Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:05/25/2024
Type: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.
August of 2021 cedar rustic installed a fence for us. I believe it was approximately $5,***.**. problems began during construction. Laborers mixed concrete for some posts and not for others. Leaving many posts to become wobbly or lean over time. Part of the fence was not built on the agreed upon property line. The crew made many bad cuts of wood and sloppily patched them instead of using a new board. I witnessed crew taunting my chickens and throwing trash in my outdoor pond. They also severed a gas line and made no attempt to notify us. We only learned when Nicor (local gas supplier) notified us. That resulted in a large section of side and front yard getting dug up with no sod or seed laid down to patch the lawn. They caused several thousand dollars of damage to my car and the company owner told me he didn't believe my car was worth paying the professional estimate I had obtained. Instead took $500 off the bill. A year later, someone came out for warranty repairs for above stated problems. Employee barely "fixed" anything and created new problems so I told him to leave. One such new problem was repairing a gate door that was sagging due to post leaning since it wasn't concreted properly in the ground. He left the post crooked and cut the end of the gate at an angle to make it close and not rub the other side. A section of fence has always swayed in the wind badly, but a recent windstorm made it worse. The same windstorm broke the ************ of our main gate. Upon calling for a warranty repair, receptionist said it would be a while before sending someone out. She told me to email photos and videos and that I would get a response the same day. It has been two days now of not having a response from Cedar rustic. I feel that this company has listed us as a problem account and is trying to brush us aside. I would like the fence rebuilt as the whole thing is sloppy and damaged from the start. I have too many photos to send on this complaint. Please reach out for more
Business Response
Date: 08/15/2024
Sorry for the late response.The complaint was registered by *************************. We dont have a job under his name. We did work for his girlfriend (wife?), ***************************.We installed a fence for her on 8/11/2021. There were some installation issues after we installed it. We did meet with **** and ****** and fixed their issues.All our fences come with a one-year warranty on gates. They had an issue with their double gate 5/8/2023 outside the warranty period. We did fix it for free.We also repacked a post on their fence line on replaced a 2x4 on a gate on 6/18/2024. The post was within our 3-year warranty on fence workmanship. The gate repair was beyond the warranty. We fixed both at no charge.To our knowledge, we have done the work that was requested.Initial Complaint
Date:05/13/2024
Type: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.
Generally we have been very happy with our fence, however we were under the assumption from the salesman that we had a lifetime warranty. Not the case on the workmanship. The fence post where our gate latches was unstable to begin with and because it was taking all of the load from the door, came loose after a few years post-installation. I called Cedar Rustic and scheduled service about a month out (their earliest availability) and agreed to pay their fee. A couple days later I found the post knocked over and my dog nowhere to be found in my yard as she was able to escape; fortunately she was found safe in the neighborhood. What infuriated me was finding a ***** beer can at the base of this post in the gap between the cement and the post which would mean the installers were drinking on the job at our home and found it funny to leave that there, and its no wonder it didnt function properly. I called the company back on Tuesday, May 7th and left a voicemail detailing all of this and requesting a resolution for fixing the post with how unprofessional that was and have heard nothing (today is Monday, May 13 so I feel I have given them enough time to respond in a timely manner). Right now our fence is essentially unusable as the door has nothing to latch to and as a result swings wide open.Business Response
Date: 08/15/2024
Sorry for the late response.We installed a vinyl fence for the Wuestenfelds on 11/01/2019. Our vinyl fence warranty covers gates for 1 year, workmanship for 3 years, and a lifetime manufacturer warranty on material.They were having an issue with their gate and the gate post. Both of these items were out of warranty. We ended up replacing a gate post and adjusting the gate. The standard cost of this is $275 for the post and $75.00 for the gate adjustment. They were charged $150.00 for both. This work was completed on 6/4/2024
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