ComplaintsforFence Outlet of Tampa, Inc.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  08/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

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

  

  Business response

  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 response

  06/24/2023

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

  

  Business response

  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 response

  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

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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, ************.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the correspondence we received after sending message about our gate sagging after 8 months. The salesman guaranteed it would not sag with the reenforced steel frame. We paid more for the steel frame. We also had some fence installed the total for both was $ ********. Good morning, Thank you for your email. We were trying to reach you regarding the service we have open for your gate. Our ***************** Manager came out to inspect the gate on 2/22. It appears that something fell on the gate breaking the cap and lowering the post several inches. It appears that *** have been caused from the roofing company? This damage is not covered under our warranty. If you would like us to do the repair, there will be a minimum labor fee of $450 plus the cost of materials. Please let me know if you would like to proceed with the repair. Thank you, ******************************* | ******************************* | ************ Cell | ************ ***************************************************************** This is the response we sent back to them.The assessment made on 22 Feb by your quality assurance ***** is incorrect. 1) There was no roof work done in 18 years, 2) The depth of the concreted posts were not increased, they are the same depth as installed by Fence outlet employees. 3) If you look at the fence gate level at both sides they are not level with the connecting fence on either side of the gate. If you are not going to honor the warranty, then please give the information to me to get replacement hinges and I will replace the hinges myself.

  

  Business response

  03/13/2023

  When our ***************** Specialist conducted the site visit, he stated " The gate looks to have had something fall on it to break the cap and lower the post 3". There are freshly groomed trees in the yard and what looks to be a new roof." Attached you will find the pics that our ***************** Specialist took when he went to inspect the fence. Please understand that our warranty/guarantee covers workmanship issues and/or manufacturers defects. Unfortunately, this damage does not fall under one of those categories. If the damage was caused by a roofing company or a landscape company, you could speak with them in reference to covering the cost to make the repairs necessary and we can provide you a written estimate. If you do not want to go that route, you can contact me (Cell | ************ ******************************************************************* and we can discuss the replacement hinges.

   

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 23rd, Fence Outlet contracted a company to install my fence outside. The company came out and completed the installation. Upon a brief inspection, I noticed the contractors left a ton of gaps in my fence from the ground. The team took the caps off the fence and hit the fence downward as much as possible. After 3 days, my neighbor notified me 3 of the fence caps flew off and landed into her yard. Luckily my neighbor was honest and provided me with the caps to manually put back on tone gate. Also, 4 of the caps flew off and landed in the open field behind my house. My boyfriend had to jump over my neighbors gate and then jump into the open field to retrieve the additional caps. Ive called the fence outlet business phone, I left 2 voicemails for the general manager ******, sent an email to ************************* and left a voicemail for ****. Based on my attempts ****** not **** has not called me back, nor has *** responded to my email. I stay in ******* and if my fence can not sustain normal wind, image whats going to happen during HURRICANE SEASON!

  

  Business response

  02/08/2023

  ******, thank you for speaking with our **************** Manager regarding your complaint. We apologize for the lack of communication. One of the representatives you attempted to contact is no longer with our company. We will be sending a service technician out to make sure all your caps are securely attached to the fence. Thank you for working with us to get this issue resolved. If you would like to discuss further, please call our **************** Manager, ************. 

  Customer response

  02/10/2023

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

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I scheduled an initial appointment on August 30th with Fence Outlet and received my vinyl fence installation on December 3, 2022, after 3 months with four last-minute cancellations.Throughout the months that I waited, Fence Outlet had our utility lines marked so they could be avoided. Unfortunately, they decided to dig straight through our utility/drainage easement (which is not what we agreed to) and left a utility cable exposed. This cable runs the entire length of our property and extends now into our neighbor's yard.I would assume it is Fence Outlet's responsibility to reach out to the appropriate party to inform them of their mishap in hitting the line. If anything else, this should be a common courtesy. However, after reaching out to the ************** Manager" and waiting days to reach a resolution, I received a generic response ultimately leaving the clean-up of their mess in my hands.As a customer who has tolerated four last-minute cancellations, waited over three months for installation and promptly paid their bill in full, I would have expected better service from Fence Outlet instead of leaving me with an issue caused on their behalf for me to handle.I paid for a fence, not a problem.

