Complaints

• Initial Complaint

  08/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We seeked out a company to do a fence. Fence company came out and gave us a quote. We paid half of the total quote price as in the contract. Fence company took forever to come out and kept saying they were coming but would never show. We contacted the Fence company and told them we no longer want to do business. They agreed and sated they would give us a refund. It's been over a month now and they are no longer answering our calls or responding to our texts. The amount if $4000+

  Business response

  08/10/2023

  We understand the customers issues, however, we provided two options to the customer. One included, providing him with all of the materials that have been ordered, and we have in stock for his project, we have spent money out of our pocket for the materials since the amount of the down payment did not cover materials in full for his project. we also offered a refund based on the terms that are provided on the contract which the customer signed. Both of our options were declined so at this time we have been trying to figure out a new option to provide them. A total refund we feel is very unacceptable since we did not default on the contract in anyway , there were no timeframe stipulations which required us to be on any schedule. We had delays caused by weather, labor, all of which are detailed in our contract that we are not to be held responsible for. We are sorry that we cannot provide the work, which we also offered to do mini times , but they have decided to cancel their agreement,  past The dates provided on our contractual document so therefore we are at no-fault and are trying to remedy the situation. We would be happy to provide the Better Business Bureau with copies of our contract which would clearly state our innocence in this matter.  we are working on rectifying the situation. We hope that all parties will work with us best of their abilities. 

  Customer response

  08/10/2023

  
  Complaint: ********
  
  I am neither accepting or rejecting this response because I am just putting out all the facts, as soon as I received word from the BBB that the First Choice Company responded to this complaint, I immediately texted the owner **** and received response *more details below*. In regards to this complaint and the response from First Choice, I do want to say that we never declined any refund options, the only thing we did decline is receiving the material and installation of the fence, we just wanted "what we were owed".

  **Going back to the recent response via text message from the owner of First Choice, they stated "I can get that (refund) out in the mail ASAP. I'm sorry I never received clarifications as to acceptance or either option so I've been struggling with trying to figure out what to do."

  To which I responded "Hello ****-I thought I was clear as to when I stated "what we are owed". I'm sorry I wasn't clear enough, would we take the full amount, yes! But what we are owed is what we are seeking and that's Option 2 (the 1st refund)".

  First Choice Responded: "The day I sell that material for a job, I will issue another refund. I feel that is also fair. It's just going to be an inconvenience on me until that day and I really do not get any requests for that material. Maybe once or twice a year. I'll definitely continue to try to work with you guys. I will get that check out. Unless you do Venmo, I could send that do you now."

  I immediately called First Choice and spoke to **** and he sent over the $1480 via Venmo and also said "to take him at his word and as GOD's promise, that they day he sells the material that was ordered for our project, that he WILL issue another refund in the remaining $2950"

  Not sure where this goes now, but we look forward to that future and ****'s word about the material/refund.
  
  Sincerely,
  
  ***** *******

  Customer response

  08/22/2023

  
  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 for now, but am and will be awaiting for the remainder of the refund to be fulfilled once the material has been sold as promised by the Company/Owner. According to the Company/Owner, this particular material is sold 1-2 times a year - with that information I will reach back out within 365 days from now if I have not heard from them.

  Other than that, I am satisfied with the beginning efforts of this company and look forward to finally getting to the end result.
  
  Sincerely,
  
  ***** *******

  
  

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• Initial Complaint

  07/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  December 23rd 2021 **** emailed the fence agreement stating he would be installing a 6 ft wood privacy fence with a 1-10-6 double gate. He requested a down payment of 2,500 before the fence was built and another 2,500 upon completion. The fence was installed mid January 2022. Initially there were no issues with the fence, but within that next month it became clear that some of the wood used to build the fence was no good. The fence was warping, cracking, & splitting in several areas already. **** was texted March 5th initially about the issues and asked if someone could come back to take a look at the fence and fix the problem areas. Fast forward to July and we have been getting the run around from him ever since. He either doesn't respond or blatantly lies and tell us someone will be out to look at it and fix it, but it has yet to happen. We constantly have to keep asking him for updates. The installer has been out twice in the last couple months to assess the fence but has never fixed anything. **** keeps telling us it will be fixed, he's fighting with the supplier to get reimbursed for the wood, there's no warranty, and giving us every excuse not to fix it. Because this has gone on so long the extent of the damage to our fence is significantly worse. There was one last attempt made to resolve the issues and he was asked to either fix the fence asap or return half the deposit so someone else can fix their mistakes. Not only is the wood bas but it was not built properly. This is per another fencing installer who came out recently to assess the damage. We are currently waiting on a write up of all the materials needed for the damage. This has been a horrible experience and overall terrible business. We just want half our deposit back as the job was not done properly whatsoever.

  Business response

  07/13/2022

  As was stated in the complaint, there is no warranty on the wood. We are working with the homeowner to try and repair the damage.

  We will not be refunding half of the depot. 

   

  Thank you,

   

  **** ********

  Customer response

  07/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The homeowner is not seeking resolution with **** as his solution is to make the homeowner get the wood and pay for half of it. This is not an appropriate solution with the amount of damage to the fence and the money already paid for the fence with nothing done to fix the damage whatsoever. The wood not being warrantied is on the company owner and not the homeowner, as most fencing companies do warranty wood. The homeowner is still requesting half the deposit be returned as they are not willing to work with this company any longer due to the unprofessionalism and lack of willingness to own up to the damages and fix them in a timely manner.
  
  Regards,
  
  ****** ******

*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. ↩