ComplaintsforFence Outlet of Oviedo, Inc.

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Horrible communication between Mark, Ashley and Eugenia. Originally had an installation date for 11/17 between 9a-12pm. I was not informed until 10:45am that they were 2-3 days behind due to the weather. Was rescheduled for Saturday 11/18 between 9a-12pm. At 12:01pm I had to call Eugenia because no one had arrived. She stated they were running late. I did not get a call. Completely unprofessional when they had already rescheduled me and then were late with no phone call. They arrived at 1pm. My backyard fence had so many gaps underneath that my dog could escape, which I had no gaps with the fence prior. My yard is a disaster of dirt. All my grass my torn apart. I had to cover all the gaps with dirt myself when I was told they could not lower the fence due to the massive gate. Then the front yard fence was completely the wrong size. They city specifically stated it was to not surpass the concrete wall. The installer said it was a vendor issue and I proceeded to tel him that it will not pass city inspection because I was specifically told it can not be higher than the wall due to code enforcement being changed. A special custom piece that was supposed to be ordered by mark never arrived. The front gate was installed backwards from what the original contract stated. The door was supposed to open from left to right as it was asked on the contract and mark stated that would be done. It was installed right to left opening. Then the fence installer had mentioned Eugenia stated that I was supposed to remove 1 feet of dirt from the front fence, which was not communicated to us nor was it on the contract. All in all this was a horrible unprofessional experience and I do not think it will pass inspection from the city.

  Business response

  11/20/2023

  We apologize for your recent experience. Thank you for working with our General Manager of the Oviedo location to come up with a resolution. Our manager and service technicians will be out to your property on 11/21 to address any installation issues. If you would like to discuss this matter further, please call our Customer Service manager, 407-203-0533. 

  Customer response

  11/21/2023

  
  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.

  I met with the general manager today and they are coming tomorrow to fix the issues. It is in the process of being resolved with the company. 
  
  

  ****** ********

  
  
  Sincerely,
  
  ****** ********

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