Complaints

• Initial Complaint

  10/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Mae Fence to install a fence on my property. The initial install used substandard materials and had poor workmanship. The company came and replaced material and repaired the areas of concern. One of those areas was stripped bolts in hinge hardware, which they replaced with new bolts. However, new damage occurred during this repair when the bolts were installed in the post without using pilot holes and one of the poles subsequently split extending from below the hinge to the top of the post. I have contacted the company to request repair and they have refused to repair it saying the split does not affect the structural integrity of the fence. In addition, they say the 3-year warranty does not apply to this damaged post as the damage would had to have occurred by an event of some kind.The company reported the job complete before the initial repairs were made and charged my credit company the balance owed.

  

  Business response

  10/10/2024

  We have already replaced 11 posts for his customer even though we disagreed with the action. Mae Fence Company reserved the right to inspect the product under the claim and has the sole authority to determine whether to repair or replace with the same. She is experiencing "checking" which is outlined as normal on the contract. See the attached file for our warranty information.

  We will reach out to this customer and satisfy this complaint.

  Customer response

  10/24/2024

  Mae Fence came out and replaced the damaged posts and slats yesterday 10/23/2024. However new damage is present a where a slat is split above and below the hinge straps on the back gate. The front gate does not show any damage. 

  I would be satisfied by replacement of this slat with pre-drilling of the holes before reinstalling the hinge straps, or by Mae fence dropping off a slat so I may repair it myself.

  

  Business response

  10/29/2024

  We have this customer on schedule for tomorrow, Wednesday October 30th. At this time we will replace the 1 picket the customer is requesting to be replaced. Additionally, we will supply the customer with extra material. The material in which the customer has chosen, cedar, may require minor adjustments as the material acclimates to the climate. Shrinkage, swelling and some cracking may occur. This is completely normal and the reason we supply a warranty with our products.

  We have addressed every issue this customer has requested in a timely fashion, and feel the utilization of the BBB is completely unnecessary. 

  Customer response

  11/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22403050
  
  I am rejecting this response because: Mae Fence was scheduled to replace the damaged slat last wednesday. However when I came home that day, I found that they had dropped off a new post in my yard but had not repaired the fence slat.  I let them know about this but I have not yet heard back.
  
  Regards,
  
  ***** ***********

  

  Business response

  11/05/2024

  This customer has heard from us and has responded. We are confused by her accusation. We can supply screen shots of correspondence if needed.

  We are working with the customer directly and expect the situation to be resolved no later than 11/6/24 where we will execute the solution in our previous response.

  Customer response

  11/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22403050
  
  I am rejecting this response because:   Mae Fence was scheduled to come out and replace one damaged slat.  Instead, they dropped off a new post in my yard and did not replace the damaged slat.   I received a message yesterday from Mae Fence saying that they would schedule someone to come out and replace the slat. Once that it is done, I look forward to closing the complaint. 
  
  Regards,
  
  ***** ***********

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 13, 2024, Mae Fence Company installed a solid vinyl privacy fence in my backyard. No one from Mae Fence came to inspect the completed work. The same day the fence was installed, I contacted customer service because I had concerns regarding gaps. I did not expect any and the most concerning was a gap on the side of the privacy fence. The gap is so wide I can enter my neighbor's backyard! My old fence didn't have a gap because it was covered with wood paneling. I expected I wouldn't have a gap with a new solid "privacy" fence. Most importantly my contract diagram shows that part of the fence would be covered like my old fence, and I discussed this with the sales representative Mark who wrote the contract. On May 15, 2024, I received a response to my concerns from Samatha who works in customer service. Her e-mail states, "unfortunately there is nothing I can do for you because Randy says the fence would be on your neighbor's property." On May 16, 2024 Samantha sent me another email contradicting her original response to my concerns. Samantha's response to my concern is unacceptable. I didn't have a gap with my old wooden fence. I am disputing the $2800 final payment with my credit card company unless Mae Fence gives me what is stated in my contract---a fence that will cover the gap so that I can't see my neighbor's backyard. I am willing to give them my final payment once the work is completed. I expected excellence from Mae Fence Company and that's not what I received. I have concerns as to whether or not my huge investment will last 20-30 years because the company doesn't stand behind their work.

