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:12/10/2024

  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.

  In June/July of 2023, Benefence installed 650 feet of wooden rail fencing on our property. Unfortunately, the fence is of poor quality and workmanship, resulting in significant issues: 1. Substandard Materials: The wood used for the rails is cheap, leading to many rails bowing or snapping off the posts. 2. Improper Installation: Rails were improperly installed to the posts, causing more rails to break. 3. Widespread Damage: Currently, over 40 rails require repair. Attempts to Resolve: We have made countless attempts over the last 8 months to address these issues with Benefence, but they have failed to provide a resolution. • Initially, Benefence promised that someone would come to fix the issues. That never happened. • On several occasions, Benefence said they would make the repairs “in two weeks” but never showed up. • At least once, Benefence said they would make the repairs “next week,” but never showed up. • Later, *****, a representative, assured us they were "working on getting someone out." Nothing happened. We provided several photographs of the needed repairs. • ***** then stated she needed to talk to the owner. We heard nothing unless we initiated follow-up calls. • At one point, another fence company assisting the owner called and claimed they would "make things right." However, no action was taken. We are frustrated, disappointed, and fed up with being given the run-around. We paid Benefence a significant amount of money for a fence that is now largely unusable. Their lack of accountability and failure to fulfill promises have left us with a defective product and a repair burden we should not bear. We request Benefence to take immediate responsibility and resolve this matter. Specifically, we demand either: 1. Complete repair of the fence at no additional cost to us. 2. Benefence must pay for another fencing company to repair the rails to an acceptable standard. Benefence's ongoing neglect and lack of communication is unacceptable.

  Business Response

  Date: 12/10/2024

  I have contacted Mr ***** directly and explained how my stroke caused a collapse of my business. I have nothing further to say.

  I am sorry for any problems my stroke and the fallout from the devastation my stroke caused to my business. It certainly was not my intentions, plan, or desire. 

• Initial Complaint

  Date:08/15/2024

  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 ordered an 8ft high 250ft long treated fence from BeneFence. We agreed on a price of $11,000. The owner **** *********** grandson ****** told us we needed to pay $5,500 upfront, (BIG MISTAKE) he told us it would take about 5 weeks. The transaction took place on 4/23/24. We have the grandson counting the cash on our surveillance camera. Today is 8/14/24 I have no supplies & no fence. I have been given the run around for 16 weeks. A man called me on behalf of **** on 8/8/24 to tell me that **** had a stroke & his family is stealing from him & that he would be installing my fence within another 2 weeks. The owner **** called on 6/11/24 to tell me he was running behind schedule because no one wants to work. SOMETHING IS NOT RIGHT!!!! I would like a full refund of $5,500. I am sorry if what’s happening to the owner **** is true, but again from the beginning SOMETHING IS NOT RIGHT. I’ve been told a different story every time someone actually got back to me. ****** his grandson, told us we were only to deal with him & then disappeared after he got the cash. We thought we were hiring a reputable company. We either got scammed or the owners family screwed him. We have our receipt & documented proof of all contact with this company. I hope we don’t have to take this any further. Today I contacted ****** answering service, his sister ***** & ****** cell phone. I requested a full refund. As usual NO ONE HAS CALLED ME BACK.

  Business Response

  Date: 08/15/2024

  Ms ****** is correct; we are behind. Ms ****** is a very nice lady. It's true that I had a stroke and since then things have been rough. I was in the hospital 3 months and spent an additional 2+months at home recovering before I could  return to work. We did receive a request this week for a refund we will be happy to comply to Ms ******** request. I was not aware of Ms ******** feelings. She is a good person. 

  Customer Answer

  Date: 08/16/2024

  
  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.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 08/26/2024

  We have not received the refund yet. Please provide the date we will receive our refund.

  Customer Answer

  Date: 10/04/2024

  As of 10/4/2024, I still do not have a refund. I was told I would have it in the next two weeks.

• Initial Complaint

  Date:08/15/2024

  Type:Order 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.

  April of this year they came out for a quote and we agreed to fence work. Four weeks was what we were told till they could get in to start. In the following week or two they reached out for a thousand dollar deposit. It’s been 4 months and the best you can do is get a remote answering service. Business address is a cheap motel. This business is an absolute scam.

  Business Response

  Date: 08/15/2024

  Mr *** is correct that we are behind. Since my stroke I have been behind. I am trying to catch up. Mr *** is wrong that our office is in a cheep motel. We rent office and warehouse space from *** ********** and Offices. We have for 8 years. They have been a ********* business for 40+ years and have several location. There is a motel down the street. But not at our location. It is convenient for us to be near our warehouses. We reached out to Mr *** this week prior to receiving this complaint. We scheduled him for this Friday. We apologize for our delay. Mr *** has a very small job which should be completed on the same day. 

