Complaints

This profile includes complaints for Fence Outlet of Tampa, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fence Outlet of Tampa, Inc.

  201 S Falkenburg Rd Tampa, FL 33619-8042

  
• 

  Fence Outlet of Tampa, Inc.

  11507 US Highway 19 Port Richey, FL 34668-1441

  
• 

  Fence Outlet of Tampa, Inc.

  12984 Tamiami Trl S North Port, FL 34287-1913

  

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:03/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hi,I had fence outlet come out and they gave an estimate measured from property lines-survey. The first estimate was 6653 and the second 7206. Estimator said that there was more fence needed. The installers then came out, removed all of my current functional fence and then said they couldn't install due to wrong property line measurements. I had to sign a waiver with my neighbor to get it done because my old fence was gone(don't you think they should've checked first). It took 2 days for install with them showing up at 630am the next day. This put me now at 2 days off work. Then they just left without letting me look. When I went outside there was dirt everywhere, pieces of fence, trash, some caps missing, concrete 4 inches above the walkway and more. It took me a full day, another day off plus some, to clean up the mess. Then I noticed that the old fence was just cut at ground level, not even removed. After complaining they sent **** out to measure(he didn't)not on the property line and see the terrible workmanship. Well he never measured, but did admit that it was not installed on the line. I then measured the fence install and came up with 22 feet of fence not installed, about a foot short on one side and a few inches on the other side. I've asked just for them to adjust the invoice to match the installed fence but they keep giving me the run around, including emails of pass due invoice. Well they claim a form was sent and it wasn't. Either way I just heard back today and they want to reinstall the fence which means to tear it out and put back in the proper spot. I have already cleaned up (still a ton of dirt in yard unfortunately), installed my plants back, put things back in place and other things done. I cannot deal with this nightmare again and we all know that vinyl fence gets damaged being removed-reinstalled. Not sure why they are being difficult. I cant afford another day off. Why was 2nd quote more with same survey? Please help.

  

  Business Response

  Date: 03/27/2025

  ***, we apologize for your recent experience. Thank you for working with us on coming up with a satisfactory resolution. I have submitted the paperwork for the credit to your account. Our ********************* will send you an updated invoice to reflect the credit. Please contact our **************** Manager, ********* ******, with any further questions or concerns. 

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23114470
  
  I am rejecting this response because: 

  I received this from BBB-

  ***, we apologize for your recent experience. Thank you for working with us on coming up with a satisfactory resolution. I have submitted the paperwork for the credit to your account. Our ********************* will send you an updated invoice to reflect the credit. Please contact our **************** Manager, ********* ******, with any further questions or concerns. 

  This is the reply from ********* when I sent the message from BBB-

  On Friday, March 28, 2025, 8:58 AM, ********* ****** <**************************************************************************************************************************> wrote:
  That response is from me, regarding the $360 credit offered.

  My reply after-

  I am going to dispute the offer on BBB. Im not agreeing with your offer but want to close it out. The review Fence Outlet will receive is not going to be good. The first estimate was 6653, from my survey and that is whats currently installed square footage wise. The second estimate was 7206 which was more square footage which was not installed. Not sure why this is so hard for you to understand. I will be reaching out to other sources to expose what I have dealt with from the wrong install to the mess left behind. We both know that what happened is totally bad customer service and my satisfaction has not been met. Please send me my invoice and launch credit information.

   

  My current stance on the complaint-

  This has not escalated to the corporate office as it sounds. It is the same person, ********* ******, that I have been dealing with this whole time. The offer they made was never agreed upon and does not match the request. At this time I am receiving past due notices and need to close through the credit union. Unfortunately the customer service manager is not giving customer satisfaction to me the consumer. They charged me more money on the second quote and only installed what was on the first lower quote. 

  
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 03/31/2025

  ***, we have issued another credit to total the $583 that you requested. Our ********************* will send you an updated invoice to reflect the credits. We thank you for working with us to come up with a satisfactory resolution. 

  Customer Answer

  Date: 04/03/2025

   
  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

  Date:03/19/2025

  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.

  ordered a second gate to match my fence..sales man came out and did all the mesuments..did not want it to be insalled by them becace the price was too high..ordered the new gate from them based on the salesmans mesurements...picked up the special order gate then got it home and the picets on the gate are diferent...wanted them to fix the problem and they told me they would not because i signed off on the gate...i did not know they were differnent till i got it home...then they told me tough luck!!!because i signed for it...i had no idea that it was different till i got it home...it was wrapped in plastic and i could not tell that the gate was different than the original ...the saalesman mesured the gate wrong, not me!!

