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:05/17/2025

  Type:Sales and Advertising 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.

  April 22 2025, 1500 dollars. I put 1500 down payment on removal of old fence and install new fence. Never received receipt or contract. Found out neighbors were putting up new fence so I canceled order only to find out I only had 3 days to do so. I still need old fence removed. Called several times with no response they can keep the money just remove old fence Called several times with no response

  Business Response

  Date: 05/20/2025

  Hello attached is a copy of the signed contract where we highlighted the 3 day cancelation policy.ON 5-12 ****** called to cancel which is past the 3 days however we can definitely schedule the removal of the wood fence. Please contact the office to do so. ************ 

  Customer Answer

  Date: 05/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:11/19/2024

  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.

  My wife hired custom fence to install our fence, we were having issues obtaining the permit, due to the city being backed up on them. We communicated this multiple times. Custom fence decided to move our install up I believe a week, when we again informed them we didn't have a permit. They gave us a choice to pay a $1000 unloading fee or put the fence in, so we put the fence in. We received the permit about a week later and the fence is now in violation of the permit. Custom fence says they want another $2000 dollars to fix the fence when they are in violation of ATCP ******. We have reached out to custom fence on more than several occasions to give them the opportunity to resolve this. I have been yelled at talked down to, asked if I don't know how to read. I am currently getting quotes from other companies to bring my fence to code. If custom fence still refused to correct the issue my next course of action will be to hire another company and take them to court. If the city starts to fine me for being in violation I ask the the fence company be liable for those fees.

  Business Response

  Date: 11/23/2024

  Custom fence provided several options for the customer in a quote. The customer signed the quote selecting a fence 6 ft high. Part of custom fence contract and checklist that is signed by the customer states the customers responsible to contact the municipality they live in and obtained the permits if needed it also says customer is ready for there new fence installation meaning they have this and they are ready for there install. Custom fence did offer to split the cost with the customer even though this was not due to any error of custom fence.  

  Customer Answer

  Date: 11/25/2024

  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.
  
  [Please type your response here.] This is not acceptable, regardless of the contract the business is liable for meeting city codes and ordinances. I highly suggest the business read the statute called out in the original message and our emails and conversations with the business. 
  
  Regards,
  
  ****** ******

  Customer Answer

  Date: 11/26/2024

  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 

  I attached contract, the contract does not show what was discussed, the fence company installed the fence without the permit, after we already informed them we didn't have the permit and they moved up the date, they also said if we didn't install the fence on the moved up date they would charge us another $1000. Regardless they are still legally liable per ATCP 110.03
  
  Regards,
  
  ****** ******

  Business Response

  Date: 11/28/2024

  Custom fence provided several options for the customer in a quote. The customer signed the quote selecting a fence 6 ft high. Part of custom fence contract and checklist that is signed by the customer states the customers responsible to contact the municipality they live in and obtained the permits if needed it also says customer is ready for there new fence installation meaning they have this and they are ready for there install. Custom fence did offer to split the cost with the customer even though this was not due to any error of custom fence. The customer provided in the last response the highlighted contract and checklist showing the responsibility of the customer of which is everything mentioned in the complaint as his responsibility. Custom fence offers stands as to splitting the cost of fixing the customers errors.

  Customer Answer

  Date: 12/02/2024

  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 

  Agian this is unacceptable, contract could say ****** ********** is liable, it doesn't matter, the law says custom fence is liable and I'm done going back and forth. They are legally liable and I expect them to fix the fence. I strongly suggest they contract a lawyer and learn the law if they are going to continue to do contract work. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:09/29/2022

  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.

  We paid $13,053.44 to have our full yard fence installed on 12/23/2021. Our contract stats that our fence is guaranteed from defects in workmanship for up to one year. In negotiating the contract, we emphasized that we had a small dog, ensuring that the fence touched the ground was a deal breaker for us. Customer Fence guaranteed to have the fence at ground level with the caveat that it may be at *** between 2-4 inches off the ground in peak spots. We have since come across multiple workmanship flaws from the installation. The fence is 6 inches off the ground at minimum and is up to **** inches in peak spots. Our dog has walked under the fence at numerous times and our neighbors dogs have done the same as well. This has created huge safety risks as we live on a very busy street and are in constant fear that we may lose one of our beloved pets to a car accident due to these installation issues. There is also an old wooden fence post that the installation crew was supposed to remove but did not. I've tried to explain this to Custom Fence but they refuse to acknowledge it, this fence post is the issue that is causing the height issues. It is at the lowest point of the fence and the fence is resting on it. This fence could have gone down much further had the installation crew removed it like they should have. Our gate also continues to lean and has needed to be manually adjusted multiple times. I have contacted Custom Fence on these issues and sent them pictures on multiple occasions. They initially sent someone out to look at it who immediately denied fault, refused to look at the issues that were expressed, and stated repeatedly that we signed a form accepting the installation of the fence. They have since refused to uphold their end of the contract and instead insist that we pay $100/labor hour plus material for "repairs". I can't afford that after just giving them $13,000, especially for workmanship issues that should have been fixed during installation.

  Business Response

  Date: 10/12/2022

  Hello,

  We are currently resolving this complaint. We have come to an agreement to repair what is requested at 0 cost to the customer. He is aware that it will be completed before the snow flies.

  Thanks,

  Custom Fence.

  Customer Answer

  Date: 10/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************