Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We paid them $15,000 (half down total job over $30,000) on August for a fence (that went halfway around my property) We were told they would start 6 weeks afterwards so figure end of September beginning of October. NOPE! CHASE AND KUSTOM FENCE NEVER ORDERED THE WOOD FOR MY FENCE!! My father was diagnosed with stage 4 cancer in October, and we REALLY needed this gate complete so we could leave town and still NOTHING. No phone calls apologizing, no reason, NOTHING!!!(Mid-November) they put up part of the fence and here we are still waiting for the most important part - the gate which we were told wouldn't be done until after Thanksgiving. (BTW today is December 10, 2022)My father passed away on December 8, 2022 (2 days ago) and guess what- I still dont have a complete gate. My husband called ***** and told him about my fathers passing, and ***** said Well try to get it done Friday. Friday comes and only the frame of the gate (which is NOT DONE BY KUSTOM FENCE) is complete because ***** said his company didnt have the wood to complete my gate paid for in August. My husband tells ***** to get this done, my wifes dad died, and WE HAVE TO LEAVE FOR THE FUNERAL!!! and ***** said Oh, Ill call you back or have someone come out on Monday. BTW CHASE NEVER CALLED MY HUSBAND BACK NEVER SHOWED UP EITHER. I hope I can go to the funeral since I couldnt leave town to see my dad before he died. And Nothing this man or this company will ever do to change how their unprofessional behavior NOT RETURNING CALLS NOT SETTING GOOD APPOINTMENTS OR COMMUNICATION WITH THE CLIENT HAS RUINED MY CHANCE TO SEE MY DAD BEFORE HE DIED!!!!!As of now, December 10, 2022 this job, paid for on August 15, 2022 IS STILL NOT COMPLETE!
Business response
12/12/2022
The job was completed today. We have been in contact with the customer through the process. The job was completed minus the drive gate and opener. Our gate install crews were behind but have completed the entire installation of the specs of the contract.Customer response
12/12/2022
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,
*********************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.