ComplaintsforChesterfield Fence & Deck Co Inc

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I met with the owner of CFD on Jan 19, 2023 primarily concerning the installation of a gate replacement. The gate was to replace 2 4x4 posts with 2 6x6 posts. The installer installed 1 4x4 post and 1 6x6 post and both had gothic tops instead of flat tops per the contract. CFD installer completely disregarded the contract as written - much as an earlier contract with CFD in 2019. That contract was to seamlessly replace 3 sides of a split rail fence with a round rail with mesh in the backyard. The project manager left a 3' gap in the round rail. The fence installed is not seamless.So disregarding the gate contract was too much. I called CFD and asked for a meeting with the owner. The meeting with *** was lengthy. I came with pictures and notes concerning project managers and installers changing the intention of contracts. The owner listened, chatted, was cordial and agreed with all my concerns and complaints. He even said that the round rail was still under warranty and could be fixed. He had copies made of my notes and pictures that I brought to the meeting. The meeting ended with *** saying that he would have a manager come out when I was ready to proceed. I left a message with the receptionist the next day, to say that I was ready to proceed when it fit into CFD's schedule. I followed up about a week later leaving another message. I have accumulated a long list of attempts/dates to contact ***.Then on Dec 23, a man called from CFD saying that he had a note that I was needing some work. This was such a surprise! I eagerly replied. He said that he wasn't aware of a gate post and would have to get back to me - profusely saying that he promised to get back to me and that he would not let the ball drop again! since then....nothing...silence - again I started with calling and writing CFD.It did not occur to me to contact BBB especially after meeting with the president/owner. However, I want my post - and it's under warranty because it hasn't been installed yet!

  

  Business response

  04/18/2024

  We are currently in the process of working with the claimant to amicably resolve this matter.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 10/30/2023 Amount of Money Paid: 10,718.00 Business committed to provide: Install 194' of 4' high Aluminum fence. Install 2-4'x4' Single gates & one 5'x4' Gates All posts will be 30" deep in concrete. Dispute: Business installed fence with damage to 28 out of the 38 Panels. Also 21 posts used in the process are damaged as well. Business also charged fence to credit card before approval that fence was satisfactory. I have called business several times about the issue and still nothing is done, meanwhile I will have to start paying for the fence on credit card starting the 25th of November. Customer service and communication about what is going on with the fence is not existent and I have to keep following up with the business. First call business came and looked at fence and said it couldn’t be fixed until weather was warmer. Business had a week of warm weather to get the repairs done and no one ever contacted me. Second call I was told someone would come out and fix the fence on 11/11. Workers came out, but said it was too cold to fix the fence and that there would probably end up being a lot of spots with all of the damage that would need to be fixed. Workers replaced two panels, but the rest of the damage remains. No additional follow up on what the next steps are have been provided. At this point based on the lack of customer service, the improper installation, and charging my account before approval I would like the fence removed with a full refund.

  

  Business response

  12/21/2023

  We have come to an agreement with the claimant and are in the process of resolving.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Chesterfield Fence installed a red cedar fence on my property in October of 2007. They warranted the materials for 20 years. On September 25 2023 the company representative made a visit at my request to estimate the cost of repairs. His estimate of $900.00 included costs to replace 4 fence posts. There remains 4 years on their warranty. I told *******. that I thought they should bear the cost of the posts. I want them to do the work but without my paying for the 4 posts.

  

  Business response

  11/27/2023

  We have discussed the concerns with the claimant and have come to agreed on the actions that will satisfy the matter.  The agreed upon work is scheduled to proceed on 12/12/2023. 

  Customer response

  11/28/2023

  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

  06/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early 2023, Chesterfield Deck and Fence received the final installment from deck replacements on my condo building in the *** ****** *********** *******. Complaint #1: Prior to the final installment, I notified the company through our management company, ****** ******* ********, that workers left brick residue on my patio after removing a retaining wall. Chesterfield staff advised ****** ******* that the brick residue was removed as requested. They, however, did not remove the brick residue as reported. Unfortunately, they were paid in full because no one inspected their work. I am requesting that they remove the residue left on my patio. Complaint 2: On March 27, 2023, I discovered a water leak inside my condo. My carpet and drywall was damp and continues to be damp after it rains. The new decking and the improper re-installment of the building siding caused water to seep between my exterior brick wall and interior dry wall. This has caused damage to my condo investment. Chesterfield Fence and Deck was notified of the problem and was also provided several pictures of the damage. They repeatedly said they would inspect the damage but have refused to do anything to date. The company has not completed the necessary repairs to prevent more damage to my unit. The company was paid a significant amount of money for this project but performed shoddy work and will not resolve these workmanship issues.

