Complaints

This profile includes complaints for Mae Fence Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mae Fence Company

  109 E Main St Fulton, OH 43321-9706

  
• 

  Mae Fence Company

  13210 Enterprise Ave Cleveland, OH 44135-5104

  
• 

  Mae Fence Company

  11863 Solzman Rd Symmes, OH 45249-1236

  

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:07/14/2025

  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.

  Mae Fence Company installed a fence that was 10 Linear Feet smaller than what was agreed upon and approved by Summit Countys permit. The fence is also a 2 shades of white, this wasnt requested. I am over a month from the incorrect install and the company had yet to resolve the issue. The work crew spoke little English and departed the location prior to conducting a final examination with the property owner. Difficult to get in contact with the companys customer service department. No refund or corrective action has been given to me.

  

  Business Response

  Date: 07/15/2025

  We have already agreed with this customer that we will match the white color on their fence and make certain the placement is where they'd like it. It is helpful when the customer is present for agreed upon in-person appointments as to expedite a solution for their issues. We are taken off guard by this complaint, as we have been in constant contact with this customer and are going to correct the situation. 

  Customer Answer

  Date: 07/16/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23597870
  
  I am rejecting this response because: 
  

  It is important to me to state the facts and be an advocate for consumers that receive poor service from a business.  The company missed their initial appointment to meet with me regarding the mistakes made on their behalf.  The original installers departed the work area prior to showing me the finished product.  The company did not provide me with their arrival time until the day of the visit, my wife had to take the appointment as my military schedule didnt permit the short notice schedule change.  The gentleman who inspected the incorrect installation left without following up with my wife on the potential remediation.  I was only informed of the resolution after I filed the BBB Complaint.  I would like an apology from this business regarding their poor workmanship and handling of the resolution.  The customer service representative stated that they needed to meet with me to discuss how I would like the fence; how I would like the fence was already detailed in the approved permit.  Overall, the company gave a poor service and they did not prioritize making it right with me, the customer.  
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:06/04/2025

  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.

  We hired Mae Fence to construct a fence surrounding our property. We liked that they were a local business and thought they provided a fair price. The fence was installed on November 26, 2024 and cost $8,700. We thought everything had gone well, the fence looked great. Fast forward to May 2025 - we start having electrical issues in our home, and it fully goes out on May 27, 2025. We had to call an emergency electrician so we could restore power to our home. What was discovered, by the electrician, was the electrical line was cut directly underneath the cement from the fence post installed about 3 feet away from an electrical transformer. As the ground thawed, water entered the compromised line leading to corrosion and ultimately a major failure. The gentleman from 811 that came out to mark the utilities on May 27th mentioned that he had marked the line before the fence installation in November and was surprised that the company had installed the fence directly on top of the line he marked. This was a private line, 3 feet from the utility transformer, and was marked. The fence was also installed within 10 feet of the electrical transformer - which notes on the front "Please keep shrubs and structures 10 feet from this side and 3 feet from the other sides". We take all of this back to Mae Fence - hoping they honor our warranty and correct the error caused by their business but we were very wrong. They mention they won't do anything without a "Hit Kit" from the utility company - but the utility company will not create a Hit Kit for a private line. They provide no resolve for the error of building the fence within 10 feet of the electrical transformer. We are now out $2,400 for having the electrical line repaired and an incorrectly placed fence near a transformer. We would like some resolve for this - a partial refund to have the fence placement corrected and cover expenses for the electrical line damaged.

  

  Business Response

  Date: 06/05/2025

  The customer is asking for this damage to be covered under warranty, however, the warranty does not cover damage to private utility lines (as stated in the literature on our contract; see attachment). We are not liable for damage to underground private utilities the are not properly marked.

  The customer is correct when stating that "hit kits" are not provided for private utility lines. 811 does NOT mark private utilities, therefor, it was impossible for us to know a line might present itself unless the homeowner had accurately marked the line for us and/or otherwise notified us of the private line. As a side, had we known that we cut a line, it is company protocol to stop work and report the damage immediately. We did not know that this line was cut. 

