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:03/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On 10/13/23 Eads Fence installed a railing on our front steps to match the one they had built on the other side about 6 years prior. (Note: we used this company at our current and former residences and have always been very satisfied.) There is an electrical transformer about 4' from one side of the railing and 7' from the other side. Eads failed to have Duke mark where the electrical lines are. The installer mentioned that he did not need it because he knows where the wires are from the last time. On 10/27/23 and again on 12/1/23 neighbors in our building experienced electrical failure. It was determined by Duke and Reliable Electric that the wires had been nicked during the installation, causing them to fail when they corroded. We paid Reliable Electric $3568.50 (+ a $50.81 processing fee) on 12/18/23 for the 1st incident and $2130.50 for the 2nd. When I asked the installer if they were going to send an insurance adjuster or cover it in-house he said he would probably pay it out of his pocket. We have not received any payment to date. I sent Eads a letter detailing the situation on 1/5/24 which was delivered 1/8/24. They have never contacted me. After numerous calls I reached a supervisor on 2/13/24, explained the situation and sent him the photos. On 2/29 I called again. He said they would pay for the 1st incident but not the second (he still did not understand that there were 2 holes in question and the failures were on different days). Then he agreed that Eads would take responsibility and pay both. My calls since then either go to VM or I get someone who says they will look into it and call back. No one has ever called me back. I want them to reimburse us the $5699.50 we spent on the repairs. I am unable to send supporting documents right now, due to a change in computer system, but I can produce them another way if necessary.

  Business Response

  Date: 04/01/2024

  We had some missteps with this job and our handling of hitting the utilities.  We mailed a check for $5,749.81 on Monday of last week.  Hopefully you should receive it very soon.

  Business Response

  Date: 04/19/2024

  We sincerely apologize for the inconvenience caused to you.  We are assuming that the matter is resolved since the reimbursement check cleared the bank last week on 4/11.

  Customer Answer

  Date: 04/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ********
  

• Initial Complaint

  Date:08/09/2023

  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.

  WE HAD A VINYL PICKET FENCE INSTALLED BY EADS FENCE. WE MADE THE SALESMAN AWARE OF THE IRRIGATION SYSTEM AND MARK ITS EXACT LOCATION. HE SAID THEY WERE AWARE OF THE SYSTEM LOCATION AND IT WOULD NOT BE A PROBLEM. THE ISTALLER SEVERED THE LINE ON DAY ONE AND CRUSHED A NOZZLEHEAD DAY TWO, WE SENT EMAILS AND CALLS TO NO AVAIL.

  Business Response

  Date: 08/11/2023

  A check to cover the repairs to the sprinkler system was mailed yesterday.  Sorry for the delay.  For some reason the information was not getting to the right people.

• Initial Complaint

  Date:07/17/2023

  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.

  I was supposed to have a horizontal pro line $18,000 vinyl privacy fence installed today by EADS FENCE. They tore out most of the old fencing first. Then the 2nd truck pulled up with assembled panels on it. They're not supposed to be assembled till the job site. They were stacked on top each other banded and shrink wrapped. They were bent and bowing some parts cracked. The two contractors took photos because they were concerned about their condition. I spoke with installation manager Mitch Howard about it and asked him why would Eads assemble these at the shop and then Risk shipping damage from its own weight? When you'll have to unassemble them here to put screws in the U Channels then reassemble them again according to product instructions. He never had an answer except for "They'll never take it back" (Active Yards) "So put up the fence yourself"! Very upsetting on our end as our damaged panels sit in a pile in our backyard and we have no fence to keep our dog in.

  Business Response

  Date: 07/25/2023

  This is totally on us.  We never should have attempted to install those panels with the condition they were in.  We are in the process of replacing all the damaged panels.  Once we have the replacements, we will schedule to install the fence.

• Initial Complaint

  Date:02/13/2023

  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.

  We were given an estimate on 6/22/22 after they sent out a second guy to measure the correct area first guy measured the wrong area job number was 90153 and it included a 1 year warranty per the quote with a deposit of $2,275.00. The deposit was made on June 27 th I was also told on June 23 that the job would be completed with in 8-10 weeks. I checked on the fence often to see how close we were to getting the work completed every time Brian Lehman did not know who I was. Final on 8-29 ten weeks later the crew arrived to install the fence. The Forman of the job jumped out of his truck to put plastic under it so the oil it was leaking would not get on the driveway. He had never seen the job and was not confident he could even install this fence on the existing stone post that we’re brand new . He then asked for a piece of stone to practice drilling on it the entire crew left for a few hours came back and started on the project. It was not crazy hot that day but all the workers decided it was necessary to take off the shirts to complete the project the entire time they worked on the project they used vulgar language. I made them aware then that the gates they just put up were not level they acted like it was not a big deal. After they left I made Brian aware of all the issues. They did send a new gate out but did not tell me they were coming and the new gate is no better. After this Brian ignored all the other issues broken stone , screws not in , blue screws ,gold screws , nothing is level or straight, my brand new concrete driveway is damaged and marked up. I got a hold of Vicki Tipton 9/16/22 and eventually she sent Mitch to look he agreed that the fence had many issues but never heard from him again after this. I have emailed Victoria many times to with no response or a response that she would work on it. I have not had any luck with a repair , refund or even a phone call have been dealing with this project for 9 months now for 56 feet of fencing.

