ComplaintsforN.E.O. Fence Co., Inc.

• Initial Complaint

  05/22/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  During the months of Oct-21/Nov-21, we received 3 quotes from fencing contractors (Acme Fence, Great Lakes and NEO Fence) to install a privacy fence around the full permimeter of our yard. All estimators were informed that the existing fence on both sides of our yard were the property of our neighbors and that they had agreed to have their fence removed by our contractor to install the new fence in order to avoid the required offset. I requested quote for tear down of both side fences and installation of the privacy fence around the full perimeter of our yard. Acme quoted $11,120 ($10,315 cash), Great Lakes quoted $9,798 and NEO quoted $9,364. After comparing quotes, we decided to go with NEO fence based on their quote coming in slightly less than the other quotes. When the fence was installed in April-22, this was a two day install. After the second day, the installers told us that they were finished and were about to leave the job site. To my surprise, all sides were installed except one side of our yard, where our neighbor’s wood fence still stood. I questioned why the other fence was not removed and installed and the installer replied that they had no material - the job was not quoted for the remaining side. After the installers left, we called the sales person and questioned the same thinking it may have been an error and was given the same response. We asked for the issue to be immediately escalated and the sales person told us he would inform the owner of the company. A few weeks later, the sales person returned to require the last side of the fence and quoted an additional $3,919 which in our opinion did not give the transparency to confirm materials were quoted at same price from previous installation and did not reflect any adjustment based on the company’s error. With the new quote, the total cost is $13,283 which exceeds all quotes. Had we known this up front, we would have chosen a different contractor.

  

  Business response

  06/03/2022

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The business feels that they have done everything that is listed in the contract signed by the customer. They will not be offering any refund at this time. The business is willing to put up the remaining fence and offer a 10% discount for the service. 

  

  Business response

  06/29/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  ******,
  
  I received the response. I have attached the contract that was signed from Rosati. We installed and charged the exact amount that was in the contract that was signed.
  
  Our offer of 10%discount on new work is not only fair it’s final.
  
  What other companies were quoting is irrelevant.
  
  Regards, 
  
  ***** *******
  President
  Northeast Ohio Fence & Deck, Inc.

  Customer response

  07/10/2022

  [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 continue to disagree with the business’ position on this; however, to bring this to a close we will finish the remaining side at the quoted amount less 10%. 
  
  Regards,
  
  ******** ******
  
  
  

• Initial Complaint

  11/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  7/21/21- ***** measured for quote, verbally told timeframe 12 weeks for vinyl fencing. 7/26/21- Estimate Provided for $19530 for 357ft Vinyl Fence with gates with $6510 deposit for materials and $13020 due upon completion. With 15% material restocking fee for cancellation. 7/29/21- confirmed via text 12 week timeline with ***** and signed contract, provided Credit Card information for deposit. 9/16/21- Texted ***** for update since no deposit charge for materials was made and I had heard no news regarding install. I was directed to call office. Spoke with ******* who informed me we were on schedule for March/April Spring 2022 install- Drastically different than 12 weeks we were promised, but was told that this probably isn't right and I will receive a follow up, I never did. 10/5/21- Received email from NEO Fence directing me to a PDF from their vinyl fence material supplier (dated 9/16) regarding product supply issues. Contacted NEO office spoke with ******* who confirmed again hopeful for spring 2022 install. I advised her this is not going to work for us and expressed interest in other options to get a fence in other material than what we originally wanted to. Was told she would speak with ***** and see if they could work something out, and that I would be getting a return call. I received no further communication from NEO. 11/4/21- Emailed ******* we were no longer interested in trying to work with NEO, who could not provide what we were promised. ***** texted me, I told him same thing and left it at that. He requested more of my time on the phone which I could not accommodate 11/6/21- $2929.50 charge was applied to my credit card 11/11/21- found charge, immediately contacted the company via phone message and a text to *****. ***** called says its a material restocking fee. I never paid any deposit for the job or material, yet somehow receive a nearly $3000 fee weeks after my project was supposed to be completed. Opened fraud case with Credit Card

  

  Business response

  11/15/2021

  Customer signed Contract on 7/29/21 to purchase a special order vinyl Fence for $19,530.00. 

  Customer gave a credit card verbally on file for deposit and balance.

  Customer cancelled Fence order 11/4/21

  Signed Contract clearly states 15 percent re stocking fee on all cancelled orders over 3 days from sign date

  Signed Contract clearly states "delays beyond our control"

  NO INSTALL TIME FRAME ON CONTRACT

  see attached Copy of Signed Contract and Credit Card Transaction.

  Customer response

  11/15/2021

  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.]
    I have clear text messages (which I included in the complaint) from the salesman I was working with saying a timeline. If this is not addressed I am fully prepared to take this to court. I received a phone call where the owner stated “give me half and I’ll make this go away”, in the same conversation the owner also made reference to having some sort of relationship to the BBB agent handling this case. This is clearly fraudulent activity and I will not back down from someone who thinks they can bully or extort a customer who they are wronging. 
  Regards,
  
  ***** *****
  
  
  
  
   

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vinyl fence installation. The fence was installed after several months so my bill was paid in full. There were issues that I contacted NEO Fence about but matters have not been resolved after several weeks. ******* is no longer communicating with me. The wrong fence post was wrongly installed displaying 2 holes one one side of the post. Also, screws were purposely not used in several location.

  

  Business response

  11/09/2021

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The business has stated that they have been in contact with this consumer. The new post has arrived and they plan on installing it in the next week or so. 

  Customer response

  11/12/2021

  [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. The company has completed the transaction by resolving the issues outlined in my complaint.
  
  Regards,
  **** *******
  
  
  

*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. ↩