  

  Business Response

  Date: 03/20/2025

  We are sorry to hear about your experience, our General Manager ******** will be reaching out to you today to bring resolution. 

• Initial Complaint

  Date:01/06/2025

  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.

  In August of 2024, our HOA had new fencing installed. We were happy with the new fence and we added 2 way locks to the gates to secure the area from trespassers. In November, 2 people did trespass by shaking the posts that are attached to the gates. Thereby rendering the gates unable to properly function. We contacted Fence Outlet about the lack of cement used to secure the posts. We were told it would be a $450+ charge and that they wouldn't be able to look at it for several months. We couldn't wait as our residents needed access to the backyard and the mailboxes. We contacted another party to repair the post and add the proper amount of cement at a cost of $300. When I contacted Fence Outlet again to ask for reimbursement, I was told they would send someone out to fix it but they wouldn't reimburse us as the fence was already fixed by this time. We simply seeking reimbursement of the cost of repairs on the fence. I have tried to contact them several times since, but they have ignored my phone calls and texts. Thank you in advance, *** ********.

  

  Business Response

  Date: 01/08/2025

  ******, we apologize for your recent experience. We did receive photos of the damage. The pictures provided to Fence Outlet do show that a sufficient amount of concrete was used during the original installation. As a courtesy, we did agree to send a service technician out to complete the repairs. However, we were not given the opportunity to complete the repairs and another company was hired by the customer. When the service technician arrived, it was discovered that the repair was already completed. Fence Outlet is not responsible for the bill incurred for the repairs completed by another company.  

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22764468
  
  I am rejecting this response because: I do not agree that an adequate amount of cement was used as the trespassers were able to wiggle and shake the post enough by hand to allow the gate to be opened even though the gates were locked. Also, when we called you originally we were told no one could even look at the damage for months, that it wasn't covered, and so we would have to pay $450.00 + for repairs. As I stated, we weren't in a position to wait as it was the required fencing for our pool area, and we have seniors who needed access to the community area so we had not choice but to find an alternative to ensure the repairs were done quickly. We are only asking for $300.00 to pay for our repairs. This amount is a very reasonable request and we would like to settle this as soon as possible.

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

  

  Business Response

  Date: 01/10/2025

  We understand that you may not agree with our decision. We do believe that we have gone above and beyond to try to assist you with the repairs. Our installations are backed by a one-year workmanship warranty. However, storm damage and vandalism is not covered under our warranty. We did send a representative out to provide an estimate for the repair. During that appointment, a representative from your property advised that the damage was caused by someone trespassing on the property. The pictures from that visit do show that an adequate amount of concrete was used and the fence was installed correctly. Please see attached pictures. There was a long wait time for repairs due Hurricane ******. Our Tampa location was booked out several weeks due to that area being heavily impacted by the storm. We apologize for the inconvenience. We did agree to then send a service technician out to the property to assist with the repairs, at no cost to you. However, the repairs were already completed by another company. The decision to have the repairs completed by another company was yours, as we were willing to assist with the repairs. Therefore, we maintain our position that Fence Outlet is not responsible for the cost of these repairs by another company. Fence Outlet was willing to complete the repairs at no cost, on our timeline. We do understand that you were not willing to wait then the decision to pay for the repairs is yours and not the responsibility of Fence Outlet 

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22764468
  
  I am rejecting this response because: As I have previously stated, I don't feel that the proper amount of cement was used to set the post, as it was easily dislodged by a teenage trespasser. The reason we had the fence installed was to keep out intruders. Obviously, within 3 months of installation, the gate post could not withstand being shaken. We didn't have the option of waiting months for the repair as our residents are senior citizens, and we had to protect the pool area from intrusion. The photos you provided show much less cement then what we had to replace it with to keep it solid. Also, we were initially told there would be a charge of $450.00 +  and it would take 2 months (mid Jan) for you to come. While we appreciate you sending out a technician, it was too late as we had already repaired the post by putting in the proper amount of cement to secure the fence post. We would like to be reimbursed the cost of our repairs of $300.00

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

• Initial Complaint

  Date:11/18/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Initial contact oct 14th Estimate nov 4th Paid $890 Nov 4th Repair fence and fence gate Did not do what Estimate called for but still completed the *********** at first said partial refund may be done but was over ***** by upper management.

