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:12/06/2024

  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.

  We had a contract to install 2 sides of fence and 2 gates. One side was 35 feet and the other 45 feet. While waiting on the permit a neighbor installed their own fence on the 35 foot side. Thus making it so I no longer needed 35 feet of fence and only a gate now on 1 side. We notified the company and the owner refused to work with us and made us pay for all of the material, even though I cant use it and it wasn't needed now. the owner lied saying the material couldn't be used at any other jobs, even though it was basic bronze two rail aluminum fence that everyone else installs. He only deducted 110 or labor and left the fence in my backyard. The owner lied by saying he couldn't use the same fence at another job, because the day of installation the installer said he had been installing the same fence at numerous other jobs and the owner always keeps the extra fence and uses it at other job sites. the owner lied and shafted us with material that we have to try and now sell and we are not in the fencing business. He could have kept it and used at another job. Lying and tricking people to try and make money is dirty. Its bad business not to work with customers when the issue wasn't our fault.

  Business Response

  Date: 12/06/2024

  Wow this is completely false.  First and foremost the fence turned out great.  Each job is custom ordered and made we don't stockpile aluminum.  We explained to the customer once the material is made we can't return it and that's what happened here.  We did the largest deduction we could and gave the home owner the additional material that they now own.  We did tell them if we had a chance to use the material we would.  Also in speaking with the installer he said this is untrue and he never said these words to this home owner.  So we have no idea why they are spreading these false hoods.

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22649944
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 12/10/2024

  The owner is clearly lying again, and here is why. The office advised me that the owner would deduct -110 for labor and stick us with the fence or -225 and they keep the fence for other jobs. I am pretty sure I have this by email. So, -225 and they use fence on other jobs and pocket all the money I spent on the fence. So the owner lied to the ** in his response. Second the fence installer told me they used the same fence on other jobs all week. The owner is lying again as this conversation was audio and video recorded. Where we had the conversation, I have a RING flood light camera and 2 LOREEX surveillance cameras. All 3 have audio and video. SO as the BBB can see the owner lied to me and now lied to you in his response. As anyone can see the owner was trying make an extra **** and shaft the customer. I will agree the ********************** is in and does look fantastic, however this is the third time I have used this company and 1 shaft me on this job makes no sense. The fence I bought isn't pink or orange its standard bronze that is used on almost every other job. The only way the owner can save his reputation is to buy the fence back form me for what I paid for it. 

  Business Response

  Date: 12/13/2024

  These are false statements.  All aluminum fences are custom ordered.  When the customer called to cancel that portion of the fence it was already made.  We explained that we couldn't return the fence but we could deduct the labor and give them the fence.  They could have simply sold on *********  We also offered to try and sell it on another job if we could.  Customer expected us to eat the cost of the fence that they ordered and owned.  We are glad they absolutely love there new fence though.  If they decide to add the fence someone else later we would be glad to help.

  Make It A Great day.

  Customer Answer

  Date: 12/16/2024

  The owner is clearly lying again, and here is why. The office advised me that the owner would deduct -110 for labor and stick us with the fence or -225 and they keep the fence for other jobs. I am pretty sure I have this by email. So, -225 and they use fence on other jobs and pocket all the money I spent on the fence. So the owner lied to the ** in his response. Second the fence installer told me they used the same fence on other jobs all week. The owner is lying again as this conversation was audio and video recorded. Where we had the conversation, I have a RING flood light camera and 2 LOREEX surveillance cameras. All 3 have audio and video. SO as the BBB can see the owner lied to me and now lied to you in his response. As anyone can see the owner was trying make an extra **** and shaft the customer. I will agree the ********************** is in and does look fantastic, however this is the third time I have used this company and 1 shaft me on this job makes no sense. The fence I bought isn't pink or orange its standard bronze that is used on almost every other job. The only way the owner can save his reputation is to buy the fence back form me for what I paid for it. 

