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:30/10/2025

  Type:Order 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 hired the company to come and install a H3330**303738363232**H. The first payment was made on September 15, 2025, in the amount of $1,853.00, I was promised that the job would be completed in three weeks. After four weeks the job was not complete and i called the company and was told there was a delay in the material. No one contacted me about the delay. The work was delayed for another two weeks. I just soke with the owner and the installer arm was broke and everything got delayed again and the job won&#**;t be completed now until sometime in November 2025.

  

  Business Response

  Date: 30/10/2025

  As explained to the client, at the time of signature, we had a 3-4 week installation delay. We had a large project that we had begun, having 2 installation teams, 1 team was to work on the large project and the other on other projects. Our chief installer then broke his arm, considerably impeding our installation schedule, causing delays. The large project needed to be completed before moving on to any other projects. Then upon packing projects, we noticed that some materials were damaged, we needed to wait for them to come in. causing additional delays.

  I do not understand the mention that the "job won't be completed now until sometime in November" because the project was completed on October 28, 2025. The customer indicated that the workers were competent and he is satisfied with the installation. It has been paid for as well.

  Thank you

  Customer Answer

  Date: 02/11/2025

  We were told that the job will be done in 3 weeks, the job took 6 weeks, we were not notified of any delay my neighbor phoned a few times and the last time she was told the material are on back order and delayed another 2 weeks, I phoned and spoke with the guy that gave us the estimate and told them that we wanted to be compensated if they wanted to keep the contract, we felt mislead, he said someone will contact me, the person contacted me with an installation date, the company went ahead and billed my credit card and when I noticed that they did not apply any discounts, I phoned the office and the owner phoned me back with a different story of the delay she said she lost an installer and she had a big job that required the whole team I said you did not communicate anything to me and you told my neighbor the material is on back order 2 stories and she said that she will not give any compensation.  The reason this company got my business is because they were a member of the BBB and we feel mislead and that is why Im launching this complaint with you 

  

  Business Response

  Date: 03/11/2025

  I understand that you were provided an installation timeline of 3 weeks. As a customer, you expect the 3 week delay to be respected. Not every client considers that fence installation is dependent on multiple factors which cause delays, such as, weather conditions, ongoing project scope changes, underground conditions which may cause longer delays in installations, also, human beings doing the actual work that may sustain injuries, whether it be at work or on personal time. A fix timeline in any outdoor trade is not feasible due to all of these factors. As any other trade, we rely on weather, ground conditions, and staff health and safety. 

  Our installation schedule was pretty much respected until our chief installer broke his arm and our timeline was sent off track. Then upon packing your project, we noticed that some materials were damaged, we were uncomfortable installing those materials as they were not up to our standards, we reordered them and once they were in, you were installed in the next few days of reception. 

  As for not contacting our clients to inform them of the installation delay, it is an unrealistic point as Ideal Fence has over ************************************************ our experience, we have been accused of oversharing and even creating doubt in clients' believing that they were "bumped" in the schedule for other projects. We normally schedule in order of signature dates, underground cable documents reception, then according to materials in stock. If materials are not installation worthy, then it is re-ordered. Ideal Fence much prefers to proceed with this ethic.

  Ideal Fence does not feel a need to compensate the delay for the valid reason above and that we did what was needed to ensure an worthy installation.

  Thank you
  Ideal Fence

• Initial Complaint

  Date:11/07/2025

  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.

