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:24/06/2024

  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.

  1. In May 2023, I employed Ideal Fence to construct fences for my backyard. I communicated with Ideal Fence during the sales representative's several on-site visits, stating the north-side fence is to be shared, and the south-side fence is not to be shared (paid for in full by myself). Both costs were indicated in my estimate and then in the contract. My north-side neighbors were fully involved in the entire process. My south-side neighbor was never involved. 2. On May 13th, 2024, I was told the foundation of my south-side fence was in neighbor’s property. I reached out to Ideal Fence to check this. Ideal Fence did not respond, and I had to send more than 10 emails, and 3 follow-up calls to have them send an inspector. 3. In June 6th and 14th's emails sent by the inspector, he informed me that the south-side fence was built on the shared line, and explained that “We will only set the line of the fence to more inside our customers property if it is requested prior to installation”. I was extremely shocked to hear the fence had been constructed in the shared property line since I was clear in all my communication and my south-side neighbor has never been involved in this fence construction communication. And, during the construction, I was never given the opportunity to verify the property line. Ideal fence conducted their own inspections before and after building the fence, I was not given any results or communication from these inspections. The construction process from ideal fence lacked clarity and transparency with the customer, and they claimed that it’s customer’s responsibility to ensure the accuracy of the property line. If the fence boundary is the responsibility of the customer, then I should have been given time and resource to conduct my inspection, or received results from their inspection before and after building the fence. As a BBB accredited business, they should be responsible, prompt, and transparent, with their customers to resolve any issues.
  

  

  Business Response

  Date: 25/06/2024

  Good morning,

  ******** called in multiple times and we provided our recommendation to seek our a CERTIFIED SURVEYOR because at this point, it is not Ideal Fence's responsibility as we have installed her fence in the normal standard as we always do. Even though customers pay for their fence on their own, they also do not want to loose any space in their  yards by installing within their property lines, so they install the fence on the fence line. There is no mention whatsoever to do so, and they also met with the installers when they were on site and did not mention this fact as well. We have spoken to Ms. ** on at least 6 telephone conversations and have repeated ourselves. As per the attached document signed by the customer "The fence line must be clearly marked by the customer, accurate placement is the4 sole responsibility of the customer. Customers must supply Ideal Fence with a property site place or survey map. Int the event the line is not clearly marked, Clôture Ideal Fence will make every effort to ensure the fence is installed as required, relying on provided sit plan/survey, if necessary. This being said, Clôture Ideal Fence accepts no responsibility whatsoever for inaccuracies related to property boundaries after installation." Ideal Fence, is not responsible for the fence location on the property. The fence was installed on the PROPERTY LINE as per standard practice, per survey provided to us upon installation. This is the norm on fence installations, and I cannot see where we were not clear or transparent, they had more than enough time to evaluate where their fence would be situated on their property. 
  
  The neighbours claim is not that the fence is on his side, it is the base of the concrete footing. In digging our holes for posting, we dig in the shape of a bell to prevent the concrete from heaving from the seasonal thaw in the long run. 
  
  Even after informing the customer that she had signed the form waiving our responsibility for the fence location, she has chosen to file a BBB Complaint instead of resolving the situation with a professional surveyor. 
  
  Thank you

  Customer Answer

  Date: 30/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I’m not satisfied with the ideal fence’s response.
  The ideal fence’s claim in their response "The fence line must be clearly marked by the customer,
  accurate placement is the4 sole responsibility of the customer. Customers must supply Ideal
  Fence with a property site place or survey map. Int the event the line is not clearly marked, Clôture
  Ideal Fence will make every effort to ensure the fence is installed as required, relying on provided sit
  plan/survey, if necessary. This being said, Clôture Ideal Fence accepts no responsibility whatsoever
  for inaccuracies related to property boundaries after installation." DOES NOT apply to my case.
  
  Ideal Fence did receive our land survey, and using it, built the fence such that the farthest edge of
  the fence is on the shared property line, showing that they are fully aware of the exact property line,
  which we provided correctly. The main issue we have with the construction is, knowing that the
  fence foundation is much larger than the thickness of the fence, Ideal Fence is aware of the
  fact that this puts a portion of our fencing foundation into my neighbor’s property.
  
  This is not an issue of miscommunication or inaccurate property line. We have provided all the
  information clearly. This is clearly proved by the fact that the actual above-ground portion of the
  fence ends precisely at the property line, this shows Ideal Fence knows exactly where our property
  ends and knew we wanted our fence to stay within our property. Therefore, everyone can agree that
  both our property line information and our intention were communicated to Ideal Fence.
  
  The error comes from the fact that Ideal Fence dug the foundation area for concrete pouring,
  so they know the size of the foundation block, and given the fence boards ended precisely at
  the property line, they know that the large foundation blocks would exceed my property line
  into my neighbor’s property. We would like to ask, since Ideal Fence knew of our property line and
  our intention to stay within our property, why was the size of the foundation not accounted for?
  Due to the fact that the foundation goes into my neighbor’s property, it has damaged my
  relationship with the neighbor, and endless questions about liability, ownership of the fence, future
  maintenance costs, and our neighbor’s right to modify what should have been my private fence.
  And with this BBB complaint, we would like to resolve this issue, and also understand, what caused
  this issue? Is it an oversight with not accounting for the foundation this time, or is the foundation
  never accounted for by Ideal Fence?
  
  
  The resolution can be either ideal fence rebuilds this portion of the fence and makes sure
  everything is within my property line or refund me this portion of the cost because there exists the
  risk that I will need to rebuild this portion.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:04/10/2023

  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.

  October 4th, 2023 Ideal fence is removing and installing fences for ************** I rent from. I was not informed by the rental complex that this was happening. I was not able to remove any of my belongings. Ideal Fence has damaged my plastic fence, my flower beds and planter as well as my fence covering. They left paper cups in an item of mine, I removed it and when they over heard my conversation speaking about what happened, they laughed. Disrespectful company, no care put into consideration when working with peoples personal belongings.

  

  Business Response

  Date: 05/10/2023

  Good morning, 

  Ideal Fence advised the ************** that we would begin work 2 weeks ago, they apparently sent e-mails out to all of their tenants. In speaking with the owner of Ideal Fence who was on site with our digging team all day yesterday about this project this morning. Before I even had a chance to mention this complaint, he mentioned that one tenant was not aware that we would be on site yesterday and she was very upset that she did not have a chance to remove her belongings to protect them. Ideal Fence owner and installers apologized that the renter had not informed of our start date, provided their assistance to remove her belongings with her.

  The owner was there to supervise and did not see any damaged items...

  Thank you
  ******

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20697238
  
  I am rejecting this response because:

  The owner was sitting in his truck, I walked to a neighbors house and that is where he was.  He was not in my back yard over seeing anything!

  No one asked me, if they could help remove items.  The just did it on their own.  I came home and my fence covering, with lattice was down on the ground ripped and lattice broken, my plastic fence was broken and wood in my flower pot.  

  I had to remove the items after they had been ripped down, thrown on the ground and put them in my house!  They acknowledge they heard from the office one tenant didn't know, I can assure you there are a lot more tenants.  I will go house to house asking who knew and who didn't and what places had items ripped down or damaged.  I will take pictures of the actual grass that has been damaged as well as the broken pieces of wood that has not been picked up by the fencing company.  

  Your company is not reputable.

  
  Sincerely,
  
  *************************************