Complaints

This profile includes complaints for Long Fence Company, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Long Fence Company, Inc

  8545 Edgeworth Dr Capitol Hgts, MD 20743-3741

  
• 

  Long Fence Company, Inc

  2520 Urbana Pike Ijamsville, MD 21754-8624

• 

  Long Fence Company, Inc

  42531 John Mosby Hwy Chantilly, VA 20152-4251

  
• 

  Long Fence Company, Inc

  1910 Betson Ct Odenton, MD 21113-1124

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:06/19/2025

  Type:Product 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.

  Emails are bounced. Does not return inquiries submitted online. See attachments.

  Business Response

  Date: 06/30/2025

  The complainant filled out a website inquiry. We followed up with multiple phone calls and sent brochures. We have a live voice answering our phones 6 days a week to set up free estimates for projects. My email **************************************** is live and active. 

• Initial Complaint

  Date:03/26/2025

  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.

  In early December 2024, Long Fence provided an estimate for $850 to ***air a gate on a vinyl fence they installed around 2019, with a note promising work before Christmas. After no communication from them following their visit, I began weekly follow-ups in January 2025 across multiple offices, always promised callbacks that never came. On February 19, I contacted our salesman, Silver ******, who downplayed the delay and scheduled the ***air for March 3. The gate was ***laced, but by March 7, the locking mechanisma flimsy "gravity latch" with two small screwsbroke under normal use, which Silver ****** later admitted was inadequate.I ***orted this to Silver ****** on March 12; he promised to reschedule ***airs. Shortly after, a *** named ******* ******** called, acting concerned, requested photos (which I emailed), and assured follow-up. Instead it was me who had to follow up, and he responded me a generic email about an open "service ticket". That was March 12th. Since then, no progressSilver ****** ignored my texts on March 14 and 20, and its now March 26. Critically, Im in a wheelchair, and this gate accesses my ramp for exiting the house, a fact Ive emphasized to all parties involved throughout the process. Long Fences negligence has left me unable to use it since March 7, severely limiting my mobility. They feign care on calls but fail to act, showing consistent unresponsiveness and poor service.

  Business Response

  Date: 04/03/2025

  The customer has accepted a $200 credit on the project. They are calling us on 4/3/25 to pay their final bill. 

  Customer Answer

  Date: 04/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** **********
  
  

• Initial Complaint

  Date:10/28/2024

  Type:Product 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 want to get a refund for the materials that was not used on my property when the guy arrived he I asked him was that all of the materials for my project and he stated yes that's what I paid for I haven't gone very many people. When your job was finished there were a lot of material that was not used there were six pallets of fence exposed with the top and bottom that was left over and not used therefore I am asking for my refund of the extra materials then I paid for that I did not keep the guy then changed and said oh this is for another job trying to justify why he was keeping the materials I believe that the Mexicans guy was keeping my materials for himself therefore I want a refund for all these materials or have them sent back to my property because I was overcharged

  Business Response

  Date: 11/14/2024

  The crew installing the fence had 3 installs that day. The customers materials were installed. The other materials on the truck were for other projects. We can meet the customer and measure what was installed to verify it matches her contract. 

• Initial Complaint

  Date:07/15/2024

  Type:Sales and Advertising 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.

  We had a new wood picket fence installed last September 2023. This replaced our 15 year-old fence that had been installed in 2008. The new fence was riddled with major problems since its installation. The fence had uneven pickets, caps that were not attached or uneven, unfinished edges, splinters sticking out, but most importantly, the majority of the support posts have significant splits in the wood. We have respectfully asked the company to simply repair or replace the shoddy work. After a lot of phone calls and multiple requests for pictures, the repair representative finally said that the "people above him" would not approve to replace the posts as the splits were "normal wear and tear." I indicated that the posts were like this at installation, so it could not be the result of wear and tear, but the employee told me that there was nothing that he could do. Our prior fence lasted ******************************************************************* this fence has a large shard of wood broken off and hanging off the corner of the post. We get the sense that the company is using the nice young junior employee to communicate with us because he has no authority to approve the repair work but attributes the decision to his "superiors." The company clearly doesn't want to incur the cost to replace so many of the posts. I have only attached a sample of the pictures, but almost every post is defective. We are not people who normally complain. We like to support businesses and we understand the current-day challenges, but this is unacceptable and is a major defect that runs throughout the fence. We understand that mistakes can happen. We simply want the mistakes fixed. The fence has a 12-month warranty.

