ComplaintsforBurge Fence & Iron
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Complaint Details
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Initial Complaint
07/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I contacted ***** Fence & Iron to have a cedar privacy fence with 2 gates installed in 2021. ***** Fence & Iron put the project on a waiting list while I paid the deposit towards the $7,800 project costs, and the fence was installed in May of 2021. Then around 6 - 8 months later, I had 4 x 4 posts leaning and twisting, causing the nails of the cedar panels to pull away from the posts. Also had the front gate hitting on the posts and the gate would not open or close without using force. ***** Fence & Iron sent out a couple of guys to repair and I was told then that the posts used should have never been used because they were not straight when installed. The posts were replaced. The gate was trimmed off with a saw to allow it to open and close. 1 year from the install I called, emailed, sent texts and included pictures of more posts twisting, leaning, and nails pulling away from the posts. This time the back gate was not closing or opening due to the gate hitting on the posts. ***** Fence & Iron sent out another crew to fix. The posts that were supposedly reset are leaning and the back gate was sawed off with a circular saw in which now has a board wider at the bottom and smaller at the top with all kinds of saw cuts along the edge with splinters. I also have a front corner post with nails pulling out away from the panel I can stick my hand through it. I finally called ***** ***** which operates his own business in fencing and he then gave me a number to call at ***** Fence & Iron that belonged to the person who operates the business which was his brother ****. I then called the number and started speaking to **** about the issues, he then put me on hold and finally I began explaining to him again what the issues of the posts were, he then told me he would have to call me back. I then missed the return call, called him back and the phone went to voicemail. I haven't heard back from **** with a voicemail or even a visit at my house. I also sent pictures.Business response
08/12/2022
We are currently in contact with Ms. ****** and striving to do our best to fix these punch list items.
As always, we want to do our best to resolve this and make her happy.
Customer response
08/29/2022
To whom it may concern,
I received a email on a response to a complaint I had filed regarding a business.
The email stated I had not responded to the business reply, and the case was closed again, due to my own "no reply" ????????
The last email I had received, stated the case was closed due to "no response from the business", on the same day the business replied to the complaint.
I don't know where to proceed from here.
The business did send a person out to fix the issues, but I was told that all the twisted posts would not be replaced because of costs to replace and the process of replacing, screws were inserted. But that I guess was no concern on there part beings the fence had only been installed for 13 months. So I am left with fencing pulling away from the posts because the posts are twisted.
The gate I had issues with, well it was sawed off some more, which left a large gap between the post and gate itself, and once again I was told that the process to rebuild it was not going to happen.
The fence is now only 15 months old. But they don't want to stand by their workmanship for their customers. You would see exactly what I am talking about if you seen what it looked like. Pretty pathetic workmanship, needless to say.Initial Complaint
04/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
July 2021 - Put down a deposit on a fence From July - January 2022 - attempted to get an update on where we were on the project list - despite multiple attempts, they would not return our phone calls January 26, 2022 - Cancelled fence with company We were told our deposit would be refunded on February 18, 2022 - this did not happen (copy of email from general manager attached stating we would receive a refund) Have attempted multiple contact attempts to get our refund As of April 4, 2022 - Still no refund Company will not respond to emails, phone calls or textsBusiness response
04/19/2022
A full refund was provided to the customer on 4/12/2022Initial Complaint
10/06/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Burge Fence completed installing a wood fence in April, 2016 for $6700. After inspecting the fence, we found that much of the wood was substandard and some of the wood slats were replaced. At that time, the owner, **** *****, extended our warranty from 3 to 6 years (to April, 2022). During this time, we have had several defective wood posts replaced by Burge Fence. We now have several more problems with defective fence material, which we have discussed with **** ***** on September 21, 2021. We also emailed Burge fence about these problems on August 28th, September 1, September 21 including pictures of the problem. Since September 21st, we have left phone messages twice for **** ***** regarding this issue. He or his company have not responded to our calls.Business response
11/09/2021
I am the current CFO of Burge Fence and the wife of *** ***** *** ...my name is ******* ***** and I have only recently come out of retirement to help at our company. I have today been in contact with Mr. *******.
As I explained to him this is my first communication about the repair that he explained to you. Through he has had communication with two other members of our staff I knew nothing about the problems he was having.
Today I have communicated the problem with our GM who does our scheduling, and we will be addressing it within the next week.
Thank you for making us aware of the problem so that it can be resolved with this long-time customer.
Sincerely,
******* *****
Tom Burge Fence and IronCustomer response
11/22/2021
Burge Fence has bent over backwards and done some repairs to the fence. We are very very happy. They have done everything they can to resolve this.
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.