  Customer Answer

  Date: 08/15/2024

  
  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.
  

   

  yesterday I was reached out to by phone by someone other then the phone service.  We spoke and I agreed to one more chance to get this job taken care of.  I’m more than willing to work with these guys as long as there’s some form of communication.  It sucks all around that this was a way to get ahold of anyone.   And for the address I urge you to look up the office on ****** maps or ***** Maps.  As it only brings you to a motel, no fencing company or warehouse.

  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:07/01/2024

  Type:Product 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 agreed In March to 50% down of the fence and the timeline (4-5 weeks). I was informed the fence would be done before we went on vacation (May 22). There was no contact before our vacation and we assumed it must be the following week due to rain. We waited a week & 1/2 later and still no contact! I then called and emailed them and was informed they were closed for a whole week (with no contact or update for us) and a day later the owner emailed me saying it will be done end of week 6/3 beginning of week 6/9. On 6/10 I still didn’t hear anything and I called them. He then told me everything has been pushed back and there is no date for my fence. At that point, I decided to request a refund and cancel my fence. After telling him this, he ignored all 10 emails I sent and would not answer my calls at the office. When I mentioned a lawyer, he then emailed back and stated his health conditions and basically implied he used MY fence money for his health and/or for him since he is not working. I got more and more furious and got in contact with a lawyer. After the lawyer had ran his information, he stated I’ll get the refund Monday (it was Thursday he said this). I was so angry and confused why he had to wait until Monday!! Monday night came and he showed us the screenshot of it refunded and we saw the amount in the bank as pending that night. The very next morning it was gone and the bank said they see absolutely nothing on their end. He had sent it and cancelled it later that night and took back our money!!! I cannot get in reach with him now and have a law suit pending against him! This is sickening and I’m so beyond furious this is a company still in business.

  Business Response

  Date: 07/02/2024

  There was a delay in getting her job done due to a shortage of personnel. It was made clear to the customer that my stroke was fully paid for by my insurance when she asked about that issue. Yes, my stroke was a reason for much of the delay. I was out of work for over 5 months and I have been trying to catch up. Her refund is being handled by the card company. I don't have anything to do with it once it's refund on my end. But, I will see to it that she gets her refund. 

  Customer Answer

  Date: 07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:  the stroke happened months before I even called benefence. **** had nothing to do with the fence, but to make sure we had a schedule deadline and not to keep pushing it off. **** also doesn’t have to be in the office or working to refund our money. He sent it once and took it right back. He stole our money and that’s fraud! Multiple people in the office knew about this and just sat by while he did it! He claims the card company is dealing with it but he already sent a screenshot and proof he was the one who refunded the first time and cancelled it. Funds are up to him, not the card company. Lots of excuses and I want my money back and I’m pretty sure he spent it so I will be filing a lawsuit. 

  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:11/15/2023

  Type:Product 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.

  Benefence was contacted to install a fence in our backyard. During the initial encounter we were informed that the installation timeframe was approximately 4-6 weeks. Given the timeframe and other commitments, we agreed to the timeframe and paid the requested deposit. After 4 weeks had passed with no contact, I reached out the agent that surveyed our yard to the timeline and was told that I would face an answer by the end of the week. This came and passed. After the 5th week, I contacted the main office and expressed my concerns and was told that my fence would be started during the following “Wednesday week”. 8 (Nov 1) days later, there was no fence and absolutely no contact regarding the installation. At this time, I requested a refund of the deposit and informed the representative that I was canceling the service. I informed them that I wanted the refund within 7 days. As of today 14 Nov, there has been no evidence or contact regarding a refund of the deposit. I requested either proof that the charges had been reversed on the credit card or cashiers check for the full amount. I was informed that I would have an answer by the end of the business day, which I have not received either an email or phone call regarding this issue.

  Business Response

  Date: 11/28/2023

  First, let me personal apologize to Mr. *****. It is no excuse for how Mr. ***** was handled but I had a stroke and was in the hospital 3 months and during the time of Mr. *****’s trouble. I returned home a week ago but am still recovering in a hospital bed at home. Mr. ***** has every reason to be frustrated. While my absence is no excuse, I like to believe I would have caught this issue before it became a problem. My staff was thrown into a situation suddenly. They are doing better now. I have ordered Mr. *****’s money be refunded this week. Again, we are at fault here and I personally apologize to Mr. *****.