ComplaintsforImperial Fence And Rail

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had a vinyl fence installed. First the property line was crooked and posts were very very loose and the gates dont close properly. They came out and straightened it and then there were still several loose posts. We were in contact and **** kept stating they would come out, gave excuses and then finally ghosted us and wont return calls or messages. We simply want the posts secured and the latches on the gates corrected as they should automatically close (we have a pool and this is a requirement). ***** brother accidentally called my husband today 6/12 and when I called him back he said it was an accident and I asked about correcting everything and he said thats all to do with **** not him and hung up. I just want the posts and latches fixed right as do my neighbors.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Fence was supposed to be installed on 8/21/23. It was not finished. The installer told me he would be back the next day to finish it. He never showed up. I called **** and told him and every time I call him he says ‘someone will be out Friday to fix it’. He even told me he would personally come fix it and he has never shown up. 2 weeks later a guy showed up to put the latch on the gate and completely ruined both the post and the gate. **** told me he would replace them. Again he told me he would personally come do it himself. I gave him until 9/29/23 to repair it but he did not respond to my text message and never answered me. I paid $5,000 for a fence that looks pathetic because of the latch on one gate. Even the guy that put the latch on said he ‘hated working on this type of fence’. When I questioned him about the placement of the latch because it was not in the same place as the other two gates, he told me to go in the house. He drilled multiple holes in the post and just filled them in with rivets. It looks tacky. Again **** told me he would replace the post and fence in a text message. But nothing has been done.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: 8/31/2023 Amount paid: $4976.99 Service: Installed Vinyl Privacy Fence with one gate On 8/31/31 Imperial Fence and Rail installed a vinyl fence. On 9/1/23 I contacted them to advise them I was missing two caps. The owner ***************************** stated he would send someone out to install the missing caps (no show). On 9/2 I contacted **** checking the status of them coming out (no response). On 9/5 I contacted **** he stated that a guy would come by today(no show). On 9/7/23 I contacted **** asking for an update (no response). This Company was recommended through **** I contacted them with my concerns and they reached out to ****. He advised them he would install the missing caps on 9/24(no show). I also received a text from **** stating he would bring the caps on 9/24. In this text I also requested that he inspect the world that was completed as the job is horrible.1. Gate does not close properly 2. After the recent rain the fence is now starting to LEAN IN !! Which means the posts are not secured and eventually the fence will fall down. 3. Caps are not secured As, this Company is not returning my calls (conveniently after my check cleared). Your help with this is is greatly appreciated.Fast forward to today (

  Business response

  10/18/2023

  Customer is satisfied. We completely redid the entire fence. And corrected all issues. 

  Customer response

  10/20/2023

  Hello *******,

   

  Thank you for following up on my claim. Imperial Fence and Rail has completed 95% of the reinstall. As, I am waiting on them to complete the job as promised which is to correct the fence gate. Until then my complaint stands as they have NOT completed the job as they have stated below. 

   

  I was advised on yesterday 10/18 that someone (****) was headed to my home to complete the job- no show. All I am asking is that they complete the job which I have paid them in full for.

   

  Thanks,

  ****************************;

  Customer response

  10/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20664871

  I am rejecting this response because:

  Hello *******,

   

  Thank you for following up on my claim. Imperial Fence and Rail has completed 95% of the reinstall. As, I am waiting on them to complete the job as promised which is to correct the fence gate. Until then my complaint stands as they have NOT completed the job as they have stated below. 

   

  I was advised on yesterday 10/18 that someone (****) was headed to my home to complete the job- no show. All I am asking is that they complete the job which I have paid them in full for.

   

  Thanks,

  ****************************;

  Regards,

  *****************************

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