ComplaintsforBig Jerry's Fencing, LLC

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  New fence installed 1/4/2022. I had emailed with attachments & after calling several times throughout the day without a response on 12/23/2022, finally receiving a phone call back just before 5PM. I mentioned that our gate had come completely off & I sent in pictures earlier that morning. A company rep was able to pull up the pictures, verify things, & mentioned that he had a couple of crews nearby & would give me a call right back for the repair. I did not hear back. I continued to call on 12/24/2022 & 12/26/2022. I also emailed twice on 12/26. On 12/26, I spoke with someone who said he was from the ******* office and I can't remember the name (although I thought he said something to the effect of *****): having nearly the same conversation essentially except this time he added he would find out who performed the installation b/c it should not have been done with ****** **** would call me back. On 12/27/2022, a customer service rep got involved mentioning that she had spoken with the Operations Team and they say that this is not covered and there is a $400 repair quote. To no avail, I mentioned to her that I had previously spoken twice to company representatives and they were to send a crew out, so why now, all of a sudden am I being given a repair quote. Nevertheless, I would like for the gate to be fully repaired. I have spoken with other fencing professionals that were frankly shocked at the poor workmanship, citing that between the gate and the strip nearing my home, the single post had too much weight to support it even on a normal day, aside from naturally occurring weather conditions, and at minimum another post should have been installed to provide additional support. Interestingly, I see where a hole for a supporting post was, indeed, started yet abandoned at the time of installation. 3 homes beside me have 15+ year old fences that are still standing, 1 of which a tree fell on it over a month ago ... but even its still going strong.

  Business response

  01/05/2023

  The customer called us on days that our office was closed for the holidays. We were closed on 12/23-12/26, returning to normal business hours on 12/27. After we reopened our office from the holiday on 12/27, we reached out to the customer at 8:20 am to let her know we received her email/messages. Our Operations team promptly reviewed the pictures that were sent and determined that her fence was installed correctly and that the damage was from the storm, which is not covered by our warranty. We notified the customer by 12:38 and sent her a repair quote that same day. She responded saying she would be posting on social platforms to express her disappointment, which she did on ******* In her review she even admitted that it was storm damage saying In December 2022, strong winds knocked the gate door off the fence. Again, Acts of God are not covered by the warranty. We have not been able to locate who she spoke with, as our office was closed at the times she said she spoke with someone. 

  Per the contract that she signed on 11/16/21:

  "Warranty does not include Sagging or Warping of Gates. Please ask our Staff about the upgraded Wood Gate with Metal Frame. Also excluded are Acts of God, vandalism,climbing, vehicular damage, swinging on gates and normal wear and tear. In the event your fence is in need of repair, all repairs will be made within 30 days of notification and may be subject to a charge if the damage is found to be caused by anything other than installation error."

  Customer response

  01/09/2023

   
  Complaint: 18655530
  
  I am rejecting this response because
  
  I never posted anything.  Im the husband of the poster that was referenced.  Perhaps getting boots on the ground outside initial installation and subsequent immediate payment would be of great benefit.  The fence was never installed correctly.  Hence, the workmanship speaks for itself.  See initial complaint.  Again:  My attached pictures show there was obviously too much weight placed on this specific section of our fence: the only single post (without a supporting post) for that part of fence and one of our two gates.  Our brand new Big Jerrys fence is the newest fence in not only our immediate subdivision, but of nearby subdivisions as well.  Only this part of the fence in our entire subdivision and surrounding subdivisions was impacted.  I personally had two separate conversations with company reps that twice implied that crews were nearby and would be dispatched after they touched base with the nearby crews and gave me a callback (twice). Buyer beware of their ability to stand by their workmanship and/or quality control processes, and Acts of God hiding.
  
  Desired resolution:  In-warranty repair as previously implied on the phone.  This time, however, with additional supporting post that should likely have been originally initially installed. 
  