  

  Business response

  05/20/2024

  We intend to handle this situation directly with the customer, and expect a resolution therein.

  Customer response

  05/29/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* ********

• Initial Complaint

  02/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We had a fence installed Last spring 2022 around a swimming pool. Our pool installer had filed permits which covered the pool, as well as the fence in accordance with Liberty Township, Ohio requirements. Mae Fence was contracted to construct a fence around a swimming pool, was sent diagrams depicting a pool and visited the site to measure around the pool location. The fence was then installed around a swimming pool already filled with water. We were cited by Liberty Township that the fence was 3 inches short of the mandated 54 inches and not in compliance with Code. We have confirmed with Liberty Township that Mae Fence has installed fences around pools in Liberty Township numerous and is well aware of the Code. While the pool company filed the permit, the Township was clear that anyone performing work on a property for which a permit was filed is obliged to follow the mandates of the permit, which was posted at the job site. My wife spoke with "Sam" at Mae Fence about this issue and was told they (Mae Fence) did not know the fence was being installed around a pool. This is despite Kevin the appraiser at Mae Fence having been given a diagram of the fence relative to the pool and inspecting the site to determine where the fence would go relative to the pool. Further the pool was in place at the time of installation. When I called separately, Sam at Mae Fence changed her story and told me that despite a pool being known it is not their responsibility to review a permit, despite this being an industry standard and expectation for a business doing work on any property. I asked her several times how we could remedy their error and she told me that they had no liability and no intention to correct this issue without additional costs for us. I politely asked to speak to her supervisor or the company owner. She kept speaking over me and told me that was not possible to speak with anyone else and that she would be the only person I can speak to.

  

  Business response

  02/15/2024

  Much of what this customer has stated is complete heresy.

  Further, stating that we should know all the rules of each HOA, City and/or Village is completely unreasonable. We collect all details, rules and regulations for an installation should a customer hire Mae Fence to acquire permitting. Mae Fence was not hired to acquire permitting for this customer. The pool company who pulled the permitting was responsible for acquiring the permitting and would have that information, and should have relayed that information to us. Generally, if there is an issue with an installation in which a pool company is responsible for permitting, the pool company or customer makes us aware of these issues, and we address them accordingly. This is NOT the fault of Mae Fence Company and we cannot be held liable for this issue. Had the customer chosen to hire Mae Fence Company to acquire the permitting for this installation, we would have caught this issue and addressed it. If we were hired to acquire the permitting for this job and missed any details that would put a customer in violation of any kind, then we would rectify the situation and assume liability.

  The height of the fence that this customer purchased was 4'. This information is stated on the contract in which the customer agreed to. Mae Fence installed exactly what we were contracted to install.

  We offered this customer a reasonable discount in order to resolve this situation, however, the customer wants the work done for free, sighting Mae Fence to be at fault when we are not. We refuse the request of $8,000 as well as conceding that Mae Fence is at fault for any violation this customer has.

  Customer response

  02/15/2024

  I am rejecting this response because Mae Fence did not follow Permit regulations that were available on the construction site.

  I should start by stating that Mae Fence implies that we are seeking $8000.  In fact, that figure was a request of the BBB website for the cost of the original work done (technically $8900).  Rather we are simply seeking to have this fence aesthetically corrected to code (54 inches tall).   I am further unclear why Mae Fence chooses the words “heresy” to describe our complaint.  The Liberty Township Inspector and our Pool installer each have significant experience in this arena and indicated that it is the obligation of each contractor to respect municipality code and as authorized by the permit.  Our Inspector (an impartial party in this complaint), specifically referenced that Mae Fence is well familiar with the code of Liberty Township having done several jobs in this area.   To the comment that Mae Fence has no responsibility because they did not personally file the permit, this is without merit.    It is common for a large job have a permit covering differing facets of the job (and quite common according to our public inspector).    Moreover, the Permit was not with the pool installer as Mae Fence seems to imply but rather on site of the pool as required by law and was further reviewed by the Mae Fence appraiser, Kevin, when he examined the pool location with my wife.   We have evidence that Kevin did indeed view the permit, as the diagram drawn by Kevin on the contract reflects gate locations exactly as drawn on the permit.   If Kevin chose not to reflect the pool in his diagram, that represents his oversight.
  Finally, my wife nor I are code experts, nor should we need to be.   I don’t question whether an electrician does his work to code, it is an expectation of their profession.  In this case, Mae Fence did not fulfill their professional obligation to follow the permit regulations that was available to them on site.  I do not think we should have to pay for remedy of this oversight.
  
