Complaints

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• Initial Complaint

  Date:03/06/2025

  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.

  They never fixed my fence they never finished the giving me the run around attitude in the office I have pictures and audio of bad work shorted me yards of fence

  Business Response

  Date: 03/14/2025

  To whom this concerns at the Better Business Bureau.
  This letter is in reference to a complaint submitted on 3/6/2025 ID # ********.

  
                  During the initial fence installation at ***** ********** house, our crew made an error with the gate and a few pickets as they finished the job in the dark. At a later date, we stripped off the fence pickets in question and tore down the wood gate and installed a new gate with an upgraded aluminum frame for her trouble. We did come back a 3rd time to adjust the gate. When this was completed, her boyfriend Robbert approved of the work, particularly the placement of the two drop rods on her double gate.

  
                  One of her complaints about the early gate was the gap between the hinges and posts and the gap for the latch between the gate leaves was too wide. Our typical gap is 3/4”-1”. She was concerned someone would see through this ¾”-1” gap from the road.  To accommodate the demand for the smallest gap possible we had to make modifications. This meant we had to slide the hinges farther in on the gates and use different fasteners.
  

   In reference to her accusation that we shorted her fence: It’s important to note that when our crews install a fence, they layout the location of the fence with a string line. The customer must approve of this before moving forward with the installation of the fence. ***** approved of the location for her fence. There was a slight variation to her contract. This meant one side of the fence was 1 foot shorter and the other side was 2 foot longer than originally quoted. The net difference in length was an extra 1’of fence in ******* favor. When the general manager was out at ******* home, he measured the fence with ***** and her boyfriend ******. He found they had been given one extra linear foot of fence. We have asked ***** to send us her own measurements, but she has not. We welcome a neutral third party measuring the fence to see if we shorted them as we are extremely confident that we did not short her fence.

  
                  On 12/17/24 a third party contractor called the office. This person was digging into the concrete around the posts with a spud bar. Section Q in our warranty covers abuse and 3rd party repairs.  We consider this person’s actions abuse and or repairs by others. Either way, this voids her warranty. ***** is upset we will not repair the now leaning post that appears to be caused by this third party.
  ******* demands and accusations:

  
  She has demanded we replace wood pickets because she does not like how they weathered. Wood is a natural product: as it dries it will shrink, crack and sometimes warp over time (this is mentioned during the sales process and in her warranty paperwork).

  
  She is demanding we come back out and move the drop rods to a new location that was previously approved.
  

  Each time we were out at her location, she insisted we do repairs over that were done correctly and that she or her boyfriend ****** previously approved. Wood pickets fade over time. Please see the comment above.
  

  She had a 3rd party contractor out digging around post footers and they demanded we fix the now leaning post.
  

  When we would reach out to her to resolve the issues, we would go days before hearing from her. When we would hear from her, she would call everyone. For example, she would call her salesman. If he didn’t immediately pick up, she would leave a message and would call the general manager. If he didn’t immediately pick up, she would leave a message then call the office. When our crew was at her home making repairs she was condescending and rube. Her behavior has been erratic. We value our high customer service rating and always address customer complaints. We cannot, however, remediate non-existent issues or issues caused by the homeowner or their agents or rework fences based on changes in personal preference. 

  
  

  Customer Answer

  Date: 03/23/2025

  Tho whom it may concern: To the BBB i had my fence put in by a third party and the supervisor never came out to check there work. i have everything on my ring cameras, and audio. Im a female i dont know to much about a fence being put up but my boyfriend does hes and inspector. My boyfriend ******  does not have the final say. im the home owner! They had nails left all in the yard.  they had to come out to do the gate the wood was all uneven the wood was not lined up they brung out a metal gate the metal had been heated up so bad  i have pictures of that and it was unfinished the first gate was fine the were no gap they took it upon there self to bring out a metal gate. u can cut ur hand they left plies of dirt, nails was not took out the fence. my fence was so un even i had them come back to fix it , the supervisor and some guy with him that needed extra hours fixed on it until dark they couldnt even see with no light plus they said they were to cold. i also have pictures of that too far as they say someone was digging , no one was ever digging in my dirt or my yard. The lady in the office was so rude talking smart over the phone. If they would of done it right the first time we would not be in this mess. plus i have a email i saved they told me to call joe for future questions come to find out theres no joe that even work there i  have email texts and audio of everything i will be calling a lawyer if u seen what they did you would be erratic too.i have my measurement of my fence being shorted the proof is in the pictures and audio and ring camera. im not a dumb black female