  

  Business Response

  Date: 11/20/2024

  ****, Thank you for your feedback. Our installations are backed by a one-year workmanship warranty. If any part of the fence fails due to an error in the workmanship within the first year, we will correct it at no cost to you. Once it is out of warranty,there is a cost for labor and materials. Storm, wind and hurricane damage is not covered under our warranty. Our estimates are always free, even for a repair! Our installers are paid a minimum of $450 for each job, plus the cost of materials. That is the cost to have a professional fence installation or repair. We like to be transparent with our pricing and inform customers of this cost prior to any appointment or signing a contract. The contract was emailed to you for review and you did sign, agreeing to the given price. The repair is a very labor intensive job. There is no minimum on the time the installers will take to complete the repair. It can take a few hours or a few days, we still charge the same labor fee for repairs.  As a courtesy, we will issue a $250 refund. We hope this will help resolve this matter. Please call our **************** Manager if you would like to discuss further, ************.

  Customer Answer

  Date: 11/20/2024

   
  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

  Date:01/24/2024

  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 am complaining about my fence that was installed on January 4 ****. The salesman that sold me your fence told me about it being high quality and used 1 bag of cement per post and supposed to be sturdy. The crew came out on January 4 th and my fence post are not packed well and whole fence has too much movement and every time it rains standing water in holes around post because post hole are not filled properly and gate is too small for opening. Whole fence moves and cap on post missing. **** told me they are aware gate is too small and were bringing new one in morning to install but they never did and I have called your office. The fence on right side of yard is higher at end of yard and not level. The one I had was better than what I got from you and level at end of yard. Your crew left a mess of parts in yard and cigarette butts every where that I picked up because my puppy had some in its mouth. You even left screws in drive and I had to replace my new tire costing ******. Man finally came out I thought to repair on January 19 th and he showed up at **** with nothing to repair the fence and said he was just there to look, that is c*** Now I want you to take away your product and return my deposit.

  

  Business Response

  Date: 01/25/2024

  ******, we apologize for your recent experience. We did send a service technician out to ***** the installation. The initial service appointment was simply to ***** and determine what materials may have been needed. We have a scheduled service appointment to address all installation issues on Friday, 1/26. We also have requested a copy of the receipt for the tire to review for possible reimbursement. Thank you for working with us our **************** manager to resolve this issue. Our **************** manager will follow up with you on Monday to ensure that all concerns were addressed to your satisfaction. If you would like to discuss this matter further, please contact our **************** Manager, ************.

• Initial Complaint

  Date:08/14/2023

  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.

  Good morning, Fence Outlet, I have problems with my sprinkler system due to work performed by your company on 7/21/23. I enclosed the following photos of the work I performed yesterday concerning this sprinkler problem and found you installer cut the main wire for the sprinkler system with a fence post. Once I got the system running, I found a busted pipe at the same fence post. Please let me know how you can remedy this problem before other actions are taken. We reached out to your company on numerous occasions and got limited or no response at all to our calls and emails. If you have any questions concerning this matter, please give me a call at ************. ******

  

  Business Response

  Date: 08/15/2023

  ******, We are sorry to hear about your experience with Fence Outlet. We make every reasonable effort to prevent damage to your property. We sincerely apologize that the sprinkler lines were damaged during the installation of your fence. We do offer a ******************* Plan which covers any repairs to your sprinkler system. This protection was included in your contract. We have the repairs scheduled for Tuesday, 8/15. If you would like to discuss this further, please contact our **************** manager, ************. 

   

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20458869
  
  I am rejecting this response because:
  Fence outlet repaired the busted pipe only on 8/15/23, but did not replace sprinkler main wire, I spoke to the general manager and I was told to call electrician to about replacing the main wire and get back to him with a price. This complaint should stay place until fence outlet make me hold. 
  

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

  

  Business Response

  Date: 08/28/2023

  As we discussed, we will be issuing you a refund for the repairs on your irrigation line and and additional credit for any inconvenience. Thank you for working with our **************** manager to come to a satisfactory resolution on this matter. If you need anything further, please call our **************** Manager, ************.

   

• Initial Complaint

  Date:08/03/2023

  Type:Order 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.

