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:10/24/2022

  Type:Service or Repair 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 purchased a fence from python fence over a year ago and had problems with them then the fence was damaged during hurricane ******** originally contacted **** at Python fence for a quote to get it fix he gave quote but since I've gotten a new neighbor I asked did he want to go half with getting fence fixed as I was showing neighbor contract of original price we both noticed that it was a lifetime warranty for workmanship I contacted them back and it took them longer to contact me back since I mentioned workmanship warranty than they did as I was originally gonna pay finally when contacted back secretary got smart with me and I defended myself she had her husband call and threaten me so I found compay online 2 guys and a hammer they gave me quote of half the ******************* gave me when they came out to fix we started to talk because they were saying fence wasn't done correctly and asked how long fence was up I told them and they asked about workmanship warranty I told them yes it was and 2 guys and a hammer refunded my money saying I should contact you all to have this issue resolved

  

  Business Response

  Date: 11/14/2022

   Response to Complaint. As shown on attached document the back of contract state's that Python Fence is not liable and Does not cover under the warranty terms for repair of damage to installed fence due to storm damage done by a hurricane. Or any other acts of mother nature. 

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair 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.

  ****, the owner of Python Fence, has refused to abide by our contract, to install a fence on our property for $4,776. We paid a sizable deposit ($2,400). The remaining $2,376 was due upon job completion. On ****, two Python Fence employees arrived at 9:32 am. They were on our property for less than 3 hours. In that time, they strung two lines, dug 10 holes, took several breaks, made a few phone calls, & installed ten 6' posts. They said they couldn't install the 6' side yard fence panels because they were on the bottom of the truck's load of materials. The workers said they didn't have the 4' backyard fence materials with them. This is the reason they gave for not being able to complete the fence in one day (materials unavailable). The 2 workers left at 12:28 pm (2 hours & 56 minutes after arriving). Times were recorded by our cameras. That day, we received an email from Python Fence, informing us that our soil was too hard to dig & they planned to charge an additional $375 for a machine to dig the holes. Our soil is average soil. There are no roots or rocks that impede the successful use of a posthole digger, as their crew demonstrated by digging nearly half the holes needed for our project in the little time they were on our property. We called & explained that they had no cause to charge more for the project. **** came out on ****. **** walked around & kicked a rock but made no attempt to dig a hole to test the soil. My husband offered to dig the holes himself. **** said no. **** said he would not finish the job unless we paid the remaining $2,376 up front prior to job completion PLUS $375. My husband did not agree to this. Per contract final payment is due upon completion. When my husband drove away, **** removed all posts that had been installed (recorded on cameras). **** has refused to honor our contract/complete our project. We expect a full refund of our $2,400 deposit, as Python Fence is the party refusing to abide by our contract.

  

  Business Response

  Date: 10/04/2022

  ----- Forwarded Message -----
  From: *********************** <********************************>
  To: ********************************* <*******************>
  Sent: Monday, September 5, 2022 at 08:06:26 PM EDT
  Subject: Not accepting contract terms
  
  ********************************* and ***********************,
  
  Today on August 30th 2022,It is my Understanding that ********************************* and *********************** has refused to abide by the details of contract that is clearly written under (Underground conditions)this is a breach of contract by ********************************* and ***********************,When shown that ground consisted of rocks and chunks of concrete and crushed shell. Both ********************************* and *********************** denied that this was considered hard digging and replied as stated below there are no rocks or roots in the soil just sand. This is obviously not true. Ground that was removed (Shown in attached pictures) definitely  shows that there is layers of gray concrete, rocks and crushed shell. This is Proof of what is classified as hard dig.  Normal dig consists of normal fill dirt that does not require the manual use of heavy steel bar or machinery to brake ground free of debris. With Python Fence experience in this matter it does require the use of a digging machine. *************************** even made the statement to crew members and mentioned(quote hard digging and that the pool company had same issue and dug up fossils)Both ********************************* and *********************** refused to abide by contract (breach of contract) and pay any additional fee or fees for tool rental or hard dig charge per hole to complete install due to underground conditions. Also *********************** was made aware when crew dug holes on the left side of property for 6ft high vinyl fence(which where not as difficult but still difficult) due to pool company had already previously dug in that area along fence line and buried a 2inch pipe by mistake and left pipe still buried inground for pool.  *********************** stated that he was aware of this but never alerted us to this upcoming issue. At that time crew member was on phone with Python Fence about the now pipe issue and with speaker phone on *********************** was made aware of additional charge per hole or rental of auger machine for remaining holes for install of fence. *********************** gave no response back at that time on how to proceed with install.
  
