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:06/18/2024

  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.

  The reason I am filing this complaint is every day is find more problems. First I had a problem with Great Lakes they did not follow the manufacturer of the fence guidelines for installing the fence and I contacted the company and received a copy instructions. It is supposed to be two or three bags of cement per post on my camera I see a worker using half of the bag. In the manufacturer's instructions, they started to use gravel at the frost level. The manager came out to talk about the issue he only yelled and talked down to me. I stated I could show you what the worker was doing on video. He walked away and said I will send out the owner. The Owner is no better he talks fast and makes lots of promises but fills none. He explained to me how he was going to fix the problem with the cement on the camera. Then I watch the worker walk from post to post with one bag of cement pouring it at the base and pounding it into the ground with pipe. Now he told me they going to pour it into the holes on the side of the fence pole and around the fence post on camera. In the pictures I submitted, you can see there is no cement in the hole In one picture they cut the post and didn't even put it in even in the ground. The fence post is not properly installed. If more evidence is needed I have videos.

  

  Business Response

  Date: 06/18/2024

  From start to finish, Great Lakes Fence has done everything we could to satisfy this customer.

  We have installed the fence in the way we have been installing for 75 years.If you call 10 fence companies, they will provide you with 10 different ways they install the same fence.

  Those ways are not wrong, they are just different. I as the owner, personally went out to the customers home, met with the Mrs.and Mr., I explained in fine detail, that we stand behind

  our installation methods 1000 percent, and as opposed to giving a 1 year warranty as other companies do, we provide each and every customer with a 2 year labor warranty.

  Our team/crew members had to endure the worst of the worst conditions. So much so, that the homeowners buried there deceased pets/dogs right where the fence was being installed, never mentioned it to our crew, and unfortunately,

  the animal remains were caught up in the auger and pulled from the ground. Just the health risk involved in that was an issue, But our men mentioned to Mr and *** ****** that this had happened, and that the smell was overwhelming and unbearable.

  At this point, the customer did not remove the animals from the work area, she simply put them in a box and covered them with a towel/blanket. 1 week later, when I went out, the odor was still beyond anything I can explain.

  yet, our guys made some unnecessary adjustments to the fence because the customer asked that we do those things. Regarding the picture of the hole next to the post, in the dirt, well we always stop the cement below the top of the hole

  for dirt so that customers are able to plant grass, flowers etc... And as far as the photo she claims that the post isn't in the ground, well that's not a post at all, that is an upright, to a dead man panel, which is a cantilever pc that goes to the house when a hole can't be dug because of a drain or downspout against a home.

  I absolutely feel we have gone above and beyond in an attempt to satisfy this customer, we have exhausted several UN-warranted resources, and feel that the 2 year warranty speaks for itself.

  Best regards,

  *****

   

  Customer Answer

  Date: 06/18/2024

  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, details of the offer I reviewed appear below.
  
  I can not believe they brought up indecent with my pet. This a hard subject because the workers dug her up and left her in their backyard and didn’t say a word.  I found that night when cleaning up dog poo. We had forgotten where she was buried. The worker moves the fence up because of tree roots. I never asked them to move the fence. My daughter talked to them about the worker not notifying us because it hurt me so badly. They apologize for not letting us know and Diamond has been dead for 8 1/2 years there is no smell. We left her body to be reburied. If she smells so bad I have a Cane Corso 2 years old and Rottie 1 year old they would have torn that box up.  If a videos is needed is submit it everything was recorded. Some of the posts don’t eve has cement.
  
  Regards,
  ****** ******
  
  
  
  
   

  

  Business Response

  Date: 06/26/2024

  I have attached the permit application and the permit.

• Initial Complaint

  Date:11/18/2022

  Type:Customer Service 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.

  I had a vinyl fence installed November 2020. I had problems with this company from the beginning. such as: wide gaps between the gates and posts, wide gaps between the post/house wall, cracked concrete from post settings.... all of which was an issue I constantly had to discuss with ****, the owner, and *****, a manager. Each of these people constantly assured me that I don't have to worry as they would take care of it. Well, it's been almost 2 years of me requesting that they replace the filler piece that is now twisting and not secured properly. I have been told over the last 6 months that someone will come out and take care of it. ***** did send someone out in April, yet this worker never returned to fix the issue...he said that we knew what needed to be done and would be back in a few days.... he never returned. I have sent emails, text messages, sent pictures, made several and numerous calls to speak to **** and *****, yet they are constantly trying to appease me by saying, "don't worry about it, don't worry about your warrant, we will take care of it, we are short staffed, etc." As I write this, I am awaiting *****'s arrival as he should have been here 2 hours ago. This company does not have the same reputation as the previous/original family who owned it. **** purchased a company that he states he used to work for, yet the workmanship, loyalty, and dedication to customer service is nonexistent. At this point, I am going to call a reputable fencing company to see what they can do to replace the filler piece with something that will not twist and is more aesthetically pleasing. I have fully paid for this fence, after **** came out to my home telling a sad story of needing to meet payroll but that he would send someone out to correct the issues...the gate was resolved the next day, but the filler piece remained an issue.

