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:11/01/2024

  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.

  I purchased a fence from this company in November of last year. I paid over $5,000.00 for my fence and we just went through a hurricane on October 9th and I called this company to asked about having some repairs done to my fence. I was told from two individual that they would send me and email on how to fix this problem. I never heard back and I called back and was advised to send my picture to ***** at the company on Monday October 28th and was told what I need fixed was going to cost me $1,500.00, I asked them to send this in a quote so I could give this to my insurance and I never heard back from anyone. I paid all this money and I am not able to get them to come out and help get this resolved the top piece is bent and you can't get the bottom piece put back in. They have to come where I live and put back the fence in the community and I asked can they put these back when they come. I left another message for ***** and she never called me back. This has been ongoing since the stormed passed. I do have pictures of the fence and the panels that was in my blown down from the storm.

  Customer Answer

  Date: 11/13/2024

  I am still waiting to hear back from the company or from the BBB this request was submitted almost two weeks ago and I have yet to hear anything.

  

  Business Response

  Date: 11/15/2024

  Dear BBB Team,

  Thank you for bringing ******* concerns to our attention. We take customer feedback very seriously and appreciate the opportunity to address this matter.
  After reviewing our records, we noted the following timeline of events:

  On Monday, October 28, 2024, ***** sent in a photo of a single blown-out picket.
  On Wednesday, October 30, 2024, our representative, *****, emailed ***** a guide detailing how to replace the picket.

  ***** has since searched her emails and voicemails but has been unable to locate any further correspondence from ***** following the guide's dispatch. At this time, it is unclear who may have provided ***** with an estimate, so additional information would be helpful on our end.
  

  For clarification, our process for handling damage inquiries is as follows:
  - Customers send pictures of all damaged areas to allow us to conduct a remote inspection.
  - Based on these photos, we provide a budgetary range (not a formal estimate).
  - If the customer approves the budgetary range, we schedule a salesperson to visit the home, conduct a physical inspection, and provide a formal quote.

  Unfortunately, based on the information we have received thus far, we have not been provided with the necessary details or photos to proceed with a budgetary range or to schedule an in-person inspection.

  To ensure ***** receives the service she needs, we kindly request that she send the required photos and any additional details to ******************************************************* Once we receive this information, we will be glad to assist her promptly.

  Thank you for your continued partnership in resolving customer concerns. If you require any additional information, please do not hesitate to reach out to us.

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22503143
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 11/16/2024

  More The reason why I didn't accept this response is because I spoke with a young lady from Danielle and asked if I could speak with the manager and she kept asking me why and I advised her that I had been calling there since the storm and I was told by two males that someone would get back with me and both said they would send me the instruction on how to fix the fence and if there calls are monitor they should be able to pull those calls. I was advised to send the pictures over and the young lady came back and said they received the pictures and that it would cost me $1500.00 and I asked her for what she also told me that I could buy the piece for $26.85 & the pickets for $16.85. All I want is for this company to do what is right.formation...

  

  Business Response

  Date: 11/29/2024

  Upon further review of our records, we have determined that ***** has spoken with the external third party answering service team. Please note that the answering service is solely responsible for taking messages and does not provide quotes or other information.

  We are still experiencing higher-than-normal call volumes due to the recent storms and are working diligently to respond to everyone as quickly as possible. Our sales team has also reviewed their internal notes, and we cannot locate any record of a $1,500 quote being provided. The only information we have is a photo of a single blown-out picket. As promised, we sent her the repair guide, though she claims not to have received it. To assist further, we kindly ask ***** to clarify who provided the quote and the scope of the work being quoted. This will allow us to investigate the matter more thoroughly.

  Additionally, our sales manager has reached out to her, but she has been unresponsive. At this point, we want to reiterate that we have not received sufficient information to provide an accurate budgetary estimate or schedule an outside sales specialist to assess the necessary repair costs. To ensure ***** receives the service she needs, we kindly request that she send the required photos and any additional details to *********************************************************** we receive this information, we will be glad to assist her promptly.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22503143
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Malone  

  I have spoke with several people at your company and they told me that someone would get back with me and as of today 12.04.2024 no one have tried to contact me from this company. I spoke with ****** on 11.13.2024.

  No one has been trying to reach me

• Initial Complaint

  Date:02/28/2024

  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.

  After the fence was installed I noticed Its not on the property line on one side of the property & the gate on the opposite side has 10 inch gap under the ************** Called to voice my concerns, weeks later a representative from Danielle Fence comes out & tells me the fence is definitely not on the property line & the gap under the opposite side is acceptable to Danielle Fence. As the property owner, Im looking for only 2 things in a fence.1..The fence be directly on the property line 2. The fence have no gaps or space underneath.Epic fail on both expectations.Now Ive called again several times to have someone from Danielle explain this to me with no return phone calls.

  

  Business Response

  Date: 03/13/2024

  We express our sincere appreciation to the Better Business Bureau for their steadfast commitment to maintaining integrity in the marketplace by safeguarding the interests of consumers and businesses alike.
  
  First and foremost, we wish to provide clarification regarding *************************** association with Danielle Fence. ****** is not our customer. The ********************** in question was gifted to ****** by *********************** Homes as part of a resolution to a matter between them. Consequently,our contractual obligations lie with *********************** Homes, who engaged our services for the fence installation. We have no contract with ******.
  
