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:07/22/2024

  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 called this company to have them come out and give me a quote to enclose and fence in my backyard. ***** came out did some measurements and emailed me a quote with a price of over $6000 which seemed in line with what my neighbor paid them for her fence. I waited almost 2 months and had it rescheduled many times before they actually were able to do the job after waiting they completed two sides of the fence and left the side that connected with my neighbors. Im finished with no panels assuming they were going to be back to finish the rest. I waited over the weekend before I spoke with ***** again . He ended up calling me and asking me how everything went? I told him I was still waiting for them to come and finish the other side of the fence and she said that she would need to look into it. She called me back, telling me that that was all he quoted me for and that I would be sharing my neighbors fence line, which was exactly the opposite of what I spoke to him about, or even would consider, I never spoke to him about wanting to do that. I actually was very adamant about wanting my own and not sharing as I have two small children under two years old and plan on getting small dogs. When speaking with ***** and telling him how I felt taken advantage of and hoping would rectify the problem or it would end up in litigation he stated it was my word against his and I signed estimate but the estimate was written in linear footage and I didnt measure thats why I called ***** and his company out. I feel this is a scam they do half the work and then expect you to pay more to get what you originally wanted. Buyer beware with this company. I just want them to enclose my yard the proper way and Im happy to pay the last payment but this is unfair to the consumer I dont have the tools or ability to measure my backyard and compare notes to his I expected to be treated fairly.

  Business Response

  Date: 07/29/2024

  This customer contracted with us to enclose his backyard with an aluminum fence of which we completed.  When completed, he complained that he asked for a line of fence to be installed along an already existing line of fence that we installed for his neighbor and claimed he did not want to share his fence line with the neighbor.  We responded that is not what we contracted for, but would be happy to install another line of fence despite it being redundant.  He said he would not pay our balance nor would he pay for any additional fence and claimed we tricked him.  We provided full documentation of the layout of the fence we were installing, the total lineal feet of fence, number of gates, and the cost for all of it well in advance.  He used that same documentation to submit to his HOA for approval, of which they approved, and we used that same documentation for his permit, which was also approved.  Every single layout showed the exact same plan utilizing the shared line, not installing a new fence along the exact same line.  Regardless, we were happy to install more fence if he wished, however his entire attitude was to accuse us of lying, immediately libel us on written online reviews, and refuse payment until we added more fence.  When our owner came by to visit him to resolve the issue, the first thing he said was "do you guys make a habit of stealing from your customers and lying?"  *********** owner then stated that we are professionals and only work with people who act professionals.  *********** owner then asked if he reviewed the drawings that he received and used to apply for his HOA approval, and the customer stated he never received any drawings.  *********** owner showed him the drawings he received, acknowledged, and used for his HOA approvals.  At that point the customer grew extremely combative and said that he wasn't going to argue over details or semantics and that the customer is always right, but unprofessionally screamed at our owner to leave his property.  As our owner left, the customer said that he would pay the balance as soon as we picked up the extra materials which we did the next morning less than 12 hours later.  However, this customer still did not pay his balance and continued to accrue late fees as a result.  He finally did pay his balance with late fees as this project was and always has been installed as per contracted plans and the customer is just upset that he was unable to get additional fence at no cost.  All documentation supporting this is attached. 

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22024626
  
  I am rejecting this response because:

