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

  11863 Solzman Rd Symmes, OH 45249-1236

  
• 

  Mae Fence Company

  13210 Enterprise Ave Cleveland, OH 44135-5104

  

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:06/17/2023

  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.

  Spoke with Samantha K***** on 4-10-23 reference several pickets on our fence and trash barrier that were rotted and severally warped. The fence was installed by Mae Fence in June 2021 (3 year warranty) 4-18-23 crew scheduled to replace warped and damaged pickets. Crew arrived and 1 picket was replaced. Incorrect pickets for fence. Advised by Samantha K***** on 4-19-23 the repair crew did not have the proper pickets. The proper pickets were allegedly ordered and a repair crew was scheduled for the for 4-28-23. Rescheduled repair for 4-29-23 due to rain and weather on 4-28-23. 4-29-23 repair crew arrives and installs several pickets, the installed pickets were the incorrect length, incorrect cut on the top, and many were already damaged and warped. Repair crew attempted to cut the "new" pickets installed with sawz all causing even more damage to the pickets and leaving them uneven. The crew actually knocked down a section of the fence and I had to hold the fence up while they reattached it. The picket installed on the trash barrier was left loose and I had to reattach the picket myself. The crew also damaged the 2x4's the pickets are attached to, as they used nail guns and drove over sized nails through the inward facing portions of the fence 2x4's and the fix for that was to beat the nails down into the 2x4's. At this point I asked the crew to stop and I would contact Mae Fence. All this was documented with photos and submitted with a lengthy email to Samantha K*****, pretty much blown off except they will schedule repairs again. Was told "damage like this can happen" Scheduled repairs 05-19-23. Repair crew arrives wrong size and style pickets again. Repair crew takes 2 pickets off the trash can barrier with them to make sure the right pickets are ordered. 5-19-23 was advised by Samantha K***** the Operations Dept. has been advised and she will follow up with me. No further communication to date. Still have missing, damaged and warped pickets and it's been months.

  

  Business Response

  Date: 06/20/2023

  We have apologized several times to this customer as it pertains to the issues hes experiencing. We have detailed to the customer that the COVID pandemic has caused some material supply issues as it relates to his specific product. We have since changed the picket (slightly different dimensions) that we use on our wood fences. We have, however, through arduous searching, located an amount of the picket this customer has on his fence, we only need to wait for that material to arrive, as it is scarce and nearly impossible to find. We have conveyed all of this to this customer.

  FURTHER, the warranty on our wood fences clearly outlines:

  "The warranty on material is only valid for Mae Fence material. In the case where material needs to be replaced, this warranty covers the labor to replace the material. Mae Fence Company has the right to fix warranty claims with the same or like materials" (we have included a copy of our warranty information for review. So, even though it is written that we may use "like" material, to satisfy this customer, we have worked hard to located the "exact" material. This is a gesture that we believe to be evidence that we are going above and beyond to make this customer happy.

  We only request, again, for his patience and insist there was NO true reason to file a BBB complaint, as we have shown due diligence in satisfying this customer several times in the past.

  We will notify this customer when the material we have ordered will arrive and organize a date for service when we have further information, as we conveyed to him yesterday, 6/19/2023.

  Customer Answer

  Date: 06/20/2023

  First I will say thanks for doing what you can to find these pickets. I am also going to reply to a few things in the response from this company. You say you let me know about Covid supply issues not true. I was informed after several times of service calls that the issue was pushed to the operations department and I would hear something back once information was received on the pickets. Did not hear a word for 30 days so I filed a claim. It’s not about patience as you say you asked for from me it’s about communication with a customer. Next, you insist that I not file a BBB claim, I have the right as a paying customer to voice my opinion on services provided from a company that I feel is not right. I can file a claim if I choose to no matter what you insist. I paid for this fence and it’s under warranty. You make all these claims to fame and nothing is mentioned about the horrible service received, damages caused to the existing fence during these service calls, the pickets left loose, and the section of fence knocked down by your crew. And finally I will say this you can post your warranty and continue to tell me over and over your warranty states “LIKE OR LIKE AS “ but sorry to tell you pickets that’s are so long they have to cut with a sawz all and now are uneven and pickets installed that’s are already damaged, cracked, and broken is not “LIKE OR LIKE AS”. This has been an ongoing issue with this company from day one and I have the right to express my opinion on services I paid for. I do accept your remedy for the repairs and I sincerely hope this can be put to rest once and for all, as I have spent over 2 months dealing with this. Let alone the time spent when this fence was initially installed and then reinstalled because of poor quality products. This is not meant to be a dig to your company but I will reply to things that are not correct. I am a business owner myself and I understand how business works and supply chain issues and having patience. A little communication goes along way. 
  