  

  Business Response

  Date: 11/18/2022

  Great Lakes Fence has gone above and beyond to accommodate This customers needs, and were happy to do it.

  So much so, that two years after the fence was installed, and 1yr after the warranty had expired, our owner had scheduled with ** *****, for himself to go out and look at the customers

  concern regarding a twisted pc. @ the side of the house. This pc was needed because digging against the house was impossible due to drain pipes and foundations, and the last thing we would ever want is to damage the property.

  Our owner (****) was then called by the customer asking him not to come until she would be home so he cancelled the originally scheduled visit. This vinyl fence that was installed nearly 3 yrs ago, was installed in a professional

  manner, and still to this day looks and performs as it should. I will say, that an appointment that was scheduled this morning with myself (*****) and ** *****, was missed by me due to a very personal issue that could not be ignored.

  Unfortunately, I was unable to reach out to ** ***** as a result, and I am truly sorry for that. If she wishes to re-schedule, **** or myself would be more than willing to meet with her either tues. or weds. before Thanksgiving.

  We are a very reputable company,we stand behind our work, and respect each and every customer that has ever done business with GLFCO. Please advise if the days above will work for *** *****.

  Respectfully,

  *****

   

  

  Business Response

  Date: 12/05/2022

  I am a bit confused as to where we are in this situation.

  If I am reading the response correctly, *** ***** would in fact like to meet one of our reps on site.

  If this is the case, please advise her that we an have our owner meet her on site on Weds. 12-7-2022,

  between 3-4 pm.

  Please confirm that this will suit the customers schedule.

  Regards,

  *****

  Customer Answer

  Date: 12/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *****
  
  
  

• Initial Complaint

  Date:10/07/2022

  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.

  The fence that was built on my property in August 2022. The fence is facing the wrong way, according to the city inspector the finished side of the fence should be facing the neighbors. But my fence is facing my property which means I lose 6” of property. I have called numerous times since installation. I finally received a phone call back today 10/7/22. The salesman **** told me that I told the installer to build the fence incorrectly. Which is not true.

  

  Business Response

  Date: 10/07/2022

  It is in fact true that the pickets face inward on this installation.

  The day great lakes fence installed the pickets, our crew called and spoke

  with me specifically and asked if we could nail the pickets up on the inside

  of the fence. At that time I advised them that the city code was to face the pickets outward.

  The customer said, and I quote "I pay "f'n taxes is this city, face them in".

  We always try and accommodate the customers wishes. This is an instance where our crew should have

  refused to do what the customer asked for, therefore, we will schedule a crew at our next opening (3-4 weeks),

  to reverse the fence.

  I will have one of our office reps call once the schedule has been set.

  Regards,

  Chris

   

  

  Business Response

  Date: 10/07/2022

  *** ****** is correct, I did not speak with him.

  As stated in my initial response, My crew called me from the job site

  prior to installing any boards informing me of the conversation that took place between ****( my crew lead, and ** ******)

  As stated in my initial response, because our crew should have refused to install it the way they did, we will set up a schedule to swap it around.

  I am not sure what the denial is for? We agreed to rectify this issue at no cost to Mr ******.

  Please advise if this is an acceptable solution.

  Respectfully,

  *****

  Customer Answer

  Date: 10/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *******
  
  
  

• Initial Complaint

  Date:10/05/2022

  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.

  I contacted Great Lakes Fence on August 11, 2022 regarding damages to the fence and was told to take pictures and send them to the manager, ******* email with details. I received an email response from ***** on August 13th and was told that the damage done to the fence was not covered under the warranty. After reading ******* email response, I contacted him by phone to further discuss what was outlined in his email reply. He said that none of the damages as he could tell were covered under the warranty and it was at that time I asked him about repairs and pointed out that there were several indentations at the bottom of the fence in several areas and his response was that it was due to a lawn mower to which it was not because it is nearly all around the bottom of the fence and my landscaper doesn’t cut that close to the fence. I was also told that the crack in the fence was not covered under warranty and it looks like a rock had hit it and used a rock hitting a car that would cause a dent in the car and I agreed with him and said that it is a strong possibility something did hit it; however, I would like to have it repaired or replaced as what I would do if my car had damages and asked him what would it cost. I called ***** again on August 22nd and told him that it would be better if he could send someone out because I couldn’t get anyone to fix it if picked up as he initially ask. He told me that it would take about three weeks as to when a crew would be in this area. I reached out to ***** again leaving a message for him on September 21st as well as September 22nd requesting to speak to the owner, **** and to date, I have not received a response from **** the owner nor ***** the manager. In the meantime, a piece of the top of the fence came off on Monday, September 26th and I placed it back on the fence as well as finding a small fragment of the fence that had broken off from somewhere, issues with the lock on the gate, durability and the list goes on.

