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Complaint Details
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Initial Complaint
09/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May 29, 2023 we signed a contract withLiberty salesman ********************* for a $4,832 stockade fence with a $1,000 down payment. He **** a diagram and did the measurements. We waited several weeks for the installation date. They then scheduled the work and kept postponing it several times. They started the work on a Friday, did 3 sides and then informed us they had another job on Monday leaving one side open. We called that Monday to complain and they came Tuesday. They did the work and it was horrible. The next door neighbor had a tree root and they left a whole in fence that left the fence a ragged mess. We sent the pictures to the boss (whoever that is) and he asked them to straighten the work out. The workers wouldnt leave until we paid them before they corrected the fence. We didnt inspect the rest of the job as it was nightfall. After inspection the next day we noticed the doors were not flush with the frames and a space was between them. They had no handles to open or close the doors just blocks of wood to grab to close door. One door opened the wrong way we requested as on diagram we signed. Called the salesman who came back and took pictures. We heard nothing and tried calling many times, just getting passed around from receptionist to receptionist. We are now waiting for someone to come and correct the problems and know that we will still be jerked around with this unprofessional company. We are in our 80s and worry for our safety which is why we ordered the privacy fence and sadly we are being treated as a joke by the owners.Business response
09/22/2023
We are servicing this wood fence strictly out of courtesy. Wood fencing has no warranty as per our contract. Also customer wants to change the swing of the gate. We originally installed with customer who was present at the time of installation and now wants it reversed for free.
Initial Complaint
06/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been in contact with **** from this office since 2017 regarding the fact that my doors for my fence have been falling off. ( due to INCORRECTLY installing the main pole/ anchoring system that supports the swinging door) AS I WAS TOLD BY AN ACTUAL EMPLOYEE THAT CAME TO LOOK. We have been given the run around since. Until recently when the door actually finally collapsed and came down. We have sent emails as requested over 5 times to everyone including the service email. Finally 2022 they took the doors off and were going to fix and anchor the pole to MY HOUSE. Instead of fixing the s***** job. Received a call yesterday PERSONALLY FROM **** stating door are being installed the next day . Today 6/21/22 I would be first appt at 9am and I told her that I will be taking off from work to be there for install bc .Ive had it at this point and dont want to delay anymore. Guess what. At 9:02 am I get a call for another person saying they have to cancel. I lost a days work for no reason and **** cant even have the decency to call herself. I wish there was more I can do . ****** business should be shut down . They are not professional and scammers. Oh plus I HAVE TO PAY TO FIX THIER JOB THAT WAS DONE WRONG FROM THE START.Business response
06/21/2022
This customer was in full contact with our office. we mutually agreed on a price to repair the gates. in fact the gates were removed last week and brought ***** to our shop for repair. the gates are schedualled to be reinstalled today. gates are waranteed for 6 months. this original job was done a few years ago and fall out out the warranty periodTell us why here...Initial Complaint
06/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Job taking too long. Company accepted deposit then stated work replacing two gates. Work stated 4 weeks later. I have no gates and property is exposed. Contacted Company and getting the runaround about when job will be completed. A simple job is turning into a nightmare.Business response
06/23/2022
waiting for gates to be manufactured does not qualify as a nightmare. customer needs some patience we will get it done
Under further investigation on our part, this work was 100pct completed at least 1 week to ******************************************* full.
Initial Complaint
01/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contracted Liberty Fence to install a fence. As they were installing the fence and gates I noticed that the fence was not level so I brought it up to the workers and was told that it would be addressed. The office called me to reschedule due to weather and I explained to them my concerns with the fence being level and was again told that it would be address. I had already paid $3800 of the $5400 agreed amount. We agreed that the last payment would be paid when the fence was completed. Today Jan 12th, they came back and finished the remainder of the fence insulation. When I explained that I would pay the balance when the made the corrections to the fence insulation they called the office and I was told that I need to pay before they do any more fixes. I was then asked to send photos so I sent an email with photos and addressed the issues. I received no response. The fence company sent the workers back to take the gates off and take them with them. I am not able to get in touch with the fence company and I have a fence that is not level and no gates. Please let me know my recourse.Business response
01/13/2022
we are attempting to resolve. the fence is following the pitched grade. If fence is kept level there will be a gap underneath and fence will be installed higher than 5ft from the grade as per *** ******************* fence codesCustomer response
01/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The Village Inspector and the Liberty Fence salesman was here yesterday and both agree that it is not a property grade issue but the fence is not level. They also agree that the way I was treated by the Liberty Fence office staff was uncalled for and they they should have never taken the gates back down in retaliation for me waiting to make the last payment until the fence is installed property.
Customer response
02/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Two weeks ago I sent them an email that I had a cold but not COVID and they responded to my neighbor that I had COVID and could not fix her fence now there is snow on the ground and have to wait for them to come back again I am tired of them twisting the truth. I will wait to hear from them again to fix the unlevel fence. At this point my neighbor s issues are not being corrected because they say they cant come to her house because I have Covid.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
02/02/2022
we will schedule
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Customer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.