ComplaintsforMossy Oak Fence

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Warranty repairs to my 1 acre fence were attempted on April 17th and my fence is now in worse condition than it was originally with gates not functional. I cannot get a response from Mossy Oak Fence managers from my texts, vmails or messages left with the company receptionist. Originally I was told there was a supply chain issue in receiving materials from their vendors, but no communication in over a month and I am now being ignored. There was trash and concrete debris left along my fence line since 4/17/24 that Mossy Oak Fence refuses to remove. A resolution needs to be made as I have been extremely patient and understanding with this company, but Mossy Oak Fence needs to repair my fence issues or replace my fence as it is now in worse condition than it was before the repairs were attempted. I have been told only the 2 managers exist at this location to handle my issue and they refuse to return my calls.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  My partner, our four dogs, and I moved across country and closed on our house at the end of March 2024. I contacted this company a few days after settling in and they sent a salesperson over for an estimate (03/26). During the consultation, the salesperson guaranteed that they could order the material and install our fence within 6 to 8 weeks. We planned and budgeted for this timeframe. I expected some kind of communication during those weeks as we waited for our material, but we had no contact. We thought things were running smoothly. Four weeks into the process we are asked to select another product from a completely different manufacturer. Finally, as the 7th week approached, someone reached out through email to let us know our material would be delivered the first week of June or the week prior. Two weeks after this (the second week of June) we were told we had an install date for 06/19. However, this date came and no one installed the fence. I had to reach out to the company just so someone could tell me that they had to cancel a lot of the appointments for the week due to rain. It had not rained at our house all morning or afternoon, which would have given the installers 6+ hours to start the installation. Luckily, the installers came the following two days and installed the fence. The installers (subcontracted by the comppany) did an amazing job, but they cut our internet line because the company had not sent anyone to mark the locations of any piping or cabling underground. They did reach out and let me know they were sending someone during the waiting process, but that never happened. The material of the fence was also completely wrong and there was no apology or replacement offered. I have missed at least three full weeks of pay, not to include the entire day without internet, due to this company's negligence towards their customers. This company is NOT a top-rated company and I will never recommend them to anyone. Read their other reviews and complaints!

  Customer response

  08/14/2024

  Without any further communication for nearly a month, Mossy Oak Fence filed a lien on our property for the full remaining balance. However, and prior to all of this, we were told that we would be hearing back from someone at the company before receiving our final invoice (three weeks ago). Without negotiating, this company has failed me, my partner, our dogs, and our community with their bottom-tier customer service. A company "in the red" has no foundation to continue their business, especially one claimed to be based on customer service and customer satisfaction. Instead of trying to keep a customer for life, as well as their referrals, and taking care of their needs and keeping them happy, Mossy Oak and its executives have clearly demonstrated they do not care about their clientele, nor do they care about the hindrances and hardships that they cause them. Mossy Oak should be investigated for defrauding their customers with overpriced products and using bully tactics to scare them with legal documents. Furthermore, we were left with ONE document, a yellow transfer sheet with just my signature.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Mossy Oak broke my irrigation and would not fix it.

  Business response

  04/24/2024

  We do not cover sprinkler line damage as we cannot see underneath the ground.

  Our sprinkler agreement as well as our contract clearly states that.

  Thank you!

  Customer response

  04/24/2024

   
  Complaint: 21616010
  
  I am rejecting this response because:

  They broke it, they need to fix it.  The area can clearly be seen.  It's a simple fix, yet the company is not willing to fix what they broke.

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

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I contacted several fence companies to have a 6-foot white vinyl fence erected to contain our cats. Mossy Oak had the lowest price and I liked their **** ************************** They did a beautiful job, but there were several issues after the installation. They removed the survey marker from the hole and left it lying on the ground. The second issue was they left several holes in the yard and did not fill them back in. The third issue was a gap in the fencing on the side of one of the gates. It was wide enough for our cats to slip through. Right after the installation, I contacted ******************* to advise him, of these issues. He told me he would inform the office. Several weeks passed and I heard nothing from the company. I called ****, the installation manager twice. She never called me back. One day a fence tech showed up. We had trouble understanding him because he did not speak English well. He told my brother that the fence installers did not remove the survey pipe from the ground., He put it back in the hole but had no knowledge of my other two issues, so he left, I have not heard back from the fence company to date.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Have emailed and called the company on multiple occasions to help with issues with my fence installation and have not heard back. The y offer a lifetime warranty on the work done and its been less then 2 months with no word from them. They seemingly go out of their way to avoid issues that could potentially cost them money by having installers that do a poor job. They have caused more issues at my property installing the fence that could have easily been avoided (cut drainage and sprinkler lines, misplacement of fence, etc...) if the installation team just notified when these issues occurred. I do not trust that this company would ever help in the event of my fence being damaged by anything they cover with their warranty (Ex: hurricanes). Ive been trying to get these issues resolved for months with no tracking and just getting the run around constantly. Any help would be greatly appreciated.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Mainly, job is incomplete and company is trying to charge for complete job. There are not returning my calls. The workers tried to get me to sign something that it was completed when it was not, and I did not sign but indicated this on the paper. They sold me on fencing with four rails, yet came with only three and only changed once I brought it to their attention.

  Business response

  08/04/2023

  We took care of our client and she is very happy with the results!

