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:06/15/2022

  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.

  I contracted with this company to install a crossbuck style fence along the two sides of my backyard. The day they were supposed to arrive they canceled. The said they would come in two days but nobody showed or called and nobody returned my calls. They finally showed up the next day and began work installing a fence. From the start the fence was not level and they were using a jigsaw to hack at the boards which also made them look horrible. They said they would fix all that. On the second day they still hadn't fixed those issues but continued on with the build. I wasn't home so I couldn't babysit but on the third day I told them not to start working until the main guy came so I could show him how the fence wasn't level. He blew up and said I didn't know what I was talking about and demanded his workers tear out the entire fence. Instead of just fixing the issue they refused and tore our the fence. Now I have about 20 concrete filled spots in my yard that will make it harder for the next person to install a fence. My yard is a mess and I've never dealt with someone more rude and condescending.

  Business Response

  Date: 07/17/2022

  In short, the customer's expectations of how the work should be completed were not able to be provided in regards to fence industry standards and we both decided not to work with one another. All materials that were on the job were taken away and the holes that were left in the yard were filled in with soil and smoothed out. Fusion offered to have a landscaper visit and complete any needed further repairs to the turf. We have not been able to establish a time with the customer as to when she would like to have someone out to repair any turf issues that were caused by auguring holes for posts. We are willing to still provide this service, but will need a day that is approved by the customer for the landscapers to visit. 

  Customer Answer

  Date: 07/18/2022

  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, reasons for rejection are included below.
  
  Regards,
  
  
  ******** ******
  
  The landscape company they chose never showed up to complete the work and they informed me they were out of options. The holes were not filled or smoothed out. If the industry standard is to not have a level fence then I must be asking too much. They still have not completed the work and it is unfinished and I have a bunch of dead grass and holes.
  
  

  Business Response

  Date: 07/19/2022

  Good afternoon, the landscape company would not work for ******** ******, reasons not given to me/Fusion. I received a Email from ******** stating nothing was worked out between her and said landscape company and told her they are my only option for professional turf management. I also stated if she wanted to have her own company's submit estimates Fusion is willing to help pay.
  As for the original holes Fusion did fill them with top soil and spread new grass seed but due to summer conditions if ******** did not water the seed it of course would not grow. At this point I do not know what ******** ****** is looking for Fusion to do to resolve this matter.

  Customer Answer

  Date: 07/20/2022

  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, reasons for rejection are included below.
  
  Regards,
  
  
  ******** ******
  
  They need to find another landscape company. I'm not spending my time calling someone else when I didn't ask for them to rip the fence out that they had already constructed. Nobody told me that Norvell wasn't coming back to do the work. When the gentleman was here he said he would send estimates to Kevin and that's the last communication I had with them. I have dead grass all over and I'm not an idiot, I did water the grass, but the half ass fill job they did made it impossible. The holes they supposedly filled in sank which I told Drew and Dakota would happen. I have kids that will break an ankle if they fall in one. This company has mislead both me and the BBB from the start. They said I wouldn't give them a date for the landscaper but he never asked for one, he said he would call Kevin with quotes. I've already told Kevin that I'm turning this over to my attorney for a liability claim since he refuses to find another landscaping company or complete the work himself. It should have never been this difficult. All they had to do was level out three posts but apparently a level fence isn't "industry standard" it's laughable they are still in business with Dakota and Drew running things. I will continue daily to never recommend them for anything roofing or fencing because it's obvious they are lazy and pass the blame every chance they get. Unbelievable really. All I wanted was level fence posts...who knew that was too much to ask.