  Python Fence at the time of install August 29, 2022. Tried multiple times to contact Homeowner, owners that afternoon with provided contact number (have call logs) about the described issue with no response back from ********************************* and *********************** to resolve above stated issue on how or when to proceed. This now caused a delay on install. **** as ********************************* and *********************** stated made a few phone calls these calls where to Python Fence about the described ground conditions.About the needed breaks taken. As known in ******* during summer months heat index is above 100 degrees during summer months and frequent breaks are needed to prevent heat exhaustion. Yes, material was loaded by accident (humans do make mistakes) with other scheduled jobs on top of needed supplies and the 4ft high picket material was being delivered that day for pickup as *********************** was notified. This was not the reason for delay on install or ever stated by Python Fence would be completed in one day. Under normal ground condition and no bad weather it is possible but was never guaranteed at any time. Job was delayed from no communication back on how ********************************* and *********************** wanted to proceed with issues with Ground conditions. Python Fence could not proceed with install and crew left until further notice due to no response back. Much later in the day toward evening, ********************************* and *********************** finally contacted back Python Fence and not in a nice way said that they will not pay any more additional money to proceed. This is not honoring contract agreement.This stated by ********************************* and *********************** is cancelation by ********************************* and ***********************. Due to this statement by ********************************* and *********************** At This time, is grounds for and could or will cancel install by Python Fence until terms can be agreed on for remaining install for ********************************* and *********************** due to not abiding by contract on the terms of underground conditions. Conversation by ********************************* and *********************** became very unacceptable and stressful for Python fence. Call had to be ended with ********************************* and *********************** and where made aware that **** would come by to check on the issue the following day before ending call.
  
  The following day Python Fence came by and determined that indeed ground was considered not normal due to underground conditions and due to exposed  material from hole and provided pictures there was no need to dig another hole to show that ground was anything but average soil as stated by *********************************. *********************** even when shown still would not accept terms stated on contract for underground conditions for additional charges.
  Due to Python Fence past experience with customers like this that will not accept the terms of contract or abide by them and then when customer agrees to just get us to finish install refuse to pay for remaining balance and any additional fees. This is no longer acceptable or ever was by Python Fence. Yes, final payment does state due upon completion.This is under normal circumstances but under these circumstances made by ********************************* and ***********************, Python Fence has no chose but to ask for final payment before install can be completed this is to protect and is in the best interest of Python Fence.
  
  When terms where advised to *********************** he would not accept terms of underground condition charge or final payment. *********************** then (Quote) said what would it take for Python Fence to leave my property. At this time from ************************* statement that he gave is cancellation of install by *********************** and a (breach of contract) not Python Fence. Python Fence stated back that material installed will have to be removed by Python Fence. *********************** (quote) stated back that he would pull up the post and leave them by the road. This again shows that *********************** has cancelled install not Python Fence. This is not acceptable due to theft reasons and material as stated on contract is that all material shall remain property of Python Fence until payments are fully paid. *********************** was informed that Python Fence would be back to remove material that was installed. Python Fence then determined that there was enough allotted time to remove installed material that day but was not able to remove aluminum inserts due to ground conditions and set concrete on bottom. If customer would like to remove them that will be fine or wants Python Fence to remove them that is fine also.

