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:10/21/2022

  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.

  A deposit of half the total cost of the job was paid in May based off original estimate & initial invoice . To date less than half the job has been completed to my (customer) satisfaction. The contractor has now come on property & removed materials & threatened to place a lien on the property if full payment is not made within 5 days. At no point was there an agreement that the work had been completed to customer's satisfaction.

  Business Response

  Date: 10/24/2022

  The fact that this customer has filed a complaint on ****************** under false statements is again a deflection from the customer paying the finial invoice.  I have provided pictures of a completed fence job, this fence was completed by a team of supervisors that are experts in their field, each different type of fencing and ***** had a supervisor install. The fence was completed after several discussions and change orders took place, this did take time and the job took longer than expected. But Scott Fence want to ensure the customer she was getting quality work done, this is and investment in our customers home. Therefore, its important for to make sure the job is completed right!  You will see the first change order that was requested was for a chain wall to be put up, because of the contour of her ground. It was brought to the customers attention that her ground hold water and the ground was not setting the post for an 8' pressure treated wood fence with a 14' slide gate,this change order was rejected. Next best options are 6x6 wood post, which were installed 4' deep and set up for 2/3 days to ensure security. Scott Fence ate the cost of these post, as well as the cost of the other post as well as the labor for that. As you will see in the emails, the customer googled the situations and came up with her own solution, NOT the solutions of the experts.This kind of actions continue through the duration of the job. When looking over the emails you will see the request for us to address some issue, which were ALL taken care, you will see her emails address to us how the job should be installed. 
  When the job was completed and met Scott Fence standard of installation, and was looked at by ******************, it was clear yet again she was not going to pay this invoice. Yes, I removed her gates and gate operator, because it was clear that she was not going to pay her invoice. Scott Fence will protect our investment,the deposit that was placed does NOT completely cover the material & labor of the fencing that is up! Material is about 60% of the invoice & 40% is the labor.
  I am happy to return her gates and gate operator as soon as the balance is paid in full. As you can see from the pictures her fence was completed, as there was no reason not to pay her invoice in full.

   

  I will send the Zip file in a separate email , the system keeps tell me the file is too large.

  Customer Answer

  Date: 10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This responds to Scott Fences response to my BBB complaint, and rejects it as false and deceptive.

  
  First, at no point did either my spouse or I ever say or do anything that would indicate we would not pay
  our final bill, once received. Scott Fence LLC of MS never sent us a final bill. Final payment was to be
  due upon completion, the job was never completed, no final invoice was sent, and no final payment was
  ever due. Per the contract drawn up by Scott Fence LLC of MS, final payment is expressly stated to be
  due upon completion of the job. As revealed by my and my wifes attempts to contact Scott Fence to
  finish the work and correct the deficiencies, and Scott Fence LLC of MSs initial indication that it would
  do so, even setting a date, only to arrive and illegally remove previously installed equipment from our
  property, the job was not complete and was never completed. No final payment is due. To the
  contrary, Scott Fence owes us a full refund for their incomplete, defective, shoddy work.
  

  Second, three (3) of the pictures provided by Scott Fence LLC of MS to the BBB as their & quote; proof of a
  completed fence job & quote; ARE NOT OF OUR PROPERTY ! Thus, while they may appear to be of a completed
  job, they do not represent work done on our property! This adds further proof of the profound level of
  unprofessionalism, poor project management, lazy oversite & bad business practices by Scott Fence LLC
  of MS. ** reviewing all other pictures provided by Scott Fence LLC of MS, only one of the side fence --
  shows a fence that is standing, but it is out of plumb so defective. See paragraph regarding fourth item
  below. The gate they attempted to install is out of plumb, leaning and doesnt function. The pictures of
  the chain-link fence reveal that the tension wire at the bottom is not on and the double gate didnt
  work. This job was NEVER completed. Scott Fence LLC of MS NEVER stated in any correspondence to us
  that they would not address the defective work items we brought to their attention, never stated they
  were done working, and never stated final payment was due.

  
  Third, the suggestions which we made to get the project done were made only because Scott Fence LLC
  of MS were not offering solutions of their own. When the 4x4 posts were installed, they were not
  stable. Scott Fence LLC of MSs purported solution was to drive metal poles in around the posts. This
  did not correct the issue, and we have video of it. Scott Fence LLC of MS did not have any other
  solutions, so we began our own research, spoke to several licensed contractors, and offered
  suggestions, with a view to getting this job properly completed.