  Customer Answer

  Date: 12/16/2024

  The owner is clearly lying again, and here is why. The office advised me that the owner would deduct -110 for labor and stick us with the fence or -225 and they keep the fence for other jobs. I am pretty sure I have this by email. So, -225 and they use fence on other jobs and pocket all the money I spent on the fence. So the owner lied to the ** in his response. Second the fence installer told me they used the same fence on other jobs all week. The owner is lying again as this conversation was audio and video recorded. Where we had the conversation, I have a RING flood light camera and 2 LOREEX surveillance cameras. All 3 have audio and video. SO as the BBB can see the owner lied to me and now lied to you in his response. As anyone can see the owner was trying make an extra **** and shaft the customer. I will agree the ********************** is in and does look fantastic, however this is the third time I have used this company and 1 shaft me on this job makes no sense. The fence I bought isn't pink or orange its standard bronze that is used on almost every other job. The only way the owner can save his reputation is to buy the fence back form me for what I paid for it. 

  Customer Answer

  Date: 12/16/2024

  My statements are correct and true as the conversations were video and audio taped. The installer had no reason to lie to me, advising they had been installing the same fence all week. The left over fence could have been used at any other job, as explained by your staff at your office. The office manager who was just on vacation also told me on your video they could have reused the fence on another job. She said she was sorry several times and said you were wrong but u are the owner and was all your call to f*** me over. I have sell the fence on ******** you are a fence contractor how cold u not use the same fence at another job, you are a pathological liar. You are clearly wrong and lying, Proven by your company emails to me about how -225 if you keep the fence or -110 and I keep fence which I have zero use for. Your installer and your office manager contradict all of your statements, 

  Customer Answer

  Date: 12/16/2024

  My statements are correct and true as the conversations were video and audio taped. The installer had no reason to lie to me, advising they had been installing the same fence all week. The left over fence could have been used at any other job, as explained by your staff at your office. The office manager who was just on vacation also told me on your video they could have reused the fence on another job. She said she was sorry several times and said you were wrong but u are the owner and was all your call to f*** me over. I have sell the fence on ******** you are a fence contractor how cold u not use the same fence at another job, you are a pathological liar. You are clearly wrong and lying, Proven by your company emails to me about how -225 if you keep the fence or -110 and I keep fence which I have zero use for. Your installer and your office manager contradict all of your statements, 

  Customer Answer

  Date: 12/16/2024

  My statements are correct and true as the conversations were video and audio taped. The installer had no reason to lie to me, advising they had been installing the same fence all week. The left over fence could have been used at any other job, as explained by your staff at your office. The office manager who was just on vacation also told me on your video they could have reused the fence on another job. She said she was sorry several times and said you were wrong but u are the owner and was all your call to f*** me over. I have sell the fence on ******** you are a fence contractor how cold u not use the same fence at another job, you are a pathological liar. You are clearly wrong and lying, Proven by your company emails to me about how -225 if you keep the fence or -110 and I keep fence which I have zero use for. Your installer and your office manager contradict all of your statements, You need to buy the fence back, your own employees contradict everything u say. You cant keep your lies straight and the better business bureau see this. 

  Customer Answer

  Date: 12/17/2024

  My statements are correct and true as the conversations were video and audio taped. The installer had no reason to lie to me, advising they had been installing the same fence all week. The left over fence could have been used at any other job, as explained by your staff at your office. The office manager who was just on vacation also told me on your video they could have reused the fence on another job. She said she was sorry several times and said you were wrong but u are the owner and was all your call to f*** me over. I have sell the fence on ******** you are a fence contractor how cold u not use the same fence at another job, you are a pathological liar. You are clearly wrong and lying, Proven by your company emails to me about how -225 if you keep the fence or -110 and I keep fence which I have zero use for. Your installer and your office manager contradict all of your statements, You need to buy the fence back, your own employees contradict everything u say. You cant keep your lies straight and the better business bureau see this. 