  Business Response

  Date: 07/17/2024

  What the customer describes in the comments and pictures is known as "Checking". It is very common and an inherent quality in treated lumber and is not a defect. If the post were to break the Manufacturer's warranty covers replacement of the post and Long Fence matches the warranty with installation at no charge. 

  Customer Answer

  Date: 07/27/2024

  Hello.  The business never contacted me.  My apologies if there was something else I was supposed to do - my understanding from your previous communication was that the business would contact me.   Was there another step that we have overlooked?   We took a lot of time to complete a thoughtful complaint and to include photos for support.   Please let us know how to proceed.   Thank you. 

• Initial Complaint

  Date:05/02/2024

  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.

  So, let me start with pavers are dirty when they arrive. So you cant really tell the color till its done. We asked for a mocha border and they clearly installed charcoal. They are making it seem like its my fault for their negligence. I explained to this ***************************** that I was having problems and I have a text message thread. He said he would look into it. Which he never did. This ************* that works there is so difficult to talk to its like he wants you to get so mad you just go away. They did not finish our sitting wall on Thursday because the sitting wall had two different shades of mocha. so the installer said Monday. Monday comes and no one shows up. I call this ************* and he is clueless. He tells me Tuesday. Again. No one shows up. So I have to call back and talk to multiple people acting like they have no idea what I am talking about. So they finally come out Friday which is way beyond the contract install time. I sign something of which I get no copy. I was clear with ******* and *** that we can keep the border charcoal if you refund me on the labor it would cost to change it. No one ever got back with me. I never got an apology or sorry or any type of accountability. They are accusing me of being colorblind. I have photos of everything. They lied to me multiple times and was talked to poorly and rudely. Then they wonder why I get upset. Being lied to will make anyone extremely ****** off.

  Business Response

  Date: 05/08/2024

  The Customer was issued a $500 credit and has signed off on the completed work. See attached documentation. 

• Initial Complaint

  Date:04/23/2024

  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.

  Long fence was chosen for our neighbor's fence installation - and we confirmed that we did not want footers on our property or anything touching the shared property line.Long Fence (or its subcontractor) chose not to make measurements before installing the fence - and there is a portion of the fence that is on our property. I have contacted Long Fence before they finished completing the fence, and specifically asked for them to do their routine stake to stake measurement. ***** (Sr. **** President) said they would do this before they finished the fence over the phone (April 16 - I was out of town on Navy Orders during the installation) and if necessary move the fence so it was not on our property. This was not done as discussed and the fence was completed on Friday April 19th. I called ***** again on Sunday April 21, and he said they could not get this measurement done before they finished the fence, but that they would come on Monday April 22 to measure the fence and the property lines. Since the fence is now completed, the only way to reach the rear stake is now to cross several neighboring properties including our own.On Monday April 22, a different ******* (along with a couple laborers) was sent, who was told by ***** to "move dirt." This was confusing as we had discussed simply measuring from stake to stake to confirm property lines. In my own measurements, the fence posts are on our (neighboring) property and the footers are way beyond the property line, and this was measured with ****** as well on Monday April 22.I have not heard back from ****** (******* sent to "move dirt") or *****, neither of which have returned calls today.We are asking Long Fence to respond and act immediately, before we consult our real estate attorney.

  Business Response

  Date: 04/30/2024

  Mr. ***** is a neighbor to our customer. The property pins are in place and the fence was installed on our customers property. ************** should contact his neighbor directly for any issues with the fence. We are not responsible for property lines per our contract with the neighbor. Thank you.  