  Customer Answer

  Date: 06/05/2025

  I am rejecting this response because: 

  They did not address the fact that the fence was placed within 10 feet of the utility transformer - this is also why we are requesting a refund, because we now have to fix this. Please address this error as well. We lean on this business for their expertise - the drawing did not indicate placement near the transformer, but it impedes the electrical utility company from accessing the transformer.  
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:05/28/2025

  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 paid a $1500 deposit and was given an installation date of April 23rd. However when the crew arrived only a part of the fence was able to be completed due to a new permit being required. Mae fence went ahead and charged my account for another towards the portion that is not yet complete. I contacted them and was told everything was good to go with the new permit but I have still yet to receive a response on when my fence will be completed. When Mae fence wanted my business they were quick to respond now all of a sudden I have to be begging for a response when they took my money.

  

  Business Response

  Date: 06/04/2025

  This is the very first that we are hearing about there being an issue with this customer and this situation could have absolutely been resolved had we been given a reasonable chance to do so prior to making a BBB complaint. We will rectify this with the customer ****.

  Customer Answer

  Date: 06/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. However I would like to note that I have made many prior attempts to resolve this issue. This is definitely not the first time Mae Fence is being made aware of the issue. I did call and inform them of my complaint to the bureau which is how I was finally able to get a satisfactory response. Thank you for protecting and advocating for consumers.
  
  Regards,
  
  ******* ********

  

  Business Response

  Date: 06/04/2025

  I believe it is unfair to tarnish our name with the final response from this customer. We have not had a prior conversation with this customer before seeing a ******************** complaint, and ending it on the note that we are liars is not fair for the public to see. I request that that response from the customer not be published. They are thanking the BBB for "advocating for the customer" and it's just not proper nor fair to our business.

   

• Initial Complaint

  Date:05/07/2025

  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.

  I had a cedar wood fence installed at my home in April, *******. It was a rainy day, and the men who came did not install the fence properly and left mud all over my backyard. I noticed that the wood planks were not nailed down. I called the service department, and someone came out to address the issues. Within days, I noticed that other parts of the fence were faulty and that the wood was split in areas and was misaligned. I sent pictures of the problems to the superior named *****. Mr. ***** told me I had to send the pictures through email to another supervisor, *******. After reaching *******, she was not accommodating at all. I spoke with several other representatives who would not give their last names to get my fence repaired. I spoke to *******, *****, *****, and ******. I spent over twenty six hundred dollars, and this company is reported as an A+ business, but their service has not been A+ at all. Every time I asked to have an appointment to accommodate my schedule, since this was a repair and not an initial installation, I was told no, and they kept stating that the only time would be from 9-5 pm. I am very dissatisfied with this company at this point. I am still waiting to get my fence repaired. Ms. ********

  

  Business Response

  Date: 05/13/2025

  We are working with this customer to satisfy all of her requests. We are confused with this complaint, as we have this customer scheduled for service on 5/30.

  Customer Answer

  Date: 05/13/2025

  I don't understand why Mae Fence states that they are confused about the repairs needed for my fence. I have been communicating with ******* and then assistant manager; *****. The most recent visit was on  5/12/2025 and I was told the crew members did not have the correct equipment to repair the fence so it was rescheduled for May ******* at 3:30pm. I had a conversation with Mr. ***** today 5/13/25 about the BBB complaint I made, and the new date for the repairs. I will update when the work is completed to my satisfaction.