  Customer response

  09/14/2023

  The job was finally finished and it is satisfactory yes. I agree with that.  Their business practices are unethical and they did not do what we contracted for without my consistent intervention. Buyer beware.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying to retrieve our initial deposit ($9,326.00) for a month. Orange Co. Building Department requested a letter from *** ********* of HOA regarding easement. The *** ********* of HOA declined our fence application for a white vinyl fence and the cost of the alternative was greater than what we could afford. I contacted our estimator (Shaun L***) on several different occassions requesting return of deposit and he assured me he arranged w/office the return of deposit. To date, nothing returned and am trying to dispute with ***** ***** Bank.

  Business response

  07/05/2023

  Credit Memo was Issued, and check was mailed.

  Customer response

  07/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  05/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed a contract to have a fence installed. Contract states fence will be lifted 2 inches from ground and 6 ft high two custom built arch gates one is a single one is a double. I gave them half down deposit 6409.00 with balance remaining of 6409.00. They installed the fence and gates, gates were uneven and fence is sitting on the ground. The fence height for all panels but two are between 4 and 6 inches from being 6ft high. I spoke to the installers who did not speak English. They called there supervisor Eddy who translated over the phone I explained what was going on and that he needs to come to the job site due to all the issues. He said the would have to send another crew out the following Mon. The other crew came out and fixed the single gate, but was unable to make the double gate match. Eddy again was called and he said again would have send another crew out the next Mon. Another crew comes out and fixes the double gate and when asked about self closing hardware due to pool code they said the didn't know anything about it. This crew made it right and went to home depot bought self close hardware and installed. After they left we noticed the gate hinges were installed different from each other not matching. Mossy Oak was contacted again about the issue and Eddy called back left message for me to call. I tried several times to call only to get a message saying unavailable can't leave a message mail box is full. I texted them all info and that the supervisor Eddy has still not shown up about the issues. To this day nobody has contacted me back or shown back up to the job site. Contract was signed on 3/17/23 and now we are in mid May with this still not completed. The installers put the permit on the fence as if this is completed. This is not completed to the contract and will not be inspected until we reach a resolution either fix to contract specs or forfeit remaining balance and give me a paid in full and I'll use the money to fix what needs done.

  Business response

  05/23/2023

  Mossy Oak has been in contact with our client, and a site visit was scheduled with our Manager.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After doing a lot of research, I chose Mossy Oak Fence to replace my existing wood fence with a new vinyl fence. The cost was $10,000. I expected, and rightly so, that it would be a quality product that price. However, now whenever we get a little higher than normal winds, the fence comes completely apart to where the slats in the panels go flying into multiple neighbors yards. I have sent them pictures, left many messages that go unreturned, sent my story to the Action 9 Reporter & can't get any help. Every level of employee at Mossy that I've spoken to has been useless! They won't even send anyone out to just LOOK at the problem. I believe the slats were cut too short to begin with, so they don't sit down in the header/footers deep enough. It could also be that the header/footers weren't cut long enough to prevent them from popping out of place & sending many slats airborne. These slats are DANGEROUS PROJECTILES that could very easily hurt or kill someone!!! They would easily fly through a window! Mossy *** says they are designed to come apart like this!!!! So who gets sued when someone gets hurt or killed, me or Mossy? That's rhetorical of course, but how can that be an approved design that creates projectiles in Central ******* given our hurricane codes???? I'd like the *********************** replaced by ones longer in length or somehow actually secured!!! These pictures are from early September. The one that shows just one panel effected are from last night.

  Business response

  12/14/2022

  We understand that our client may be frustrated, but the fence slats are meant in higher winds to come out and fall flat to the ground. All fence companies install them the same way throughout other states and in ******* . If a particular area continues to come undone, then the way the wind is flowing through the topography of the property may need to be addressed separately, that is not the workmanship of the fence. We can place some screws in a few places to help. We will be in contact with the client and set up a site visit.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  DATE OF TRANSACTION: 09/01/2022 Fence installed: 9/16/2022 AMOUNT PAID FOR SERVICE: $3871 WHAT BUSINESS COMMITTED TO: Fence vinyl privacy virgin vinyl white 6 feet in height 80' footage All posts 5" x 5" Rails/runners 1.5" x 5.5" Pickets 7/8" x 6" Posts set in wet concrete Lifetime workmanship warranty NATURE OF DISPUTE: After fence was installed, storm Ian came within one week of installation. Two sections of slats came out and those posts were not set as firmly as the others. I asked Mossy Oak to come and look as the fence had not been inspected yet. They stated that they did not cover storm damage and that the posts are supposed to be flexible. Also the height of the fence is not what we contracted to. It is uniformly 6 feet in height. WHETHER OR NOT BUSINESS TRIED TO RESOLVE PROBLEM: I have sent several emails regarding two posts not set as other posts were set and thus slats came out. They stated they did not cover storm damage, although fence had not been inspected yet. Wanted to charge a fee to come and "fix" damage, although we were able to install slats but again both posts are still not set as firmly as the other posts. I also stated that the inspection had not been done yet. They said they would hold the inspection until someone came out. When we put the slats back in, we asked to reinstate the inspection (as they never came out). Mossy Oak did not reinstate the inspection, so we did that on 10/27/22 and inspector came out on 10/28/22 and stated he would fail the inspection due to a missing "inspection card". My husband told the inspector that the plastic bag that Mossy Oak personnel attached to the fence a couple days after "completion" had not been removed by us and contained only a pink sheet reading DO NOT REMOVE and the Notice of Commencement. The county inspector also stated that the fence height was not per contract. I had sent another email with complaints of the above to Mossy Oak 10/26/22 and have not heard back

  Business response

  12/19/2022

  Business Response /* (1000, 8, 2022/11/18) */ We have been in contact with the client, and a site visit is scheduled.

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