ComplaintsforPflugerville Pfence Company

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Pflugerville Pfence Company replace our back fence , side gate and front gait following hail storm recently . The front section of gate was enlarged to 9 ft with welder needed to custom build the larger section of the gate - which was set to accommodate removing a boat. The front gate is not aligning well due to size and weight of the gate. I called Pfugerville Pfence and reported mal- alignment the first time and they did return to fix alignment . The gate is again mal- aligned and I have called and left messages 4 times with request to call back to both fix current alignment problem and discuss future modifications needed to prevent more mal alignment . Pflugerville Pfence Company has not called back . The gate was built in November - less than 4 months ago. I currently can not open or close gate without assistance.

  

  Business response

  01/27/2024

  Thanks for making me aware of this. Going forward, please call me directly. Use the main number ************ press 3. This is the same number on my business card and emails weve shared since I was at your property with you and your husband 

   

  As for the gate, I will have a different crew come and correct the issues from the previous crew that I have let go not long after your job was done. Im sorry we failed you in this installation. We will get it right I assure you. 
  Thanks

  *********************

  ************ ext 3

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had a steel fence installed 3/2023. We had many issues with this fence most of which have been resolved. I continue to have an issue since installation with one gate that is too tight to close and has caused damage to the post. I contacted the owner of the company on multiple occasions to which he replied this would be fixed properly. Since then, I have attempted to contact him to which he is no longer responding. I want this fixed as it should have been done months ago.

  

  Business response

  09/22/2023

  The crew has been informed to get the gate adjusted. Theyve actually been told to get it done and followed up on and reminded to get it taken care of. If they dont get it done with a couple of business days, I will send someone else

  Im sorry for the delay. *** who was our only salesperson leg the company and Im now taking care of all estimates and it spreads me thin 

  Customer response

  09/26/2023

  Complaint: 20641800
  
  I am rejecting this response because:

  The guys came and removed a piece of the gate that allowed it to be locked. This was to be a new fence. I already have compromised way too much on other large issues. I want the gate latch fixed properly please.
  
  Regards,
  
  **********************************************

  

  Business response

  09/26/2023

  We will take care of the gate latch as we have all of the other complaints even though you requested a flat type fence when it should have been installed with rackable panels that follow the slopes of the property. We came back and changed multiple posts, adjusted the panels to accommodate you. This all was not required but we did so at no charge. 
  

  I believe this BBB complaint is total uncalled for since weve gone out of our way and eaten a lot of unnecessary costs so far. 
  

  WE WILL get the gate issue addressed within the next couple of weeks. 

  Customer response

  11/17/2023

  Complaint: ********
  
  I am rejecting this response because:
  I filed a complaint #******** on 9/22/2023 regarding the lockable latch on one gate. The owner of the company responded that the fence would be repaired in the next couple of weeks. I have since attempted to contact the owner with no response. The fence has not yet been repaired as of today, 11/17/2023.
  Regards,
  
  **********************************************

  

  Business response

  11/17/2023

  Im very sorry 

  I have hired additional crews and will get one there be Wednesday 11/22

  Customer response

  11/18/2023

  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.
  
  Regards,
  
  **********************************************

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had this fence installed 5 years ago and it's failing (falling over). I even paid extra for steel posts. They (Pflugerville Pfence Company) just came and told me that it's 'normal' with the ***** heat we've been having and they could rebuild it for over $2k. I use my sprinkler, I pay I out the wazoo on my water bill, there's no cracks in my yard. This is contractor error. They either did not put the posts in deep enough or use enough concrete. Absolutely NO ONE else in my neighborhood is having this issue with similarly aged fences. Actually most fences are 10+ and still upright.

  

  Business response

  09/29/2022

  This Treated Pine fence that was built in December 2016, almost 6 years ago. Our salesperson *** visited the property within a day or 2 of this complaint to notice the dry soil on the property. *** has been building or selling fences for 40+ years. He knows fences better than anyone I know. The fence is leaning due to the worst drought I've seen in the 18 years in Central *****. Since this fence is almost 6 years old, it's been through all of the seasons and that will affect the wood. It will expand, contract by getting wet/drying out and the Treated Pine pickets warp worse than any other fence picket available in the area. No customer or fence ********************** can do anything about the warping of the wood. The cracks in the dirt along with the soil around the posts that are set in concrete dries and shrinks away from the concrete that makes the posts loose in the hole and the fence will be loose and/or lean. There's nothing ********* installer or company can do about this. The dirt around the posts has to at least stay moist.

  *****'s home is in the Village of Hidden Lakes in Pflugerville. This area was ranch land 15 years or so ago. It naturally don't hold moisture, it dries, cracks even worse in drought conditions. There's several areas that we service that has this problem. 