  Customer Answer

  Date: 05/13/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23299527
  
  I am rejecting this response because: The fence has not been repaired to my satisfaction, I spoken with Mr. ***** and he has stated that the new date for repairs is 5/30/25 at 3:30pm. I told him that boards were moved and not aligned in a uniformed fashion at the top, i guess in a attempt to corrct the bottom boards.  I will be home at the scheduled time to hopefully resolve this issue
  
  Regards,
  
  ***** ********

  Customer Answer

  Date: 06/05/2025

  Good afternoon,

  Yes, Mae Fence did come out and complete the service call on 5/30/205. After an over the phone argument with the scheduling representative *** ****** *******,  who threaten to hang up on me when I voiced my concerns about the scheduling time for the service call.  According to another representative that was handling the calls and appointments when *** ******* was on medical leave, an arrangement had been made for me to be present during the repair of the fence and that time was set for 5/30/25@ 3:30pm. On 5/302025, I was called from *** ****** and she stated that the repairmen were coming to my home within 30 minutes. I informed *** ******* that I was given a time of 3:30pm to be home so I could witness the repairs. *** ******* who was very rude over the phone; told me she did not authorized that arrangement so it would not be kept. I told her that the arrangement was made when she was on medical leave with Mr. ****** representative who was taking over for *** ********* and it should be kept accordingly. I also told her that I was currently at work when she called. 

  *** ******* rudely told me if I wanted to be there when the repairs was done, I either had to leave work or to reschedule for another two weeks away. I made sure to tell her what difference would it make if I rescheduled, the time frame was always a window of 9am-5pm, no weekends.  Although, I have a three year warranty with this company. I hope I never have to call them back to my home. Their way of doing business and method of customer services should be frowned upon. I will not be giving an recommendations for this company in the future. 

  Thank you assisting me in this matter. *** ************

  

  Business Response

  Date: 06/06/2025

  We have been to this customers several times and are trying to resolve issues with this extremely difficult customer. We will reach out again and see what it is now.

   

  NOTE:

  We have a company policy that is zero tolerance to any customer who uses lude, vulgar or aggressive language toward our employees. We have been attempting to schedule a time in which will work for both the customer and our **********************, as this is our busy season, and we have other customers to help, as well. If this customer can cooperate with us we can get what she needs completed. We have been doing everything possible to help her. We will say that there is nothing that can be done by BBB or otherwise should this customer continue to be aggressive, rude, degrading and vulgar toward our employees. Period.

• Initial Complaint

  Date:03/31/2025

  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.

  On 7/16/24 my fence was installed after I made my payment of 7. 518 .80 ********. ****** went back into my checking account and took an extra500.00I called her on it and she said that I owe them that and I told her I didn’t so she gave me of it I have been trying to get in touch with ******** and let her know that the seams in the fence are coming loose. She told me needed to send her some pictures so I did she has not responded. She completely ignore me because this is supposed to be her department from I was told I needed to send pictures so I did no response I have been calling and texting because that’s the only way she will respond. Is to her email which I have that is something how these companies take your money and just assume that they can just do what they need to do or just do not acknowledge you I spent a lot of money with this company for them to treat me like this. I have a three-year warranty on this fence and ******** totally ignore me. This fence is not even a year old.

  

  Business Response

  Date: 04/01/2025

  We have answered this customer quickly each time she has needed anything. We did reach out to her today to make sure she is a satisfied customer and hope this matter will be resolved diligently.

• Initial Complaint

  Date:10/09/2024

  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.

  I hired Mae Fence to install a fence on my property. The initial install used substandard materials and had poor workmanship. The company came and replaced material and repaired the areas of concern. One of those areas was stripped bolts in hinge hardware, which they replaced with new bolts. However, new damage occurred during this repair when the bolts were installed in the post without using pilot holes and one of the poles subsequently split extending from below the hinge to the top of the post. I have contacted the company to request repair and they have refused to repair it saying the split does not affect the structural integrity of the fence. In addition, they say the 3-year warranty does not apply to this damaged post as the damage would had to have occurred by an event of some kind.The company reported the job complete before the initial repairs were made and charged my credit company the balance owed.

