ComplaintsforFence Outlet, Inc.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Fence outlet was to provide a fence for my property. Date of Transaction Augus 9, 2022. The fence was installed; looked very nice. However, on August 29, 2022, I informed Tomas at Fence Outlet (see email below) that one of the gates was not installed properly, it was opening in the wrong direction. Then in October the wind from Hurricane Ian broke the fence off. When I called Fence Outlet, I was told that this was an act of God. It could not be: I am contending that the fence break off to the ground was due to poor workmanship; incorrect installation. Furthermore, I notified them about the wrong-way opening long before the storm. From: *************************************** Sent: Friday, October 14, 2022 4:53 PM To: Debbie B***************************************** Subject: Re: FENCE OUTLET RECEIPT FOR TODAY'S TRANSACTION Hi debbie, I have an appointment for next week to do an estimate for the fence. However, I'm requesting that an installation supervisor come because, the gate was apparently not installed properly - the swing was in the wrong direction. Note that the other gate, which was installed in the correct position, was not damaged. On Mon, Aug 29, 2022 at 10:12 AM ****** ******************************** wrote: Good morning Tomas. Greetings. One of the gates is in the wrong position; it needs to be one over to the left; the mower is having difficulty getting in. Fence outlet sent someone out to give me an estimate for the repair; first he stated $800; then, after I pointed out that the gate was not installed properly, like the other gate which did not fall during the storm, he said $400, after speaking with someone else, I assume his boss. I should not have to pay for their negligence and incompetence. The initial installation looked really good; now the gate is on the ground. My insurance cannot cover this because of the high deductible. I need Fence Outlet to replace the gate, and properly install it.

  Business response

  11/21/2022

  Business Response /* (1000, 6, 2022/11/03) */ ******, we apologize for your recent experience. Our installations are backed by a one-year workmanship warranty. If any part of the fence fails due to an error in the workmanship, we will correct it at no cost to you. Once its out of warranty, there is a cost for labor and materials. Storm, wind and hurricane damage is not covered under our warranty. We can assist with the repairs of the fence. However, there typically is a $450 labor fee plus the cost of any needed materials. We will send a service technician out to assess the damage. Thank you for working with our Customer Service manager on a solution for you. Consumer Response /* (2000, 8, 2022/11/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company called the day after I filed the complaint, and BBB contacted them. After they researched the issue, I guess, they called back to say they would be out the following day to repair the fence/gate. They DID come out as promised. My fence is back in order. Thank you.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When they installed my fence they cut the gas line. It cost me $650 to repair it After many months of trying to get them to fix it I was able to get the gas company to credit me $400 but they won't pay the $250 difference. I tried to get them many times too pay this and they said too bad. Now I have a post that is sinking and they said sorry not covered by us. They will charge me to fix it. I made a mistake hiring them. Don't stand by their products.

  Business response

  11/17/2022

  Business Response /* (1000, 5, 2022/10/21) */ Your fence was installed on 6/11/21. We were first informed of the cut gas line on 8/10/21. We make every reasonable effort to prevent damage to your property. Before every project we have the public utility lines located. After our investigation, it was determined that ******** would pay your entire bill. We did inform you that if you still had a balance that ******** would need to issue a refund and to contact them directly. We apologize if they did not fulfill their obligation to reimburse you. Our installations are backed by a one-year workmanship warranty. If any part of the fence fails due to an error in the workmanship, we will correct it at no cost to you. You are currently out of warranty. There would be a labor fee involved in any repair, along with the cost of materials. We would be happy to provide an estimate for the repair. You do also have the option of purchasing the materials on your own, if you would like to complete the repair yourself. If you would like to discuss this matter further, please call our Customer Service manager,**************

• Initial Complaint

  08/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Failed to complete contract on time, was given 2 opportunities to meet the contract. When I tried to contact the company because the manager did not on his own show he cared about the accountability of the crew sent out to complete the job, I found him out of the office. I then hired another company to complete the work and supply materials not supplied per the contract with fence outlet. I left a review for Fence outlet on Facebook and another person contacted me wanting to make this right. i was promised a response by Monday the 29th, a full month and 2 days past the contract date I was told they would complete the fence installation. No one contacted me, until today the 31st, only to say that since I hired a landscape company instead of a fence company to complete the work, they would not discount the full bill, despite the fact they did not honor their contract or complete the work, and did not supply the material or labor. They want to be paid for materials and labor they did not supply and want the full contract amount despite not having completed the contract.