   

• Initial Complaint

  05/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Pflugerville Pfence replaced a fence and gate for me on April 13. As per their bid (see pages 2 & 4 of the uploaded doc), the gate was to be ***** inches in width. The gate installed is much less than that, ***** inches, and is too narrow for a riding lawnmower to pass through. The gate is 8 feet across, and a correct installation would have been a metal post on each side, with a gate of the correct width between. Instead, the installer cut corners by putting just one post in the center, not allowing for enough space on either side to correctly install the gate.I alerted the company of the problem on April 18, and it took more than two weeks for a representative to assess the project, which finally happened on May 3. The person who visited said they would send a crew out to re-do the gate the week of May 9th, which they failed to follow through on or communicate further about. As of today (May 25, 6 weeks after the incorrect gate installation), the only message I have received from them has been "I sent a message to the installer to get this completed ASAP." That communication came on May 18, a week ago and nothing since then.I wish for Pflugerville Pfence to replace the gate with correct installation (including a metal post on each side rather than just one in the center), and a reasonable reimbursement to cover both my time in pursuing this action as well as for lawn care which has suffered in the past 6 weeks as a result of not being able to get equipment through the gate.The property is located at *******************************************************************

  

  Business response

  05/25/2022

  Im very sorry for this poor service weve offered. This is not the way we do business. The installer was told to take care of this but hes chose not to obviously. I will have someone there next week 5/31-6/4. I sincerely apologize and Im embarrassed this has happened to you. 
  

  you will get an email of the day and 4 hour window the crew will arrived. If this day/time dont work, let me know.

  thank you for bringing this to my attention. It will be taken care of

  *****

  Owner

  ************

  Customer response

  06/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have not yet heard from the company to schedule the work needed to fix this problem. This resolution will be satisfactory to me provided the problem gets corrected by this Saturday June 4 as stated by the owner. However, as of today June 1, the work still has not been scheduled.

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

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had new gates installed by Pflugerville Pfence Company in March 2022. Much like the complaints I see against them here, I've had a very similar experience. In less than 2 months the wood is splitting and the hinge is misaligned, making it impossible to open and close the gate. I've been trying to reach out the this company for the past 2 weeks to get this issue resolved. I called several times and the call usually went to voicemail. Finally, on Monday April 18th, someone called me back and said I would be hearing from them in the next few days to schedule an appointment. I never heard back from them until the owner, ***** saw that I left a ****** review (that I left on Saturday, April 23rd) about my experience. ***** has been very combative with me, saying that I only called once (that's because his office notes only show the time I was actually able to speak to someone). Additionally, he blamed me for not knowing to call his number and email him at his personal email address on the invoice (I called the publicly listed company number). He gave me the same excuse about wear and tear of the wood that he gave others here, yet he conveniently ignores the part about the broken hinge. He seems more upset about my TRUTHFUL review than actually resolving the problem. I know he will come here with the same response, leaving out the part that the gate WILL NOT OPEN AND CLOSE because of the hinge. In the text text exchanges I've had with *****, he has been defense, rude and unprofessional. He seems to want me to change my review and has still not scheduled a date that someone will come fix my fence. I paid $1200 for 2 gates. I should not have to go through such hoops to actually get this company back to my home to fix an issue that was a result of their shoddy work.

  

  Business response

  04/29/2022

  My first interaction with ***** was when a 1* review came thru. Yes, I was absolutely shocked that I was never given a chance to deal with her concern since my contact information is not hard to find. She received it on the first 5 double spaced lines of the bid cover page. 

   

  In most cases, if we have a customer having a hard time getting in touch with us, especially during busy times, they will email or use the "contact" tab on the website or even visit the office to talk to someone. Our office received one call that was documented from *****. No record of voicemails left, emails received nor any other communication. Everyone is entitled to do what they want to do but it's disheartening to our small family business that this was handled this way.

   

  I will attach the remainder of the text conversation that she left off and will attach the documents referenced above.
  

  Customer response

  05/02/2022

  Complaint: 17122015
  
  I am rejecting this response because: The gate installed less than 2 months ago is broken. Bottom line. If I called only once (which I did not) and I called the business number that should be enough. A professional, reputable business would not blame the customer for not personally contacting the owner. Why should I have to do that? Placing blame on the customer is entirely unprofessional. It is documented in the company notes that I spoke with someone on Monday, April 18th. That person told me the company would be in touch in the next few days to schedule the repair. The owner is upset about my ****** review (which seems to be all he's concerned about) and said that I didn't give them a chance to make the situation right. I left my ****** review 5 days (on Saturday, April 30th)  after the conversation I had with the company and that is because they didn't get back to me "in the next few days" as promised. This should NOT be about a ****** review. It should be about doing the repairs on the gates that I spent $1200+ on. 

