Complaints

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• Initial Complaint

  Date:10/17/2024

  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.

  10/17/24- I was given a quote to repairs parts of the fence. The work done inside my gate looked nice but the outside gate that is seen to outside world looked terrible. He never told me that outside gate would not match and would not paint it and would be just some wood attached and one side, no wood would be attached. I called the estimator to tell him I was not happy with the work done. Pieces of wood were just attached to the gate. The front looked terrible. I sent him pictures. He didnt seem to understand. I sent the estimator one last picture showing that one of the pieces was just attached. It didnt look like the repairman tried to match it or cut it to fit it in the space. He just slapped it on. The fence repair men just laughed at me when I tried to explain. I took time off work and I didnt appreciate how I was treated.

  

  Business Response

  Date: 11/01/2024

  I've attached notes made on this matter trying to reach out to customer to give ******************** an opportunity to make things right with no success. Days later the owner, ****** ******** called from his cell phone (a different phone number) and **** ***** answered on the first ring. We were finally able to set up an appointment with **** to meet ****** to discuss work. He told her he definitely wanted to make things right for her. Our crew went the following morning and clean and stained the front right exterior and adjust a small bottom kick board. ****** called **** to follow up and she told she was happy with the work that was done and told him that she would contact BBB with an update of her satisfaction. 

  Note: Extra work was not charged to customer. Which is the cost of bleaching and special stain we bought from ********** and labor to do the work so that our customer can be happy and satisfied. The proposal that was written originally by the estimator states in writing and in the diagram on the proposal that the front was not to be done so our crew was just following instructions. All that matters to Fence Makeovers was that **** be satisfied and we are happy to report that as per our last communication with her she is. 

  As for the credit card fee. It is the folder we leave behind and also discussed with every customer the day before each project when asked on how payment is preferred to be made. I personally call everyone a day before and confirm the work order in detail and ask on how payment is planned to be made the day of the project. Because **** stated that it is hard to read it we asked our person contracted to write our proposals to change that to all of our computers to make it more noticeable and in color to be seen better.

  Kind regards,

  **** ******

  Fence Makeovers

  Office Manager