Complaints

• Initial Complaint

  01/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company was to replace fence (89 ft) in my house yard. Our contract signed on 11/7/23, was for a total of $2,955. I gave a downpayment personal check of $1,390.90. I owed $1,564.50. I did second payment with credit card. They charged $2,907.32. I contacted company by text informing the overcharge on 12/15/23. They responded on 12/20/23 informing they were to refund only $801.51 and were charging $400 for a tree removal plus 3.5% credit card fee. Our contract is clear about the 3.5% fee but nothing about a tree removal. No tree was removed and contract was never modified. The stump they found on their way was already seen when the inspector did the quote. Employees only trimmed a small section of the stump and were able to install the fence. The contractor is refusing to honor our contract, which requires first modification for new work order. Agreement says: "Any modifications to the original measurements and scope must be agreed upon and executed via a written Change Order signed by both Contractor and Owner". In summary, my debt was $1,564.50 plus $54.75 (3.5%)=$1,619.26; they refused to returned the $400.

  Business response

  03/06/2024

  
  Dear Better Business Bureau,
  This correspondence serves as a formal response from All American Fence and Irrigation ("the Company") to the complaint lodged by Mr. Raul ******** ("the Complainant"), bearing Complaint ID 21222299, as filed with your esteemed organization. The Company acknowledges the gravity of the allegations set forth and is keenly committed to a resolution that upholds the principles of fairness and legality.
  Upon notification of the complaint, the Company initiated a thorough internal review to ascertain the specifics of the Complainant's case. Regrettably, this process has encountered significant obstructions due to the malfeasance of a former employee. This individual's unauthorized actions led to a substantial compromise of our Customer Relationship Management (CRM) system, resulting in the loss of critical proprietary data. This unfortunate breach has temporarily impeded our ability to access certain records pertinent to the Complainant's case.
  In a parallel development, the Company finds itself at the center of an investigation conducted by the Pensacola Police Department, concerning an incident of check fraud. This incident involves the fraudulent alteration and encashment of a check issued by one of our clients at a local banking institution. While the Company cannot assert a direct correlation between this incident and the aforementioned data sabotage, circumstantial evidence suggests potential links, warranting a comprehensive investigation.
  In light of these challenges, the Company wishes to assure both the Complainant and the Better Business Bureau of its unwavering commitment to rectifying the current impasse. Efforts are underway to reconstruct the compromised records and ensure the provision of all relevant documentation to your organization at the earliest possible juncture. The Company is resolute in its intention to reconcile the disputed charges, specifically the unwarranted $400 tree removal fee, in strict accordance with the terms stipulated in the contractual agreement with the Complainant.
  The Company expresses its sincere apologies for any inconvenience or distress this situation may have caused the Complainant. We request his patience and understanding as we navigate through these extenuating circumstances. The Company upholds a steadfast dedication to ethical business practices and customer satisfaction and is determined to resolve this matter in a manner that is equitable and consistent with the rule of law.
  We appreciate the Better Business Bureau's attention to this matter and remain at your disposal for any further details or clarifications required. Further updates will be communicated as our internal investigation progresses.
  Yours faithfully,

  Johnny G 

  All American Industries LLC 

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It is our opinion and experience that this company and it's owner "Shawn" do not care about the quality of their work or the satisfaction of the customer. By reading other reviews, I now see this to be true! We contracted with All American Fence and Irrigation August 2022 to do a fence and a new sprinkler system. There were no major issues with the fence other than cementing into the drain line. See below. Regarding the irrigation system, it is our opinion that we experienced poor service and workmanship. The crew hit a drainage line while installing the fence posts and shot cement into the pipe-causing drainage back up. We then had a collapse and erosion in our front yard. They did send out a manager to look who said it wasn't their error. We accepted that. As a result, we dug a new drainage line from the backyard,through the front yard, and out to the street. It is then thst we noticed that the drain line was severly damaged. It appeared to have been torn up during the installation of the sprinkler lines. We have called the office several times and they refuse to make it right! Per management, due to the '811" clause,they are not responsible for unforeseen damages. We are asking for a PARTIAL REFUND : that they pay for the new plastic drainage pipe-no labor fee as we did all the work already.

  Business response

  03/29/2023

  We were contracted to install a fence and irrigation system for the customer, Mr. *****, and the project was completed as requested. After an unspecified time later, the customer informed us that some of his existing underground drainage lines from his home’s downspouts had been damaged during our installation work. Since this is not a standard home feature, and was not something that was revealed through our 811 service request (calling 811 is required by Florida law under the Underground Facility Damage Prevention and Safety Act for anyone digging or disturbing the ground), our site personnel were unaware of such equipment. If at all observed by the workers during the installation process, it is highly likely that they assumed these were defunct irrigation lines that were being replaced; this is all purely speculation, since the company was not made aware of these conditions by the customer, before or during the work. Upon investigating the claims made by the customer, we made the decision to abide by the terms of our written contract that, “All American Fencing & Decks LLC is not responsible for any unforeseen underground damages and it is the sole responsibility of the home owner and/or home builder to notify us of any such utilities.” We regretted to inform the customer of this decision, but it is precisely because of circumstances like this that we have such stipulations in our contracts.

