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:03/28/2024

  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.

  In 2019 I purchased chain link fence, I asked for 9gauge wire due to previous experience with fencing and knowing exactly what was needed for my dogs. I asked for this to be black vinyl coated. I seen that my dogs were crawling under and biting through the fence. I never thought to measure the fence to make sure the fence was 9guage, I trusted the company, Imperial Fence was installing this, what I thought was 9 gauge wire with black coating. I had another company come out to give a bid for something heavier than 9 gauge fence and they informed me that I actually had 11.5 guage fence covered in black vinyl. I specifically asked for 9 gauge, no one asked questions or informed me that I was not getting 9 gauge which is written on my receipt and bid. This was and is a VERY misleading practice with vinyl coated fence. The sales person should have informed me or asked questions so that I could have made an educated choice. I was never told there was a difference in vinyl or galvanized fence. The purpose of this 6ft 9gauge fence is to secure my two Doberman Pinschers for the safety of both, my dogs and people. There is a huge difference in 11.5 gauge wire and 9gauge wire, covered in black vinyl, the 11.5 is extremely flimsy.

  

  Business Response

  Date: 04/09/2024

  ************************* was given exactly what she ordered and had zero issues we were aware of with the product for over 5 years before issuing this complaint.

  Her original work was completed on 3/19/19 and we did another job for her on 2/11/20, and another job for her on 5/11/20. She was so satisfied with our service and quality that she even recommended us to her son and we did a job for him on 6/7/22 which was 4 years and 3 months after the initial installation of the fence she has now filed a complaint for.

  She was given a written proposal stating exactly what the height and fabric gauge was along with a layout diagram and costs for her installation when she accepted the proposal as she was also given each time we did additional work for her.

  On one of the additional jobs we performed on 5/11/20 we installed 8 gauge for her because the dogs were tearing up her fence, so she clearly knew the difference 3 years and 10 months prior to this complaint. ************************* sat in my office and claimed to be astute when it came to chain link fence and was used to dealing with galvanized fence not vinyl coated fence and we were at fault for giving her a written proposal detailing exactly what we were using and we installed exactly what was ordered every time.

  There are tags on all chain link fence fabric that state what the gauge of the fabric is, which clearly stated 9 gauge which is what we installed. This complaint is slanderous against a company that prides itself on quality and service and goes above and beyond to take care of its customers.

  Customer Answer

  Date: 04/13/2024

  I moved to this residence 12/30/2018, I contacted Imperial Fence to get an estimate and to have a fence installed before I picked up my doberman. Previously, having a doberman and he messing up a privacy fence, I went to an expert (another fence company) and asked what I should do.  I was told to get a 6 ft 9gauge fence (this fence was galvanized and the other company has retired) I never had an issue with that fence. This is why I specifically asked Imperial Fence for 9 gauge 6ft Chain link fence with the black vinyl coating because I thought the black vinyl would look nice. Imperial Fence measured, gave the estimate and did not ask any questions about the purchase and also did not share any specifications. (I would think when a consumer asks for a 6ft 9 gauge fence for residential property, the professional would inquire as to why, to ensure the consumer is getting what were intentionally asking for.) I thought, as a consumer, the fence that I paid over $12k for was exactly what I asked for, 9 gauge, 6ft fence and was confused why this doberman was bending the mesh, when my last, much larger dog was not able to at my old residence. 
  
  
  Imperial Fence (*************) states in the very first sentence there were zero issues we were aware of with the product for over 5 years. This is an ABSOLUTE FALSE statement, he even contradicts himself later in his explanation of when I asked for something stronger. (obviously theres an issue 11mths in).
  
  
  Before I knew that I actually received 11.5 gauge mesh with vinyl, As he stated, I did refer my son and I did call them out to put a gate, $898, and at that time, I questioned the sales guy about how the dog was bending the fence and told him that I need something stronger for this kennel.  The sale rep offered 8 gauge, did NOT mention that what was placed in the back yard, is in reality, 11.5 gauge wire. (Why was I not informed that the back is much thinner than 9 gauge wire?) So I bought the 8 gauge, another $6086, this was the 05/11/2020. The dog isnt bending this. Which now I find out is actually 9 gauge, what I was initially asking for.  (Had I only been informed by the sales agent.) All I knew was that the original fence that I ask to be 9 gauge, paid $12,328.00 for was not holding up after only 11mths.  Mind you, I still think this is 9 gauge wire with black vinyl coating.  Had I only been informed, I would have paid the extra $1,500.00 to have what I wanted, plus we wouldnt be going through this. 
  
  
  Since the mesh is getting messed up, I think I have 9 gauge wire, so it is my issue, so I am getting some quotes from several other companies and 2 of them pointed out that the fence is in reality 11.5 gauge wire with black vinyl, which makes sense because I have locked the dog in the kennel (8g) and he hasnt done anything to it. So, I measured the wire under the vinyl and that was exactly correct 11.5 gauge.  I was stunned and then went to pull my estimate where it clearly says 9 gauge and Imperial Fence did not tell me any of this.  
  