  My fence is in its 5th year of the warranty. I was approved by the city to have an 8 foot tall fence in the year 2020. I contacted IdealFence for the project. I believe the fence was not installed properly for the following reasons. It is very wobbly and most of my posts are leaning. I first had doubts when the post guys came and I saw the 7 foot length steel beams. I told them its an 8 foot tall fence and I dont see how having a post 4 feet into the ground with only 3 feet out of the ground would be good enough to support 8 feet. The post guy had no idea it was going to be an 8 foot tall fence. The owners son was the one that installed it, and again I stated its a 8 foot tall fence, he looked very confused and wasnt sure how to build it. He was on the phone with his father/owner for tips on how to build it. The fence was installed and was wobbly from a gentle push from the beginning. They keep saying thats how it is suppose to be. I let it go, but now, my fence is leaning. I filled a warranty complaint in March of this year for the issue. They keep saying that it was built the standard way, however a standard fence is 6 feet high. They are blaming it on wind. So I contacted their supplier All Season Fencing on what is needed for an 8 foot tall fence. They specifically stated that: The 84" galvanized pipe that we supply is strong enough to support a 6 1/2'H fence. Anything taller than that requires the following pipe:Min. 108" long, Schedule 40 pipe, with an outside diameter of 1 7/8". Sch. 40. Any fence taller than 6 1/2' needs the extra length and wall thickness in order to resist the increased wind loading.I therefore shared this information with IdealFence but they keep insisting it was done properly, it is not a warranty issue and it was a wind issue and are refusing to follow the suppliers requirements. They stated they would replace with thicker steel beams but not taller at my cost. They are refusing to follow their own suppliers requirements.

  Customer Answer

  Date: 19/08/2025

  I have not heard from the company and they have not made any repairs.  

  

  Business Response

  Date: 21/10/2025

  His fence posts were damaged because of wind damage.  The consumer is refusing to filing an insurance claim regarding the posts.  We have been out to his home several times to repair it. We have told the consumer that we are not going to be able to do much because of the wind issue.  He would like for us to replace everything and we cannot do that.  The issues do not have anything to do with the work we completed.  

  Customer Answer

  Date: 21/10/2025

  Complaint: 23587843
  
  I am rejecting this response because:
  
  It is not a wind issue but a bad installation. They keep using this easy way out excuse for their bad installation that doesnt follow their own suppliers requirements. In addition, theyve never mentioned anything about insurance to me, only that to fix the issue will be at my cost?! From day one Ive raised my worry about the wobble in the fence and have expressed the steel post looked too short to me. They keep saying it was installed using standard practice. However, my fence is not standard as it is 8 feet high and not the standard 6 feet. I have communicated with their supplier All Season Fencing whom provided me the proper installation process for an 8 foot high PVC fence which Ideal Fence did not follow at all. I will only accept that they rectify the situation following their own suppliers recommendation by replacing all steel posts with longer and thicker ones as recommended by their supplier.
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 19/11/2025

  The consumer is refusing to file an insurance claim regarding the posts, it makes the product more flexible and does not tolerate wind loads at 8' in height.  We have been out to his home several times to repair it, we even replaced the fence, we had our supplier create a new piece to create an 8' high panel, because the manufacturer did not supply this height. They actually still do not appreciate companies installing it either. We have told the consumer that we are not going to be able to do much because of the wind issue.  The issues do not have anything to do with the installation aspect. 

  Customer Answer

  Date: 19/11/2025

  They are lying to you. They replaced the fence not because of the leaning issue but because of a manufacturer defect. The stain on the fence was faded really bad and so they recalled the product, this had nothing to do with the leaning. Maybe they got a bracket which is the first I hear about honestly. But I provided an email from their supplier detailing what caused the leaning. The culprit is the metal posts arent long enough, deep enough and thick enough to handle an 8 foot fence. In addition, they say their supplier doesnt provide supplies for 8 foot tall fences, then why did Ideal Fence accept the contract knowing full well they couldnt provide a quality fence of this nature?! Sure they came by a few times to look at it, blame it on the wind and say I will have to pay for the fix. The facts are they didnt install it properly in the first place based on their own supplier requirements that I provided as evidence. Please look at the facts.

• Initial Complaint

  Date:10/06/2025

  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.

  We have called this company multiple times for a storm that we had two months ago, I fence fell down. We have not heard back from the business at all. We do have a warranty with the business and we would like for them to fix the fence so we do not have a safety hazard for the kids in our neighborhood.

  Customer Answer

  Date: 01/07/2025

  My complaint about the ideal fence company.

  The company didnt contact me, I am still waiting for their contact. 
  If there is any way to take more steps please let me know,

  thank you,

  tahar Rahem

  

  Business Response

  Date: 21/10/2025

  This is a Weather Damage issue; we will reach out to the customer while doing our research to ensure that we did not miss this request.

   

  Thank you

• 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,
  
  *************************************