• Initial Complaint

  Date:04/10/2023

  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 vinyl fence November 2020 that has a limited lifetime warranty. In December 2022 the driveway gates broke. Long Fence advised that the damaged fence would not be covered under warranty because it was considered an act of God because the damage occurred when there was a storm. I disagree with this response as the driveway gates have been replaced and the new gates have held up perfectly to several severe storms. I as well as two other fencing contractors feel that Long Fence used poor quality material (poor quality hinges and vinyl) for the size of the gates. If it were an act of God, why were just the driveway gates damaged and no other property damage? The neighbors did not sustain any property damage either. I believe that due to the poor quality material and the size of the gates, the material was weakening over time and finally broke. I would like to be refunded the amount that Long Fence quoted to replace the driveway gates.

  Customer Answer

  Date: 05/04/2023

  Please see attached warranty information.

  Customer Answer

  Date: 08/11/2023

  Please see attached warranty.

  Business Response

  Date: 08/16/2023

  The gate was unlatched and came off during a storm. This is not under warranty. 

  Customer Answer

  Date: 08/20/2023

  The gate was attached and it was not a severe storm.  How do I escalate this complaint?  Court?

  Customer Answer

  Date: 08/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The gate was attached and it was not a severe storm.  How do I escalate this complaint?  Court?

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

  Business Response

  Date: 09/08/2023

  Gates don’t  just break. I they are not latched or not locked any bit of wind can cause the gates to break by slamming against the gate posts. 

  Customer Answer

  Date: 09/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  He is correct, gates don't just break, hence the complaint being filed with the Better Business Bureau!  The material was obviously not strong enough for the size gate!

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

• Initial Complaint

  Date:03/01/2023

  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.

  Bought a fence from the local long contractor, the installation team cut a cable and left it visibly sticking up out of the ground. They did not inform me, nor will they answer any calls about the issue. ]

  Business Response

  Date: 03/30/2023

  We have a clear Miss Utility Ticket. The customer was provided this information. The issue is between ******* and WV Miss Utility. 

  Customer Answer

  Date: 03/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:11/02/2022

  Type:Order 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 paid a cash deposit of $1815.00 for a fence to be put up in my back yard. I've been laid off and won't be moving forward with the job. The sales rep Steve B**** (******@longfence.com) informed me that I'm allowed to back out of the contract due to "hardship". This was great news. I was informed by Theresa M***** (*******@longfence.com) and Steve that management was notified and will process this the payment. However, I've yet to hear back from management and I have no clue is this has been processed. This is an urgent matter. Please assist in expediting my refund.
  Desired Settlement:
  

  Business Response

  Date: 11/23/2022

  This contract was cancelled, and the refund has been processed. It takes 7-10 business days and will be mailed to the customers address. 

• Initial Complaint

  Date:10/13/2022

  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.

  On May 5,2022 I signed a contract with Long Fence to have a new fence installed at my home. I was informed it would take about 8-10 weeks to get to my installation so I waited until August to reach out to them about the status of my project since I received no prior communication. I was put on the scheduled for install the falling week only to be told on the day of installation they they did not have a crew. Two weeks went by and heard nothing so I reached out and was once again scheduled for installation only for it to be canceled again and two additional times. I was fed up, frustrated that I waited all summer for this installation and put my other projects for this area on hold so I requested the contact to be canceled and my deposit refunded to me. I was told that I needed to speak to Barry and an email would be send but did not receive a response from him so I called again. Later that day Barry contacted me and apologized and said he could offer a discount for my inconvenience but he would have to get back to me about it three days later which was a Monday. I once again didn’t hear from him for a week and decided that if this was the way I was going to be treated it’s best that we cancel the contract and go our separate ways. When I finally spoke to Barry he understood and agreed to cancel the contract and refund my deposit to me; he told me the accounting department would be able to place my refund back in my card and gave me the impression it would be a quick process to receive my refund. I once again left a message for Barry two days ago with no return call and I still don’t know the status of my refund. All I want is my money returned to me and to cut ties with this company. The service I have received from this company has been unacceptable and disappointing for a name this large.

  Business Response

  Date: 10/18/2022

  We cancelled this order on 10/7/2022. The customer has been informed of our cancellation policy as it relates to their refund being posted back to their credit card. Tell us why here...

  Customer Answer

  Date: 10/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************************