  
  Since I recently found this out, I have done a lot of research.  I found that a true 9 gauge will measure 2in. per square, while the 11.5 thinner will measure 2 1/4. The picture I provided proves that what I asked for is NOT what was installed.  I also found out that according to the **** 668 ***************** for Testing and *********************** Standards Worldwide) If it isnt specified on the invoice finished or core wire it should be interpreted to mean the Core Wire is 9 gauge and what I have in the back yard most certainly is NOT. 
  
  
  I have uploaded all documentation of my findings and my invoice which clearly does NOT specify so I, as a consumer, would think I am getting 9 gauge core before and even after researching this. Documents uploaded in original complaint. 
  
  
  I do want to point out, I appreciate that Imperial Fence (**************) acknowledges, in his statement, that I have been a good customer and used this company several times.  I have spent $19,403.00 with this company.  I feel that a mistake was made and all I am asking is to have what I originally requested.  I am not asking for any refunds or money.  Again, If they would have said 9 gauge was $1500.00 more in cost, I would have paid it and still would.  I am not trying to be difficult, I am only wanting what I actually requested.  As a company 'that prides itself on quality and service and goes above and beyond to take care of its customer" to own that a mistake was made and they didn't analyze the need and what I was requesting in the first place. 

  Stating that this complaint is slanderous is a totally ridiculous statement.  

  Customer Answer

  Date: 04/13/2024

  Complaint: 21500411
  
  I am rejecting this response because: This is not resolving the issue

  I moved to this residence 12/30/2018, I contacted Imperial Fence to get an estimate and to have a fence installed before I picked up my doberman. Previously, having a doberman and he messing up a privacy fence, I went to an expert (another fence company) and asked what I should do.  I was told to get a 6 ft 9gauge fence (this fence was galvanized and the other company has retired) I never had an issue with that fence. This is why I specifically asked Imperial Fence for 9 gauge 6ft Chain link fence with the black vinyl coating because I thought the black vinyl would look nice. Imperial Fence measured, gave the estimate and did not ask any questions about the purchase and also did not share any specifications. (I would think when a consumer asks for a 6ft 9 gauge fence for residential property, the professional would inquire as to why, to ensure the consumer is getting what were intentionally asking for.) I thought, as a consumer, the fence that I paid over $12k for was exactly what I asked for, 9 gauge, 6ft fence and was confused why this doberman was bending the mesh, when my last, much larger dog was not able to at my old residence. 
  
  
  Imperial Fence (*************) states in the very first sentence there were zero issues we were aware of with the product for over 5 years. This is an ABSOLUTE FALSE statement, he even contradicts himself later in his explanation of when I asked for something stronger. (obviously theres an issue 11mths in).
  
  
  Before I knew that I actually received 11.5 gauge mesh with vinyl, As he stated, I did refer my son and I did call them out to put a gate, $898, and at that time, I questioned the sales guy about how the dog was bending the fence and told him that I need something stronger for this kennel.  The sale rep offered 8 gauge, did NOT mention that what was placed in the back yard, is in reality, 11.5 gauge wire. (Why was I not informed that the back is much thinner than 9 gauge wire?) So I bought the 8 gauge, another $6086, this was the 05/11/2020. The dog isnt bending this. Which now I find out is actually 9 gauge, what I was initially asking for.  (Had I only been informed by the sales agent.) All I knew was that the original fence that I ask to be 9 gauge, paid $12,328.00 for was not holding up after only 11mths.  Mind you, I still think this is 9 gauge wire with black vinyl coating.  Had I only been informed, I would have paid the extra $1,500.00 to have what I wanted, plus we wouldnt be going through this. 
  
  
  Since the mesh is getting messed up, I think I have 9 gauge wire, so it is my issue, so I am getting some quotes from several other companies and 2 of them pointed out that the fence is in reality 11.5 gauge wire with black vinyl, which makes sense because I have locked the dog in the kennel (8g) and he hasnt done anything to it. So, I measured the wire under the vinyl and that was exactly correct 11.5 gauge.  I was stunned and then went to pull my estimate where it clearly says 9 gauge and Imperial Fence did not tell me any of this.  
  
  
  Since I recently found this out, I have done a lot of research.  I found that a true 9 gauge will measure 2in. per square, while the 11.5 thinner will measure 2 1/4. The picture I provided proves that what I asked for is NOT what was installed.  I also found out that according to the **** 668 ***************** for Testing and *********************** Standards Worldwide) If it isnt specified on the invoice finished or core wire it should be interpreted to mean the Core Wire is 9 gauge and what I have in the back yard most certainly is NOT. 
  
  
  I have uploaded all documentation of my findings and my invoice which clearly does NOT specify so I, as a consumer, would think I am getting 9 gauge core before and even after researching this. Documents uploaded in original complaint. 
  
