ComplaintsforA West Coast Fence

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 13th-14th, 2023, West Coast Fence installed a vinyl fence on a small portion of my yard.I was VERY pleased with the installation, however, I began to have a problem with the gate hinge. My gate is only opened on occasion, once weekly for mowing and very occasionally otherwise. My dog accesses through the back porch...as planned since I cannot always walk easily.* May 29th, 2024, I called and spoke with ****** who told me service calls are handled when in the area. I didn't think there would be any problem since I only live about 10 miles away.* June 13th, 2024, I spoke with **** who assured me I was still on their list.* June 28th, 2024, I asked to speak with a manager but was only able to speak with ****. I explained that the problem had gotten much worse and that I wasn't sure if it could be repaired at this point because of the damage to the supporting post. She told me she would see what information she could get and call me back. She never did.* July 1st, 2024, I called & spoke again with *****. I went through the whole scenario again with him. He seemed genuinely concerned and told me to send an email to the attention of "****", including photos ************************************* which I did immediately!Since then, I have not heard ANYTHING from ANYONE. Each time I call, I'm told how busy they are.This was a very expensive undertaking for me and I am now very disappointed in their lack of ************** All I am wanting is my gate hinge AND NOW POST repaired.

  Customer response

  07/16/2024

  This response was taken verbally by BBB:

  The business came out on July 10th and repaired the fence.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  West Coast fence den my whole yard with privacy fence in the back and chain link in the front I have continuously had issues with the chain link in the front with my dogs getting out they came out they ran some kind of cord on the bottom that's supposed to tighten things up where dogs can't get out from under it unless they dug what she does not do and she can still get out of the fence she crawls right under it without a problem I also have an issue with the drive-through gate lock and I wanted them to come out and look at it possibly replace it with one an upgrade and I have called three times three different times and nobody would call me back so I finally called now speak to the owner and the owner *** got on the phone was rude would not let me finish explaining as I started to explain first with the lock in the back gate and then he told me that that wasn't covered even though they guarantee their work off for a lifetime and I told him well I just I need you to look at it I'm possibly wanting to purchase of an upgrade wasn't interested in it so persisted to try to explain to him the same issue that I was having in the front about the dogs getting out and how they have not fixed that issue because the gate was never put in as I asked them to begin with he didn't want to hear that cut me off told me to go get a maintenance man he wasn't interested so not only do they blow you off they will not come out and fix the issues that are guaranteed for life like the fence coming apart I've had that issue they just don't even want to discuss it they blow you off they have no interest in talking with you about it they have no interest in seeing what's going on once they do a job for you they blow you off and it's like an act of Congress to talk to someone and get them out there to fix the issues and this is one that is supposed to be covered under lifetime guarantee

  Business response

  12/27/2023

  *************** called with a problem with her gates. She was told that gates are not covered under our warranty, but we would send someone out to take a look at it. Our contract clearly states that there is no warranty on gates. It is the customer's responsibility to maintain them. On 4 - separate occasions one of my installers called *************** and was told by her that is was not convenient for us to come out to look at her gate. *************** was called several times after that by one of our installers and she did not answer her phone. The last time she called she was rude and abusive. I told her I was done talking with her and to get a handyman to take care of the gate. I was no longer interested.

*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. ↩