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:06/10/2025

  Type:Customer Service 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.

  on 6/10/2025 i woke up to the sound of a fence being kicked in by the workers of Abbey fence ant the workers destroyed my garden of vegetable and took up all the plant base appliance that was enclose for my garden, she then tossed all my plant in my yard, Abby Fitz did this without issuing a permit or even having the property survey he said that he will install the fence from where my fence is because they was just inclosing my fence

  

  Business Response

  Date: 06/12/2025

  Thank you for your message. After reviewing our records, we can confirm that the individual submitting this complaint is not our customer, and we have no current contractual or business relationship with them.

  
  The fence installation referenced was performed at the request of a neighboring property owner, who is our actual customer. All work was completed in accordance with Baltimore Citys approved plot plan

  
  Our team also consulted with the proper local authorities, and weve received confirmation that the installation was conducted appropriately.

  
  We understand that disputes between neighbors can arise during construction projects, but we must emphasize that we acted solely on behalf of our customer and within the bounds of the law. Our customer is extremely satisfied with the completed work.

  
  If the complainant believes there is an error in the property boundaries, we encourage them to contact the city for further clarification.
  We take pride in providing courteous, professional service and hope this helps clarify the situation.

  Customer Answer

  Date: 06/15/2025

  I will upload the pictures of  the damage the manager said that they looked up the copy of the survey of the property and that should not have happen because the permit was not paid for as this complaint was fled, its now two houses together in the middle and you can't judge by looking because you can be a littler or to much on someone property, then who ever he was he started making face as if it's a joke, he just got himself and the company in it, Permit **** said that there should not be any work being done because the permit was not pai for the permit # ****-**-****** 

• Initial Complaint

  Date:04/29/2024

  Type:Customer Service 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.

  In March 2023 I signed a contract with Abbey Fence & Deck for the production & installation of 2 residential fences with gates for a total cost $7,594.00. I paid a deposit of $2,531.00 on March 15, 2023. The total estimate amount increased to $7,973.00 with a $379.00 change order for a second front gate.
  
  On June 22, 2023 a crew arrived with the materials led by crew leader, Cesar. I learned immediately that the crew did not speak English and that I was left in the uncomfortable position of having to use rudimentary Spanish to communicate, including pointing out 3 times the location of a brand new French drain that had been installed in my front yard on March 20, 2023 as part of landscaping that cost $3,181.00. The crew ended up slicing through a section of the French drain and tossed it into a neighbor's garden to hide it. In addition, they told me they didn't have the backyard fence specs and didn't know how to install it. The final issues that day 1 were the front gate didn't fit and needed to be remade and a panel of aluminum fencing for the back was damaged and needed to be remade. When Cesar returned to finish the job, he told me one of guys on his crew was drunk when they installed the front fence.
  
  I've since sent 18 emails and left voicemails about the status of the materials to be remade, the damage to my French drain, the back fence & gate not working, and a request for a revised estimate I still have yet to receive. I showed 2 Abbey service men these issues in Sept and Dec 2023. Then I was told on April 25, 2024 by Scott N*** that Cesar and his crew were fired in 2023 as 90% of the projects they installed were faulty due to incompetence/negligence, and that he was on a year-long apology tour.
  
  Despite all this, Abbey Fence & Deck sent me a letter dated 4-24-24 threatening legal action if I don't pay the balance due.
  
  I want the errors fixed & the invoice changed to materials only due to the crew's known negligence & incompetence and damage to my property

  

  Business Response

  Date: 05/02/2024

  We have met with Ms. ******* and discussed her concerns.  Our field superintendent, Scott N***, agreed to make the necessary corrections to the aluminum fence and vinyl fence.  Also, to modifying the final invoice regarding the elimination of one (1) panel of 6ft aluminum.  However, the total amount of the vinyl fence installation would not be altered because the contract amount was based on a flat rate for footage quoted and installed. Ms. ******* was informed at that time that Scott N*** would follow up with a schedule to address the issues. 

  The letter requesting payment was the only option remaining after multiple attempts  at corresponding with Ms. ******* over the last several weeks were ignored. It was only after receipt that Ms. ******* chose to respond.

  Customer Answer

  Date: 05/15/2024

  Hello Maryland BBB.

  Thank you for following up on my initial complaint re: Abbey Fence & Deck. I am not satisfied with their response as it is not accurate nor does it offer the solutions I have asking for since June 2023...almost one year of repeated action on my part with no response from Scott Neal or anyone from Abby Fence & Deck.

  I was told on December 22, 2023 by Ralph & Walter, two service reps sent out to my property to install the third remade gate which still does not open and close properly, that they would back after the holidays - some time in early 2024 - to fix the back gate which was improperly installed by the original installation crew and cannot be opened or closed without excessive force.
  
  As we had multiple weeks of very bad weather in January and February, I assumed March is when Ralph & Walter would return in March. But rather than a service call in March, I started receiving emails and snail mail demanding payment. I replied to Kayleigh Bell via email (attached) outlining all the issues that remained unresolved by Abbey Fence & Deck, many of which I pointed out and discussed with Ralph & Walter on December 22nd. 
  