  Thanks In Advance 
  *** *******

• Initial Complaint

  Date:06/15/2023

  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.

  The Fence was installed on 5/16 and paid in full at $6780.
  
  First, the company destroyed my flower beds and wiped mud all over the property. It took me 3 hours to cleanup all of the nails and old pieces of fence they left in the yard as well as clean the mud off of everything.
  The next day, boards began to warp (extremely warp). By the time they actually came back to fix the fence 2 weeks later (6/1), I would estimate 90% of the boards had warped either pointing towards the yard, away from it OR towards the boards next to it.
  
  There is 1 post that is completely crooked, the gate has cracked because of how they installed the hardware and there is a whole section that has bowed into the yard.
  
  They had to send an "operations director" out after the first "fix attempt" who agreed with all markings and that overall it didn't look good. He agreed to fix everything we marked.
  
  The crew came back today (6/15) 1 month after they took full payment and put the original fence in. They were unprofessional - pulling our markers off of the boards they didn't feel like fixing. They left the bowed section, didn't touch the issues with the gate and left multiple warped boards and uneven spots. I have received 0 response form the company as of yet. The crew left after peeling all of our tape off that we marked the fence with.
  
  I did not pay almost $7000 for a cedar fence that looks like a toddler could have installed it. I'm not asking for money back, I'm simply asking them to put in the quality fence we were promised and stop with all of this run around. There is no reason it should take multiple trips. I have spent so much time marking, documenting, communicating on a fence installation that was supposed to take one day. Just fix it correctly.

  

  Business Response

  Date: 06/19/2023

  We are confused as to why this customer claims she's had "zero communication" with our company, yet supplied emails that directly conflict with that accusation. We have several emails that we can supply, if it becomes necessary. She further admits in her complaint that an "operations manager" had been to her house to speak with her. We have been to this customers house twice for service. We do agree that some boards could be replaced. We use nothing but the highest quality cedar picket, however, due to the drying process of the lumber, it's possible that a few pickets may season after installation and some warping may be experienced. This is why we supply customers with a warranty and have no issues administering repairs and services when necessary. We do not agree with the hundreds of boards this customer is demanding to replace, as there is nothing wrong with them. We are dealing with wood, an organic product that will weather and is higher maintenance than other materials. This customer was offered our other materials, and chose wood. The photos this customer has supplied are from before our first service and not reflect the current condition of the job. This customer was informed that we would be performing construction on the property and that some traffic would take place. We simply cannot guarantee that foliage in the line of the fence or within a few inches of the area work is to take place will not be damaged. We inform ALL of our customers of this, and this information is stated on all of our contracts, as well. This customer did not have a clear line of work for us, however, we still do not like to hear that damage was done. We aim to work cleanly and efficiently. It was also wet that day, and some mud is inevitable. We are scheduled to go out again to perform service on June 26th. We are committed to making this customer happen within reason.

  Customer Answer

  Date: 06/20/2023

  I am rejecting this response because:  I did not say "zero communication" as they put in quotes.  I said I have yet to hear back after the crew left that day.  When I wrote this complaint, it was after the crew pulled my markers off of boards and left without speaking to me only fixing a small percentage of what was agreed on and leaving A LOT of the others.  I had sent 2 emails, multiple texts to the operations director and the sales rep because the way the crew left things made it seem like that was all the business was planning to do.  I started communicating and sending these messages before the company closed for the day.  I did not get a response until the next day.  I had no desire to write this complaint.  I just want the fence completed with quality work.  They have since contacted me to schedule a 3rd visit which I agreed to because they promised to send the director with them.

  I did pick wood, which is why I have given the business multiple chances to correct the issues.  I have been patient, but this will be the 3rd time coming out.  Cracks in the gate caused by screws being put in the wrong place, a crooked post and pickets being too high or low compared to the surrounding ones are not issues with the wood, they are with installation.  Again, I was understanding and patient with those things because things happen, but I wasn't feeling confident at that point that I was going to get resolution.

  Yes, it was raining which is why I didn't mention the muddy yard or driveway or road.  I complained because they physically wiped their boots on pieces of my property that are not the ground.  The flower bed they ruined was not in direct line with the fence (only a small piece was near it).  They pulled a hose straight through it and walked through it when there was a sidewalk that went right around it.  One corner of it was butting up to where the fence goes into the house.  I put all of the stone boarder back and understood why the flowers were covered in that section.  I didn't bring that up because that side made sense but its a large bed that didn't make sense for the rest of it to be destroyed.  I have not asked for money for the damage, I have not asked for money back for the install issues.  I'm a fair person and understand but that doesn't mean these things won't be reported in a review or complaint.  

  I told the operations director that if there were boards marked that he disagreed with then I just wanted an explanation, and I would remove some of the marks and he said no.

  All someone has had to do was explain that how some of the boards are bending is normal and expected but nobody has said that to me a single time until responding to this complaint. Some of the pictures are from the original install, but some are not.  It's fair to share the full picture of the journey this has been.

  If the operations director comes out with the crew as scheduled on the 26th and the issues agreed on can be fixed, I will be happy.  The response from the business including the tone is why I've felt no other option but to file this complaint.  Again, its not just the boards I thought were warping.  

  Such an odd approach to blame me for choosing wood and blame me for having to come back to fix things the business has agreed on.  I do not need hundreds of boards fixed...As I asked, just tell me which ones don't need to be.  Don't ignore the pole, the gate, the bowed section etc.  I have no desire to have to keep scheduling appointments and keep spending time emailing and texting.  I simply want this resolved.  
  
  
  
  Regards,
  
  
  
  ******* ******

  

  Business Response

  Date: 06/21/2023

  We are have already stated that we are committed to making this customer happy. We are scheduled to go out to troubleshoot these subjective issues.

  Customer Answer

  Date: 06/27/2023

  Thank you, *****, – all is resolved and I’ve marked it as Acceptable in the complaint. 
  
  
  Have a good day!
  
   
  
  Thanks,
  
  ******* ******

• Initial Complaint

  Date:05/31/2023

  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 decided to go with Mae Fence company to install a fence to enclose my back yard. There have been over a dozen issues with the company. Some have been addressed and some haven't. The quality of material is subpar and rough. The craftmanship is subpar. Mae Fence subcontracted the job to non-English speakers that I nor the city officials could communicate with. Multiple fence pickets were installed broken and had to be replaced but not until over 2 weeks later. Cement was left broken and on mine and my neighbors property. My wife's solar lights were damaged. They left 3 old fence post with jagged edges sticking up out of the ground. Several nails weren't driven into the post and were either left sticking out or in the grass near posts/pickets. The ticket order said no post caps but I wasn't informed they came with the posts until installation day when it was too late. I got scolded by the city inspector because the installers never contacted the city for the post hole inspections. No one from Mae Fence ever came out to inspect the work they subcontracted out. The most recent dispute is in payment. Mark from Mae Fence originally quoted me $4,865 in our email. He then added a discount coupon we received in the mail dropping the price to what should have been $4,363. It wasn't until we spoke to a lawyer that we realized we were charged $5,165 on the ticket. I paid $2,582 up front. Mae Fence attempted to charge me another $2,582 before the job was even completed to standard. I disputed the payment with my finance company. Mae Fence has now sent an Ohio Notice of Intent to Lien. With the lack of communication, unprofessionalism, leaving conditions in a state that could reasonably harm my child and pets let alone quoting and charging me two different numbers is unacceptable. I am looking for any help before involving a lawyer further.

  

  Business Response

  Date: 06/01/2023

  This customers job was completed on the 16th of May, which is when we run final balance payments for all of our projects. He then called on the 17th with issues pertaining to his product. We went through our steps of service on the 17th to find out what we could do to remedy his request which entails receiving photos of the issues he'd like addressed/fixed. The customer sent photos to us on the 17th, however, the attachments would not open. On the 17th, we responded, letting the customer know that we were unable to access the photos. On the 17th, we provided him with a service date of the 31st of May. We then never received a response from the customer to confirm the 31st as an acceptable service date. The next thing that occurred is that the customer charged back his final balance. We reached out on the 26th to inquire as to why he charged back and that we were awaiting a confirmation from him to perform his service requests. He responded by saying that he said paid someone else to perform the repairs and hung up on our customer service. On the 26th, as well, the customer admits (we are willing to send the emails) that "going back through my emails, I now see the email that got buried.... I never gave a response to your scheduling for May 31st as I never saw it."

  This customer further claims that our specialist was supposed to apply a coupon (which is in the mail, this is true), however, that coupon is to be presented at the time of the quote. The specialist also never received that coupon, so we have no proof of that. Even so, this customer was given a 2% military discount. It clearly states on the coupon, even if the customer had used it, that it is NOT to be combined with any other discounts. Period.