  

  Business Response

  Date: 10/06/2022

  Good Morning all,

  Upon receiving the original phone call, and photo's, I had explained that the fence was damaged and not a factory or labor defect.

  I did state that the hole in the fence clearly shows that a foreign object had hit the fence causing the hole.

  I did offer for the customer to come in to our office and I would be more than happy to provide her with a new

  picket(s) at no charge. I did explain that we had a very large backlog and it could be quite sometime before we could get out to

  provide labor as well, and because the damages were not product, or installation related, that there would be a charge associated with the

  repair.

  I will have one of our sales reps reach out to the customer today and set up an appointment for a repair estimate to be given.

  I also will still be more than happy to provide the customer with replacement picket(s) at no charge if they wish to save the labor costs and swap them

  out themself. We do appreciate the business very much and want to do everything we can to accommodate the homeowners needs.

  Respectfully,

  ***** ****
  

   

   

  Customer Answer

  Date: 10/13/2022

  As stated in my complaint, I informed ***** when I called him back a few days later after our initial discussion that though he would not charge me to pick the replacement picket up, I would not be able to make the necessary repairs as he suggested on my own nor did I have anyone who would be able to fix the fence by replacing the part for fear of damaging the fence as it isn't an easy fix and therefore, I would need someone from the company to replace the damaged picket. He replied that if this was the only issue he would send someone to my home to make the replacement when a crew was in the area, at no charge because I was such a good customer.   
  
  
  On October 6, 2022, after the complaint was filed against GLF Co., I received a call from **** who is a salesman with the company whom I have dealt with before when purchasing the fence. **** informed me that he was told by Mike, the owner that I had submitted a complaint with the BBB and he would like to come out to my home that day to assess the issues. When **** came out, we both did a walkthrough around the entire fence where he noticed other damages that ***** alluded to as being damages from a lawn mower to which it was not and **** agreed. 
  
  
  Dave also agreed that replacing the picket was not a job I or anyone else could do without causing additional damage to the fence which they would not be liable for.  I told **** that this was what I was trying to explain to Chris. I also told **** that I didn't want to contact BBB, but at the same time, I do not appreciate being ignored and that was how I felt. I told him that I had been trying to get assistance from them since August and the least they could have done was contacted me with a tentative date.
  
  
   **** agreed and took pictures of both the top and bottom of the fence that he noticed was dented as well as the cracked picket. He also said that moving forward, if there were ever any issues with the fence, he would prefer that I reach out to him. He wasn't able to give me a date as to when the repairs would be made because they had to replace the one area where the seams were dented probably during the installation based on his assumption and therefore, would have to order the parts and find a time in their schedule to make the necessary repairs that would be cover under warranty. He never mentioned charges for the replacement picket, nor did he give me an estimate; so I am assuming that they are honoring the "no charge" as initially stated.  
  
  
  Until the matter is resolved, the complaint still stands. I am expecting them to honor my request and make the necessary repairs and I will be keeping the lines of communication open with **** as suggested until the repairs are completed.
  
  
  

• Initial Complaint

  Date:07/26/2022

  Type:Customer Service 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 had Great Lakes Fence complete 3 different fence projects for us at our home in the backyard from 2008 until 2011. The white vinyl fence in our back yard was damaged by winds/bad weather in March 2020 and then in March 2021. I called Great Lakes Fence numerous times, sent a few emails, and sent pictures of the damage on the fence. My husband and I wanted them to repair it and they ignored us and we never heard from them.

  

  Business Response

  Date: 07/27/2022

  Good Morning,

   

  I am very surprised that this complaint actually was processed and made it back to us. We field 100's if not 1,000's of calls

  each week, setting appointments for new installs, previous customer wind or storm damage repairs, etc.. We have 4-5 people

  answering the phones every time they ring from 8-12 the 1-4:30 (phones go off for 1hr on lunch)

  I'm not sure who this customer talked to if anyone, or even what time-day they called, but this is truly the first time I have heard

  anything with this name in need of service.

  Respectfully,

  *****

  Customer Answer

  Date: 07/27/2022

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *****