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Business Profile

Fence Contractors

Fence & Deck Connection, Inc.

Complaints

This profile includes complaints for Fence & Deck Connection, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Fence & Deck Connection, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/12/2024

      Type:Customer Service 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 stopped the workers from installing damage pieces of wood on my house. The project manager called me and I informed him that the wood was damaged and split. The company failed to build the deck according to the contract and the wood is splitting in various area of the deck. The Project Manager came out to my property and we examined the wood together and he agreed that it needed to be replaced, however at the end of the project I noticed they never replaced the molded or split wood. They sent another guy and he took pictures and agreed that there were splits and he was going to show it to his supervisor. The Sales Manager called me and we discussed the situation. I also informed him of an incident that happened with the workers; as one of them fell and there was a loud boom, when I went to see what happened, they said we don’t speak English and the one who does had left the work site. Out of concern for this person he attacked me with an overtone/ slur remark of “All Americans are lazy and that is why we hire them”. He was very arrogant and said “I guess I will see you in court.” Then he hung up the phone and no one from the company has called me to resolve this issue. They are trying to bully me through the finance company and trying to reverse his statement. However, they claim to have a lifetime warranty on the product and have not lived up to what they claim. The bait you with promises and failure afterwards. If we have to go to arbitration or court I am willing to do so, because. I was not treated fairly nor have they lived up to the contract several items are missing from the structure of the deck.

      Business Response

      Date: 09/18/2024

      We are saddened to hear that Ms. ******* is disappointed with her new deck that we properly installed not only according to her contract, but above industry standards. The deck received a passed inspection notice from Anne Arundel County on August 2nd, 2024. When we first learned that Ms. ******* was concerned about the "splitting" of the wood, her Project Manager assured her he would determine that if anything needed to be replaced, we would most certainly do so. We did not find anything unusual, rather the natural appearance and imperfections found with pressure treated wood. 

      Fence & Deck Connection is proud to offer a Lifetime Structural Warranty for our fence, deck, and screened porch projects and we stand behind our work 100%. As outlined in Ms. *******'s signed contract, pressure treated lumber is an outstanding cost effective product with a natural rustic look and cost effective pricing, although it is important to recognize its natural tendencies. While treated lumber offers a lifetime warranty against rot, decay, and termites, it excludes the natural weather and drying process of the material which, to some, may be unsightly and difficult to avoid.

      The following are all weathering characteristics of pressure treated lumber: Swelling, Shrinking, Mildew Growth, Graying, Warping, Twisting, Splitting and Checking. One of the most common and frustrating tendencies of treated lumber is open checks or cracking in the material, which she has documented with the images provided in her complaint. The industry term for this is "checking" and is a natural tendency of the material and has nothing to do with the quality of the material, installation process, or overall strength and stability of the fence.

      We believe that our production team has done everything possible to satisfy Ms. *******, but ultimately, the deck installation has met our standards as well as Anne Arundel County's. We stand by our Lifetime Structural Warranty and will be happy to repair the deck if ever the need arises. 

    • Initial Complaint

      Date:08/28/2024

      Type:Customer Service 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 had a contract for a fence that included a "wet pour" of the concrete for the posts. Wet pour is defined as concrete and water mixed together prior to pouring it into post holes. This was agreed to and written in our contract. When the site manager came he told us he is not doing that, their standard is a "dry pour". Dry pour is defined as dry concrete mix poured in post hole and then water added to the dry mix in the hole. After some conversations and broken trust, we were charged $500.00 to get out of our contract although they stated in writing they would do a wet pour. The contract cancel by date was blank, and they gave our deposit back minus $500.00.

      Business Response

      Date: 09/04/2024


      Mr. ******** did indeed request a wet pour, though our standard installation is a dry pour, as he correctly stated. Several of our team members, including his Sales Consultant, Production Manager, and Fence Scheduling Manager communicated with Mr. ******** at length that we would complete the project per his request - with a wet pour (concrete mixed in a wheelbarrow on site). After speaking with various team members he chose to cancel the project after the allowed cancellation time frame had passed. As stated on the contract, "cancellation of this contract beyond the five-day cancel period may result in forfeiture of deposit." It had been over 2 weeks since the contract was signed. Despite our best efforts to act on his wishes, the project was canceled and we refunded his deposit, less the $500 cancellation fee. Fence & Deck Connection strives to deliver 5-star service and we believe our team did everything we could to explain our installation process (including how the concrete would be mixed appropriately), the professionalism of our crews, and our Lifetime Structural Warranty. Ultimately, Mr. ******** chose to break his contract. 
    • Initial Complaint