  The customer did say that he would give our company an opportunity to make things right. We are working with the customer to reach a point in which they are happy. Today, the 31st, we performed service to this customer product. We also DID issue a Notice of Intent to Lien because the customer would not agree to make a payment towards his balance. We prefer to handle things without litigation and fully believe we can do so. We will be working with this customer towards a fair settlement to promptly conclude this matter.

  Customer Answer

  Date: 06/02/2023

  I am rejecting this response because: there is no resolution offered by Mae Fence. Additionally since facts matter, 5/16 at 1:39PM is when I contacted Mae Fence about my immediate concerns. Especially those related to safety of my family. No one from Mae Fence came out or called to confirm the job completion. Mae Fence to this date still hasn't sent a representative out to my home to inspect the job. If they did, they would realize that the fence itself doesn't even hold up to the ticket they want to stick to. More than 50% of the picket spacing if off. More than 50% of the posts framing construction is off. I have photos of many of these as well if requested but again someone should have inspected this job from Mae Fence to notice. 5/17 is when Maw Fence reached back out to me requesting photos. Initially the photo attachments didn't open but I sent them again along with 13 issues or questions I had. I honestly believe Mae Fence only called me on the 26th because I stopped payment. I did hang up on the Mae Fence service representative because they demanded I pay now. In my opinion there was even attitude which I wasn't going to take. She repeatedly said this even after I expressed my concerns. In fact, the person even cut me off to do so. I am becoming more untrusting of Mae Fence after there response here. Someone from Mae Fence stated Mark the sales rep never received the coupon. This is a lie. In fact, I already sent BBB the emails between myself and the sale rep that show the coupon attach before the ticket was ever written. Mark had this and was aware. We have proof that he was aware because he responds in our email thread of his acknowledgement and event states at one point that he applied both the military discount and the coupon. The coupon also states not to be combined with other offers. The military discount is a benefit of my service as described by Mark in person. Mark has been working for Mae Fence for years and knows what can and can't be done. Even if Mark was just being a salesman trying to get my business, the coupon over the 2% military discount would be better for the consumer which was not done. Even on the ticket it says all discounts applies black out. Discounts is plural, meaning more than one. Either the quote and ticket pricing was an honest mistake or someone at Mae Fence tried to take advantage of me. 

  A Mae Fence representative did call me yesterday 6/1 initially trying to get me to pay the 2,582 again. I expressed that I have nothing personal against her and my issues are with Mae Fence. I told her I would not be paying that and I would rather involve the lawyer I reached out to for advice to further matters if needed. She responded, "okay, I will let our department know". We hung up and a minute or two later she called right back. She asked If I would pay 2,000 and call it even. I kind of laughed out of frustration and said no. She said she will talk things over with people at the office and wanted me to send over emails I had with Mark about his quote. She called later on and said essentially they will not honor the quote. I said I would first let BBB try to handle this and if not, I am prepared to involve a lawyer over negligence, misrepresentation and consumer protection violations. 

  I am looking for Mae Fence to accept responsibly for all issues pertaining to their entire process with me and make things right.

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

  

  Business Response

  Date: 06/15/2023

  We apologize that the several apologies that we have expressed to this customer were not sufficient for him.

  We've diligently administered several trouble shooting options to this customer and have whole heartedly attempted to make them happy. The most recent list of issues he's submitted are issues he's never expressed to us, otherwise, we would have addressed them.

  We agree to settling the final balance and consider this manner closed. We do not believe that Mae Fence Company, nor any other company, can satisfy a customer that is clearly fabricating issues in order to not pay their final balance.

  We do not wish to continue the back and forth with a United States veteran and attribute this unstable communication to issues that are beyond our inability to rectify.

  To be clear, we agree to the terms of an unpaid balance as a settlement. This account is closed on our end.

  Customer Answer

  Date: 06/16/2023

  [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 am frustrated that Mae Fence continues to play ignorant. Even in their last message, they state they never heard of the issues last named. I believe I already sent BBB email thread showing named issues going back as far as 5/16 or 17 of 2023. Even the first BBB complaint filed on 6/1/23 names the issues they stated they never knew of in their last message. I honestly feel like each time someone responds back, it's a different person.

  Even though I still see significant integrity/honesty concerns from Mae Fence, they provided a reasonable apology and meant my expectation of settling the remaining balance for the product/work done.