  
  Fourth, there are numerous other defects and below-industry-standard practices in the work they
  attempted to complete on our property, which include but are not limited to: (a) the chain-link fence
  isnt straight or even with the driveway, nor is it level along the top; (b) the side fence isnt level along
  the topit rises and fallsand this is visibly apparent in the picturesScott fence failed to follow
  standard industry practices to level the top of the fence, leaving space at the bottom of the fence if the
  ground isnt level, and not to rise and fall with the contour of the ground; (c) the back fence is not even
  with the property line --the fence alignment with the street curb on once corner is different from the
  other corner, and this uneven alignment is visibly apparent; and (d) the gate V-track is also on an angle
  due to this miss-alignment of the back fence, resulting in the gate not being parallel to the driveway.
  These additional defects are more examples of shoddy substandard work, and are unacceptable.

  
  Fifth, Scott Fence LLC of MSs attempt to separate the labor charges from the equipment charges at this
  point is outrageous. Our agreement with Scott Fence LLC of MS, on a form Scott Fence drafted and
  provided, was for Scott Fence to provide a completed fence/gate at a lump sum price. There is no
  separation of labor from materials. Scotts defective work requiring Scott to add more labor to attempt
  to fix their own mistakes, and do so unsuccessfully, is not the customers fault. If their supervisors
  were the ones doing the work as they claim, then why was the job was done so poorly? Why did they
  have to return to attempt to address issues, and only after we, the homeowners, found them?
  Astonishingly, the final day that the employees of Scott Fence LLC of MS came on our property was
  under the pretense that they were going to finish the job, as shown by their communications with us.
  **stead, they came on our property and, without notice, without permission, and illegally, they removed
  previously installed materials from our property !

  
  Scott Fence LLC of MS has proven they perform shoddy defective work, fail to rectify it even when given
  multiple opportunities, act in bad faith and try to threaten their customers with liens for defective
  incomplete work, and are bad actors. They must provide us with a total refund and reimburse us for
  costs we have incurred in connection with this matter.
  
  Regards,
  
  ***********************************
  
   

  
  

  Business Response

  Date: 10/29/2022

  ***************** did address each discrepancy that the said customer pointed out to him.There was no contact of every asking for any discrepancies to be resolve but was more demands on how a fence should be built.  NO ONE and I repeat NO ONE removed anything illegally from the property. The gates that were removed have not been paid for, nor the excessive amount of labor put into this fence project. The finial bill is due, and the work was completed, there was no defective, nor shady work performed. If the customer knew how to install a **********************, with a slide gate ***** gate operator, why did they hire a professional with 50+ years of experiences? 2nd- If any pics that were submitted are not of your fence, I have resubmitted the pics. I could have added another fence by mistake, But I can assure that the job was completed and the pics that have been submitted are proof of that. The fact that a mistake might have been made not does NOT BY ANY MEANS make Scott Fence unprofessional, have poor project manager, lazy bad business practice, it JUST SIMPLY MEANS A MISTAKE WAS MADE! If the gate did NOT work properly, why would you care if they were removed. The allegations of steeling items and not having a completed fence,not asking for the final bill to be paid is all simply false.  3rd- Again false information, attached you will find the email, requesting a change order with chain-wall, which was swiftly reject, and ***************** said "she was not prepared to spend that amount of money, that the estimate given said nothing of a chain-wall" After Scott Fence of *** ********* explained to her in great detail on one of the many phone conversations we had that an estimates is just that, and estimate. That is why a change order was requested because the unknown of the land... This is something no one could have known.Scott Fence, also explained to her because of the cost, we can break the payments up for her. She again rejected the offer, so plan B it was. ALL at Scott Fence of *** *** COST! Scott fence believes that was her pure intention the entire duration of this project. 4th- Let's address the A, B, Cs- (a)the chain-link fence isnt straight or even with the driveway, nor is it level along the top; You cannot follow the contour of your ground and make the fence level, as was explained to **************** on several occasions. Scott Fence is a fence company not a landscaping company, it was brought to Scott Fence,*** attention "to place the fence level with the ground to protect the animals in the yard, this was the only reason for the chain-link, that the wood fence would incase the chain-link on all sides. This chain-link will protect the animals from running in the streets when the gate is being open remotely. (b) the side fence isnt level along the topit rises and fallsand this is visibly apparent in the picturesScott fence failed to follow standard industry practices to level the top of the fence, leaving space at the bottom of the fence if the ground isnt level, and not to rise and fall with the contour of the ground; Standard Practice would have been to get a chain wall to make the ground level and keep the fence both straight at the top and the bottom, since the ******** yard is like a roller coaster, that change order was rejected. So, a line was popped, and the wooded fence is eye level. (c) the back fence is not even with the property line --the fence alignment with the street curb on once corner is different from the other corner, and this uneven alignment is visibly apparent; AGAIN, Standard Practice would have been to get a chain wall to make the ground level and keep the fence both straight at the top and the bottom, since the ******** yard is like a roller coaster, that change order was rejected. So, a line was popped, and the wooded fence is eye level. and (d) the gate **track is also on an angle due to this miss-alignment of the back fence, resulting in the gate not being parallel to the driveway. These additional defects are more examples of shoddy substandard work and are unacceptable. The ** track is not angled and the fact that the structure of moving and 8' wood slide gate on UNLEVEL GROUND is clear that the information given to the ******** was false. The wooden Fence was installed with 6x6 wooded post, into the ground 4' feet and let dry for 4 days. The water table at this property is high, which was again something explained to ****************  5th-There was no attempt to separate materials and labor, it is not separated on the invoice, the previous statement about Materials being 60% and labor being 40%, was to give all concern parties the big picture and explain that nothing was stolen taken. That the deposit placed, and now requested a chargeback, does not even cover the materials that are on the said property. There was no false pretense, there was simply a homeowner that thought she knew better on how to install a fence, and was using Scott Fence of *** *** resources to get a fence without paying full market value for the fence.
  In Closing, Scott Fence of *** *** has provided on 3 separate occasions that a completed fence project was done for Mr. ***** ***************** with proof of completed work. Proof of materials purchased (to merchant services) and proof that our 50+ years of experience would have given the ******** a beautiful wood fence, with a remote slide gate and a chain link fence to protect their animals,but instead had a customer that was convinces before installation and even when the fence project was completed that she knew more than the fence company and was not going to pay fair market value for her fence project. If Scott Fence of *** *** is not paid in full, NO gates will be returned and Scott Fence of ****** will protect the investment we have at 4921 *************. ***********************.