  Customer Answer

  Date: 10/09/2022

   
  Complaint: 17895872
  
  I am rejecting this response because: 

  Below is the response that we have already sent to Python Fence,outlining why we do not agree with their response. They are charging us fraudulent fees that are not at all described in the contract we had with their company. As outlined below, they are charging us $1,758 for less than 3 hours of documented work on our property: digging 10 holes in our backyard, leaving two aluminum inserts, and leaving concrete debris in each hole that had to be removed when we installed our fence. Their fraudulent charges allowed them to maintain the same profit level they would have earned had they actually installed the entire fence (The contract amount was $4,776.According to ***** email, material costs were $3,000. This leaves $1,776 as contracted labor amount for installing the fence). As Python Fence LLC and *********************** refused to install the fence, we do not owe the company labor fees for installing our fence.

  
  Below is the e-mail we sent to Python Fence LLC on 9-11-2022:
  From: *********************************
  Sent: Sunday, September 11, 2022 1:46 PM
  To: ***********************
  Cc: *******************
  Subject: Re: Not accepting contract terms 

  
  ***********************/ Python Fence LLC,
  

  In your email, you made a number of false claims regarding things that we said. Your claim that my husband was made aware of additional fees while your workers were here is untrue. He spoke with your workers as they were leaving asking why they were leaving, and they told him it was because they did not have the materials to do the job. At no time did your workers have a conversation with my husband regarding the need for additional money to rent digging equipment. Your attempt to quote my husbands comments to your workers regarding our pool dig are untrue and irrelevant. Your statement that my husband was aware that the pool company left a pipe under the ground was also untrue. When your workers made him aware of it, my husband offered to remove it at that time, but your workers said they would do it. Your claim that we did not respond back to you on August ********************************************************************************* response to your email. The email you sent on August 29 was the first indication we had that your company was attempting to upcharge us. Your claim that my email said, there are no rocks or roots in the soil just sand, is untrue. My words read, There are no roots or rocks that impede the successful use of a posthole digger, as your crew demonstrated by digging nearly half the holes needed for our project in the little time they were on our property.
  We entered into a contract with Python Fence LLC in good faith, we agreed to pay $4,776 for the installation of our fence. ($2,400 down as a deposit for materials and $2,376 due upon completion of the job). This cost included materials and labor. We were advised that the process may take one to two days. We fully intended to abide by the contract and at no time canceled the contract that we originally agreed to. At the time that we received the email regarding the request for the additional $375 to rent equipment for the job, we did not agree that the equipment was necessary (as evidenced by the workers being able to dig about half the holes in the little time they were on our property). The contract language regarding underground conditions reads as follows: Underground Conditions: Customer is solely responsible for all underground obstructions, including without limitation sprinkler lines and utility lines. Python Fence LLC reserves the right to pass onto the Customer any additional actual costs it incurs if unusual or unanticipated ground conditions such as rock formations or other underground obstructions impede the installation contemplated under this contract. Python Fence did not incur any additional actual costs while digging the holes in our yard. Nor did they encounter bedrock or other large rock formations prevent the digging of holes without the use of additional rented machinery. It was not unreasonable, nor a breach of contract,for us to question the need for $375 worth of digging equipment to complete the job, since the digging of the first ten holes did not result in the discovery of rock formations or obstructions that impeded installation. When we called to discuss the mater and were told that the crew had been on our job site for hours, and hours, and hours trying to dig the holes, this was clearly a misunderstanding, as it was not true (as witnessed by my husband and time stamped by our security cameras). It was not unreasonable, nor a breach of contract, to believe that a mistake had been made on Python Fences part. It was not unreasonable, nor a breach of contract, to request that the owner of the company, ***********************, come to the site and clear up the misunderstanding. We were sure that when **** came out the misunderstanding would be cleared up and we would be able to come to a reasonable agreement and move forward with the project. We did not expect that **** would attempt to collect all moneys up front. We also did not expect that **** would make insulting comments about us being the type of people who do not pay their bills. At the point when **** made it clear to my husband that he had no intention of completing the job unless we paid an additional $2,751 up front (this would have made our total financial risk to Python Fence LLC $5,551), my husband did ask **** to leave our property because my husband was leaving the premises and needed time to discuss the situation with me. As my husband walked away to get in his truck, **** said he needed us to text him with our decision. After my husband drove away, **** returned to our property and took installed fencing materials from our property (as evidenced by cameras). That day, I emailed Python Fence LLC letting them know that we understood ***** words and actions to indicate that Python Fence LLC was cancelling our contract. The company did not refute this nor respond to this at the time. After six days I sent a follow up email requesting they respond regarding the matter. While they typed Today on August 30th 2022, as the first line of their response, they did not actually send the response to use until September 5, 2022 at 8:06 PM.
  

