ComplaintsforFence Masters, Inc.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Hired FenceMasters to install a residential fence in 2018 and the work was performed on 5/28/2018. A down payment of $255 was made with my debit card on 5/5/2018 for materials. A couple days before installation day on 5/25/2018, I gave a credit card for the remaining balance of $2165 and a Paid in Full was issued (pages 1 and 3 of uploaded file FenceMasters_original contract). Then almost 18 months later in 2019 and without a warning or courtesy call, FenceMasters made an unauthorized charge in the amount of $1,827 to my debit card, which was the card I initially used for the down-payment on 5/5/2018. I reported this charge to my bank as an unauthorized charge and the amount of $1,827 was temporarily credited to my debit card account. In response to this unauthorized charge, FenceMasters then forged the original contract and sent it to my bank as evidence. After reviewing the forged changes, the bank ended up reversing the credit and my account was debited the $1,827. I did not learn of the forged changes until months later when I attempted to file a civil suit and FenceMasters emailed the forged documents to my attorney. Due to the costs of filing a civil suit, I decided not to proceed. FenceMasters tried to explain the unauthorized charges as a SECOND project that never happened. The documents FenceMasters changed is in file forged documents from FenceMasters.pdf and are also uploaded. They used an older drawing on page 7 for work that was never completed and added information at the very bottom. This is information that was not there on the very same document in file FenceMasters_original contract, page 4. They used an older quote for work that was never performed and are calling it project 2. The date that they say project 2 was performed was actually the ONLY project and only date that they were on my property. I can prove that I nor was FenceMasters on my property on the date they are calling project 1.

  

  Business response

  06/07/2022

  I have reached out to customer to request copies of the documents that are referenced in this complaint.  Can BBB provide copies of those documents?  According to records that I have we did one project for $2,165.00 which was paid in full and one project for $2,082.00 which was also paid in full.  I also have documents that were provided to credit card company that verified the disputed charge.  This was all 3-4 years ago and handled by different management so I really need customer to explain to me in detail where the issue lies.  If customer has conflicting records I will need copies of those to verify if an issue exists.  I have emailed and left a message for the customer and I am happy to meet with the customer to verify what was or was not completed.  Please direct customer to ***************************** - ************************************* or ************ so we can figure out if there is an issue or not.

  Customer response

  06/08/2022

   
  Complaint: 17323535
  
  I am rejecting this response because:

  Ok great here are the first set of files. 

  
  

  And here is the second set of files showing the documents that were forged but the business. 

  
  

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

  

  Business response

  06/09/2022

  I have offered customer a $650.00 partial refund on the project for the issues.

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