  

  Business Response

  Date: 10/10/2024

  We have already replaced 11 posts for his customer even though we disagreed with the action. Mae Fence Company reserved the right to inspect the product under the claim and has the sole authority to determine whether to repair or replace with the same. She is experiencing "checking" which is outlined as normal on the contract. See the attached file for our warranty information.

  We will reach out to this customer and satisfy this complaint.

  Customer Answer

  Date: 10/24/2024

  Mae Fence came out and replaced the damaged posts and slats yesterday 10/23/2024. However new damage is present a where a slat is split above and below the hinge straps on the back gate. The front gate does not show any damage. 

  I would be satisfied by replacement of this slat with pre-drilling of the holes before reinstalling the hinge straps, or by Mae fence dropping off a slat so I may repair it myself.

  

  Business Response

  Date: 10/29/2024

  We have this customer on schedule for tomorrow, Wednesday October 30th. At this time we will replace the 1 picket the customer is requesting to be replaced. Additionally, we will supply the customer with extra material. The material in which the customer has chosen, cedar, may require minor adjustments as the material acclimates to the climate. Shrinkage, swelling and some cracking may occur. This is completely normal and the reason we supply a warranty with our products.

  We have addressed every issue this customer has requested in a timely fashion, and feel the utilization of the BBB is completely unnecessary. 

  Customer Answer

  Date: 11/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22403050
  
  I am rejecting this response because: Mae Fence was scheduled to replace the damaged slat last wednesday. However when I came home that day, I found that they had dropped off a new post in my yard but had not repaired the fence slat.  I let them know about this but I have not yet heard back.
  
  Regards,
  
  ***** ***********

  

  Business Response

  Date: 11/05/2024

  This customer has heard from us and has responded. We are confused by her accusation. We can supply screen shots of correspondence if needed.

  We are working with the customer directly and expect the situation to be resolved no later than 11/6/24 where we will execute the solution in our previous response.

  Customer Answer

  Date: 11/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22403050
  
  I am rejecting this response because:   Mae Fence was scheduled to come out and replace one damaged slat.  Instead, they dropped off a new post in my yard and did not replace the damaged slat.   I received a message yesterday from Mae Fence saying that they would schedule someone to come out and replace the slat. Once that it is done, I look forward to closing the complaint. 
  
  Regards,
  
  ***** ***********

• Initial Complaint

  Date:05/17/2024

  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 May 13, 2024, Mae Fence Company installed a solid vinyl privacy fence in my backyard. No one from Mae Fence came to inspect the completed work. The same day the fence was installed, I contacted customer service because I had concerns regarding gaps. I did not expect any and the most concerning was a gap on the side of the privacy fence. The gap is so wide I can enter my neighbor's backyard! My old fence didn't have a gap because it was covered with wood paneling. I expected I wouldn't have a gap with a new solid "privacy" fence. Most importantly my contract diagram shows that part of the fence would be covered like my old fence, and I discussed this with the sales representative Mark who wrote the contract. On May 15, 2024, I received a response to my concerns from Samatha who works in customer service. Her e-mail states, "unfortunately there is nothing I can do for you because Randy says the fence would be on your neighbor's property." On May 16, 2024 Samantha sent me another email contradicting her original response to my concerns. Samantha's response to my concern is unacceptable. I didn't have a gap with my old wooden fence. I am disputing the $2800 final payment with my credit card company unless Mae Fence gives me what is stated in my contract---a fence that will cover the gap so that I can't see my neighbor's backyard. I am willing to give them my final payment once the work is completed. I expected excellence from Mae Fence Company and that's not what I received. I have concerns as to whether or not my huge investment will last 20-30 years because the company doesn't stand behind their work.

  

  Business Response

  Date: 05/20/2024

  We intend to handle this situation directly with the customer, and expect a resolution therein.

