Complaints

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

• Initial Complaint

  Date:08/10/2023

  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.

  Purchased backyard fence with 2 side gates 9/23/16 from Pro Fence & Rail. Price for fence & labor, $15,500. Paid $7750 deposit. Installation completed 12/1/16 & paid balance of $7750. Fence supply company's Limited Lifetime Warranty was attached to proposal, work order, & receipt. 10/31/22: Discovered cracked gate frame at latch. Contacted Pro Fence & spoke to Noah that day. I explained the problem & sent 4 photos of compromised gate frame, per Noah's request 11/9/22: Called for an update, again spoke to Noah. He said he reached out to the manufacturer & was waiting for a response. Then said manufacturer said they need to check into things, adding to allow 10-12 weeks due to supply chain issues 2/24/23: Called Noah for gate update. He said it was still not in. He said he would call the manufacturer again for an update & then call me back. He said he was not concerned about charging us when I asked about cost, as it was a product defect. He did not call back 5/17/23: Spoke to Jeff U****, Pro Fence owner. Explained history of the gate issue, now waiting over six months for any effort on the part of Pro Fence to reach out, inform or update me on the progress of our gate replacement. He said he would check with Noah on the status of our issue & one of them would get back to me 5/17/23: Call back from Noah who apologized. He said, & I quote, "I'm sorry, I dropped the ball on this." Asked me to take pics of the yellow carbon of our contract & paid invoice so he would have accurate info regarding the gate & fence. I immediately sent all of the requesting info via text & pics on my cell phone. He said that a company sales rep said it would be approx. 6 weeks with an expedite on the order. He acknowledged receipt of all docs 8/1/23: Spoke to Noah. 10 wks have passed, 4 wks beyond the approx wait time I had been told Noah cut me off and said he was coming out himself. He said he would repair the cracked frame. How? Set 9:00 AM 8/3/23 app 8/3/23: Noah did not show up

  Business Response

  Date: 08/11/2023

  Please understand from the beginning, Pro Fence and Railing is under no obligation to help Mr *** ***** in this matter. The warranty comes from the manufacturer, not Pro Fence and Railing. All of the effort and expense we have spent to this point is solely a courtesy to Mr *** ***** and an example of how we have always gone the extra mile to take care of our customers when we can. It is clear, and in bold letters, in the warranty from Greenway that was provided to Mr *** *****, that the customer is required to notify Greenway within 30 days of discovering any possible warranty issues. Mr *** ***** failed to do so. Second, the warranty is clear that it does not cover windstorms and acts of God. When Mr *** ***** contacted us, he told us he noticed this after a very heavy windstorm. This is not covered via the warranty. It is clear from the pictures, that during that windstorm the gate was not properly secured and the wind slammed the gate against the latch post causing the crack in the material. This is not something that happens from everyday use. 

  Many things have held up our assistance to Mr *** *****. First and foremost was Covid. Manufacturers around the world shut down or severely cut production. Please note there are only a handful of vinyl manufacturers to supply the entire world's demand. When they finally did re start limited production, the only were only manufacturing white. Mr *** ***** chose a color we have only sold once in 29 years. As the manufactures continued to add production, the concentrated on the 3 most popular colors, white, tan and clay. Only now are they starting to manufacture the obscure colors and they may only run a batch once a year and when it is gone, it is gone until they decide to make another run. We have also had to call in many favors in an attempt to purchase only the material need to help Mr *** *****. Manufactures do not sell less than bundle quantities. As much as were are willing to help Mr *** *****, we were not willing to spend over $3,000 for a bundle of material we have sold once in 29 years for a few pieces. 

  We do not control the manufacturing process, nor can we control the information we are given by the manufacturers and their sales reps. We can only pass on that information. If that information turns out to not be true or it changes, we can not be held accountable. We have done our best to keep Mr *** ***** informed. 

  Another issue that has hampered communication with Mr *** *****, our CRM system is highly technical and communicates primarily via email. Mr *** ***** refused to provide us with an email. This then depends on our staff doing everything manual for Mr *** *****. As most other companies in the United States, we are short staffed and this is one of the main reasons we invested in an automated CRM system. We do not have the staff to provide a great customer experience the old fashion manual way. Furthermore, Mr *** *****, does not have an answering machine. Our CRM system tracks every call and attempted call as well as emails. Our last attempt to contact Mr *** ***** was on August 3rd at 9:38am to inform him that we had still not received his material. The phone rang and rang without the ability to leave a message.

  I understand this may be frustrating for Mr *** *****, but we are assisting the best we can and spending our time and money when we are not bound to do so. If Mr *** ***** is not happy with our efforts, he is free to contact and deal with the manufacture who actually warranties the product. It is my understanding that we should have his material within a few weeks, but we have been given that information in the past. If Mr *** ***** still wants us to assist him as a courtesy, we will be happy to do so as soon as the material arrives. We will wait for his response if he would like us to continue to assist.

  Sincerely,

  Jeffrey U****

  President, Pro Fence and Railing.

   

  Customer Answer

  Date: 08/15/2023

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