Complaints

This profile includes complaints for Fence & Deck Depot's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fence & Deck Depot

  1432 South Dr Saint Charles, MO 63303-3971

  
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  Fence & Deck Depot

  513 N Eatherton Rd Chesterfield, MO 63005-3509

• 

  Fence & Deck Depot

  1202 Paragon Dr O Fallon, IL 62269-1757

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:05/14/2022

  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.

  Not enough characters to write the full chain of events. The salesman messed up multiple times. The installers royally messed up in the install twice! The chain link fence had post 5 or 6 inches higher then the chain link fence. The chain link fence was at least 4 inches of the ground in several areas. More then enough room for my dogs to get out. Unfortunately they did and one almost got hit on the interstate close to my house. Scary to watch you fur baby run across an interstate because the fence you installed for them was not installed properly. Now on to the safety fence on the drive so you cannot roll off the 4 to 5 foot tall wall in your car. The installers did not listen at all when I asked for it to be installing on the concert of the driveway. They installed it in the retaining wall. Causing major damage to the wall the salesmen tried telling me it would make the wall stronger. Well after some rain and freeze the wall brick broke several layers down the wall. Due to them drilling into the wall stone cap. The fence itself was all wavy and uneven. Two gentlemen came out to look at it from the company. They sent the same installers back out to attempted to fix and replace the fence. They uses the same post and pulled them up and then putting the damage post back into concert to try to reinstall the fence a second time. It was even more uneven. More issue came up. The repair guy finally came out and had to rip most of it out a second time and install it again. In total it took them over 6 months to get the fence installed and the wall brick replace.Granted they fixed the broken wall brick but my wall will never look as good as it did before they came on my property. There is also structural issue with the wall. They broke the back of the wall bricks to put then in place when fixing the wall. They added two different color bricks. They did not use any back fill. 6 months after the project was supposed done and still have structural issue with the wall.

  

  Business Response

  Date: 05/19/2022

  In October 2021 the customer signed the contract for us to install her fence.  We installed it in late January 2022, consistent with what we communicated to her at the time and reflective of our backlog at that point.  When she inspected the fence and notified us of her issues, we dispatched our team timely to address her concerns.  We repositioned the fence in her yard to close off gaps underneath the fence and refined the chain link gates to flow with the grade of the yard.  Any remaining gaps are due to the yard’s terrain; we recommend fill dirt and grass seed to be placed under these gaps.  The aluminum fence surrounding the driveway is designed to keep people and pets safe, not stopping cars.  The customer purchased a residential fence, not a commercial grade guardrail that would be necessary to stop a car.  This fence and gate system requires the gate to swing level.  The customer’s choice of the gate placement at two different elevations is only possible by raising the gate to the higher elevation.  We recommend pavers be placed in the path leading to the gate.  The wall claims are a result of her having us move the fence, and the original design of the wall which we had nothing to do with.  She admitted being home while we were working on the fence and wall, yet never raised an issue at that time.  The existing wall is aged and weathered; thus matching the color of the block is impossible.  We discussed this with her when she approved the replacement blocks.  The customer’s current complaints are weighted more to her desire for economic compensation.  For example, when our final fence and wall adjustments were completed to address her complaints, she approved the work with our craftsman.  Further, when our office followed up with her after these adjustments, she approved the work and even paid her balance in full.  She even went so far to inquire about purchasing additional products from us.  Only after these actions did she start making these latest demands and voicing complaints through on-line sources.

  Customer Answer

  Date: 05/19/2022

  Complaint: ********
  
  
  I am rejecting this response because:To start I told the salesmen why we wanted the fence on the drive never once was I told by the salesmen the Aluminum fence would not be a safe fence! New issue just from the company statement. Wouldn't be the 1st lie from the salesmen mouth. Hence the damage wall that we tried to prevent by not only stating do NOT install the fence on the wall but in the concrete. The company failed to do so causes damage to my property (retaining wall) we had 2 professionals wall contractors come put both have stated they should have never installed the fence in the retaining wall. There is nothing more to it. The company need to fix the property the damaged.
  
  
  
  
  Sincerely,
  
  
  ********* *****

  

  Business Response

  Date: 05/20/2022

  The company has a track record of over 20 years installing quality projects with thousands of happy customers.  This would not have been accomplished if we lied to our customers.  The company stands by its previous statement and wishes this person well in the future.

  Customer Answer

  Date: 05/20/2022

  Complaint: ********
  
  
  I am rejecting this response because:I never agreed to them leaving the gaps in the brick or exposed broken bricks.
  I have provide several pictures with the remaining issue the company left. The company failed to make the wall as good as it was before the damaged it.
  