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

• Initial Complaint

  Date:05/17/2023

  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 hired Mae Fence to tear down our existing 6ft wood privacy fence and replace it with a 6ft vinyl one. I was assured that it would be in the same place as our existing fence. The day of installation my husband told the crew that we needed our back line of our fence to still connect to the neighbors, and they said “ok”. When I went out to do the walk through I noticed the line was not where the original fence was. I told them we needed it moved and the crew acted like they understood this and we’re going to do it. Well there was a huge language barrier and they did NOT put our fence in the correct spot. It is off on every side, and is covering a manhole to the main sewer system for our neighborhood. The city came out to look at it today, and agreed the fence needs moved. I got a call from the company trying to threaten me that I need this is writing from the city of Delaware by Friday, or that final payment is due then. I told Sam that I am NOT paying for something that was done incorrectly (and poorly constructed). I cannot guarantee that the busy city worker will have a document ready in less than 48 hours, and that I will be in contact with my lawyer if they want to be this way. They’ve come out two other times to “fix” parts of the fence that they cut too short. After these two additional trips to my house still only about 2/3 of the parts that are too short have been fixed. For almost $11,000 I expect this fence to be pristine. We went with this company since they had been around for a long time, thinking they would do a good job and be trustworthy; we were wrong! All they want to do is argue with us and not actually solve the problem. I have no issue taking them to court over this. I refuse to be bullied by a company and threatened that we need to pay by Friday, when they have not completed the job correctly. I wish I would’ve read the other multiple complaints about them on here before hiring them.

  

  Business Response

  Date: 05/17/2023

  This customers fence was placed in the exact spot her old fence was placed, and was also installed exactly as stated on the contract that she agreed to. The wood fence she previously had was face nailed on one side which dimensionally causes the placement to appear differently, while her vinyl fence is fitted construction. Nobody in our office would threaten any customer for any reason and we will review any phone recordings that might support this customers claim. Asking for payment or proof of a claim that the city demands we change her fence is NOT a threat. This customer admits we have been out several times in order to satisfy her requests. There is no solid foundation for us to completely move this customers entire fence beyond pure preference of said customer. We must receive final payment to satisfy the balance, as stated, by Friday 5/19/2023, for this project and have even given this customer until Friday to settle said balance or to send us the documentation of the claims she suggests to have from the city. 

  Customer Answer

  Date: 05/25/2023

  I am rejecting this response because: I will truly never be happy with this fence because it is NOT in the correct spot. I understand that the location of the panel is different with wood vs vinyl, but it is completely off on all sides. It should at least attach to our neighbors fences on each side, but again it does NOT! They threw tacky vinyl slats up to make them connect, which looks awful. Also there are still tons of areas that cosmetically look bad. I think that if anyone working at this company paid almost $11,000 for a fence and it was put in the WRONG spot (when they were guaranteed it would be in the exact position of the old fence), and it cosmetically had flaws they would not be satisfied either. I get you’re not going to move it, but I am not going to say this claim is resolved until you come fix the spots that were cut to short, attach the brace piece on the gate panel that has a screw that’s too short in it, and buff off the scuffs on the posts. And please do listen to the calls, threatening to send someone to collections if they don’t pay by a certain day is threatening when the job is not fully completed accurately. I didn’t even mention how much they trashed our yard. They killed flowers, stomped around in the rain so much that there’s literally no grass by the gates or around the fence line anymore, left multiple screws in the grass over by one of the gates (we have 2 small children and dogs so this is completely not safe and is lazy). The experience overall has been horrible and we have been treated very poorly.  10/10 do not recommend this company. 
  
  
  
  Regards,
  
  
  
  ***** ******

  

  Business Response

  Date: 07/26/2023

  We are surprised by this BBB submission, as we have not heard from this customer since her last repair on July 10th, 2023. We have shown that we are responsive to her requests for service and insist that there was no necessity for a BBB complaint. The braces that we use on our fences match our hardware, which is black powder coated, and this is the first complaint we've received pertaining to the braces. On the contrary, we've gotta amazing feedback on the braces. We have reached out to this customer today, 7/26/2023 in order to find out how we work with her to address her issues with her gate.

  Customer Answer

  Date: 07/28/2023

  Good morning Kathy, I do have an additional response for the business and some photos/videos. Since my last reply, one of our gates pretty much won’t open. It is the one that they put a support brace on when they came July 10th. When they came that day they were actually putting the brace on the wrong gate. I told them it was the wrong one. After arguing with me for a few minutes, they agreed to put one on the other gate (the one that was catching) as well. The original gate that that was sticking will barely open and close now. That’s what I meant in a previous message that the support brace is NOT working. I did try to call the business back on Wednesday. I left a message for Sam, but have not gotten any call back. Also the other gate is now catching as well. They do need to come back and fix both of the gates. I will try to call them again today to put in another service request.
  

• 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.