  
  I do want to point out, I appreciate that Imperial Fence (**************) acknowledges, in his statement, that I have been a good customer and used this company several times.  I have spent $19,403.00 with this company.  I feel that a mistake was made and all I am asking is to have what I originally requested.  I am not asking for any refunds or money.  Again, If they would have said 9 gauge was $1500.00 more in cost, I would have paid it and still would.  I am not trying to be difficult, I am only wanting what I actually requested.  As a company 'that prides itself on quality and service and goes above and beyond to take care of its customer" to own that a mistake was made and they didn't analyze the need and what I was requesting in the first place. 

  
  Stating that this complaint is slanderous is a totally ridiculous statement!!
  
  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/23/2024

  *********************** received exactly what she ordered. A couple days before this BBB complaint, she sat in our showroom and stated to me when I met with her about her fencing, that she asked our estimator for a 9 gauge core to which I told her "that was a lie". Had she had that conversation with our estimator that is exactly what she would have received.
  Its interesting that nowhere in her complaint does she mention that conversation, She only states that the way chain link gauges are measured is misleading, which it is not, it is industry standard and all fencing is tagged with the finished gauge.
  She simply did not convey her wants because she wasnt educated enough nor did she ask us for our opinions about her needs. I can only assume that was because she had already spoken to another company (as she stated) and they told her galvanized gauges (as she stated) not vinyl coated gauges. Maybe if she had told them her intent was a vinyl coated chain link fence they would have been able to convey the gauge to her correctly.
  Now in her rebuttal she states that she asked for a 9 gauge vinyl coated fence which again is exactly what she received, in all actuality she wanted an 8 gauge vinyl coated fence.Then she states we should have educated her more.
  We are more than happy to talk fence and educate our customers, it is what we do every day and all of our estimators are well versed in all aspects of fence because they are company trained estimators that were also lead fence installers for a minimum of 15 years each. (we have 3 of them)
  ************************* is casting blame on us for selling and providing exactly what she asked for 5 years after the fact. Our company takes care of their customers and gives them exactly what they ask for every time.
  What company doesn't give their customers exactly what they request ? What company doesn't give their customers 2, 3, 4, 5, 10, or more different options if they request them so they can make an educated decision ?
  We do all of the above and try to match every one of our customers needs. We even go as far as to recommend getting multiple bids by multiple companies to make sure theyre getting the best option, the best cost, and the best company for their needs.
  ************************ also states ASTM specifications which do not pertain to her job because there is no ASTM specifications we needed to follow for a back yard fence, however I wish she would have researched as much before her multiple purchases of fence from us then now after 5 years of using the fence.
  I have been in the fence business since 1997 and I have only ever used the same terminology for chain link fence that was used to train me, and I have used the same terminology to train all of our employees since we opened in 2010 and it is the same terminology that we will continue to use to identify and sell our chain link fences and compete with our competitors who use the same terminology which is used industry wide, and is tagged on every roll of chain link fence.
  Our position is and will continue to be that we installed exactly what we were contracted to install,unfortunately she ordered the wrong fence for her needs.
  We consider this matter closed and we will not reply further to any other rebuttals of her complaint. Information...

  Customer Answer

  Date: 04/23/2024

  I am not understanding the good faith effort from this business.  They did not provide the material that I asked and paid for, which I was unaware of until recently.  What was their offer? Thank you for your time. 

• Initial Complaint

  Date:08/06/2023

  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.

  So, my neighbor had Imperial Fence replace their fence. In doing this they took down the gate at the end of my driveway. When they put it back it now no longer latches. My neighbor called them twice asking them to fix this. The neight has already paid for the fence so there's no leverage to hold them accountable. It's been since June 24. I just want my gate fixed. I have dogs and have to rig the gate to keep the dogs in.

  

  Business Response

  Date: 08/21/2023

  I never received the first complaint from the BBB in regards to ******** ********** repair nor were we asked by our customer to repair ********* fence that we show record of, however ******** contacted us directly the week of 8/7/23 and we sent a crew out to make the repairs to her gate that were required.
  I received what is called a second notice of the complaint today in the mail and immediately called ******** and left her a message stating that I thought we had spoken and that the repair was done and to make sure ******** didn't need additional work done to fix the situation. hopefully all repairs are done and this notice simply crossed in the mail, but if additional repairs are needed we will certainly take care of it immediately.

  Customer Answer

  Date: 08/23/2023

  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. I spoke with **** after this and explained that while it appeared that following my initial complaint someone had come out and possibly worked on the gate it still didn't remain latched well when jostled. As I have dogs this was not acceptable as they could get out. 8/22/23 a person named Justin came out and further fixed the gate and it now appears to latch adequately to keep my dogs in. I appreciate the company's response and fixing of the gate issue.
  
  Sincerely,
  
  ******** ********