  We wanted to follow up with you after talking to 3 reputable retaining wall contractors. Reputable meaning they did not just go hire someone from the home depot parking lot but have a regular crew that works of retaining walls all the time. A reputable company will have the equipment needed to cut the stone to complete the job not hand break it. As the 3rd party contractors you hired did. There is not only evidence visible of this but we personal saw it.
  
  You mentioned you were having issue understanding what wrong in each picture so I have broken is down more.
  
  Issues list
  1. Dry dark gray concrete on the edges of several stone caps from the 1st and 2nd time of installing the fence. Not acceptable
  
  2. We can visible see the under layer bricks were broken to put in place by the 3rd party contractors you hired. The back 1/4 of the brick was broken off to fit in. The brick also sticks out on the front side about 1/4 of an inch. Rather then the proper way per multiple reputable retaining wall contractors. Which is to remove the layer around it to fit the brick and align it. Then to back fill it to prevent water damage in the future. All the reputable wall companies, included Travis cousin that you asked to come on my property for a bid, also said the proper way to install it was to remove the layers. The install not complete properly is not acceptable.
  
  3. The fact that the contractor broke underlayment brick to fix it in is a visable and structural issue. Not acceptable
  
  4. That fact the multiple brick stick a 1/4 inch out further on the side facing out. Is a structural issue and shows the bricks were not installed properly. Structural and visual issues. Not acceptable
  
  5. large gap behind the cap stone that use to have a compressed wood to block water from draining behind the brick was not replaced by the 3rd party contractor you hired. This will cause water damage over time. Structural and visible issue. Not acceptable
  
  6. There are a few polls on the drive way that the installed reused that ***** did not replace. Structural issue. Not acceptable
  
  7. Stone cap about a 1/4 inch further out from the 3rd party contractor moving stone cap to try to fit his replacement in. We watched this happen. Those stone cap are now loss and not secure to the lower layer of bricks. Structural and visual issue. Not acceptable
  
  8. Large gap behind the broken underlayer of rock visible from the deck. Structural issue. Not acceptable
  
  9. Large gap under fence by gate next to driveway and garage door. Structural issue acceptable
  
  10. No back fill was used by the 3rd party contractor. Structural issue. Not acceptable
  11. Corner the was hand broken and does not look like a corner.
  
  12. Gap under corner stone.
  
  13. Installed two different color bricks. One color fornthe stone cap and a second for the underneath brick.
  This has not be a pleasant experience throughout the 6 months so far. We appreciate you trying to make it right but the patch job needs a repair done by a professional wall company.
  
  We understand the frustration of a contractor not doing a job and cause issue. As you are that contractor to us. We are sorry the 3rd party contractor you hired and choose did a terrible job and left my wall structural integrity in question.
  
  
  
  
  
  We have provided the pictures as proof the issue are still there.
  
  I have multiple emails stating the issue with the fence that were never addressed or fixed by the company. Gap under the fence large enough for my dogs to get out by the garage. I even point out an example gap to the salesmen before the installation saying there could be no gaps like that. The repair guy said he would address it by add a bar to the bottom that never happened.
  There was never an agreement the wall repair s were completely. Only that the second cap stone color were accepted. How ever they did not change the under layers which are different color then the cap stone the replace. I pointed out the brick stick 1/4 of inch out still and large gaps, broken brick. That were not there before the company damaged my wall.
  
  
  Now to fins out I. Theor response that not only the emails before the salesman come out telling the company the purpose of the fence on the driveway. Along with multiple discussions with other at the company. Even the installer manager Travis said that to make it more of a security fence like you are wanting we should put it in the concrete then use the bracket. Per suggest by me after the 1st install was badly done and damaged to my wall.
  
  
  
  
  Sincerely,
  
  
  ********* *****

  Customer Answer

  Date: 06/01/2022

  To who. It may concern 

  
  

  I have attached where the fence company said the quote was for a security fence which they said it was not in their reply to you at the BBB.   Proof the reply was a lie from the company.   

  
  

  I will never understand how the BBB is protecting a company that lies in their response saying the company did what they could to fix the issue.  They damage my retaining wall and have not fixed it 

  

  Business Response

  Date: 06/02/2022

  The company stands by its previous statements while also adding that the customer's "proof" that the company was lying is based on information relayed to her from a third-party that is unrelated to the company.  We do not know why the third-party communicated what it did, but the company never represented that this residential fence was a commercial grade barrier. 

   

   

  Customer Answer

  Date: 06/02/2022

  Complaint: ********
  
  
  ROC THE PERSON THAT SENT THE ESTIMATE AMD WAS THE SAME SALES PEROSN THAT CAME TO MY PROPERTY IS FRO. THE DECK AND FENCE DEPOTS NOT A 3RD PARTY.
  