  Sincerely,
  
  *************************

  Business response

  01/12/2023

  We made multiple attempts to contact the customer this week and were able to get ahold of him today. I had the opportunity to speak with Torrii this morning and it was determined that another Big Jerrys Fencing office was contacted over the weekend of 12/23-12/26, not our location. Big Jerrys Fencing locations are independently owned and operated and the office that he spoke with was not in his service area and is not affiliated with our ***** *************** Our office was closed as stated on ******* and we reached out to him as soon as we reopened on Tuesday 12/27. We offered him a very reasonable quote of $400 to repair his gate that was damaged by the storm on 12/27 we typically charge a minimum of $500 plus the cost of repairs. His gate was built correctly and according to industry standards (we do not use screws); storm damage is not covered by the warranty. In our conversation this morning I once again offered to repair his gate damage for the reduced quoted amount of $400. I also followed up with an email with the information above and asked him to reach out to us if he would like to proceed with the repairs. 

  The contract and project is under ******************* and I have also attached her review of our company where she states that "strong winds knocked the gate off"

  Also, the customer's fence was completed on January 10, 2020 and we have not had any correspondence or reports of any issues with their gate until the storm almost one year later. If there were an installation error it would have been evident within the year, before the storm. Looking at the pictures sent in by the customer, it shows that their fence was installed correctly and that the damage was due to high winds (as the customer acknowledges as well).

  Customer response

  01/14/2023

   
  Complaint: 18655530
  
  I am rejecting this response because:

  As mentioned in my original complaint details,  I emailed pictures.  The  email address I used was ******************************** This email address was actually a reply to a previous install quote from your ***** Springs office.  Thus, there was email and call communication with the correct office. There was no out-of-office notification received from my email, similarly there was no out-of-office notification when I called and left a message.
  

  Besides, how did you (mysteriously) know to reach out to me (again) on 12/27, had I not first communicated with your office. Moreover, as I mentioned in the original complaint, over the phone, the company rep was able to pull up the pictures from this very email, verify things, & mentioned that he had a couple of crews nearby & would give me a call right back for the repair. 
  
   Your quote: "Also, the customer's fence was completed on January 10, 2020 and we have not had any correspondence or reports of any issues with their gate until the storm almost one year later."  
   
   After "so called" completion, your office reached out to us for payment.  Upon which, we mentioned that we were not able to close our new gate.  How's that for quality control?  Your office had a crew come back out the following day so that we could actually close our gate.
   
   After all this deflection, as I previously mentioned, the independent and without bias, fence installers that I've contacted mentioned that the gate was not initially installed to be structurally sound.  That means it wouldn't and didn't take much for it to end up as it did:  Unlike all the fences that are still up without issue after 15+ years around our and neighboring subdivisions, we woke up to our entire gate laying completely on the ground.  Although I fully disagree, at least I know that your office's business decision is that it is not covered under warranty.  By the way, we never had a problem with our other gate (a total of 2; not that your office asked) sense its construction is different (inconsistent, I my add) from our problem gate and is structurally sound.           

  
  Sincerely,
  
  *************************

• Initial Complaint

  11/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Fence installation - two-day job is now in the 8th week. Before install, I requested a project manager to meet me and that an English-speaking person be on site. I received confirmation of this request, but it wasn't fulfilled. The 1st install (9/15) was incorrect in many ways. There had to be a total rebuild. I told them the utility lines markings had disappeared and needed to be remarked. They didn't have them remarked and begin the 2nd install (10/4). They came back to make minor repairs and I discovered that they did not follow the contract and place a 90 degree angle on a corner, now my decking and steps can't be installed correctly. They tried to say I should have told them about the deck and step install (has nothing to do with a fence that clearly was a 90-degree angle in the design). On Oct 27th, someone came out and found 5 pickets that need replacing. I haven't heard from him since. On November 1st, there were many power surges in my house and smoke began to permeate the hallway. I had to call an electrician ($235). I also had to take a day off work ($175). The electrician discovered that Big Jerry’s had cut the feeder wires to my house. **** ****** found 3 different locations where the lines were cut – they had to place a temporary line from a transformer to my house. The power surges fried my washer (had to buy a new one for $616.00) and a board in my oven (don't have the price for this yet). The **** ****** investigators have been to my house on 3 different occasions. I can't fill the holes or get the clay covered until the investigation is complete. I have paid them the initial deposit ($2,164.00) and owe them $2,151.50. I can’t trust anything they say and frankly do not want to deal with them ever again! ! I think, we should both cut our losses and mark me as paid in full. I’ll be left to clean up the mess. I also expect to have problems with my telecommunication as they covered it with concrete, see picture.

