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:12/07/2024

  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.

  Bought a fence from them which was installed late Oct of this year. We have about 10 boards which have already warped due to the super wet lumber they installed. They told us to pound sand and they were not going to help with replacing these warped boards. They did not explain up front that pine always has a chance to warp, or we would have used a different type of wood. Upon inspection, a lot of the pine boards they used were sub par and have black marks, splitting, and other imperfections. Really upset at the unprofessional follow up and uncaring attitude now that they have our money. **They could have asked us to pay even a reasonable fee for replacing them, but the email/texts they sent were telling us they did not want to help with any follow up.I would say someone like this is not someone to give your hard earned money to. We will be looking at legal options.

  

  Business Response

  Date: 12/15/2024

  Per our contract terms, warping of lumber is not covered by our warranty. This is provided in detail to all customers on their quote as well as the terms and conditions document. Both of these documents were provided to ****** *****. **** ******* is not the customer who signed the contract and also not the person who paid for the fence. Please see attached contract and terms and conditions documents for this project.

• Initial Complaint

  Date:09/03/2024

  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.

  On December 29, 2023 I signed a contract with Spectrum Fence LLC. This was to install a Cedar wood horizontal fence with stainless steel fastners. You can see the contract in the attachments. What I am asking your assistnace with is to have Spectrum Fence fix the two issues that are covered by their 5 year workmanship warranty. 1. Because this is a cedar fence, stainless steel fastners were specified to prevent them from staining the fence over time. As you can see in the picture, they failed to use the correct nails and now I am having staining. I am requesting Spectrum fence to re-assemble the gate and use the agreed upon fasteners.2. By definition a horizontal fence should be horizontal and not sloped. I have shown **** the video of the problems, with a laser leveler so he can see the difference. He has agreed in the text exchanges that he would send a crew out there and would keep them there until it was fixed. Unfortunately once the crew got there, they advised me that **** would not approve the fix. I have called and texted **** several times asking him to call me back and he has not.Alternatively, if Specturm fence does not want to fix the issue, I can find another fence company to do the repairs but would expect Specturm fence to pay for the repairs.

  

  Business Response

  Date: 09/11/2024

  Hello,

  a *********** was ent out to Mr. ******** home no less than 3 times to make his requested repairs. The nails in the gate were replaced with stainless steel or aluminum nails however the frame of the gate requires longer framing nails which are galvanized. These were covered with wood filler so that they do not stain the fence.

  The other item that ******* is requesting changes on is an entire section of the fence, which he wants to be completely level. This cannot be achieved because the ground that the fence is built on is not completely level. All correctly built fences will follow the grade of the ground so that they can be the same height. This was explained to him multiple times and was disclosed to him in his terms and conditions document. 
  From our perspective, all covered repairs have been completed.

   

  Thank you.

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22233563
  
  I am rejecting this response because:

  1.  It is true that the crew has been out 3 times but in every time, they come without the proper material or approval from **** to fix the gate.  His last employee confirmed it was installed incorrectly but that he did not have ****** approval to install the gate correctly.

  2.  See the picture of the nails at the front gate.  This clearly shows that they have not been removed, replaced, or covered as described by ****.  This is in the front facing top part of the gate, not some hidden corner in the back of my yard but the area that I have been asking to get fixed for months.

  3.  See the picture of other areas of my fence.  The slope difference with the ground is far greater than the area on the front of the gate.  They were able to keep the top surface horizontal by making the adjusments to the bottom of the fence.  This clearly shows how it should be installed to keep the top surface horizontal.

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

  

  Business Response

  Date: 09/16/2024

  Hello,

   

  All properly built fences will follow the grade of the ground. Unfortunately, we will not cover this issue. Again, this was disclosed in the terms and conditions document that was provided to ******* (verbatim language in contract below).

  "b. Irregularities in landscape and grading may affect gate operation and security at the bottom of the fence. Seller is not
  responsible for gaps under the fence due to uneven ground. Animals and children may climb or go beneath fences."

  In regards to the nails on the frame of the gates, these were covered with wood filler. If there were any that were missed, please send pictures.

   

  Thank you

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22233563
  
  I am rejecting this response because:

  I will try and make this as simple as possible to ensure we are understanding the issue.

   

  My concern is not the bottom of the fence.  It is the slope of the fence.  ********* and name a horizontal fence should be horizontal.  

  1.  See page #1 in the PDF.  This is a cartoon describing how the fate/fence was installed in the front of the house.

  2.  See slide #2.  Describing how the gate/fence should have been installed when dealing with a sloped terrain.

  3.  See Slide #3.  Shoowing how Specturm fence properly dealt with an area that had sloped terrain.  They were able to keep it horizontal by making adjustments to the bottom.

  4.  Slide #4.  Shows how fence companies deal with sloped terrain and keep the fence horizontal.

  5.  Slide #5 includes only a few pictures taken just last week and they clearly show how the gates were installed with all the wrong fastners and how they are staining the fence.

  6.  I have called ****** cell phone numerous times and he has not called me back.  I would welcome him come to my house look at the fence with his own eyes and understand the issues that I am describing.  

  7.  I specified, and paid an up-charge for stainless steel fasteners, proposing putty to simply cover the fasteners if unacceptable.

   8.  Please review the attached pdf file to ensure you understand the issues or call my cell phone if it is not clear.  

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

  

  Business Response

  Date: 10/16/2024

  Per my conversation with *******, we will return to change 8 facia boards with staining. ******* will need to clearly mark the 8 boards so that they can be removed and replaced using stainless steel nails. After completion, ******* agrees that this matter will be resolved.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22233563
  
  I am rejecting this response because:

  There are two different issues.

  #1.  Replacing the boards that were stained since they had the wrong fasteners installed.  This is not in doubt or question that it is the responsibility of Spectrum Fence to replace.

  #2.  The part of the fence that was installed incorrectly is sloping.  Spectrum fence is disputing this issue and I plan to resolve this through legal action.  If spectrum fence does not correct item #1 above, then this will also be included in the legal action.

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

  

  Business Response

  Date: 10/24/2024

  Spectrum fence will agree to replace the 8 trim pieces with staining. If the customer would like this work completed, please specify a date a time and we will send a repair person out to complete the work.
  

  We will not consider rebuilding any portion of the fence that the customer claims is  not level or slanted. Per our previous response, the ground on which the fence was built is neither flat or level which prevents the fence from having those qualities.

  Our decision is final and we will not respond to any other requests to rebuild the fence. Salazars claim that the fence is improperly constructed are erroneous and only based on his personal opinion. He has no experience in the fencing industry and is a self proclaimed expert. At this point, he needs to accept our offer or take legal action.

   

  Adam 

• Initial Complaint

  Date:07/18/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 04/30/2024

  Hello,

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

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 05/19/2024

   
  Complaint: 20340539
  
  I am rejecting this response because:

  No thanks.

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

  Customer Answer

  Date: 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

  Date:07/15/2022

  Type:Product 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.

  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

  Date: 12/05/2022

  Hello,

   

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

  Thank you,

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

  Customer Answer

  Date: 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,
  
  *******************************