ComplaintsforSpectrum Fence Company, LLC

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spectrum installed the fence on 6/14/2023. We are having multiple issues related to quality of workmanship and quality of materials. According to the "Spectrum Fence - Terms and Conditions", they provide a warranty for both workmanship and materials. In the last 2 weeks I left a voicemail which was not returned and sent an email requesting a call from the owner. The installers were extremely sloppy and communication with the on-site member of the crew designated to speak with us was very difficult. When they arrived it took close to an hour before he could understand the project (even though he had the written proposal with drawing from the salesman). They didn't arrive with enough materials to complete the job. Issues remaining include: multiple cedar pickets with splits, pickets bulging, multiple poor quality cedar cap boards, a missing post cap, missing longer nails at one post, and pressure treated pine lumber used in some places (facia and cap boards) contracted to be cedar. Also, due to either poor quality lumber or workmanship pieces are either uneven or unlevel. We contracted for a cedar fence with pressure treated pine posts. Cedar materials are at least double the cost of pine so we didn't get what we paid for. The installers were sloppy: splattered concrete on brick; mud, concrete, trash and nails in the yard; red mud and concrete on the fence materials. All of this we had to clean up ourselves. The project manager told me red mud would wash off in the rain but it doesn't. They also used a chain saw (instead of a proper option) to cut many of the boards. This results in chewed up, splintered, uneven cuts. It's not what we expected when we contracted for an expensive fence.

  

  Business response

  04/10/2024

  The complaints from *********************** started before we had a chance to complete the fence. Her complaints started when we wrote the quote, coordinated scheduled and with paying the deposit. There was not part of this transaction that she was satisfied with.

  On the day of installation, we had a minimum of 7 phone calls and FaceTime meetings, and many text messages to discuss the details of her small project; this is unprecedented and unnecessary. She was clearly paranoid and micromanaged the installation crew.  She made changes to the design of the fence and materials on the day of installation and stated that she will not pay any additional money. In order to pacify her, we agreed not to charge her any additional fees.  

  After I addressed her concerns and the installation crew completed the fence, we sent an installation crew back out to address all of the minor issues that she still had. This came at an additional cost to the company, however, we did not charge her for the trip fee and additional materials that were used. After the second trip, *********************** made the final payment and seemed satisfied until the following day where she contacted us about landscaping issues and other concerns which we were not responsible for. Her terms and conditions document specifically covered all of the issues that she brought up regarding the fence and our installation process. Our staff took every precaution to ensure that her installation went as smoothly as possible by sending out most experienced installers to handle this project.

   

  At this point, we would be willing to provide this customer with monetary compensation in order to close this case.

   

  Thank you

  Customer response

  04/12/2024

   
  Complaint: 20340539
  
  I am rejecting this response because:

  Although the business response is not addressing the issues in the complaint, I request the business owner call me to discuss monetary compensation. My phone number is the same as indicated on our contract with them from May 2023 and on this complaint ID page.
  
  Hopefully the business statement that they sent out their most experienced installers is helpful to anyone reading this. We stand by the original complaint.   

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

  

  Business response

  04/19/2024

  Hello,

   

  we responded to the customer and offered monetary compensation to resolve her complaint. We have not received a response.

  thank you 

  Customer response

  04/23/2024

   
  Complaint: 20340539
  
  I am rejecting this response because:

  I am again requesting the business owner of Spectrum Fence call me at ************ to discuss his offer of monetary compensation. I sent this message on the BBB site on 4/12/2024. 

   

  If you are able to let me know when you have reached him, that would be great. I appreciate your help.

   

  Thanks,

  *****************************

  Mobile: ************

  Email:  ******************************
  
  Sincerely,
  
  *****************************

  

  Business response

  04/30/2024

  Hello,

  I have reached out to this customer and awaiting a response. 

  Customer response

  05/01/2024

   
  Complaint: 20340539
  
  I am rejecting this response because:

   

  As you can see, my complaint was originally filed on 7/18/2023 and closed as unanswered on 8/23/2023. I received another notice of the case being closed on 11/8/2023. After 9 months, the owner suddenly sent a reply a few weeks ago on 4/10/2024 offering "monetary compensation". As requested I sent a reply which he claimed he didn't receive. Then he finally responded last weekend by emailing me directly. I became uncomfortable with his messages and reached back out to *** on Monday. 

   

  Please advise what I need to do next. For the items listed in the original complaint, I think $2450 is fair. Below is a copy of my direct emails with the owner (oldest message at the bottom). Thanks for your help.

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

  

  Business response

  05/02/2024

  Our final offer to this customer is a $400.00 refund. In return, we ask that she close the case and stop wasting everyones time. If she has any questions, she can refer to her contract as well as her terms and conditions document.

  Customer response

  05/06/2024

   
  Complaint: 20340539
  
  I am rejecting this response because:

  The offer is not acceptable based on the issues in the original complaint. This complaint is not about money in exchange for closing a case. It is about the issues with the fence. My previous message on 5/2/2024 referenced the following direct emails with the owner on 4/26 and 4/27/2024 (oldest message at the bottom) which were not included in the last post: 

  Business Owner: "I do not feel like I owe you anything. So $0 is my offer. However, Id like to settle this and make it go away, so give me a number and if it is reasonable, Ill pay you."

  Consumer: "What is your offer?"
  
  Business Owner: "Whats it going to take to have you delete your online review and withdraw your BBB claim? If you are reasonable, I will consider it."
  
  Consumer: "On the BBB message dated April 10th you stated you were willing to offer monetary compensation. What is your offer?"
  
  Business Owner: "Let me know how we can resolve this issue. Just send your terms and Ill make a quick decision."
  

  ----------------------------------------

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

  

  Business response

  05/14/2024

  This customer is asking for thousands of dollars in compensation, which is unreasonable. Under no circumstances will we be returning to this Mrs. ********** home. Our installers are highly uncomfortable around her behavior towards me and my office staff throughout this process borders on harassment. 
  Our offer to compensate ********* still stands, however her request is offensive.

   

   

  Customer response

  05/19/2024

   
  Complaint: 20340539
  
  I am rejecting this response because:

  No thanks.

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

  Customer response

  05/20/2024

  I reject the counteroffer from the business. Based on the responses from the business it is clear this is not going to be resolved. I do not wish to subject myself to any further interaction with this business owner. All of his responses are personal attacks on me and he has made no comments in regards to my original complaints on materials and workmanship. I understand his comments are considered to be an answer and I reject.  

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Spectrum installed a fence for me on June 2nd, 2022. I was told by their representative, ****, that they would return 4 weeks after the fence installation to stain the fence. Also, one of the workers who installed the fence told me the same thing. I know they are aware the fence needed to be stain because we discussed it when **** came to *********** to help develop the quote. I emailed Bill a copy of the fence specifications for the community that I live in which states the fence needs to receive a BEHR Cappuccino solid fence stain. I know **** read the specifications because he asked a question regarding the fence topper noted in the specification. I've called Spectrum Fence multiple times and have left voicemails to ask when they will be returning the fence. I've received no call backs. I emailed **** last week about when they would be returning to do the staining and have not received a reply. I finally got someone on the phone this past Monday and was told a representative, ****, would reach out about getting me on the schedule for the staining. They have no called back since. They are being non-responsive and I just want the work to be completed.

  

  Business response

  12/05/2022

  Hello,

   

  This issue was in litigation and was successfully resolved 11/9/2022.

  Thank you,

  ***********************

  Customer response

  12/05/2022

   
  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,
  
  *******************************

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