  

  Business response

  07/21/2023

  We responded directly to the claimant and remedied the concern of the concrete.  The leak is not our responsibility (system would not allow us to upload images) and have photos evidencing such.  

  Customer response

  07/24/2023

  I strongly reject Chesterfield Fence and Deck's (CFD) position that they did not cause the water damage to my condo. The damaged was caused by sloppy and shoddy installation of the deck. CFD eventually grinded off the brick residue off my deck as requested (Issue 2).  However, it should be noted it took CFD nearly two years to resolve this minor issue. This repair only took a couple of minutes to fix. 

  The most serious issue was not resolved by CDF.  On July 3, 2023, **** from Chesterfield arrived to inspect the deck and admitted I had a significant water leak and stated ALL of the repairs were covered under their warranty. **** also said he would also send someone out to repair my dry wall and clean my carpet. 
  
  A Chesterfield repairman showed up, unannounced, on July 10, 2023.  When I spoke to him, he blamed the water problem on holes in the old siding, which was covered by the new siding. 
  
  The next day, I received an email from my management company indicating that CFD was no longer accepting any responsibility and reported the problem was caused by the old siding. Consequently, the manager said he would contact a contractor to provide the estimate for the repairs. 
  
  On July 12, 2023, an independent contractor reported that the flashing in the corner of deck was "all chewed up" from water getting in behind the two corner boards when it rains.  There is no other explanation for the damaged flashing in that corner.  (Please see picture no. 1).  The contractor explained that there was a one-half inch gap from the metal to the next flashing pan behind these boards. Water was entering the gap, traveling down the wall, and then entering my condo. This can only be repaired by removing the two corner boards on deck, placing flashing over the gap, and properly installing new flashing.  It should also be pointed out that water pools in the corner of the deck where the flashing has a gap. The deck was likely not leveled properly as well. 
  
  The independent contractor also reported that the ice and water shield backing was not peeled off which meant the membrane could not adhere to the deck/flashing.  (Please see picture no. 2) I also made videos if a visual of this is needed. An inspection revealed this water shield was not peeled and sealed on the ENTIRE deck. It was just cut and placed there, which does absolutely nothing to prevent water damage.  Consequently, it was the independent contractor's opinion that I likely have additional water damage in other areas of my condo beneath the deck.  
  
  The independent contractor stated that whatever repairs he could perform would not fix the water problem.  He also made it very clear that the old damaged siding had absolutely nothing to do with my water leak as CFD claimed.  

  Since **** from CFD inspected the deck, I also noticed very large splits in the cedar support columns, which also need to be repaired.  I plan to file additional complaints if CFD does not resolve these issues to my satisfaction.  CFD refuses to honor their five year workmanship warranty and will not accept responsibility for the extremely poor workmanship.  

  Customer response

  07/24/2023

  Complaint: ********
  
  I am rejecting this response because on July 3, 2023, **** from CFD inspected the deck, admitted they were responsible for the water damage and said they would pay for all repairs under their warranty.  One week later, CFD blamed the water damage on old siding, which was covered by new siding on the building. Consequently, the property manager sent out an independent contractor to provide an estimate for the repairs. 

  On July 12, 2023, the independent contractor reported that the flashing in the corner was "all chewed up" from water getting in behind the two corner boards when it rains. There is no other explanation for the damaged flashing in that corner.  I provided a photo of the damaged flashing on my earlier response this same date. The contractor explained that there was a half inch gap from the metal to the next flashing plan behind these boards. Water was entering the gap, traveling down the wall, and then entering my condo.  I spoke to the resident who owns the deck and she stated that when it rains, water pools in the corner with the gap in the flashing. It appears the deck was not leveled properly as well.  In addition, there are large cracks in the support columns that need to be repaired. 

  Also, the independent contractor reported that the ice and water shield was not peeled off which meant the membrane could not adhere to the deck/flashing.  Please see second photo provided earlier this same date. An inspection revealed this water shield was not peeled and sealed on the entire deck.  It was just cut and placed there, which does nothing to prevent water damage. Consequently, it was the contractor's opinion that I likely have additional water damage in other areas of my condo beneath the deck.  I am requesting this water shield be sealed on the entire deck.  I am also requesting that you make all of the necessary repairs immediately to prevent more water damage inside my condo.  I will be filing additional complaints if these repairs are not made quickly and to my satisfaction. Thank you for your assistance in this matter. 

