ComplaintsforFirst Fence Company

• Initial Complaint

  03/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Requested a quote from First Fence early 2021 for a vinyl fence to cover my property including my carport. It took almost a month or so before the sales rep provided the contract. We were offered a free upgrade on the post caps since the rep was slow with responding. We made the contract with First Fence March 25, 2021. We were clearly told that the installation lead time would be 8 to 10 weeks. Of course, 8 to 10 past & there was no communication from First Fence. The only communication was when I reached out to the sales rep. I was told that there was a problem getting the permit thorough the *******************. I reached out to sales rep in Oct asking for a status & a discount & still got the run around. Mid Oct 2021 First Fence called & stated that installation for Nov 3 for a two day job, The permit was dated about 2 months before the installation. Nov 4, the worker advised that my carport gate had to be ordered & they would come back to install the carport gate. My carport gate was included in the initial estimate. It took 30 days for the installation of the carport gate. After the carport gate was installed, the next day First Fence wasted no time asking for the final payment. The conversation with the office lady, she told me there was a manufacturer delay with the fence, but First Fence never shared that info with me. I was told she would talk to her boss about my request for a discount. A month later the sales rep called, I asked about a discount & of course another run around. The bottom line, we are very disappointed with First Fence because their *********************** is terrible. This is no fault to us that there was a delay with their manufacturer. First Fence should have been honest & told us there was delay with their manufacturer in the beginning. Since it took 8 months to get our fence installed when we were initially told 8 to 10 weeks we feel it's reasonable to ask for a minimum discount of 20% off the cost that we paid.

  

  Business response

  03/16/2022

  Dear ****,
  
  We received your BBB complaint and wanted to take the opportunity
  to thank you for outlining your experience with us. Last year was an unprecedented
  year filled with challenges and unknowns. We sincerely apologize for the delay with
  your fence installation. We, like so many, were faced with tremendous challenges
  when it came to our supply chain. Numerous manufacturers closed their doors for
  months or if they stayed open, their production was stalled significantly due
  to employee safety and supply chain issues on their end.
  
  We adapted to these daily challenges to best of our ability
  and are constantly working to provide our customers the best service we can. To
  be clear, we have no control over what our manufacturers produce and how
  quickly they do it. However, we understand your frustration during your project
  when it comes to our lack of communication from us regarding our vendors.
  
  In the end, we are happy to hear your project was
  successful. We installed the fence you ordered and contracted with us to complete
  for you.
  
  Again, thank you for your feedback. We appreciate your
  business.
  
  Thank you,
  *************************

  Customer response

  03/17/2022

   
  Complaint: ********
  
  I am rejecting this response because: They havent offered me anything so I do not accept this as a resolution. Furthermore, if there was a delay with manufacturers or if some of their manufacturers closed down, First Fence should have shared that info with info with the customer & offered an option to the customer. I reached out the sales rep several times & I was never told their a manufacturer delay. Again, totally unsatisfied customer.
  
  Sincerely,
  
  *************************

  

  Business response

  03/18/2022

  To whom it may concern,
  

   

  I had the opportunity to speak with both **** and *************************** yesterday, 3/17. I apologized for the poor communication they experienced throughout their project. We were able to rectify the discount requested by working things out between both parties. This complaint has been taken care of. Please contact me if there are further issues in the future.

  Kind regards,
  *************************

   

  Customer response

  03/18/2022

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

• Initial Complaint

  02/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Installed fence in November and cut the power line. We could not work from home, my outdoor safety cameras were down and had no heat for the children and animals. ComEd had to replace the whole line. We asked to be compensated for loss of work and requested a call back. Since November no one called us to resolve the issue and we finally received one today on 2/22/22 asking for the balance due without negotiation.

  

  Business response

  02/23/2022

  Thank you for the opportunity to respond to the ******* BBB complaint that was received by First Fence on 2/23/22. On 8/5/21, we entered into a contract (uploaded to the BBB site) with *************************** totaling the amount of $6,690.00. Per the contracted agreement, on 8/5/21, our business received a check in the amount of $3,480.00 from the ******* for 50% of the balance owed to perform work. A permit for this project was secured by the homeowner and ***** was contacted by First Fence. On 11/19/21, we received notification from ***** with the DIG number indicating that underground public utilities will be marked prior to our arrival.
  
  
  On 11/23/21, our company installed an aluminum fence per the contracted agreement. Per the contract, the final balance owed ($3,480.00) is due upon completion of the work performed. No payment was made by the *******.Thus, our office called the ******* on 11/29/21 as a courtesy to remind the homeowner of the outstanding balanceWe left a message and mailed an invoice via ***** On 11/30/21, we received a call back from ****************** indicating they were dropping off a check to our office. However, no payment from the ******* was ever received by First Fence.
  
  

  On 12/6/21, our office received a call from ****************** informing us that they have lost power due to a clipped line and that ***************** does not want to pay the full balance due. On the same day, our Sales Manager, *********************, visited the property and met with ComEd as well as Mr.and ******************. The conversation that took place between the homeowners and First Fence was around the power line possibly being nicked by our installation crew the week prior of when the loss of power occurred. The same day of the power loss incident, ComEd was able to restore power to the residence. While ***** was onsite, ****************** asked if they could have a $500 discount. In response to the request, ***** offered to provide a $250 discount toward the amount that is owed by the ******* for the fence.

  
  For the past 2 months, the salesmen on this job, *********************, has called and left messages using the phone number on the contract, but no one from the residence has called our office back. After numerous failed attempts to reach the ******************************* called the same number and left a message on 2/22/22. The same day,****************** returned our call and said that she wanted to be compensated for the power issue and stated that she would write us a check right now if we would split the full balance that is due. ***** did not agree to her proposed negotiation. Thus, ****************** said she was done discussing the matter and that is where the conversation ended. To our knowledge, the ******* have not had any out-of-pocket expenses to rectify the power issue from what happened on 12/6/21. To summarize, our contract reads, an outstanding balance of $3,480.00 that was due on the day that the job was completed (which was completed on 11/23/21 and to the customers satisfaction) and is owed to First Fence. We have offered a $250 discount as a courtesy; thus, the new balance is $3,230.00.
  
  

  Thank you,
  *************************
  
  HR & Marketing
  ************

*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. ↩