ComplaintsforMr. Fence Co., Inc.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, I am writing in hopes that you are able to help me resolve a major issue that I am currently having with Mr. Fence. I had a *** fence installed in my backyard with Mr. Fence and while putting in the fence, his workers did major damage to my house. They scraped up and ripped apart my driveway as their truck was backing into it. The driver immediately tried to cover up the damages by standing on it. (I have all of that on camera). Mr. Fence filled the holes that the truck made in my driveway with gravel instead of concrete and the gravel that he covered it with already came apart. Also, while installing the *** fence, his worker called me outside as when he was digging in the backyard, he dug into and hit the underground piping for my inground pool and he cracked the pipes. This costed me thousands of dollars to repair from the crack that he caused. The bottom of the fence also does not go all the way down to the ground and we had issues getting the fence to have a permit granted in order to pass the **************** inspection for the fence. He sent his guy back to patch up the missing pieces on the bottom of the fence and only did certain pieces of the fence which was done horribly and I am still missing the bottom of the rest of the fence. I am also having issues with the self-closing portion of the door as that was an extra charge as it is permitted for the permit to be granted. Mr. Fence said if my neighbor's grass is too high then the fence door won't close and I would have to take the hinges off of the of door to higher and lower it. I have no idea how to take this door apart and reinstall it. I am looking for your help to resolve these issues and the damage that he caused to my home. He does not want to make good on any of these issues. After he refused to resolve any of this, I looked into reviews online and see that he has done this to other customers as well.Any help would be greatly appreciated.Thank You,*************************

  Business response

  10/05/2023

  In review of the compaitants account and history. Mr ********************** responds as follows:

  Mr ********************** Installed the ********************** on 4/19/2022

  - 4/21/22 we received an email ( attached) thanking ** for the ********************** and advising of the driveway patch and also potential purchase of a swings.  ( IE : no mention of the pool line)

  - 6/14/22. sent email regarding driveway with some photos and looking for an update on repair.  we advised a repair was generated

  - we received a call that he believed we hit his pool line during install back in April   I'm assuming this was when he went to open his pool (not during install as he said in his complaint). we advised him that our signed contract states we are not responsible for under ground lines that are not marked by the homeowner.  

  we went and fixed the blacktop

  9/13/2022 customer sent an email of the  bill from the pool guy dated 6/25/2022.  I called the pool company because the bill seemed extremely high for a line repair and was advised that all the pool lines were replaced because of corrosion and nothing was noted of our fault of same.  if the line was just hit it would have warranted just a repair not replacement of all lines.  we feel after alll the time line of events he was just trying to put blame on us to recoup his losses.  one the less we once agin advised that our contract states we are not responsible.

   

  9/28/22  ******************* sent another email (attached)   that his door isn't closing, there's a gap under th ********************** , and he failed inspection.  

  1- we set up a repair to adjust the gate - when we got there we noticed the reason the gate went closing was because his grass was to high and preventing the self closing spring from shutting the gate. 

  2- we went and rewatched the black top. he has black top. not cement

  3-  As far as the gaps under the **********************,   to be clear his ********************** is installed completely. he states we are missing bottoms of the **********************. the ********************** cannot stay up without the bottoms.  ?

  we explained to him on the phone and in email attached. that his land/ground is uneven causing the gaps under the **********************.  when we install a vinyl ********************** we keep the tops level for aesthetic purposes.   his options are to fill in the bottom areas that are higher with gravel or dirt. Or we can lower the areas which will than cause the********************** to look uneven. I'm not sure hat he doesn't underderstand

  9/29/2022. fixed black top patch and confirmed gates are working properly

  10/5/2023. as of today. we haven't heard froths customer in over a year.  

  I have provided all correspondence for your review to clear things up. 

  However  we will go back and look at the patch and the gates if they need any repairs

  as far as the **********************. we called the township and the ********************** inspection was cleared and passed on 4/23 therefore there is nothing wrong with the ********************** placement.  As far as the pool lines. we do not take responsibility as per our contract and the comments forms he pool guy. we believe he is just trying to pin that on us.  IF we hit his line like he said in his complaint I believe he would have mentioned it in his very first emails.  

  Finally Mr ********************** has a 4.8 review rating. which can also be checked, we do not have complaints like he says. this just clarifies the validity of his claims. 

   

   

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  4 weeks ago we paid $5900 to this company to build us a mesh fence around our pool to protect our children.1st, the installers did not show up the date they were supposed to and showed up a day later. When they did they were very confused as to where to put the fence for over an hour went back and forth. The installers were so confused, we almost cancelled on the spot until *** came to smooth things over and told us everything was under control and explained to the installers where to put it. While *** was there, we went over with him where a water line went under the ground and a sprinkler close to the fence line. He told us not to worry, they wont hit it and wont be a problem. Well, it was and they got both the lines and the sprinkler. We paid $500 out of pocket to repair this. Called to inform them and the woman we spoke to was rude and did not care. Further, we were very nice and gave each of the installers bottles of cold water several times every day while they were installing the fence. We found about 30 half empty water bottles in the pool and filter when they left. Terrible!2nd, and the real reason we are complaining is we were walking around the fence in the back part and just noticed the mesh is tearing in 2 of the panels that were installed. We called the business to inform them of this and they said a branch mustve fell on it and gave the impression they are not responsible. There are no trees by this mesh thats torn and there has not been any storms and again this was installed less than a month ago. We need this business to replace these 2 panels with the torn mesh they installed.

  Business response

  07/19/2022

  Mr Fence has agreed to replace the two panels that have small holes in them and is sheduled to do this on Thursday 7/21/2022.  However for clarification of this complaint,  The only confusion on the day of install was beause when *** went to give the estimate he met with the husband and the job was detailed based off the husbands request.  Day of install the Wife was there and did not agree with her husbands design and changed the job causing a problem because the materials was secured to accommodate the husbands design.  We were able to make the changes not until *** went over it with the wife.  Also, When they called the office on speaker ( husband, Wife, and mother inlaw) they were very rude and yelling about the **********************.  The office staff advised that *** would have to come out and see the damage as it had been a month since install and anything could have happened. They proceeded to get angrier at the thought of that and yelled some more.  in the mean time we had them scheduled for *** to go see the ********************** and they filed this complaint.  When *** went To their home to inspect they said they only filed the complaint to make sure they got what they wanted and that they would cancel the complaint.  Please note that Mr ********************** will replace the two panels that has damage even thou it looks as if it could be from a landscaper debris or maybe tree branch.  however we will repair it anyway.  

  Customer response

  07/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  

  To be clear for the record, we disagree with nearly all of the assertions and statements contained in businesss response. That said, we agreed to withdraw this complaint in exchange for the business fixing their error. Since the error was fixed on 7/21, we are keeping our word. 
  
  Regards,
  
  **************************************************

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