Complaints

This profile includes complaints for Fence Screen's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fence Screen

  22961 Arroyo Vista Rancho Santa Margarita, CA 92688

• 

  Fence Screen

  26834 Vista Terrace El Toro, CA 92630

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:08/04/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  In *****, I purchased two fence screens from this business and paid my contractor to install them on my wood fence. My contractor liked them so much that he bought some and installed them on his own fence. In *****, my screens had seriously faded out, but the ones my contractor bought for his fence did not. I began calling and emailing the seller that month. Every time I called, I was told to email before and after pictures of the faded screens. I sent the first email on 05-28-24 and received no response. On 06-03-24 and 07-02-24, I sent more emails with pictures attached as advised by the person to whom I spoke on the phone. To this day, I have received no response from this company. These screens are supposed to be UV protected so they will not fade. That has not been the case with the ones I bought. I know they are defective because my contractor's screens were installed in the same month mine were installed, and his screens have not faded. I want them replaced.

• Initial Complaint

  Date:01/24/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  01/19/2024. FenceScreen also know as NartraHedge. Ordered 7 20"x20" Ficus Mat Panels (see attached invoice and order number: WEB126-245), and did not receive the correct produce (Ficus Lattice was received). Called and spoke with "****", who said "*****", the **************** Manager handles this and is unavailable, and to email photos of the boxes (7 panels ordered; came in 2 boxes). Emails sent, with no Reply. Called back and was transferred to his voicemail. Still no returned email or phone call.

• Initial Complaint

  Date:08/08/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 placed an order on 07/31/2023. Email states 1to 2 business day for processing and 1 to 4 days for shipping. with up tp 5 days for production...The company informed me my order will not be ready till 08/22/2023. I told them to cancel the order. and refund the payment. I was not informed nor did I agree to the production delay....

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 ordered custom panels from this company with sievific measurements. When the panels arrived they were crooked. I was advised by the company to take and submit pictures of the issue. After I did, they sent me a prepaid label to return them for inspection/replacement. They sent the order out again - when I called to ask how they had resolved it they informed me I had received panels from someone elses order, and that this time they had sent out ny correct order. The panels they sent me are still crooked, and at least 3 of them are 4 inches shorter than what I ordered. I called the company and informed them of this. I was told I would again have to take pictures that showed where the panels were crooked and line them up on a tape measure so they can see where they are short. I explained I was hesitating to do this again as its very time consuming and the last time I did so, it still resulted in a replacement order that was also faulty. The company advertises a satisfaction guarantee and I said at this point I am not satisfied with the quality and dont want a replacement, but a refund. I asked to speak to a customer service manager. I left him a message, and when I did not hear back, sent him an email. He refuses to speak to me on the phone, and again stated I needed to take pictures to illustrate the problem. They say I cannot get a refund because this was a custom order, however the both orders I received were not customized to the specifications I provided. I have no confidence that if I were to go through all the work to document the faults for them and send the order back, that the replacement order I receive (for the third time) would actually be straight panels with square corners in the lengths I specified. I would be happy to go through the hassle of taking these photos for them if it would result in my payment being refunded. One faulty order may be understandable, two is not acceptable.

  Business Response

  Date: 07/13/2023

  We are very sorry to hear you had issues with your order and glad that we were able to get the order corrected. We appreciate your business!

   

  Customer Answer

  Date: 07/14/2023

  I would like to know how the business proposes to correct my order. After receiving 2 incorrect orders, I have no desire to receive a 3rd one that I may have to document with photographs and measurements and send back again. I will gladly send photos of the current order if that will result in a refund and end the interaction with this company

• Initial Complaint

  Date:06/02/2023

  Type:Delivery 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.

  Ordered 5/3/23 and paid for custom screen. 12x 38. Received *****. Called and spoke to customer service manager about error. We were then told to lay screen out with tape measure and take pictures and email pictures which we did. No communication by customer service manager until I called. He then had ** mail it back with return label they provided. Made ** feel like we were liars. It is now 6/2/33 and Ive called and emailed and know it was delivered by tracking shipment and have not heard a response. Also, I put note in box to contact me on a resolution to their error

  Business Response

  Date: 06/05/2023

  We are sorry to hear of our lack of communication in exchanging your order, we glad to hear you received your replacement screen and the issue is resolved. 

  Customer Answer

  Date: 06/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:04/26/2023

  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.

  So I purchased fenced screen on may 29 2020. They are bad not even three years later. You can poke your finger through it like the material is disintegrating. I asked about a warranty replacement and they pro rate it. So offered me 20 percent off. The issue is they since jacked the prices up ALOT. I paid **** a foot and now it's **** a foot. So I have to pay MORE I originally payed for them with the discount. This is a lucrative warranty theres no breakdown on the prorate terms. ***** seems to be no help on this just 20 percent off and sent me there warranty information. I would like a better warranty than paying more for the replacements.

  Business Response

  Date: 04/27/2023

  ****,

  You had your screen installed on a fence for 3 years which can be the life for that screen depending on use and weather. We do not offer free replacement on screens when customers are ready to replace at the end of the screens life. You are a valued customer and that is why we offered you 20% discount if you choose to replace the screens with new material. We are sorry to hear that you are unsatisfied with the offer.

   

  Customer Answer

  Date: 05/06/2023

  If it's prorated it should be 40 percent.   20 percent per year since it's 5 years.   Plus I paid **** a foot.   Now it's **** a door is still be paying more than I originally did.  Not trying to seem a pain but I shouldn't have to pay more than I originally did for a faulty product. 20 percent is honestly an insult 

• Initial Complaint

  Date:04/08/2023

  Type:Sales and Advertising 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.