  Regards,
  
  ***** *******

  

  Business response

  03/05/2024

  We just spoke directly with the individual who performed the inspection for the town of Liberty Township in an attempt to discuss an alternative solution to replacing the entire fence. We discussed raising the fence for a more monetarily efficient alternative than replacing the entire fence. However, raising the fence would leave larger than a 4" gap at the bottom of the fence, thus, still failing an inspection.

  Adding something to the top of the fence will not be an alternative that will offer a solution, either.

  We have attempted to be generous with a solution even though we are not responsible for the issue.

  We agree to final arbitration conducted by the BBB.

  Please let us know when and how the arbitration will take place.

  Customer response

  06/27/2024

  Mae Fence did correct the fence to code as per the ************* *********.   Thanks to the BBB for helping to resve this issue.
  
  *****

• Initial Complaint

  10/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Thurs. 5Oct23 Joe measured my yard for fencing. According to my credit card Mae Fence withdrew $4296 that same day as a deposit. Problems on MY end prevented me from getting the fence installed. On 13Oct23 I emailed Mae Fence to cancel. I do not have a signed contract with Mae Fence. I was emailed back there was a 20% restocking fee AND refunds generally take 10-14 days and may take up to 30 days. I called and asked Samantha on 16Oct23 why so long to refund my money, she didn't know because she said she works in customer service and that would be accounting's dept. She said I could call accounting but I would probably get voice mail and that's exactly what happened. I did leave a voice mail and to date 24Oct23 no one has returned my call. If you can withdraw money in a matter of hours why can't Mae Fence put it back just as quick? Please help me get my refund.

  

  Business response

  10/31/2023

  This customer entered into an agreement with our company for a fence to be installed. Clearly stated on our contract, a customer has 3 days to cancel for a full refund. This customer cancelled outside of that time frame. We instill this 20% restocking fee because after 3 days, we invest the funds back into the company for more product and have begin construction of the product. The customer claims to not have "signed" the contract, however, there is an obvious agreement of a monetary exchange of money in the form of her deposit (customer gave a deposit on 10/5/23), in agreement for work to be done. Then, wanted to cancel on 10/13/23. On 10/16/23 at 11:45am, this customer ACCEPTED the restocking fee and let her know it would be 10-14 business days for her to receive her refund, which is the time it takes for the bank to process the refund. Since then, this customer has charged back that 20% restocking fee, in which we are diligently fighting and plan to pursue to reclaim $1,970. 

  Customer response

  10/31/2023

  I don't understand the math. 20% of $4926 is $984 plus the permit for my fence is $141=$1125. They are "diligently pursuing" $1970, what is the extra $845 for??  I don't know what bank they use, but I typically get refunds in 3 business days, I still don't have my money.  
  
  Regards,
  
  ****** *****

  

  Business response

  11/01/2023

  We have explained to this customer several times and are used to her diversion tactic of claiming "confusion" over what we've spoken and emailed about several times.

  The 20% restocking fee is that of the full project. This customers full project cost is $9,852. So, 20% of $9,852 would be $1,970.

  We do not understand the dispute over this situation any further, including, but not limited to the cancellation fee or assumptions over what our banking institution administers as a refund time period. We'd like to simply move on from the matter in the same manner as we would any customer who has entered contract with us. We cannot make exceptions for one customer, but not the next, and forgive this fee, which is why we've created a contract in which treats everyone equally.

  We technically no longer need arbitration from BBB, as this customer charged back the full amount, including the 20% restocking fee she agreed to pay for the cancellation. At this time Mae Fence is in possession of NO money from this customer. What exactly are we arguing here?

  This customer owes Mae Fence $1,970 immediately which will halt escalated collection attempts that are already in motion. This customer may call at any time to re-submit the cancellation fee payment of $1,970, and this matter will then be closed.

