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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
All American Fence ***** **** (AAF) installed my fence in March 2012. In the contract, the fence carried a 15-year warranty on workmanship and materials. On May 16, 2022, I contacted AAF to let them know that part of my fence was loose and close to falling over and that I wanted it repaired per the warranty. AAF inspected the fence and agreed three (3) fence posts needed to be replaced (a covered item) but refused to repair it free of charge and instead sent an estimate for $600 to make the repairs due to "unprecedented times. I dont think it is acceptable for AAF to unilaterally change the terms of our contract and I expect them to repair the fence free of charge per our written agreement. The following is a timeline (partial list) of events surrounding this complaint:March 26, 2012, All American Fence replaced our fence.May 16, 2022, I emailed AAF to follow up from a telephone conversation where I informed AAF that our fence was falling down and needed to be repaired under warranty. After waiting nearly 4-months for AAF to send out a supervisor, they finally did so on August 23, 2022. AAF then sent an estimate for $600 to repair the fence. I responded by reminding AAF that the fence was under warranty August 26, 2022 AAF responded Per our warranty, the material is covered under warranty. We do charge a small labor fee to assist with the cost of labor, and the truck.September 2, 2022, I responded I pulled the contract and see that it says "We offer a 15-year warranty on workmanship and materials for pressure treated post and kick boards" which means that the warranty covers both labor and materials. September 8, 2022, AAF responded I do understand. However, we are now asking for all repairs a small fee to cover the costs of getting the truck and labor to the site due to the unprecedented times and current costs. I responded that I disagreed with their position and expected the fence to be repaired free of charge per the warranty. AFF refused.
Business response
09/22/2022
We are happy to repair ****************** fence. However, as we explained to him before, there is a small fee to cover the costs of getting the truck to the jobsite and labor--- this is known as a trip charge and is not unusual. It is 2022-- we are experiencing massive inflation on diesel and labor. Thank you for understanding. There is nothing in our contract that says "Zero cost to customer".Customer response
09/26/2022
Complaint: 18022996
I am rejecting this response because: All American's response is not in conformance with the signed contract which included a 15-year warranty on material and workmanship. Nowhere does it state in the contract that the 15-year warranty does not actually cover the cost of material and workmanship but instead, that the customer would have to pay for these costs. We entered into the contract partly based upon the fact that All American Fence was guaranteeing their workmanship and materials for 15-years. Had All American Fence written into the contract that the warranty didn't actually cover the cost to repair the fence during the 15-year warranty period, then we would have selected another contractor that guaranteed its work for the full 15-year period. If the 15-year warranty does not cover the cost of materials and labor, then what does it cover? What good is a warranty if the customer still has to pay for all repairs? That is not a warranty. Bottom line, All American's response is unacceptable.
Sincerely,
*********************Customer response
10/14/2022
SEE ATTACHEDBusiness response
11/17/2022
"From: ***************** <*************************************>
Date: Fri, Oct 14, 2022 at 3:11 PM
Subject: Banke Claim
To: <****************************************>Hi ******,
The owner of our company spoke to ***** on the phone last week and told him that we will make the repairs free of charge for him. I just called ***** to follow up on this and left him a voicemail.
*****************
All American Fence Corp.
************"
Business response
12/06/2022
Hi *******,
I am providing you an update that our company completed the repairs to ****************** fence this morning at no cost to him.
*****************
All American Fence Corp.
************Customer response
12/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.