ComplaintsforAll American Fence & Deck

• Initial Complaint

  11/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchase a fence from All American Fence in **. I called about some repairs had to be fixed. The girl in the office **** asked me did the mexican crew put in your fence, I said yes, she then said they had fired them for lousy work and she would make sure we get taken care of. Well, that was over 2 months ago!! Tried to calling many times always got voicemail, left message with no call back. Finally I called the sales person and she was going to call the office. **** called me and I asked for a supervisor to come out and look at the problem, well they sent out workers so I called the office and the owner called and was very rude and said he had to much to do and sent the workers back, while he was screaming at me, he hangs up and sends me a text F-*** *** US! I still have the text! So they come back and had to put cement in about 8 posts out of 10!!! But didn't fix my gates. They were installed with a gap about 8 inches of the ground, the whole purpose of me getting a fence was for my new puppy and he can get under that!!! So I called the salesperson this past week and she came out and my husband and I went over everything that had to be fixed. So they show up today ,go right to the fence and not even let know they're here and chopped up some cement that needed to come up. They started to leave an I said what about the gate???? They said they can fix it for ****** and walked away. I called my husband(he was at work) and he wanted to talk to the one worker ****** and all 4 of the workers just kept walking back to the truck like I wasn't calling them!! Totally ignored me!!! **** from the office calls me and tells me they're not fixing the gates and she wanted to talk to my husband. She called him and told him too they won't fix the gate!! THIS COMPANY IS RUDE AND DOESN'T CARE ABOUT THEIR CUSTOMERS AT ALL!!! Look at their ******** page and see the bad reviews!!!I paid ****. for this fence and I expect it to be fixed, it's under warranty and they did lousy work! Please help me!!!

  

  Business response

  11/25/2023

  We installed the fence for the Wentworths' at Regal Dr. in ****** **.  They were happy to pay us when the job was completed.  Some weeks went by and they called us back for some warranty work and we come out and fixed it. Again they were happy,,,,grant you that there was 2 guys there all day  doing what every they wanted done.   They again called for a  third time and had complaint about a gate that needed to be switch out. The same gate when we were walking the property and making sure where the gates were in the proper place and the swing was how they wanted. We installed the gates how he wanted them and where he wanted them. I was there when the gate were marked out and I was the one that marked them out; with ******************** standing right beside me;  Now ********************** wants the gate switched around and I'm not willing to do it for freel  I gave them a price of ****** to take up the gate and switch it around.  He does'nt want to pay and what he wants done is not warranty work and it's not an error in installation because I addamatly express to him about how the gate would close.. He said he did'nt care.  We fulfilled the contract as was  required by the contract.  I offered him a fair price to swith the gate around but he doesn't want to payl
  

  Customer response

  11/30/2023

   
  Complaint: 20870113
  
  I am rejecting this response because:It took me weeks to get someone on the phone and come out.I didn't have enough room on the complaint form to say that my double gates are sticking and when the 2 guys were out they tried to fix it and now it's high off the ground and it's sticking again. When the guys came out they had to pour cement in almost every post because it wasn't done when they installed it! They also couldn't fix the latch on my chain link fence that day because they didn't have the part. They were supposed to come back and fix it and AGAIN LEFT MESSAGES ON THE COMPANY'S PHONE AND NO ONE CALLED ME BACK FOR WELL OVER A WEEK!! We had a rep come out a few days before they were going to have to the guys come back and we went over everything that needed to be fixed. The guys were hear for 10 minutes tops to chop up a big blob of cement and told me the fence would be 300 to fix it. Originally the guys who installed the fence were fired for crappy work per the owner, he exact words were "did the mexicians do the job, and we fired them and we will get you all taken care of." ** far as being charged ****** it was installed improperly (they told my husband that's the only way to do it)

   When the install was done the guys didn't even leave my property and the owner was on the phone wanting his money!!!! After a few days because there was NO CEMENT in most of the posts the fence was sagging, so we weren't happy 100% when they were done! The owner just doesn't want to fix their mistakes and again screamed at me on the phone and so did the other owner!!!!

  Also we paid for BLACK chain link and the posts are spray painted which we didn't see on the day it was installed. The owner should stand by his installers work and fix what has to be done.
  