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22649944
  
  I am rejecting this response because:

  My statements are correct and true as the conversations were video and audio taped. The installer had no reason to lie to me, advising they had been installing the same fence all week. The left over fence could have been used at any other job, as explained by your staff at your office. The office manager who was just on vacation also told me on your video they could have reused the fence on another job. She said she was sorry several times and said you were wrong but u are the owner and was all your call to f*** me over. I have sell the fence on ******** you are a fence contractor how cold u not use the same fence at another job, you are a pathological liar. You are clearly wrong and lying, Proven by your company emails to me about how -225 if you keep the fence or -110 and I keep fence which I have zero use for. Your installer and your office manager contradict all of your statements, You need to buy the fence back, your own employees contradict everything u say. You cant keep your lies straight and the better business bureau see this. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 12/19/2024

  More lies from customer.  Our calls are recorded and he is clearly lying.  We have spoken to installer and he confirmed these are lies.  We have no idea why customer insists on lying about what transpired.  As previously stated each fence is ordered custom.  We don't stock pile this fence.  Please reread last response.  We wish the customer the best and hope they can seek help.  We did everything we could in regards to the fence they purchased.  Everyone have a Nerry Christmas and a great new year.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22649944
  
  I am rejecting this response because:
   I have the installer recorded audio and video. confirming the owner did this on purpose and deliberate for no reason except to s**** over the customer. Your office manager confirmed this in person at your store. You are a horrible person and a liar, and a cheat. I have filed a new complaint with The ****************************** as well, along with this BBB. 
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 12/19/2024

  The owner can't keep his lies straight, nowhere did I say anything about phone calls. Installer was recorded on my surveillance cameras so lie 2. The owner offered to buy back the fence for 210 lie 3. The owner is a pathological liar and his office manager confirmed this. lie 4.

• Initial Complaint

  Date:10/19/2024

  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.

  The company came out and gave a written estimate for a fence and then lied about the measurements and misrepresented where the fence would be built to get the job. I confirmed to have the fence built with the two utilitiy poles OUTSIDE the fence before paying the deposit. Then the company built the fence too far back on the property with the utility poles INSIDE the fence creating multiple problems. The fence was NOT built as promised because the company built the fence too far back on the property line. Then the company sent a fake invoice alleging that they cleared trees from my property but security video and photos show no evidence to support this invoice. Then the company left 16 feet of wood supplies and abandoned the contract just days before hurricane ******. The company did not complete this job and never came back. Then they sent an invoice for the work they did NOT do and another invoice for trees they never trimmed. The fence is ruined and I am looking at TWO utility poles IN my yard which were to be outside this fence. The doors open out and not in and have metal bars all over them. I never agreed to have metal bar doors. I paid for a WOOD fence with wood doors that opened in. This has been a horrible experience. This company is a fraud. They lied to get the job, did not build the fence as promised, and walked away from their mistake leaving me with 16 feet of wood in my yard. With the storm coming, I had to find someone else to build it. This is the most dishonest company I have ever worked with in my life. This company ruined my backyard.

  Business Response

  Date: 10/19/2024

  These are complete lies.  The fence was installed per the contract.  We can't install the fence past the customers property line also we can't install the fence up against the neighbors trees.  During the installation of the fence we told the customer we recommend installing ********************** good side facing in because of location of property line and the neighbors trees.  Customer got very upset and told us "absolutely not change the fence install it per contract".  Then she threatened us if we don't follow the contract that she would hire another fence company to do the job.  Also she told us to install the entire fence except the area where the neighbors trees were located and to leave material there and she would get trees cleared.  Per the customers direction which we have in an email that's what we did.  Now she won't answer our calls or emails.  Next step is we have to file in court to collect our final balance as well as ***** out the permit.  When customer realized what we explained to her was correct after the install was done then she changed her mind about how she wanted the fence.  Then she had a tantrum like a child claiming that we did all these horrible things which are all false hoods.  We have all the proof, documentation, and pictures to prove our case.  Unfortunate we now have to file in court because she refuses to communicate and wants to spread lies about what really happened.  After the case is closed we will update BBB with what the judge decides.  