  The simple truth is when I met with the owners son I was very specific about not wanting to share a fence line. I am guilty of being trusting and not going out and measuring the fence line myself as I dont have the tools and expected them to bid the job appropriately. The owner had an attitude when he arrived to my property and when I began telling him my side of the story he ***lied thats not what happened.. to which I ***lied do you make a habit of accusing your customers of lying? I am in sales and the customer is always right in my book. He then proceeded to try and make it seem like I had a reason to lie and asked me if I had seen the drawing his company sent to which I honestly ***lied I had not because I forwarded the email to my wife and had her submit the drawing which turned out to actually be my survey that I sent their company. The owner pointed it out to me on his phone and then pulled a printed copy out. He tried to point out the red line drawn over a black line that was barely legible to my naked eye (not to mention I am color blind) . At that point I did get upset with the owner because it was like a gotcha moment for him. I am ************ veteran and pride myself on honesty and integrity and have no reason to lie. After realizing it came down to a verbal conversation with his son that wasnt listening to the customer request and the fact that I didnt verify every single little detail of what I asked and thought was a straight forward request I decided to pay the balance instead of litigation. Bad service and attitude along with misleading drawings and no direct communication unless I reached out to my sales *** led to this happening I would suggest a way more obvious boundary line along with highlighting it for the customer to show where exactly the fence will be. The survey they sent me was not helpful or easy to see the red line and I guess thats my fault. After this experience I will have my attorney read all contracts before signing and verify all measurements myself before entering a contract. 
  
  Sincerely,
  
  **** ******* Iii

  Business Response

  Date: 09/07/2024

  I'm not sure what we are doing here.  We provided all written documentation and we work from clear, written facts, not someone's personal opinion.  Here are the facts: 

  1 - the property was measured and a quote was provided with the pricing to install the fence as directed by the customer.  The customer was outside with the estimator during the measurements for this estimate. There was a discussion regarding the fence material with the estimator to make sure it matched the same type and style as the neighbor's fence material due to the fact they'd be sharing a fence along the middle property line that he and his neighbor shared.  He wanted to make sure it looked the same. 

  2 - The customer agreed to the project estimate and received a formal contract for which he signed that had detailed information about the scope of this project matching the estimate that was already provided. A drawing was also provided to the customer of the total lineal feet being installed with an overlay on the property survey showing exactly where the fence would be installed.  There was a clear red outline that was placed on his property survey showing exact location of where the fence would be installed and another drawing on his estimate showing that same layout in addition to the shared fence line of his neighbor's being utilized.  His neighbor is who referred us to this customer as we installed that fence as well.  *********** has installed fences for numerous homes in this same community and we are very clear on what the *** guidelines are for this project. Again, this was given to the customer 6 weeks in advance of the installation. 

  3 - The customer gave this same drawing that we provided to his *** for approval, of which the *** reviewed and approved the fence layout based on the drawing and description provided in writing. Again, we sent to all of these documents to the customer via email and he provided them to his ***.  

  4 - That same drawing/layout was given to the county for permitting for installation of the fence which was also approved. 

  5 - Everyone who saw the scope of the project and the drawing was able to clearly review it and approve the project. This includes the estimator, the *** approval board, the building department, project supervisor, and installation crew.  

  5 - It rains often in the summer in ******* and we experienced numerous weather delays, and this customer's material was delayed as well from our supplier.  As a result, we upgraded this customer's fence to a higher quality commercial fence instead of the residential fence while maintaining the same type, color and style he paid for, at no additional charge.  

  6 - The ground at the property was marked along the installation lines in advance of the installation showing exactly where the fence would be installed.  The installation was completed over the course of two days due to weather delays.  At no time during the two days of installation was there any mention from the customer of wanting to place duplicate section of fence directly parallel to his neighbor's fence that splits their property line.  Again, the fence we are installing for this customer is a match of style, type, and color to the neighbor's fence that splits their property line.  We installed the neighbor's fence prior to this customer. 

  7 - After the fence was installed, the customer complained stating that he repeatedly told the estimator he did not want to share a fence line with the neighbor despite receiving an estimate showing he's sharing a line, given a drawing showing the use of a shared fence line, him providing that same drawing to his *** for approval utilizing a shared fence line, receiving a permit for installation showing that a shared fence line would be used, doing a full layout of the installation to match the drawing showing the shared fence line would be used, and installing for two days off of this shared fence line.  It was not until it was time to pay his balance where there was complaints about this never before discussed request to install a duplicate fence directly against/parallel to his neighbor's fence that divides their property line.  

  8 - His reaction to our staff was that we "tricked" him and demanded that we install another 70 lineal feet of fence for him along the middle property line directly against the shared fence line, duplicating exactly what is already in place, for free immediately.  Again, he is demanding that we install another 70 lineal feet of fence directly parallel to the neighbor's fence which is of the same type, style, and color.  