  Additionally, the owner refuses to communicate a scheduling date for the repairs. Instead he is confrontational and argumentative. On Friday, April 29th a worker from Pflugerville Pfence company came by (which was a surprise to me because no one will discuss scheduling with me). He assessed the gate and he admitted that 8 pickets were broken (his words) and needed to be replaced. He said that he would return on Monday, May 2nd to fix the gate. Today is Monday May 2nd and it is 7:16 pm. He did not show, which is yet another instance where this company didn't do what was promised. 
  

  All I want is to have an operational gate since I paid for it. All of this back in forth with the owner and discussion of my review and insistence that I'm in the wrong for not contacting the owner directly is purely blame on the customer and deflection. It does nothing to fix the issue. I do not want to keep going round and round with the owner about my ****** review and where I called. I called the business number and that should be enough. If the owner responds yet again placing blame on me, his words will only show he's only worried about the company's reputation and not fixing the problem. I see a common thread in the BBB complaints about this company and his responses are entirely unprofessional. Just make the situation right and stop arguing with your customer.

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

  

  Business response

  05/17/2022

  I have received harassing phone calls at 10pm, 26 repeated text saying the same thing along with emails in the same time frame. These were emailed to BBB the following day. I will not send anyone else to this property. I feel threatened by this persons messages, texts and emails. I will not put any of my personnel in ***** way. I have sent the original installer back to adjust the gate before all of the flurry of texts, voicemails and emails at 10pm and he assured me that it's operational. 

   

  The only thing left for her to complain about are the cracked pickets that she told me that are there. Our contract clearly states the wood is not covered under any warranty. I can supply BBB with a copy of the contract if you'd like

  Customer response

  05/17/2022

  Complaint: 17122015
  
  I am rejecting this response because:

  The person doing the repairs did come back on a Friday. He apologized and admitted his work was faulty and that 8 pickets were broken (his words). The installer indicated he would be back on Monday. Monday came and went, with no show and no indication of when they would actually return. This is more than an issue of wood quality, it's a workmanship issue, as the pickets are misaligned and the gate is very unstable after a mere two months. I will also add that when the installer came out the first time, he had his wife and a young boy (elementary age) helping him. Perhaps Pflugerville Pfence takes advantage of cheap and child labor, thus the quality issue.  Because ***** blamed me for not contacting him directly, out of frustration I did repeatedly send text messages to him and I also called the office and left a voicemail and sent an email. I asked repeatedly when they would be back to fix the fence and I did so because of the repeated pattern of this company not keeping their word. Nowhere in my messaging and voicemails did I make a threat to ***** or his staff. 

  I know this situation will not be resolved but people doing a search on this company via BBB deserve to know the truth about this company. From the very beginning ***** was rude and unprofessional. Nearly all of the other BBB complaints here have a common theme - shoddy work, failed promises to return, unresponsiveness and rude and professional behavior by the owner. We cannot all be wrong about what we experiences with this company and the owner. This was one of the worst customer services experiences I've had in my life. 

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

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  09/01/21 *************************, "Salesrep" from Plugerville Pfence came to inspect the job per my request for a new driveway gate. I called this company because they were established and warranted their work per their website. They had a ornamental product I was interested in. I had just completed an extensive exterior remodel of my home and wanted something more than a wooden gate to match the other work. *** said the new gate because of the metal frame, it would not sag. They advertised a black metal picture frame gate with wood pickets that worked (Website picture included). The gate was installed on 09/10/21. I was surprised to see that the entire gate was constructed in my driveway, including complete welding of all metal parts. The metal for the frame and posts were enameled metal, so where the welds were they sloppily spray painted those spots. That left me with 2 paint finishes and overspray. The paint looks rough, nothing like the web picture (pictures included). By the end of October, the right side was already falling and the gate became hard to close because of the offset and scrapping of metal on metal (pictures included). I called the company and they sent *** back. He said the gate needed "adjusting" and the paint needed "cleaning up". He told me he was also unaware the gate was to be welded on site. I requested a date after 11/18, but nothing was ever scheduled. I emailed *** twice which is how he contacted me, no response since 11/19. I called 11/29 and talked to ******** on 11/30 and told her *** had not gotten back with me and she said she gave the messages to *** and *********************(Owner) and that they would call and get me scheduled ASAP. I texted ****** several times to have ***** call. No call. 6 days later, no call. The cost of the gate was $1,099.64

  

  Business response

  12/06/2021

  Our service was not quite acceptable for this situation. We should have communicated with *** as he reached out to us via phone and email.

  I will review our contact information within our estimate system to make sure my direct cell number (*********************/Owner) is openly shared

  with all potential/existing customers for all to have access to me directly. 

   

  I will personally meet *************** to review his gate to be sure we correct the issues we just discussed my phone. We will correct the failing gate

  and clean up the welds and touch up paint.

   

*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. ↩