Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our fence completed this past February. Upon having our sprinkler system opened for the season, it was discovered that two of the lines had been cut. The lines are right next to two of the fence posts and were covered over with pavers to conceal them. The lines were working fine last fall when we had our system winterized. 

  Business Response

  Date: 05/30/2023

  I contacted the customer with no response. I offered to pay for the repairs.

• Initial Complaint

  Date:01/11/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed a contract with Trust a Fence on 9/26/22 and put a deposit down in the amount of $5,448.10. Was verbally told work would begin in late October or early November. From then on the day before work was suppose to start, I received a text from the owner Jim giving a reason why they could not begin work and he would give a new time frame when work would begin. Often this comes with a reduction in the money we still owe. I can provide you with the text’s back and forth is that is helpful. In our most recent communication on 1/5/23, Jim indicated needed another extension on the project. My reply was it either starts on the date he mentioned (1/11/23) or I would need my deposit refunded in a certified bank check. Today is 1/11/23 and he texted to say he is unable to start the job because they are doing work for a **** * **** family and he had ACL surgery. I replied that I am requesting our deposit be refunded and was contacting the BBB. At this point I am not sure what to do. I do not want him to do any work on my property and I just want my deposit back.

  Business Response

  Date: 01/24/2023

  Refunded deposit amount on 1/20/2023 as per request. 

  Customer Answer

  Date: 01/24/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ***** ******

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 22, 2022 we signed a contract for a black chain link fence. Was told it would be done by mid July. On August 1, we reached out and was told it'd be done by August 16th. From that point on, we had weekly dates it'd be started or completed yet it never happened (all in writing). Then end of Sept we requested a refund and was told they'd get right on completing the fence or give us a full refund by 10/6. When it wasn’t completed, we said we were going to line someone else up and wanted a refund yet again, Jim brought over supplies 'in good faith' that he'd get the job done the following week. Each week, we went through the same thing again and again, they'd apologize and say they'd be there and no one showed up with one excuse after another. We were promised it'd be done the week of Thanksgiving, again, nothing. Jim called and said "I'll give you another contract with a completed date of 12/2 and take some money off and if it's not done you'll get your refund" (We have multiple texts and emails of all of this) On Dec 15th we finally told him to come get his supplies off our property as they were now under the first snowfall. We've yet to receive a refund of almost $3500 though we were told we'd get it by December 12/23, nor has he replied to our texts as of this moment.

  Business Response

  Date: 12/28/2022

  The check was mailed out on 12/23/2022. Due to the holiday, mail is delayed and customer should receive the check within the next couple of days.

• Initial Complaint

  Date:12/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 19, 2022, I paid a deposit of $5400 and signed a contract for $9000. At that time, I was informed that work would begin on August 25,2022. On that day I've got message that additional time was needed to compete an existing project and the start date needed to be pushed back to September 2, 2022. For the next 4 months I got a series of reasons for why the work hasn’t been started. On December 6, 2022, I sent a message indicating this untenable situation needed be resolved and a want to see materials that he supposed to purchase with my deposit. Next day I've got another excuse and nothing happens... I said that the fence had to be installed by 12/15/2022 or I needed to have my deposit returned. I got a message saying that all the materials would be delivered and work would begin on 12/8/2022. This did not happen... So far Jim, the owner of the company, keep my $5400 for five month and did nothing else, but give me different excuses why he can's start the work. Winter with snow is here and I don't think that concrete work should be done. When temperatures dip below 40 °F, the chemical reactions that strengthen concrete slow down and can lead to weaker concrete. If concrete curing temperatures are below freezing, the water inside the concrete can freeze and expand, resulting in cracks. I took money for the deposit from my HE line and paid interest. I think that the company have to reimbursed me for this.

  Business Response

  Date: 01/10/2023

  We have returned the deposit and will resume work in the spring. We do apologize for not being able to complete your fence this season and we appreciate the opportunity to install your fence this spring! 

