ComplaintsforFRP Fencing

• Initial Complaint

  08/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired ***** to put up a privacy fence. He required half down to be put on the schedule. I gave him a check for ******* 2/21/23 and ******* 2/24/23 which totaled half of the total. He told me he would put let me know when he had a date yet. On 4/8/23 I had not heard from him so I sent a text asking for a date. He told me he was behind because of storms but it wouldn't be much longer. On 5/15/23 I still had not heard from him. I text again telling him I was concerned because of no contact. He did call me and told me he had been sick and had to go out of town. I was told it should be in a month or two. On 8/1/23 he had yet to schedule my job or even contact me in any way. I called him on 8/1/23 at 11:10 and left a message. I also sent him a text asking him to call me ASAP. That same day I text him at 2:44 telling him I needed to speak with him today. He finally did call me. I told him I no longer wanted him to do the job of putting up my fence. I requested a full refund. He told me he could get started on my fence in a couple of days. I advised him I no longer wanted him to do the job due to the lack of communication and I had no confidence he would complete the job. He said he needed a week or two to get the money. On 8/8/23 I asked for his email so I could send a written request as well. I emailed a request that same day. On 8/22/23 I sent him a text reminding him it had been 17 days since my request with no results. He text back that he was working on it and was finishing up a few things in the coming days that will fund my return. I asked for a date, and he did not respond. I followed up with an email requesting he refund my money by 8/25/23. That day has come and gone and still nothing. I sent him another text and email on 8/28/23. It has no been 29 days since I requested a refund. It has been 26 weeks since he was hired. I hired him based on his reviews on BBB. I am requesting a full refund in the amount of $4377.00 which is what I paid him.

  Business response

  09/12/2023

  I sincerely regret that my team and I were not able to get Ms. ******* fence job taken care of in a timely manner.  I also regret that I did not communicate better with her in real time as we faced scheduling /labor and some weather issues like many contractors during this time.  Moving forward I will strive to focus on frequent, direct communication with all customers to ensure that expectations are met.  Per her request, **************** will receive a full refund of her deposit.  This refund is currently in process.

  Customer response

  09/13/2023

  Complaint: 20539850
  
  I am rejecting this response because:

  I am not confident I will receive my refund if I close out my complaint. I have asked for a date he will be able to refund my money, but he has never responded with a date. My last contact with him was on 9/7/23. He told me he is working on it but it's taking longer than he planned. This is what he has been telling me each time I push for a date. On that date I replied giving him a deadline of 9/22/23.  I hired and paid him the deposit on 2/24/23 and he promised I would be put on the scheduled. He has continually shown he does not follow through with his promises. I think I have been more patient than should have been expected. Until he has returned my deposit I can not accept the problem resolved.
  
  Regards,
  
  ***************************

  Customer response

  01/09/2024

  Complaint: 20539850
  
  

  ***** (owner of FRP fending)  agreed to repay $500 on the 1st of each month beginning 12/1/23.  He had previously repaid $1000 on September 22, 2023.  October 11,2023 I contacted him again. He responded telling me he is doing the best that he can. November 8, 2023 I text him again since nothing was done since the last text. On November 11, 2023 he agreed to pay me $500 on the first of each month until the total $4377 was paid in full. November 29,2023 I sent him a reminder text but received no response. November 30 I text him again with a reminder. He did not respond until December 1, 2023 with the excuse he was out of town but would be back that night.  He brought me a check on December 2, 2023 for $500 on December 2, 2023. December 30, 2023 I sent him a reminder text that his payment of $500 was due on January 1, 2024. No response from him. I sent a text again today January 3, 2024. He responded with an excuse he was out of town where he did not have good cell service and that he would get back with me next week. I reminded him of our agreement. He responded telling me these are his slowest months and he would be in touch. I text him again about his agreement again and that I would be reopening my complaint with BBB. He responded back telling me most small businesses do not give cash refunds. There would be no refund necessary had he even started the job I paid him to do after 7 months of receiving payment. I am attaching all screen shots of our conversations. I have emailed him but he will never respond via email. I will send a second email to you with images of all screenshots.

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

  Business response

  04/12/2024

  Unfortunately the refund process has taken longer than anticipated.  I did, however, issue another installment earlier this week to ****************.  I plan to do everything possible to complete her refund by the end of April-first week of May.  Moving forward I will strive to be more proactive and responsive to issues such as these.

  Customer response

  04/12/2024

  Complaint: 20539850
  
  I am rejecting this response because:
  ****************** has not repaid any of the refund amount since the $500 on 12/2/23. I have had no contact with him since he stopped responding to my text messages on 1/24/24.  He has made no attempt to resolve this issue. 
  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. ↩