ComplaintsforGood Neighbor Fencing LLC

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Good Neighbor Fencing installed our fence in December of ******************************************************************* Spring of 2023, our neighbor ordered a survey of their property and noticed that the fence was over their lot line by 10 inches. Our neighbor, being a lawyer, informed us that it would likely need to be declared on the sale if either of us were to ever sell our property, and advised that we get the fence fixed. They also noted that when **** had installed the fence, he had damaged the planter box on their side of the fence and that they'd like to be present when he moves it. We contacted **** to help move the fence. We agreed to pay him the amount he quoted. He gave us a very long wait time telling us he was booked up and said he'd come move the fence in September 2023 and that it'll take him one day. Since late August, we've sent several message and he has not responded. We have also contacted him via phone and left him voice mails. We just want this matter settled and stop causing our neighbor any inconvenience. Our neighbor has requested atleast a written contract from **** agreeing to change the fence, and **** has not provided us this information. It is very painful to us to get this matter resolved, we feel it was the responsibility of fence installer to install the fence inside the lot line or atleast be more responsive to make changes once a survey has been ordered (which already cost us $500) and we're willing to compensate him for his time to get it resolved quickly.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We signed a contract with *************************** on August 21, 2022 for a fence install with tentative date to start install on October 31st ************************************************************************** 3-4 days. Half the payment was provided at time of contract signing. He was unfortunately to busy to start install in the fall and instead requested starting install in the spring of 2023. Install was May 11, 2023 and ended May 20, 2022. When he came over on May 21st to collect final payment, we walked the gates as the support braces were not installed and the gates were unlevel causing them to not open properly. Since then I have reached out to him 11 times between June 26th and Sept 12, 2023 asking for updates and an eta on completion, he only responded twice. On July 3rd he said he had the gate parts and would be over later that week to install. This did not happen. The 2nd time he responded was August 7th stating that he would take care of it but he is too swamped to finish the job right now. The gates, due to poor installation and no braces, are now leaning more causing the hinges to loosen the screws and the lock to malfunction when in use on the West side of the house. I will upload all texts back and forth as well as pictures of the gates and the invoice signed on August 21st 2022. I am looking for resolution of him completing the job I signed a contract for over a year ago. Thank you

• Initial Complaint

  02/14/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  We bought fencing from and hired Good Neighbor Fencing to install said fencing in our yard at ******************************************************************************. The job was never finished despite ** paying him in full. We are still owed a closing device on the gate, dirt put in around all the fencing posts and some top caps to the fence. The last time he was here was Aug. 2022 and since then 2 of the fence panels have come down/out. I have asked him repeatedly to come to finish the work, and fix the parts that were put on incorrectly. I've received no word back from him since. The first panel fell in November, the 2nd panel fell today. There was NO WIND today at all.

  Business response

  02/21/2023

  I am currently in ******* and will be back around 3/7. I will definitely take care of any issues to the full satisfaction of the customer. I will be over once the snow is off the ground .

  Customer response

  02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In the past the Good Neighbor Fencing has said he would come out to finish this project and he has not.  I would like to keep this open until he does finish and repair the fence.

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

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have attached a further breakdown of the timeline ("Fence Summary", pdf attached as a supporting document), including dates and exact details, but, briefly, we contracted with *************************** in August of 2021 to install an aluminum fence that he would source from Elite Fencing for us. At the end of September, we requested a change to the fence - a decrease in length and two additional gates. **** agreed to these changes. The fence was originally slated to be installed on approximately October 15th, but on October 8th he emailed us to let us know that the materials wouldn't be ready until the end of January and offered a spring install. As we recognize that supply chain issues are challenging, we agreed to this change. At the end of December, we again reached out to check if the contract had ever been updated. **** came out and confirmed the measurements we had provided in September in early January. At the beginning of February, **** texted me to say that Elite Fence would not decrease the order as the fencing materials were ready for shipment. He asked me how I would like to proceed. As we had requested - and he had agreed to - the change in length months earlier in September, I questioned when he had adjusted the shipment request. He stated that he didn't remember. After some back and forth, he told us that he would return our deposit. A few days after that, he stated that Elite Fence was unable to cancel the order so he could not return the deposit but that he would sell us the order at his contractor price. However, he refused to provide an itemized receipt so we were unable to accept his offer. He is now refusing to return our deposit for the contract that he terminated. Further details and supporting documents attached.

  Customer response

  02/18/2022

  Thank you for sending confirmation this morning that my complaint had been forwarded on to *************************** with Good Neighbor Fencing.

