Customer ReviewsforDiversified Fence Builders, Inc.

This business lacks the most basic level of integrity and customer service. Before the installation of our fence, we walked the proposed line with the salesman and crew leader. We advised that we did not know the EXACT location of our septic tank, but advised of the general location. We asked that they be careful in this area and hand dig to prevent any damage. We were assured that was no problem. We were not home when they began digging in that area, but we do have video footage from our security cameras showing that the crew leader auguered a hole straight through our 2-inch reinforced concrete septic tank. The sound of this can be heard for 2 minutes straight. Had he stopped to see what he was hitting, he would have easily seen it was not a rock. Then we would have gladly worked with them to move the fence line. However, this did not happen. We were made aware of the problem, and had to leave work early. The crew left and the corporate office never returned our call. This was on a Friday, so we were left to deal with a hole in our septic tank until the following week. The company then refused to even split the cost of installing a new septic tank with us. We also have video footage showing the crew joking about what they did, even saying, "You know why I hit that right? So you could get a haircut." We hired an attorney, and so did the company. They continued to refuse any compensation, knowing it would cost us more in legal fees than just to pay for a septic tank. They also lied that we told them the septic tank was in the back of the yard. We told them the LINES to the septic tank ran through the back of the yard. We not only had to pay for the fence, but the installation of a new septic tank and legal fees to try to get them to do the right thing. All while they blamed the entire ordeal on us and refused to acknowledge any wrongdoing.

Dear Mrs. ******** We appreciate your feedback and take your concerns seriously. We sincerely apologize for the inconvenience you experienced during the fence installation process. Our goal is always to provide excellent service, and we regret that your experience did not meet your expectations. After reviewing your account and the incident you mentioned, we want to clarify a few points. We believe there are two sides to every story, and we appreciate the opportunity to provide more context. The morning of the installation our team walked the property and was told the septic tank was in the back of the property and was not an issue. In addition, after the septic was hit your husband admitted to our estimator he did not know where the septic tank was located. We do not believe you knew where your septic tank was especially since you signed a contract which indicated the fence line would go right over your septic tank and the fence lines were also marked the morning of installation. We make it very clear to our customers private lines such as septic, well, irrigation, etc. are the responsibility of the homeowner to locate and unfortunately choosing not to locate was a costly expense. Also, you tried to bully us by responding to these issues from your work email which had previously not been used to discuss your installation because it showed us you work for a law firm. Your attorney reached out to us, and we had no choice but to also bring in legal representation. In addition, our team was very professional while having email correspondences with you and your husband. We are unsure why you are writing this review in January when we completed this project in August of 2023. We hate this incident happened and wish we would have known the septic tank was there but unfortunately a private locate was not completed. Also, in our line of work and thousands of fences we have installed we encounter rocks and there is no way our crews could have known what was below the surface. We encounter sand rock and other difficult stone that looks like concrete. We are not a franchise or huge company. We believe in doing right by our customer and our team works hard to communicate and put-up beautiful fences that we are proud of as is evident by the numerous 5-start reviews. We hate when people try to take advantage of us and make us pay for things that are not our fault. We tried to make the best of the situation and it cost us money by having to stop work and come back later to finish the job. In our line of work, we must be very competitive when we bid jobs and your fence cost us two days of labor when it should have only been one. Again, we feel bad this happened and would not want any of our customers to have to go through this, but we appreciate you bringing to light the importance of knowing where your private utilities are located.