Complaints

This profile includes complaints for Mills Fence Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mills Fence Company, Inc.

  6315 Wiehe Rd Cincinnati, OH 45237-4213

• 

  Mills Fence Company, Inc.

  13200 Walton Verona Rd Walton, KY 41094-8212

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:07/21/2024

  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.

  Worst customer service I have ever dealt with. Their PVC Fence installers not only dug into my underground Power line which was clearly marked by **** ****** caused a Power outage at my home for 24 hours. I had to take care of this error on my own as they were so slow to respond back to me to get someone out to repair my electric so I immediately handled this myself. Not only that their incompetent installers failed to put the correct amount of screws in the Gate hinges which caused my Gate to literally come off the gate post. They also installed the Gate hinges above the metal inside brace to hold the sheet metal screws instead they screwed into bare plastic and this is why my Gate of $2690 fell to the ground. I contacted their service manager who claimed it was a warranty issue and he needed to get approval before he could do anything and blew me off for 2 weeks , I had to call several times back to get answers on this. I had to argued with the service manager this was not a warranty issue it was clearly a failure to properly install the PVC gates correctly from the start. He could care less what my issue was he was absolutely terrible in customer service. I had to threaten a Nasty Google review to the sales manager to finally get the original installers to come back out but after the installers finally corrected the missing screws and they improperly reinstalled the gate again and within a month the Gate hinge has now completely fallen apart due to the plastic PVC holes being stripped out and now my gate has to be replaced with new posts since they screwed into the plastic and they clearly missed the metal interior brackets for the hinges with the screws. So I'm seeking a full refund. I would not recommend this company to anyone.

  Business Response

  Date: 08/02/2024

  We will be going out to this jobsite in order to assess it within the week.

• Initial Complaint

  Date:09/01/2023

  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.

  I’m president of our HOA. We hired Mills to put up a decorative fence at our entrance. Before installing the fence they sent out someone to locate utilities twice. They were made aware of our sprinkler system and supposedly knew where the system was located so it wouldn’t be damaged. It even has electronic wires so it’s easy to find with a metal detector. When they came to install the fence, the first problem was they were installing the fence posts too close together. No measuring, just digging holes 5’ apart that needed to be 7’. So I asked them to stop and do it correctly which they were not happy about but they did. The big problem was they broke through the water lines for the sprinkler system (that they came out twice to locate). Unfortunately We did not have anyone supervising the installers and they figured out where the system shutoff was and turned it off. Then they took a plastic soda bottle and wrapped it around the broken pipe I suppose in hope we wouldn’t find their carelessness and deception. Later, When the sprinkler was turned on it spewed water all over and pushed dirt out of the hole. Mills was contacted and refused to do anything. We had to have a sprinkler company come out twice to fix the leaks. We asked Mills to deduct that cost from our bill but they would not. I can show pictures of this damage and attempted deception. This company is deceptive, arrogant and has no quality control. Do not use this company.

  Business Response

  Date: 09/01/2023

  We have spoken with this customer to explain the policy regarding private utilities as the sprinkler system is a private utility. Our policy states that Mills Fence will arrange to have public underground utilities marked prior to installation and Mills Fence assumes no responsibility for any unmarked public or private underground obstructions such as underground utilities, sprinkling systems, pipes, cables, drain tiles, tree roots, vegetation, or property lines. Customer understands that the fence line must be clear of all obstructions and that s/he will stake or mark the fence line. Although the customer can see where the sprinkler system is on top of the ground there is no way to physically see how the sprinkler system wires are connected/running under the soil. This is the reason why we ask that private utilities such as sprinkler systems be marked. The customer has acknowledged this policy as it is a part of the signed contract. Since Mills Fence Company is not contractually liable for hitting the sprinkler system, we cannot provide a discount for this damage. 

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Shoddy Workmanship - I purchased a PVC fence from Mills Fence Company on October 2022 and placed a deposit down of $1737 with the balance to be paid upon completion. They sent a subcontractor out to install the fence in May 2023. Since then, I have been complaining about the shoddy workmanship. The fence has multiple gaps between the ground and the bottom of the fence. I was NEVER told that the fence would look like this. If so, I would have opted for my original wooden fence that went all the way to the ground. They sent someone that actually worked for Mills out to look at the issues I was complaining about. Which was the panel and the multiple gaps. The panel had been cut short sticking a little piece with the pole and cap in there. The only thing he could fix was the panel. I was told by their worker that the fence could have been fixed better. They would have needed to dig a little deeper. And that he fixes that subcontractor work all the time. They took and kicked dirt under the fence trying to cover the gaps. ***** asked what did I want. I told him to take something off the fence. I told him I had purchased 5 bags of rocks so far and will need to buy more. All he said was he would have the sales rep call me, yet I have not heard from him. On 8/17 I received a threatening email saying that they were turning it over to their attorney and putting a mechanical lien on my home. The fence was suppose to be a privacy fence but no longer service that purpose with critters and creatures crawling underneath it. I would like for an adjustment on the balance of the bill to be applied of $200 so I can buy the rest of the rocks.