  I received a total of 1 call from Scott Neal which I returned within a matter of days. I had already informed both Scott and Kayleigh via email that I had recently started a new job and was traveling. However, this did not stop Abbey Fence & Deck from continuing to harass me for payment and threaten me with a lawsuit AFTER I had spoken with Scott and AFTER we discussed the fact that less-than-one-year-old fences we already falling down and coming apart on April 26, 2024.
  
  Since that meeting, I have received no follow-up from Abbey Fence & Deck with a proposed plan or timeline to address the punch list Scott and I discussed, even after I sent a follow-up email on April 29, 2024 (attached).
  
  I am not satisfied with their response they intentionally neglected to address ALL the issues that we discussed that will inform a revised estimate for the balance due, notably:
  
  1) The damage to my property (brand-new French drain) caused by the installation crew despite me showing them explicitly where it was and where they should NOT dig 3x. The cost to repair this damage is approximately $850-$1200, depending on how much of the drain can be salvaged.
  
  2) The excessive left-over white PVC posts, fence panels, and pickets that were not installed. Scott Neal came up with a number of excuses, none of which make any sense. My asceratiation is they submitted the wrong measurements, made too much material, and want me to be financially responsible for their mistakes.

  
  I am not confident that Abby Fence & Deck will honor its promise to remake-replace-repair the fence or revise the estimate, as they have chosen not to provide a response to my 4/29/24 email asking for this exact information.
  
  I ask that the BBB re-open this complaint.
  
  Thank you.
  
  **** *******
  

  

  Business Response

  Date: 05/16/2024

  Ms. *******'s rejection provides no explanation for what and why she rejected our response.  More information is needed to resolve the issue.

  

  Business Response

  Date: 05/20/2024

  Regarding Ms. ********s statements:

  BACK YARD ALUMINUM FENCE
   -We will remove the 6’ high black aluminum picket fence panel
  and the two posts from the total since it was not installed. 
  FRONT YARD ALUMINUM FENCE
   -The pedestrian gate at the entrance to the front yard will
  be replaced.  Two of the fence panels in
  the front yard will also be replaced. 
  The line of fence closest to the house in the front yard will be dug up
  and installed so that line of fence is better aligned with the front porch and
  the side fence. 
  VINYL FENCE
   -The vinyl posts in the back yard are not sturdy and will be
  re-set in new concrete.  The gate and the
  gate posts will be re-set so the gate works properly.  The fence panels will be tightened up so
  there are no gaps between the boards or the channels and the posts.  The finial top of the fence will be secured
  so it does not move in the wind.  The
  side line of fencing opposite the gate side will be relocated so it is
  straight.   

  FRENCH DRAIN

   - The contract Ms. ******* signed clearly states that Abbey Fence is not responsible for damage caused to underground obstructions (i.e. drain pipes, irrigation systems, cable, septic tanks, etc.)  However, even though Abbey Fence is under no obligation to do so, in a gesture of good customer service, we are willingly to offset Ms. ********s balance owed to reflect half of the cost of repairs.

  We can schedule this items as soon as Ms. ******* is available.

• Initial Complaint

  Date:12/04/2023

  Type:Sales and Advertising 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.

  I, ****** * *****, am representing my father on his behalf due to his illness. My father signed an agreement with Abbey Fence & Deck Co, Inc. on 10/10/23. Also present were Paul S*****, and myself, for the installation of a fence. The total amount is $8819. My father, ***** *****, put the required 1/3 amount in cash (via check), $2939. The balance, $5880 is due upon completion. The contract indicated that the anticipated commencement date is 4-7 weeks with anticipated completion date is 1 - 3 days. On 12/1/23, I received a call from the company agreeing the fence installation date would occur on 12/7/23. On 12/1/23, Mgr. Chris S***** rejected the date and I have not heard from the company since. Within the start of the contract, I personally called several times to seek an installation date. My father satisfied providing a survey and my father paid a contractor satisfying Abbey's request to remove a tree, and clearing an area on the left side of his property to allow the fence installation. The information stated here reflects the contract. There was no mention about "notifying utility" in the contract. The only call I received after Mr. S***** and my dad spoke on 10/10/23 came from the company by Chris S*****. He emailed me and I was provided an installation date via cell messaging. I responded to the message and confirmed I was available on 12/7/23. I have an email from Mgr. Chris rejecting the installation date. Our call was as a result of him calling me indicating I had an issue and I was upset. I explained to Chris, "what was wrong with asking for an installation date based on the commencement time of contract?" The issue was on the company's part by placing me on hold for long periods of time; whereby, I spoke with more than one person by phone as a result of my question...no one at the time had an answer. I was told previously that supplies were not available, and that "notes" prevented receiving a date for install. Total Unprofessionalism and no update!

  

  Business Response

  Date: 12/06/2023

  Good afternoon,

  In regards to the complaint, we spoke with Mrs. ***** today, cleared up the confusion and confirmed the installation of her project for Thursday 12/7.

  If you have any questions or need anything else on our end, please feel free to contact me.

   

  Regards,

  Brian K***

• Initial Complaint

  Date:06/07/2023

  Type:Customer Service 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.