  The fence was installed with 5 different size panels and one side angle to met at a 24inch enclosure and the post is put right into the walkway that leads to and from the side of the house. Mae fence agrees to correct that side but to push back the panels that will leave about a foot gap. Then it patch up with another panel. The job needs to be re done properly installing panels from end to middle then you wouldn’t have 5 to 6 different size panels. This fence is costing me close to 5000.00 and it needs to be done correctly. I called and sent pictures. I even sent a video to Mae fence Rep. Mae fence refuses to re do the full job correctly. They rather do patch work. It is bad business and they need to satisfy their customers. If they want future referrals or even to stay in business.

  

  Business Response

  Date: 05/15/2023

  We spoke with this customer and agreed to perform service to her product as per her request. This customer kicked our crew off of her property because we would not move her entire fence. We strongly disagree with her request to move her entire fence and will NOT be performing that action. We will, however, move the one side of the fence that she has requested. The entire fence does not need to be moved. This customer is on the schedule for 5/17/2023 and we hope to satisfy her on that date. A balance is currently due.

• Initial Complaint

  Date:02/09/2023

  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.

  December 16, 2022 I paid $4,462 to Mae Fence to install an 86' vinyl fence including the gate. Two weeks later, one gate leaf broke after the first wind (not a hurricane) as it was not well secured. Our requests to repair the broken gate were denied. The company refers to bad weather conditions, while the contract gives a one-year guarantee for work. I invited an inspector from the Building Department of South Euclid. It Turned out that the work on the installation of the fence and gate was not done correctly andd was not accepted by the inspector. We are not young people and we do not have the strength to fight the company. Now they want $450 for repairs. Please bear a fair decision and restore our material and moral damage.

  

  Business Response

  Date: 02/15/2023

  Initially, the customer reported that the damage to the fence was caused by weather. Weather related repairs and/or "acts of God" are not covered under warranty. We have not seen the inspection the customer claims to have received, however, we have decided to remedy this situation at no cost due to the accusation that the damage was due to "incorrect construction". We value our customers and want to extend proof of that. We have spoken with this customer and have February 22, 22023 scheduled to repair this customers fence at no cost to them.

  Customer Answer

  Date: 02/16/2023

  2.15.2023 BBB received vm from consumer stating business called him and is coming out 2/22/2023 to make repairs. We accept business response.

• Initial Complaint

  Date:10/04/2022

  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.

  Mae Fence installed a fence in early September. It encroaches 18 inches over my neighbor's property line.

  It's my understanding that Mae Fence improperly filed to the city for the permit. The city contacted myself and Mae fence to resolve the issue - the fence has to be moved off my neighbor's property and onto my property.

  Mae fence refuses to speak with me and has not resolved the city's demand to fix this.

  Mae fence has treated me, with a disability discriminations, causing liability for others, and gross negligence which are state and federal laws that are being breached.

  I have emailed and called the company, the manager, and the president of the company yet no response.
  I am able to see the city directly demands that Mae fence talk to me in a civil format yet they do not even follow the what the city of Willoughby demands.
  

  I can continue with additional problems but I believe this is enough at this time. please contact me for more information

  

  Business Response

  Date: 10/10/2022

  Primarily, our General Manager agreed to do work for this customer after he called several times and refused to take no for an answer. The reason lower management at first refused to perform work for Mr. ******* was because Mr. ******* did not want to pay our company minimum, which is $2,500. Due to his extremely abrasive demeanor towards our employees, and persistence in requesting that someone "higher up" reach out,  our General Manager did so. After speaking with this customer and understanding we were installing a project for his neighbor, we made an exception to do his project for lesser than our minimum. We explained to Mr. ******* that ONLY because his neighbors were getting a fence, and if we could do his small portion the same day as his neighbor, that we would install the fencing he requested for $880. During the installation process, Mr. ******* came outside and instigated an argument with both the Willoughby inspector and his neighbor over the placement of the fence. The placement of the fence was known at that time by the inspector onsite. Mr. ******* was being so disruptive that our crew called the main office to make note of his erratic behavior.

  The fence was installed the way that the customer wanted and as stated on the contract. After completion of the project, we were told by the City Inspector of Willoughby that Mr. *******s fence encroached his neighbors yard. We then sent Mr. *******, his neighbor (Mr. ********) and the City of Willoughby an email that detailed that the fence would need to be moved and would be taken care of. We have attempted to resolve this issue and remove the 18" on his neighbors property. Mr. ******* quickly responded by telling us that we did NOT have permission to enter his property to correct the issue. Further, he threatened to call authorities if we "trespass on his property". This customer then threatened legal action and the involvement of attorneys, which we take extremely seriously. Once that threat is made towards our company, we typically hand the situation over to our own attorneys in order to address the issue accordingly.