  Customer Answer

  Date: 05/29/2024

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:02/15/2024

  Type:Customer Service 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 had a fence installed Last spring 2022 around a swimming pool. Our pool installer had filed permits which covered the pool, as well as the fence in accordance with Liberty Township, Ohio requirements. Mae Fence was contracted to construct a fence around a swimming pool, was sent diagrams depicting a pool and visited the site to measure around the pool location. The fence was then installed around a swimming pool already filled with water. We were cited by Liberty Township that the fence was 3 inches short of the mandated 54 inches and not in compliance with Code.
  
  We have confirmed with Liberty Township that Mae Fence has installed fences around pools in Liberty Township numerous and is well aware of the Code. While the pool company filed the permit, the Township was clear that anyone performing work on a property for which a permit was filed is obliged to follow the mandates of the permit, which was posted at the job site.
  
  My wife spoke with "Sam" at Mae Fence about this issue and was told they (Mae Fence) did not know the fence was being installed around a pool. This is despite Kevin the appraiser at Mae Fence having been given a diagram of the fence relative to the pool and inspecting the site to determine where the fence would go relative to the pool. Further the pool was in place at the time of installation. When I called separately, Sam at Mae Fence changed her story and told me that despite a pool being known it is not their responsibility to review a permit, despite this being an industry standard and expectation for a business doing work on any property. I asked her several times how we could remedy their error and she told me that they had no liability and no intention to correct this issue without additional costs for us.
  
  I politely asked to speak to her supervisor or the company owner. She kept speaking over me and told me that was not possible to speak with anyone else and that she would be the only person I can speak to.

  

  Business Response

  Date: 02/15/2024

  Much of what this customer has stated is complete heresy.

  Further, stating that we should know all the rules of each HOA, City and/or Village is completely unreasonable. We collect all details, rules and regulations for an installation should a customer hire Mae Fence to acquire permitting. Mae Fence was not hired to acquire permitting for this customer. The pool company who pulled the permitting was responsible for acquiring the permitting and would have that information, and should have relayed that information to us. Generally, if there is an issue with an installation in which a pool company is responsible for permitting, the pool company or customer makes us aware of these issues, and we address them accordingly. This is NOT the fault of Mae Fence Company and we cannot be held liable for this issue. Had the customer chosen to hire Mae Fence Company to acquire the permitting for this installation, we would have caught this issue and addressed it. If we were hired to acquire the permitting for this job and missed any details that would put a customer in violation of any kind, then we would rectify the situation and assume liability.

  The height of the fence that this customer purchased was 4'. This information is stated on the contract in which the customer agreed to. Mae Fence installed exactly what we were contracted to install.

  We offered this customer a reasonable discount in order to resolve this situation, however, the customer wants the work done for free, sighting Mae Fence to be at fault when we are not. We refuse the request of $8,000 as well as conceding that Mae Fence is at fault for any violation this customer has.

  Customer Answer

  Date: 02/15/2024

  I am rejecting this response because Mae Fence did not follow Permit regulations that were available on the construction site.

  I should
  start by stating that Mae Fence implies that we are seeking $8000.  In fact, that figure was a request of the BBB
  website for the cost of the original work done (technically $8900).  Rather we are simply seeking to have this
  fence aesthetically corrected to code (54 inches tall).   I am further unclear why Mae Fence chooses
  the words “heresy” to describe our complaint. 
  The Liberty Township Inspector and our Pool installer each have
  significant experience in this arena and indicated that it is the obligation of
  each contractor to respect municipality code and as authorized by the permit.  Our Inspector (an impartial party in this
  complaint), specifically referenced that Mae Fence is well familiar with the
  code of Liberty Township having done several jobs in this area.   To the
  comment that Mae Fence has no responsibility because they did not personally
  file the permit, this is without merit.    It is common for a large job have a permit
  covering differing facets of the job (and quite common according to our public
  inspector).    Moreover, the Permit was not with the pool
  installer as Mae Fence seems to imply but rather on site of the pool as
  required by law and was further reviewed by the Mae Fence appraiser, Kevin,
  when he examined the pool location with my wife.   We have evidence that Kevin did indeed view
  the permit, as the diagram drawn by Kevin on the contract reflects gate
  locations exactly as drawn on the permit.  
  If Kevin chose not to reflect the pool in his diagram, that represents
  his oversight.
  Finally, my
  wife nor I are code experts, nor should we need to be.   I don’t question whether an electrician does
  his work to code, it is an expectation of their profession.  In this case, Mae Fence did not fulfill their
  professional obligation to follow the permit regulations that was available to
  them on site.  I do not think we should
  have to pay for remedy of this oversight.
  