  ROC THE SALES MAN STATED IT WAS A SAFTLY FENCE.
  
  THE PERSO. TRAVIS THAT ALSO STATED IT WAS FOR A SECURITY FENCE ON THE OPTIONS PROVIDED TO THE DECK AMD FENCE DEPOTS. THEY ALSO STATED IT WAS FOR A SECURITY FENCE FOR THE DRIVEWAY.
  
  PLEASE EXPLAIN HOW THIS IS A 3RD PARTY ISSUE. WE HAD MYSELF, DECK AND FENCE DEPOT. THE ONLY 3RD PARTY THAT WAS ON MY PROPERTY WAS THE CONTRACTOR THE DECK AND FENCE DEPOT HIRED TO TRY TO FIX THE WALL THAT INSTALLED THE WRONG BRICK AND LEFT LARGE GAPS THAT ALLOW WATER TO GET BEHIND THE WALL.
  
  THERE WAS NO 3RD PARTY INVOLVED. THE EMAIL SHOWS THE INTENT FOR THE FENCE WE WERE LOOKING TO HAVE INSTALLED DECK AND FENCE DEPOT. THE EMAIL PROOF ACTUALLY SHOWS THAT DECK AND FENCE DEPOT NOT ONLY GOT TOLD BY US THE INTENT FOR THE FENCE BUT ALSO OUR RELATOR. THEY RESPONDED TO US THE CUSTOMER AND A 3RD PARTY OUR REALTOR UNDERSTANDING THE WANT/NEED FOR THE FENCE. THEY STILL SOLD US A FENCE THEY SAID AFTER THE FACT WAS NOT WHAT THE CUSOTMER (MYSELF) OR A REPRESENTATIVE OF THE CUSTOMER OUR REALTOR ASKED FOR.
  
  PLEASE EXPLAIN THE 3RD PARTY YOU ARE TALKING ABOUT. THE EMAIL SHOW OUR INTENT FOR THE FENCE.
  
  
  
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 06/03/2022

  The company continues to stand by its previous statements.

  Customer Answer

  Date: 06/07/2022

  The company has not addressed the gaps and issue left with the wall they damaged during the install of the fence.
  
  1. Dry dark gray concrete on the edges of several stone caps from the 1st and 2nd time of installing the fence. Not acceptable
  
  2. We can visible see the under layer bricks were broken to put in place by the 3rd party contractors you hired. The back 1/4 of the brick was broken off to fit in. The brick also sticks out on the front side about 1/4 of an inch. Rather then the proper way per multiple reputable retaining wall contractors. Which is to remove the layer around it to fit the brick and align it. Then to back fill it to prevent water damage in the future. All the reputable wall companies, included Travis cousin that you asked to come on my property for a bid, also said the proper way to install it was to remove the layers. The install not complete properly is not acceptable.
  
  3. The fact that the contractor broke underlayment brick to fix it in is a visable and structural issue. Not acceptable
  
  4. That fact the multiple brick stick a 1/4 inch out further on the side facing out. Is a structural issue and shows the bricks were not installed properly. Structural and visual issues. Not acceptable
  
  5. large gap behind the cap stone that use to have a compressed wood to block water from draining behind the brick was not replaced by the 3rd party contractor you hired. This will cause water damage over time. Structural and visible issue. Not acceptable
  
  6. There are a few polls on the drive way that the installed reused that Bryan did not replace. Structural issue. Not acceptable
  
  7. Stone cap about a 1/4 inch further out from the 3rd party contractor moving stone cap to try to fit his replacement in. We watched this happen. Those stone cap are now loss and not secure to the lower layer of bricks. Structural and visual issue. Not acceptable
  
  8. Large gap behind the broken underlayer of rock visible from the deck. Structural issue. Not acceptable
  
  9. Large gap under fence by gate next to driveway and garage door. Structural issue acceptable
  
  10. No back fill was used by the 3rd party contractor. Structural issue. Not acceptable
  11. Corner the was hand broken and does not look like a corner.
  
  12. Gap under corner stone.
  
  13. Installed two different color bricks. One color fornthe stone cap and a second for the underneath brick.
  This has not be a pleasant experience throughout the 6 months so far. We appreciate you trying to make it right but the patch job needs a repair done by a professional wall company.
  
  We understand the frustration of a contractor not doing a job and cause issue. As you are that contractor to us. We are sorry the 3rd party contractor you hired and choose did a terrible job and left my wall structural integrity in question.
  
  
  
  
  
  Sincerely,
  
  
  ********* *****