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/09/02) */ *****, we apologize for your recent experience. The installation of your fence began on 7/25, as stated on your contract. The crew was not able to complete the installation that day due to inclement weather. The installation was completed on 7/27. We did receive notification from your estimator that there were some issues with the install that needed to be addressed and a service order was opened for those issues. You spoke with the GM of the Port Richey store on 8/1 and discussed your concerns. During that conversation, the GM advised you that he will complete a site visit on 8/3. During that visit, the GM did take note of your issues and was planning to have the work completed by a crew. He also pointed out that the bowed bottom rail was due to your neighbor's sod pressing up against the fence. He advised that we would not be able to cut back the neighbor's sod as you requested. Fence Outlet will not encroach on a neighboring property nor as a licensed contractor are we allowed to change or alter property we are not contracted to do. We scheduled a crew for the morning of 8/6 to complete the repairs that were brought to the GM's attention such as moving the sprinkler and closing gaps . On that same day, you paid a landscaper to fix other issues that were not brought to the GM's attention. The vendor that was used to complete the work was not a licensed fence contractor. The invoice you provided for their work seems to be inflated. We apologize that this company may have taken advantage of your situation and overcharged you. We will only refund for work that was completed by a licensed contractor, ONLY after we have been given an opportunity to complete the repairs ourselves. We were not given the opportunity to do so. Fence Outlet does stand behind our products and workmanship with our one-year workmanship warranty. It was never suggested that we would not fulfill that warranty and complete the repairs. Unfortunately, we will not offer any discount for the work completed by the other company. The choice to have the work completed by another company was your decision to make and the bill will be your responsibility. We would have sent out another crew or service technician to complete all the work, at no cost to you. During the site visit, we did confirm that Fence Outlet did fulfill our contractual obligation and did install the fence as contracted. You are in possession of over $13,000 of our materials and we have invoiced. Consumer Response /* (3000, 7, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your statement is factually false. 1. The work did not start on the date I was promised it would be completed 7/25. The crew spent 6 hours teaching a new crew member how to use an auger. The crew member quit and the 2 remaining guys came back and started the actual install on the 26th. The weather became bad at 4 pm, and they returned 7/27 at 6:30 am and rushed to complete the job, which in fact it was not completed on that date. The fence was not installed per contract and not all the materials were installed per contract. 2. It took nearly a week for the New Port Richey manager to contact me, and finally agree to come out to see the job. He came alone and NOT with a crew, though he knew there were issues prior to arrival and those issues could have been immediately addressed. Your company does not hold the crew accountable. I have never dealt with a company who sub contracts and then never checks up on the work they have contracted out to be done. I was told many times that I would have to pay extra to get the job completed as per contract even thought it was never completed/installed per contract to start with. (First by the salesman, then the New Port Richey Manager and then the crew) 3. The New Port Richey Manager did come out on 8/3, and noted all of the Incomplete work and missing materials as well as the bowed panels, which I might add are completely on my property, not the neighbors. Had the crew not been rushing at 6:30 am to go on to another job (they installed over 90 feet of fence in less than 2 hours) they would have cleared any grass that was in the way, (which I will note has to be on my property as the panels are between the fence posts which are installed on my property line, and the panels therefore are several inches onto my property line, as was the sod. If they had done this before installing the fence and not been rushing and just slamming in the panels they would not have been bowed. The manager even stated to me at that visit that the retaining wall needed to be taken down in order for that repair to be completed. That the sod and the panels were on my property. 4. The same crew was sent out on 8/5, I was told they would be there slightly after noon, but the crew did not show up until nearly 4:30 pm. They again were rushing and complaining that they had to be there. They refused to move the fence onto the contractual line of install, they refused to move the fence on the side where they incorrectly installed it, over the sprinkler box, (and they did break a sprinkler line) as they moved the junction box and told me this was the only solution, and they did this even though they are NOT licensed sprinkler installers. They told me I would have to pay extra if I wanted the fence panels that were never installed, though they are part of that contract and the materials per contract, that I never received. 5. Your company was given two business weeks and 3 opportunities to complete the fence per contract. 6. I am not in possession of the full contract materials, anything not supplied or installed by you are items that need to legally be deducted. 