  
  
  Regards,
  
  
  
  ***** *******

  

  Business Response

  Date: 03/05/2024

  We just spoke directly with the individual who performed the inspection for the town of Liberty Township in an attempt to discuss an alternative solution to replacing the entire fence. We discussed raising the fence for a more monetarily efficient alternative than replacing the entire fence. However, raising the fence would leave larger than a 4" gap at the bottom of the fence, thus, still failing an inspection.

  Adding something to the top of the fence will not be an alternative that will offer a solution, either.

  We have attempted to be generous with a solution even though we are not responsible for the issue.

  We agree to final arbitration conducted by the BBB.

  Please let us know when and how the arbitration will take place.

  Customer Answer

  Date: 06/27/2024

  Mae Fence did correct the fence to code as per the ************* *********.   Thanks to the BBB for helping to resve this issue.
  
  *****

• Initial Complaint

  Date:10/24/2023

  Type:Sales and Advertising 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 Thurs. 5Oct23 Joe measured my yard for fencing. According to my credit card Mae Fence withdrew $4296 that same day as a deposit. Problems on MY end prevented me from getting the fence installed. On 13Oct23 I emailed Mae Fence to cancel. I do not have a signed contract with Mae Fence. I was emailed back there was a 20% restocking fee AND refunds generally take 10-14 days and may take up to 30 days. I called and asked Samantha on 16Oct23 why so long to refund my money, she didn't know because she said she works in customer service and that would be accounting's dept. She said I could call accounting but I would probably get voice mail and that's exactly what happened. I did leave a voice mail and to date 24Oct23 no one has returned my call. If you can withdraw money in a matter of hours why can't Mae Fence put it back just as quick? Please help me get my refund.

  

  Business Response

  Date: 10/31/2023

  This customer entered into an agreement with our company for a fence to be installed. Clearly stated on our contract, a customer has 3 days to cancel for a full refund. This customer cancelled outside of that time frame. We instill this 20% restocking fee because after 3 days, we invest the funds back into the company for more product and have begin construction of the product. The customer claims to not have "signed" the contract, however, there is an obvious agreement of a monetary exchange of money in the form of her deposit (customer gave a deposit on 10/5/23), in agreement for work to be done. Then, wanted to cancel on 10/13/23. On 10/16/23 at 11:45am, this customer ACCEPTED the restocking fee and let her know it would be 10-14 business days for her to receive her refund, which is the time it takes for the bank to process the refund. Since then, this customer has charged back that 20% restocking fee, in which we are diligently fighting and plan to pursue to reclaim $1,970. 

  Customer Answer

  Date: 10/31/2023

  I don't understand the math. 20% of $4926 is $984 plus the permit for my fence is $141=$1125. They are "diligently pursuing" $1970, what is the extra $845 for??  I don't know what bank they use, but I typically get refunds in 3 business days, I still don't have my money.  
  
  
  
  Regards,
  
  
  
  ****** *****

  

  Business Response

  Date: 11/01/2023

  We have explained to this customer several times and are used to her diversion tactic of claiming "confusion" over what we've spoken and emailed about several times.

  The 20% restocking fee is that of the full project. This customers full project cost is $9,852. So, 20% of $9,852 would be $1,970.

