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:11/14/2023

  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.

  6-26-23 Never called. Lost invoice. No show Aug.2. Reschedule Aug.8 Finished Aug.11 but missing last section--.Finished Aug.12 . Called Sept. 11.No response. Called city, told no permit filed with them. Told I would be sighted for Lack of permit. Nov.10 ,salesman took 28 pictures of peeling on most boards, with cracks down both posts and fence sections on both sides . Going on 5 days ,no return call from Acme Fence. My resolution would be return money. City dept.of building called again, no call back.

  

  Business Response

  Date: 12/04/2023

  pickets were replaced as requested

• Initial Complaint

  Date:06/08/2023

  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.

  On 03-08-23 we entered into a contract with Acme Fence to provide a 6' privacy fence. Because of the fence height, a variance was required. The application was filed 03-31-23, to be presented to the Board at Thur, 04-20-23 mtg. Acme Fence was called on 04-21-23 to notify them variance was granted. We were put on schedule for Mon, 05-01-23. Due to weather, install had to be postponed, but we were never called. When I called on Thur, 05-05-23 to check the status, I was told they would fit us in on Mon, 05-08-23. They never showed up. I again had to call & was told our paperwork was buried under another file. Two men came out on Tues, 05-09-23 & work was started. Old fence taken down & posts were set. I was told they would be back on Thursday so posts could set completely. Instead, they arrived early Wed, (05-10-23) to finish the job. The workmen left before we had an opportunity to inspect. When we looked at the completed work, there were issues with damaged boards & the gate installation. I immediately called (Wednesday) & spoke to the owner, ***** *****, who asked me to take pictures & send via email (which I did). Never heard anything & called office again. Stated he never received. Verified email (which was correct) & sent again on Thur, 05-18-23. Again, no response. Called Mon, 05-22-23 & spoke to receptionist (who was very nice & tried to be helpful) who stated ***** was out of office & would have him call me on Tues, 05-23-23. Never received call back. Since that time, we have left numerous voice mail messages & no one ever returns the call. The total cost of the fence was $ $4154. In good faith, we paid $1385 (to be put on schedule), $1385 when variance was approved & $1385 when job was completed. It has become apparent to us that there was never any intention to correct the damaged boards or address the issues with the gate. Once the money was paid, they were done with us. As of today, Thur, 06-08-23. we are still waiting.

  

  Business Response

  Date: 07/24/2023

  [BBB transcription via phone call]

   

  The business stated they will be calling the consumer to set up an appointment to address the remainder of their concerns. The business stated they are aiming for Saturday, however will call the consumer to confirm. 

  Customer Answer

  Date: 08/27/2023

   I am rejecting this response because:
  
  *** at Acme Fence called on Friday, June 30th to say his men were on their way to fix the problem. We had already left for the July 4th weekend.  When we came back, we found they had fixed the issue with the gate, however did not address the broken pickets on the fence gate (pictures in original complaint).  My husband called on Wednesday, July 5th & left a message that it had not been fixed.  No response from our message. 

  On Monday, July 24th, received a call from *** that he wanted to come out on Saturday, July 29th to address the remaining issues.  Immediately called back to let him know that we would be home all day that Saturday (had to leave another message).  Waited all day Saturday & he never showed, no phone call.  We have since received no further communication from Acme Fence.
  

  I have saved all voicemails from Acme Fence. Thank you.

   

  ***** ********
  

  

  Business Response

  Date: 09/13/2023

  [BBB transcription via phone call]

   

  The business stated they have met with the consumer last Saturday and will be completely finished this coming Saturday. 

  Customer Answer

  Date: 09/14/2023

   I am rejecting this response because:
  
  The staff came out on Saturday, 09/09 to look at the project. They agreed that work needed to be done, but they did not have the proper materials. They are coming back on Saturday, 09/16 to complete the job. I will be happy to comment once the have completed the work. 
  

  ***** ********

• Initial Complaint

  Date:04/18/2023

  Type:Billing 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.

  We hired Acme fence company to install a new fence in the second or third week of May. We gave them a down payment of $3017.00. We decided to go with a different company, so now were waiting for our credit card charge back to our account. We have canceled our agreement within their three days and the Vendor agreed to pay ** our deposit back.

  

  Business Response

  Date: 04/29/2023

  Customer was refunded without delay 

  Customer Answer

  Date: 02/08/2024

  The consumer received the refund and considers the matter resolved.

• Initial Complaint

  Date:10/11/2022

  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.

  ********* ******* ********** *** ************ Acme Fence installed a vinyl Fence around my pool. During the install the gate to the Fence was improperly assembled and the post for the gate were installed in concrete crooked. Both gate posts lean in and the gate was built in a manor that let's it sag especially in warm weather. As a result of the poor workmanship the gate and posts have been damaged. The gate doesn't open and close properly. Acme Fence has made 1 previous attempt to repair the gate. The workmen spent about 15 minutes adjusting the construction of the gate with no attempt to fix the posts. I called many times with several promised date to make repair but it took over 6 months for just that attempt. I have also made many calls and texts to Acme fence with 2 promised dates for repair that were no shows.

  

  Business Response

  Date: 11/14/2022

  someone will stop this week to address the issues

  Customer Answer

  Date: 11/16/2022

   I am rejecting this response because:
  The response is too general in nature. Just more empty promises like the many previous promises that have produced nothing.

  I insist on:

  1. A set date and time repairs will be performed.

  2. A stated action plan on how my gate is to be repaired.

  I have tired of the I will get it next week excuse and nobody shows up.

  I also don't want to see them spend 15 minutes moving some things around on my gate and then it sags against the post in a few days and it's the same all over again.

  I also rejected Acme Fence's answer because it just sounds like a way for them to reply to the BBB without actually solving anything just to keep the rating up.

  
  

  

  Business Response

  Date: 12/05/2022

  The business informed BBB that it will send someone out on Saturday, Dec. 10th.

  Customer Answer

  Date: 12/12/2022

  Consumer informed BBB that the business never showed.  He would like the complaint details published.  He is considering further dispute resolution options.

• Initial Complaint

  Date:08/30/2022

  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.

  We used acme fence to complete a fence in our backyard. We are happy with transaction and the work provided. I damaged a section of fence unloading a large rock and contacted acme fence to provide a repair quote. They provided the quote, I paid over the phone with a credit card on 7/28. Nobody ever contacted me in the month since I made this payment. I have made several phone calls to try and schedule the repair and nobody has ever returned my call to schedule. Its inexcusable that it should take this much effort on my part to get a 30 second phone call back. Surely they can find 30 seconds in a one month span of time to call me back.

  

  Business Response

  Date: 09/20/2022

  WE  have been 12 weeks or more all season and we let our customers know this. We are doing everything mentally and physically possible to complete the work we have. The customer requested a refund. It was processed the next day. my apology  for the delay. I assume this matter is closed.