Complaints

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.

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair 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 bought a vinyl fence through ***** and was subcontracted out to The Fence Company. When the fence was installed, they installed the wrong size gate approximately 7" of the ground where my dog could walk under it. I informed the owner about it, and it needed to be lowered, they never came out to fix it, so I had to lower it myself. When they came back to install the right size gate, they installed it high again. I called the owner again and told him about it. Again, he never sent anyone out to correct it, so I had to lower it again. This resulted it multiple holes in the post from lowering the gate. After approximately 9 months I have one post that is leaning, the double gate posts are leaning so that the gates cannot open or close properly, the gate latch did not have the strike installed on it like the other gate causing the vinyl to wear, and two sections of pickets get blown out with wind. I sent the owner text messages with pictures in July with no reply, it is now September. I have been in contact with *****, and they cannot get him to contact me either to fix the issues. To top it off, he lied to ***** and told them that I put all the holes in the post not that the gates were improperly installed. I informed ***** that I did not want this contractor back on my property that I want another contractor to fix the issues with the fence.

  

  Business Response

  Date: 09/25/2023

  Please see attachments

  Crew leader on site today, assessment completed and photos uploaded. Per assessment....the DD gate posts do need to be reset most likely due to early season drought and multiple severe wind events in the area (also what caused panels to blow out). Panels were intact upon inspection. Self tappers can be installed to decrease further occurrence "Fence" is not leaning, just DD gate posts. Will upload a ML when rec'd from crew.
  Ov-erdue Ready to Schedule (RTS) Escalation - WO Follow-Up Task Subsequent Escalation - Attempt # 3 - If no resolution customer would like a different Provider sent out. Check email for response from FPM or Provider *Action steps needed: Confirm PROvider scheduled WO.
  
  *Customer expectation: Customer expects schedule date to be provided.

  Also uploaded the text sent to me from the crew at time of Jan WO
  
   
  
   

  Customer Answer

  Date: 10/01/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Please see attachments
  Crew leader on site today, assessment completed and photos uploaded. Per assessment....the DD gate posts do need to be reset most likely due to early season drought and multiple severe wind events in the area (also what caused panels to blow out). Panels were intact upon inspection. Self tappers can be installed to decrease further occurrence "Fence" is not leaning, just DD gate posts. Will upload a ML when rec'd from crew.
  Ov-erdue Ready to Schedule (RTS) Escalation - WO Follow-Up Task Subsequent Escalation - Attempt # 3 - If no resolution customer would like a different Provider sent out. Check email for response from FPM or Provider *Action steps needed: Confirm PROvider scheduled WO.
  
  *Customer expectation: Customer expects schedule date to be provided.
  Also uploaded the text sent to me from the crew at time of Jan WO
  
  
   The double gate post was installed last year before the drought, So I do not know how that can affect the post this year.  Also, the posts are leaning more than likely because of the weight of the gates and possibly not stable enough in the ground, not from wind.  They would not lean the way they are leaning from wind.
  As far as the panels blowing out, why is it just the one section facing that direction not the other 4 sections next to it.  Why would I have to ruin my fence by adding “self-tappers” to hold the panels in.  Two other people in the subdivision got the same fence as mine and are not having any problems with panels blowing out facing the same direction as mine.
  The East gate, which was not mentioned in the reply, about the holes in the two posts because of incorrect installation.  Also, this post is leaning causing an uneven gap on the gate and post where it closes. It should be noted that I had a previous fence that had a gate on that side which had no problems opening the same direction.
  The fourth post on the East side, which was not mentioned in the reply, is leaning because it is loose in the ground.
  It took me filing this complaint to get someone out from the company to even look at it after multiple text to them with pictures.  I have been in contact with ***** because I had contracted them to install the fence.  After numerous phone calls with ***** and they said that they had talked to the sub-contractor, and they were going to get in contact with me, which never happened.  I am done with this company and requested that ***** have another contractor fix the fence properly.
  
  
  The installer told me that only 4’ gates were sent and he would have to order a 5’ gate.  He never told me that that a 5’ gate could not be installed. 
  
  August 12, 2022, I sent the installer, via text message, a picture of the gate installed to high with firewood under preventing my dog from getting out.  The previous fence gate located in the same location opened just fine install ground level.
  
  
  October 31, 2022, I had to call ***** and request that the gate I had in the contract was installed since the Fence Company would not install it.  I lowered the gate by removing the hinges and lowering the gate.  I have contacted ***** and reviewed the notes on October 31, 2022, and it does not say anything about me telling them that I “pounded the gate down”.  I would like to know how you can “pound a gate down” without affecting the posts. 
  
  
  January 11, 2023, When I arrived home from work the new 5’ gate was installed, but it was installed incorrectly AGAIN too high, not as high as before creating more holes.  I immediately called the installer to inform him about it.  His comment to me was that he could not believe they did it again.  Unfortunately, it was over the phone, so I have no written evidence of it.  After a few days with no one coming out to fix the problem I had to lower the gate AGAIN.
  