  Business response

  11/15/2022

  September 15-19: Original Installation. All underground utilities were marked.
  September 20: Customer sent an email stating that she has several issues and wants someone to inspect the fence.
  September 21: We came by to inspect the fence and we agreed to make repairs. She also stated that she has an HVAC company scheduled to come out on September 30 to install a new unit so we need to wait until after that is complete to make our repairs.
  October 4: Customer sent an email with additional concerns and threatened to contact the BBB, every social media outlet and the local TV stations.
  October 4-5: Another crew came out and completely rebuilt the fence at no cost to her. The fence was built in the same layout as the original install. The underground utilities were marked.
  October 6: The installer went back out and the customer only let him replace a cap on the fence, wanted other items fixed on another day.
  October 7: 2 people from our office called the customer to let her know that we have her scheduled on 10/10 for repairs. Customer sent an email with another punch list of items but said she is overall happy with the quality of her fence and commended our manager for his efforts. The customer even tipped the installers.
  October 10: Repaired items for the customer
  October 11: We sent the customer her final invoice. Customer responded stating that the steps of a future deck that we were never told about would interfere with a corner not being completely square.
  October 18: We sent her final bill once again as her fence was complete and we took care of outstanding items that she sent in. Customer sent another email and asked us to come up with a solution again for her deck that isn’t built yet.
  October 27: Our manager went out and met with her. We told her that we cannot move her fence in the corner for the future deck. The fence is within 1” of being square and within tolerance. She pointed out 5 pickets that she is unhappy with, that are not covered by our warranty, and we offered to replace them for free if she pays her remaining balance.
  October 27: Customer sent an email refusing to pay her balance and wants compensation for her time and listed out more concerns. Customer asked us to not call her.
  November 1: Customer sent an email saying that a utility line was hit and was waiting for **** ****** to confirm. This is nearly a month after any digging occurred. Please note that the customer signed our contract (attached) that states: In the event that we hit a line (public or private) the customer agrees that Big Jerry’s Fencing is not liable for any potential costs associated with the repair of that line. Big Jerry's Fencing is not liable for any damage to any utility lines (Public or Private), or any underground lines or drainage pipes of any sort. If a utility company invoices Big Jerry’s Fencing for a repair, then the customer agrees to assume responsibility and liability of said invoice.
  November 2: Customer sent 3 emails listing items for us to pay for and demanded compensation. She also threatened attorneys. We replied stating that we received her emails and were looking into her claims.
  November 4: We received a call from someone stating they were with **** ****** and they are doing their own investigation, however, we have still not received a returned call and have attempted to contact that person via call and text on the number they called us with no response. In addition, we have contacted Duke Energy directly trying to get a ticket or case number, and they have no record of any damage or claim in their system.
  November 14: We reached out to the customer to let her know that we are awaiting **** ******’s investigation results. The customer replied back threatening to contact the Attorney General’s Office. 

• Initial Complaint

  05/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The fence I purchased is leaning and wobbling. This will cause the fence to come apart, cause physical harm to people and shorten the fence's life. I have made every effort for the past 8 weeks after the installation but the issue is still there. Timeline below March 16 – installation of fence March 19 – customer reported the issue of the fence leaning and wobbling. This will cause the fence to come apart, cause physical harm to people, and shorten the fence's reliability. March 21 – first repair occurred. April 1 – reported the issue that the repair did not hold, and the fence is leaning and wobbling; the fix was not corrected. April 6 – I reached out to big jerry’s fence because of no response April 12 – I reached out to big jerry’s fence again because of no response April 13 – The operation manager came on-site and assured me that will would address the issue promptly on the week of April 18th. April 22 – No one came out on the week of April 18th. I reached out to big jerry’s vinyl fence again. April 25 - Second repair person came for about 15min and left. No communication whatsoever. I have to reach out to get any updates. April 26 – I reached out to big jerry’s fence again to report the leaning and wobbling of the fence is still an issue. April 28 - I reached out to big jerry’s fence because of no response April 29 - I reached out to big jerry’s fence and requested update. May 2 – response back from big jerry’s fence that will be contacted by someone this week. May 6 – I reached out to big jerry’s fence because of no response May 6 – big jerry’s fence responded by saying. It's an external factor, and it's no longer their responsibility. Big jerry also provided no proof of the external factor. link to the issue

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