Complaints

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 16, 2022, we emailed CNY Fence & Sheds to move approx. 40' of existing fence (and gate) and approx. 30' of new fencing. On 3/22/ 2022, I emailed a followup request. On 3/22/2022, we received an email from Samanta stating they start back up on fencing in April. She was going to let Ron know of our request & will set up a time to come out and get a new measurement and quote. On 3/24/2022, we received an email from Samantha stating Ron had a chance to review the information and provided a general quote. On 4/13/2022 Ron came to our house to measure and provided a firm quote. On 4/14/2022 we drove to their office to provide a cash deposit of $1,075.00. We were advised this would be done before Memorial Day 2022. There were delays. On 6/16/2022, we emailed asking to make sure we were scheduled for the week of 6/20/2022. On or about 6/22/2022 we received a phone call from Samantha they were sending it out to DSNY for locating any underground utilities and they would be here to dig the new post holes on 7/72022 and would return on 7/11/2022 to complete the job. They did not show up on 7/7/2022. On 7/7/2022 Samantha emailed to say she would give us a call on Sunday 7/10, 2022. They were "running with one crew right now and with the rain this week and the holiday the schedule is a nightmare. I will talk to you soon with an update." Did not hear from Samantha on 7/10/2022 and I emailed her 7/11/2022 asking her to contact us. On 7/14/2022, I again emailed Samantha asking her to respond to our 7/11/2022 email. On 7/18/2022 I emailed Samantha asking for a response. On 7/21, 2022 I emailed Samanta asking for a response. On 7/14 or 15/2022 we drove to their location at approximately 11:00 am. No one was there and the door was locked. Attempted numerous phone calls throughout this entire process have been made with no response (leaving voice mails or having to hang up because their 'mailbox is fulll') We are being totally ignored. Can you help?

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  All communication is documented in contract and email. In 5/2020 I contracted Ron K*** (owner) of CNY Fence and Sheds to install a fence around pool and yard. Install started on time, but installers incorrectly placed several posts, and 2 fence sections were not ordered after a gate was removed from design. Many mistakes were documented during install, including measurement problems and a gate being moved twice because it wouldn't open over a walkway. On 10/1/20, I contacted Mr. K*** with a list of problems that had not been corrected during install and inquired about the three sections of fence that were still not in place (including no posts). On 10/1/20, Mr. K*** replied that the lead installer had been fired and they were still waiting for materials. On 10/22/20 I emailed Mr. K*** again because no one had contacted me or fixed any problems with the install. Mr. K*** finally came out to install posts and fence sections in the snow on 11/12/20. The posts were not allowed to set for days as outlined in the signed contract, but in the snow of that day I made final payment to Mr. K*** without realizing the problems that were present in his installation. Throughout the winter of 2020-21, found fence didn't meet code standard for a pool because the gap at the bottom. Posts moved out of alignment after being installed against the contracted specifications. There is a warranty on labor. I texted Mr. K*** on 5/6/21 with a video of my young son climbing through the fence after incorrect installation and told him it needed to be fixed immediately to meet pool code for a fence. Mr. King said he would get to it, but did not fix the problem. On 7/1/21 and 10/11/21 Mr. K*** responded to emails saying he would come out to fix the problem when he had time...which never occurred.On 3/22/22 I contacted Mr. K*** to be put on Spring 22 schedule. Samantha emailed me and told me repairs are scheduled early so would be soon. No response to emails, voicemails or text messages since 3/22

• Initial Complaint

  04/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We hired CNY Fences and Sheds to install a fence in our backyard. This was done at the end of last summer was started August 30 and not completed until Mid-September. At the end of November first week of December there was a storm and the newly installed fence fell apart. The gate that was installed came apart into multiple pieces. I spoke with Ron and he came and surveyed the damage on December 15th. He told me the gate should not have come apart like it did and it was a manufacturing issue. He informed me they would repair replace the gate before Christmas. It is now April 25th and the gate and fence are not repaired. I have been calling the office and leaving voicemail messages when the mailbox is not full(frequently it is). I have been emailing Ron [Ron K*** (VP of Sales and Design) ************************] and Samantha [(Samantha S********* (President) *****************************] with no replies. I have sent messages through their website "contact us" page with no reply. I have a fence that is paid for in full and have no working gate or closure to a fence that was build to retain my dog.

  Business response

  05/11/2022

  This issue has been resolved the gate has since been repaired

  Customer response

  07/20/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This is a follow-up complaint based on a previous issue. Company was hired to install a fence. After it was installed the gate blew apart in a storm. Was told it would be replaced before Christmas 2021. Come May 2022 despite multiple attempts had no reply from the company phone text email or through their website. June they finally responded after initial complaint filled with BBB. Instead of replacing gate they put of old gate that came apart despite them stating to me this was a manufacturer error and should never have happened. They finally agreed to replace the gate after my repeated request and the finding that the hardware less than a year old was already rusted. Was told they ordered a new gate over 4 weeks ago and was told it would be in within a week to 10 days. Since they have not responded to my texts phone calls or emails and it has been 4 weeks from the 10 days I was told. This is unacceptable and unprofessional.
  

  
  

   
  
  
  
  

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