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22444066
  
  I am rejecting this response because: The company did not follow the written agreement and there is no reason why A Great Fence could not install the fence as agreed with the utility poles outside the fence. 

  1. I met with A Great Fence office secretary on the day I signed the contract to confirm that the fence would be built good side out and the utilities (*** pole and *** pole) would be OUTSIDE the fence. 
  2. A Great Fence submitted a survey plan with the two poles OUTSIDE the fence. 
  3. A Great Fence built the fence with the utilities (*** pole and *** pole) INSIDE the fence.
  4. This is a breach of contract. 

  
  I took reasonable steps during the stages of construction:
  1. Pre-Construction- I requested a signed copy of the plan showing the poles outside the fence. 
  2. During Construction- I contacted A Great Fence because the fence poles were being installed too far back which would cause TWO problems: (1) the *** pole would be in the fence (2) the *** pole would be in the fence. This breach of contract created a new problem: not giving the installer enough room for construction
  3. I spoke to the installer about my concern and he said he was following the plans 
  4. I have no idea what plans the installer was following as the permit clearly shows the utility poles OUTSIDE in highlighted yellow marker 
  5. I still do not know WHY the actual contract plans were not followed and the owner has still not given an explanation

  
  Then I received a past due bill for work not performed. There was 16 feet of the fence abandoned by the contractor because the installer claimed it was impossible to build. There are 2 reasons for this: (1) the installer built the fence too far back on the property line and did not follow the survey plan submitted to the county (2) the installer lied and said the work could not be done. I know this because the work was completed by another party other than A Great Fence. But even when ******* ****** knew this breach, he dismissed me and failed to adjust the invoice. 
  

  A Great Fence did not complete the fence. The actual additional out of pocket cost to complete the fence was $530.
  

  When I received an email from ******* ****** in the middle of the night, I realized that I had become involved in a situation that was too difficult or complex for him to handle on his own. Since then I have made every reasonable step to resolve this matter yet he offers nothing but his bill to be paid in full for work he did not complete. While I am staring at TWO utility poles in my fenced yard. One of the reasons I wanted this fence was because *** workers, usually 4-10 employees (and digging sub-contractors) every week, are in my yard working at this utility pole. The workers leave their trash, urinate at the job site, and dig holes everywhere. I wanted this *** pole OUTSIDE my fence so I would never have to see this again. ******* ****** has ruined this $5000 investment for me. 

  
  I took reasonable steps towards mitigation:
  1. I attempted to prevent this breach by contacting the company, A Great Fence, and by speaking to the installer directly. I was dismissed by both parties. 
  2. I reported A Great Fence to Better Business Bureau (BBB) The Sign of a Better Business in hopes to mitigate the damages and recover the $530 additional cost to complete the job after the installer walked away. This offer was not accepted as a past due letter for the entire fence was sent by the company. This shows that ******* ****** expects me to fulfill payment of a contract he failed to perform and he threatened legal actions against my property. 
  3. I reported A Great Fence contractor/owner ******* ****** to the Florida state board for breach of contract and abandoned work at DBPR Online Services  His building license Number is **********. 
  4. I met with the Port Saint ***** license department to get a copy of the survey and contract A Great Fence submitted to build the fence. It also confirms and shows that the utility poles were to be OUTSIDE the fence. I needed this evidence as confirmation for my legal case. 
  
  Moving Forward: 
  

  1. I plan to submit a report to the **************** (Building B) license office with evidence showing my contract with A Great Fence: (1) the written contract highlighting the utility poles outside the fence, (2) payment for the contract of the utility poles being outside the fence, (3) the permit submitted by A Great Fence showing the utility poles outside the fence, (4) where the fence line was actually built, with the utility poles INSIDE the fence, thus breaching the contract, (5) where the installer alleged that he could not complete 16 feet of the fence and he abandoned the work, (6) where the fence was completed by another party clearly showing it was possible to complete the fence, and (7) a picture of the fence completed showing the utility poles inside the fence, thus, making our contract void. 
  