  Business Response

  Date: 02/14/2023

  We would love the opportunity to fix any issues with the fence, but you will not allow us on the property.  We offered to issue credit for half of the job.  This is extremely fair in relation to the issues.  A full refund is out of proportion.  If you feel that we did such a bad job that a full refund is the only satisfactory solution, then let us remove the fence and we will issue a full refund.

  Customer Answer

  Date: 02/15/2023

  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, reasons for rejection are included below.
  Eads has never called back to go over what repairs they can offer. Mitch the supervisor did come out and look at all the issues he seemed to agree but then ghosted us. I followed up with Vicki many times to see what was going on and she said he would call me but he never did.  At this point it has been 9 months and I feel like there just avoiding any repairs or refunds. To fix the fence they would basically need to uninstall and start over with new materials, a different crew that has some respect to use appropriate language and has the knowledge to work with stone and concrete that has now been damaged. The driveway that they installed the fence on was only 3 months old at the time they installed the fence, they marked on the driveaway with premiant marker that will not come off so I would need to have that professionally cleaned or replaced. They broke stone and glued it back together on the brand-new stone pillars so those would need to be replaced. I would be glad to get another reputable fence company out to see the cost of repairs, but Eads has not offered a reasonable solution to the issues with the fence. Thank You 
  Regards,
  
  ******** ****
  

  Business Response

  Date: 02/15/2023

  We would like for our Director of Operations and our Installation Manager to meet you at the property to review the fence and your concerns. 

  Customer Answer

  Date: 02/16/2023

  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, reasons for rejection are included below.
  Mitch was the supervisor on issues like this and he already came out to look at the issues? Thank you 
  Regards,
  
  ******** ****
  

  Customer Answer

  Date: 02/17/2023

  No I have not received any solution or refund from Eads.  

  Business Response

  Date: 02/20/2023

  We would like for our Director of Operations and our Installation Manager to meet you at the property to review the fence and your concerns.

  Customer Answer

  Date: 02/20/2023

  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, reasons for rejection are included below.
  Why can’t you speak to the supervisor Mitch that you sent out before months ago he has pics and notes on this ? 
  Regards,
  
  ******** ****
  

• Initial Complaint

  Date:07/15/2022

  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.

  Eads Fence installed privacy fence to contain our dog as neighbor has 3 large dogs. The fence ended up being 1 foot short of meeting our other fence in the front to contain the dog. Eads salesman (Brian L*****) stated contractor should have started in the front. Eads team was sent out to patch the fence with a 4ft vs 8 ft piece. After living with it for 3 months, we decided to have Brian out again to give us an estimate to continue the 8 ft fence and give us an estimate to do the other side. (All at my expense) He measured and stated they could also adjust the previously installed fence to be closer to the ground so the dog cannot get under. He stated that my neighbor caused it to be higher in places as he used ***** ** to kill the grass. He did the measurements and stated the contractor that they used to install the previous fence was not very good as most installers”measure twice and cut once but he just cuts.” I stated that perhaps there was a communication breakdown as there is a middleman involved between the customer and the installer. Brian got angry and said that they would not do business with me as he “does not like my personality “. Eads is the only distributor of the Active Fence product we need to match the previously installed fence. I called Eads Fence company to see if they could just send out a different salesman but Vickie T***** stated that Brian is the sales manager and he is adamant that they will not do business with me.

  Business Response

  Date: 07/20/2022

  Over four months ago Eads Fence completed the project for which we were hired.  The fencing we installed is beautiful and built to specification.  We have decided that it would be best for all parties if Eads Fence did not undertake your new project and therefore, we declined to bid this project.  We apologize that this came across as not liking your personality or offended you in any way.  We appreciate the opportunity you gave us for the past work, but still believe it to be in everyone’s best interest to decline to bid on installing the new project.  However, we would be happy to sell you the materials for the second project to match the fence that was previously installed.