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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased vinyl fence November 2020 that has a limited lifetime warranty. In December 2022 the driveway gates broke. Long Fence advised that the damaged fence would not be covered under warranty because it was considered an act of God because the damage occurred when there was a storm. I disagree with this response as the driveway gates have been replaced and the new gates have held up perfectly to several severe storms. I as well as two other fencing contractors feel that Long Fence used poor quality material (poor quality hinges and vinyl) for the size of the gates. If it were an act of God, why were just the driveway gates damaged and no other property damage? The neighbors did not sustain any property damage either. I believe that due to the poor quality material and the size of the gates, the material was weakening over time and finally broke. I would like to be refunded the amount that Long Fence quoted to replace the driveway gates.Customer response
05/04/2023
Please see attached warranty information.Customer response
08/11/2023
Please see attached warranty.Business response
08/16/2023
The gate was unlatched and came off during a storm. This is not under warranty.Customer response
08/20/2023
The gate was attached and it was not a severe storm. How do I escalate this complaint? Court?Customer response
08/21/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
The gate was attached and it was not a severe storm. How do I escalate this complaint? Court?Regards,
*******************************Business response
09/08/2023
Gates don’t just break. I they are not latched or not locked any bit of wind can cause the gates to break by slamming against the gate posts.Customer response
09/08/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
He is correct, gates don't just break, hence the complaint being filed with the Better Business Bureau! The material was obviously not strong enough for the size gate!Regards,
*******************************Initial Complaint
03/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Bought a fence from the local long contractor, the installation team cut a cable and left it visibly sticking up out of the ground. They did not inform me, nor will they answer any calls about the issue. ]Business response
03/30/2023
We have a clear Miss Utility Ticket. The customer was provided this information. The issue is between ******* and WV Miss Utility.Customer response
03/31/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*************************Initial Complaint
11/02/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I paid a cash deposit of $1815.00 for a fence to be put up in my back yard. I've been laid off and won't be moving forward with the job. The sales rep Steve B**** (******@longfence.com) informed me that I'm allowed to back out of the contract due to "hardship". This was great news. I was informed by Theresa M***** (*******@longfence.com) and Steve that management was notified and will process this the payment. However, I've yet to hear back from management and I have no clue is this has been processed. This is an urgent matter. Please assist in expediting my refund.
Desired Settlement:Business response
11/23/2022
This contract was cancelled, and the refund has been processed. It takes 7-10 business days and will be mailed to the customers address.Initial Complaint
10/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On May 5,2022 I signed a contract with Long Fence to have a new fence installed at my home. I was informed it would take about 8-10 weeks to get to my installation so I waited until August to reach out to them about the status of my project since I received no prior communication. I was put on the scheduled for install the falling week only to be told on the day of installation they they did not have a crew. Two weeks went by and heard nothing so I reached out and was once again scheduled for installation only for it to be canceled again and two additional times. I was fed up, frustrated that I waited all summer for this installation and put my other projects for this area on hold so I requested the contact to be canceled and my deposit refunded to me. I was told that I needed to speak to Barry and an email would be send but did not receive a response from him so I called again. Later that day Barry contacted me and apologized and said he could offer a discount for my inconvenience but he would have to get back to me about it three days later which was a Monday. I once again didn’t hear from him for a week and decided that if this was the way I was going to be treated it’s best that we cancel the contract and go our separate ways. When I finally spoke to Barry he understood and agreed to cancel the contract and refund my deposit to me; he told me the accounting department would be able to place my refund back in my card and gave me the impression it would be a quick process to receive my refund. I once again left a message for Barry two days ago with no return call and I still don’t know the status of my refund. All I want is my money returned to me and to cut ties with this company. The service I have received from this company has been unacceptable and disappointing for a name this large.Business response
10/18/2022
We cancelled this order on 10/7/2022. The customer has been informed of our cancellation policy as it relates to their refund being posted back to their credit card. Tell us why here...Customer response
10/20/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*********************************Initial Complaint
08/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I signed a contract on 16 May 2022 for a fence to be installed in 8 to 10 weeks. Long fence scheduled our fence install for 29 July and then cancelled on the day of installation for no good reason. They stated that they would install it this week, however, they have not scheduled the install and are not answering phones or returning messages. This install will now be 3 weeks later than contractually agreed to and their customer service is almost non existent.Business response
09/01/2022
This project was completed on Saturday 8/20/22. We apologize for the delays. Tell us why here...Customer response