  Customer response

  11/01/2023

  I am rejecting this response because:  Mae Fence is a damn lie, no one explained to me it was 20% of the WHOLE project.  I thought it was 20% of the down payment.  Accounting NEVER got back to me,  And MY FAULT, it does say in the contract it will be 20% of the whole contract after re-reading.  They did not tell me multiple times, and no confusion on my end, all they had to do was talk to me.  They will get their $1970 from me, Godspeed.
  
  Regards,
  
  ****** *****

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deposit $4,900 on April 9th. Installation scheduled for May 17. Incorrect fence arrived. Correct fence installed May 20. Fence installation completed on May 22. Remainder paid $3,000 on May 31. On Aug 16 I contacted Mae fence to make them aware of significantly split fence posts and warped post caps. They responded saying the posts are splits due to "checking". No one had made us aware of this during the estimate, deposit, or installation. They offered to replace one post. My husband called the company and asked someone come out to the house and look at the fence in person. Dillion came out on Aug. 24. Dillion took several pictures and verbally lead us to believe they would be replacing a more significant number of the split posts. Yesterday, Aug. 28 I received an email from Samantha in response to Dillions visit. She said that Mae Fence would agree to replace two posts. They claim they are only responsible for the posts that are split all the way through. We believed that the significant amount of money paid would ensure that the posts would be in better condition after only three short months. This fence was a major investment for our house and we researched companies extensively. We went with Mae Fence company because we hoped that their company would use materials and craftsmanship that would help the longevity of our fence. Other than the visual unsightliness of the split posts, we are concerned that the splits will continue to expand (though Mae ensures us that they won't) thus sacrificing the structure/safety of the fence.

  

  Business response

  08/30/2023

  It is true. The posts in question are "checked". There is an abundance of literature pertaining to the normalcy of cedar post checking online, in addition to what we've explained to this customer. We did replace two posts. One post that was checked on a corner that we believed could be replaced, then another based on the insistence of the customer. We do not replace material that is perfectly fine. The checking does not affect the life or integrity of the posts. CHECKING IS ALSO COVERED ON THE CONTRACT IN WHICH THIS CUSTOMER SIGNED. Further, Dillon denies claims that he led this customer to believe anything further than that some of the posts this customer has are checked, to cracked. We will reach out to this customer to perhaps offer an extended warranty. To digress, checking is perfectly normal (as outlined on the contract). Checked posts can last decades. We will not be replacing these posts. Any other issues this customer has with post caps will easily be remedied, happily!

  Customer response

  09/06/2023

  In the business response above Samantha states that two (2) posts have been replaced. Absolutely, NO posts have been replaced as of August 30, 2023 when Samantha typed that response. This morning (September 6, 2023), Mae employees showed up to replace two (2) fence posts and had no post caps with them. Upon discussing the repairs with my husband the crew realized that the posts had been drilled incorreclty. The crew left without performing any repairs. 

  Since, Dillion's visit on August 28 and my initial complaint an additional post that was labeled as "checking" has split all the way through.

  Moving forward we need the three posts that are split completely through replaced as well as ALL the fence post caps. We also, would like to accept the extended warranty offered in the companies response to the original complaint.

  
  Regards,
  ***** ********

• Initial Complaint

  06/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Spoke with Samantha K***** on 4-10-23 reference several pickets on our fence and trash barrier that were rotted and severally warped. The fence was installed by Mae Fence in June 2021 (3 year warranty) 4-18-23 crew scheduled to replace warped and damaged pickets. Crew arrived and 1 picket was replaced. Incorrect pickets for fence. Advised by Samantha K***** on 4-19-23 the repair crew did not have the proper pickets. The proper pickets were allegedly ordered and a repair crew was scheduled for the for 4-28-23. Rescheduled repair for 4-29-23 due to rain and weather on 4-28-23. 4-29-23 repair crew arrives and installs several pickets, the installed pickets were the incorrect length, incorrect cut on the top, and many were already damaged and warped. Repair crew attempted to cut the "new" pickets installed with sawz all causing even more damage to the pickets and leaving them uneven. The crew actually knocked down a section of the fence and I had to hold the fence up while they reattached it. The picket installed on the trash barrier was left loose and I had to reattach the picket myself. The crew also damaged the 2x4's the pickets are attached to, as they used nail guns and drove over sized nails through the inward facing portions of the fence 2x4's and the fix for that was to beat the nails down into the 2x4's. At this point I asked the crew to stop and I would contact Mae Fence. All this was documented with photos and submitted with a lengthy email to Samantha K*****, pretty much blown off except they will schedule repairs again. Was told "damage like this can happen" Scheduled repairs 05-19-23. Repair crew arrives wrong size and style pickets again. Repair crew takes 2 pickets off the trash can barrier with them to make sure the right pickets are ordered. 5-19-23 was advised by Samantha K***** the Operations Dept. has been advised and she will follow up with me. No further communication to date. Still have missing, damaged and warped pickets and it's been months.