      Date:07/21/2023

      Type:Customer Service Issues
      Status:
      ResolvedMore 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 lin the ********** community in White Plains, MD. Since my property is a corner lot and considered by the neighborhood to be a high visibility lot, the home builder, ****** *****, contracts with Fence and Deck Connection in Millersville, MD, to install fencing. Fence and Deck Connection promotes their ************** system as being able to withstand high winds and bad storms and have a picture of a fence that is subpar compared to their fence. During heavy rain and wind storms on July 15, 2023, their "superior" fence was blown over by heavy winds. I reached out to them by phone early Thursday and was told the maanger was out of the office and left my number for a call back per the call taker. At 9:37 pm Thursday night, I sent them an email requesting response eother by email or phone and have not received anything os of this filing.

      Business Response

      Date: 08/07/2023

      We installed the fence at Mr. ******’s property in 2021 through the builder of the home, ****** *****. This install did not include using our new ********** fencing product, mentioned in Mr. ******’s complaint, as that new style of fence is an upgrade option that is not used by this builder. Fencing installed through our builder partners carry a 1 year warranty, and furthermore any storm damage is not covered under the warranty regardless.
      We wanted to work with Mr. ****** on a solution for his damaged fence to assist with minimizing his costs. Management came up with a solution where the cost of the fence repairs would be shared by both Fence & Deck Connection and the homeowner, dropping the repair price by almost half. Mr. ****** was very happy and agreed to these terms, and our service team has since repaired the fence to the homeowners satisfaction.

      Customer Answer

      Date: 08/07/2023


      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

      Date:02/03/2023

      Type:Service or Repair Issues
      Status:
      ResolvedMore 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 purchased a fence from this company in 2008 with the understanding that the entire fence was covered under a lifetime warranty. Fence and Deck Connection has been great over the years and has honored two warranty issues without any questions asked. We submitted a warranty claim in June 2022 and they responded with "we are too busy with scheduling and we will get back to you in a month." They never did. The rep came our for a site survey and did an assessment in June and never told us that the fence would not be covered under warranty. This companies wording in the warranty is intentionally misleading and states: Limited Life Time Warranty and is good for as long as you own your home. See attached. We are seeking 100% full warranty support for our fence.

      Business Response

      Date: 02/21/2023

      We installed a split rail fence for Mr. ****** in 2008, which is covered by a 5 year Limited Lifetime Warranty. The customer's fence was installed 15 years ago, and therefore his desired repairs are not covered by our warranty. Once contacted with the request for repairs, we presented the customer with the original signed contract that does not include any verbiage regarding a Lifetime Warranty for the split rail fence. Although our warranty specifically states 5 years for split rail, and as long as the homeowner still owns the home within that 5 years, we do understand how there may have been a misunderstanding of what is and is not covered. In addition to updating all of our warranty materials for more clear and concise verbiage, we feel that we presented Mr. Hyland with an agreeable solution. 

      In June, we inspected the fence and explained that there would be a charge for the repairs, and that it will take some time due to our busy season. We attempted to follow up several times without any immediate response. We then put the repairs and project on hold, until we eventually received another call from Mr. ****** in January. We reminded the customer that the split rail posts would not be covered under his Limited Lifetime Warranty, and through phone and email correspondence, we agreed upon a discounted price for posts that needed to be replaced. We also agreed to replace a couple of the posts on his custom built fence at no charge as they are covered by our lifetime structural warranty. Mr. ****** was to only pay for the split rail posts at a discounted rate and per our last communication, he seemed satisfied with this solution. We have repaired several items for Mr. ****** over the last 15 years, but unfortunately the repairs on his split rail fence fall well outside of the 5 year warranty.

      Customer Answer

      Date: 02/22/2023


      Better Business Bureau AND Fence and Deck Connection:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Fence and Deck Connection went above and beyond with the quality of the repair of the fence.  We highly recommend and will endorse any referrals.

      Thank you Fence and Deck Connection, this matter has been fully resolved and you have exceeded expectations. 

      Sincerely,

      ****** ******

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