7. You did not fulfill your contractual obligation, I was never even supplied a copy of said warranty that you reference. To my knowledge there is no warranty and nothing for me to reference if I needed to use this warranty. However, you can not use this warranty to strong arm the full price of the contract that you never fulfilled to being with. You LEGALLY are NOT entitled to a full payment for a contract that you breeched and did not fulfill. You are not legally entitled to payment for materials and labor that was contracted but failed to be provided after three separate visits, and two weeks past the contractual date of install. As poor of a quality of a job that your company has done, and continued to fail to meet its obligation, why would I come back to you to seek anything under some bogus warranty? 8. You are not entitled by law to be paid for materials or work not completed by your company. It does not matter who did the work or where the materials came from, once you were given multiple opportunities to make the corrections and supply all of the material and then failed to do so, you have failed to meet your contractual obligations and are only entitled to the payment for materials and labor supplied by your company. Your own above statements clearly contradicts the statement made by you that you have fulfilled your contractual obligation. Had you done that, then no technicians would have needed to come out... A crew would not have been sent on 8/5, and the New Port Richey would not have agreed that there were not only issues but materials missing and fence not installed per the contract. No one even came out after the crew was here on 8/5, I thought that certainly with the problems with this same crew the first attempt, that someone would want to show accountability and be there on the day that they returned to ensure the job was then completed as per contract. Again, I am not in possession of materials in the amount of $13,000 provided by your company. Your company admitted that the contract was not met and a crew was sent out on 8/5, though not a licensed sprinkler company this crew then moved a junction box and broke a sprinkler line. They did not in fact supply the extra feet of fencing that was missing. They did not cement in the 61 posts which were not cemented during the install, because they destroyed that material by leaving it out overnight not covered and the quickcrete got wet with the morning rain. They did not complete the job, nor did they even install one fence post on 7/25, the day that I was promised this would be completed by contract, and I also have that in a text message from the salesman, Jarrad. 2 weeks later and 2 more opportunities wasted to make the corrections and I was left with a broken and gushing sprinkler, and contractors that needed to come in to do the work that they were already delayed by 2 weeks for because your company did not complete or fulfill its contractual obligations. Standing behind your products and workmanship includes admission of your errors, and also holding your managers, salesmen and crews accountable. There is no one checking on the workmanship of the crews or the installs. It should not take such effort and aggravation on my part to get work completed per contract. Again, you did not fulfill the contract, your crews had 3 opportunities to do so and failed to do so. You are not legally entitled to payment for labor or materials due per contract that you failed to supply after multiple attempts. Business Response /* (4000, 9, 2022/09/07) */ Fence Outlet was not made aware of many of the issues you have listed in your complaint and on your invoice, such as, the broken sprinkler and the posts needing cement. If we were made aware of these issues, we would have addressed them for you, at no cost. We were aware of the bowing panel and informed you what was needed to have that corrected. Again, we were willing to correct this for you at no charge once your neighbor cut back their sod. The contract does state that the install will begin on 7/25, which it did. The contract also states that an install can take up to two to three days to complete for unforeseen circumstances, such as, weather. The install was completed within that timeframe. The GM received your first call on 7/28 He returned your call the same day. You called him back on 8/1 and he returned your call that same day and scheduled his visit for 8/3. That was all completed within a week of your installation. During the GM's visit on 8/3, he did measure the left side with you and both of you agreed that the line was short 3 inches. Fence Outlet does not accept responsibility for all the items listed. However, we will issue you a one-time customer service credit of $1,500 for your negative experience. If you accept this offer, we will expect payment of the remaining balance (less the $1,500) within 48 hours. Consumer Response /* (2000, 11, 2022/09/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Just to clarify, Per phone records I can provide, I first called not only the salesman but the NPR Manager on 7/26. You claim Fence outlet was not made aware of the items, but not only did the salesman, and the New Port Richey Manager know, but you were also given a list of the problems that I requested the crew address, and they failed to do so, and also all of these items were listed on the invoice that you have had for several weeks. The fact that you are blatantly admitting that you do not accept responsibility for the contractual items that were NOT completed and continue to claim that the install was completed despite several feet not inches of fence being missing, posts not installed correctly with concrete, and sod ON MY Property not being properly cleared before the fence was installed, among other problems! when you personally have not even seen the property at ALL, is reprehensible. I have paid a more responsible company to clear up your mess and complete the contract that you did NOT fulfill fully. I will accept the deduction of the $1505 dollars from the contract which is what was paid to the other responsible company, to actually do the work (and supply the materials) you DID NOT complete. You will have the money you are owed on Monday 12 September 2022, when your office opens. I will want a written receipt stating that balance is paid in full. Also a copy of this warranty you continue to reference.