09/06/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*************************Initial Complaint
08/02/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
On 5-18-2022 we got a partial contract to get a fence around our yard to completely fence in a portion. We wanted to be able to keep the kids safe and the dog. They told us 3 to 5 weeks. Then it was 4 to 6 weeks. all of which has come and gone. No one calls back when you call them. I have made complaints on the managers voice mail and spoken to him directly and have gotten nowhere. We paid an 1800.00 deposit and have never received the whole contract. only the 1st page of one off the internet. This is going on 3 months and nothing has been done or even scheduled. I really am dissappointed at this company. They said there would be no problem getting this done and it has been a total headache.Business response
08/15/2022
THIS CONTRACT WAS CANCELLED. Tell us why here...Initial Complaint
07/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our contract for a fence was signed on 4/14 with an egregious 8-10 week lead time. That puts the install at late June at the worst. The scheduler (Walter) refuses to give us a date for install after repeated emails/calls and escalations. The salesman repeatedly contradicts himself and has been using stalling tactics since our contract was signed (he waited 2 weeks at least before submitting for the permit because ‘he was looking for a picture of the property’ and when offered one, he subsequently man - splained how they just use ****** maps, as if ****** satellites were being rearranged, not just that he simply needed to do the work of clicking the address in his browser or app. When my wife wrote a ****** review of our concerns they immediately perked up and offered for an install this week, if she modified her review. With no modification they’ve now said this week isn’t possible for the install and refuse to give us a schedule. To be clear, we’re a month pst the contracted timeline and the business refuses to tell us when the fence will be installed. I would like BBB to help us either get our install scheduled or assist us in getting out of the contract which the vendor hasn’t honored.Business response
08/11/2022
We are onsite this week to install the fence. We have already been out once before and theyre was a question as to where the location of the fence needed to be installed. We anticipate, baring any other issues to have the work completed by Friday 8/12.
Initial Complaint
06/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Long Fence workers did the responsible thing and told me they accidentally spliced wires while digging a post hole. These wires were not marked by the entities who painted where wires were located. The workers' boss called and said this was not his problem since the area was not marked by said entites. Now the cable and power does not work in my sunroom.Business response
06/10/2022
We have corrected the issues between ******* and ourselves.Customer response
06/16/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*************************Initial Complaint
05/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed a contract on 11/13/2021, for Long Fence to remove and install a Black vinyl all color chain link fence. In that contact, they was to remove the old chain link and wood fence. I made a $950 deposit with the company. In early February the chain link part was removed and replaced. They did not remove or replace the wood part of the fence. Every time I called someone in install tell me that I will be placed on the list the next week to complete the fence. I have been called every weeks for months and leaving messages for a return call. No one ever call me back and no one ever came to complete the job. I received a bills that I am 60 days behind in paying the balance due. I refuse to pay another dime until the job is completed. At this point, they owe me for all the aggravation. Please help me, I am getting marry in my yard and would really want the fence done.Business response
06/10/2022
We completed this work on June 2nd. We apologize for the delays. Tell us why here...Customer response
06/17/2022
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. I wish the company had offer me a discount for waiting five months to complete my job, but they was not willing to accommodate me for their delay.
Regards,
********************************Initial Complaint
05/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Signed a contract with Long Fence on January 7, 2022 in the amount of $26,000 ($13,000 deposit) to construct a new composite deck (24x12). The work included removal of the old deck, material, labor and DC permit. All to be completed between 5-8 days. The surprising thing is that they dared to start the job with a **** approved permit with a design not approved by me. The deck design included posts all over the place. To be more specific, in the middle of my downstairs patio. Even within the design, there was a post one step away from my basement door. No one from Long Fence took the time and cared enough to come to my house to look at the area, measure and discuss the plans with me. To the point that when they came to start the job and saw the area they decided (for code reasons) to cut the deck by a foot wide. After 2 months and several calls after, I'm still waiting for an answer as on when or to whether they will finish the work. I can't use my patio because it is full of holes, my garden because it is full of material left by them and I can't use the deck because it is unfinished; and all this apparently doesn't matter to them. Also, not only is my downstairs patio sinking from the rainwater from cutting the gutters, but also from the weight of the bags of dirt they have left behind and the weight of the half-finished deck above it. Not to mention the danger of all the holes they dig and left uncovered. I am leaving pictures for evidence.Business response
06/10/2022
This work was completed on June 3, 2022. Tell us why here...
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Customer Complaints Summary
23 total complaints in the last 3 years.
3 complaints closed in the last 12 months.