  2. I will fully disclose that my payment does not constitute acceptance but only acts as a step to protect my property investment. ******* ****** misrepresented the contract and provided false information about the contract terms that he never intended to follow. Now I am paying for a contract that he did not complete and payment is not accepting its terms. To be clear: my payment does not constitute acceptance of any goods or services. Payment is in no way showing that I agree to this voided claim, but instead payment is made only in the interest of protecting my home and the court's time. 
  

  3. I will seek compensatory damages to get the services A Great Fence failed to provide.I will seek damages for breach of contract, restitution, negligence, fraud, and specific performance. I will also meet with the police department to discuss a fraudulent email invoice that was sent by A Great Fence employee concerning the removal of trees on my property. 
  

  There is no question that this fence was built in a way that voids this written contract. Evidence presented of utility poles inside the fence area clearly establish the breach. All of the issues arising after this breach are due to the negligent acts of ******* ******. It is clear that his only defense is calling me a liar. I am very surprised he is still a licensed contractor.
  

  Sincerely,

  
  **** ******

  Business Response

  Date: 10/23/2024

  Homeowner is in breach of contract and did not do her part per the contract.  We have proof for everything that we are presenting in court.  This is an open case and it will be handled by the judge so we can't comment any further on this case.  We will update BBB with he courts decision after we present our case and non-payment by this customer.

• Initial Complaint

  Date:06/28/2023

  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.

  They measured the fence double gates installation incorrectly and left a huge separation gap between the gates that can't even be corrected because the adjustment located at the hinges is maxed out (leaving another huge gap on each post). Owner came to see the gates and refuses to fix it, claiming this is "industry standard", which is NOT TRUE. The picture on the left side shows an standard gap size, and the right side picture shows the 2-inch gap that was left on mine. I paid for a privacy fence and ended up with gap so big that anybody can see inside my patio from the street.Any company can make mistakes, so I contacted the owner and reported the issue in good faith so they can fix the problem. I never expected the owner to make up a bunch of lies just to avoid fixing a bad quality job. I personally find the level of dishonesty and unprofessionalism showed by the owner of this company very disturbing.

  Business Response

  Date: 06/28/2023

  Fence looks wonderful and is built within industry standards.  Customer tried saying ********************** was not installed where it's suppose to be.  Then we showed him the fence was correct per his survey(we were correct).  Then customer tried saying we changed the slope of his yard causing water to collect in yard.  This is also false.  I'm a GC and know alot about grading and I explained to customer water collecting is due to yard not being properly graded.  Then customer tried saying rhe gap is too large next to gate.  The gate is built properly and within industry standards.  We believe the customer was just trying to come up with ways to not pay final balance even though we passed our inspection.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20249985
  
  I am rejecting this response because: All false statements. They installed 2 gates with a wide difference in the gaps (as seen in the attached picture). So which gate is up to standard and which one is not? It makes no sense claiming that both are up to standard when there's that big of a difference in the gaps. We belive owner is making false statements just to avoid fixing his company's mistake.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/13/2023

  Fence looks great and is within industry standards.  Also the fence  passed the final inspection.

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20249985
  
  I am rejecting this response because: You can pass inspection from the city and still have done a very poor-quality job, like you did in this case with the horrible gap left in one of the fences. This is unacceptable and needs to be fixed.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/17/2023

