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:04/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  2/10/2023 my husband and I put a deposit down for $354 for a bar to be installed on our back fence. We were told by Rick that it would keep our dogs from escaping the yard. Rick had told us that this was guaranteed to keep our dogs in the yard. "They would have to dig a 5 foot deep hole to be able to escape," he said. We paid the balance of $354 on 2/21/2023. The dogs were able to dig out of the yard within an hour. I tried to call Miller Fence, they stand by their work and guaranteed this would solve the problem. They told me they could install mesh at the bottom of the fence and would charge me to do so. I said they guaranteed their work and need to make it right. The customer service girl was extremely rude and said she was wiling to help me but gave me the option of paying for another service to fix the first service that failed. My husband called them and the manager he spoke to (aaron) became increasingly irate, said that they can't help us, refused to work with us after my husband tried to get them to make it right. Aaron refused to let him speak to the owner and kept giving excuses about why he couldn't talk to her.

  

  Business Response

  Date: 04/12/2023

  Miller Fence installed a bottom rail on an inferior chain link fence that was not originally installed by us. Our estimator gave a few options on how to keep dogs in the yard and the customer chose to go with just a bottom rail since the dogs were pushing the thin wire out to get underneath. The customer said the bottom rail should be sufficient. Miller Fence abided by what was on the written contract of only bottom rail (the cheapest option). We warranty our labor against anything install related. Miller Fence never guaranteed their dogs wouldn't dig under the fence. Dogs digging under fencing is not covered under our warranty since it is something out of our control. ************** left their dogs out while he at work, and one of the dogs dug a large hole under the bottom rail. The installation and bottom rail are still intact, as per contract, and in the photos sent by the customer. Our Office Manager was never rude to ***************. ************** was combative at the very beginning of the phone call. Our Office Manager tried to offer additional solutions, but upon hearing that this additional work could not be done free of charge, *************** hung up on her. ************** called right after. The conversation between ************** and our Operations Manager,Aaron, became escalated when ************** began twisting Aaron's words and insulting his industry knowledge. ************** became increasingly demeaning and verbally abusive to him. Everything we were contracted to do, we did. There are no verbal agreements, as stated per signed contract, and Miller Fence never guaranteed their dogs wouldn't be able to get out, but offered this as a hopeful solution since it solves most dog escape artists. We offered them different solutions to add to the work they originally contracted for, but after the verbal abuse that was given by **************, we declined to do any additional work for this customer. I have audio recordings of all conversations and this customer has been libeling us all over the internet. Attached is a copy of our warranty. 

  Customer Answer

  Date: 04/12/2023

   
  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.
  

  
  Despite the response being satisfactory the work was subpar and we feel you should take accountability for that. We have severed the relationship with you and will discontinue contact as it no longer serves either of us to continue this. We have removed the negative reviews in regards to your customer service and work.
  Sincerely,
  
  *********************