  Customer Answer

  Date: 08/29/2023

  Consumer has notified BBB that a resolution has been reached with the business.
  

  Customer Answer

  Date: 09/08/2023

  Hi *** *******,
  
  What do I need to do to reopen my case.  The company did not follow through on what was promised over the phone.  Mr. Peter claims he went to his board, and they are only willing to give $50.  I only asked them to cover the cost of the rocks which will cost me somewhere around a hundred dollars or more.  That does not include labor.  Because now I will have to take the time out of my day to lay them down.  So basically, I will be coming out of my pocket for some of this.  I already have spent around $20 to start the project.  They are not willing to pay the $100 so, he said they will be sending it to their attorney and placing a lien on the house.
  
  Thank you,
  
  *** ** ******
  

• Initial Complaint

  Date:05/11/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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're having 600 foot of black chain link fence installed, and on Saturday, May 6 we drove 2 hours each way to purchased the hardware we need from Mills Fence. Invoice # ******* Qty 64 - Record # ***** - 2 1/2” Black Regular Tension Band $0.94 /Ea. = $60.16. Qty 32 - Record # ***** - 2 1/2” Black Regular Brace Band $0.97 /Ea. = $31.04. Qty 56 - Record # ***** - 1 5/8” x 1 3/8” Black Aluminum Loop Cap $1.84 /Ea. = $103.04. Qty 01 - Record # ***** - 2” Black Beveled Tension Band $0.77 /Ea. = $0.77. Qty 16 - Record # ***** - 48” Black 5/8” Steel Tension Bar $3.45 /Ea. = $55.20. Qty 16 - Record # ***** - 1 3/8” Black Aluminum Rail End $1.30/Ea. = $20.80. Qty 02 - Record # ***** - 9 Ga. #15 Black Smooth (500’ Roll) Tension Wire $38.25 /Ea. = $76.50. Subtotal: $347.51 7.80% Tax: $27.11 Total Amount: $374.62. We separated the hardware when we got home and received the following loop caps: Qty 01 - 1 5/8" x 1 3/8" Black Aluminum Loop Cap. (It doesn't look like the picture in Mills Fence online catalog). Qty 01 - 2" x 1 3/8" Black Pressed Steel Loop Cap. (This is not listed in Mills Fence online catalog). Qty 52 - Record # *****, 1 5/8" x 1 3/8" Black Pressed Steel Loop Caps. There was only 54 loop caps total, and was supposed to be 56. Every loop cap was wrong! We need Qty 56, Record # *****, 1 5/8" x 1 3/8" Black Aluminum Loop Caps exactly like the one pictured in your online catalog. We are matching an existing black chain link fence, this is why we ordered these loop caps. (The black loop caps are powder coated, and we do not want aluminum caps that you've spray painted black). Mills Fence needs to ship Qty 56, Record # *****, 1 5/8" x 1 3/8" Black Powder Coated Aluminum Loop Caps, and pick up the 54 loop caps that are wrong. We refuse to drive another 2 hours each way because of Mills Fence mistake! It would be different if it was our mistake.

  Business Response

  Date: 05/22/2023

  We have called ******* ****** (4) times to see what caps he would like and we have never heard back from him. 

  Customer Answer

  Date: 06/16/2023

  Complaint # ********, I had an unexpected surgery and was in the hospital for a month. While I was in the hospital, the BBB sent an email on May 24, and on June 2. My wife checked my email a couple times while I was in the hospital, but didn’t respond since she didn’t know about this. The email on May 24 was in regards to a message about the case, and the email on June 2 said the case had been closed. I’m having 600 feet of black chain link fence installed, and wanted it to match another black chain link fence we have. Mills Fence has an online fence catalog that has pictures of the item, description and price. I looked at the online catalog to see if they had the items I needed, then made a list. I drove 2 hours each way to Mills Fence in Cincinnati, Ohio on May 6 and purchased the following items. Invoice # ******* Qty 64, Record *****, 2 1/2” Black Regular Tension Band $0.94ea. $60.16 Qty 32, Record *****, 2 1/2” Black Regular Brace Band $0.97ea. $31.04 Qty 56, Record *****, 1 5/8” x 1-3/8” Black Aluminum Loop Cap $1.84ea. $103.04 Qty 01, Record *****, 2” Black Beveled Tension Band $0.77ea. $0.77 Qty 16, Record *****, 48” Black 5/8” Steel Tension Bar $3.45ea. $55.20 Qty 16, Record *****, 1 3/8” Black Aluminum Rail End $1.30ea. $20.80 Qty 02, Record *****, 9 Ga. #15 Black (500’ Roll) Tension Wire $38.25ea. $76.50 Subtotal $347.51 7.8% Tax $27.11 Total $374.62 I separated all the fence hardware when I got home. I purchased Qty 56, Record *****, 1 5/8” x 1 3/8” Black Aluminum Loop Caps, and received the following: Qty 1, 1 5/8" x 1 3/8" Black Aluminum Loop Cap (Doesn't look like picture in catalog) Qty 1, 2” x 1 3/8" Black Pressed Steel Loop Cap (Wrong item) Qty 52, 1 5/8" x 1 3/8" Black Pressed Steel Loop Cap (Wrong item) I purchased 56 Loop Caps and only received 54, and every Loop Cap I received was wrong! I gave Mills Fence a list of the part numbers, and don't know why they gave me the wrong Loop Caps. The receipt even has the correct part numbers, and description. One of the workers at Mills Fence brought me the tension wire, then said they are out of stock on the Qty 16, Record *****, 48” Black 5/8” Steel Tension Bars. He said we have some longer tension bars that he can cut down to 48”. The fence is being installed next week, and the guy came out to put stakes in the ground where the fence is going. The guy looked at the fence hardware, and said the tension bars I bought from Mills Fence are bent and can’t be used. (The tension bars are bent from side to side when they are laying flat). I still don’t have the correct Loop Caps that I purchased from Mills Fence on May 6. Mills Fence has my address, and could have shipped the correct Loop Caps. I went to **** ***** and purchased the following, so the fence can finally be installed next week. Qty 16, 48” Black 5/8” Steel Tension Bars Qty 56, 1 5/8” x 1 3/8” Black Powder Coated Aluminum Loop Caps with finial on top. (Exactly like what Mills Fence has pictured in their online fence catalog) Mills Fence needs to refund me for the following items, and have them picked up. Qty 56, Record *****, 1 5/8” x 1 3/8” Black Aluminum Loop Caps $1.84 ea. $103.04 Qty 16, Record *****, 48” Black 5/8” Steel Tension Bars $3.45 ea. $ 55.20 Subtotal $158.24 7.8% Tax $12.34 Total Refund $170.58 Hopefully, the BBB can get this resolved. If not, I’ll talk to my credit card company about getting the $170.58 refunded back to my card. Mills Fence pulled the wrong Loop Caps, and gave me Tension Bars that are bent, and not useable. If Mills Fence has any questions they can call 317-946-0612 I appreciate your help, **** ******
  
  Sent from **** ****** ***********************
  

  Business Response

  Date: 06/19/2023

  Our original position remains the same. We have called ******* ****** (4) times to see what caps he would like, and we have never heard back from him. Instead, he responds to our calls by emailing the BBB. ******* ****** needs to call our office and ask for Bill if he truly needs anything. 

  Customer Answer

  Date: 06/20/2023

  Better Business Bureau:
  
  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, reasons for rejection are included below.

  I had an unexpected surgery and was in intensive care for almost a month.

  The picture of the loop cap in your online chain link fence catalog shows a finial on top of the loop cap. I purchased 56 1-3/8 x 1-5/8 aluminum loop caps and was given 52 steel loop caps in that size, and 2 loop caps in a complete different size. I only received 54 out of the 56 loop caps and none of them are what I paid for! I need the 56 1-3/8 x 1-5/8 aluminum loop caps with the finial on top. Do you have the correct loop caps? If not, pick these up and refund my money. If I have to, I’ll contact the credit card company and let them handle it.

  Business Response

  Date: 06/22/2023

  Please call our office at ###-###-#### if you would like resolution and ask for Billy.  Thank you. 

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:

  I specifically stated what the problem is, and Mills Fence refuses to go through the BBB to resolve the issue. I specifically stated what I purchased, and stated exactly what I received. I asked if Mills Fence had the correct line post loop caps caps, and they want me to call Billy. It's simple question, do you have the correct loop caps? Yes or No? I purchased the black aluminum line post loop caps with the finial on top from **** ***** so I could have the fence installed. The black aluminum line post loop caps I purchased from **** ***** matches the caps on my other chain link fence. Mills Fence gave me the wrong loop caps, and they can have the other loop caps picked up and refund my money. 

  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, reasons for rejection are included below.
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  DO NOT USE THIS COMPANY. Mills has the absolute WORST subcontractors. They left 1/2 way through because they placed posts where they wanted to and I didn't settle for it. I needed the posts in specific spots (on my property) that needed to be in those spots so I could drive through my driveway without hitting my fence. The supervisor of the subcontractor-********-had NEVER been to my property & yet was translating to his guys on what to do & making decisions for me while I was in my house, available to answer questions/concerns. James R********* told me that I had all evening to learn Spanish so I could communicate with the installers. Absolutely insensitive to a customer. I'm not paying $5,090 AND learning a new language so I can speak to YOUR workers. Mills doesn't return ANY phone calls AT ALL. I called 5 days straight and left voicemails. They don't respond to EMAILS either. I've sent at least 5 emails to different people in the company & never got responses back-the emails were just asking about who I can get into contact with about installation work. Installers came on 2/21 (1/2 complete job) and again on 2/28 to finish the fence and take gate measurements. I got an invoice on 3/10 for the remaining balance and it's 3/29 and services haven't been rendered. I told them multiple times that I will not pay the invoice that was sent prior to project completion. They also have a 2-3% interest in their terms after 30 days of invoicing. I will NOT be paying this illegal way of invoicing a customer for a project that isn't completed. No one in installation has been responsive & Billing keeps contacting me about my invoice. Good luck getting a penny out of me! I will seek legal consult with all of the ** that I had to go through & after 5 weeks, I still don't have gates for my project. I attached the 6 page letter I sent to the business & the Attorney General. My time is valuable & I want compensation for the 30+ hrs I had to take out of my work days to seek resolution

  Business Response

  Date: 04/03/2023

  Our polyvinyl manufacturer is backlogged due to supply chain issues, but as soon as we receive the raw material from our polyvinyl manufacturer, we will be able to fabricate her gates. We have explained this manufacturing delay to her many times. 

  Customer Answer

  Date: 04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this does not resolve my complaint at all, nor is it truthful to the events that have happened.  For your reference, reasons for rejection are included below:

   

  This is a complete lie from Mills Fence and doesn't even address the sole matter at hand. The subcontractors have come to my house TWO times with incorrect gates, now. The first time, they showed up to my house unannounced (on 3/16/23) during the work day. The did not inform me but my neighbor told me that the fence installers were at my house and then left. ******* and ******** tried to tell me that my gates were installed and then later retracting the statement and saying that the gates were measured incorrectly and were not the right dimensions. The measurements that they took were correct and that Mills Fence was at fault for the wrong gate creation. I spoke with ******** on 3/31/23 and he asked if he could go to my house to double check the dimensions and if he could give 1 day's notice before they were going to come install and that he expected to install between 4/5/23-4/7/23. I said yes and thank you for letting me know. He then called and texted me on 4/3/23 at 2 pm and said that the men were going to install the gates today. I told him that it was not 24 hour's notice and he said "So you don't want the installation today?" I said I will have to leave work and asked when they would be there. He said 1 hour. 2 minutes later, I get a text from my neighbor saying that they are at my house right now. I quickly told ******** that it has not been 1 hour at all and he told his men to wait. WELL I AM GLAD THEY WAITED. I LEFT WORK (again for the 4th time across this project) and showed up and they had the completely wrong pattern of gate. I called ******** and he said that they are the correct pattern gates and I said no and read word for word my contract. They brought ranch style gates with chicken wire. It clearly states in a stand alone paragraph that I should be getting dog ear picket gates. ******** kept saying that it wasn't on my contract and that I was wrong. He said he'd have to talk to his manager about this. So, they have now been to my house 3 times to measure and 2 times to install gates that are incorrect... So, Mills Fence is lying when they say that they are on back order of materials because they have made 2 double gates and 2 single gates, now, that are incorrect for my project. The comment from the business isn't even addressing the outrageous events that have happened and which I addressed in my letter that I attached and sent to them via certified postal mail. The sales person even told me in October/November 2022 that the project would be delayed on installation for a few months due to labor constraints, not because of material. He said that they have the material in house right now and that the only limiting factor of a timely project completion was that they didn't have subcontractors to install my fencing. This company is full of lies. I have attached my recent communication with ********, the subcontractor. The customer service that they are lacking is completely disrespectful and I am currently undergoing an official complaint to the Ohio Attorney General, so they can also be expecting to hear from them on this matter, as well. 

  
  
  Regards,
  
  **** *****
  

• Initial Complaint

  Date:03/13/2023

  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.

  Had Mills Fence Co. out to quote a new fence last year. The sales appointment went fine and like I thought it should. The only thing there was they missed a gate and then had to charge me for a change order on that, which I am still no thrilled with. We were to be installed on Dec. 20, 2022. When I called in to confirm the install before we left on vacation, they said we are weeks behind, so not sure why no one called to reschedule you, so I put things on hold at that point. I called in weeks later after Christmas of 2022 to get back on the books. We had some things come up, so put off until two weeks ago. The install took place Feb 20 and 21, 2023. Their company states on the quote approval that they want the experience to be as smooth and stress-free as possible from start to finish. This has been a nightmare and I get more and more infuriated as the days go by that I get zero response and action to what is going to be done to fix my fence, all the issues going on, and very poor craftsmanship that happened. They also state they will walk through the project with the homeowner with the crew leader, NOT. They never walked through the project with my wife and all they had her do is sign the change order. I called and told them not what I wanted and how I wanted it set up when my wife called me and sent me a picture. They could have fixed things then but didn't. They say they do this to ensure all parties agree with placements and layouts, so it is installed right the first time. The fence is not what I wanted, how I wanted it, and still several repairs and issues going on and yet no response from anyone in the company. Says when the process is complete will be thoroughly pleased, I'm not due to bad craftsmanship and a poor install!!!! At this point I want it ripped out and would like compensation for my time that has been wasted and the very poor experience. Had to take time from work and family on this which is precious and valuable to me. Want Called on this ASAP!

  Business Response

  Date: 06/20/2023

  We read *** ******* complaint but there are no specifics written in his complaint. Therefore, we have set up a time to meet with him in order to see what his concern is at this time.
  

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair 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.

  It has been 3 months since I contacted Mills Fence July 25th by phone because the gate that they adjusted and repaired in January no longer closed properly. On July 27th, I sent pictures of the issue to Mycal K****, as instructed by Casi W*****. I have called back multiple times since July 27th asking why no one has contacted me back to repair the gate, including 2 weeks ago (, when I said if I did not hear back within 2 weeks I was going to complain to the Better Business Bureau.

  Business Response

  Date: 11/28/2022

  Regarding ***** ****, ID ******** who submitted to BBB about our business on 11/2/2022, This was already taken care of before she sent her complaint to the BBB.  Mills Fence Company adjusted her hinges on 10/18/2022 and her gate should be working perfectly.

  Customer Answer

  Date: 11/28/2022

  Dear *** *******,
  
  I wanted to let you know that Mills Fence Company did resolve my complaint to my satisfaction. You may remove my complaint (********, filed Nov. 2, 2022). 
  
  Thank you, ***** ****
  

• Initial Complaint

  Date:08/16/2022

  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.

  Had a fence with special order aluminum gate installed on my property on 8/3/22 - cost was $4848.00. On 8/8/22, notified Mills Fence that there was damage to gate (occurred before or during installation) and 3-4 fence boards and sent pictures to Caleb G*** as requested. Next day, received email from Caleb that he would talk to installation manager and get back in touch with us to rectify situation. On 8/10, Caleb emailed that Mills would send contractor to fix fence boards and installation manager would come to look at damage to gate. On 8/16, contacted Caleb notifying him no one had called or come to see or fix gate and was told manager was busy but would try to come this week. I do not know exact cost of gate since invoice is not broken out but we paid a deposit of $1212 three months ago for gate to be ordered. I would guess cost of gate at about $1000. Damage to gate is two large gouges that are located by fence opening where our or our small grandchildren could cut our hands. Unreasonable that Mills has not sent manager to see gate or suggest resolution in over a week since reported.

  Business Response

  Date: 11/28/2022

  *** ******** (Id# ********) Our ****** ******** office has contacted him to inquire about his concern.