Complaints

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called ******* location No phone quotes allowed Had to Come out Scheduled app, modified my work schedule and asked that they bring real samples *************************** arrives- No samples, brochure only which I could have viewed online Pick special order materials, **** states cant quote you have to get a quoteWhy are you here????Weeks go by, I call asking for quote on 3 occasions, months later still nothing but wasting my time Neighbor used them, he is in his 90s Told him they had to pull permit *** starts fining him as no permits were pulled and he now has to tear the brand new fence down

  Business response

  08/08/2024

  ..Mr.*********************, yes, had an appointment for an enclosure for his garbage cans.When I arrived for the appointment, ************* demanded samples of the fence that he wanted. Bufftech. The fence style ************** wanted was a material from a vendor that I have never sold before. I informed ************** that we did not have any samples, and ************** became somewhat enraged. There are dozens of styles,and patterns, and colors that it is unreasonable to think that I was able to have all the samples. I did have in my possession the catalog for the Bufftech fencing, and asked ************** to select a style and a color, and I would send the information to the vendor for availability and pricing. Again, ************** irrationally lambasted me, USA Fence, for not being able to offer him pricing right then and there. ************** didnt understand the special order that this material was. After considering the way ************** denigrated me, and my company, it was my decision not to provide ************** the proposals he sought.In my humble and professional opinion, I thought ************** wouldnt be a customer that could ever be pleased, especially after the way he denigrated me and USA Fence. He was informed we wouldnt be providing a proposal for his 12 feet of fencing. 
  ************* brought up his neighbor's fence. Quickly, I will explain. The neighbor had 16 of wood privacy fence in his back yard damaged by Hurricane ***. He was given a proposal to replace the wood fence with 6ft tan PVC. The neighbor was warned by me that his *** didnt allow the fence style he chose but insisted on us installing it.  We didnt get a permit, because none was needed. We replaced the 16ft of fence in the same line. The *** approached the neighbor and fined him for not having the approved fence style installed. I discussed with the neighbor and gave him options to fix it, and the neighbor informed me he was taking the fence down. That is why the neighbor's fence is down. 
  
  ****

  Customer response

  08/12/2024

   
  Complaint: 22037687
  
  I am rejecting this response because:  This entire response is fictional......It is very sad that the first line of defense is to blame the consumer/customer, make up absolute false statements and simply lie to paint a false narrative to somehow make himself and his company appear in the right.  I was kind and respectful during ****'s short visit, "enraged' is 100% fictional, "denigrated me", again fictional and delusional, "lambasted me" yet again just a straight untruth, all of the response is a fully made up back story to justify his companies lack of professionalism from all points of contact.   In my call to schedule the appointment, staff were requested to have the salesman bring physical samples in ***************, the only in stock they carry is White and Light Tan so he knew before coming he did not have samples, but did not call to say or advise of this detail.  16 ft in ***************, pretty simple... I advised I was not making choices from a booklet, I could have done that online without scheduling time from work to meet, but went along with the program, chose the fence and even had it marked out on the lawn for him and measured. We simply stood, looked at his catalog, I made the choice and he left with nothing negative said period.  I waited weeks called, again a few more weeks called again and each time told "we are waiting on pricing on 16 ft of PV Fencing from the vendor as its special order", at no point did **** state we are not providing you a quote, months later they simply never did provide the quote or follow up essentially stealing my time.. I submitted this Complaint as this company does not respect you or your time and with the given response, I am very glad I did submit the Complaint as a company truly show's what its is made of in these situations, blame the consumer and create a fully false narrative around their interactions with the consumer to hope readers will side with the fictional/victim story telling of the companies talking head, in this case ****.. Very sad and pathetic response on all levels. 

  Lastly, the response also includes how they conducted themselves with my 90 year old neighbor and the response is again blaming the consumer and absolutely rejected, Interesting they told me a Permit is Required if a Licensed Vender (USA Fence CO) installs the fence, but if a homeowner does it  DIY, it is not required, they told the neighbor he required a permit and charged him for the permit then did not pull a permit, so once the *** received his Approval request and noticed the vendor he was forced to remove.