  
  
  
  
  Sincerely,
  
  Tracy Leverenz

• Initial Complaint

  04/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have had 2 fences installed prior to our current experience and both were 5+ years ago or more and in both cases, we were thrilled. This time around has been an absolute disaster. We asked for a quote on a stamped patio. We were told that this occurred much faster than decks, etc. We wrote a check for $4,000 that was cashed 4/4/22 and at this time WE STILL DO NOT HAVE A PATIO. We were told at first it was "stuck in permitting" and when I called our city, we found out that the permit wasn't submitted before my email. I then asked to speak to someone in a managerial position and was ignored. I asked again and was given a "project manager" --who in no way can help me, but who also has no interest in helping, given that they never replied to my email. As of today, they're quoting sometime in May. But we were also quoted sometime in November, March, and April. I am pretty sure that 1. they are stealing our money.

  

  Business response

  04/25/2023

  We are in the process of resolving this matter with the claimant, ******* *****.

  Customer response

  05/03/2023

  Hello, Chesterfield reached out immediately and took ownership for the delay and other concerns I had and immediately took steps to rectify the situation.  They are presently in-process with installing the patio and addressed another issue that I had asked about and was previously dismissed.  Based on the turnaround, at this time, it appears that all will be well and that this problem, while significant, may be an anomaly and not representative of the company as a whole. I'm hesitant to say that the situation has been fully resolved until the entire patio install is complete, but we are definitively on our way to a positive outcome.

• Initial Complaint

  02/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Feb 2020 Pd $3924 May 2020 Pd $3924, deck construction partially completed Sept 2020 CFD offered an option for post wraps that was unacceptable and not what was agreed to. MG was to call back with other options. 2021 no communication 2023 Multiple representatives of CFD admit orally, in writing, and in voicemail that they did not complete the deck. Despite this, CFD is threatening legal action if final $3934 AND late fees totaling almost 50% more aren't paid. I agree to pay the difference between the last 1/3 of the original amount minus what I paid someone in Oct 2022 to finally finish the deck (after over 2 1/2 years of waiting) provided I am given a notarized release from CFD. $3924 - $2300 = $1624. I notice there is another report on BBB where work wasn't complete, yet payment was demanded. A more complete account of this ordeal is attached.

  

  Business response

  04/03/2023

  The Deck project was in fact, completed per contract on or about September of 2020. We did in fact offer one of options that we have for post wraps and offered several other options subsequently, but the client did not agree to any options that we offered. Subsequently, after the project completion, Laura informed us that she contracted with another company to install post wraps. While we offered to credit the value ($720.00) of the post wraps that she ordered, we will not pay for the post wraps that she ordered from another company, as we are under no obligation to do so. In an effort to resolve this matter amicably, we do agree to waive all finance charges, plus $720.00 if the balance is paid in full no later than April 30, 2023.  

  Customer response

  04/11/2023

  I have attached two documents in regards to the response from CFD stating that the job was complete in September of 2020.

  1. An email received from CFD on 12/30/22 stating that the job was not complete. 

  2. A payment demand letter from CFD dated 2/9/23 stating that the deck was complete on or about May 20, 2020, which conflicts with their response. 

  There was no mention of CFD standing behind the warranty for the faded handrails and lights, the holes left in my siding, electrical work being performed by a non-licensed person (with no inspection), or the shifting of a large retaining wall since the deck was built on top of a substantial amount of fill dirt. 

  I was only provided the one option for post wraps during the call in Sept 2020 from MG when she stated she would call me back with options. My phone records do not contain any calls from CFD after my Sept 2020 call from MG until 2022. I did not receive any options via mail or emails until 2022 either.

   

  

  Business response

  04/25/2023

  This is the first of anyone in our office has heard anything about lights or railing fading, etc.  Henceforth, these are warranty issues and if validated, we absolutely will honor all valid warranties, without question.  Unfortunately, the claimant never paid her balance in full and thus, we have yet to activate the applicable warranties.  The fact is, we have made countless attempts to resolve this matter, which until now centered around the balance owed, not incomplete work or a warranty claim.  Laura, from the completion of the project to present, has refused to pay the balance, solely due to her requesting us deviate from a change that a code enforcement official required as part of the construction of her deck.  We, nor our any affiliated agent of our organization is permitted to deviate from what a code inspector or plan reviewer requires as part of or in addition to the design or construction of a deck, or any structure.  Our previous offer to the claimant in our previous correspondence is still valid until the end of the month.

