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:06/25/2023

  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.

  I had a vinyl fence installed last summer. It sways in the wind and is leaning in several places because it was improperly installed.

  Business Response

  Date: 06/30/2023

  I received ****************** complaint on Monday, June 26th.  It took me through Tuesday, June 27th to interview all employees involved with his job to gather information.  I called ************** on Wednesday morning, June 28th to let him know that there was miscommunication involved in not responding to his fence installation concerns in a timely manner. 

  What happened is ************** emailed our sales estimator on May 8th informing him that his "fence is leaning in several places, and the part where it's anchored to the patio sways in the wind."  **** forwarded ****************** email to our installation manager, but our installation manager mistakenly never saw the email.  Then, on June 9th ************** emailed our sales estimator again asking for our installation manager's contact information.  Our sales estimator gave ************** our office phone number so he could call to contact our installation manager, but ************** mistakenly sent a text to this number.  It wasn't a text-able number, so our installation manager obviously never received the text.  

  I explained this to ************** on Wednesday morning, and therefore, he understood why we hadn't contacted him.  I assured him that we would address his installation concerns and met with him the following day, Thursday, June 29th to find out his concerns. 

  There were two posts that were loose, one on the concrete patio and one in ground.  We fixed both posts while we were there.  The next day, Friday, June 30th, we returned to align the top of the fence panels on the right fence line in two areas of three panels each to make the fence line look aesthetically pleasing.  I texted pictures to ************** of what we did and he responded by saying "Looks good.  Thank you." 

  I also left him a voicemail letting him know that I'll call him in a couple of weeks to see if the three panels that have a bow in them still have a bow.  His panels are made of a plastic called polypropylene and the color of his fence is "Black Granite".  I explained to him that dark colors especially will sometimes bow due to heat absorption.  A little bowing is normal, but excessive bowing isn't.  If the three panels still have excessive bowing in a couple of weeks, then we'll have to contact the manufacturer on his behalf to file a warranty claim.

  Customer Answer

  Date: 07/03/2023

  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,
  
  *********************