  My fence was installed in July 2022, since that time I have called the company as there’s a problem with the gate it is too tight. They have sent “Rob” out three “3” times already. The first two (2) times he was rude and condescending. Acting as if I didn’t know what I was talking about. Now the fence panel has come apart from the post on the same side as this gate. I called and asked to speak to the President as I paid $13,000+ for this fence and I am done with the service I am getting. I get a voicemail that “Rob” will be back out to fix the gate. They can come out and take the entire fence down and refund my money. I don’t want to deal with this for years to come. My neighbors all have fences by other companies and don’t have the problems I have had in less than a year. This fence was put up too quickly and they are not standing by the product. They have their money and they are done. They should not be in business!!!

  

  Business Response

  Date: 06/13/2023

  Regarding Mrs. *******'s complaint, we have responded every time she has contacted our company.  We have made several trips to the customer's house to service the gate when she has difficulty operating it.  We have escalated her service calls and our of our field superintendents met with Mrs. ******* today (6/13) at her property to address her concerns.  We are currently scheduling a time to rectify any issues.

  Customer Answer

  Date: 06/15/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:12/09/2022

  Type:Customer Service 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 fence was installed on August 24, 2022. The total charge was $4,849.
  I emailed the salesperson (Paul S*****) on 8/25/22 with issues regarding the installation.
  
  Abbey Fence sent Scott to review the fence on 9/8/22. The following issues were discussed:
  
  * I paid extra for the crew to break concrete for a post. (Original estimate was $4,599. Upon final measurement $250 was added to break concrete and install a post bringing the price to $4,849). No post was installed in the concrete resulting in this section having an odd angle. I request a refund of $250 for this extra charge because this was not done, resulting in broken concrete.
  
  * Broken concrete inside the fence was not repaired/patched.
  
  * Many vertical fence boards are missing fasteners and starting to warp.
  
  * The section of the fence with the gate is not even. The gate does not function properly because of this.
  
  * The crew did not clean up the site at the end of the day. All of the lumber cut-offs were left in my yard amounting to a contractor bag of trash that I had to clean up.
  
  I called Abbey fence and left voice mails for Scott a total of 4 times in September and once in October to get the repairs scheduled.
  
  A crew was scheduled to come and fix the items on the punch list on 10/11/22 but canceled.
  
  I left additional voicemails in November which went unanswered.
  
  I spoke to Scott on 11/8/22 and was told that he would relay my message to Scott.
  
  On 11/17 I called the main number and asked to speak with a manager or the owner. Penny took a message.
  
  I have received no reply since.
  
  I am requesting that these repairs be made and that I receive $250 because a post was not installed in concrete.
  

  

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/14) */
  We have reached out to Mr. ******* and we have scheduled an onsite meeting Tuesday (12/20) to discuss/address his concerns with the fence installation.

• Initial Complaint

  Date:08/15/2022

  Type:Customer Service 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 hired Abbey in April 2022 to install a new pressure treated deck. The deck was completed in May 2022 with outstanding issues that needed to be addressed. Abbey assured me that the repairs to the craftsmanship would be made. Within a month the floor boards of the deck started buckling due to missing fasteners, the top railing was lifting up and extremely large gaps were developing in the corners of the top rail. I reached out to Abbey. However the floor boards could not be nailed down because the boards were warped so Abbey said they would replace the floor boards. The railing was so bad that Abbey needed to order kilm treated lumber. That took 3 weeks. When the lumber arrived, I was told by the contractor that the lumber was rotten and could not be used. Shane the Project Manager said that he would some non kilm treated wood in Abbeys yard and that they would use it to fix the railings. The lumber is of poor quality and has deep knots and worn out edges that can cause splinters. I am requesting that Abbey replace the wood with quality kilm dried lumber.
  Another needed repair is the shaking of the top railing when someone leans against it. The corners of the railing is not attached to the house so whenever someone leans on it, it moves. I pointed this out to Shane and it told me it was normal but that they would try to repair it. This repair has not been done. Out if the 10floor boards that needed to be replace only 6 we're replaced. I'm requesting the remaining 4 floor boards be replaced. I have been waiting since May for the repairs to be completed but have received excuse after excuse as to why the repairs were delayed.
  

  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 7, 2022/08/23) */
  We have reached out to the homeowner today and made arrangements to resolve the cosmetic issues with the lumber used on her deck.
  
  
  Consumer Response /* (3000, 9, 2022/08/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No arrangements have been made to repair the issues.
  
  
  Business Response /* (4000, 11, 2022/08/25) */
  Our Installation manager, Scott N***, has spoken with Mrs. **** twice regarding her complaint, most recently yesterday afternoon, and provided her with a description and timeline for resolving her cosmetic issues with the deck.
  
  
  Consumer Response /* (4200, 13, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The first time I spoke with Scott, he informed me that he would be taking over the project and that he would call me the next day to schedule a walkthrough of the repairs. He did not call. After I submitted my rebuttal Scott called to say that he needed to order materials and schedule a repair date. At this time a repair date has not been set. I would like to keep this complaint open until the repairs have been completed.