  Bought a fence for instalation.April 12 they stated to install my fence. Against the original plans they moved into my yard by 2 feet. They hit an underground spectrum line. After waiting two months i reached out to them about finishing the job. First week of july fence outlet calls me and tells me if i dont sign a letter of completion by july 11 they would put a lien on my house for payment. I tell them the jobs not done, i have an email from them telling me not to sign until the job is done. On july 17 they come out to finish the job, on july 20th i get a letter stating there is a lien on my house. This letter was dated july 7th. So the job is done, the letter of completion is signed we are financing the fence and theres still a kien on my house

  

  Business Response

  Date: 08/04/2023

  *****, we apologize for your recent experience. During the original install of the back line, there were some private underground wires that were discovered. This prevented the installation of several panels on the back line. The solution was to bring the fence line in a few inches to avoid said wires. When the crew came back to complete the installation on 6/29, you advised the crew that you did not want to lose any property. As a licensed contractor, we can not encroach on someone's else property without written permission. You spoke with our **************** Manager that day to discuss your options. On a recorded line, you were advised what was needed to complete your request to encroach on your back neighbor's property and advised that there was a pending lien on your property. The lien rights were to expire on 7/11/23. The **************** Manager did advise you that you can hold off on signing off on financing till the work was complete, however, there would be a lien placed on the property. It was also advised to you on a recorded line that a release of lien would be immediately provided once you signed off on your financing. There was a mutual agreement to this on a recorded call. The work was then completed on 7/19 and you did sign off that the work was complete. You were sent the financing paperwork to sign to release funding. This was not completed until 8/3. A release of lien was then processed and sent to you via email & mail. There is not a refund due as all agreed upon, contracted work was completed. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20413283
  
  I am rejecting this response because:From the very beginning, we were told by Salesman *********************,that they (Fence Outlet) could not remove the existing fence, that the new one would have to be installed in front of it because a small part of the fence appeared to be more toward the neighbors property line that ours, though it was partially on our property line as well please see attached survey. I have circled in blue the section that was claimed to be on the neighbors property, also clearly on ours.  Also note that the entire side of fence between the next-door neighbor (right side of the survey) and us was removed with no issue, although it also could be argued that it was partially on both plots of land. Asked if neighbor could sign something permitting them to remove the fence was told no, by *****,because the fence was not being purchased by them (neighbor). I expressed concern that the existing fence would at some point sag and lean on the new fence, thereby damaging it. His response was we install fences like this all the time, and Ive never had anyone call to report something like that.
   At no time did the salesman suggest that we contact the neighbor and ask if they would be willing to sign no-sale contract. It was only after speaking with office manager ********************* (on a recorded line), that he said that we could do that. At that time, I told him that the salesman has lied outright to my face then.
  On the day of installation, the installers expressed confusion as to why the existing fence couldnt be removed. They themselves (on a recorded line on April 12, 2023) called the office and/or ***** to discuss and was told to proceed as outlined. They ended up hitting a utility line, not a private line as described by the documented response from fence outlet. It was clearly marked by the people who came out to mark this and other lines with spray paint; please see attached pictures.
  They had to stop installation until the line was repaired. At that time, you could see that the old fence, as you will see from attached pictures, was clearly already leaning on the new fence. Oh, and they did remove 18 feet of fence, and that was not discussed with us at any point. It makes absolutely no sense to partially remove the old fence. It weakens the entire structure, effectively guaranteeing that the fence will lean on the new one;and it did. Furthermore, after the internet line was repaired, we did not hear from Fence Outlet for a few weeks. We had to call and ask when they were going to come out. This significantly delayed progress.
  Also, during the time we were waiting, and the new fence was visibly being leaned on by the old fence, we expressed our concern and kept getting met with resistance. After a few more weeks of calls (all on the recorded line)wherein we were promised 3 times that the manager would come out to the property to assess the situation themselves, he did not ever come out to assess anything. While waiting for a resolution, on June 15th we received a past due bill (see attachment) for a product and service that had not been provided yet- please note it was dated for April 17th. It was explained to us that we were receiving this notice because we hadnt signed the order of completion to allow the financing company to fund the project. We werent going to sign anything indicating the work was done when it quite clearly wasnt finished and was clearly documented as such.
  After more back and forth documented by texts, emails and phone calls (on the recorded line), a crew came out to finish the job. All of this now 2 months after the original install date, as they had finally sent the necessary form to our neighbor to allow removal of the old fence (Neighbor signed the document on July 6th). However, Fence Outlets solution to resolve the issue of the cable line being in the way of the original plans,was to impinge further into our yard, reducing the square footage significantly.This was not acceptable to us. Our neighbor signed the needed documents, the fence could have been replaced in the same place as the old one had been, slightly adjusting to keep it fully on our property line. So, we allowed the crew to take down the remaining sections of the old fence but instructed that we did not want them to encroach further into our yard, so to remove the old fencing only, and that we would again have to reach out to Fence Outlet to discuss.
  At that time, we were informed that if we did not sign the order of completion by July 11th, that a lien would be levied against our home. While I can understand why this might be standard protocol in most instances, this entire process had been delayed from the first day it started, and by no fault of ours. We didnt hit the utility line, and had no control over how quickly it could get repaired. Fence Outlet neglected to call us after they were notified that it was repaired to discuss continuing forward. Again, not our doing. But most importantly here is the fact that we were told that if we didnt sign an order saying that an incomplete job was complete, that a lien would be placed on our home. Now, why would we ever sign a document stating that it was complete if it wasnt? And what justification did Fence Outlet have for enforcing the lien when they had not yet fully delivered the product? It is true that we were told to wait until after it was completed to sign the order, but that directly is in opposition with the only way to prevent a lien. And, as you will see from the copy of the lien that they did indeed enforce, they filed it on the 7th of July. The job wasnt even complete until the 19th of July. And to be clear, we have never been sent any documentation that the lien has been removed.
  I would also like to note that it is quite telling that not one of the documents or correspondence we received from them by mail had an accurate date on it (i.e., the past due notice), and often none at all (notice of claim of lien see attachment, and order of completion). Thats more than a little shady.
  The entire process could have gone smoothly if ***** had been honest at the start and instructed us to contact our neighbor about signing a no-sale contract. Instead, it appears that he was more interested in making a sale as quickly and easily as he could with no regard to what we, as the paying client, wanted or needed. Something that should have taken one day, **** out over 3 months simply because he didnt want to do his job the right way. We have no issue paying for the product we received: the fence materials. However, we do not feel that we were not treated respectfully as a paying customer; we were misled and outright lied to by the salesman, and no good faith effort was made to resolve the issue prior to our insistence. A business should stand behind its product and its service, and in this instance, it is our opinion that service-wise,they failed miserably. We have no problem paying for what we ordered and are not trying to get out of paying for the fence. If the company had any sort of ethical standard, they would have tried to make this situation right from the beginning instead of giving us the runaround. This grievous lack of regard for customers is predatory and misleading and should be known.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/16/2023