  9 - We stated that while we'd be happy to install the additional fence, however it would not be for free and we would provide an estimate for the costs.  We showed the drawings we originally provided and the estimate that was given originally showing clearly the layout and total lineal feet being installed.  The customer claimed it was not his responsibility to confirm what we provided to him is what he asked for and again demanded that we install "the rest of his fence" at no charge.  We stated that was not possible but again would be happy to install additional fence at an additional cost as this was not part of the original scope, nor was it paid for. 

  10 - The customer's reaction was to refuse paying his balance and libel our company online in various negative reviews in addition to filing this complaint with BBB the same day, again still before paying his balance for his completed work.  He demanded to meet with the owner of our company. 

  11 - When our company owner arrived to the property, the first comment to him from the customer was "Do you always make it a habit to lie to your customers?  I'm in sales and I know that the customer is always right".   There was discussion about the customer's request during which the customer denied receiving any communication or documents at all from our company except the original quote at the time of the original estimate which again, shows the exact layout and total feet being installed utilizing a shared fence on the middle property line.  Our owner pulled up the emails that the customer received showing all the communication between this customer and our staff, including the drawings the customer received from us and that he used to give to his *** for his approval.  *********** owner confirmed with the customer that the customer's name and customer's email address were accurate. 

  12- The customer stated that his wife took care of all of that communication despite every email going directly to his personal email address and he never saw any of the documentation we provided to his email and stated that "he's not interested in going back and forth about details" and that "nobody could actually see that red outline on the drawing, it's too small".  Our owner then confirmed again that the customer just stated that he never received anything from us, but now he's stating that he did but that his wife took care of it and it was too small for him to read.  At that time the customer became irate, used foul language with our owner and demanded he leave the property.  He still refused to pay his balance which was already past due and stated he will not pay us until we collected any remaining material that was still on his property. That material was collected the following morning at 9am, yet this customer still delayed his payment multiple days beyond that point which is why he received late fees.  

  We understand that not everyone will be happy despite our best efforts which is ok, however we are not ok with misinformation.  Our documentation is very clear and has been from the beginning.  We provided a clear estimate, provided a clear contract that this customer signed and dated, provided drawings this customer used to receive *** approval for his project, all send to his personal email address, installed exactly to contracted scope, upgraded this customer due to weather delays at no charge, and attempted to resolve this perceived issue with this customer.  This complaint has no merit and should be removed completely from BBB.  

• Initial Complaint

  Date:05/09/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 entered into a contract with this company to install a railing in 3 pieces (each end attaching to a wood post) along the second floor landing in my home. Prior to entering into the contract their representative (***************************) came to my home and inspected the job and gave us a price for the job, i.e., $7600. As required by the contact, upon entering into the contract we made a 50% payment (i.e., $3,800) on the job. The balance was required to be due upon completion of the job. Nothing with this job or dealing with this company went smoothly. First, after having half of our money, they tried to get us to pay an additional $600 as a supposed change order. However, there was no change to the job. They just supposedly found the railing more difficult to install. Then, they failed to timely perform and/or often show up when they were supposed to. Finally and most importantly, the installed railing had 6, 3 inch gaps between the end of each of the 3 pieces of railing they installed and the wood posts each of the railing pieces was supposed to abut to. My wife responded to a 2/26/24 email from *************************** that we wanted the railings to abut each of the wood posts. I am not even sure that the railings provided with the 3 inch gaps to the post on each end even meet the requirements of the building code. When we saw the railings we immediately notified the company that they were unsatisfactory and needed to be extended such that they abutted the wood posts. *************************** came to our home and promised to have the company fix the railing to our satisfaction. Based on his agreeing that the company would fix the railing to our satisfaction, I paid them substantially all of the balance of the project (i.e. $3,500) . After they received our money they told us they could not fix the railing and ignored my wifes multiple emails to them. I would seriously advise anyone against using this company and I am happy to speak with anyone considering so using them.

  Customer Answer

  Date: 05/10/2024

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