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:02/03/2025

  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.

  On 11/26/2024, Discount Fence installed a 4 X 4 post on the single gate, left side of our property which was damaged due to Hurricane ******. They also installed another gate and a fence. After a short while, we had no water pressure. We paid Discount Fence $2,600 for this work. We had to hire an irrigation company to install the pipe which Discount Fence broke. We paid ********* ***** Irrigation $654.84 for the broken pipe. I sent a letter to Discount Fence on 1/18/25, via certified mail, asking them to reimburse us for the damage they caused, but we have had no response. I am not looking to sue them. We only want Discount Fence to pay for the damaged pipe.

  Customer Answer

  Date: 02/03/2025

  I have sent you the pictures of the contract I had with Discount Fence and the bill I paid to ********* Irrigation in tye sum of $654.84.

  

  Business Response

  Date: 02/04/2025

  On Jan 14th, my office received a phone call from Mrs. ******* regarding this matter.  My name is **** ******, the owner and contractor of the business.  I am currently out of town dealing with some personal matters.   I only ran across this matter because of the email I received from BBB.  ********* informed me that they were waiting for me to be back in town to bring this to my attention.  Based on what the customer has provided it doesnt seem to be an urgent matter. 
  

  In regard to the customers request, our contract states The customer agrees to hold ********************************************* harmless for all claims arising from questions of survey of said property, of location of said lines, and from claims for personal injury,property damage, or trespass from or by means of the installation of said fence material..  This is in the terms and conditions of our contract.  You can see this statement on our contract evidenced by the copy that Mrs. ******* included with this complaint.
  

  I would also like to point out the payment terms that their job was installed were paid upon completion.  We didnt ask for and would not take any customers payment unless our customer is fully satisfied with the installation of their fence.
  

  We are very sorry that this has happened to our customer. We dont go seeking these issues for our customers.  If it was us who caused this issue, the obstacle was not marked or visible to our installers.

  
  

• Initial Complaint

  Date:11/12/2024

  Type:Order 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.

  ******** responded in late May **************************************************************** on June 25, 2024. I paid $3,155 at that time as a deposit. Total job quote is $5,710, so there is a balance due upon completion of $2,855. The permit was approved by the City on 8/5/24 and was told it would be 6-8 weeks. Expectation for completion of early October. The company has still not completed the project and cannot provide me with any estimated time to complete the job. The salesman, Cean, will not answer my calls or respond to my emails and text messages. The office numbers only goes to voice mail and they have not responded to my inquiry.

  

  Business Response

  Date: 12/09/2024

  First, we are very sorry for the experience Mr. ***** had. There were many difficulties arising from this job.  It took an extraordinarily long time getting his permit approved and we do not order unique materials prior to an approved permit.  The city and the customer had changed the project several times through that process.  When the permit was approved and it was explained to to the customer that it will take another ***** days for his materials to arrive.  Mr. ***** was very angry. It was at that time we issued a full refund to the customer and stated that we could not perform under the customers expectations.  The refund check was cut and hand delivered to the customer on 11/15/2024.  The check has been cleared our bank.  I am attaching the canceled check to this response.

  **** ******

  Discount Fence

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22546415
  
  I am rejecting this response because:  The only accurate part of Discount Fence's response is that they did hand deliver the refund of my deposit.  The remainder of their response/excuse is nonsense.  To recap and dispute their response, please see the summary of the actual timeline and events that transpired that warranted my complaint to the BBB:

  May 14, 2024 - Met with Salesman from Discount Fence, Cean, and showed him my project.  He took measurements and advised he would be in touch with a quote.

  May 20, 2024 - Cean informed me he submitted the order to his supplier and would be in touch as soon as he heard back from them.

  May 30, 2024 - I inquired with Cean about the response from the supplier.

  June 6, 2024 - I received a quote from Cean which I approved.

  June 13, 2024 - Cean informed me the order was submitted and that he would be in touch.

  June 20, 2024 - I Discount Fence a deposit and signed and notarized the **** at Discount Fence's request, on 6/20/24.  They were to obtain the permit for the work from the City and then order the materials.  They informed me at that time that it would be up to 6 weeks for materials to be delivered and installed.  I reminded them that the part of the fencing (the gates) were needed ASAP so that I could complete the permit that remained incomplete from the installation of a swimming pool.  They understood that requirement and had specified a certain type of latch system that would be needed in order to pass and complete the permit from the swimming pool which I agreed to.  The City rejected their permit application, but Discount Fence did nothing to meet with and resolve the City's concerns. 

  August 5, 2024 - Since Discount Fence was unresponsive regarding the resolution of the City's concerns, I met with the City Manager on August 5th and reviewed the permit application and the City's Concerns.  I was able to provide some additional information and the City Manager approved the permit the same day, on August 5th.  I sent the approved permit right away to Discount Fence and called the salesman, Cean.  **** did not answer or respond until August 13th and was surprised to learn of the approval.  Clearly, the office had done nothing for a week with the approved permit, so I sent it again, to Cean on August 9th.  He informed me on August 13th that my 8/9 email had accidentally gone to his Junk box.  He replied they would try to expedite the order but to expect up to 6 weeks (anticipating early October).