• Initial Complaint

  08/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I reported my fence being damaged due to the weather and the company is advising that they want me to pay for parts and you can clearly see the materials are cheap. They stated any wind or storm damage, is not covered under their warranty. We shouldn't have to pay for that especially having the fence less than one year. The wind made the door open in the opposite direction and it should never have done that. Alittle bit of wind damaged one of the doors and hinges. They are not willing to stand by their work and fix the problem. This happened to my neighbor as well on the same day and he had his fence installed 5 days ago. This is not good service.

  Business response

  09/06/2022

  Business Response /* (1000, 5, 2022/08/08) */ ******, we apologize you are not satisfied with our products or services. We do stand behind our products and offer a one-year workmanship warranty. Our PVC also has a limited lifetime warranty that covers any defects in the materials, such as, blistering, peeling, etc. As discussed with our General Managers and Customer Service manager, any wind or storm damage is not covered under our warranties. We do typically charge $450 for labor, as that is what we pay our subcontractors, plus the cost of any needed materials. We were not charging you any labor fee, as a courtesy to you. We only asked that you pay for any needed materials. Based on the pictures you sent to our Customer Service manager, it looks like you may only need to replace the gate upright or some hinges. The average cost of these materials range from $25-$55, each. As a one-time courtesy, we will send a service technician to access the damage and replace any needed materials, at no cost to you. There will be a charge for any future storm or wind damage. Thank you for working with our managers to come up with a solution. If you would like to discuss this further, please call our Customer Service manager, 407-203-0533.

• Initial Complaint

  04/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Salesman Tommy B. came to my house nov21, never asked if I wanted 6 or 8 ft-(even tho an existing HOA fence was 6ft) filled out a contract. We agreed to go w financing, he ran my credit all was good he made me sign the contract and took off. Mar22 they came to install de fences and the full panels were short to cover the entire line, the installers put the small ugly pieces on the side everyone sees instead of by the gate (where no one ever sees it) it looks really bad, they claim it's is "as per contract" so I check the contract and the sketch the guy did is definitely not clear, never in a million year I would understand what that drawing meant, so yes i READ The contract but I didn't know that sketch meant placement position !!! they should have sent a REAL PROPOSAL of how the fence would look for me to approve, or AT LEAST told me "we will have a gap do you want us to fill it in on this or that side?" But they do not care about the customer, at all!!! pos sale has been nothing but a headache, the bank called me to ask if I liked before they fund fence outlet I said the Truth, And because I said I didn't like it they don't want to fund the company until they give me a solution. I NEVER said I was not going to pay, first I asked was to move the small piece to where no one can see(they want me to pay $450 for that.) but once I saw it was not going anywhere with them blaming me I just told the bank to charge me and take my loss. That's when the problem came, they want me to sign a document that has a paragraph saying "I am happy with the product/service "and I refuse to say I'm happy w something I am not! so I said remove that paragraph and I will sign abd PAY. Problem is they can't/don't want to remove and are threatening to put a lien on my property if I don't pay them CASH or card ! I will not pay cash/card when I agreed to 12 months finance! enough with the threats! Since your customer service didn't care to fix the issue,don't force me to say I like it!