  
  Sincerely,
  
  *********************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In August 2023, *** fence installed a new pvc privacy fence and 2 gates. During the installation I contacted the manager with issues including several missing support I beams that were to be installed inside of fence posts. Fence rails that were not properly installed, fence posts that had been cut off between 12 and 22 and I wanted those replaced with full length posts and fence rails straight. I then noticed employees pouring concrete inside the fence posts and called the manager again advising him of what I had witnessed. He rudely criticized me for finding too many things wrong with their installation. I told him that pouring concrete into the pvc post would in no way compensate for the loss of integrity from cutting the posts short.I also advised him at this time that the reaction of cement and bare aluminum is detrimental to the integrity of the aluminum and the cement. He said not to call him anymore about this.He said that he would talk to someone else and get back to me with a response of how they were going to remedy all these issues.I have not heard back from him or anyone else yet as to what he intends to do about these issues.The $5,786 paid was 50%. It has been about 90 days since I talked to him.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Fence installed with up to 10 of gap at bottom (dog can run away), and uneven at top even though contract stated even top. 4x4 post only 4 in ground on an 8 fence. Gate latches installed with locks on the outside. Sprinkler line broken in several places when digging post holes. Installed north part of fence in wrong spot therefore leaving me a gap in the east side. Cut away apart of existing west fence leaving a gap on west side (text message with salesman and picture of my arm for measurement) Split boards never replaced. Bowed 4x4 post installed. Old posts cut above ground and left for someone to trip on. Concrete on one or two sides of post instead of all the way around(video available). There is more issues that were discussed with usa fence that were supposed to be corrected but they never have time, even a few no call/no show appts from management to come to this site to see this horrible work. *** sent a sub contractor who doesnt speak English and no one from company comes to make sure that the job is being done correctly. Got offered $600 credit (never applied due to zero communication) but that would not cover all corrections. Now usa is trying to charge late fees on this incomplete job. Pictures, text messages and few neighbors testimonial is available. Also another customer of theirs is claiming same issues that I got in touch with. Was not able to upload all pictures and videos and would be glad to email.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/19/22 After hurricane *** *** fence was contacted for an estimate for my fence damage a rep ****** came out and estimated damage at $3,000.00 said to place half would secure work within 6 weeks didnt hear from them, they didnt return my calls four months later called the ********* office they gave me ***** number at ************* office 2 months of conversation he has his crew come out they cant complete the work, so I ask them to return my unused portion of the down payment no response, poor customer service , tired of being ripped off they do not respond !!

  Business response

  04/11/2023

  .Hello ****************, Thank you for reaching out with this issue. The job notes I am seeing from the installers are showing obstructions in the path of your 85 of 6 chain-link Fence. I am showing the 38 of  4 chain-link and gate was installed without issue.Your contract total was for $3045 the breakdown of these charges is as follows
  
  85 of 6 Tall fencing at $18.75 per foot *Using your existing end post
  $1594 Fence
  $80 removal cost
  Total $ **** Not installed
  
  38 of 4 Tall fencing at $16.75 per foot * with 6 ******** post and one 4x5 gate
  $636 Fence
  $480 ******** post
  $235 Gate
  $20 Water line assurance
  Total $ **** Installed.
  
  
  You paid a deposit of $1561.05 minus the installed $**** Would leave $190.05 surplus from your deposit on your account.
  
  If you would please check your credit card statement to verify you should see a refund credit of $190.05 on your account.
  
  Thank you so much for choosing us and we apologize for the prolonged wait time as we are experiencing higher than average demand.
  
  ***********************
  Quality Control Manager

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Contacted USAFence regarding a warranty issue with corrosion and paint fading on aluminum fence that was less than a year old and have been ghosted and ignored when calling and inquiring

  Business response

  04/03/2023

  ******************,
  
                 Attached are photos of the powder coat that has been rubbing off along with photos of why it is rubbing off (Due to you tying rope and other things along the top rail) Despite this* We have told you repeatedly that if you bring the damaged panels in we will happily exchange them for free. You have some corrosion on your caps and hinges due to you living directly on salt water, we will happily exchange those for free also. All you have to do is bring in the parts.
  
  

  Customer response

  04/03/2023

  As I mentioned in my conversation with **** and **************** have a 4 yr old son and live directly on the canal I cannot remove sections and leave the area unprotected.