  The email sent by *********************** on September 5 listed a series of fraudulent charges (totaling $1,758) in order to maintain the same profit they would have earned had they actually installed the fence. The contract amount was $4,776. According to ***** email, material costs were $3,000. This leaves $1,776 as contracted labor amount for installing the fence. As Python Fence LLC and *********************** refused to install the fence,we do not owe the company labor fees for installing our fence.
  

  The contract language regarding contract cancellations reads: If the work is delayed or canceled by Customer once the crew has delivered the fencing material, Python Fence LLC will charge Customer $20.00 per man hour for the time actually worked by its employees or subcontractors. Plus a $150 delay/cancellation charge.Your attempt to double charge us two $150 delay/cancellation charges ($300) is fraudulent, as we neither delayed nor cancelled the project. Per your own admission, your workers came to the job site without the necessary materials to complete the job. The fact that they did not have access to the 6 foot fence panels and your company had not even received delivery of our 4 foot fencing materials, indicates that your workers arrived on our job site intending to only install the 10 fence posts. Per your own admission, the next day when you came out to our property you changed your terms saying you would not complete the job unless we paid an additional $2,751 up front. This change in terms did not give us the opportunity to cancel the contract, as *********************** and the Python Fence company were the party refusing to accept the terms of the contract.
  

  Regarding your attempt to charge an additional $50 per hole dug in addition to your $118 hourly labor charge,seven of the ten holes were not as difficult, by your own admission.Regardless of the subjective difficulty level of the task, the contract for canceled policies says $20 per hour for labor provided. The contract does not leave room for random fees being assigned for subjective difficulty. It is a per hour fee, making your upcharge of $500 fraudulent.
  Your attempt to charge $130 for crew man hours for material handling and drive time is fraudulent, as materials for our project were never pulled and our contract does not provide compensation for drive time (especially considering you drove here without materials needed to do the job).
  The restocking materials fee at 15% is fraudulent, as (per your own admission) you had not received delivery of most of our materials at the time you cancelled our contract. Additionally, we have no proof that Python Fence LLC ordered materials for our job, and given their behavior regarding our job we suspect that materials may not have actually been purchased. Can you provide dated receipts that Python Fence LLC ordered our materials and actually incurred a restocking fee?
  Given all of the fraudulent charges mentioned above, your attempt to charge $50 office fees for 2 hours and 30 minutes set up and install and communication and $40 for the owners 2 hours set up for install fee are likely inflated. Do you maintain records of hours worked on each project or are these times estimations?

  Since *********************** of Python Fence LLC terminated his contract with us by changing payment terms (attempting to force us to pay in full), refusing to complete the job, and removing installed materials from our property, we do not feel that we should incur any financial lose. We do not accept the fraudulent costs being imposed upon us,nor that the $642 refund (mailed to us on September 6) is at all fare or reasonable. In an attempt to be reasonable, we agree to pay for the two aluminum inserts that are still on our property ($120), the crew man hours for actual work done on our property ($20 per hour for two men here 2 hours and 56 minutes = $117.33), and the concrete used that day (6 bags were used at $5 each quoted from ********** = $30). This is a total of $267.33. Our deposit was $2,400, less the $267.33, and less the $642 refund check, you still owe us a refund of $1,490.67.
  I have already filed a complaint with the BBB regarding your companys actions. I will reach out to additional consumer protection agencies and the legal system if it becomes necessary.
  
  Sincerely,
  
  *****************************