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:07/29/2024

  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.

  Fence installed at *************************** ***** I paid a total of ********* for the work.The installation took parts over 2 days in early April 2024 the wrong latches for both gates were sent and they had to come back and install the correct ones.- Future Solutions also sent me an email about sending my account to collections if I had not paid the bill , The final receipt was not sent to me until I contacted them only 7 days after the completion on the work . there was no phone call about the invoice or any other communication. I had offered to pay the full amount prior to the work starting . The salesman **** explained the collection email was a mistake. -Future solutions had to return to adjust the latches on both gates as the gates would not close unless you lifted them up and the springs for both gate latches kept popping off as the screws for the latch would hit the spring.-Future solutions also had to return to fix the fence post caps as the put the wrong caps on the gates.-Future Solutions also has to return to fix the caps on the fence post as they keep popping off in random locations around the yard - They used gorilla glue to glue the caps on , I find that unacceptable fix. - I am currently waiting on Future Solutions to return and fix multiple s**** issue where the post connect to cross rails , as many screws are so loose you can turn them with your hand , some are not screwed in the whole way and some are screwed in on an angle. - Lastly the spring for the 5ft gate has popped off again so they will need to address that issue again. - the communication with Future Solutions has been very one sided on my part

  Business Response

  Date: 08/21/2024

  We have been in contact with this customer the whole time, we keep a very detailed *** that records all communications with the customer, aside from the telephone communications we have an email chain with over 24 email communications communicating ***** through the entire process. He had some minor issues with the fence including some loose caps, a gate adjustment and a bent latch, we sent a repair crew out on 2 different occasions to fix the stated problems. ***** is still not happy expressing he was mad that he was told his bill would be sent to collections if not paid. It was explained to him that it was an automation generated by the *** and he was simply placed in the wrong stage of the job being human error on our part to just ignore it. We contacted ***** today after filing this complaint and he does not want us to fix any existing problems however he wants monetary compensation. I have included photos of the fence installation taken at time of completion in which the install is professional and done in a workmanlike manner. The caps were repaired on 04/11/2024 and the gate was adjusted on 07/12/2024. We stand open to resolve any installation issues. 

• Initial Complaint

  Date:08/26/2022

  Type:Order 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.

  My job was for an L-shaped fence with gate and two additional gates in my back yard as a pool enclosure. -The start of the job was June 13th ,2022 and the Job was finished June 16th 20022. -The price of the job was $6,218.47, which was paid in full two days after completion. -About a week after the completion and after a rainstorm it was noted that the fence post were rising or sinking into the soil, it was noted the fence post could be easily pulled out of the ground by hand. (The contract called for all post to be set in concrete add stability ...This was not done while setting the fence ). We called Future solutions to rectify this matter, within a week of the install and they promised to send a man to rectify the problem ,but that it would take awhile. By August 15ty we had heard nothing so we called again, they stated they would have some sent out by September. Today 8/26/22. I received a call at 7:25 a.m from a Stephen A**** , telling me he was on his way to come look at the fence issue, I was on my way to work at 8:00 a.m and I told him this would not be possible(This appointment was not pre- arranged and this was the first called I had received from any agent of FUTURE SOLUTIONS.) When we called back later to reschedule we were told it would be 3-4 weeks ,since we did not accept the unscheduled 7:25 a.m appointment call ....THIS IS ABSURD and poor business practice. Also of note, the contract called for removal of all debris from the existing fence. During. recent landscaping, a great deal of concrete from the original fence was found secreted under our trees and bushes which had to be removed at our expense. We have all contracts and e-mails to support this claim if needed

  Business Response

  Date: 09/29/2022

  Hello, 

  We are sorry you are having this experience. I understand completely that you feel there may have been no concrete used on the posts. We believe that what may have happened is that the crew did not compact the soil around your posts correctly. As a direct result, when it rains, the soil around the posts will settle as it is no longer virgin compacted soil. This can give the appearance that no concrete was used as it is typically 3 feet below the ground. 

  Whatever the case may be, which seems to be mainly a communication issue, we stand by our products and would appreciate the opportunity to correct the problem. We will continue to reach out to you, or if more convenient for you please reach out to us. 

  Regards, 

  Future Solutions