  As to the item tied on the fence those small tie ropes were drying for less than a day and were not even in the area of the fading. If you review the photos I sent you see that. I provided a lair of items needed if you can have those available at ************* location I can pick them up and have the defective items returned to you in a day  

  Complaint: 19599564
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/19/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Company failed to complete the job in 90 days. Required more than 10% down. Responded via voicemail to first certified letter and then called back and retracted their response. No response to second certified letter requesting full refund of deposit.

  Business response

  01/30/2023

  ********************, we were a standard 4-8 weeks out on install when you signed with us for your wood installation. You stopped into the office six weeks into the job (approx. 42 days), and stated you wanted to cancel your contract due to the work not being started in 90 days time. We are happy to waive the standard 40% cancellation fee of the job due to the materials being a custom order wood panel in order to match the existing fencing at your home. We will only withhold the amount listed on the contract that you signed for obtaining a Charlotte County fence permit. 

  Customer response

  01/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am attaching the second letter that was sent to the business and they never responded until this response. By law they owe a full refund 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have never been on the BBB site or have I ever had a problem with any company. **** came out on 9/2/21. We liked him and the fact that they also took care of the permits. On 12/5 they came out to install. My husband noticed that the black chain link gate they installed was shorter than the fence height. No one on the site seemed to know about what we ordered. My husband had to catch a flight and the fence was mostly installed so being honest people we gave them a check for all but $541 and figured he would call **** about the gate. **** went to check and said yes you are right, we will fix it. Then the problems began. When we got back home, not only was the gate wrong, they never enclosed the white fence or put the tips on the fence that we paid for. I made many phone calls and finally after 6 months someone came to the house and we went over the problems with him. Being a team player we said we will keep the wrong size black gate but we wanted the work done that we paid for and we wanted a white vinyl gate to make up for the mess up on the black gate. He said okay and took some measurements. After 3 months without anything I started calling again with no return phone calls. Then I received a letter stating our balance was delinquent. We always pay on time and tip well for FINISHED projects. I left a message stating you are getting nothing from me. I have ran multi-million dollar businesses for almost 40 years. Contractors go to jail for taking people's money, not returning phone calls and not completing their contracts. We all know about covid. The company that I help run closed for 7 months but I answered every customers phone call. I want a $2,000 refund to cover the mess you have left us with. You people have been crying the blues with your problems, my husband got diagnosed with aggressive cancer this year and instead of concentrating on that we are wasting precious time arguing with you to finish a fence that should have been done a year ago. JUST SHAMEFUL

  Business response

  12/20/2022

  Hello ***************,
  
  We apologize and are unhappy to hear how your job has gone.This series of events is certainly inexcusable. I will personally come to your home at a date of your choosing to personally oversee your project is finished and you are satisfied. We will certainly discount the remaining balance of $541.00 and will absolutely replace your gate. You should not have to have a gate that is the wrong size. This will be handled efficiently and professionally. We are here today only because of customers like you and we appreciate you. Thank you so much for your business.

  Customer response

  01/20/2023

  ***********, thank you for answering my complaint. I appreciate the balance being written off.  Please let me know the name and phone number of the person that I am supposed to contact that will personally come to my house. Keep in mind the only problem is not just the gate. We have no vinyl tips on the top of our white picket fence, there is also a portion of the fence that we paid to put in that was never done. My husband is currently going through chemo treatments here in ********** so I am not sure exactly when I can meet someone there. I was hoping at least that somebody can come and put the tips on our white fence and then when we get down there we could discuss the gate and the unfinished part of the fence. I have attached a picture so you could see the tips that are missing from the fence, none of them were ever put on. 
  

  
  

• Initial Complaint

  07/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have been working w USA fence since 3/22/22. They have returned very few phone calls since receiving our deposit of $5753.30. No fence. Always another excuse. We cancelled the fence on 6/21/22 by phone talking w Cody and requested refund. Emailed 6/25/22 to Eric again requesting refund. Today 7/8/22 spoke to Cody and he said Caroline,not he is responsible for refund and she not there today. Can you assist us?

  Business response

  08/19/2022

  Business Response /* (1000, 9, 2022/08/03) */ From everything I can see on this. This has been refunded. It looks like you also disputed the charge.

*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. ↩