  Customer response

  04/01/2023

  
  Complaint: 19595899
  
  I am rejecting this response because: this reflects poor customer service. The damage done was labor intensive - minimal financial loss. This company could do and should do better by it's customers.

   

  Moving forward, We would not recommend them based on our personal experience.
  
  Sincerely,
  
  **** *** **** *****

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with All American Fence & Irrigation aka What A fence in Cape Coral Fl. on 11/02/2022. We were given a start time between 3-6 weeks and that they never use sub contractors. That was a major factor in our decision to go with them, the other is that they said they were in Cape Coral which was local enough for us. They started without notice. They hired a sub contractor who didn't install anything per the our origial permit that they were using. They had no Idea how to install a 6" tan vinyl fence. The spacing of post ranged from 5' to 7.7'. They made three gate, per permit shoild have been 5' each but made three 3.5', 6.5' & 4.4'. They reduce one opening 18" and reversed the swing. All with out our permission and not following the original permit. We place servral calls ro everyone with a phone at the company. Finally James & Ryan came out and said it is terrible and they had to rip it out and start over again. They did, three more times, we were assured each time they would make it right. The final time they dug 6' a trench in out yard to make the fence look 6' high. We demanded to see the owner on proprty. Shawn Carter, the owner & Phil his regional came and Shawns solution was to grade our proprty down 6 inches to make the fence higher. I said something about pulling a permit & Shawn had a deer in the headlights look. After 34 days of a complete disaster, we said no via a text the next day and and he said he is out and good luck. The fencing materials are so damaged from ripping it out and reinstalling. His company also took 3 of our origial gates, 10 rails and 8 post that we were saving. They were told not to take them. I told him he needs to compensate us for them and he agreed. I told him in a text we wanted our deposit back and he said sure. We have recieved nothing. His employee said he doest care and is doing it to others. We were lied to about their license. He appears to be using Jeffrey Hodge LLC. license, invalid since 2012.

  Business response

  03/28/2023

  We were contracted to install a 6’ tan vinyl fence for the customer, Ms. ********. Due to manpower shortages, we were forced to use a subcontractor to complete the work. This is standard practice for the industry and at no time did we inform the customer that we do not use subcontractors. Nevertheless, the work was not to specification, and definitely did not meet our or the customer’s satisfaction. We agreed to fix the fencing, released the subcontractor, and sent one of our own crews to perform the repairs. Before the repair was complete, the customer called a halt to the work, told us she did not like the way the work was progressing, and informed us that she did not want the crew to return. We sent another crew from our company to again complete the work and was once again met with resistance from the customer. Each time, the fencing was removed and reset, and each time the customer expressed dissatisfaction before the work could be completed. After a final on-site consultation with the customer and our company management, it was agreed to raise the fence to provide a desired gap between fence and grade, and in addition, we agreed to regrade and re-sod the landscaping. The following day, the customer reached out and said she had changed her mind and stated that she wanted the job redone for a third time, upon which we decided to sever ties with the customer and cut our losses. There are times when the relationship between contractor and client can become strained, and no amount of good faith efforts on the part of the contractor will ever satisfy the client. We felt that we had reached that point with the customer and parted ways. As to the material that the customer claims was hers, we had agreed to give any leftover new materials that we had brought to the job site so that she could build a small outbuilding/partition in her back yard. There were only a few pieces of the original fence material that were salvageable after sustaining substantial hurricane damage, and nowhere near the amount of items that she described; all else was removed and hauled to the landfill. As to our licensing, we did in fact have a partnership with **** ***** ******** ****, a licensed and insured general contractor, but we are no longer affiliated with that entity. All of our current licensing and credentials can be obtained through the Lee and Charlotte county offices, as well as the incorporated townships located therein. 

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I entered into a contract with All American Fence. Before work started I made an effort to ask if underground utilities would be marked. They assured me that was there responsibility. The fence was removed I had. And a new Fence was installed. My internet stopped working the day they were there working on the fence. Many efforts and time was spent in contact with the internet provider Trying to see why my service was not working. Finally a tech. Was scheduled to come out to the house. I was told in person by the tech. The line was damaged or cut at the point the fence crossed over the internet cable. A temporary line was installed, then a new line was scheduled to be buried by a different crew. To make final repairs. All installation was complete from the internet provider. I contacted All American Fence. By text. They replied, saying call the office. I called the office. The representative that answered the phone stated the damage, and cost of repairs was not the responsibility on All American Fence.. they stated it was the internet providers responsibility that the line was damaged-broken. Sent another text. No reply. ( I think that number for text was the owners cell number) No reply. On second text. Sent an email to previous contact h from All American Fence. That was used prior to Fence installation. No reply as of yet. During the first text I added the bill to the text in a picture -snapshot - from the internet provider.

  Business response

  09/21/2022

  We apologies about the line that was hit, we have already spoken with the customer and went over the terms and conditions in the contract that he signed that clearly identifies we are not responsible for any unseen lines not marked by the Sunshine 811 which was done prior to the job.
  It was not a big expense, and we came to an agreement that would cover the fee to replace that line. I sent my sales manager James ****** out a week or two ago and he brought Mr. **** the money. He said he would let BBB know it has been resolved and taken care of. I can attach the contract for him if need be.

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