Complaints

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• Initial Complaint

  Date:05/02/2023

  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.

  I contracted with McCullough Fencing (PA  Contractor #: ******) to put in fencing on April 7, 2023 (Project Number: ****) in three areas. Area of concern:One area, back of my property I contracted with them to install fencing and a gate to block neighbors' security lights. Complaint: The gate is too narrow with gaps on both sides. Contract rofessionals have assessed that the gate needs to be remade to fit the space, that the gate is not correctly made. The gate is not evenly hung, a different width at the top hinge than the width at the bottom hindge. The co-owner states that closing the gaps will interfere with the operation of the gate. But the gap of about 3 inches at the latch side is wrong. My contractors assess that a properly fitted gate will close the gaps and the gate will be able to be opened and closed without problems.Complaint 2: I requested 2 times that the company send me a paid-in-full receipt. I paid in full on the day of installation. Finally, on April 14 a vague one sentence document was sent, but it does not mention the amount that I paide ($3,035.00) nor the description of the work that was completed. Outreach to McCullough Fencing: I reached out via email 2 times (April 14, 25) to request that they correct the gate problem. The co-owner refuses to correct the problem and refuses to come to the property to discuss ways to correct the problem. .

  Business Response

  Date: 05/05/2023

  Durning the estimate the customer complained about the rear neighbor's flood lights as well as her side neighbor's lights. She has tarps hung roughly 8-10' in the air throughout her yard to block these lights. The customer wanted higher than a 6' fence to block these lights however in her county 6' is the maximum height. Prior to her deciding to move forward with the fence the customer was informed that there would be spacing at the gate for it to function properly. I was the one on the estimate and made sure to stress this due to her repeatedly complaining about these lights. Our company policy is to not take any deposit for our work, once the work has been completed and we walk through the yard to confirm the customer is okay with the work we then receive final payment. At the time of the walkthrough the gate was shown to the customer in order to show her how to operate it properly. At that time no complaint was raised about the spacing of the gate or the hardware used. The spacing is standard on all of our wood gates for the gate to function properly. I always ask if there are any issues before taking payment and she insured me that she was happy. We use all black stainless steal hardware which comes standard on all of our gates. We do not carry or install any other hardware. I tried to give her a brochure multiple times that has information on this and shows examples of the hardware, however she refused to accept it and stated that she does not like paper. I offered a solution to put a section up instead of a gate (email proof attached). This would be at no additional charge to her and it would eliminate the gate and the spacing at the hinges. She does not own property behind the fence line there is no need for the gate. She did not respond to this offer. I also sent a paid in full receipt via email and Square, (the company we use for credit card payments) also sent one to her for her credit card payment. I have attached our emails where she thanks me for the receipt and states in response to the paid in full receipt "Thank you for sending the paid-in-full invoice. I appreciate your help". There was no further request for a receipt. Our receipts all state that the customer has paid the balance in full and there is no outstanding balance at this time. This does upset me because we were warned by multiple neighbors to not take this job due to her doing this to other contractors. We were informed that contractors have left the job before completion due to her combativeness and inability to please her. We decided that we wanted to give her a fair chance and still took on the project because we do not believe in listening to neighbor gossip. I do not feel as though her complaint is valid as she was aware of this information before hand and we attempted to rectify the situation to which she chose to not respond. 

  Customer Answer

  Date: 05/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 1. I have been advised by profesdionals contractors that a. the gate does not fit the space, that b. the gate will function properly if made to fit the space, that c. the gate was made too narrow for the space, that d. the business should do the right thing for the customer who paid in full which is to make a gate that fits the space., that e. the current current is unacceptable. 2. I requested a paid in full  receipt that states the work done in detail, the amount charged and the same amount that I paid.  The business has not provided a professional business paid-in-full receipt. 
  
  Regards,
  
  
  ************************************************
  

  Business Response

  Date: 05/08/2023

  You have never requested the details in the receipt. You responded stating thank you for the receipt and that you appreciate our help. At no time did you express a concern with our paid in full receipt. You never mentioned to ** that our paid in full receipt was a problem until you posted your compliant here.

  We are not making a new gate for you. The gate is the appropriate size and functions perfectly. This is our standard spacing on all of our gates. You are upset that the fence is not blocking out the flood lights. I can not help the fact that 6'H is the legal limit in your area. You were informed about the spacing during the estimate and pre installation walkthrough. At no time during those discussions did you express a problem. 

  Customer Answer

  Date: 05/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because I am rejecting this response because: The company McCullough Fencing promised to install, as shown on the document attached a 42" wide (forty-two inch wide) wood fence gate at the back of the property [document attached]. The wood fence gate installed measures 39.5 " wide (thirty-nine and 1/2 inches wide)[photos attached that show the measurement of the fence McCullough installed, 2.5 inches less that the wood fence gate they promised to install]. I paid in full for a 42" wood fence gate. The current 39.5" wood fence gate is unacceptable. 
  
  Regards,
  
  ************************************************
  

  Business Response

  Date: 05/21/2023

  That is correct. The opening which would be your gate is 42”. We measure our gates by the opening. Which is why I told you at the estimate that you would have the same opening as your previous gate. The gate cannot be the same width as the opening. We used the same holes, we cleared them and used fresh concrete. If you want the gate itself to be 42” than the opening will be between 44”-45”. The gate will not function if it is the same width as the opening. It is impossible for the gate to function properly if it is built to the same opening as the posts. Your front gate which you requested me to fix since it wasn’t working properly is built this way which is why it doesn’t work anymore. The same issue that the gate we replaced had, it was not function properly anymore. Again this was all explained to you prior to the installation at both the estimate and the pre-install walkthrough. I specifically told you there would be spacing for the gate to function. I told you that there would be spacing when you complained about the lights. You were well aware that the gate would have spacing. This compliant came weeks after the install. At no time during the final walkthrough did you complain about the gate. You asked me to adjust other things which I gladly did. You have fabricated multiple complaints about my company with absolutely no backing behind them. I offered a solution to put up a section free of charge that would eliminate the need for the spacing. There is no need for a gate in that location and the section would be tight therefore the 2” that concerns you would be gone.