  
  
  January 23, I called ***** to let them know about the numerous holes in the gate from improper installation.  If the gate was installed and the same height, then they should have used the same holes.  The gate did not have ANY problem opening after I lowered it again to the same height that the 4’ gate was at, which I used the existing holes from when I lowered before.
  
  June 6’ 2023, I contact the installer via text stating “I am curious about when you are going to address my gate issue”, referring and including picture of the holes in the post. I also stated in the text “Also the other gate is not closing without opening both gates and closing them together and there is no protection for the vinyl from the latch and it is wearing it”.  I also included 3 pictures.  His response was “Soon I am so sorry I didn’t know” and “I am going to replace them”.
  
  July 29, 2023, I sent the installer picture of the section of panels blown out and stated “This is the second time the same section blew out”  NO RESPONSE FROM INSTALLER
  
  July 31, 2023, I contacted ***** to voice my concerns about all the issues I have had with no contact form installer and they opened a work order.
  
  It should be noted that I contacted ***** on October 1, 2023 and they told me that there has been over 160 notes on my account about the installation of my fence.  I have requested a copy of all the notes on this project. 
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 10/09/2023

  BBB Complaint #******** Response 2
  
  Refer to customer response…
  The drought does in fact affect post stability. As the ground gets dry the dirt moves away from the posts. Then when the wind is strong (we had 70+ mile per hour winds in just one storm). There were several storms with high wind since this fence was installed.
  Again, panels blew out due to the extreme wind conditions.
  The East gate was not installed incorrectly, the holes are from the customer realigning gate as he points out in his statement.
  This and any post can be affected as mentioned above when there are drought conditions and strong winds over multiple storms.
  
  The customer has requested we not return.
  Notes clearly indicate the customer was told the 5’ gate would cause a gap under the fence at time of installation.
  The customer admits in his original complaint he caused the holes damage.
  As mentioned previously, the warranty should have been voided after the customer lowered his first gate.
  

• Initial Complaint

  Date:05/24/2023

  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 hate being this person, but not sure what else to do. We had a fence installed almost a year ago and the quality of the fence that was installed by this company is horrible. At first, they attempted to make things right as a storm ripped our gate doors off. When the company came out and fixed the issues they did an unacceptable job. They left holes visible in the vinyl fence and did not even take the time to replace the post or attempt to cover the holes. Our fence has fallen in almost every storm and come to find out, no post(wood or steel) were used when installing the fence. There is concrete in the ground holding the vinyl post. It's just very upsetting the amount of money we had spent on this fence and for it to be done so poorly. I have called and left messages and sent pictures and have not received any kind of follow up to try to attempt to make things correct. I really thought I was making the right decision by choosing this company to install our fence, but I'm not impressed by the work that was done.

  

  Business Response

  Date: 05/31/2023

  BBB Complaint #********

  RE:

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

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

   

  Responder:

   

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

  The Fence Company

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

   

   

  05/02/2022        The Fence Company installed a new privacy vinyl fence.

   

  02/27/23            Customer sent Fence Co email stating she had parts that needed to be replaced. She

  Included photos.

  02/27/23            I replied to email, asking if the wind had caused the damage.

  02/27/23            Customer replied wind was the cause and that it had blown the gates off. (There had been considerable winds in the area).

   

  03/06/2023       Email to customer that I would have my guys out to repair the damaged gate this week.

                                 

  03/09/2023       Repair completed. The customer was not charged for repairs. Wind damage is not covered by the manufacturer warranty, but The Fence Company associate completed repair as customer service.

   

                                  No customer contact after repair completed until…(more than 2 months before expressing any concern).

   

  05/17/2023       Received email from customer with photos and her unhappiness with the corrections made. I replied to the email and let her know that I would share her concerns with the owner and that I would have him reach out.

   

                                  No customer response.

   

  05/24/2023       Customer did not reach back out to me but did create a BBB concern. The Fence Company offices were closed 05/24/2023-05/31/2023 for the Holiday, however despite no internet access I did send a note to Ms. ****** via I Pad.  As of this date the customer has not replied.

   

   

   

                                  Ms. ****** mentioned in her complaint that The Fence Company did not insert wooden posts inside the vinyl post. This is not a recommended method and can cause even more problems as the wood gets wet and swells. She also mentioned the use of steel posts. These are recommended for use in the gates, we had them in the gates. All posts were set in concrete and no posts blew out in the insane winds we encountered over a couple of months’ time indicating the stability of the fence is not compromised. The gates being ripped off did not blow out or break the gate posts. 

   

  Per email sent to Ms. ****** The Fence Company is willing to return and install replacement parts as

  well as add self-tappers to any loose sections (pickets).  We will wait for her to accept our offer before

  reaching back out to her.

   

   

  Terri Ingracia

  The Fence Company