  Customer Answer

  Date: 11/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  *********** and ***************************** reject Scott Fences October 31, 2022 supplemental response to our BBB complaint.  It contains false,unsupported, self-serving and deceptive statements about the quality,completion status and payment terms of the gated fence Scott was supposed to install on our property.   Scott Fence further, and without justification, resorts to personally insulting its customer, *****************************, by twisting her concerns and questions about the poor quality of work on her fence into allegations that she thought she knew more than the fence company and wanted a fence without paying full market value for it.  This is unprofessional,at best, and in fact, is false, defamatory, and absurd. 

  The fence/gate project was not completed, was certainly not satisfactorily completed, and so the final 50%payment was not due.  At no point did Scott Fence notify us that they believed the project was complete.   In fact, our replies to correspondence from Scott Fence identified punch list items that were never completed.  Scott Fence had not even invoiced us for the final payment when they came onto our property under the pretenses of finishing the job, as evidenced by their last email to us before that date, and instead, illegally removed previously installed materials.

  The fence that was standing is substandard and defective for all the reasons stated in my last response to the BBB dated October 28,2022. That is in the BBB record and, as instructed, will not be repeated here.  See attached pictures showing the crooked fence, and a video displaying how wobbly it is.  We are unable to provide a video showing the malfunctioning rear gate mechanism, because Scott Fence came onto our property and illegally took that equipment without our permission.

  The following comments address each picture Scott Fence attached to its October 25, 2022 response, and clearly proves that this project was not satisfactorily completed: 

  *****************************-1 Gate has wrong swing. Gate was redone and is now out of plumb and sagging where it wont close without having to push the gate toward the house.

  (SEE ATTACHED:  ************, Gate3)

  *****************************-2 As previously stated, the fence is not level along the top.  It rises to a point near the middle. Also, see additional photos taken from above showing that fence is not straight.  The fence is also not secure in the ground, and is unstable, as shown in the attached video. (SEE ATTACHED:  Side1, Side2, Side-vid)

  *****************************-3 Trash pile still onsite, chain-link (in background not in place), gate hardware on ground, vtrack not installed.  All of this clearly shows this is not a completed project

  *****************************-4 Not our property

  *****************************-5 Not our property

  *****************************-6 Chain-link not installed, No gate controller, gate hardware still on ground, vtrack not installed.  Again, all of this clearly shows this is not a completed project.

  *****************************-7 No tension wire on bottom of chainlink.  This is not a completed project

  *****************************-8 No tension wire, gate not functional.  This is not a completed project

  *****************************-9 No tension wire.  This is not a completed project

  *****************************-11 Image too close to be useful.

  *****************************-12 Image too close to be useful.

  *****************************-13 No gate, concrete not cured, gate controller disconnected, no gate.  This is not a completed project

  *****************************-14 Not our property

  In sum, we contracted, and paid a 50% deposit of nearly $7,000, for a satisfactory, complete and fully functional fence and rear gate.  We worked with Scott Fence for weeks while they struggled to attempt to get this done.  They failed. They are not due any additional monies from us.   We are due a full refund, plus costs we have incurred in connection with this matter.  If they agree to provide us with a full refund, plus costs, we will allow them to come onto our property and remove the materials they attempted to install, at a mutually convenient, agreed-to date and time, when we will be on site to oversee, and with NO damage to be done to our property.  

  
  

  
  Regards,
  
  ***********************************
  
   
  

  Business Response

  Date: 11/08/2022

  Please see attached corresponded.........

  Thanks,

  ******