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:04/06/2023

  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.

  Had a 6’ vinyl fence installed 11/17/22 by Jay C***** and his 2 employees. On 12/15/22 two 8’ section of pickets blew apart. Jay came out and put screws into the top rail to hold together. On 03/03/23 more panels lost and my wife called Jay to tell him our gate was coming apart where the lock is and the panel next to the gate was blowing apart like the others did in December. He said he would be out tomorrow meaning 03/04/23. He never came back and we ended up losing probably 70% of our fencing. We had to have another fencing company come out and they said the fence was not installed properly, it should have never done this, this fence should withstand 130mph winds. The new company also did a neighbor’s fence above us and it never moved. While removing this damaged fencing the posts were not cemented with enough cement and because of this we had some posts bend and even break off from the wind. I have pictures of this showing how some posts had little cement holding them. Jay also was told to watch our drain when installing the posts and his crew literally installed the one post right up against the drain, we still don’t know if any damage was done to our drain as we have not gotten all posts out yet. I paid him $6300 for a really poor job and the inconvenience this has caused us is inexcusable. Throughout this whole experience with Jay he was not consistent when he was supposed to come out when he promised us we waited around and he didn’t come when he said he would, twice he called while we weren’t home saying he was coming and we had to rush home as to not miss him while we were in the beginning phases of measuring, bring & to bring the contract to do the job. We started this endeavor 08/17/22 to measure, brought estimate 08/22/22, brought contract and we paid for materials on 09/10/22 Jay never came back until 11/17/22 after he promised it would be 10/17/22 and telling us to call 811 2 days prior, on 10/14/22 the utilities came out it, it is only good 10 days.

  Business Response

  Date: 05/01/2023

  The privacy fence was installed on 11/17/2022.  All pieces of the fence were properly installed to manufacturers standard.  I received a call on 12/15/22 where damage occurred following a wind storm. The 2 sections that were damaged were repaired on 12/16/2022.  On 03/03/2023 after another sever wind storm that occurred in the area, where I received multiple calls to repair wind damage on a variety of types of fencing.  I responded to calls in the order they were received and told all customers that I would be out to assess the damage as so as possible.  Before I was able to get back to the ******** residence to repair damages, I had received a letter from the BBB.  Between the dates of 03/03/2023 and the date I received the letter (04/06/2023) there was no additional contact made between myself and the customer.  On or around 04/23/2023, I was working near the ******** residence and I spoke with Mrs. ********.  I offered to re-install the existing fence at no cost to them.  At this time Mrs. ******** had told me that they were already under contract with another company.  This is a high wind area and I can not be responsible for the wind damage.  

  Customer Answer

  Date: 05/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  I disagree with him getting back to people in the order they called because our damage was early when this storm started and my wife called him as it started blowing apart and left a voicemail. He called her back and said he would be out tomorrow (03/04/23 Saturday) that he was on his way to his other job. I don’t see how we would have had that many people ahead of us with damages because we called between 3:30-4pm as this storm first started. He never came out the next day or called to say he couldn’t make it. We didn’t call him again on Saturday because we didn’t know if he would be working at his other job and didn’t want to bother him if he was…figuring he would call us or show up. It had been almost two months when my wife saw him and they spoke, we had no choice but to have two other companies come out for estimates for insurance claim purposes because we have two new puppies that are shepherd mixes and NEED a fence.  Two people  said the fence should not have done this and it was not installed correctly. And as I stated and Jay stated it had two panels blow out in December (not even a month after installation) it just shouldn’t have done this.  Other neighbors have fencing similar to this and theirs didn’t move which my wife brought up to Jay when they spoke the end of April.  Jay informed her how many years he has done fencing but he didn’t install our fence two of his workers did, he only came by a couple times and he helped with the gate installation. So this is our other argument he didn’t install our fence himself, the majority of the work was his two workers.
  We feel he should have to at least refund us for at least the labor he was paid for this reason.  It isn’t right that businesses can do this and get away with it when it was negligence on their part.
  
  
  Regards,
  
  
  
  ****** ********