ComplaintsforAshlee Fence

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ashlee Fence was contracted to provided a 6 foot horizontal privacy fence. This was to be delivered end of December 2023, attempted delivery was mid January 2024. They also did not follow their own terms and conditions -the fence height is not 6 foot tall and only 5'4 to 5'5 tall -the holes for the 4x4 were not backfilled with dirt -the existing fence removal was not cut off at ground level and hammered below grounds. Due to the improper fence removal by Ashlee Fence creating a safety hazard my dog ended up in the emergency vet with a laceration requiring 10 staples -fence boards with black mold were use, which is below standard quality -double gate was not installed correctly and does not self-latch as required by the county with a pool in the backyard -the double and single gate hardware are installed differently and the hardware with the double gate does not function properly for opening and closing- there are multi inch gaps between the ground and the first 1x4 boards which should not be present -trash from the attempted install was left on site and not cleaned up. wood chips, nails, and dirt 1) a pile of dirt was left on the driveway 2) concrete was spilled on the driveway and not cleaned up 3)contreet chunks are found through out the yard as they were not cleaned up -the equipment used to dig the 4x4 holes left deep ruts in the yard that have not been filled in. yard condition is worse than before install To this date after multple phone call and emails back and forth with Ashlee Fence they have not corrected or resolved the issues. We are now approxitmalley 3 months after the fence should have been completed.

  

  Business response

  03/31/2024

  Ashlee Fence is trying to work with the customer to resolve all of the outstanding issues that were described in their complaint. While it has taken longer than we, and the customer, would have liked, we want to make sure that we are appropriately addressing each concern. Ashlee Fence will be trying to schedule the completion of the outstanding punch list items ASAP while we work to come to an agreement with the customer on an appropriate correction to the fence height deficiency.

  Customer response

  04/01/2024

  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, reasons for rejection are included below.

  Ashlee fence has not resolved the issue nor are they schedule to return to do a full fence replacement to correct the height issue of the fence.  Ashlee fence was to provide a 6 foot tall horizontal privacy fence and has failed to do so.  The fence height is only 5 foot 5 inches tall and short in some spots.

  
  Regards,
  
  ****** *****
  

  

  Business response

  04/04/2024

  The customer has correctly stated that Ashlee Fence has not yet been back to fully replace the fence. We have offered to immediately address the punch list items that were identified by the customer to ensure that everything, with the exception of the fence height concern, is taken care of. We have offered three separate options to augment the existing height of the fence to get within the 6 foot height tolerance. All of these options result in a finished fence that aligns with the proposal and will provide the same longevity. We feel that the customers request to fully remove and replace the fence is unreasonable. We truly want to come to an agreement where the customer gets an end product that they are happy with and that stands the test of time. We are committed to continuing the dialogue with the customer until we reach this point. That being said, we cannot agree to the unreasonable request to fully remove and replace the fence that is currently installed since correcting it only requires one addition fence board to be added around the perimeter of the fence.

  Customer response

  04/11/2024

  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, reasons for rejection are included below.  The solutions provided to correct the fence height do not align to what was in the proposal, I have had an indepent contract review the fence install and they agree a full replacement is required to resolve the height issue.  Ashlee Fence not installing the fence to the proper height, is not the fault of the customer and therefore as the customer resolution requested is a full replacement.  Should Ashlee Fence lose money on this, that is not the fault of the customer as Ashlee Fence did not fullfill the job and the height is incorrect as Ashlee Fence's doing.
  
  Regards,
  
  ****** *****
  

  

  Business response

  04/15/2024

  While Ashlee Fence disagrees with the idea that the existing fence requires full removal and replacement to comply with the contract, we have offered to do so in an effort to complete the work to the customers satisfaction. A letter offering this full removal and replacement was sent to the customer on April 15, 2024.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a new fence installed in 2019, 268 ft of fence and 3 gates. After 4 years of opening it to take my lawn mower to the back yard the double gate does not work, they hit in the middle. I called out Ashlee and the estimator who came out said the post was leaning and that they no longer use 4x4 at gates they use 4x6. And said they could fix it and it would not cost too much. Well, I guess my cost too much is less than his. I got the quote, and it was $750 dollars. I called and questioned it 2 different times and getting no answer before the guy answering the phone said yea the estimator said there was nothing they could do. It sounds like to me they should have used a 4x6 anyways and we would not of had this problem. I ask the guy to have his boss call me and have never heard a word since. Even though I think they installed it incorrectly by not using a 4x6 I am willing to pay something but $750 when they put the whole fence and $750 represents over 20% of the total we paid for all 268 ft of fence and 3 gates.

