ComplaintsforMossy Oak Fence

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I contacted several fence companies to have a 6-foot white vinyl fence erected to contain our cats. Mossy Oak had the lowest price and I liked their **** ************************** They did a beautiful job, but there were several issues after the installation. They removed the survey marker from the hole and left it lying on the ground. The second issue was they left several holes in the yard and did not fill them back in. The third issue was a gap in the fencing on the side of one of the gates. It was wide enough for our cats to slip through. Right after the installation, I contacted ******************* to advise him, of these issues. He told me he would inform the office. Several weeks passed and I heard nothing from the company. I called ****, the installation manager twice. She never called me back. One day a fence tech showed up. We had trouble understanding him because he did not speak English well. He told my brother that the fence installers did not remove the survey pipe from the ground., He put it back in the hole but had no knowledge of my other two issues, so he left, I have not heard back from the fence company to date.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Have emailed and called the company on multiple occasions to help with issues with my fence installation and have not heard back. The y offer a lifetime warranty on the work done and its been less then 2 months with no word from them. They seemingly go out of their way to avoid issues that could potentially cost them money by having installers that do a poor job. They have caused more issues at my property installing the fence that could have easily been avoided (cut drainage and sprinkler lines, misplacement of fence, etc...) if the installation team just notified when these issues occurred. I do not trust that this company would ever help in the event of my fence being damaged by anything they cover with their warranty (Ex: hurricanes). Ive been trying to get these issues resolved for months with no tracking and just getting the run around constantly. Any help would be greatly appreciated.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Mainly, job is incomplete and company is trying to charge for complete job. There are not returning my calls. The workers tried to get me to sign something that it was completed when it was not, and I did not sign but indicated this on the paper. They sold me on fencing with four rails, yet came with only three and only changed once I brought it to their attention.

  Business response

  08/04/2023

  We took care of our client and she is very happy with the results!

  Customer response

  09/14/2023

  The job was finally finished and it is satisfactory yes. I agree with that.  Their business practices are unethical and they did not do what we contracted for without my consistent intervention. Buyer beware.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying to retrieve our initial deposit ($9,326.00) for a month. Orange Co. Building Department requested a letter from *** ********* of HOA regarding easement. The *** ********* of HOA declined our fence application for a white vinyl fence and the cost of the alternative was greater than what we could afford. I contacted our estimator (Shaun L***) on several different occassions requesting return of deposit and he assured me he arranged w/office the return of deposit. To date, nothing returned and am trying to dispute with ***** ***** Bank.

  Business response

  07/05/2023

  Credit Memo was Issued, and check was mailed.

  Customer response

  07/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  05/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed a contract to have a fence installed. Contract states fence will be lifted 2 inches from ground and 6 ft high two custom built arch gates one is a single one is a double. I gave them half down deposit 6409.00 with balance remaining of 6409.00. They installed the fence and gates, gates were uneven and fence is sitting on the ground. The fence height for all panels but two are between 4 and 6 inches from being 6ft high. I spoke to the installers who did not speak English. They called there supervisor Eddy who translated over the phone I explained what was going on and that he needs to come to the job site due to all the issues. He said the would have to send another crew out the following Mon. The other crew came out and fixed the single gate, but was unable to make the double gate match. Eddy again was called and he said again would have send another crew out the next Mon. Another crew comes out and fixes the double gate and when asked about self closing hardware due to pool code they said the didn't know anything about it. This crew made it right and went to home depot bought self close hardware and installed. After they left we noticed the gate hinges were installed different from each other not matching. Mossy Oak was contacted again about the issue and Eddy called back left message for me to call. I tried several times to call only to get a message saying unavailable can't leave a message mail box is full. I texted them all info and that the supervisor Eddy has still not shown up about the issues. To this day nobody has contacted me back or shown back up to the job site. Contract was signed on 3/17/23 and now we are in mid May with this still not completed. The installers put the permit on the fence as if this is completed. This is not completed to the contract and will not be inspected until we reach a resolution either fix to contract specs or forfeit remaining balance and give me a paid in full and I'll use the money to fix what needs done.

  Business response

  05/23/2023

  Mossy Oak has been in contact with our client, and a site visit was scheduled with our Manager.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After doing a lot of research, I chose Mossy Oak Fence to replace my existing wood fence with a new vinyl fence. The cost was $10,000. I expected, and rightly so, that it would be a quality product that price. However, now whenever we get a little higher than normal winds, the fence comes completely apart to where the slats in the panels go flying into multiple neighbors yards. I have sent them pictures, left many messages that go unreturned, sent my story to the Action 9 Reporter & can't get any help. Every level of employee at Mossy that I've spoken to has been useless! They won't even send anyone out to just LOOK at the problem. I believe the slats were cut too short to begin with, so they don't sit down in the header/footers deep enough. It could also be that the header/footers weren't cut long enough to prevent them from popping out of place & sending many slats airborne. These slats are DANGEROUS PROJECTILES that could very easily hurt or kill someone!!! They would easily fly through a window! Mossy *** says they are designed to come apart like this!!!! So who gets sued when someone gets hurt or killed, me or Mossy? That's rhetorical of course, but how can that be an approved design that creates projectiles in Central ******* given our hurricane codes???? I'd like the *********************** replaced by ones longer in length or somehow actually secured!!! These pictures are from early September. The one that shows just one panel effected are from last night.