  Sincerely,
  
  *********************************

  

  Business response

  12/04/2023

  *********************** isn't telling the truth.  We have sent ****************** to address anything or any issue that she may have. 3 TIMES! that's right three times since since the initiall installation.  We came back and put more cement in after the posts had settled.(didn't mind doing that at all.)  We have tried to do anything and everything to make The Whitworths happy.  They were happy the first time we came out after the initial install....else we wouldn't have been paid.  The Whitworths wants the company to pay for switching a vinyl privacy gate swing.  That's easier said than done; else we wouldn't be here.  ********************** was adamant about how the gates were to swing and how they were to be hinged.  I suggested that the swing on this particular gate (which is on a hill/slope) be hinged differently that he wanted, but he insisted that the gate be as he wanted.  Now that it's not how he wants it, he wants us to pay for it to be changed out, which requires (2) new vinyl gate posts, digging the existing posts up; after taking the gate down.  Installing the 2 new gate posts and putting the gate back up.  I can't use the old posts because they will have s**** holes in them and will not line up.  I'm not unwilling to come out and change the swing or the gate; I'm unwilling to do it for free.  I've done everything they have asked me to, but I will not do this without being compensated. I'm willing to address any ligitamate warranty claim they have, but I've sent guys out three times with her sending them away once until I had a conversation with here on the phone.  They spent all day addressing whatever problem she could find.  I digress.

  Customer response

  12/06/2023

   
  Complaint: 20870113
  
  I am rejecting this response because:  First of all they are the ones who aren't telling the truth. When they came out to fix the problems, they had fixed the front gate because it was sticking , and did put cement in the 9 out of 10 posts that didn't have any in it, the worker ****** told me that!  The fence worked for a few days and the salesgirl ***** came and she saw for herself it was sticking again and it is way higher off the ground then before! She also wrote down everything that had to be repaired and agreed with us. The only thing they came back to fix was digging up about a bag of cement that the original crew left, and they left telling me it would ****** to fix the single gate. They didn't even look at the double gate and just left. I called to them and they just kept walking. This company doesn't stand behind their  workmanship is the problem. As far as me paying the balance on the day the job was done I had no choice the owner called me before the guys even left my house!!!! When I called the first time to have them fix the repairs the co-owner said no problem you're under warranty (that's a joke) because they don't care once the money is in their hands!

  It's a lousy way of running a business, the customers don't count
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contracted with All American Fence Company on September, 27, 2022. At the time I signed the contract I put down a $1500 deposit. I advised the company representatives, (*****************************; ************************* that I would need to get *** approval in order to proceed. The *** did not approve the fence due to a conflict with the Covenant and Restrictions. I notified All American Fence Company immediately in mid November that I could not go forward with the fence and I requested a refund of my deposit. THEIR CONTRACT DOES NOT STATE DEPOSITS ARE NON-REFUNDABLE. I spoke with ***************************** by phone on or about November 17. She said she would see about returning some of the materials, (specifically the rope), and she would get back to me. She has failed to return a single call to me. I have retained an attorney, *************************** of the ********* Law firm in Georgetown, who is working with me to resolve the issue with my ***. He has called All American Fence Company several occasions regarding the return of my deposit. They finally retuned his call in December and said they will return $1,325 of my deposit due to materials they could not return. However as of this date, January 17, 2023, they have not returned any amount of my deposit to me. And, if they return a portion of the deposit, then they should give me the product they cannot return since it was purchased with my deposit. At this time and because of their business practices, failure to respond to me or my attorney, I am seeking the full return of my $1500 deposit. A copy of their contract is included.Thank you for anything you can do to expedite the return of my full $1500 deposit. I am 74 years old and have lived here for 19 years. I have worked with many contractors over the years. I have NEVER experienced a worst business transaction as I have with All American Fence Company. I would never recommend them to anyone.Respectfully,************************* **********************

  

  Business response

  01/26/2023

  Contact Name and Title: *****************************/Owner
  Contact Phone: **********
  Contact Email: ***********************************************************
  ***************** contracted ** to supply and install a post and rope barrier fence on her property. She said that it was her property and that she was going to do this project despite any objection that homeowner association made. We ordered posts and nautical rope for this project. We are giving her credit on the posts , but the nautical rope is non-refundable. We are sending ***************** back *******