  ** November 2022, we purchased 3 free standings 8 foot tall (96 inch tall) ****** from fence screen. It was not until several months later that we learned that in fact we received the 7 1/2 foot tall (87 inch tall) ******. With unclear installation instructions, I able to install the ****** initially on the plantar box upside down to get it high enough but quickly realized this was not adequate. The very poor installation instructions delayed my realization that the wrong product had arrived. I messaged customer service starting on March 29, 2023 and messaged and spoke with ********************* and then manager *************************** with my request for a partial cash refund since we ordered a hedge and received a different smaller product.. At first, no refund was offered and then it was only store credit for $100 or a 10% discount on your next order. Reasons given were that last year's financials had already closed and no refunds were possible. In principle, I think it is very fair to request a cash refund of $100 back on the **** rather than store credit for their mistake.

  Business Response

  Date: 04/10/2023

  At FenceScreen we do our best to help all of our customers with installation and technical questions and concerns, unfortunately you installed the product incorrectly (upside down) and then waited 6 months after installing to inform ** that the product was damaged and requested a refund. We did our best to remedy your problem which could have been avoided had you contacted ** 6 months earlier when you installed the product. 

  Customer Answer

  Date: 04/10/2023

  Again, my complaint was that you sent out the wrong ******. This is now the 3rd time I am saying this and had to go to BBB to get this acknowledged.  I paid for the 8 foot ****** and you delivered a shorter hedge. The only way to make it higher was to prop it up higher on an upside down plantar (since the installation piece of paper is not helpful at all). The installation and time are irrelevant.  The fact remains that you delivered the wrong product.
  Can you admit that?  I dont want a % store discount to buy more product but want a partial refund for your mistake. Pretty simple. 

• Initial Complaint

  Date:03/24/2023

  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.

  I called the Company to inquire about a privacy fence since my neighbor's weeds were impacting my farm. It is certified organic, and I can't spray pesticides to remove the weeds. After explaining my needs, **** advised that I purchase a specific type of fence that would provide privacy and block the weed seeds. I explained that I had a farm fence which isn't as strong as a chain link fence. He replied that wasn't a problem. I read all the information on the site on how to install but there was no information as what kind of fence you should use for the particular screen I was buying. Just a picture of a fence. So, I bought the screen. We installed it in with all the hardware provided. My back fence is approximately 120 feet long and there were three different panels. In March, we had a nor'easter and the fence bent. Some of the pole ***** about 45 degrees and other snapped. The wind was about 30 miles an hour. I have had this fence for 10+ years. All the poles are in concrete and it has been through hurricane and many nor'easters. My poles are 1 5/8ths steel. I immediately contacted the company and spoke to ***** who me told at first that my fence wasn't strong enough and then upon speaking another customer service manager, he explained that heavy winds can destroy the fabric and knock down a fence. He then told me to look at the limited warranty which speaks about damage to the fabric from 30 miles hour winds. Their fabric did even have a scratch from the nor'easter, It was my fence that got destroyed. I told both ***** and the other manager that I felt the company need to disclose the proper structural weight required for their screens as well as what wind could do to your structure. The other manager told me when he finds out certain people live in ************ which is known for their wind storm, he tell them to look at other screen they provide. I feel the Company has a duty to disclose on their website at least minimum requirement and wind rating for their products. They can't hide behind a material limited warranty. What happens if someone got hurt? I sent an email requesting that they disclose this information so no one else is in the same situation as me.

  Business Response

  Date: 04/03/2023

  We are sorry to hear that your fence was bent due to the high winds from the nor easter storm event, As advised there is no issue with the screen on the fence, the screen was not torn or damaged and will continue to work with your fence once repaired. Due to the fact there is no damage to the screen, we can offer you a refund.

  Customer Answer

  Date: 04/03/2023

  As I stated in my previous complaint, the company did not specify the type of structure to be used in order to carry their screen.  I had concrete footing on everyone of my poles. Each pole was at least 2 feet buried in the ground with concrete footings.

  Because of the weight of the screen and lack of wind permeability the metal posts on some snapped and on others bent the other poles severely. 

   This company owes the public a disclaimer that only certain type of structures are permissible in area that might experience any wind damage.  Our wind damage was just from a normal northeaster.  In fact, they should specify structure and wind issues on all of their materials.  

  One of the panels did suffer some damage.  A corner tore off which I didn't know about until I found remnants of it on the ground.  The gentleman who was employed to take it down didn't tell me.

  I can not put this fence screen back up since nothing I could do could prevent what happened.  ***** post was concreted every 8 feet.  Short of installed a tennis court type structure with massive footing, I could make this fence any stronger than it is.

  The cost of the screen is the least of the damages that I suffered.  Reinstalling a 120 feet fence was costly and unnecessary.

  Business Response

  Date: 04/03/2023

  We have taken the customers recommendation on wind loads under advisement and will make the changes apply to our documentation. 

  Customer Answer

  Date: 04/10/2023

  I am glad that they will take my suggestions under advisement; However that does not help me at this point. I have a screen I can't use for fear that it will tear down my fence again and I had to fix my fence which was very costly.  So I don't accept their response since it doesn't remedy the current situation.

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 placed an order with FenceScreen.com. The order number is #SO-10674-RSM. The ***** tracking number is ************. We paid for the package but it was never delivered. After a claim was submitted from Fence Screen to ***** we were told that it was delivered and they couldnt help us. I requested proof that the package had beef delivered but have not received a response from either the supplier or *****.