Business Profile
Fence Contractors
UEC Fence & DecksThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
08/16/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
February 14, 2022, Luis Lopez, representing UEC Fence & Deck, arrived at house to supply estimate for a backyard fence and composite deck. February 23, 2022 the contract was executed through e sign documents. Luis Lopez acknowledged receipt of requested deposit of $16643.68. To date we have had to chase Luis Lopez for a start date. Eventually, patience wore thin. Approximately, July 7 we asked for total refund of deposit paid. July 20, Luis Lopez responded the refund process is 10 - 15 business days. July 23, Luis Lopez stated he will personally deliver the deposit money by August 5. He did not show. To date no communication. He has continually lied and misled us.Initial Complaint
08/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Paid UEC 50% deposit in March 2022 for split rail fence, privacy fence, 35ft x 10ft pergola with polycarbonate roof & gutters, and garage staircase realignment. Received last communication from Luis Lopez was on July 26 … “Good morning, I was unable to work at all last week becayse of the heatwave me and the crew took off from Tuesday and are back to work today. We have some buttoning up to do on some projects we started before the heat wave then we're heading there.” Since then - I’ve left messages with UEC several times for updates - but no response. Request BBB assistance to have UEC properly install the fences, pergola and realign staircase per contract and complete the projects before the end of August 2022.Initial Complaint
07/18/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Universal installed our original fence in 2019. In 2021 we noticed some damaged slats and posts and reached out to the installer to check about repair. We received a quote by email for the work, and on September 9, 2021 we placed a deposit for $750 to in reference to their quote # 2328. We were told work could begin in 12 weeks. We have been calling, texting and emailing them since this date. Luis (The owner) has continually apologized, explained that he is running on a skeleton crew and materials are on back-order etc... This went on until June 2022. On June 27, 2022 - I requested that Luis just give us a refund. He wrote back and agreed to do so, apologizing again etc... But we still have not received anything. His voicemail box is full. His website no longer works. And he is no longer responding to my texts. Yet as we understand from other neighbors in our community - he is still doing work and building new fences. We simply want our money back.Business response
07/26/2022
Mr. ******* is 100% right about everything mentioned on here. Although we try our hardest to try and answer every client every day, it has become a challenge because of the issues that Mr ******* has mentioned. I do agree that his refund should have been issued by now. We've had more than 6 refunds we've had to return and it has gotten to be complicated being able to work with my credit card processing company to issue refunds due to all the refunds we've issued so far. I have spoken to my bank and also because of issues with checks not clearing we came up with the solution to have the bank send any refunds through a bank casheirs check. I've apologized to Mr ******* several times as he mentioned but no apology can make up for the lack of communication that I have been going though lately. Please rest assured your refund will be there within a few days. I will update this once he receives his refund.Initial Complaint
07/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I signed my contract over 3 months ago the company has told me that they would begin my deck first week in July I have tried to reach out to them an can not get in contact with anyone I already gave them a deposit which they were quick to take but the company has no kind of communication which I unprofessional.Initial Complaint
07/12/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Agreed on work on February 11 2022 which work was scheduled out 12 weeks which is understandable. It is now July 12 and no work has been started or material delivered. I tried to contact Luis and I receive little to no response. I was told work was to start 2 weeks ago and then no response.Initial Complaint
06/23/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
My name is **** ******** husband ***** ******** my family is moving waiting for our new home to be complete. Our next plan was to have a screened in deck built so we began searching for deck builders online and on BBB website and we found UEC Fence & Deck and saw good ratings this was in February 2022. We called and spoke with **** ***** who then gave us a quote by visiting our future homesite, **** ***** proceeded to advise that we need to put down a deposit because he needs to begin ordering supplies and also ensure we have a 1st slot once he receives the survey and at that time he will file for a permit in Kent County which is required in Smyrna Delaware. We set an appointment to meet with **** ***** at his Business in Dover Delaware which we found is also his home on Saturday March 26 2022 to place a deposit half of the charge amount 5168.30 we showed up to his business he was not there we called he advised he was at his kids activity and he would meet us at the Wawa in Middletown Delaware. We met him handed him a cashiers check for 5.168.30 we moved into our home May 26 2022 contacted **** ***** many many times he would ignore our calls, voicemails and emails. The voicemail box then became full we could no longer leave messages. My husband ***** ******** called him early one morning 2 weeks ago 1st week of June 2022 he answered , my husband advised it’s unprofessional not to answer and indicating we gave you a deposit 5168.30 what is going on he **** ***** stated I will call you in a week no phone call. Last straw I **** ******** called Kent county on 6/23/22 to check on the status of the permit and the representative at the office confirmed there is no permit on file for a deck. **** ***** is dishonest, unprofessional and appears to play games and has taken advantage. After receiving our deposit there has been a lack of communication from **** ***** all outreaches were from **** ******** and ***** ******** we want a full refund 5,168.30Business response
07/26/2022
My lack of communication was the cause of all this. Just 100% busy and trying to get caught up on our schedule. I believe if I just would have simply let the ***** Family know that I was delayed alot more than I said I was everything would have been fine. This client has been fully refunded. I wrote this client a check for the refund. The following Monday morning the client advised me that there was a issue with the check. Within 2 hours of the client advising me there was an issue the client was fully refunded. I want to thank this client for making it easy to refund them through cash app and venmo. By allowing me to do this they recieved their refund in minutes while we were on the phone. I also would like to let the client know that if there were any fees involved to please reach out and let me know so I can cover those fees as well.Customer response
07/26/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.
Regards,
Complaint ID: 17466655
Initial Complaint
05/24/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I signed a contract to have a fence installed on March 19, with the understanding that it would be completed within three weeks. I was told that I needed to pay the full amount in order to take advantage of this quick turnaround. The amount paid to satisfy the contract was $6,665.40. It has now been 10 weeks and I'm still waiting on the fence and little to no communication despite my ongoing efforts. From signing the contract in March to May 13, I was in the dark until being notified that there was a problem with the supplier but they ordered it through someone else (which I did not authorize). I was told that they would call to find out how much longer and will call me back that day. That was the last communication with me. They have not returned any of my phone calls or emails. When speaking with the company before signing the contact, I explained to them that this is a medical necessity and it was not an option for me to wait 6 plus weeks to get this accomplished.Business response
07/26/2022
This complaint stung alittle. When I took on this job for Mr ****** my intentions were to do the labor for free. We normally try to give out a fence every year so Mr ****** fence would've been a perfect opportunity but unfortunately as mentioned in this complaint it would've taken us much longer to accomplish this installation. The customer has been refunded in full within the specified time required in our terms and conditions.Customer response
07/27/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.
Regards,
Complaint ID: 17248278
Initial Complaint
05/13/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I hired this business to do a fence job they took my deposit in Dec they told me they would be out to do the job in March its April I can't get anyone on the phone and when I text them they don't get backBusiness response
07/26/2022
When we were hired by Mr ******* we had 4 crews running, this project definitely was pushed aside unintentionally. Again this was another client that had to go through our lack of communication. This client was refunded before the timeline ended, in our contract refunds are returned within 20 business days. While I do believe we got very close to the 20 business days. I believe his refund hit his card within the time frame. I also belive that I never got the opportunity to apologize to Mr. *******. So I'd like to apologize for everything you had to go through with my company. We have well over 200 satisfied clients I believe you have caught us at a point were things were getting rough for us. And I became overwhelmed with all the request. So again I sincerely apologize to you sir.
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Customer Complaints Summary
32 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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