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:06/01/2024

  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.

  The deck was installed on 10/27/2023 and on May 20th, 2024 I began to notice cracking on the wood and one of the steps on the deck had come off. I made numerous attempts to contact the company but they never sent anyone out.

  

  Business Response

  Date: 06/13/2024

  The step was fixed this week Tuesday 6/11.

• Initial Complaint

  Date:05/02/2024

  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.

  AmeriDream installed my fence in late September of 2022. The fact that the salesman, ****, who said he would be at the job site never appeared was a telltale sign that this company does not keep their promises. My lop-sided gate will not latch unless I lift it from the bottom. The gap underneath the gate is so wide I have to put something in front of it to keep my dog from getting out. There are also vertical gaps that I can see through in several of the panels. What is the point of ordering and paying for a privacy fence if there are gaps that I can see through? I called and notified Kenya in their office of the issues. She instructed me to send an email with pictures. As instructed, I sent the email on November 4, 2022. No response was received. I sent subsequent emails, left messages on their voicemail, and made a request through their FB ad. Still, no response. The emails that were sent are attached. I knew they would no longer be able to come out once the winter weather set in. However, I expected them to contact me when they started working again in the spring of 2023. When they did not, I called their office hoping they would address my problems before they got busy with installations. No one returned my calls, so I sent another email on April 25, 2023. When I did not get a response to that letter I again attempted to reach them by phone. The last time I called, the voicemail indicated they were short-staffed and instructed me to send an email, then the call disconnected with no option for leaving a message! Completely frustrated, I called and filed a complaint with the ********************************* They asked if a town inspector had come out after the work was completed. Another red flag; AmeriDream requires the homeowner to pull the permit. I did not know that I was supposed to call for an inspection. The town sent an inspector who said he would contact them. They never came. I want them to inspect the fence with me, and then repair all the issues.

  

  Business Response

  Date: 06/04/2024

  Hello, we sent out our service provider on 5/6/2024 and have amended the complaint.
   
  -******************

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21655543
  
  I am rejecting this response because:  The crew that came on May 6, 2024, could not fix all the issues and said the office would have to address them.  They agreed that the channels were cut too short on most of the panels. Also, the gate was adjusted, but I still have to left it in order for it to close; just not as much as before.  I left a voice message for Illiana on May 17, 2024.  I did not hear from her until May 31st, and that was only a text with the following message: "We apologize for the delay in our response. We are currently addressing all voicemails, and we have noticed that we missed your message regarding the service provided on 5/6. Thank you for your patience. Sincerely, ******************"  Today is June 11th and I still have not received any further communication from them.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/13/2024

  We messaged the customer acknowledging a voice message from customer. We did not receive a response back and assumed customer was ok with the service. If something needs to be addressed please respond to our message and send pictures for our service department. 

• Initial Complaint

  Date:10/18/2023

  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.

  Our fence was installed on March 22, 2022. The contract stated we have a lifetime warranty on materials and a 5 year on post set and labor. On July 19, 2023 I noticed some significant damage to the fence. I honestly don't know what caused it. I called the office and they said to email the pictures. I did. I also called our sales **** **** and he said that since the fence was so new he would come out and repair the broken pieces for the cost of the parts. He never showed after several delays. Now he is ghosting me.On September 25, 2023 while I was doing yard chores, I noticed several other issues with the fence. Cracks, holes, and pieces coming loose due to poor installation. I have called, written, sent numerous texts, left messages, sent pictures repeatedly and have not received ANY correspondence from anyone in the company. We are 2 senior citizens and 1 of us is disabled. It's a shame the company is ignoring us. They cashed the checks in a hurry, but follow up is nonexistent. Please, we need some help resolving this situation. Thank you.

  

  Business Response

  Date: 11/27/2023

  Spoke to customer. We went out to service his ********************** on Nov. 16th. We advised to not only call but also email our office in the future preferably with pictures. 

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20745808
  
  I am rejecting this response because: I am grateful that the fence is finally repaired. I want it noted that I contacted the AmeriDream office ***** times with no response. I also sent the photos to the company at least ***** times. It took this company 4 months to acknowledge me as an established customer. It took an additional month for them to contact me only after I called under the pretense of being a new customer. I would never use this company or recommend them to anyone.  It is sad to feel that if I did not 'trick' the company into calling me, I never would have my issue resolved.  We are 2 senior citizens, 1 of whom is disabled.  No one should have to put that kind of time and energy into getting something fixed that was under warranty and cost $10,000.
  