  We sincerely and wholehearted disagree with your conclusion that you were being misled by Fence Outlet. We apologize if your sales representative did not discuss your options regarding your surrounding neighbors. As a licensed contractor, we will not encroach on another property without written permission from the homeowner. This was discussed over the phone with our **************** manager. You agreed to the longer wait time so you did not lose any more property. The terms of the lien was discussed on a recorded line and agreed to by you. The terms of the lien are also disclosed on your signed contract. The release of lien was recorded and then mailed to you and sent in an email to your wife. If you would like to discuss this further, please call our **************** manager, ************.

   

• Initial Complaint

  Date:06/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Gate cracked and they said it's not covered under Life time warranty and it's only 3 years old.

  

  Business Response

  Date: 06/23/2023

  Thank you for your feedback. Our installations are backed by a one-year workmanship warranty. If any part of the fence fails due to an error in the workmanship within the first year, we will correct it at no cost to you. The one-year workmanship warranty covers issues with the installation. The limited lifetime warranty covers defects in the materials. We can assist with the repairs of the fence.   However, once it is out of warranty, there is a cost for labor and materials. We would be happy to provide a repair quote to you. You also have the option of purchasing the materials at one of our locations and completing the repair on your own. If you would like to discuss this further, please call our **************** Manager, ************.

  Customer Answer

  Date: 06/24/2023

   
  Complaint: 20212063
  
  I am rejecting this response because: The fence cracked that's not workmanship.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/28/2023

  Thank you for sending the picture. After reviewing the picture, it was determined that the crack is from wind damage, Storm, wind and hurricane damage is not covered under our warranty. However, as a previous customer we will send a service technician out to complete the repair, as a one time courtesy. A representative will contact you to schedule the repair for next week. 