  Customer Answer

  Date: 01/11/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ****** **********

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing a complaint to address an unfinished job and poor service. I originally supported Trust a Fence due to competitive pricing and because we like to support small local businesses. We were quoted a fence in March 2022, for a fence Mid-June, and paid a down payment. After a series of acceptable delays (staffing, etc.), it finally came time for install day in July. I took the day off and the team never showed. This occurred 3 weeks in a row, before I was told that the material wasn't ready. We were now looking at the end of August. August and September came and went, and they said material was ready early October. They pushed out multiple times, every day for about 4 weeks throughout October, continually telling me that "we'll be there tomorrow" and that I "was next". I took countless days off to try and accommodate. They showed up early November and put 1/3 of our fence up and ran out of material.
  
  The owner now says he is working hard on getting material, but I fear that with winter approaching, we will be left with 1/3 of a fence, and snow on the ground until next spring. The owner is unresponsive with updates. Throughout this experience, 26 times the owner cancelled/no showed, more than that of unanswered calls and texts, and countless excuses of why they didn't show. I have been very patient and feel the owner has taken advantage of that patience. This process has become stressful and burdensome for months on end. We wasted an immense amount of time planning and accommodating this company. They have strung us along, with excuse upon excuse. It would be one thing to experience delays, but the lack of transparency and communication has left us feeling like we are in the dark and might not get our fence. The unfulfilled promises over and over again left us with the impression of a severe lack of integrity and honesty, and at this point I cannot believe them when they say it will be done by winter. My only ask now, is that we finally finish this job.

  Business Response

  Date: 12/09/2022

  We do apologize for the poor service and delays throughout the process. This is not how we operate. Now that we have supplies regularly coming in, we are proud to say as of 12/09 the fence has been completed. 

  Customer Answer

  Date: 12/12/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.   Regards, ******* ******

• Initial Complaint

  Date:11/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 6, 2022, I paid a deposit of $4,912 and signed a contract. At that time, I was informed that work would begin on July 12,2022. I when I contacted you to confirm this start date, I was informed that additional time was needed to compete an existing project and the start date needed to be pushed back to July 22, 2023. For the next 6 months I got a series of reasons for why the work hasn’t been started.
  On October 2, 2022, I sent a message indicating this untenable situation needed be resolved and said that the fence had to be installed by 10/7/2022 or I needed to have my deposit returned. I got a call saying that all the materials would be delivered on the 7th and work would begin on 10/8/2022. This did not happen; 8 panels were delivered with 10 posts. Some panels were installed on 10/10. On 10/10 I got a call stating that equipment needed to be rented to complete the installation. Again, this didn’t occur. In the middle of October, again after I said the work needed to be completed, an additional 4 panels were installed. Work that has been done is not completed – Caps haven’t been installed on the posts and the fence hasn’t been graded.
  On 11/4 1 additional panel was installed. To date 13 panels and 18 posts have been installed (which is about half what is indicated on the contract and the job is maybe half done).
  To date the finances break out as follows based on the contract costs .
  13panels at $236.36 each = $3,072.68
  18 post at $78.54 each = $ 1,413.72
  $3072.68+$ 1413.72 = $4,486.40
  $4,912-$4,486.40 = $425.60

  Business Response

  Date: 11/29/2022

  On 11/28/2022 the customer had come to Trust A Fence to retrieve the check for $425. The job has been completed and as per the customer's request we have provided the differences in prices of the panels. 

  Customer Answer

  Date: 12/01/2022

  I have reviewed the response made by the business in reference to complaint ID ********, the response needs to be edited.  He did not complete the job he just gave me a check for the difference between work done and the deposit.  I will need to hire a new company to fix the mess and complete the work.
  Regards, 
  
  **** ********

• Initial Complaint

  Date:11/09/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract and paid a deposit with Trust a Fence on March 15, 2022 to install a fence for three sides of our 1/4 acre yard and were told a start date of May 2022. Jim first called and rescheduled to June 8th 2022. Many cancellations and no shows later, they finally came and installed the back fence August 4th. After telling me he will be back the next week to finish the rest of the sides, it has been 3+ months later with multiple no shows and the fence is still not finished. Jim schedules dates and there is never any prior warning that he will not show up. If they do show up, they do a small part of the job and then leave for another few weeks/months. At this point, Jim has given me too many false promises on a fence completion date to count. 