  We did work diligently to correct this situation until we were threatened to not go on his property. We were trying to act in the "family owned" demeanor in which we pride ourselves in and make an exception to help this customer get fencing even though he did not meet our company minimum (company policy) and was abrasive with our staff. We have taken his multiple threats and unpredictable behavior extremely seriously and are concerned for the safety and well being of any of our employees that may come into contact with this customer should any further work be done on our behalf. We do NOT feel safe working with this customer any further and if he would like the 18" moved, he can do so himself.

  Customer Answer

  Date: 10/17/2022

  I am rejecting this response because If it is truly Mae Fence concern to fix the fence while I’m on the property than I have no issue for them to fix the fence without me on the property during the entire time while it being done. I have taken this city concern very serious and desire to resolve things in a civil matter. I explained in emails yet they have refused to communicate or resolve the issue. 
  
  
  I was not on the property when the inspector when my fence was put in. I was at work. I was there when the fence was being originally put in but did not remain there the entire time of the installation. I still have not refused to have things done legally right. It is the law stating that a contractor is responsible to fix the mistake and as they admitted and agreed to do so than I am requesting for them to complete such action.
  
  
  Also, I did not have the correction to be done right away as the city attempted to have my neighbors agree to resolve the scenario without any changes needed and no charge for a permit altercation. Finally I did talk to Adam on the phone and he stated that no word is good word and to wait to see if the city continues to force things to be done which the neighbors contacted all parties saying it needs to be corrected. I wish to follow the cities law and request which I have constantly done. 
  
  
  If Mae Fence does not even want to contact me and do it while I’m not on the property while they are there than they are welcome to do so. They did do work for my north side neighbors and they would be happy to work with them to make sure everything is resolved as it is causing issues in the neighborhood over something small that needs to be done. 
  
  
  If it is truly Mae Fence concern to fix the fence while I’m on the property than I have no issue for them to fix the fence without me on the property during the entire time while it being done. I have taken this city concern very serious and desire to resolve things in a civil matter. I explained in emails yet they have refused to communicate or resolve the issue. 
  
  
  Finally, the owner of the south property did consent that the fence could be put in as is but desires that the company aka Mae fence fix things if the city requires for a correction which has been done. 
  
  
  All neighbors and everyone is waiting for this to be fixed and as a disabled individual I couldn’t do so even if I tried. I need the company I hired to do so and for them to do what the city requires them to do. 
  
  
  For their safety concerns, I will do whatever they need to make sure there will be no issues at all. I will sign off a paper saying I won’t be on the property or do whatever is necessary to have the law followed and the contractors complete their job. 
  
  Please advise,
  
  
  *** *******
  ###-###-####
  

   

   

  Finally, the owner of the south property did consent that the fence could be put in as is but desires that the company aka Mae fence fix things if the city requires for a correction which has been done. 
  
  
  All neighbors and everyone is waiting for this to be fixed and as a disabled individual I couldn’t do so even if I tried. I need the company I hired to do so and for them to do what the city requires them to do. 
  
  
  For their safety concerns, I will do whatever they need to make sure there will be no issues at all. I will sign off a paper saying I won’t be on the property or do whatever is necessary to have the law followed and the contractors complete their job. 
  
  
  Please advise,
  
  
  Dan *******
  ###-###-#### 

  

  Business Response

  Date: 01/19/2023

  He has passed the inspection with no conflicts (see attachment). He agreed that the fence was installed as per contract, and would be connecting to an unauthorized fence should we have done so.
  

  I have also attached the copy of the inspection report.
  

  Adam P. V** ****
  

  Customer Answer

  Date: 01/20/2023

  In the prior statement Mae Fence stated they would be reaching out to me to discuss this matter. They lied to you and did not do it at all. No one from the company did so. I am glad that Mae Fence did not deny their lack of communication with a customer. If they would have told me everything was approved that would have decreased my stress which stress is the cause of me having seizure and I did have a seizure just last Friday. At the end, I only request that I have a hard copy that the entire fence permit has approved for both portions I have paid Mae fence to do. I want a copy for proof to my neighbors that shows both the right fence and the left fence were both fully approved by the city and the company communicated and makes sure everything has been done so, as a disabled individual, I do not need to continue to be stressed. I do not have a printer so it needs to be sent to me in the mail as normal. If they would like to send the proof showing the fence on both sides is approved by the city and all is well they can even send it for me to sign confirming I received it and all will be good. I am not asking much. A job that I paid to be done is fully completed from me paying them to work being done to paperwork’s being finalized to confirm all is done satisfactory. 

