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:06/18/2024

  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.

  I ordered an automated gate with open/close capabilities in January 2024; it was installed on Friday March 1, 2024. Less than 24 hours later the weld on the arm that swings the gate open and closed broke. The rep from the company came on Monday and re-welded it but did nothing else. About two weeks later it happened again and then again a couple weeks after that. The weld had to be re-done three times after the initial installation. I told the company I didn't think the arm was strong enough to hold the gate. I explained that during windy conditions the gate swings open and closed banging loudly. It even busted through once and had to be forced back to the right side of the opening. I asked the company to either put a wheel on the open side of the gate to relieve some of the weight on the arm and was told that it wouldn't work and would be problematic because of debris. I suggested replacing the wood gate with a wrought iron gate where the wind could pass through and not cause it to swing violently and was told no because those iron gates bend in the wind. I asked them to take the whole thing away and give me my money back and they just said no. Then two weeks ago we had a huge storm here in ****** with extremely violent winds. This time the arm device snapped off. The company said they don't cover weather damage and offered to replace the arm for an additional $1,500. I told them the arm isn't strong enough for the gate but they don't respond to that. I have had three other fencing/gate companies come to assess the situation and they all said that the gate is too heavy for the arm and motor (exactly what I was saying).

  Business Response

  Date: 07/15/2024

  We have a warranty in place to protect both my company and our customer.  ******************** has a copy of our warranty and the gate motor manufacture warranty.  She stated in her initial statement the gate will rattle anytime the wind blows.  The day the gate arm broke from the motor casing the ******, TX metroplex was experiencing major storms.  The wind was blowing over 70+ mph.  This wind is what caused the arm to break off as you will see in the attached pictures.  Our warranty does not cover this type of damage.  
  
  The weld that she refers to was rewelded, as per our warranty, prior to the windstorm.  I had rewelded the weld again, before this storm, then opened & closed the gate four times while ******************** was present.  There were no issues with the gate or weld at that time.  I did come back out two more times to inspect the welds after other windy days we were having, and they were still attached to the post and bracket.  The last time I was asked to come inspect the weld I did notice a split down the middle.  I pointed this out to her, she said no one was rough on the gate.  Again, in her statement to the BBB she stated the wind rattles the gate any time it blows.  I went ahead and rewelded the weld for the arm again.  I also added a stop bracket when the gate is closed and added a post to stop the gate when it was opened.   She mentioned a wheel being added, I informed her one was not needed as the gate does not sag.   
  
  We have upheld our contract and warranty to ********************.  I have given her a quote to replace the gate motor arm.  The cost for the new arm is $1,500 for a Liftmaster LA412 motor.   If she wants the gate removed, we can remove it, but there is no refund since we have honored our signed contract.

• Initial Complaint

  Date:04/24/2023

  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.

  Asked the contractor to remove a pergola roof and replace same roof. Paid the contractor a $1000 deposit on or about 2/23/2023. Vendor completed work on or about Mar 3, $3000 payment in full. Asked vendor to return on or Mar 10 for loose panels. Vendor responded and properly attached panels.Notified vendor during the week of Apr 3 about leaking panels at a seam. Vendor stated they would be out, but never responded. Contacted vendor on or about Apr 12, again, to repair leaks. Vendor stated they would be out on 14 or 17 Apr to repair. They did not call or come to work. Contacted Vendor on 17 April about completing work. Vendor receptionist said she forgot and stated they would be out first thing on 19 Apr. It is now 12 noon and no vendor. I would like a full refund as this vendor is non-responsive.

  Business Response

  Date: 05/08/2023

  I do not feel that this is our company's fault that we informed the homeowner of the issues with using the exact thing we were being asked to replace.   No money needs to be refunded to the homeowner as he was informed of the known issues and he said he accepted this and asked us to install the product just as it was installed previously.

