Complaints

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  BBB complaint I hired this company to install 536 feet of Privacy fence, and 6 gates. The owner asked me to pay for the materials in advance. Before doing so, I specifically told him that I did not want to use wood purchased from ***** Home Improvement because I did not care of the quality. The owner assured me that the material would be purchased from a local lumberyard. I paid for materials and the work was scheduled. The owner assured me that me that he would be onsite each day of the installation. Work began on 8/14/23, but the owner did not come on site during any part of the installation. I raised concerns with the owner and the crew foreman about the quality of workmanship and materials, specifically point out that the 2x4’s were crooked and misalignment of 4x4’s, As I would come to later learn, part of the alignment problems was due to wood warpage; warpage that existed prior to installation. The owner and his wife, came to view the completed job, and both express their unhappiness with the quality of work. The owner promised me that he would it fix all the problems. The owner also told me terminated two of the three men on the crew (one of which was the foreman in charge to oversee the fence installation) for doing such a poor job. The owner made two visits to make repairs, and promised to come back with an additional tool. He never returned to make repairs. The owner will respond to this complaint that his crew did a great job, and that the problem is with the wood warp. He’ll say that the warped wood is the result of the manufacture's kilning process and not his responsibility. But the owner’s crew did not install the wood straight and plumb, did not build the gates correctly and exercised poor judgement to install warped wood. And, as I later for out, the wood was actually purchased from *****. The owner should take responsibility and refund my money.

  Business response

  03/04/2024

  Sir, we are sorry you are unhappy with your project. Per your signed contract "contractor shall not be responsible for natural wood rotting, warping, splitting and twisting." The project in question was installed to code, passing your pool inspection. Again, we apologize you're unhappy with the final project. 

  Customer response

  03/05/2024

  
  Complaint: 21374165
  
  I am rejecting this response because:

  1.  The materials were warped before installation.

  2.  Warping does not account for the poor workmanship.  Please review the photos to see that the fence is not level nor straight. 

  3.  Product was purchased from Lowe’s, even after explicitly being told that is would not be.

  4.  The gates passed pool inspection only after letting the inspector know that you promised to resolve.

  5.  You and your wife’s own admission that YOUR TEAM did a terrible job with the installation.

  6.  Had you been onsite at anytime during the installation, as you promised you would be, I am certain I would have gotten a much better result than what this looks like. 
  

  7.  The signed contract was not the contract that was used for the work performed.

  8.  Contract states that the work shall be performed with “professional standard”.  This was not done with professional standard.  There are numerous responses in the Facebook group to substantiate that, as well as feedback from other fence installers.

  Bottom line is that the team you hired to install my fence failed to do with professional standards, so much so that you fired two of the men (One of which was the foreman in charge of this operation).  Had you been onsite supervising,  you could avoided all the mistakes.  Take responsibility for YOUR TEAM’S mistakes!

  Sincerely,
  
  Derek *************

*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. ↩