ComplaintsforFence & Deck Depot

• Initial Complaint

  05/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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 response

  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

  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 response

  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

  06/03/2022

  The company continues to stand by its previous statements.

  Customer response

  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,
  
  
  ********* *****

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a fence installed in January of 2021. This was paid for by Country Companies. The gates were not installed properly and were sagging. I sent multiple emails and made multiple phone calls to get this rectified. The regional person kept showing up with no supplies and saying he would be back. He was highly inappropriate in his behavior asking for photos of me. When the owner came out he did not resolve the issue and the gates were not changed until April. On January 21, 2022 I called to report the hingeds were falling of the gates and the gates would not close. The owner **** ****** refused to repair the gates. This is an installation issue not a manufacturing issue.

  

  Business response

  01/22/2022

  Our company's foundation is based on company values that we adhere to every day and which are instilled into our company by our owner.  When we do something wrong, we make it right.  But we also must not be taken advantage of as in this case.  Our company is mindful of the well-being and safety of our customers and employees.  As such this company will not further expose our employees to this  person.  We wish this person the best in their future.  

  Customer response

  01/24/2022

  ********** ********
  
  I am rejecting this response because:  This was a claim paid for by an inusrance company.  The work is faulty and less than a year after installation the hinges are coming out of the fence as shown in the photo I submitted.  The gates will not close.  This is an installation error, not a warranty error.  This needs to be fixed by the installer.
  
  
  
  Sincerely,
  
  ***** *****

  

  Business response

  01/24/2022

  The company's response has not changed from the previous statement.  

• Initial Complaint

  12/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We met with the salesman on 9-10-2021 to have a chain link fence installed on the side of our house to meet the existing fence at the front and back. We instructed them to build it three feet from the neighbor's fence and to make sure to leave it alone, as it was in bad shape. We paid $575 down for a total cost of $1,730.40. After installation on 11-19-2021, the fence was not only against the neighbor's fence, but the installers knocked down a large portion of the neighbor's fence. They also didn't have a tension wire installed at the bottom and the fence didn't even reach in ground in multiple parts. We've called repeatedly and tried to resolve our issues, but they've done a terrible job of calling us back and it's taken weeks. One manager came to the house and stated that I never told the salesman where to build it, and that he would have the salesman come speak to me when I disputed this, which never happened. Finally the owner came out and said that they weren't going to fix it, even though in obtaining the permit the property line was clearly marked, and the fence was installed outside of it. We ask that they either install the job to our specifications or come remove the fence from our neighbor's property and refund our money so we can have another company install what we need.

  

  Business response

  12/17/2021

  This is not the experience any of us want but facts are being twisted.  The contract you signed clearly shows the placement of the new fence with the comment, "tie into the existing fence" - which is exactly what we did.  If you would have remembered to instruct us to move the fence prior to installation: 1) we would have, 2) we would have indicated this on the contract and 3) there would have been additional line item charges for moving parts of an existing fence as well.  We are sorry that we made a mistake and not install the tension wire the day we installed the fence.  However, when we followed up with you after the installation of the new fence, your only comment was about the missing tension wire and nothing about the placement of your fence.  We also came and installed the tension wire within days after you let us know of our mistake of not installing it.  While the chain link fence was installed according to American Fence Association standards and best practices, your ground is filled with divots and ruts which results in the fence not touching the bottom of those gaps.  We recommend filling those ruts and gaps with fill dirt.  As you admitted in person, your existing fence that you instructed us to tie into was over your property line.  Your neighbors fence was not harmed during the installation and we do not appreciate the accusation.  As we executed on all terms and conditions of a very transparent contract, we expect the final balance paid in full.  We are willing to remove the fence for additional compensation.

  Customer response

  12/17/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  There are multiple inaccuracies in that response.  First, the contract calls for the fence to tie-in to the front and back fence.  There is no mention of running up to the neighbor's fence.  In fact, I told the salesman to leave three feet in between the fences so we could mow the area, and he said that would be no problem.

  Secondly, we were not home at the time of installation, as we were told it wasn't necessary.  But when we returned home and saw the finished product, the fence was up against the neighbor's fence and that existing fence was knocked down in multiple places.

  When I discussed this with the manager who came to my home he didn't even deny that this had happened.  He just said the old fence was in bad shape so it wasn't his fault.  Now you're responding that it didn't even happen.

  Finally, I repeat that the permit had the property line marked clearly and the fence was placed on the wrong side of that flag.
  
  Sincerely,
  
  ******* ******

  

  Business response

  12/20/2021

  The company stands by its previous comments.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This letter is a complaint against Fence & Deck Depot Co., **** ***** *** *** ******** ** ****** and I would like BBB's assistance in resolving this dispute. My dispute with Fence & Depot involves the refund of a deposit in the amount of $3,000.00, for a fence project which the company never installed due to a failure to obtain the necessary permit. The specifics of the case are detailed below: On April 1, 2021, I signed a contract with Fence and Depot for the installation of a residential fence at my home located at **** ********* *** ****** ** *****. The contracted total amount for the project was $14,033.23, including a deposit of $3,000.00. The agreed starting date of the project was during the weeks of April 14 or April 21. On April 6, I paid Fence and Deck the initial deposit of $3,000.00 with a personal check. On May 19, I was informed by the City of Ladue that the plan submitted by Fence and Depot failed permit requirements. Reluctantly, I agreed to the company's suggestion of significantly changing the style of the fence in order to obtain the permit. On July 2, I was informed by the City of Ladue that Fence and Depot's revised fence style and plan again failed permit requirements. After the company's continued failure to obtain the permit and proceed with the project, I informed Fence and Depot on August 19 to cancel the project and refund my deposit. Mr. *** ******* of Fence and Depot responded that they could cancel the project but not refund my deposit. The reason given by Mr. ******* was they had already purchased material for the project. Since August, I have contacted Fence and Depot repeatedly for the refund of my deposit, without resolution. As I explained to Mr. ******* on multiple occasions, having been in the fence and deck business for 20 years, they were fully aware that they could not install a residential fence in the City of Ladue without a permit; even if they did order material with my deposit, doing so prior to obtaining the permit was a calculated risk they decided to take. I was never informed of their decision, nor did I ever agree to it. They gambled and lost. I should not be asked to pay for their mistake. As stated above, I hope BBB is able to assist in the resolution of this matter.