  Customer Answer

  Date: 07/05/2023

   
  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,
  
  ********************* I don't agree the there cause of damage but they did fix it.

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 our fence installed in Februrary of 2022. However, all of our trouble began after one of the hurricanes during the fall of 2022. The storm knocked open our gates open and cracked two vertical rails. After speaking to two different salesmen we finally the vertical rails on the gates fixed by the end of January/beginning of February, however, the biggest issue is that theres a gap between the hinge and the right vertical rail. Two screws are not able to s**** in flush with the vertical post. So I complained and spoke with the manager about this. One repairmen believe it was the hinge getting bent during the hurricane. The manager was willing to send someone over the following week (so roughly around March 1st) I told them I wasnt able to be there and would like another date to watch the work. So I ask about the following week and they said they will get back to me. Its now nearly May, and they never returned my call to correct the issue.I did end up calling on May 4th due to a misunderstanding of an old voice message. I did find out the reason why they never called me back is because they believe the issue was resolved and thought that they replaced the hinges. I have no idea when that *** have happened as I wasnt there nor do they have any paperwork proving it was done. According to the old voice mail message I was supposed to sign and pay for the new hinges but that hasnt happened. So, I do not believe they replaced as my original complaint is still there, there is still a gap between the hinge and the vertical rail. I texted Rich on May 4th regarding this but I havent heard a response in almost a week. Im not going to hold my breath. As I do not have the time to go back and forth to deal with this company to ensure that the job is done.To solve this is to have the I would like a gate that is aligned and that its screws are properly flushed along its vertical rails.

  

  Business Response

  Date: 05/12/2023

  *****, We apologize for your recent experience with Fence Outlet. Your fence was installed February of 2022. Storm, wind and hurricane damage is not covered under our warranty. The one-year workmanship warranty covers issues with the installation. The limited lifetime warranty covers defects in the materials. After the hurricane, we did provide a quote for the repair on one gate. This contract was to replace gate uprights and move the drop rods. This repair contract has been completed. After the repair was concluded, you contacted our Tampa office and mentioned you were having trouble with the hinges. We did send a service technician out to replace the hinges for you, as a courtesy. We would be happy to provide a quote for the additional repairs needed for your gate. All contracted work has been completed. 

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20044751
  
  I am rejecting this response because: my original complaint is still there. The same complaint that I have emailed and called about back in February after the completion of the two uprights.  If the claim of the hinges were replaced sometime afterwards then why is my issue of the gaping still there?

   

  Yes, please send over another technician for an additional quote and explain to me in why the first two technicians hasn't caught/fixed this repair while they fixed the cracked uprights on the gate. 

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

  

  Business Response

  Date: 05/19/2023

  *****, we apologize for the confusion regarding *********** contract. As we have discussed, the contracted repairs were completed. We would be happy to send an estimator out to provide a quote for any additional repairs. We have an estimator scheduled for Tuesday, 5/23 @ 3pm to go over the repairs and provide a quote. if you should need to reschedule the appointment, please call or text our **************** Manager, ************.

   

  Customer Answer

  Date: 05/21/2023

   
  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. I am expecting that Fence Outlet will give ** a new quote on the repairs on Tuesday 5/23 at 3pm. I would also like to have an explanation on why the previous repairs never worked.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/20/2023

  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 ordered and paid for products from Fence Outlet, North Port, ** on 01/28/2023. The charge was $297.59 on invoice #******. We were told they were special order products and would take 2 - 3 weeks to come into stock. It is now March 18, 2023 and we have not received anything. After the 2nd week, I called to check the status and was told they were in **********, ** at the plant. I was also told they get their deliveries on Wednesdays and Fridays from **********. Since then, I have called every week on Wednesday and Friday and am getting the same generic answer that they are waiting for them to be delivered from **********. It has been 9 weeks and we are getting no where, When I inquired about getting a refund so that we can go elsewhere to purchase products we were told that upon purchase we were notified that it was non refundable, to which I responded we were okay with that when we thought we would have them in 2-3 weeks, but not now. My calls to them are getting us nowhere, so I don't know how else to proceed to get this elevated for resolution.

  

  Business Response

  Date: 03/20/2023

  ****, we apologize for the delay in your order. The items ordered were Special Order items and production can take longer that expected. Our records indicate that the order was signed and picked up from our North Port location on Saturday, 3/18/23. We again apologize for the delay in your order and for any inconvenience this may have caused. If you would like to discuss this matter further, please call our **************** manager, ************.