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Complaint Details
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Initial Complaint
06/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We had our fence replaced by Royal Fence. After the work was completed and paid for I contacted them about repairs that needed to be done. A few of the planks needed to be replaced due to damage as well as the main gate was not hung properly and can only be opened and closed by lifting it, and even then it is very difficult. We contacted them multiple times - leaving voice mails and sending multiple text messages (their preferred method of contact). I received a text from them on Wednesday, May 24th stating that they would have the crew out "this week". (copy of the text is below) Nobody showed and since then there has been no contact from them.Customer response
06/22/2023
Better Business Bureau:I am writing to update on my complaint. ***** from Royal Fence reached out. Apparently there was a miscommunication and our account had been filed as complete. ***** made arrangements to have the repairs completed on our fence
and has extended our warranty to make sure we do not have any other issues. I am happy with the results and no longer have a complaint against this
company".Sincerely,
*****************************Initial Complaint
05/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
The company applied for my permit in May of 2022. Installed my fence in October 2022. The permit expired in January and they had not had it inspected as required by the city. They were alerted to this in February and said they would file the extension form and get it inspected. They incorrectly completed the extension form so I still cannot have my fence inspected. I have called them/ messages them every week since with no answers or resolution. My double gates also dont open all the way due to the way they were installed on a slope but my bigger issue is the breach of contract where they have no completed the permitting and inspection even though they have received a full payment in October 2022.
Business response
05/11/2023
HI *********, I will have this permit taking care of. We will send someone to look at gates.Business response
05/11/2023
HI *********, I will have this permit taking care of. We will send someone to look at gates.Business response
05/11/2023
HI *********, I will have this permit taking care of. We will send someone to look at gates.Customer response
05/12/2023
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,
*********************************Initial Complaint
04/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After Hurricane ***, the fence on the west side of my property, on both sides of the house, was damaged. I got a quote from Royal Fence on 1/18/23 for $1,000. On February 23rd, after speaking with ******* at Royal Fence, I dropped off a check for $500 in the locked mailbox. ******* mentioned, during the conversation, it may be 4-6 weeks before my job would be put on their schedule. The check was cashed on Feb. 27. On April 5th, I called and spoke with ******, who informed me that ******* was no longer working for the company. ****** mentioned several times during our conversation that she was new. She was unable to give me any information on when the job would be started, and it did not seem that she was able to find any record of my job on the pending list. ****** assured me that she would have someone named ***** contact me. I have received no phone call, from anyone in the company. I have left many messages. I would like to have my $500 returned to me. I have no interest in using this company for anything.Business response
05/08/2023
The job has been completed and our customer was satisfied with the work.Initial Complaint
02/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I signed a contract to replace my fence in December. I knew that they were busy. I called 2 or 3 weeks ago and they said it would be done next week. Later I called and got voice mail. I have left messages with no response. Yesterday they partially installed my fence. I need my gates so people can get to my pool and yard. I am very frustrated!!!Business response
02/23/2023
Materials were delayed. We spoke with customer and informed that gates are being built and will be installed next week. Thank you.Initial Complaint
01/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
At the end of September 2022, hurricane *** damaged my fence. I called Royal fence to get it repaired because they put it up originally. In October they said it would cost $700.00. On 11/3/2022 I gave them a check of $350.00 as a deposit. On 12/6/22 I texted Royal fence to see when they planned to fix my fence. They said "Hi ***** we are planning to do it in the next two weeks in between jobs." On 1/2/23 I texted them asking when they were coming and got no response. On 1/10/23 I texted them asking when they were coming and got no response. On 1/19/23 I called the Royal fence number. No one answered, so I left a voicemail. They never called back.Business response
02/22/2023
Hi suppliers didn't have the material in stock and it took longer than anticipated. Estmated delivery is next week. as soon as received we will have the fence fixed. Sorry for the delay. Thank you.
Customer response
02/22/2023
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. I understand about the delays, but please let me know what is going on from time to timeappened lately.
Sincerely,
***********************Initial Complaint
12/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
10-20-2022. Made a deposit to get fence fixed of $ ****** from an estimate of $ ****** Try calling them 3 times never responded my message. Just need the fence to be fixed. If not return my money. Told me 3 to 6 weeks? now is going on 8 weeks I know they must be bussy , but at least call me back, that to my opinion is very ignorant. Very disappointed. ****Initial Complaint
11/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Contracted Royal Fence to install a fence in my yard. *** has many rules (which they are aware of). After installation I found many issues. Contacted them via email on 10/11. The largest issue is that my fence is NOT on the lot line, which is required by the **** One side is 7 inches off the lot line and obvious since the lot pin is sticking up out of the ground. Originally they didn't want to fix it, then said they would (10/19). I followed up the in person visit with an email. Our agreement was due to the hurricane, as long as they stayed in contact with me, they could postpone moving the fence to the lot line. I have not heard from them since 10/19 even though I've emailed them again. The paperwork that I submitted to the *** (from them) shows the fence on the lot line. Attached image will show the one side with the fence post and the lot pin. We are also missing a post cap.Business response
11/15/2022
Hi *** as we mentioned in our previous conversation due to the hurricane we were experiencing some delays which is why we weren't able to schedule a repair date. We did suffer damage to our shop and office making us delayed as well. ***** met with you in person and discussed everything that needed to be done and agreed that will be done at a later date, we do apologize for not replying to the email with the hurricane we are currently experiencing a high volume of calls and emails and sometimes some emails get lost. Due to the situation we will be reaching out to you privately with a scheduled date to due the repairs as requested. Thank you!
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Get a QuoteCustomer Complaints Summary
7 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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