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Business Profile

Fence Services

Critterfence LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fence Services.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    DO NOT BUY FROM HERE!! You have been warned. Spent $700. Received 1/2 of it and was told it was my problem to figure it out with ***** who they picked as the shipper! The delivery clearly shows one roll not two delivered and states 1 of 2 pieces delivered! Then when I was trying to figure it out with ***** they decided to open their own claim and got paid and I have confirmation from ***** that they were issued payment and I am being told maybe Ill have resolution in 2-3 weeks after I know a check was mailed to them confirmed directly from Frdex and critterfence is still refusing to refund me or give me the rest of my product. HORRIBLE BUSINESS!! The owner and managers refuses to speak to their customers via telephone I was told I was only allowed to email and would NOT receive a phone call. Ive never hated a company before but this is my first!! Do not buy buyer beware!! Reporting to better business bureau!

    Business Response

    Date: 08/06/2024

    Hi, sorry to hear of an issue with ***** delivering a package. Here's what we know:

    Customer ordered on Friday 7/19 at ************ our ***** pickup for the day.

    We processed, shipped and placed her two packages in the hands of ***** on Monday 7/22 at 7:40am.

    ***** tracking shows both packages delivered on Wednesday 7/24 at 12:45pm. Please see attachments named "proof of delivery 1 and 2"

    The customer called and emailed on Sunday 7/28 multiple times stating she didn't receive the 2nd roll. I replied by email on Sunday 7/28 at 5:44pm asking her to call ***** and initiate what they call a trace. The driver will call the customer and set up an appointment to find the missing package and re-deliver it if applicable. They will ask unique and specific questions like the style and color of home etc. On our end, we also opened up a case with *****. 

    On Saturday 8/3 the customer emailed in a bunch of more times and initiated this BBB complaint. At this point I don't have any information from the customer or ***** as to if the customer contacted them to initiate a trace (as requested) or if there is any resolution. ***** will find the package and deliver it (if the customer doesn't have it, it's somewhere!!) or reimburse us, where we can refund the customer. This doesn't happen very often, but when it does 99% of the time ***** finds the package and redelivers it. In this situation, it's frustrating for us (we did everything right-  shipping instantly what the customer ordered) and frustrating for the customer because they don't have it. ***** isn't always perfect and we are doing everything we should to get this resolved for the customer. 

     

  • Initial Complaint

    Date:06/05/2023

    Type:Order Issues
    Status:
    Answered
    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.
    April 14, 2023 Paid $2001.28 for a custom dog fence kit that was built and quoted to us by the sellers Product/Installation Specialist. We are not contractor so used their service we were referred to by their GM ****.We overlooked parts that were scratched and damaged. They can be repaired but should not have to be.We are missing a bunch of items to complete our fence. Missing 7 posts, a bunch of special screws, a brace and a dozen ground sleeves for braces and gates, maybe missing other parts but have no clue Notified seller of shortages. after we werent able to install fence posts ourselves due to medical issues. Our contractor went through all the boxes laid everything out figure out what was all missing. Fence Kits include everything to build fence according to website. We purchased additional items recommended by Product/Installation Specialist and still do not have all the parts to complete the fence according to their directions posted on their website. Seller refused to send parts or even assist us in figuring out what we needed yet. All communication has ceased from the seller and they are refusing to send us missing parts unless we pay for them. Sellers website is misleading as they are selling kits that do NOT include everything to complete fence according to their instructions. Optional items purchased were not sent but supposed to be included in the kits. Seller claims expertise and top grade heavy duty products. Seller fraudulently advertises multiple locations but only one other location that is out of business is listed previously in *********** with numerous complaints. Photos from other customers depicting fences built to specifications are displayed all over the internet on ************* Seller fraudulently displays a generic BBB accreditation logo on his website. Its going to cost us 3x what we spent on this useless kit to rectify this situation elsewhere if the seller does not send us the parts needed.Photo proof will not upload.

    Business Response

    Date: 06/20/2023

    Hi, I'm sorry but no. The customer placed an order from the website, we filled it. When the customer contacted us multiple times we tried to explain in different ways what the issue was. The customer placed the posts too close together - about 1/2 the distance apart as what was ordered and outlined in the fence instructions, then ran short and demanded that we send ******************************** else. We then itemized package by package with supporting documentation explaining what was paid for again, and showing that was delivered. The customer continued with threats so we offered a compromise- selling them the additional 14 posts, caps and ground sleeves at our cost - as a one time courtesy to settle the issue. We have not heard anything since but received this BBB complaint. This is frustrating because we bend over backwards every day for our customers, instantly shipping orders in most cases the same business day at no extra charge.in this instance we have to agree to disagree, the customer is not entitled for more than what was paid for. We sell our product wholesale direct at low profit margins there is no room to send double the posts no charge.

Critterfence LLC is NOT a BBB Accredited Business.

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