  Business response

  12/14/2022

  We understand that our client may be frustrated, but the fence slats are meant in higher winds to come out and fall flat to the ground. All fence companies install them the same way throughout other states and in ******* . If a particular area continues to come undone, then the way the wind is flowing through the topography of the property may need to be addressed separately, that is not the workmanship of the fence. We can place some screws in a few places to help. We will be in contact with the client and set up a site visit.

• Initial Complaint

  10/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  DATE OF TRANSACTION: 09/01/2022 Fence installed: 9/16/2022 AMOUNT PAID FOR SERVICE: $3871 WHAT BUSINESS COMMITTED TO: Fence vinyl privacy virgin vinyl white 6 feet in height 80' footage All posts 5" x 5" Rails/runners 1.5" x 5.5" Pickets 7/8" x 6" Posts set in wet concrete Lifetime workmanship warranty NATURE OF DISPUTE: After fence was installed, storm Ian came within one week of installation. Two sections of slats came out and those posts were not set as firmly as the others. I asked Mossy Oak to come and look as the fence had not been inspected yet. They stated that they did not cover storm damage and that the posts are supposed to be flexible. Also the height of the fence is not what we contracted to. It is uniformly 6 feet in height. WHETHER OR NOT BUSINESS TRIED TO RESOLVE PROBLEM: I have sent several emails regarding two posts not set as other posts were set and thus slats came out. They stated they did not cover storm damage, although fence had not been inspected yet. Wanted to charge a fee to come and "fix" damage, although we were able to install slats but again both posts are still not set as firmly as the other posts. I also stated that the inspection had not been done yet. They said they would hold the inspection until someone came out. When we put the slats back in, we asked to reinstate the inspection (as they never came out). Mossy Oak did not reinstate the inspection, so we did that on 10/27/22 and inspector came out on 10/28/22 and stated he would fail the inspection due to a missing "inspection card". My husband told the inspector that the plastic bag that Mossy Oak personnel attached to the fence a couple days after "completion" had not been removed by us and contained only a pink sheet reading DO NOT REMOVE and the Notice of Commencement. The county inspector also stated that the fence height was not per contract. I had sent another email with complaints of the above to Mossy Oak 10/26/22 and have not heard back

  Business response

  12/19/2022

  Business Response /* (1000, 8, 2022/11/18) */ We have been in contact with the client, and a site visit is scheduled.

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Consistent issues as other complaints against company. Was told the materials were in stick and installation would be quick, not true. After numerous phone calls and emails, most of which went unanswered, they partially installed the fence with numerous problems. Installers didn't know how to install hardware and chopped up pieces to make fit. Have had to call and email numerous more times with sending pictures of shotty work, where they finally sent someone out who just attempted to plug holes with screws instead of fixing it properly. Installed gate latch upside down after coming back from not installing it properly. Downrod to secure gate installed completely wrong and damaged during installation. Gate sits about 8 inches above the ground because installers measured wrong. Company did not assess property line correctly which resulted in them having to cut fencing to go around trees. Still waiting for fence and gate to be completed. Majority of emails and phone calls go unanswered. Worst customer service we've ever experienced.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had Mossy Oak Fence come out to give us a quote on an aluminum fence. Once we received the quote we were given a form from the salesman that released them from any responsibility for damaging the sprinkler system. before my husband signed it, he questioned this as we would have no recourse if damage was done. the salesman told my husband that they would take every precaution to avoid the sprinkler heads so this was just a formality. Since they would refuse to do the work if it wasn't signed, my husband signed it and we paid half the cost of the installation. The day that the fence was installed Mossy Oak called and left a message stating the crew had accidentally damaged one of the sparkler heads. I called the next day after I received an overdue invoice from them. I explained that I was not going to pay until I received more information on the damage and had a chance to check the rest of the property. I was told by Jade that it didn't matter because we signed the paper and they weren't responsible for any repairs. To avoid any extra charges we paid the remaining balance. Upon hiring a sprinkler repair company to check our system, they found that they had damaged a total of four sprinkler heads, but had also poured concrete that leaked into the lines in two separate locations. We ended up having to repair all four heads, the lines had to be replaced, and they had to move one of the lines and sprinkler heads because it was outside the fence. When my husband contacted them to let them know what happened, they said it wasn't their responsibility because we had signed the paper. The total lack of professionalism was astounding. All the crew had to do was turn on the sprinkler system and mark where the heads were before starting the work. it seems like common sense, but apparently they just came in and started working without even taking any precautions. In the end the fence ended up costing much more because we had to pay for all the repairs!