  

  Business response

  10/27/2021

  Mr. **,
  We share your frustration with this project.  To remind you of a few important facts, however:
  1.  Your original fence choice failed permit requirements not due to the design of the fence layout, but due to the choice of materials that you made.
  2.  While you then adjusted by selecting a different material, you made this decision freely.
  3.  We have an email from your municipality stating that they would approve the installation of your fence using the material you selected the second time.
  4.  We have an email from you on August 20 in which you state “I am going to pay, but I don’t need” in response to an email in which we said that we had already purchased the material.
  5.  The terms and conditions of the contract mutually agreed to between you and the company states “In the event that Customer breaches this Agreement, Customer shall be responsible, in addition to restocking fees and all other amounts due under this Agreement, for all costs and expenses incurred by Fence & Deck Depot in enforcing the terms of this Contract, including, but not limited to, attorneys’ fees, Court costs, all costs of collection and collection agency fees.”
  
  We appreciate the frustration of this project.  But we must ask for customers to be accountable for their actions including the failure to obtain a permit as well as changing their mind about the scope of the project long after an agreement has been reached.
  
  

  Customer response

  11/12/2021

  This letter is in reference to my complaint ID ******** against Fence & Deck Depot Co., 1432 South Dr., St. Charles, MO 63303.  I would like to continue my complaint and respond as follows:

  The fence design failed permit requirements due to it's originally designed dimensions (over the maximum height allowed).

  There was no breach of contract on my part.  To this day, no product has been supplied, nor any service provided by Fence & Deck Depot.  If anything, the breach is from the business.

  In addition, no where in the contract does it state that the project deposit equates to a restocking fee.  On the contrary, Fence & Deck Depot's staff mentioned on multiple occasions that the amount had been used to purchase material for the project.  If this was indeed the case, in lieu of a refund, I demand this material to be handed to me along with proper invoice showing corresponding amount paid by the business.

  Thank you for your assistance in the resolution of this matter.

  

  Business response

  11/21/2021

  The company stands by its previous responses to this matter.  We continue to be confused why the consumer does not accept accountability for the terms and conditions of the agreement he willingly agreed to.  Further, the deposit does not represent the full value of the material purchased.  The company has conducted itself within its legal rights in this matter.  The company has reached out to this person to communicate directly.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My fence was installed 2 months ago. Instillation started several hours late, of which we moved work schedules around to plan for. Within a month the fence gate was misaligned, wood has been splitting, and several pieces were discovered to have already been rotten. While the initial repair request was for slight storm damage, these issues have emerged since requesting the repair. Since initially requesting the repair, the company has refused to schedule me for a repair of their installed fence.

  

  Business response

  10/14/2021

  We are surprised to receive this complaint.  We have not refused to address this customer's concerns.  In fact, we had been in contact with this customer regarding his concerns and had already agreed to address his concerns prior to receiving this BBB complaint.  Weather has impacted our schedule, thus pushing back our scheduled work.  However, we have communicated with him that we will expect to make the repairs in the next 2-3 weeks barring additional weather delays.  As we stated to the customer, we are sorry we didn't get the installation right the first time but we have every intention of making it right.

  Customer response

  10/16/2021

  Complaint: ********
  
  I am rejecting this response because: when I originally contacted them on August 12, as indicated in my emails, I was never scheduled. As further indicated in those emails, that was never done. I have been in constant communication with this company. After not being scheduled for two months  I was supposed to be actively scheduled two weeks ago for the end of that week. I have a voicemail to demonstrate this. That did not happen either. I am now supposedly scheduled again but as their response indicated I have no date. Had I been told in August the soonest a repair could be was two to three weeks out and had I been put on the schedule for a repair there would be no issue. However, as the emails I have attached demonstrated this company never scheduled me to begin with and refused to admit that fact for two months. I am now being told on a weekly basis I'll be scheduled within the week. They are now telling you it is two to three weeks out. I no longer know what is going on. Regardless of their actions at this point in time their actions up to this point have been unacceptable with no compensation to make up for this fact. As far as I can tell it has taken three months and a complaint to this organization to get the truth. Which is, prior to this moment I was never actually scheduled. I was affirmatively told the fence was going to be repaired and rotten wood replaced in the week of September 27th. I was told the individual who was going to make the repair was sick. If that was the case, my scheduled repair should have now occurred. But again I'm 2-3 weeks out. Additionally, I want an affirmative response that the rotten/splitting/flawed wood that was installed will be replaced.
  
  
  
  Sincerely,
  
  ****** *********

  

  Business response

  10/18/2021

  We continue to be surprised by your complaints.  We exceeded expectations from our previous response where we said we would be out in 2-3 weeks; we actually adjusted our schedule so that we could come to your yard this past Saturday.  You spoke with our repair technician prior to him starting the work that day.  We even repaired your fence where the tree damage occurred without charging you.  Our Operations Manager will also follow up with you personally.  Thank you for choosing us for your fence project.

*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. ↩