Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
12/04/2023
pickets were replaced as requestedInitial Complaint
06/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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.
Initial Complaint
04/18/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
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
04/29/2023
Customer was refunded without delayCustomer response
02/08/2024
The consumer received the refund and considers the matter resolved.Initial Complaint
10/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
********* ******* ********** *** ************ 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
11/14/2022
someone will stop this week to address the issuesCustomer response
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
12/05/2022
The business informed BBB that it will send someone out on Saturday, Dec. 10th.Customer response
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
08/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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.Initial Complaint
03/25/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
About almost a year ago today I had this fencing company come out and find my property lines with survey workers they provide. They put the wrong lines, leading my neighbors to become upset. They ended up hiring their own survey workers and found the correct lines and my fence is very off. I have made multiple attempts to contact this company and spoken with them to come out and move the fence so that I dont have to fight with my neighbors everyday. They lie every single time about coming out. They took my money a lot of it, and never finished the job. I am very upset.Business response
04/21/2022
We have taken the next step to resolve this and are waiting for the customer to tell us how to proceed.Initial Complaint
12/10/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Entered by BBB Staff - lj Consumer ordered a gate for his fence the first week of October 2021. The order was placed by phone. Gave his credit card number for $394. The gate had to be specially made. It was to be ready in ten days. The consumer was to be notified and he would pick up the gate. After ten days the consumer called the company. The gate was not completed. Now the consumer cannot speak with anyone at the company regarding his gate. The same person answers the phone and provides no assistance. Consumer no loner wants the gate. Does not trust the company. Concerned he will be charged for a gate he never received.Business response
12/10/2021
We are sorry for any inconvenience current business conditions are making things difficult on everyone. The customers card was never charged the order was cancelled.
Initial Complaint
09/23/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The company installed the fence and they told I had a five workmanship warranty on the fence. So my gate latch broke and I want them to replace it and I am willing to pay for the part. Also the company did not issue me a final bill when the fence was installed back in 2017.Business response
10/20/2021
The business owner informed BBB that they have went out to the consumer's property to look at the gate. The business will repair in a couple of weeks.
Customer response
10/27/2021
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.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
9 total complaints in the last 3 years.
3 complaints closed in the last 12 months.