  Customer response

  01/28/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response submitted by All American Fence is in accurate. The company representative, ***************************** was given a recent survey of my property which clearly mapped out the area to be enclosed. I did tell him I would have to notify the *** of my proposed plan. I did in fact tell him I could not proceed without the approval of the Board. The fact that the *** did not approve the proposal was the reason I contacted All American Fence Company for the refund of my $1500 deposit. There is in fact a pending issue with the Board; however this does not negate the fact that the contract with All American Fence makes NO REFERENCE THAT DEPOSITS ARE NON REFUNDABLE. If a partial payment of $1250 is being refunded to me, then those materials that were purchased from my deposit should also be provided to me with the receipts of the purchase. Otherwise I expect a full refund of my $1500 deposit.

  Customer response

  01/28/2023

  Additionally, several attempts by my attorney to reach ****************** went unanswered until mid- December. At that time ****************** said she was refunding $1325 to me which was never sent. It's odd that now ****************** is responding and refunding only after I have reached out to the Better Business Bureau on January 17. And the amount of the refund has now been reduced to $1250. Thus the need to have either my full refund of $1500 or receipts showing the actual cost of materials and the materials that were purchased.

  

  Business response

  02/01/2023

  I spoke with **************** on Monday January 31, 2023 VIA text message. She seems to think that I should refund her entire deposit and the materials for this project should be given to her. She seems to forget that I went to her home twice; with one way being 1 hr and 7mins. I spent at least an hour and a half the first time I was there and the second time at least an hour. She forgets that I went to the lumber yard and paid for several post....loaded them onto a trailer and then hauled them to our fence yard where they are going to lay until I find some use for them. I also ordered $334.84 of nautical rope that I have absolutely no use for and cannot return. **************** would have you believe she didn't have us go ahead on ordering these items, but she did. She backpeddled on that fact after I sent her screenshots of the text message conversation that shows she did. **************** would have you believe she's a victim and we have nefariously taken her money. This is not the case. We just took what was ours and we were more than fair about it. She has the audacity to expect me to foot the bill for everything involved; even though she is the one that broke the contract and We should be compensated for nothing. She's wrong. She had nothing to say after I asked her how she was going to compensate me for my time, my efforts, my travel expenses, my gas expenditure and my monies; all the things that was lost to me through no fault of my own. I sent her a check back for *******, which was more than fair. She can cash that check or not, either way my business is done with **************** and I will not be wasting any more of my valuable time on this. She already wasted enough of my time, money and efforts.

  Customer response

  02/02/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  All American Fence Company is still mis-representing the facts in this case. ***************************** did text me on February 2nd. This is the 2nd time I have had any contact or dealings with him on any level. ****************** came to my home only once; to take measurements and assess materials needed to complete the project; and present the contract to be signed; and secure my deposit. I have had no further dealings with him. Nor, have I or my attorney ever been instructed to deal with him. My primary dealing and those of my attorney have been with **********************************
  ****************** is asking to be compensated for this time, and efforts in handling this proposed project. If these services are to be compensated in addition to the 50% required deposit, then these additional service fees should have been detailed in the terms of the contract. All American Fence company has held on to my money since November! They only recently supplied receipts for purchases made with my deposit that they said were non-returnable. As I stated previously, they failed to respond to any requests made to them from myself or my attorney until I contacted the Better Business Bureau. They have not returned any materials to me that they were unable to return. These materials were purchased from Amazon. Amazon accepts most returns within 60 days of purchase. I was able to return reflectors I had purchased for this project within the same time-frame of my notification to All American Fence Company that I was unable to go forward with the project. So I'm not sure why they could not return the materials they purchased; or why these materials could not be given to me as I requested. Apparently all other material purchased were returned. So they have been made with respect to materials purchased from my deposit.
  The company has refunded $1250 of my $1500 deposit. So I accept this amount and consider the matter closed.
  I am extremely grateful to the Better Business Bureau for their involvement in this matter. Clearly had they not intervened; I would have never heard from this company.
  

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