Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/12/2024
Type: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 2/26/24 I had a fence installed on my property. The fence was not installed properly. The rods do not reach in the ground as a result the fence is just swinging. I have called numerous times and left messages regarding this issue and no one has called me back. I went in the office on 4/2 and showed pictures and I was assured that some one would call me. I gave copies of the pictures then. After another week of calling and no response on 4/9 I went into the office again and spoke with ***. I found out that **** was the one that installed my fence. They assured me that he would be out to fix the fence. I also forwarded pictures to *** at that time. Still no call or show for anyone. Meanwhile the fence is still swinging.There are holes left where my fence is located and my underground down spout as been damaged that needs to be repaired. I am requesting either this be corrected or provide me a refund so that these items can be addressed by a reputable company.
Business Response
Date: 04/13/2024
Hello *************************, I am sorry this was not taken care of faster for you, I understand that **** was out yesterday 4-12-24 and fixed the problem and I hope it is all good now, If you have anything else you need please e mail me at ********************************************************* and I will take care of it. Thank youInitial Complaint
Date:08/02/2022
Type: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 3/7/2022 we paid ******* for a 6 foot privacy fence on the street side of our house. The lumber was pressure treated and was a greenish blue color. In June the fence boards are twisting and nails popping. Big gaps in the fence. It looks terrible. My husband called upright fence on June 27, 2022 and they said they have no one to come out and look at the fence and that the wood is not under warranty Almost half the boards are twisted. The fence looks horrible. Went today (8/2/2022) to the office with my husband to see if there was anyone that could come look at the fence and was told by ***** that there was no one and the wood is not warranted. The lumber was put up wet and now I have two inch gaps and twisted boards and not to mention knot holes in numerous boards. It looks terrible!!!Business Response
Date: 08/17/2022
I can have someone come look at the fence, but ***** is correct with to the warranty on treated wood fence, It is in our contract, As for Lumber being wet and 2" gaps all wood shrinks after it dries but boards do not shrinks that much. Wood is a natural product we have no control over what will happen to it depending on weather we have had Hot Temps. and very little rain which can dry boards faster. If they would like they can e mail me there info and I will either come look or have *** come look at it. My E Mail is *********************************************************. Tell us why here...Initial Complaint
Date:07/11/2022
Type: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.
We have had problems with both gates since the *** fencing was installed 8-15-2016. On one gate the hinges keep falling out and we have to push them back in. The other gate does not seem to be lining up and is impossible to open and close. It seems to have slipped and we are unable to use it. I called the company three times on 5-16-22, 5-31-22, and 6-21-22. I talked to Amber ***** and she said the company is not doing repairs now. She said they have guys that do it on their own and you pay them. All three times she said she did a work order and it's up to the guys if they want to take it as a side job. We are very upset that nobody has contacted us. We are very disappointed in this company and feel they do not back up their product or service.Business Response
Date: 07/21/2022
Hello I am *********************** Owner of Upright fence, e have been in contact with the home owner about the problems with there fence and they was a misunderstanding with ***** in my office that she did not understand how we do things as to repairs, so after I tell her that as we are having hard times getting to repair if they are our existing customs we will take care of them, My salesman *** has been out to there home and taken care of them. Sorry for the misunderstanding with my office staff. Thank youCustomer Answer
Date: 08/04/2022
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 why I am rejecting this response appear below:
The company Upright Fence sent ******************* out to look at the fence where the post had shifted and hinges were falling out. He said it would cost me $700 and I gave him a deposit of $350. I asked about a warranty and they still have not gotten back with me. They have not given me a date yet when they will start the work.
Regards,
***************************Business Response
Date: 09/28/2022
The problem has been repaired so do not understand what is the problem.Customer Answer
Date: 10/03/2022
[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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***************************
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