  Customer response

  05/08/2023

  I have never refused to pay. To the contrary, I am actually offering to pay a partial amount for a job that CFD never completed. As the BBB complaint outlines, I requested a billing adjustment not bill forgiveness. See original complaint and my 4/11/23 response with supporting documentation for full information.

  
  The job was never finished by CFD as demonstrated in the emails and letter received from them. Attached 4/11/23. I also have two voicemails from DJ in Dec 2022 stating the project was not complete. I had verbal conversations with DJ and SD 1/3/23 who both acknowledge the job was not complete. December 2022 is the first I heard from CFD since my call with MG in September 2020. The December 2022 communications were for the sole purpose of requesting payment.  

  
  I was provided a single option during a call with MG in September 2020. I told her that the option was not what I originally agreed to, and would look terrible. MG told me that she would discuss the matter with her associates and call back with other options for completion. At no point during our discussion did I request, or even suggest that any codes be broken nor did MG. I never received any other communication regarding completion options.

  
   The faded railing and lights were discussed on the phone with DJ and SD 1/3/23. I sent SD and DH an email on 1/3/23 following out conversation. The email in included photos of the fading. DJ & SD responded regarding the fading via email as well. Emails attached. 

  
  There is still no mention of the holes left in my siding, electrical work being done by a non-licensed electrician (not allowed per code), and what was completed on the project being built on top of a fill dirt behind a large retaining wall (possible code violation) that has been shifting since 2021.

  
  I have made a more than reasonable offer for a job that was never completed provided a written waiver and warranty for what was completed is provided. 

  

  Business response

  06/09/2023

  It is highly convenient for the claimant to claim repairs are needed only after requesting payment for her deck that was completed quite some time ago.  The only request she had and the only reason until recently for non-payment, was her demand that we remove 'crows feet' supports that were required by the governing code authorities to pass the deck for construction and final inspection.  We have a long standing policy that we do not alter the plans or project details as submitted, reviewed and approved by code enforcement authorities.  We offered a reasonable credit based on the price we quoted for post wraps and she is demanding that we pay for the work that she had others complete per her expectations and request, which is highly unreasonable.  We have further researched this matter and have found that the subsequent contractor removed the 'crows feet' supports, which now put this deck in violation of the code and build requirements as set forth by the municipal governing code enforcement department.  Since ours and the municipalities designs have been altered, we can no longer assume no responsibility for the stability or quality of the illegally modified build.  Attached is a photo evidencing our findings of the modifications to the deck.

  Again, the balance must now be paid in full by no later than 6/16/2023 to avoid legal proceedings to secure our interest in this matter.

  Customer response

  06/09/2023

  Thank you for the follow up. You can close this complaint without the mediation or arbitration. I'm told this is a clear breach of contract. I will be going a different route to resolve the matter. Please confirm.
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We bought a Deck for roughly $25,000.00. We put up 50% cash. We were told by the salesmen that the deck would be completed by memorial day. It was not, as of right now it still hasn't even started. The salesmen sold us based on his confidence it would be done. Since then we get periodic updates of why the long delay. Rain, short staff, vacations, military duty each time it is excuse after excuse. We have complained and asked for some compensation. Our contact forwarded the complaint to "higher ups" that was about 2 months ago. And we have not heard a word from anyone. We are seeking, some sort of compensation for the long delay in the form of a cut in over all cost or solar lighting on the deck. Just something that says they care about how upset we are that they lied about when it gets done. At this point we have no idea when it will get done. Did I mention we paying cash? Lastly, my email is ********************** your system did not accept it

  

  Business response

  08/05/2022

  The agreed upon repairs are scheduled to be performed on August 8, 2022.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The transaction was made on February 2, 2022. The installation was started and completed on May 6, 2022. The project will cost me $2210.The company was to provide me with a vinyl fence around my concrete deck. Upon completion of the work, I was left with remnants of foot prints and other signs of dried concrete on the surface of my patio. My decorative lighting along the prior fence were destroyed from the dried water/concrete mixture. The crew had to drill to remove the wood from where the old wooden fence once stood and drill holes into the concrete to secure the newly installed fence. It is obvious that something was there (where the wooden fence once stood) because of the holes that are on my patio. The company was contacted via phone on 5/9 by me. Later that week the same two gentlemen who installed the vinyl fence power washed the patio and removed some of the dried concrete. However, the dried concrete, shallow holes where the wooden fence once stood and cracked cement on the patio went unattended. Prior to the vinyl fence installation none of those mentioned defects were there.