  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 hired a great fence company to install a new fence on feb of this year 2023. I have proof of photos with date and time stamp. The initial installer during the installation, upon my inspection i questioned the installer I discovered cracks in the wooden pickets, the installer referred me to call the office the following day. I complied with the installers suggestion called the office, I spoke with a representative ***** explained in detail regarding the cracks in the wood pickets, she stated to me she would refer my inquiries, concerns to the owner of the company *******, I did not recieve any calls for 2 weeks from the date of the install. I called again, ***** the rep. stated to me again she will forward my concern to the owner. I spoke with the owner he would set a ************* to come out to look at the damages of the wood pickets. I met in person with the owner walked with him along side of the fence showing him the damages. I then was calling every week inquiring as to when someone will be arriving to my residence to replace or repair the damages, The owner of the company had to come 3 times to replace the damaged wood pickets. The last time he came out on 05/15/2023 the remaining 5 damaged wood pickets were not replaced.. I have called the office, once again the rep ***** for a great fence stated she would forward my concerns. This is unacceptable faulty products they offer. I invite anyone to come to my place of residence the proof is still there. I cannot comprehend how they obtained a business license. In addition I had been contacted by the ******* code enforcement, **************** re the which I am able to provide the proof, *************** stated to me the previous wood pickets removed from a great fence, has been laying outside my place of residence for 5 weeks and i could be fined. I payed a great fence for the removal and I still had to get **************** from code enforcement involved, he was able to assist.i want them to remove their faulty product for refund.

  Business Response

  Date: 05/18/2023

  Complete false statements.  We completed the fence and it looks great.  Customer called because he wanted some cracked boards replaced.  We went out and replaced the cracked boards the customer told us to replace.  Customer claimed that we never did the work.  We told him we set the old pickets next to road for trash pick up and to look at his fence he would see the newer looking boards.  After he realized he was wrong then he came up with other boards he wanted replaced.  We made another trip and marked and replaced those boards.  This went on a couple more times.  When we would ask for final payment he either wouldn't answer the door or he would claim he wanted new boards replaced.  The last day we went out we had all agreed to replace 3 last final boards.  On the way there the customer text messaged me adding yet more pickets.  Luckily I knew he would try something like this I brought extra pickets just to be safe.  Finally received final payment after all the extra trips that were uncalled for and found out this guy is writing bad checks.  We believe all these extra trips were just stall tactics because he didn't have the money to pay for the fence.  All he had to do was tell us he didn't have money and we would have worked with him.  It's a shame to get a bad review because customer is going through hard times.  We wish him the best of luck with getting back on his feet and hope he doesn't do this to any other hard working contractors. 

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20073259
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 05/18/2023

  As I stated in my original complaint, the job is not finished, or completed by a great fence company, I invite any official to come to my place of residence to witness for themselves the wood pickets that are damaged, 5 wood pickets, should you require photos of the current wood pickets that are damaged I will gladly send them, as I stated once again any official is welcomed to my place of residence to witness the damaged wood pickets that have not been replaced/repaired by a great fence company, unacceptable.

  Business Response

  Date: 05/26/2023

  I completed the fence work myself.  If the fence wasn't completed then the home owner wouldn't have given me the final payment(which was a bad check.  We tried to cash it and the funds weren't available).  Customer wrote ** a bad check after sending ** on a wild *********** about 6 times.

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20073259
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 05/26/2023

  The job is not completed, the wooden pickets I currently have installed by this company are cracked,needs to be replaced. This company refuses to replace these wooden pickets. I have spoken to the owner *******, the owner stated to me they purchase their wooden pickets from Lowes and I need to contact lowes regarding replacement pickets, unprofessional, I don't need to contact lowes, this is the fence companies error, not Lowes, unacceptable answer. I have cracked wooden pickets and this company refuses to correct their errors, unprofessional, unacceptable 

  Business Response

  Date: 05/26/2023

  Fence looks great when we finished.  These are most likely old pictures as these were not there when I was there.  If they were we wouldn't have been given the final payment although there were insufficient funds when we tried to cash.  

  Have a safe weekend.

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20073259
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 05/31/2023

  The job is not completed, I have wooden pickets that are damaged,owner of business came out to replace only a few, the evidence is still there to this date, 5 damaged wooden pickets, again I invite any official to my home too look at the evidence, the owner of this company previously stated in his rebuttal, the photos are not current, again I invite any official to come to my place of residence too look at the evidence, the owner of this company is FABRICATING on a large scale this is unacceptable, unacceptable.

  Business Response

  Date: 06/02/2023

  I witnessed that all material was removed.  Don't know why this person keeps lying.  Also we highly recommend to please stop writing bad checks.  Very unfortunate and hope customer gets better soon.  We wish him the best of luck as we know he's in a bad spot.