  We do not understand the dispute over this situation any further, including, but not limited to the cancellation fee or assumptions over what our banking institution administers as a refund time period. We'd like to simply move on from the matter in the same manner as we would any customer who has entered contract with us. We cannot make exceptions for one customer, but not the next, and forgive this fee, which is why we've created a contract in which treats everyone equally.

  We technically no longer need arbitration from BBB, as this customer charged back the full amount, including the 20% restocking fee she agreed to pay for the cancellation. At this time Mae Fence is in possession of NO money from this customer. What exactly are we arguing here?

  This customer owes Mae Fence $1,970 immediately which will halt escalated collection attempts that are already in motion. This customer may call at any time to re-submit the cancellation fee payment of $1,970, and this matter will then be closed.

  Customer Answer

  Date: 11/01/2023

  I am rejecting this response because:  Mae Fence is a damn lie, no one explained to me it was 20% of the WHOLE project.  I thought it was 20% of the down payment.  Accounting NEVER got back to me,  And MY FAULT, it does say in the contract it will be 20% of the whole contract after re-reading.  They did not tell me multiple times, and no confusion on my end, all they had to do was talk to me.  They will get their $1970 from me, Godspeed.
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/29/2023

  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.

  Deposit $4,900 on April 9th. Installation scheduled for May 17. Incorrect fence arrived. Correct fence installed May 20. Fence installation completed on May 22. Remainder paid $3,000 on May 31.
  
  On Aug 16 I contacted Mae fence to make them aware of significantly split fence posts and warped post caps. They responded saying the posts are splits due to "checking". No one had made us aware of this during the estimate, deposit, or installation.
  
  They offered to replace one post. My husband called the company and asked someone come out to the house and look at the fence in person. Dillion came out on Aug. 24. Dillion took several pictures and verbally lead us to believe they would be replacing a more significant number of the split posts.
  
  Yesterday, Aug. 28 I received an email from Samantha in response to Dillions visit. She said that Mae Fence would agree to replace two posts. They claim they are only responsible for the posts that are split all the way through.
  
  We believed that the significant amount of money paid would ensure that the posts would be in better condition after only three short months. This fence was a major investment for our house and we researched companies extensively. We went with Mae Fence company because we hoped that their company would use materials and craftsmanship that would help the longevity of our fence.
  
  Other than the visual unsightliness of the split posts, we are concerned that the splits will continue to expand (though Mae ensures us that they won't) thus sacrificing the structure/safety of the fence.

  

  Business Response

  Date: 08/30/2023

  It is true. The posts in question are "checked". There is an abundance of literature pertaining to the normalcy of cedar post checking online, in addition to what we've explained to this customer. We did replace two posts. One post that was checked on a corner that we believed could be replaced, then another based on the insistence of the customer. We do not replace material that is perfectly fine. The checking does not affect the life or integrity of the posts. CHECKING IS ALSO COVERED ON THE CONTRACT IN WHICH THIS CUSTOMER SIGNED. Further, Dillon denies claims that he led this customer to believe anything further than that some of the posts this customer has are checked, to cracked. We will reach out to this customer to perhaps offer an extended warranty. To digress, checking is perfectly normal (as outlined on the contract). Checked posts can last decades. We will not be replacing these posts. Any other issues this customer has with post caps will easily be remedied, happily!

  Customer Answer

  Date: 09/06/2023

  In the business response above Samantha states that two (2) posts have been replaced. Absolutely, NO posts have been replaced as of August 30, 2023 when Samantha typed that response. This morning (September 6, 2023), Mae employees showed up to replace two (2) fence posts and had no post caps with them. Upon discussing the repairs with my husband the crew realized that the posts had been drilled incorreclty. The crew left without performing any repairs. 

  Since, Dillion's visit on August 28 and my initial complaint an additional post that was labeled as "checking" has split all the way through.

  Moving forward we need the three posts that are split completely through replaced as well as ALL the fence post caps. We also, would like to accept the extended warranty offered in the companies response to the original complaint.

  
  
  
  Regards,
  
  
  ***** ********