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:10/22/2024

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22457258, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ***** just want that one thing fixed but I keep getting the run around.

  

  Business Response

  Date: 11/01/2024

  Hello,

  This was a minor gate adjustment.  It took longer to get out than normal but it has been fixed.

• Initial Complaint

  Date:03/26/2024

  Type:Product 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 regretfully feel compelled to leave a negative review for Bryant Fencing after exhausting all avenues to address issues with their service. The initial construction of my fence fell severely below acceptable standards, with warped boards, improperly installed support posts, crooked paneling, and off-centered supports, resulting in significant damage and an unsightly appearance. Despite multiple attempts by the company to rectify the situation, only temporary fixes were provided. Subsequent visits revealed acknowledgment of the poor workmanship by the original subcontractors, who have since been let go.
  
  Furthermore, the subcontractors were found engaging in inappropriate behavior on my property, including alcohol consumption and sexual activity, directly linked to the substandard construction process. This misconduct reflects poorly on Bryant Fencing's professionalism and accountability.
  
  Consultation with a local contractor confirmed the need for extensive replacement of fence panels and support poles due to the initial flaws. Bryant Fencing, as the employer of the subcontractors, bears responsibility for these issues, which have compromised the overall integrity of my fence.
  
  Despite numerous opportunities given to Bryant Fencing to address the problems, they have consistently failed to meet expectations. Their dismissive response, attributing the issues to weathering and normal wear and tear, contradicts the observations of their own staff.
  
  I expect Bryant Fencing to take responsibility for their actions and replace my fence with meticulous attention to detail and professionalism. This entails hiring skilled professionals, ensuring adherence to high standards of workmanship, abstaining from inappropriate behavior on the job, and demonstrating a genuine commitment to customer satisfaction.

  

  Business Response

  Date: 08/12/2024

  Here is the timeline of events regarding this customer:

  ·         05/19/21 - We installed a fence for this customer.
  ·         12/17/21 - We then installed a second fence for him on 12/17/21.
  ·         02/13/22 - The customer submitted a service ticket on this second fence stating, “Looks like one panel was not nailed correctly & the boards are bowing”.
  ·         02/21/22 - Repairs were made.
  ·         04/11/22 - The customer submitted a 2nd service ticket stating, “Multiple wavy boards causing gaps in the fencing as well as middle trim pieces”.
  ·         06/09/22 - Repairs were made.
  ·         04/14/23 - The customer submitted a 3rd service ticket.
  ·         05/01/23 - Repairs were made.
  ·         12/17/23 - The two-year installation warranty expires.
  ·         03/05/24 - The customer submitted a 4th service ticket stating that the gate needed repairs.
  ·         03/12/24 - Repairs were made despite the fence being out of warranty.  While on site with the repair crew, the customer brought up warping boards that had pulled away from the fence. Because this wasn’t on the service ticket, the crew didn’t have materials to replace the boards.
  ·         03/14/24 - A repair crew showed up to do repairs and the customer kicked them off the property.  He sent a text demanding a new fence by the end of the week or he would leave bad reviews.

  The reality is that the majority of this customer’s issues are related to the fact that he stained his fence before the moisture content of the wood was below 13%.  When that happens, the stain traps in moisture and can cause more movement in the wood than normal.  Furthermore, both our quote and our contract state that there is no warranty on wood.  It further states that, “wood will warp, twist, crack, split, and/or bow as this is a natural characteristic of the wood”.  There were some legitimate installation issues that were addressed on our first repair visit.  All subsequent repair visits were done as a courtesy as they were not covered under warranty.  We even made repair visits after the 2-year installation warranty had expired.

  We feel we have gone above and beyond for this customer.  More than 2 years after the installation of the fence, this customer makes outlandish defamatory claims about the crew on the day of installation.  This is extremely sad and disappointing, especially after we've tried so hard to satisfy him.  We don't always get everything right the first time, but we stand by our customer service and commitment to our customers.  It is that reputation that has allowed us to thrive as a business for over 43 years.   
  

• Initial Complaint

  Date:07/25/2023

  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.

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********mals. Luckily I found it first. I was not happy! The installers also just poured dry concrete mix into the post holes without mixing the concrete mix up first. Is this standard practice? I have never seen this before. I question of the stability of my fence posts now. I immediately contacted Bryant Fence the next day and am still waiting to have my issues corrected. Around the second week of July Chris Davis, Production Manager, touched base with me and told me these issues were not acceptable and not how they do business. The installers should have put the post all the way up to the retaining wall. Also, the fencing should meet the contour of the ground with no gaps. They would be out to my house soon to repair. It is now 7/25/2023, I have called several times and still have not have anyone to come look at my fence, make any restitution or corrections. I have paid my contract in full, I have been more than patient and nice about it, but my fuse is burning out now!

  

  Business Response

  Date: 08/24/2023

  Company states that everything has been resolved with customer. 

• Initial Complaint

  Date:10/10/2022

  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.

  I contracted with Bryant Fence to move and reinstall our existing aluminum fence around our backyard. The installation is extremely poor gates are not level, fence posts are not solid and do not have dirt around them properly, and there are gaps in the fence large enough for my dog to get through. I cannot get anyone on the phone when I call they only communicate via email and to date have refused to come back out and resolve my issues. I finally received a call today from their production manager who promptly said he would not come out and would put me back in touch with their general manager who would email me. This company provides for poor workmanship and will not back their work. I have explained that this is an easy fix and we simply want them to come back and correct the items that are wrong but they will not. At this point I have stopped payment of the check as they did not adequately perform the services in our contract.
  

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 9, 2022/11/01) */
  After receiving customers concerns on 10/6, we conversed several times, then set an appointment to review concerns in person. After this meeting, we immediately ordered materials and have since completed repairs on 10/31.
  
  
  Consumer Response /* (2000, 11, 2022/11/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company came back out and made adjustments to correct all of our concerns.