Complaints

• Initial Complaint

  06/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed an estimate with this company in January that stated all work/craftsmanship was covered by a 1 year warranty. I had the fence installed in late January/early February. There were a few issues during that phase but nothing that wasnt remedied with the exception of how I was spoken to by the owner. I paid half down the day o so ***** the estimate and the other half upon completion. The cost of the fence was roughly $9400. One of the gates is absolutely warped and distorted and barley works. There are other issues with boards that are broken and some they were never even nailed down as well. I called last week (June 6th, 2023) specifically about the gate and mentioned the other issues. ******* called back and i was told via voicemail... which I am happy to share... that they only warranty the fence/gate fixes/issues for 45 days. However, the original estimate that I signed said 1 year warranty. The last time I contacted the owner back in February he would not return my call. This was after a heated phone conversation where he accused me of playing games and hanging up on him when I fact it was his phone switching to his blue tooth. He was very confrontational to the point that I dont even feel comfortable doing business with him/this company but want my fence fixed and the warranty/product that I paid for honored and working. If you look at the pictures you can see that the warping starts with the post that the gate is attached to. It is visibly bowed and causing the issues with the gate. At this point the post and the gate will have to be replaced.

  

  Business response

  06/12/2023

  Thank you for your review. We apologize that you are not satisfied with our services. The fence does come with a 1-year craftsmanship warranty but does not cover gate latches, or hinges. Wood material is also not covered under a warranty as our contract states "Wood fence will crack, warp, split, expand, and contract in an outside environment. Contractor will not warrant for the weathering conditions of materials." Our office is open Monday-Friday and we do not receive text or pictures on Saturdays or Sundays as they are sent to the company's email address. ******* went based off a voicemail left on Tuesday afternoon 6/6/2023 and thought the issue was with the gate hinges and latch, ******* called Tuesday afternoon and left a voicemail, and we did not hear back or receive any more information until Saturday while the company was closed to be able to respond to the pictures sent Saturday 6/10/2023.

  Customer response

  06/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  1. The original voicemail left on June 6th addressed the following in order:

  - I stated that the gate was not functioning. After further review of the gate it was built too heavy and is pulling the post over causing the gate to drop to the ground when trying to open it. It gets stuck on the ground/grass and is unable to be opened unless I lift the gate and position the post back in the proper spot. This in turn has damaged the/cracked the wood and warped/twisted the fence because it is stuck and contorting to the ground. 
  - I state that there were other issues that needed to be addressed boards that were not nailed in at all along the bottom and now falling off and boards where the nails were popping. 
  - I then asked if they installed spring loaded hinges. I was I quoting about having my hinges switched out for spring loaded ones as my cost.

  ******* addressed all issues I have the voicemail were addressed the first two stating that there was only a 45 day warranty and the third saying they dont install spring loaded hinges. So she was aware of all three issues I called about since she responded about all three.

  **** informed me today that he will not work with me and proceeded to call me a liar because I said my fence was 4 months old when it is 5 months old the final check was dated on February 1st the day the fence was completed and handed to the crew. He also said I was rude because I asked him to stop talking over me, to not call me hon, and to allow me to explain myself/finish what I was trying to say at the time. 
  

  I am very uncomfortable with how **** treats me and actually fear having them on my property. I even fear talking with him on the phone at this point. He accuses me of things that did not occur and calls me names that I am not. 
  

  I called him back immediately after my work meetings were done today to address the issues. I filed the complaint because I was told the warranty was 45 days and at that point there was no resolution unless i paid them to fix the issues that should be warranties.
  

  Again at the end of the conversation **** stated that he wants nothing to do with me or the issues with my fence. I am now changing the resolution to a refund because after his aggressive behavior he is not welcome on my property. His workers are but I dont see him conceding to fixing their mistakes.  

   
  
  Regards,
  
  ************************

  
  

  

  Business response

  06/29/2023

  We do apologize for the miscommunication. We misunderstood exactly what the issue was due to the fact communication was through voicemails and we had not seen the issue before this matter was brought to BBB. The warranty is only on the craftsmanship not the wood material. **** does not perform any work nor do repairs so **** would never go on site. We will review this information and come to resolution based on the information provided. 

  Customer response

  07/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  There has been no additional communication from the business via phone or email, with the exception of this message, to resolve the issue. This message does not contain any resolution. At this point the issue has not been resolved. The gate is still not useable. I still have boards falling off the fence in other areas that were not nailed on and other boards popping off. I purchased a new fence to keep my pets safe and because of the issues/poor craftsmanship I have had to add fencing in front of the fencing or cannot leave my dog out unsupervised. They have escaped from this fence in the areas where boards are falling off or where the fence cant be closed. I paid over $9000 to secure my yard and it is less secure than it was with my 15 year old, dilapidated fence because of the issues that exist and the company wont fix. 
  
  Regards,
  
  ************************
  

  

  Business response

  07/06/2023

  Hello, someone will be in contact with you to schedule a project manager to take a look at the issue. If the issue is due to craftmanship then the issue will be fixed. If it is due to wood warping, then that is not covered under the warranty. 

*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. ↩