  

  Business response

  06/20/2023

  We have apologized several times to this customer as it pertains to the issues hes experiencing. We have detailed to the customer that the COVID pandemic has caused some material supply issues as it relates to his specific product. We have since changed the picket (slightly different dimensions) that we use on our wood fences. We have, however, through arduous searching, located an amount of the picket this customer has on his fence, we only need to wait for that material to arrive, as it is scarce and nearly impossible to find. We have conveyed all of this to this customer.

  FURTHER, the warranty on our wood fences clearly outlines:

  "The warranty on material is only valid for Mae Fence material. In the case where material needs to be replaced, this warranty covers the labor to replace the material. Mae Fence Company has the right to fix warranty claims with the same or like materials" (we have included a copy of our warranty information for review. So, even though it is written that we may use "like" material, to satisfy this customer, we have worked hard to located the "exact" material. This is a gesture that we believe to be evidence that we are going above and beyond to make this customer happy.

  We only request, again, for his patience and insist there was NO true reason to file a BBB complaint, as we have shown due diligence in satisfying this customer several times in the past.

  We will notify this customer when the material we have ordered will arrive and organize a date for service when we have further information, as we conveyed to him yesterday, 6/19/2023.

  Customer response

  06/20/2023

  First I will say thanks for doing what you can to find these pickets. I am also going to reply to a few things in the response from this company. You say you let me know about Covid supply issues not true. I was informed after several times of service calls that the issue was pushed to the operations department and I would hear something back once information was received on the pickets. Did not hear a word for 30 days so I filed a claim. It’s not about patience as you say you asked for from me it’s about communication with a customer. Next, you insist that I not file a BBB claim, I have the right as a paying customer to voice my opinion on services provided from a company that I feel is not right. I can file a claim if I choose to no matter what you insist. I paid for this fence and it’s under warranty. You make all these claims to fame and nothing is mentioned about the horrible service received, damages caused to the existing fence during these service calls, the pickets left loose, and the section of fence knocked down by your crew. And finally I will say this you can post your warranty and continue to tell me over and over your warranty states “LIKE OR LIKE AS “ but sorry to tell you pickets that’s are so long they have to cut with a sawz all and now are uneven and pickets installed that’s are already damaged, cracked, and broken is not “LIKE OR LIKE AS”. This has been an ongoing issue with this company from day one and I have the right to express my opinion on services I paid for. I do accept your remedy for the repairs and I sincerely hope this can be put to rest once and for all, as I have spent over 2 months dealing with this. Let alone the time spent when this fence was initially installed and then reinstalled because of poor quality products. This is not meant to be a dig to your company but I will reply to things that are not correct. I am a business owner myself and I understand how business works and supply chain issues and having patience. A little communication goes along way. 
  

  Thanks In Advance 
  *** *******

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Fence was installed on 5/16 and paid in full at $6780. First, the company destroyed my flower beds and wiped mud all over the property. It took me 3 hours to cleanup all of the nails and old pieces of fence they left in the yard as well as clean the mud off of everything. The next day, boards began to warp (extremely warp). By the time they actually came back to fix the fence 2 weeks later (6/1), I would estimate 90% of the boards had warped either pointing towards the yard, away from it OR towards the boards next to it. There is 1 post that is completely crooked, the gate has cracked because of how they installed the hardware and there is a whole section that has bowed into the yard. They had to send an "operations director" out after the first "fix attempt" who agreed with all markings and that overall it didn't look good. He agreed to fix everything we marked. The crew came back today (6/15) 1 month after they took full payment and put the original fence in. They were unprofessional - pulling our markers off of the boards they didn't feel like fixing. They left the bowed section, didn't touch the issues with the gate and left multiple warped boards and uneven spots. I have received 0 response form the company as of yet. The crew left after peeling all of our tape off that we marked the fence with. I did not pay almost $7000 for a cedar fence that looks like a toddler could have installed it. I'm not asking for money back, I'm simply asking them to put in the quality fence we were promised and stop with all of this run around. There is no reason it should take multiple trips. I have spent so much time marking, documenting, communicating on a fence installation that was supposed to take one day. Just fix it correctly.