  Sincerely,
  
  *************

  

  Business Response

  Date: 12/14/2023

  I apologize for not getting back to you sooner but our office was not aware you needed a service until we received a notification from BBB that we had a complaint. We believe you tried contacting the sales rep but he is no longer with our company.
  We replaced a few rails that were under warranty and we replaced others that were not. There were 2 rails that were hit with something. There was a board that was hit with something and a broken cap split in half that must of been hit with something. That was not under warranty but we still exchanged for the inconvenience of waiting since 10/18/23 to 11/15/23 to our knowledge. Also were exchanged because we were already going to be at your property to exchange the other rails that were damaged and under warranty. If in the future you need further assistance please email our office at ****************************************************** and we will be more than happy to help. 

• Initial Complaint

  Date:09/22/2023

  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.

  ***** dream was suppose to install a fence did part and tried to charge us for more work

  

  Business Response

  Date: 10/17/2023

  We received a check from ************ and agree with him. Our crew made a mistake. 

• Initial Complaint

  Date:07/12/2023

  Type:Sales and Advertising 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.

  Sales person was *****************. **** came out and gave us a quote and I told him there was 30 percent off promo on their website for labor and material so I went with their company. I shared the plat survey as well. The quote was 30 percent off of the other quotes we had agreed on the spot. We got the permit pulled with ********************* and everything was good. Then the day of the install, the crew started digging the holes on 7/6/23 before the inspector came. The office person said that is fine and the inspector will come. After the installation, we were told we had to pay 2K extra because the sales guy estimated fence material wrong and they had to install extra fence. I spoke with *** and she told us to pay the original balance to the crew. We paid cash $5625. Its been a week and so far we have not received the receipt. We were trying to reach out to the sales guy and he was not responding to us for over a week and we spoke to him. **** admitted he made a mistake and crew should not have installed anything without change order and talking to him. Now the office person *** is harassing us to give them a date to remove extra fence (5 ft) they installed. I have spoken with the lawyer and he said he do not owe a nickle more. We paid as per the agreed upon price.

  

  Business Response

  Date: 07/13/2023

  Fence was installed but on the day of install they said it needed to be further towards the from of the property 30ft on each side of the house. We went out of our way to get the extra material out to the property so our customer could have what they were requesting. A total of 254ft were installed and customer won't come to an agreement in regards to the extra 60ft in material and labor. We have tried to come to an agreement to either get paid for the footage or for us to go back and remove the extra footage so that it is exactly what is on her contract. 

  Also, the day of installation we did start digging holes prior to the inspector arriving because the inspector was only double checking the placement of the fence (String-line Inspection) We passed the inspection. 

  Our office has not been harassing the customer. She has called, emailed and texted us for a receipt but we always asked to please talk to the sales rep in regards to the extra footage. She can not have a conversation, she will talk over you and not let you speak. If it were really 5 ft extra we would have just left it alone but it's 60 ft that can not go unnoticed. 

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20312351
  
  I am rejecting this response because:the permit shows the fence we want installed. The business is lying. We are planning legal action.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/18/2023

  Proof is at your property. We have no need to lie. 

  Customer Answer

  Date: 07/19/2023

  Hi
  Per FTC definition , what this company did use dark pattern to trap us into going with this company which otherwise we would not if we were given actual cost of the perimeter fence. See FTC action against Vonage for example of dark practices. We have other quotes as well. We went with this company bc they were offering 30 percent off on labor and material as advertised on their website. The amount they quoted us for perimeter fence is 30 percent off of other quotes. Else we would have gone with other more established companies in our area for fence installation. Please take a look at village permit. You can see the perimeter fence as we requested. What we think happened is the sales *************** the diagram for the fence we want and deceptively wrote down incorrect fence length. We hired them to measure and give right estimates.What they did is unacceptable. They outright use dark pattern to gain our trust and commit to the purchase and tried to get us to pay more. Also so far they havent sent us receipts of cash payments we made to them. Are we to assume they pulled a fast one on us? Did the company  steal from us if they not going to provide receipt? I am going to file police complaint for this. On top of it they threatened to file a fake lien when we did make full payment as per the contract.

  

  Business Response

  Date: 07/21/2023

  Please measure the 2 side lines of your house and you will see the footage on the contract does not match the footage installed. 

• Initial Complaint

  Date:06/19/2023

  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.

