Complaints

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• Initial Complaint

  Date:01/04/2025

  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.

  Last year, Compass Design Build built a house in the lot next to my home. As part of that project, they removed the fence between the properties to allow our new neighbor to replace it with a fence of his own choosing. Throughout the building project, the owner of Compass Design Build, ***** ********, assured me multiple times that I will pay for the fence. When the new fence was installed, it replaced all but 48 feet of the original fence. I did not want the same fence design that my neighbor had chosen, so I had a different fence company install a different fence to replace that remaining 48 feet. I kept ***** ******** advised of the progress of my fence purchase and installation through text messages. Now, not only will ***** ******** not pay for the fence he removed, he is also refusing to even talk to **** have left him text messages and voice mail messages, but he refuses to talk to me. I have talked with his wife ******** ******** who said she would have him call me, but he will not. I had my new neighbor ask him to call me, but he will not. I am sure it is all a misunderstanding, but I would like him to explain to me what he meant when he said, I will pay for the fence. Would you please ask ***** ******** to call me and explain to me what he meant?Thank you.

  Business Response

  Date: 01/30/2025

  Hello,

  We were under contract and built a new custom home at ************************* for our client which is directly adjacent and to the east of ******* ****** at **************************  Our client desired to install a new fence around his rear and side property lines.  A portion of Mr. ******** fence was well over the property line encroaching on our clients property by over 1' (see attached boundary survey).  Mr. ******** fence was an older chain link type fence.  My client offered to remove and replace that portion of Mr. ******** fence with the same new black aluminum fence that he was installing on his property.  My client also agreed to replace the short section of fence and gate that would return back to Mr. ******** home.  The fence was bid for my client including the removal/replacement of Mr. ******** portion that was encroaching and the return section to his home.  We sent Mr. ****** the information on the fencing to be installed.  

  Just prior to installation, Mr. ****** decided that he did not want that fence.  He said that he was pursuing a different type of fence with a different fence company.  After several failed attempts and six months of trying to obtain the proper permits, Mr. ****** installed his own portion of fence this past November 2024.  Mr. ****** kept me and my client up to date on his fence progress through a joint text string.  In December 2024, my client sent me the text below in reference to a discussion with Mr. ****************** my client:  I told him in answer to his text that once he declined the fence offer we gave him, I assumed he would just do whatever he wanted. I never thought we were paying for it personally, only if the black same fence was used.
  Thanks a lot for your help

  At this point, I assumed that the fence issue was over.  My contract with my client is a "cost/plus" contract.  I was never billed for any additional fencing, nor did I ever charge my client for any addiitionalal fencing.  With that said, Mr. ****** is a very kind man.  I can attempt to see if our client, Mr. ******** neighbor, would be willing to pay anything for Mr. ******** fence.

  Business Response

  Date: 01/30/2025

  ******** is boundary survey mentioned previously.

  Customer Answer

  Date: 01/31/2025

  The Boundary and Improvement Survey provided by the builder,Compass Design Build, is irrelevant to my complaint.  During the construction of my neighbors home, the builder did not remove just enough of my fence to make room for the neighbors new fence, he removed ALL of my fence on that side, leaving 48 feet of open space after the neighbor installed his new fence.  Throughout the construction, Mr. ***** ********, the owner of Compass Design Build, told me multiple times Dont worry, I will pay for the fence.  I replaced the open 48 feet of fence, at my own expense, but Mr. ******** has not only refused to pay for the 48 feet he unnecessarily removed, but he also refuses to even talk to me after months of effort to contact him.  I just would like him to explain to me what he meant when he told me I will pay for the fence, when that was not his intention at all.