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A BBB Accredited Business since
BBB has determined that Rose Fence Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Rose Fence Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 8 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||7|
|Total Closed Complaints||8|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Suffolk County Consumer Affairs
725 Veterans Memorial Highway, Building #340, Hauppauge NY 11788
Phone Number: (631) 853-4600
Department of Consumer Affairs - NYC
42 Broadway, , New York NY 10004
Phone Number: (212) 639-9675
Type of Entity
Business ManagementMs. Janice Rose, President
FENCES FENCE - SALES, SERVICE & CONTRACTORS CHAIN LINK FENCE SALES, SERVICE & CONTRACTORS FENCES - VINYL FENCES - WOOD
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Additional Phone Numbers
- (516) 759-6425(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: Rose fence installed a white PVC fence at the edge of my driveway. When they installed the fence posts they damaged the railroad tie retaining wall next to the fence. The retaining wall is now pushed out where the fence posts were inserted. My driveway was just installed and if the retaining wall falls it will be damaged. Also, my neighbors property will be affected and possible damaged. I called Rose fence a couple of days after the installation and was told I had to wait for ***** to come and review the extent of the damage. He came and said it would be repaired. I have had 2 repair appointments which were ignored by Rose fence. I have called them at least 6 times to obtain a repair appointment asap. I spoke to *** today and he said Kevin's repair report did not provide him with details regarding what work specifically needed to be done. He said he wanted to do the job right and put additional horizontal posts in the retaining wall to hold it up. *** refused to come and just put nails in the railroad ties as ***** indicated in his report. I explained the work needed to be done asap. He said he would speak to ***** and would not commit to a date to make the repair.
Desired Settlement: I want the retaining wall repaired properly asap before my new driveway is damaged. If the repair is not completed properly I want a full refund so I can hire an outside party to repair the retaining wall that they damaged.
** ****** THE WALL IN QUESTION IS NOT A EASY FIX . THE WALL IS OLD AND NOT SURE WHAT WE CAN DO . I WILL HAVE A FIELD GUY LOOK AT FRIDAY FOR ME AND I WILL GET BACK TO YOU TO SCHEDULE A DATE
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
Problems with Product/Service
Read Complaint Details
Complaint: On 6/**/13 my wife and I went to Rose Fence in ******** NY, to purchase a custom- built 5ft high fence with a gate for our 10ft wide driveway. ***, a manager helped us with our purchase and asked how we would transport the material. We asked about delivery but the available dates were weeks later so told him we would pick it up. He said the order would be ready by the following Wednesday 6/**/13. So that we could fit the 5X8 section of fence in our truck *** suggested that the fence would be in pieces and I could cut and assemble the fence myself. I agreed. On Monday 6/**/13 my wife call to the ******** location to change the gate from a 31/2 ft to 3ft. On Thursday 6/**/13 we went to pick up the order at ******* ***. in Freeport. The order was not ready, but the workers were more than helpful in getting the order ready and helping load it in our truck. We had to wait while they built the gate. We were given black hardware and when we said we had ordered white, we were then told that white hardware had to be picked up at the ******* location. After about 3 hours we left for home. When we unloaded the gate and measured it we found it was 3 ½ ft wide. On Friday, 3/**/13 we returned the gate and told the supervisor that the gate was changed to 3 ft. wide. Again he was more than helpful and said he would alter the gate to the correct size but explained that they were on lunch and we could wait or return in an hour. We decided to drive to the ******* location to pick up the white hardware and then return to pick up the gate. The workers at the ******* location were also very helpful and gave us the white hardware that we had originally ordered. We then drove back to the ******** location to pick up the gate. The manager was explained that the gate we returned was given out with an order in error but he would build a new gate for us while we waited. After waiting about 2 hours we got the new gate and left. On Friday 7/*/13 I started the installation. On Saturday 6/*/13 after installation of the posts I assembled the fence (which was missing the screws needed to attach that top of the fence) and attempted to attach it the posts. I realized then that the vertical sections were cut too long to fit in the end posts when assembled. My first call about any complaints was that Saturday. I called and explained to *** my frustrations and the various inconveniences this purchase has become. *** offered no apologies but stated he could have “someone come out and look at it in a couple of days.” As I may be doing something wrong. I suggested that I could drive over to the store and show him what was wrong but *** replied that he would not be able to do anything if I brought it over. When I told *** that I was in the middle of the installation and his solution was unacceptable as I paid extra for a custom built fence and gate he stated that I did not pay extra for a custom-made order. He said he builds fences everyday and sell pieces, all orders are priced the same. When I stated that I should have gone to the Home Depot for a better customer experience, *** replied that Home Depot wouldn’t send out someone to look at what I was doing wrong. I agreed but stated that I could have returned my order to the store. *** then said I could return the order if it was as I picked it up. I questioned ***’s sincerity as the sales receipt states “ALL SALES FINAL” As much as *** was saying he did not want to argue he would not specify a time and date to his “couple of days. “ I asked to speak to a manager, which he said he was. I then asked to speak to his supervisor. He said he did not have one. I asked if he was the owner, he said no. He said ****** was the owner and was in the ******** office everyday. On Monday 6/*/13 I called and asked for ******. I was told she was in a meeting at another location and I should call back. I called back and left my contact number. I called back on Tuesday, Wednesday, Thursday and Friday and was told ***** had not come in. I have spoken to several people including ***** and ***** (who states he answer the phones) stating that I am a customer trying to resolve an issue and I am expecting a call back from ******. To date I have no response to the incorrect order that was paid in full.
Desired Settlement: Refund - Cash
Better Business Bureau:
A complaint ID #******* was filed and an agreement was made for a refund. I contacted *** on 7/** and asked him to pick up the material so that the refund could be processed. *** said he'd pick it up in "a day or two". I called *** today 7/** to say I was coming in to get the refund. *** stated that I will not get the refund until the material is picked up. When I reminded him that he told me he would have picked it up in a day or two he denied he told me so. When I insisted he did say a day or two he said " ***** you" and hung up the phone. I suspected the refund agreement was agreed to just to get the prior case closed and now I am being held to the whims and fancy of a manager.
Better Business Bureau:
BBB's Final Determination: Consumer accepted resolution offered by the business.
|12/13/2012||Problems with Product/Service|
|10/25/2012||Problems with Product/Service|
|8/21/2012||Problems with Product/Service|
|4/4/2012||Problems with Product/Service|
|5/12/2011||Problems with Product/Service|