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Business Profile

Fence Sales

Southway Fence Company
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/31/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 gotten in contact with Pete and Paul about fixing my first door on my fence they look at it said the big screw broke off even thought I have lifetime guaranteed on it cause its vinyl they said only material I would have to pay 125.00 to come out to take door apart and put screw in I said ok cause I paid a lot for this fencing now today because they did not put new screw in the door wont stay on the hidges all broke off I need help they said it will be 6 months to get some one out here its been over a year help please

    Business Response

    Date: 08/19/2024

    Company contacted BBB and stated that this has now been resolved.

  • Initial Complaint

    Date:12/04/2023

    Type:Order Issues
    Status:
    Resolved
    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 March of 2023 I began getting estimate on a chain link fence. I had just got a ****** ******** puppy .I decided to go with Southway fencing because they had been in business in Canton for long time. They were hirer on their estimate but I wanted it done right. Pete ****** came did the estimate first of April.it was $8050.00 for a 6 foot powder coated black fence. I signed the contract after he left I realized he had over 100 square footages to much. From this day forward dealing with Mr. Pete ****** was a nightmare. I went to canton office and gave a deposit of $4050.00on 4/11/223.I realized I didn't need a 6-foot high fence.I talked to Mr. ****** several times for the new contract and the price. Never received one On 5/30/23 they were to come install post ,I texted Mr. ****** again no response. On 6/1/23 they installed the fence, I called and texted Mr. ****** again. The back post were all different lengths from 10 feet 4 inched to 5 feet 6 inches. The hardware to the gates was bare mental I was supposed to have powder coated black hardware. I still had no new contract Sent him 2 video's.Mr. ****** kept giving me empty promises about making the fence right. On august 3rd I sent him a text I was done waiting on him to fix my fence and to stop sending me a bill. I had sent several e-mails to billing telling them to stop sending me bills because the fence was never completed. On August 15th Mr. ****** came with a crew and said he was going make it right. He said they were adding the 2 inch poles like I thought I was paying for .Mr. ****** left .After they were done I walked around took pictures of the fence sent them to Mr. ****** it was a mess. I had 2 inch poles with 3 gates made from 1 inch poles and all the poles were scratched and dented. Mr.****** spray painted the fence. This took place from April till August 15 2023.I have over 16 text messages to Mr. ****** 12 pictures and 2 video's. I don't fell they preformed on the contract broke it August 3rd.

    Business Response

    Date: 12/19/2023

    Hello, I am responding to the letter we received from the BBB regarding ****** ******.  Although we feel our project with ****** was completed to our contract terms there were several issues that we have dealt with internally with our staff to make sure this does not happen again.  The lack of timeliness on the project from start to finish was not acceptable and the communication with her sales rep was less than the standards we set here at Southway Fence Company.  For 50 years we pride ourselves with customer service, but once in a while one does get away from us.  Our goal in that case is to make it right with whatever we have to do.  In ******'s case we feel we have done that.  She has a balance owed of $2025.00 to us.  We have credited her account the full amount for her troubles.

    Throughout our 50 years we have learned from mistakes, and this is no different.  We do over 1000 projects a year of all sizes from $250.00 to $2.5 million dollars.  We treat them all with the upmost importance.  We have talked about this internally & will make adjustments to insure it does not happen again.

    Please feel free to reach out to me directly if needed.

    Thanks, Pete ******** ***  Vice President. 330-353-3876

    Customer Answer

    Date: 12/20/2023

    [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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ****** ******

Southway Fence Company is BBB Accredited.

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