  

  Business response

  02/22/2024

  We contacted the customer to discuss the original estimate along with alternate options. We also explained the pricing. It appears that we have reached an agreeable solution to his gate issue and will be performing the work to fix at a price that we agreed upon.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  January 25, 2023 I received final bill for fence installation and had a $500.00 dollar extra charge on it for having to return a different day because the sprinkler heads weren’t marked. I had told them the sprinkler heads were not in the way of the fence. When they originally came out to install the fence they said they needed to reschedule because they needed a bobcat with an auger to get through the rocky ground. When they finally returned they used the original two man auger they had.

  

  Business response

  01/31/2023

  Customer stated that they had some questions/concerns over the additional $500 charge applied to their final invoice for the trip charge. I sent the below detail to them to explain. They did not like it, but these are the facts. We are not going to further pursue the additional $500 charge, but I feel we are well within our right to do so. We more than adequately explained this on the front end of the project, but the customer chose to focus on a secondary comment related to tough digging in their yard.

   

  I wanted to take a moment to detail out the reason for the charge in an attempt to align with you. I can tell you that we never like to add the charge, but we obviously are obligated to pay our crews when they go out regardless of project outcome. We certainly never want our customers to be surprised which is why we try to communicate the policy multiple times during the process. I apologize about the length of this e-mail, but I want to make sure we have all the facts laid out.
  
  12/1 – Sent readiness checklist that steps through all requirements for the job to be considered ready for installation. This e-mail clearly states, “Please read thoroughly as a trip charge will be added for any delays caused by the items below not being completed”.
  12/2 – We received the initialed checklist back from you. During conversation with Aimee in our office you let us know that you were having the sprinkler lines marked.
  12/5 – We were informed that your property survey was being completed on 12/9.
  12/18 – Our installation crew arrived on site and found that only 3 sprinkler heads were marked with purple flags but none of the lines had been marked. As such, it was decided that we would wait until the lines were marked to complete the work. At that time it was also discussed that we may need to use a Dingo to auger the holes due to potential rock.
  12/19 – Aimee in our office talked to you about sprinkler heads and irrigation lines and that they weren't all marked. At that time we were told that we should install as planned and if installer hits a head or line to keep going.
  1/3 – Aimee again spoke with you and it was decided that you were going to have the lines marked so we could avoid any potential damage.
  1/11 – We were notified that your sprinkler lines had been marked.
  1/18 – Installation crew mobilized to site. Rear line had not been graded, but it was determined that we could get the fence installed anyway. Posts and lines were installed.
  1/23 – Installation crew returned to install wire and gates to complete project.
  
  Because we were unable to perform the work on 12/18, we applied the trip charge per item #6 of our checklist and item #10 of our terms and conditions. It should be noted that we also typically apply a $150/hour charge for the time our crews are on-site and unable to work. I waived that additional charge in this instance.
  
  As I stated at the front end of this letter, we never want to surprise our customers with charges and we always try to do the right thing. As such, I am more than happy to discuss this further with you and come to an amicable solution.

   

   

  Customer response

  01/31/2023

  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. 
  However, their response is not accurate. There were never sprinkler heads in the way. They left without installing the fence because they said they needed different equipment!
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paid Ashlee Fence $1,247.95 on 11/3 with a credit card to have my fence repaired. They required a 50% deposit at time of placing the order. They contacted me in December to schedule the repair on 12/15. They never showed up and when I called them, they couldn't find me on the schedule and the scheduler never called me back. They left me a message on 12/22 that I was now scheduled for 12/30. Called today to confirm and again they can't find me on the schedule! I'm tired of their lousy communication, stalling and games and want my deposit refunded.

  

  Business response

  12/29/2022

  Job was scheduled for 12/30 but person answering phone for our company was not aware leading to the mis-communication with the customer. A refund of the project deposit was issued to the customer on 12/29. This issue should be closed.

  Customer response

  01/03/2023

  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.  Refund check was received today 1/3
  
  Regards,
  
  *** *********
  

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We installed a pool and then had Ashlee Fence install a fence. They did not show at least once, then did not properly install the gate. The safety latch is on the wrong side and does not latch automatically. It also does not match the rest of the fence. We have left multiple messages over the last two months asking for them to fix the issues. We haven’t even received a call back. Since the fence surrounds a pool, there is a safety and liability issue here. We are very frustrated at this point with the lack of response.

  

  Business response

  10/10/2022

  Completion of work requested by customer to complete the job is scheduled to be complete on Thursday, October 13th.

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