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:10/01/2024

  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.

  We hired Elevated Fence to install a privacy fence. We agreed to pay an additional $300.00 to cut down trees along the fence line to ground level. That did not happen. Most stumps were at least knee high and then there was a stump where they actually notched out 2 boards of the fence to go over the stump. I had to use a saw to remove it. I contacted ***** on several occasions with no response. It did get done weeks later. I have a small dog so it was an issue of him getting through it. They did not do what they were paid for and I should be refunded to $300 I paid to end up doing myself. Second, when they put the gate in the bottom boards were clearly warped. They knew that and left it like that. After weathering it warped a lot more. Again, I have a small dog so this is a problem. Almost a month later someone comes out and pounds on it and drills new holes and left. The boards were still warped.. I message again and tell them I want the boards replaced because it's still warped which was obvious but they left it that way again. I had to threaten to file a complaint to get anyone to care. Another guys comes and replaces the gate. This gate is so bad and not square that the rain we got caused it to completely move and the gate would not open at all. It's wedged closed. I texted ***** again because this is completely unacceptable. NO RESPONSE Both of these issues never would have happened if they cared in the least about the quality of their work. Clearly they don't and their customer service is a joke. The fence was put in early April and it's now October. I have no more time to beg them to fix it. I've been understanding and more than patient. I need the gate fixed and need to be refunded the money for the job that they did NOT do. It's ridiculous that it has to come to this. I'm truly sorry I used them. Everything that has been wrong was totally unavoidable had they cared enough to do it right the first time.

  Business Response

  Date: 10/09/2024

  This complaint has us puzzled just a bit. We told ***** that we could cut out the brush and haul it away and that is exactly what we did. We would love to see pictures of any brush that was knee-high.. There were a few issues with the fence itself due to the fence being constructed out of pressure treated lumber and pressure treated lumber is very common to bow. That is why we have a 2 year top to bottom warranty.  There was one board in the rear line where the board was trimmed to go over top of a tree stump, yes, we definitely agree that 1 board could have been avoided. ***** had concerns about the front gate not latching correctly we sent  someone out to adjust the latch at that point we determined the entire gate needed to be replaced due to bowing which is very common with pressure treated lumber so we replaced the entire gate. To my knowledge, we addressed all concerns and then all of a sudden we get a complaint and asked to refund $300 ?. We would love to see pictures of the concerns so we can address them accordingly 

  Customer Answer

  Date: 10/15/2024

  You're puzzled?? Please reread the complaint.  You act as if you have responded and taken care of the problem without great effort on my part to get anyone to care.  The picture of the current problem is shown in the complaint.  I texted ***** yet again on 9/30 because the gate that finally got replaced is wedged shut because it again was not put in properly.  I was able to eventually pry it open so I could get my trash out.  An acknowledgement of my text could have avoided all of this.  As far as the pictures of the stumps, not brush that was left behind unfortunately don't have because I had a stump removal guy come out and deal with that.  I was willing to let all of that go and just move on but now with the new gate issue I have had all I'm willing to take. It is obvious that you do not take pride in your work and customer satisfaction is not priority.  I have many texts to ***** that were ignored and weeks later the gate is still untouched.  You are not puzzled you're just trying to save face.  You did not do what was promised and paid for and it's ridiculous that you just don't care.  As I have already stated I have been more than patient and understanding that you are busy but so am I.  You know exactly why this complaint has been filed.  If not ***** should reread the texts.  I need this gate replaced properly and feel you did not do what was agreed upon as far as the stumps were concerned and you know that is completely truthful.  Using your company was a bad decision and I am so sorry I did.  I also find it funny that you wait until the last minute to respond to the complaint.  This just shows again your total lack of concern for crappy work practices and saying you don't understand why this was filed is untruthful.  You know exactly why 

  Business Response

  Date: 10/21/2024

  We acknowledge the gate had issues however saying it was like that from the very beginning is not accurate. We stopped out and took a look at the gate and at that point, we adjusted the latch for it to function, but determined the gate needed replaced. We then sent someone out to replace it. If OK with you we would like to replace the entire front fence I believe the treated frame work has twisted as it dried and caused the gate area problems. I will agree with you on the time it took to complete repairs we want to make sure everything is built correctly and that you are happy with your fence. Please know we are a small family run business and our goal is to make this right.

  Customer Answer

  Date: 12/02/2024

  I have still never been contacted and gate is still not fixed