  
  

  I want to be treated equally as a customer and I don’t feel like there is nothing wrong with that. It’s sad that they have failed to communicate with me as promised, do the paperwork as done to me to complete the job. I know nothing is done until it’s not just hearsay but actual hard copy of proof for my records that all is done from both work that was done. Not just the most recent but both was fully finalized and approved. 

  
  

  I fully desire for a civil result in a professional matter. I believe that is what was paid for and I ask nothing for more than that. I’m sure BBB can understand that and how a disabled individual would desire to make sure business are held accountable accordingly. 
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:09/29/2022

  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.

  We had a fence installed in February 2022 by Mae Fence. The fence they installed ( black aluminum ) was scratched almost on every rail section, very disappointing. Then this past summer, our HOA made a suggestion regarding our rear carriage lane lights to be operational. After having two different electricians out to check out the problem it was discovered the fence company killed the private electric line ( severed the line ). After the area was dug up, we saw they also smashed and cracked our down spout drain line. There is no way this wasn't realized during the install and mentioned nothing to us. With the area exposed recently we could also see the post in that same area does not even have enough concrete around the post and were told by the contractor working on the line, that post will push during the weather change. We have called the company and left voicemails and no call back. We would like some restitution and the post to be properly cemented into place. Please help. Thank you

  

  Business Response

  Date: 10/03/2022

  We have spoken to this customer prior to this BBB complaint. We explained to the customer that Mae Fence Company is not liable (as outlined in our contracts that every customer must sign in order for work to be performed) for damage to unmarked underground lines. Unmarked lines are any lines that are not marked by 811. The lines obstructed were unmarked and impossible to know were present prior to digging. We will send a service team over to this customers residence in order to check the post in which is claimed to not have enough concrete.

• Initial Complaint

  Date:08/29/2022

  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.

  We paid Mae Fence $1184 at contract signing, and they have removed the remaining
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  We paid Mae Fence Co. half of the price for a "post-and-rail fence, that looks like one on a Kentucky horse farm," on June 6, 2022 ($1184) and they had already removed the other half on August 25, as soon as their 2 workers had finished installing a post-and-rail fence--three months later, after numerous delays, failures to show up, and miscommunicating with us--with one rail at ground level, one just above post caps, and covered with black metal mesh between the posts and rails--which Joanne specifically explained she did not want, and which is not on the contract we signed. In response to our complaints, a Mae Company representative promised over the phone, to come here the next afternoon (August 26) and remove the metal wire mesh. Nobody arrived then, either, and we were unable to contact Mae fence. After reading so many complaints about Mae fence now, on the BBB site, I see that this is the way they conduct business. We would like them to remove the wire mesh, but now, after reading about how their workers damage the project in doing repairs, I am concerned that we could have a worse situation if we finally get them to respond. We want them to remove the mesh ONLY if it can be done without causing any damage to the elements of the sad representation of a "horse farm post-and-rail fence.

  

  Business Response

  Date: 09/06/2022

  We have been in communication with this customer. Our customer service rep was out of the office for a personal matter during the time this customer reached out to us. She did have a greeting on both her voicemail AND email notifying customers when she would be back in the office. Usually, black wire mesh accompanies this style of fence and it is rare to NOT. We offered the customer to keep the mesh and no additional cost but the did not want to keep it. We are going back 9/13 to remove the wire mesh for this customer.

  Customer Answer

  Date: 09/12/2022

  9.12.2022, BBB received a phone call from ****** ***** stating that she does not want the company to come out Wednesday. She also stated that she no longer wishes to pursue her complaint through BBB dispute resolution services.

• Initial Complaint

  Date:08/02/2022

  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 08/01/22 Mae fencing came out to install a fence to my home. After the installation I was told by the installers they did not have all the materials and would come back the next day. For the installation I was promised meshed wiring at the bottom of the fence which was left off. I called the office and spoke with Samantha who told me she would call me back with a resolution. She did not. I left voice messages and sent emails and no one replied including the salesman. I waited for sometime without a reply. Then the final payment hit my credit card. Mae fence charged my card before the completion of my fence. Also theirs gaps under my fence where a small animal can past under. I would like resolution and my fence completed. Very disappointed.

  

  Business Response

  Date: 08/09/2022

  Management went out to the ********** project on 8/8/2022 to form a plan in order to place the mesh she requested to be put on her fence. We are installing the mesh at no cost to her as a gesture of appreciation of her patronage. The mesh is to be installed on Saturday, 8/13/2022. 

  Customer Answer

  Date: 08/19/2022

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