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:05/24/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 requested an estimate for a fence install from *********** Profence Solutions got the referral and responded. I accepted their bid of $6800 for the specific install area. I was present upon the arrival of the install crew and mapped out the area and responded to all questions. I had specifically taken time off from work to accommodate their change of installation dates. The install took three days of which I was on hand all three days. Not once did I encounter any management or supervisor on-site during the install. Only one of the crew spoke broken English and I speak no Spanish. Difficulty in communicating. The problems encountered upon completion are as follows:We specifically wanted a 7' wood fence but they required me to pay for 8' and then it was cut down to 7' height and installed. I instructed them to leave the wood cuttings from the 8' slats reduced to 7', for my use, and they didn't.1.) first the walk ********* was hanging crooked after the adjusted it the swing gate is now crooked, top spacing is 2+ and bottom spacing is 3+ from pole; 2.) wood fencing isn't on property line but inside property line by approximately 1 foot on the side and two feet at the front of the lot; 3.) slats have black mold marks on wood and dozens of knot holes blemishes which they tried to cover with white chalky substance;4.) the one foot space between the swing and walk in gate wasn't done.5) wood fence being attached to the side of my house instead of a wood post, damage to rain spout and shutter at window;6.) fencing was not leveled by highest point but zigzagged conforming to slope of ground.

  Business Response

  Date: 05/30/2024

  To BBB:
  I am writing this letter in response to a recent complaint from our customer *********************************.  The project was ordered on 3/19/24.  Pro Fence agreed to install week of 3/25-3/29/24.  On 3/25 we contacted the customer and scheduled install date of 3/27/24 and work as stated on the contract was completed on 3/29/24.  On 4/7/24 we received an email from customer stating that the only concern he had was that one gate needed to be adjusted.  We sent one of the owners to address the gate issue.  The owner, ****, agreed the gate was slightly too big and told the customer we would happily make a new gate.  **** made the new gate and went back and installed it on 4/17/24.  
  On 4/19/24, we received another email from the customer with more issues that were never previously discussed, including wanting us to move 30' of wood fencing closer to the property line.  In our contract(photo attached) it is the customer's responsibility to determine the placement of the fence and to be present during the installation process in case any issues should arise.  Knowing that we do not legally need to move the fence at our expense,  we were and still are willing to move the fence for him to make a happy customer, however the customer is unwilling to meet with us.  We would be happy to fix any concerns the customer has and try to make the customer happy, but if he's not willing to meet us on site and be present to make sure everything is taken care of, we are at an impasse.  We would like nothing more than to resolve this quickly and move on.  Please feel free to contact me if you have any further questions.  
  Respectfully,
  *************************
  Pro Fence Solutions 
  *************

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21757762
  
  I am rejecting this response because:
  1) Email Communication wasn't an issue with the Ackermans throughout the entire process of the project from first contact for an estimate to completion of the installation. I've never met the ********** in person. Email communication was the sole form of contact coupled with three or four very brief phone Convo. Attempted phone contact initiated by the ********** went unanswered due to my unavailability during employment hours. However, if the contact resulted in a voice mail requesting a response, as you can see, said attempted contact was always followed up, by me thru email. 
  2) The request by ************************* to meet in person was impossible due to a death in the family which required me to travel out of state. 
  3) I requested that **** see to the corrections while I was out of town and gave him my express permission to enter the property at his convenience. All corrections were mapped out for him, from the property line to red "X's" on the slats to be replace. 
  4) ****** request that I be on-site throughout the time necessary to commence and complete the corrections is an unnecessary burden on me and my time which is just as valuable as his time, of not more. Upon completion of the corrections it is more then reasonable that I'll be available at an appointed time to inspect the work with **** and sign off on satisfactory corrections.
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/05/2024

  Here is some documents pertaining to complaint#********. 