  I met with **************** in February 2023 to provide an estimate to replace his pergola roof polycarbonate panels.  ******************** *** required a specific type of covering so am estimate was made for that product.   I discussed the pergola cover and let **************** know what was needed to stop any leaking and if we went back exactly how it was then there could be the same issues.  **************** didn't want to change anything with the new installation.  He accepted that this was a possibility  and asked us to install the panels just like he currently had.  A contract was signed for installing a brand new poloycarbonate cover for the pergola.  Once installed the roof was water tested to make sure no leaks were coming in and **************** signed off on that part of our check list.  A week later a heavy rain came in and **************** called and asked us to return and seal off the pergola just as I had suggested at the initial appointment.  The polycarbonate panels **************** wanted to use would end up working like a dam and not allow water to flow freely off the roof.    On April 19, 2023, this is our second time going over to ******************* house to make more repairs at no additional cost to him.  After the first time there we did a water test again and no issues with any leaking or water damming up.  This second time there, our employee was on top of the panel in the process of prepairing to work and **************** started yelling and being rude to him and made him leave and he was not allowed to do any repairs.   My employee did take photos of the panels and someone has broken them.  We have not been contacted by **************** since that day regarding any issues he might have had.

   Thank you,

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

  Customer Answer

  Date: 05/08/2023

  I am rejecting this response because:   They are lies! They did not water test as I was with them and watched most of the work. I was not rude the employee on the most recent visit. He stated the son of the owner does bad work and he apologized for the bad work.

   

  The owner is lying and they never water tested the roofing.

  Customer Answer

  Date: 05/08/2023

  Attached are photos of the inside of the Pergola and the roofing connections/install. The seams are not aligned as you can see in the photos. I will accept a crew to come out and repair to my satisfaction in lieu of a refund.

• Initial Complaint

  Date:08/23/2022

  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.

  I called North Texas Fence and Deck to discuss building a wood deck , requiring removing the existing pave stone patio in July of 2022. Their representative, Mike , visited me at home in North Dallas . I contracted for what he called a premium 10 x 12 ft. deck , and for repainting two other existing decks to match . Two young men completed the work in one day. when the bricks were removed, I noticed in the bed a partly visible sprinkler line serving several risers on either side of the patio and adjacent pool. When I returned I saw they had prepared the bed and laid 2x6 support beams . The line was no longer visible . They completed the deck quickly and painted the other decks and were gone when I returned. I delayed testing the sprinkler system , allowing the paint to dry. It appeared they had done no other preparation of the other two decks. When I tested the sprinklers , the three risers on either side had very poor pressure. I called Mike and informed him , asking for prompt response. He promised to respond . I have not heard from North Texas Fence and Deck. ******* *****

  Business Response

  Date: 12/29/2022

  Business Response /* (1000, 9, 2022/10/03) */ I spoke to Mr. ***** the Monday after this dispute was sent to me. We set up a day for us to come out, but that day we had thunderstorms pop up so we couldn't come out. You cannot check for a water leak in the rain. Mr. ***** didn't care that we are not doing work in thunderstorms. When we reached out to set up another appointment, he could not be reached. He does not have a voicemail set up on the only number we have. Mike has texted him and he does not respond. Mr. ***** will call the office when he knows Mike is not in, but then won't answer when he calls him back. Mr. ***** has Mike's phone number because he called him several times before the project was started. We can meet with Mr. ***** to look at the issue he is having when there is availability for him and Mike. Consumer Response /* (3000, 11, 2022/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called the deck company , and was told to expect a call back. The owner ,Mike , never called me, nor did he leave a message at either of my phone numbers , both of which take messages. After I called his cell number twice , there was no answer. I spoke with his office , informing them that I need a repair of the sprinkler soon, as I NEED TO KEEP THE FOUNDATION MOISTENED TO PREVENT SHIFTING AND i HAVE THE HOUSE ON THE MARKET.HIS OFFICE SAID THEY WOULD NOTIFY HIM. I RECEIVED NEITHER MESSAGE NOR RETURN CALL AFTER WAITING A TOTAL OF SEVERAL WEEKS.