  Before getting into the specifics of the job we believe it is important to discuss ******'s conduct and the unfortunate behavior displayed towards our team. ****** has verbally accosted our *******, and has acted aggressively,such as abruptly slamming doors while speaking to our *******, these actions have been both disrespectful and unprofessional. Additionally, ******'s resort to harassing phone calls and online posts further exacerbates the situation, creating an environment that is detrimental to effective communication and resolution.
  
  Regarding the specifics of the installation process, our standard protocol entails a thorough assessment of the site by a designated sales representative before proceeding with any work. This includes measuring and planning the layout of the fence and gate placements, with approval being sought prior to commencement of installation. Despite this, ****** opted to deviate from the approved plan by requesting alterations to gate placements during the date of installation. While this presented challenges due to the customized nature of our gate designs and the slope in front of ******'s gate which prevents the gate from opening uphill, ****** wanted to amend the installation and signed and approved the change which our team accommodated to attempt and ensure a satisfactory outcome.  As mentioned, due to the slope in ******************* and change in the gate a small amount of gap, which is within acceptable tolerances, is necessary to ensure the gates are able to open.  If the gap he continues to contest were not there the gate would not open on the slope which he has already acknowledged would not be acceptable.
  
  It is pertinent to address ******'s concern regarding fence placement. Our company policy, and that of any reputable fence installation company, strictly prohibits the installation of fences directly on property lines due to damage that would happen to the neighbors property and potential for damaging private underground utilities in the neighbors property or common areas. This policy is in place to mitigate any future disputes or damages that *** arise. Fence posts are 5" x 5" and being directly on the property line would mean digging several inches onto a neighbor's property which would be considered damaging the neighbor's sod or other property, especially if anything underground is hit.  Additionally, to protect our crews and public property prior to any installation we order a public utility locate. ****** interfered with the placement of public underground locate flags to demonstrate where he wanted the fence without letting anyone know.  This created significant confusion and effort to ensure a safe installation on the date of installation.  We later found out directly from ****** that he is the one who moved the flags.  These actions posed a direct and significant safety risk to our team and public utilities, which further needlessly complicated the installation process. 
  
  Furthermore, not mentioned in ******'s complaint was his attempt to enhance the aesthetic appeal of the fence by applying potting soil around the posts which resulted in unintended staining. Despite our best efforts, we found ourselves unfairly held responsible for these stains, which were a direct result of ******'s actions.
  
  In summary, the fence installation was completed within acceptable standards, with adjustments made to accommodate the specific requirements of the property and requests of the homeowner, which were approved onsite on the day of installation. However, given the challenges posed by ******'s behavior and the associated risks to our team's well-being, we believe it is prudent to discontinue further engagement with him. We have completed the installation as per our contract and we appreciate the Better Business Bureau's assistance in facilitating this process.
  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:11/28/2022

  Type:Product 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.

  Please explain to me how the cost of putting up 9 panels is the same as the price we paid to install the fence + gateway/door? We waited over 2months to replace 9 panels that were removed for a pool install. The contractor/sales person told us it was not worth it to only replace the 9 panels, we would be paying the same amount we paid for the original install.OK, after much debate WE agreed. And agreed (as crazy as it sounds) to replace the entire fence on the one side. No need to replace the gateway/door. Agreed. And thus we paid for the replacement... Fast forward to today, and the team ONLY replaces 9 panels. When we contact Danielle Fence and the contractor/sales guy (*************************) he indicates that 'he doesn't remember explaining it that way.' My husband and I literally met/spoke with this man 3 different times, trying to understand the logic behind the cost of adding 9 panels vs replacing the entire fence. The company nor ***** took any steps to do the right thing... the agreed upon job...the job we paid for. Instead they pointed to the vaguely written work order and stand by the fact that putting up (let's be clear they DID NOT remove and reinstall) 9 panels is the same cost of installing a new fence + door.Price gauging!

  

  Business Response

  Date: 12/03/2022

  Thank you for your inquiry.
  upon researching the project. Our sales person met with the ***************. ***** on October 11,2002
  the client had another contractor take down about 64' of existing wood fence on the right side yard and the front front section connecting to the home.
  the rear fence is pvc and the left side also had an existing wood fence that was still up. they discussed the options of installing the fence that was knocked down by the other contractor and the option of installing that area with new fencing. Our sales person explained the pro's and con's of each and the issue with a wood fence when you knock it down and put it back up a lot the lumber will be split and crack and the overall strength of the wood fence would be weakened. Our contract is very clear, it has a highlighted line where the new fence is going, it shows the length of the 2 fence lines and list the total footage for each. there is nothing marked for the other areas for any work to be done.
  as stated the back line is PVC fence and i am not aware of who owns that fence.
  We are sorry that the customer thought anything different. As you look at the contract and layout it clearly shows the area getting the new fence.
  
  Sincerely,
  ************
  President
  See Attachment/File: 85782_CONTRACT.pdf

  Customer Answer

  Date: 12/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response still doesn't not explain why putting up a partial fence costs MORE than the original fence that was installed. That is my issue. If they were NOT replacing that entire side, why was the cost more than the total new install? Nothing was done to the fence that was still standing, so to mention splitting wood still does not address our original concern.

  

  Business Response

  Date: 12/07/2022

  the client was provided a specific layout and a detailed list of the total lineal footage of fence to be installed. A proposal was provided and the customer has the option to elect to proceed or not proceed with our quote. Each project is quoted at the time based upon all materials and labor needed to complete the specific amount of work we are quoting.