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2022/05/05) */ **** we apologize for your experience. We did install your fence per contract. We understand that you were not happy with the look of the small sections that were indicated on your contract. We did send our service technician out to go over options with you. We also provided a letter with a list of options for you to review. Unfortunately, the options provided were not satisfactory to you. We would be happy to move the small section near your gate, as you requested. Please keep in mind that this would be a labor intensive job, as we would have to remove and reset concreted posts and reconfigure your entire fence. This is not something that could be done at no charge. We do care about our customers. This is why we have been trying to work with you on a resolution. You opted to pay for your project with financing through ****** Credit Union. It is ****** Credit Union's policy to have their borrower sign a work completion form, which you refused to sign. In refusing to sign that document, the bank will not fund your project and leaves your balance unpaid with Fence Outlet. We did advise you that you may make any comments you see fit on that document, as long as your signature is on it, ****** will accept the document and fund the project. We did not force you to pay with another method. The option was given, if you don't want to sign the finance paperwork to fund your project, you can pay with cash or credit card. There is a clause on your contract that states as a licensed contractor, we do have the right to put a lien on your property till full payment is received (or funded thru the bank). Our accounting department, was informing you, as a courtesy, that you were getting close to the lien deadline. Thank you for working with our Customer Service manager to find a solution. We have mailed you the finance documents along with a letter of options for the fence. You may make any comments, you see fit on those documents. Please call our Customer Service manager to discuss further, 407-203-0533.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  See Attached On 02/04/22, a representative from Fence Outlet came with a crew to install our fence. There were some issues with a French drain on the right side of my house and the fence could not be installed at the originally quoted length. My husband and I addressed it with the installer named Arnold and agreed on the appropriate length to eliminate any damage to the French drain. (Or so we thought) Arnold and the rest of the crew started to install the fence on the left side of the house. Once they got to the right side of the house, they ran into an additional problem with the French drain. This community is a brand-new community that is still under construction. I had to call the Foreman (Luis) that works for the developer of the community and explain the issue. He suggested that I post pone any further installation so that he can consult with his superiors about how we can proceed. Fast forward to 2/17/22 and I received an email from Luis that stated we can proceed with the installation of the fence as normal and the developer with repair any damage that is caused to the drain at no cost to me or Fence Outlet. I sent this email over to Fence Outlet and they were back out on 2/21/22 to finish the install. Once the install was over, I did not get a copy of any documentation telling me the quantity of the materials used so that I can get a refund/credit for the difference since they ended up using less materials than what was quoted. I reached out several time via phone call, texts and emails to Brian W********** who was the salesperson, Misael (not sure of his role) and the general manager Michael B****. I finally got a response sometime on the first week of March by a phone call from someone named Chris who asked if he could stop by to do a quality assurance inspection on the installation. After his inspection he told me how much footage was installed and that everything was installed correctly accept the left side of the house. The fence is coming at an angle into the neighbor’s property and that will be fixed. I asked him if someone would contact me with the information on the refund and to make an appointment. He said they will contact me in a couple of days. As of March 10th I still got no response so I emailed Michael B**** again and finally got an exact dollar amount that would be credited. I immediately replied with a couple of questions and today is 3/22/22 and I have not received any correspondence from Michael with answers to my questions. I did however receive a text message on 3/17/22 telling me that I have an outstanding balance with them. I replied to the text message explaining the dilemma and I was told via text that Michael would contact me when he can. I also emailed Michael and still nothing. It has been over a month that I have been ignored by the representatives of Fence Outlet and I would appreciate immediate attention to my concerns. This Fence that was installed incorrectly needs to be corrected. To be honest at this point I would appreciate a better price for this fence after all of the lack of communication, lack of follow through, lack of customer service and frustration they have caused.