  Customer Answer

  Date: 06/04/2023

   
  Complaint: 20073259
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 06/08/2023

  I have clearly indicted in both speaking with the assigned representative to this case, again the current wood pickets are damaged needs replacements, any official is welcomed to come to my place of residence to witness for themselves the current damage, the owner of this company should not be allowed to walk away from this freely, this is unacceptable, unprofessional. I am outraged I spent over ***** for unprofessional install, faulty product hand delivered from this company and I am the villain because I decided to stand up for my rights, this is a horrible night mare.

  Business Response

  Date: 06/19/2023

  Please go take a look at the fence yourself it looks great.  Very happy to get more jobs from this Great Fence.  Really hope this person can get the help he needs.  There are different local programs around that we could refer him to.  We wish him the best of luck and we are here to help in any way we can.

• Initial Complaint

  Date:09/06/2022

  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.

  My complaint: I paid this company 7,230.00 to install a wooden fence on my property, i also ask the office personnel about what kind of warranty they offer, 10 year warranty, i look over the 10 year warranty, it did not say any thing about cracks in the wooden material, boards or poles, i question them about that, and the office personnel verbally reassured me ***’t worry about that, if you have any problems with your wooden fence just call us, and we will come out to replace or fix any problems with your wooden fence. I have call the owner of the business, he came out a couple of times to replace some cracked boards, but when i call him about the fence wooden poles are cracking, they are refusing to respond to my request and come out to correct this problems, i have called repeatedly, i have even sent pictures of the cracked poles, no response. This is what i would like to be ***e, refund me my money or come out and correct and fixed this problem as soon as possible before the weather turns ugly. Thx’s Mr ****** *****, ###-###-####

  Business Response

  Date: 09/06/2022

  We ***'t cover wood from cracking or splitting.  We went and replaced many boards although they were not covered under warranty.  Every time we would go out the customer kept adding more punch items.  Even more trip the customer accused me of moving a board and replacing it that I had never touched.  We went WAY above and beyond for this customer and job was completed a long time ago.  He will have to get a different fence company to help as we have never had a customer request such minor things.  Customer had 1/4" gaps in some places and wanted boards moved.  No fence company does such a request.

  Customer Answer

  Date: 09/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: Some of his statement are not true, I requested board on board application installation with no gaps in my fence for privacy, and what was installed had gaps. And the board he claim he never touch, his installers replace that cracked board with another crack board, then the owner came out to replace the same crack board and he did the same thing, replacing the crack board with another crack board and created a gap between the vinyl pole fence and the wooden fence start. I asked him to close the gap when he replace the crack board that the owner install. Remember i asked the owner office personnel about 10 year warranty, and they reassured me about the cracks in the wood to call them if i have any problems, i was inform of this information before i put down my deposit, that they will come out and fixed or replaced any bad defectives wood. Remember the owner did come out and replace the crack boards and close some of the gaps, while he was at my property working on my fence i asked him, where did your company get this wood from, he said lowe’s, and i also asked him are you are sure this wood will hold up for 10 years, he said the wood has to dry out, give it a month, after that you should be ok, but call my office if any more problems. That’s what i did, when i discover cracks in the wooden poles i call the owner and sent him the pictures of problems with the crack wooden poles to be replaced. No response from owner or office. Resolution, replace crack wooden poles or refund me back my money. My final payment check is dated 2Mar 22, completion of this job is about 8-9 months, thx’s Mr. *****

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

  Business Response

  Date: 09/07/2022

  That's a lie we never told him a 10 year warranty from cracking.  We conpekted the job per contract and we're paid in full.  Went back way too many times to take care of ever changing items.  Contract is completed and closed.  Nothing else for us to do.  He needs to call another fence company 

