Complaints

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• Initial Complaint

  Date:08/06/2024

  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 asked Fence USA for a fence quote. During the quote *** stated that he couldn't start on the fence until September 16, 2024. I stated I wanted the fence sooner for the summer time because it was for privacy for my pool, I have 2 special needs children. He stated that he couldn't get to it until Sept because he was booked up due to the tornado that had hit close to my home, but if there was a cancellation he would move me. He asked for a $500 deposit. I gave him a check with the understanding that I wanted the fence sooner than Sept. Nowhere on the quote does it say that a deposit is expected or if one is paid it is non-refundable. It says nothing about deposits at all. I found someone who could put the fence in sooner. I contacted Fence USA and asked to cancel and for my deposit back. I was told it was non-refundable. I stated that nowhere does it say that nor did *** say that at the time of the quote. All he stated was a check was preferred as a credit card had a 3% fee. I assumed he would just hold the check since the appt was so far out. On the quote it states that it is "subject to a cancellation fee". I asked how much the cancellation fee was and that question was ignored and I was told once again the deposit was non-refundable. I'm a reasonable person. Had Fence USA been out money or time of any kind I would have understood, however, considering I cancelled one month from the quote and the appt was 3 months from the quote, not only had they not purchased materials yet, but that appt slot was in plenty of time to be given to someone else. I would like my $500 deposit refunded please.

  

  Business Response

  Date: 08/19/2024

  When the client signed the document and gave the deposit on the fence install, she was told the schedule date for the install she waited 24 days before cancelling the install. Holding up our schedule If she had called and cancel within a week, she would have received the deposit back, waiting 24 days and shopping around and not communicating that to us was unjust.

   

  Customer Answer

  Date: 08/21/2024

  Complaint: 22096206
  
  I am rejecting this response because:

  Had the quote been for within 30 days, canceling after 24 days would be unreasonable, however the quote was for 90 days out so 24 days was not unreasonable. The job was not shopped around for a lower price, as a matter of fact, I paid more, however I did get it done in the timeframe that I wanted that I told you about. Before I put a deposit down I made it very clear that I wanted it sooner than September 16 and you said if there was a cancellation you would move me up, but it was difficult because there were SO many jobs because of the tornado. Considering there were so many jobs I am sure my September 16 slot was easy to fill since you had 60 days to fill it. According to your quote, it says theres a cancellation fee. I was more than willing to pay this cancellation fee, however, when I spoke with your wife, she did not tell me what the fee is and just kept reiterating that you were keeping my deposit. Do you charge a cancellation fee and keep someones deposit? You kept my deposit out of spite. Also, nowhere on your quote does it say that a deposit is required.  So when you asked me did I want to put down a deposit, it was completely voluntary, therefore it should be refunded.
  
  Regards,
  
  *********************