  Business Response

  Date: 11/18/2022

  After many delays between materials not being ready to pick up and labor shortages the project was completed on November 17, 2022. A discount was provided once job was complete to offset the delays on the installation.  

  Customer Answer

  Date: 11/19/2022

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ******* ***** 

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 03/16/2022 we entered into contract with Trust a Fence in order to complete a fence to enclose our backyard. We paid two deposit checks: $3,000 on 3/16/22 and $2,624.69 on 3/23/20022 and the business committed to providing the completed project before June 2022. The paid amount is shown in photo receipts for the fencing materials, however, those materials we have paid for are not in our possession or installed. We entered into contract for a fence installation project, not to have the materials paid for, sitting unused and no work completed. The installation project remains incomplete as of 11/03/2022.
  
  The nature of dispute includes numerous instances of pushed back completion deadlines, unfulfilled commitments to begin work, and unfulfilled commitments to complete work in the timely manner (company stated 3 days of prioritized work). We have been attempting to give leniency in regards to product procurement, installation staffing and personal matters that have arisen for the company. The business continues to communicate unfulfilled commitments. Now that the work has started 5 months after our initial deadline, we are stuck with an incomplete job and a company that will not continue to show up to complete the work. It is not about getting a discounted rate, we simply want to job completed for us ASAP.

  Business Response

  Date: 11/18/2022

  After many set backs with materials and labor, the job unfortunately continued to be pushed back. The job was finally completed on November 17, 2022. Discounts were provided to help compensate for the delays.

  Business Response

  Date: 11/23/2022

  BBB spoke to Steven at business and the following was relayed: This was resolved as of today. 

  Customer Answer

  Date: 11/23/2022

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards,  
  
  ******* *****

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted Trust A Fence, with Jim to install a vinyl fence. I paid the materials fee deposit of ~$9170 at the end of April, we were given an estimated installation date of 7/8. Due to scheduling, he pushed the date back 2 weeks. Two weeks goes back and we get pushed again and again. Every week, sometimes every few days, even every day for certain periods, promises to come the next day are unfulfilled with reasons such as labor shortage, rainy weather, out sick, over-scheduling, out of town, wedding, lack of equipment rental, etc. I can provide details if needed. Finally in September, I asked for a refund. However, Jim texted and asked for another chance (strike 1) to install the fence. He dropped off 9 panels (out of about 44 panels paid). No work was done. The next day 2 guys came to start work. After 2 hours of work, 2 panels were up and they said they were going to lunch and would come back after. Never came back. 3 weeks go by with promises to show up every few days. It is October, at this point I emailed and said just come back and take down the 2 panels installed, remove the old fence you tore down and give me the refund minus the 2 hours of labor for the 2 panels and 2 additional hours to pull down and haul away. Again, Jim calls to request another chance (strike 2). Says he will be out of town this weekend and part of next week. Said he will come and start on Thurs and work through Saturday to get it done. The week and weekend came and went and no one showed up. I emailed again for the refund but Jim called. I told him if you get this completed in consecutive days then ok. Otherwise give me the refund. He says adamantly that yes he can. So we gave him a final chance (strike 3). Yet again they showed up, completed about 1/5 of the fence, damaged the surface of our shed and again have not returned after the first day. It is now November. I hope he will provide the refund (and remove the panels, haul away and fill the holes) and cut both our losses.

  Business Response

  Date: 11/18/2022

  The agreed upon deposit of $8,500 was returned. Debris is the only thing left to haul away.

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installed cracked fence part when installing fence six months ago. Contacted business a day after who stated they would replace part. They have still not replaced part after greater than ten instances of stating they were coming a particular week but then no showing.

  Business Response

  Date: 03/06/2023

  BBB spoke to Jim at business and the following was relayed:

  We have ordered the picket and are still waiting for it to arrive. As soon as we receive it we will take care of this for the customer.

  Customer Answer

  Date: 03/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Awaiting part arrival and installation.
  
  
  
  Regards,
  
  
  ***** *******