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:11/14/2024

  Type:Product 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 am writing to formally lodge a complaint against **** *****, General Manager of Denver Fence Guy, located at ***********************************************. On Monday, November 11th, I accidentally made a deposit for a service that I intended for another with a similar business name. Upon realizing my mistake, I promptly contacted Mr. ***** to request a refund of the deposit, explaining my honest mistake in this terrible situation. To my surprise, I was informed that a hefty fee would be charged to process this refund. I believe it is unreasonable to impose a fee for a refund in this situation, especially since the deposit was made in error. I expected more understanding as there was no signed agreement, and particularly given the nature of the mistake. I kindly request that the Better Business Bureau investigate this matter and assist in resolving this issue. I hope to see a fair resolution that reflects good business practices. Thank you for your attention to this matter.

  Business Response

  Date: 11/18/2024

  Thank you for reaching out and allowing us to address this complaint. First and foremost, customer signed a contract on 10/17/24. We have attached the file including the terms and provisions. Customer signed the contract then had another company do the repair 2 days prior to our scheduled installation without informing us. The day prior to our installation date, customer reached out informing us that he already had the work done and wanted to cancel his project. On our terms and provisions, we have a $250 cancellation fee for any project cancelled more than 72 hours after the contract is signed. This is for the processing and organizing of documentation in the office as well as ordering locates on the property. We had a crew scheduled to work the day of his job, but because the cancellation less than 24 hours in advance, I had no work for that crew (this is another reason for the $250 fee).  I spoke with the customer on 11/11 because we had not received the deposit for the project and the customer confirmed we were still on for install on 11/15 and that he would pay his deposit that day, which he did(11/11). Then he reached out on 11/14 to cancel. 

  I reached out to the customer once we found this complaint and left a voicemail on 11/15 to address it. Then called again, left another voicemail, and emailed the customer on 11/18. Customer then called me back, I missed the call and returned the call shortly after. I wanted to relate and understand the customers situation, explain why that fee is there and negotiate it for him due to the "mistake" on his part. I tried resolving the issue but had troubles communicating effectively with the customer on the phone.