  Customer Answer

  Date: 09/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: I talk with lowe’s Mgr *** ***** about who purchase the defective wooden poles, he has authorized a full refund or exchange with the contractor, A Great Fence to return the defective wooden poles, because the purchaser receipt is in the contractor Name, A Great Fence. These wooden poles material is warranty by lowe’s, and they are A Great Fence supplier, they suggested that my contractor A Great Fence need to return the defective wooden poles, because those wooden poles suppose to be pressure treated wood, and not suppose to crack. Not once from the owner, when he was at my property fixing and replacing crack wood, when i asked him and he never said to me, about the wood that he did not cover fixing or replacing crack wood. Before i paid the down payment, no one in his office never said to me they do not cover the wood material, what Daniela the main office personnel, said just call if you have any problems with your fence, we will come out and take care of the problems. Solution, replace wooden poles or refund me back my money. A copy of the receipt from lowe’s, with Mgr Signature on the document.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/11/2022

  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.

  We paid a deposit 4/14, we were told we would have a quick turn around time AS ADVERTISED. We did not heard from anyone for 2 weeks, we called 4 times to get a schedule. Emailed, no response. We were using out own dumpster because we are having other renovations done, then they tell us they wont remove the fence panels. We have to remove them ourselves and pay them $8K to put up new panels... New quote was $7k for material, labor, removal and haul away. No one could answer us when we would get the panels installed. It's been a month. Reached out to the owner asking why it's taking so long, answer was due to weather (hasnt rained in weeks) and materials, even though website says they have materials when others dont. We got another estimate, beat theirs by $2k but owner didnt even offer to match it as advertised. Refusing to give us a full refund even though nothing was done, no materials were ordered, nothing was scheduled. He did nothing. I understand we signed a contract and we are asking for a refund but we feel since they did not hold up their end of the deal with the fast turn around time and beating other quotes, no materials were ordered, no workers were scheduled, they are out nothing. There is no reason they cannot refund us our full amount other than just not wanting to.

  Business Response

  Date: 05/12/2022

  This is incorrect. We have done alot of behind the scenes work that we explained to the customer. We have communicated every single time the customer had questions. I have personally been text messaging with the customer several times with updates and answering questions. They claimed to have had a lower estimate. They sent the estimate and it was from an unlicensed, uninsured, no workers comp and unregistered in the *********************. We explained that we already had started the process and have spent money on her job. We offered to give her a refund per the contract and she wasn't happy. We tried to expedite the job and still not happy. No matter how hard you try sometimes you just can't make a customer happy.

  Customer Answer

  Date: 05/18/2022

   
  Complaint: 17190774
  
  I am rejecting this response because:
   
  they did not do anything behind the scenes. When we called the first time to figure out when we would be scheduled we were literally told by the girl that answered the phone the lady that normally handles everything was out and just got to our order that day.  So we said forget it since you havent started anything. My quote was from ************** not sure why he used another invoice but there was still NO attempt to match the quote. NOWHERE son your website are there stipulations on what quotes youll meet and ones you wont  it says all written estimates! Youre a fence company I cant imagine you are out money buying wood for a fence. Youre obviously too busy to install ours so use that wood on the other folks and give us our money back! Scammer!

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

  Business Response

  Date: 05/18/2022

  They sent an estimate from a company thats not licensed, insured, no workers comp, and not registered to do work in the ********************* where the job was quoted.  Also we did alot of behind the scenes work the customer was informed of.  Per the contract we are entitled to keep the entire deposit in which case we were working with them.  Also we tried to expedite there job in which case they refused.  They need to read there contract under cancelations.

  Customer Answer

  Date: 05/20/2022

   
  Complaint: 17190774
  
  I am rejecting this response because:
  There was no attempt to expedite anything. When I reached out by calling I was told Id be called back. When I emailed asking for a date, I didnt get a response. You did not text me and tell me you would expedite. You told me there were weather delays and product shortages. Youre claiming you attempted resolutions that you did not. My fence was quoted and installed in less time that it took you to cash my deposit. And again the company is Double D, and if there are stipulations to you matching a quote those need to be in the fine print.  And lastly, you still have my money. 
  
  Sincerely,
  
  *************************