  

  Business response

  08/09/2022

  We went out there yesterday and made the concrete repairs. 

• Initial Complaint

  05/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I believe Chesterfield Fence & Deck used to be a good company but no longer is. We had a salesman come to our house sell us on a beautiful fence with a promise that it would last 20+ years with no maintenance and warranty to back it up. We had put down the initial 1/3 payment $3300 and waited 3 months for our fence. December 15th (install date) came and went, no call, no show. 1st call of complaint. The crew eventually came on December 21st. On this day, the crew had no idea what they were supposed to do, nor did they speak much English and they were arguing with me on how the fence was supposed to be configured. This was already mapped out with the initial salesman. That evening the crew left with all my old fence, nails, debris, etc sitting in my front yard and neighbor's yard. This was a 2 day job but the crew did not come back for day two. They told office the job was done. 2nd call of complaint. A different crew showed up, December 22nd, they finished the job quickly and very sloppy. 3rd call of complaint. Field manager Gerald came out December 29, witnessed mistakes and was going to have another crew come out January 10th. January 10th comes and goes. 4th call of complaint. Another crew eventually came out and fixed mistakes. Fence looked intact and I was satisfied at that time. We had one frost and a large amount of the boards cracked with large splits, especially where the nails were fastened and now the gates will not close properly. The wood and construction is not quality wood and can not hold up with our Missouri weather but we were sold on a 20+ year maintenance free quality wood. When I called to complain, there was no response. Late March, CFD reached out to me to retrieve the remaining balance owed and I stated that I want my fence fixed. They sent out the "new" field manager who was worker that failed to fence the right the first time. He only wanted money and was not there to fix fence at all. Poor Product for steep PRICE. Will not return Calls!

  

  Business response

  06/23/2022

  We are in the process of resolving this complaint with the customer.  We will provide an update when the agreed upon repairs are complete.  

  Customer response

  07/01/2022

  The response from Chesterfield Fence and Deck was PRIOR to any additional work on our fence and therefore I was not going to say I was satisfied prior to work done. CFD, did come out and replaced most parts, not all of the damaged boards. After just a couple days there are new “see through cracks”. Its just a poor product all together they are advertising and selling. As a consumer I am very disappointed and enraged that I have to pay top dollar for a cheap product. But, at this point I don’t know what to do. No, I am not happy or satisfied. It is not good work or product.
  Disappointed,
  ******* ******

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/15/22, we had a 6' cedar shadowbox fence installed in our back yard by a Chesterfield Fence crew. We have several concerns about the work that was done.The main issue we see is the last 1/3rd of the fence that was installed has some severe leveling inconsistencies. The posts are level, and the back rails follow the grade of the ground, but the pickets fluctuate between being level with the post and being perpendicular to the rails. This has resulted in a lot of sections with large leveling differences. I've attached some pictures of the work that was done. As you can see from our level, many of the pickets are far from being level (entire bubble to one side), and where they split pickets to fill gaps after the fact, which we are wondering if that means the posts were not accurately spaced out at the start of the job. There are other issues that are more minor (bent nails in pickets, splintered pickets due to nailing too close to edge), but we wanted to address these as well because all of these issues were very disappointing to see.The crew appeared to rush through the last section of the fence install, because they initially said it would be just a 1 day job, but 4 extra workers arrived late Friday afternoon and they had to come back the next morning to finish.We emailed ******************* and *********************************** (project supervisors related to the fence installation and in-site Quality Control) on 4/27/22 with these concerns, and we did not receive a response. We then forwarded the email to *********************, Production Manager, on 4/29/22, and we did not receive a response. At this point we felt as though resolution through BBB was necessary.We understand that this was a large job (over 300' installed), but this is not the quality or craftsmanship that we expected or that we paid $13,400 for. We would like to request a refund on the last 1/3rd of the work that was performed, as the quality of this work is notably deficient compared to the rest of the fence.

  Customer response

  06/02/2022

  Customer reports that the company has resolved the issue.

*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. ↩