  Their one day service took six days. I was told *** would come back out, and he never did. He hired a third party to do the work. There was two men, one spoke no English, and the other was minimal English.I was at work June *****, and I kept getting phone calls and texts from my roommate about work NOT being done.We have service dogs in the yard, and any of them could have gotten loose with the way the fence was being done.There was medal pieces all over for these dogs to get at.The work was completed June 19, 2023.*** said he would see about a credit for the aggravation and inconvenience; but I know that won't happen, especially since he can't keep his word about coming out to the house *** did contact me at 3:45 pm after I called the fence company.He said he can only give $100, and that he is only the sales rep. ** other words, more excuses.

  

  Business Response

  Date: 06/26/2023

  Good Afternoon,

  After speaking to our Sales Rep. it seems you came to an agreement with him. Thank you for your business and my apologies for the inconvenience.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20207028
  
  I am rejecting this response because:

  They do not know how to conduct a business. The sales rep gave me $100 to make up for all the trouble caused by not having it done in a day.

  I stay with my original complaint. I do not recommend them to do fencing.

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

• Initial Complaint

  Date:05/11/2023

  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.

  12/2/22-12/6/22 5ft cedar fence to be installed and old fence removed and taken away. Invoice #**** 12/6/22. Day 1 they forgot the gates so they would return the next day. No cleanup done and tore up my patio stones and broke two. 12/5/22 one guy showed up to put on gates, threw wrappers in yard from hardware installed, was to cut and fix patio stones, clean up the mess left everywhere but left after gates installed. I called salesman and refused to sign off because they left old posts with jagged edges sticking up, cement chunks all over the yard, wood chunks everywhere, pea gravel, nails, broke my garden box, put posts on my patio so removed and broke stones on patio, did not cut the stones and put back. I cleaned up most of the messes in the yard around the fence as well as wood pieces in the front and side yards. I was so busy looking at the mess left behind I wasn't paying attention to the poor fence installation. The third day one guy came to clean up concrete chunks, the side yard(3 bags of junk) and cut patio stones to put back around the posts they set. Once springtime came I started again cleaning up by the fence so I could get it mulched and noticed all the terrible work that was done. Rotted wood with nails in nothing, single gate doesn't latch unless you lift up the gate, screws for that hardware not even in the wood where it should be attached, some slats are 4 inches apart,some are two inches and 1/4 inches, cracked posts, nails used instead of screws on the wood pieces and when they didn't go in properly they bent them over and left them, double gate didn't fit properly so they rigged some thin wood to fill the huge gaps and put a couple nails to hold it on. Gate came open the first night and my dogs got out. I had to add more hardware to keep it closed plus bungee cords!!!! I have called all the numbers for the business many times to have someone come out to see what can be done but have yet to speak to a live person. **** has pictures sent 5/5.

  

  Business Response

  Date: 05/26/2023

  We will contact customer to get pictures or set up an appointment. 

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20046596
  
  I am rejecting this response because:If this gets closed please reopen. They just came out today June 2 to look at my fence and have not scheduled a date to repair the two gates, a post and clean up cement messes. They agreed it was not done properly and promised to fix it.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/06/2023

  Customer was emailed to schedule a date for repairs.

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20046596
  
  I am rejecting this response because:Please do not close out this complaint. They are supposed to be coming out to replace my double gate, replace a post that is broken and clean up the concrete spills over my patio. Also they are to add a piece of wood to my single gate for the hardware to s**** into to keep it from sagging. They are supposed to be out 6/13/23 between 8:30-10:30. If it is properly fixed I will advise to close it out.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/28/2023

  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.

  Purchased a fence by this company in 2020. The warranty stated the fence is supposed to withstand up to 130 mile per hour winds. On 03/31/23 a storm came through and tore down sections of our fence. Winds were no more than 90 mph and there was NOT a tornado. I contacted Ameridream on 04/01/23 and nobody answered. I left a voice-mail and sent an email. They did respond by email a few days later and requested photos of the fence which I sent on 04/06/23. I never heard anything after that, left voice-mails and no return call received. On 04/15/23 I called again and finally spoke with the company and the woman I spoke with advised someone would be out Wednesday 04/19/23 between 1 and 2pm to look at the fence. I was advised by the woman that nobody needed to be home. They never showed. I called back on 04/20/23 and was advised that they didn't have a phone number to call and confirm so they just didnt come out. I made sure this time they had my phone number and was advised by the company someone would be out Friday 04/21/23 or Saturday 04/22/23. Once again nobody showed and nobody called or emailed. Called again multiple times to this week to see if anyone would answer but nobody does. My wife left a voice mail on 04/26/23 and still no response 2 days later, at this point I'm not surprised. We have missing fence sections on both sides of our yard. We have a dog and really would like this fixed asap. It should not be this difficult to get someone to contact me back. After reviewing some of the other complaints filed against Ameridream, it seems that this is the norm for them. Once they have your money for the fence they never respond back to phone calls, emails and do not show up when they say they will. I live in a subdivision with a ton of newer built homes that don't have fences yet and neighbors that *** want recommendations. At this point, I definitely would not recommend this company to anyone.