  August 28, 2024 - No update from Cean, so I inquired if he had an update.

  September 3, 2024 - No response from Cean from 8/28, so I inquired again.

  September 4, 2024 - **** responded and stated, "Morning *****, still waiting on the material.  Unfortunately this custom material takes a while.  Elite Fence is our manufacturer, and they know we need it, just not ready yet."  I replied and reminded Cean again about the pool permit and that we were going to have to seek an extension on that permit, but needed an *** from Cean so that I could properly inform the County for the pool permit extension.

  September 21, 2024 - No response from Cean from 9/4, so I asked again on the timing expectation and the pressure that was mounting on the pool permit.

  October 11, 2024 - Still no response from Cean from 9/21.  There were two major hurricanes that hit in late September and early October which caused the delay in my follow up to Cean's non response from over a month earlier.

  October 12, 2024 - **** responded:  "Hey *****, yeah what a mess this all is.  We're working 7 days a week, I don't have an exact eta right not, your spot is being held, I honestly can't see it going longer than a couple more weeks.  I know it's a vague answer, materials should be arriving any day now.  I have reached out to the supplier, I just have gotten the exact eta."

  October 29, 2024 - I asked Cean for an update.

  October 30, 2024 - Cean didn't respond from the day before, so I asked again.  **** responded:  "I spoke with my boss this morning in regards to the material.  We are reaching out to Elite Aluminum to pin point a date of delivery.  I've forwarded your messages over and I've told them you are getting impatient.  Believe me I want this one installed and off my desk as well.  After talking with my boss this morning I'm confident I'll have an answer before the end of the week"

  November 11, 2024 - I asked **** for the answer he promised to have by November 1st.  Now two weeks later and I had to ask again because he never responded to me.

  November 12, 2024 - No response from Cean from the prior day, so I asked **** to contact me ASAP and that I would like to get my money back as it was clear he had no intention to do the work.  I also posted a review of my experience on Google.  **** responded:  "Yeah I seen the reviews you posted, that's unfortunate.  I'm sorry again about the timeframe.  The material is very custom as we've stated, and we are still 4-6 weeks out."  Can you imagine after all of this, he quoted the original timeframe which would not have the project starting in January of the next year!

  I believe this company acted fraudulently in taking my deposit, but never ordering the material, never following up and just dragged out the situation as long as they could before I demanded a refund.  We had an Agreement that they never intended to honor, but accepted my money which is fraud and I now plan to report this fraud to the AG.  As a result of the fraud and delays, I have now incurred additional, consequential damages pertaining to the pool permit that was unable to be completed/approved.  Additionally, Discount Fence is directly responsible for perpetuating an unsafe situation with security around my pool by not proving timely service as Agreed to in June 2024.

  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 12/12/2024

  Good Morning Everyone,

  First off and again; we are sorry for the bad experience that Mr. ***** has had.  I didn't create a timeline like Mr. ****** but I can if necessary. I do not see the reason to invest resources into what we deem as a closed matter.  We have refunded Mr. ***** 100%.  

  However, I Will defend us in that his interpretation is his interpretation and he is missing the extra time the was endured as a result of changes he made in middle of the processing of his job, his expectation for the turnaround of his materials were unrealistic, and that at the end of his timeline and still continues: The ********* area, *********** and Many of the employees of discount fence are in a state of emergency.  Our workload increased by a magnitude of ten fold overnight at the end of September and we are still currently under that level of pressure, Myself and others have there own personal loss from the storms and are still having to deal with that loss as well.

  Nonetheless,  we issued a full 100% refund 2 days after the customers requested it and hand delivered his refund to him.  I ask that this matter be closed so that I may get back to being of service to our community and help to rebuild after the  devastation that these two storms have caused. many of us.

  Kindest Regards

  **** ******

• Initial Complaint

  Date:05/28/2022

  Type:Billing 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.

  Contracted with the business for a new vinyl fence AND permitting that is required by the city. i have made multiple requests for Savannah to work with the city to have the permit finalized & closed, and most recently to have a release of lien emailed, Communication is a weakness for them and they have completely ghosted me - failed to fulfill their commitment to the agreement. Savannah needs to fix their broken communication/follow-up to completion & get the permit finalized with the city & provide the requested release of lien.

  

  Business Response

  Date: 06/02/2022

  Consumer Response /* (2000, 6, 2022/06/01) */ Savannah called on 5/31 to discuss the issue; 6/1 she filed the release of lien to the county and sent over the confirmation from the city that the permit is closed. All issues are now resolved - no additional action is needed.