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/03/23) */ Mrs *******, We sincerely apologize for the delay's in response by our management team over the past month. There is no excuse and rest assured that we have addressed this with our team. Our customer Service manager Christina V***** will be in communications with you moving forward. She did reach out to you today when we received this complaint and left a Voicemail for you to return her call. Your credits were applied on 3/1 and 3/10/22 and our accounting team did reach out to you to discuss the credits on both days and informed you in a VM on 3/10 that your remaining credit was applied to your Launch credit form that she was sending to you for approval. On 3/22/22 at 2pm Michael B**** did contact you to let you know that the installers would be there this Friday to move the left side. It is unacceptable that it took us 12 days to respond to you and we apologize for that. We will do a better job moving forward. Christina will contact you on Friday to make sure you are happy with the work that will be performed and will make sure to follow up with you moving forward. We thank you for reaching out to us and letting us know about your issue so that we can train and improve out customers experience moving forward.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a fence from the Fence Outlet worth $5980.00. But after the installation I noticed that my sprinklers no longer work, the installation personnel broke the power cables of the sprinkler system, broke pipes, and ground the sprinklers, my lawn is drying, I have been trying to call the Fence Outlet but no one answers . I need them to come and repair the broken power cables and the affected sprinkler system. I can't afford this loss.

  Business response

  03/23/2022

  Business Response /* (1000, 5, 2022/02/24) */ *****, We are sorry to hear about your experience with your fence installation. We make every reasonable effort to prevent damage to your property. Before every project, we have the public utility lines located and marked, private lines such as sprinkler lines are not marked. For this reason, We offer a $50 Sprinkler Assurance Plan which would have covered the repair to your sprinkler system. However, you declined this protection at the time of sale. While we are sorry that there was damage to your system, you did initial and sign that you decline the Sprinkler Assurance Plan and assume full responsibility for the repair of any damage to your sprinkler system. If you have additional questions or concerns please contact our Customer Service Manager, 407-203-0533. Consumer Response /* (3000, 7, 2022/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The problem is marked to where the power cord was marked, but their subcontractors were ignoring it as markings and breaking the power cord, this is disrespectful to the customer, no one from the company inspecting the facility and asking me if everything was ok right, the after customer service is terrible, I do not recommend this company to anyone. Because your subcontractors know that they will pass energy ignoring it as an appointment, regretful disregard for the customer, the power cable has nothing to do with the sprinkler follow, you have already received the payment and you will do nothing, I need a solution from this company , and that its subcontractors have more responsibility in the execution of the bad services provided. Business Response /* (4000, 9, 2022/02/25) */ *****, we apologize for any inconvenience this may have caused. We want to work with you to find a satisfactory solution. Our Regional Manager & Customer Service Director will contact you on Monday to discuss this matter further.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/21 fence installed and purchased from fence outlet, blew down from high wind. I contacted Josh P**** the sales representative who said that we voided our warranty by putting privacy slats in the fence. It is a chain link fence. I called the North Port office, and the person I talked to could not find anything in our contract about not adding privacy slats to the fence and would forward our case to the Orlando office and Christina would call 12/23 or 12/24. On 12/23 I received email from Josh will a repair contact saying they would repair the fence for $1,900 and I should sign and give my credit card information. 12/23 I left a message for Christina. 1/4 I called Christina who said she knew nothing about our case. I explained it and sent her pictures of the downed fence. 1/7 Christina called wanting more pictures. 1/10 @ 4:43 I received an email with a blank warranty from Stephens P*** and Steel. I sent back a copy of our contract with a hand written warranty on it and that it does NOT say anything about altering the fence or adding privacy slats. 1/12 case referred to V.P. he is to call back in 48 hours. We are still waiting. We never received any type of warranty other than what is hand written on our contract.