  

  Business Response

  Date: 05/09/2023

  After speaking to our Sales Rep. ** is 100% sure that he did not mention that the fence would withstand winds of 130mph. This is a privacy fence so air can not flow through it. This damage is not covered under warranty as it is weather damage. If customer would like a copy of the warranty I can email it over. Sorry for the inconvenience.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19996705
  
  I am rejecting this response because:
  
  Firstly, the lack of communication/response from the company has been extremely poor. We spent thousands of dollars on this fence that was not pocket change. The fact that we were told on multiple occasions that a representative from the company would come out to assess the damage to the fence and were no shows on 3 separate days is completely unacceptable and unprofessional. 
  

  Secondly, the fact that were supposed to believe that someone remembers what they told us 3 years ago is improbable at best. We have only ever dealt with one fence company ever, and it was you guys. The likely amount of different customers that the representative has worked with in the same amount of time since we purchased the fence would make it nearly impossible that they remember the exact conversation they had with us 3 years ago. 
  

  Thirdly, the best heading used that the fence is not covered under warranty due to damage from weather is vague and not specific. According to that phrasing, if a single rain drop hit the fence and it fell down, they would not have to cover it. 
  

  Lastly, we are requesting a copy of the warranty in full to review before deciding what to do next. The company has taken no actions in good faith to try to resolve this issue from the beginning when it was reported on 4/1/23. 

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

  

  Business Response

  Date: 05/26/2023

  I have uploaded the warranty information.

• Initial Complaint

  Date:04/13/2023

  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.

  I had Ameridream Fence place a wood fence for my home back in August 2022. I been trying to get them to fix some of the problems I see with the fence since installation. I have reached out to this company since 8/6/2022 and they are non responding. This is not a good company. **************** and customer satisfaction is not a priority for them. I pad a good amount of money for a product that I am not satisfied with. The warranty is ** in a year and fence is not right. I think they are trying to run the clock on the warranty.

  

  Business Response

  Date: 04/25/2023

  Good morning,

  Our service guy went out beginning of February and spoke to our client that everything on the fence was normal on wood fences. If she has any new issues I can set someone to go out once again. A few pictures would be great.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19931643
  
  I am rejecting this response because: My gate has came apart(photo's & video attached)  and when the Service guy came out he told me he was gonna fix the issue he saw. He did inform me that the holes where from the tree and I understand that. He notice that gate was cut too short and too far from the ground. Now I hearing that everything is okay. What he is saying is not what he told me. The amount I paid for the fence I am no happy with services. This problem has been going on since 8/2022 (when the fence was install). 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/01/2023

  Spoke to customer last week and we were out to her property on Friday 4/28/23. We fixed the issues with the fence. We have to return to add some boards at the bottom of the fence.

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19931643
  
  I am rejecting this response because: I need an exact date that you will return because I don't trust that they will come back and fix the gate. They have said that before and then said that there was not a problem with the gate.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/26/2023

  Customer will receive a phone call today to set up a meeting.

• Initial Complaint

  Date:03/23/2023

  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.

  We signed the contract and made the down payment to have a deck built in January. It took over 2 weeks to get plans for the deck to get HOA and village approval for the permit. We didn't receive CADs, just drawings the salesman **** up on some graph paper. When or permit was denied, and we asked for revised drawings and for AmeriDream to address the village's concern, we were told we'd get something before the end of the day. That day passed. We called 3 days later and were told tomorrow. We called 2 days after that deadline and were told "within the hour." We called the next day. The salesman stopped answering our calls and texts. The office just bounces you around voicemail boxes. No one at the office picks of the phone or responds to emails. This is a nightmare. The deck was the first piece of our yard work to be done, and now messing up our work to be done with all our other contractors. Our downpayment is a complete loss.

  

  Business Response

  Date: 03/24/2023

  I am sorry for your experience as our salesman was working on re doing the drawings. Per our conversation your refund check was ready for you to pick up this morning and ************** picked it up early this morning.