  Business Response

  Date: 06/18/2024

  We would be more than happy to schedule a day/time, at the customers convenience when he returns from out of town, to address the issues and try to resolve the problems so we can all move on.  As previously stated, we attempted to go out and fix issues without the customer present and this resulted in the customer still not being satisfied with the work done.  Therefore it is now necessary for the customer to be present during the work to ensure customer satisfaction and pro ********************** not making repeat trips.  

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21757762
  
  I am rejecting this response because: I am unable to be on-site for the needed changes as they are requesting due to work, on going appointments, etc, however, the resident will be home and is aware of the necessary changes and more then willing to be accessible. All changes are mapped out with boundary lines and boards to replace with a red marker. I have authorize ProFence to enter the property to do the requested changes. The property has camera surveillance so I can verify the changes were performed to the contact specs. ProFence did attempt to correct a crooked gate but the correction is with problems. I shouldn't be required to hold their hands to make sure the work is accurate since as demonstrated when I did take time off work, and was accessable (and lost three days pay), they performed the work to their interruptation and not the letter of the contract. 
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 06/28/2024

  ******,  
  I'm response to your communication id like to submit that I am accepting the response of ProFence in making the necessary adjustments to the fence and I'm willing to meet with him at an agreeable time and place at the location to go over the changes. 
  Thank you, 
  ***********************************
  *********************;
  **********************
  ******************************* 
  

  
  

  Business Response

  Date: 07/09/2024

  We agree and are willing to meet with the customer on site to fix his concerns.  We will reach out to ************************ to schedule a time to meet.

  Customer Answer

  Date: 07/10/2024

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

  Customer Answer

  Date: 10/01/2024

  Re: regarding previous BBB complaint #********. 1) Email Communication wasn't an issue with the Ackermans throughout the entire process of the project from first contact for an estimate to completion of the installation. I've never met the ********** in person. Email communication was the sole form of contact coupled with three or four very brief phone conversations. Attempted phone contact initiated by the ********** went unanswered due to my unavailability during employment hours. However, if the contact resulted in a voice mail requesting a response, as you can see, said attempted contact was always followed up, by me thru email. 2) The request by **** ******** to meet in person was impossible due to a death in the family which required me to travel out of state. 3) I requested that **** see to the corrections while I was out of town and gave him my express permission to enter the property at his convenience. All corrections were mapped out for him, from the property line to red "X's" on the slats to be replace. 4) ****** request that I be on-site throughout the time necessary to commence and complete the corrections is an unnecessary burden on me and my time which is just as valuable as his time, if not more. Upon completion of the corrections it is more then reasonable that I'll be available at an appointed time to inspect the work with **** and sign off on satisfactory corrections. 5) On 5/12/24 email contact 6) On 5/18/24 email contact 7) On 7/12/24 3 email contacts 8). the 7/22/24, On site meeting.... 8) on 7/24/24 email contact 8) on July 28 email contact.. 9) As of today, 9/30/24 I'm still waiting for the contact and corrections **** ******** agreed to in a verbal on-site in-person contact. Following emails attest to that. I've waited in good faith since May 2024 five months to have Pro fence Solutions, *** live up to their contact and commitment to no avail...

  Business Response

  Date: 10/07/2024

  **** sent an email to Mr. ********** on 7/24 with a list of items they discussed to be fixed.  **** stated in the email that if Mr. ********** agreed, to let **** know and we would get it scheduled.(see attached email)

  Mr. ********** has not emailed, called, or texted since 7/22.  He has the contact information for ****, **** and **** in the office.   We are still willing to perform the work if Mr. ********** would respond to writing to the email agreeing to the items he and **** discussed and **** will get him scheduled.

  Thank You,

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

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 21757762
  
  I am rejecting this response because: On July 28th 2024 I responded to **** ******** and sent a corrected version of the diagram he submitted to me, requesting that if he agreed to the changes we discussed on the 22nd of July and requested he contact me to get it scheduled... There has been no response to my email what- so- ever.
  
  Sincerely,
  
  ****** **********