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/01/13) */ I completely understand the client's frustration, but unfortunately there are instances that sprinkler heads are installed incorrectly off their property, by the Builder. So, when a fence is installed correctly on the property, the sprinkler heads are now located on the other side of the fence. If we installed off the property to accommodate the sprinklers, the inspection would fail, nor would the neighbor allow us to do so on their property. In addition, we cannot see any underground pipes such as the sprinkler lines. The heads are clearly visible above ground, but the lines are not necessarily directly under them. We are super careful as to not hit these lines and because we hand dig the holes without machinery it gives us a better chance of missing them. The verbiage of our sprinkler agreement is on the front of our contract, on the back of our contract and we also have an addendum that the homeowner has to sign to let them know in advance that we are not irrigation specialist, and we cannot be held responsible if we cannot see them. EVERY fence contractor has the same stipulations on their contracts and is customary in our industry. We wanted to be transparent about our conditions with no surprises and that's why we have them sign 3 different places. It does happen sometimes where we do hit the lines and it is not done intentionally. Consumer Response /* (3000, 7, 2022/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately this response is exactly what I would expect from this company. It is very easy to finger point and blame the builders and irrigation specialists for poor installation of our sprinkler system. The problem with that excuse is that if it were improperly installed, it never would have passed the initial inspection. Furthermore, your sales person ensured my husband that every effort would be made to avoid any damage to our sprinkler system. If it had been just one head, I could certainly understand. However, this impacted several heads and the lines that were all in a straight line. This shows a complete lack of care. As I said before, there was a very simple way in which this could have been avoided. It takes less than two minutes to turn on the sprinkler system and mark off where the heads are before the work begins. A reputable company would have taken these precautions. Seeing that the lines need to connect to the sprinkler heads, it doesn't take a rocket scientist to figure out where the lines are. especially since it was in a straight line. It is obvious that this Company would prefer to hide behind a blanket statement relieving them of any accountability. This allows them to do a poor job and walk away unharmed. I feel it is important that the public understand the risks they are taking if they chose to use this company for a fence installation. The price may be a lot higher than the quote because they do not take the necessary precautions to do the job right. It is more important for them to get in and get out. LET THE BUYER BEWARE! Business Response /* (4000, 9, 2022/01/17) */ It is standard language on ALL fence contracts not only ours that we take no liability in locating the sprinkler lines. One can usually see the heads but the pipes do not always run parallel and unfortunately it is not our expertise. We do take precautions when digging but cannot see underground and therefore a pipe or pipes may be damaged while installing the fence. Feel free to contact any reputable fence company and they will tell you the same thing.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hired Mossy Oak on behalf of our association several months ago to install a PVC louvered fence. Fence was installed a few months ago and after just a few weeks one of the slats fell out. We contacted them to come and fix and it's now been two months and still no repair or response from them. About that same time we hired them for another job to extend the fence that they already installed. We had some security issues of people entering the property and stealing/vandalizing so it was important to get this done as soon as possible. Our salesman Chris L**** said they were at a five week lead time for installations but since it was a small job, and considering the safety issues we were having, he would get it done as soon as possible. It's now been two months and our fence has still not been installed. We've been contacting them for several weeks now to get a date for the install and repair. Jade from their install dept keeps telling us "this week it'll definitely get done", but the week ends and still no install and no communication from them. Last thing we were told was that Marlin the manager would call us, but he never did. Now when we call nobody answers the phone, so we leave messages, but they never get returned. It's been a very frustrating process dealing with this company. We just want our fence fixed and the fence that we already paid a 50% deposit on installed. If they can't do the installation, they should just tell us and give us our deposit back so we can hire another company. And, of course, send someone to fix the fence they already installed.

  Business response

  01/28/2022

  Business Response /* (1000, 8, 2022/01/07) */ Although we aim to please every client, it is not always possible. Some things are out of our control with materials and that can cause delays in projects beyond our normal current lead time. We performed a free estimate appointment for this client on 9/24/2021. A month later we received a check in the mail from this client on 10/25/2021. We also received a proposal with that check that was not signed, and other documents that are required were also not received yet. We reached out to the client to let them know that we were missing these things and would move the job forward when they were received. These documents were presented to a Mossy Officer on 11/1/2021 to execute the contract and move it forward. This is the point that a lead time can start. The file went through our normal internal processes that take about a week, and then locates were called in. There were no permitting services to be performed for this job. All that was needed were the materials. It is at this point that materials can be pulled if in stock, and then an install date can be created with the client. Usually, we can offer installation dates within a week or less of that date, and our current normal lead time can be accomplished! If materials are not in stock, then they must be ordered. The materials that we had in stock did not match the color of our clients fence, so we needed to order and wait for those materials to arrive. We have no control on when we will receive these materials and can't guarantee any timeline. If any project requires materials to be "special ordered", the current normal lead time can't apply. At best we can suggest that we hope to have them by a particular date and that we will call when they come in. We are at the mercy of the manufacturer at that point. Our clients fencing project was installed on 12/23/2021, for a total of 7 weeks lead time. Considering we had to special order materials, we are quite proud of this lead time! Hopefully the client is happy with their fence.

*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. ↩