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2022/01/21) */ *******, we apologize for any miscommunication regarding the warranty of your fence. We offer a one year workmanship warranty and there is also a limited warranty on the chain link materials thru the manufacturer. Your chain link fence was installed on 8/31/2020. You contacted our North Port office on 12/21/21 to inform the staff that some of your panels has been knocked down by a wind storm. We asked for you to send some pictures of the damage. When the pictures were received, we discovered that you added privacy slates to the chain link panels. You were already outside of the one year workmanship warranty. The chain link material is produced by another company that provides that limited warranty. There are limitations to that warranty that are not listed on the contract. The full warranty was emailed to you to review. As it states, the warranty only covers defects from normal use and not changes caused by alterations or acts of god (storms, hurricanes, tornados, etc.). Unfortunately, the damage to your fence is not covered under any warranty. One of our estimators did send you a quote for the repairs. Your case was then escalated to upper management and as a one time courtesy to you, we will repair the fence at no cost to you. Thank you for working with our Customer service team to help resolve this matter.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were charged for 15-4ft fence panel @ $213 each but was only installed 13-4ft fence panel. Now I was given a 5% discount for paying cash. In which will bring the panels to $206 each. Fence Outlet owe me 2 panels and refuse to reimburse me for the 2nd panel. In addition, we purchased a sprinkler insurance in the event they mess up my sprinklers. Fence Outlet were supposed to come by the house 1 week after the fence was installed to inspect my sprinklers and see if any damages were done and no one came by the house. I recently come to find out they pinched my sprinkler heads because they placed the fence right on top of the sprinklers and had to pay someone to relocate and replace the sprinkler heads. Fence Outlet only wants to pay half of my sprinklers repairs. I tried resolving the issue with this company and refuses to pay in full what they truly owe back to me. I've attached the itemized receipt of Fence outlet and my sprinkler repairs. They are supposed to pay $412 for my 2 panels and $240 for my sprinklers repairs making a total of $652. Fence Outlet only paid around $250 for the panel and nothing for my repairs but recently they are offering to only pay half of my sprinklers repairs. I don't think so!!!!! I want every penny due back to me. Because if I don't that's considered stealing.

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2022/01/17) */ Yarilynn, We sincerely and wholeheartedly disagree with your review and conclusion that Fence Outlet is stealing from you. We did issue a refund to you for the materials that were not used. After receiving that refund, you contacted our Customer Service manger to question the amount of the refund. We then sent out a Quality Assurance manger to your property to verify the material that was installed to ensure you were refunded correctly. We did find that an additional refund was needed and the refund was adjusted accordingly. You now did receive a full refund for the two panels that were not used. We never refused to provide that refund. We apologize for any miscommunication regarding the refund amount. After an installation, the installers will walk the job with the homeowner as a final walk through. It then becomes the homeowner's responsibility to inform us if there are any issues with the install. You did purchase the Sprinkler Assurance plan, which covers the cost of any repairs to your sprinklers within the first 30 days of installation. However, it does not cover the relocation of your sprinklers almost a year later. As a courtesy, we did offer to cover half of the expense and issued a refund to you. Fence Outlet has done everything we can to rectify the situation for you and reach a reasonable solution.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On or about Sept. 29 - Oct. 1st 2021, my next door neighbor had a fence installed by Fence Outlet. During the installation the Fence Outlet employee was discovered trespassing my property, using my water hose to clean out one of his barrel and tools in my yard. When approached the employee stated he did not know English and simply ignored my wife's request to leave our property. Minuets later she observed the employee dumping barrels of excess dirt and gravel at the end of my yard completely destroying my landscaping and leaving a huge mess. I immediately called Fence Outlet to complain, and was promised by customer service manager Christina V***** that someone would reach out from the Orlando office to resolve the problem. However, no one ever reached out and the barrels of dirt and rocks still remain on my destroyed landscaping. Attached are pictures of the actual dumping as well as pictures of how my property looked before it was damaged.

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/10/15) */ We are sorry to hear about your experience with your neighbor's fence installation. We make every reasonable effort to prevent damage to any property during an installation. Thank you for working with our Customer Service manager to resolve this matter. She has scheduled a crew to come out to your property on Tuesday, 10/19 to address any issues. Please contact our Customer Service manager if you should need anything else,************** Consumer Response /* (3000, 7, 2021/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Property was not fixed to original layoyt Business Response /* (4000, 9, 2021/10/27) */ Our service technician went out to your property on 10/19, as we discussed. The service tech located your property line and noticed that the area in question is in fact two feet off your property. Despite this he did still add grass plugs to that area, these will grow over time and fill in. We have pictures of the before and after to show the area was filled in. We have completed the service as we discussed. If you would like to discuss this further, please call our Customer Service manager, *************

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