  

  Business response

  12/08/2022

  We are sorry to hear about your experience with your fence installation.  We make every reasonable effort to prevent damage to your property.  Before every project we have the public utility lines located. Our installers have no way of knowing what is under the ground unless it is marked either by the utility locate service or by you. As stated on your contract, we are not responsible for damage to unmarked, buried lines. During the install, the crew did make you aware that they hit a cable line that was not marked. The cable company did come that day to fix the cut line. However, they left the line exposed and advised that another representative will come out to rebury the line within the week. We suggested that you confirm this with your cable provider. We are unable to access your account on your behalf. Our crews are fence installers and not trained or equipped to handle utility lines. For their safety,we do not allow our installers to touch any exposed wires. We make the homeowner aware of the issue and they will contact the appropriate company to handle the repair appropriately. We apologize that you feel you are not a valued customer. We do value all our customers and apologize for any inconvenience this may have caused. If you would like to discuss this further, please call our **************** manager, ************.
  

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The day I got the estimate from the Fence Outlet agent I was told that 1st -they would cement each post, 2nd they told me if I didn't sign a contract that day I wouldn't be eligible for the 10% discount. I should have said no then, but I was trying to save money. Buy doing that I couldn't shop around and felt like I was Pressured into the sale.( I see other buyers felt the same). According to FO policy that's how they work! I was scheduled to have the job done on a specific date in july. I was told they would come in the morning. I waited until around 10 am and call FO to find out if they were running late. They told me they had to reschedule the installment to the next day. (I've worked outside so I know weather can cause delays,) but they didn't bother to inform me. When the crew came There were problems with 1. a tree and 2. neighbors fence. They went around the tree and made fence crooked on that side of the yard. There was a gate post in the way, but I removed a part of it that was in the way. they still made the fence crooked ( They made me fell like If I asked them to fix something I was going to pay extra. I am handicapped so it was hard for me to do anything on the spot. I paid half of the bill up front , but because of issues I asked to look at and fix I was holding the final payment. They finally got someone to come out and look at the job in Aug, I told him about the crooked fence, the tree go around and also the posts are loose, but they never got back to me. NO Communication what so ever . Now in late Oct. I they called me and want there money. They have threatened to wreck me credit if I don't pay but they haven't fixed the fence . I'm not paying until they fix the fence. I know they will try to twist this whole thing around to justify there actions I see it with ALL the others who had trouble with them. They are able to tape all conversations that benefit them , where as ewe can't. BUYER BEWARE THIS IS A COMPANY THAT DOESN'T CARE ABOUT NOTHING !!!

  

  Business response

  11/03/2022

  We are sorry to hear about your recent experience with Fence Outlet. As a company, we always offer our best price on our first visit as needing to return for subsequent visits, costs our estimators additional time and money, as well as, additional wait times for the customers as well. We apologize that you felt pressured at the time of sale, as this is truly not our intent. Fence Outlet is not always the most affordable option for every fence project. However, we do believe that our product and our service is of superior quality compared to that of our competitors. All timeframes provided at the time of sale are estimated. There are times when unforeseen circumstances come up that *** cause a delay in the installation. A representative from the Port Richey office did call to inform you of the need to reschedule. The installation crew arrived ON 7/14. During the installation, it was discovered that part of the fence would be on your neighbor's property. As a licensed contractor, we will not encroach on another property without the homeowner's permission. A service technician did come out ON 8/24 to confirm the fence would be on the neighbor's property. Once we were aware this was not made clear to you, we did reach out to schedule a time to meet at your property. Our **************** manager and the General Manager of Port Richey did contact you on 11/2 to schedule. We did send another service technician out to your property on 11/3. He walked the property with you and showed you the neighbor's property line. It was explained to you that if we have written permission from your neighbor, we will be happy to move the fence. Thank you for working with our team to come up with a solution for you. 

*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. ↩