  
  

  It took me a bit to gather all the documentation for the complaint, and when I went to submit it, I didn't notice that not all documents had been included. (I think I must have hit the size limit?) Would you be able to attach them now?

  
  

  If not all can be attached, I think the most important ones are the contract and the fence summary - that lays out everything that happened in chronological order. (I ran out of characters in the summary section!)

  
  

  Thank you for your help with this!

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

  Business response

  02/28/2022

  The customer will receive the materials upon receipt of payment for the balance of materials. Once the check is received and cleared, the customer will receive the materials in full.

  Customer response

  03/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  **** offered to allow us to purchase the order he placed at the contractor's price. He stated it was order number ******, but he has refused to send us an itemized list of what items are included on that order. We would need to know item names, dimensions, style, quantities, and item numbers. Without that information, we are unable to agree to purchase the order, as we have no guarantee that the order **** is attempting to sell us contains the supplies we need to build our fence.
  
  
  Furthermore, our original agreement with **** was for the balance due for materials to be paid once the work had begun, after delivery. We see no reason to alter this pay schedule, despite **** no longer doing the installation work for the fence.
  
  
  In the absence of the itemized list, we would like the return of our deposit, as **** stated he would send in a text on February 9th at 4:15pm, when he terminated our contract ("I will send you a check for a full refund tomorrow.").
  
  Regards,
  
  *********************

  Business response

  03/02/2022

  If customer agrees to receive the materials and pay the balance dues once received, I will release the itemized list.
  Chad 

  Customer response

  03/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  This response is not acceptable to us. We are unable to agree to purchase materials if we do not know what we are purchasing. There is no other business that would expect this - I would never order "a mixer" from Amazon without knowing the make and model. All we know about this order is the order number and the total cost. At this point, ****** reluctance to share the itemized list raises concerns that the list will not match the materials we agreed upon.
  
  **** has sent us an invoice for the balance due for materials - attached. The invoice (due "upon receipt") seems presumptuous, as we have not agreed to purchase those materials.
  
  In the absence of the itemized list, we would like the return of our deposit, as **** stated he would send in a text on February 9th at 4:15pm, when he terminated our contract ("I will send you a check for a full refund tomorrow.").
  
  Regards,
  
  *********************

  Business response

  03/03/2022

  Once the customer agrees to receive materials, I will release the itemized list with the understanding that the balance will be paid the moment the materials are delivered . 

  Customer response

  03/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  We do not accept this response.
  
  **** has failed to supply any meaningful new information in any of his responses.
  
  **** terminated our contract on February 9th, when he stated he would give us a full refund. He stated this in writing - I am happy to take a screenshot and attach the message chain, if proof is required. His apparent attempt to send us a **** for materials we have not agreed to receive - and have no contractual obligation to purchase - does not change that fact.
  
  Since his termination of the contract, he has held our deposit hostage, attempting to force us to pay him more money in exchange for a delivery of unknown contents.
  
  This is unacceptable. We are willing to consider the purchase, but we cannot agree to a five figure purchase without full knowledge of the contents of the order. Quite frankly, one really has to wonder whether the contents are not what we're expecting - why else would **** be so unwilling to share an itemized list? Even if we do agree to receive the order, we take issue with ****** requirement that the additional money would need to be paid the "moment the materials are delivered". We would not be able to pay **** anything additional until we had inspected the materials and confirmed that the materials delivered matched the expected materials on the manifest.
  
  Better Business Bureau, given ****** lack of substantive response, I think we need a third party to weigh in here. Please let us know if we can provide any additional information.
  
  Regards,
  
  *********************

  Business response

  03/12/2022

  Once the customer agrees to receive the materials I will then show them the shipping list. It cant be any simpler than that. All of the materials are special order along with the gates being custom-made. Return of the of the deposit is not an option. Once I receive confirmation that the customer will receive the materials I will then show them the shipping list which has also already been confirmed by the manufacturer. It seems rather evident that the customer has no intention of receiving the materials and is simply just being difficult. I agree to a mediator.

  Customer response

  03/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  We have already communicated with the BBB regarding this, but we have accepted the offer of a mediator. Our hope is that **** will bring the list of materials to the meeting so we can verify that it was the ****55 that was ordered. Once type, dimensions, and amount are verified, we hope to be able to come to an agreement. If that cannot be verified, we hope the mediator can help us agree on the return of our deposit, as **** already stated he would send.
  
  Regards,
  
  *********************

  Business response

  03/31/2022

  I agree to mediation.

  ****

*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. ↩