  

  Business response

  06/19/2023

  We are confused as to why this customer claims she's had "zero communication" with our company, yet supplied emails that directly conflict with that accusation. We have several emails that we can supply, if it becomes necessary. She further admits in her complaint that an "operations manager" had been to her house to speak with her. We have been to this customers house twice for service. We do agree that some boards could be replaced. We use nothing but the highest quality cedar picket, however, due to the drying process of the lumber, it's possible that a few pickets may season after installation and some warping may be experienced. This is why we supply customers with a warranty and have no issues administering repairs and services when necessary. We do not agree with the hundreds of boards this customer is demanding to replace, as there is nothing wrong with them. We are dealing with wood, an organic product that will weather and is higher maintenance than other materials. This customer was offered our other materials, and chose wood. The photos this customer has supplied are from before our first service and not reflect the current condition of the job. This customer was informed that we would be performing construction on the property and that some traffic would take place. We simply cannot guarantee that foliage in the line of the fence or within a few inches of the area work is to take place will not be damaged. We inform ALL of our customers of this, and this information is stated on all of our contracts, as well. This customer did not have a clear line of work for us, however, we still do not like to hear that damage was done. We aim to work cleanly and efficiently. It was also wet that day, and some mud is inevitable. We are scheduled to go out again to perform service on June 26th. We are committed to making this customer happen within reason.

  Customer response

  06/20/2023

  I am rejecting this response because:  I did not say "zero communication" as they put in quotes.  I said I have yet to hear back after the crew left that day.  When I wrote this complaint, it was after the crew pulled my markers off of boards and left without speaking to me only fixing a small percentage of what was agreed on and leaving A LOT of the others.  I had sent 2 emails, multiple texts to the operations director and the sales rep because the way the crew left things made it seem like that was all the business was planning to do.  I started communicating and sending these messages before the company closed for the day.  I did not get a response until the next day.  I had no desire to write this complaint.  I just want the fence completed with quality work.  They have since contacted me to schedule a 3rd visit which I agreed to because they promised to send the director with them.

  I did pick wood, which is why I have given the business multiple chances to correct the issues.  I have been patient, but this will be the 3rd time coming out.  Cracks in the gate caused by screws being put in the wrong place, a crooked post and pickets being too high or low compared to the surrounding ones are not issues with the wood, they are with installation.  Again, I was understanding and patient with those things because things happen, but I wasn't feeling confident at that point that I was going to get resolution.

  Yes, it was raining which is why I didn't mention the muddy yard or driveway or road.  I complained because they physically wiped their boots on pieces of my property that are not the ground.  The flower bed they ruined was not in direct line with the fence (only a small piece was near it).  They pulled a hose straight through it and walked through it when there was a sidewalk that went right around it.  One corner of it was butting up to where the fence goes into the house.  I put all of the stone boarder back and understood why the flowers were covered in that section.  I didn't bring that up because that side made sense but its a large bed that didn't make sense for the rest of it to be destroyed.  I have not asked for money for the damage, I have not asked for money back for the install issues.  I'm a fair person and understand but that doesn't mean these things won't be reported in a review or complaint.  

  I told the operations director that if there were boards marked that he disagreed with then I just wanted an explanation, and I would remove some of the marks and he said no.

  All someone has had to do was explain that how some of the boards are bending is normal and expected but nobody has said that to me a single time until responding to this complaint. Some of the pictures are from the original install, but some are not.  It's fair to share the full picture of the journey this has been.

  If the operations director comes out with the crew as scheduled on the 26th and the issues agreed on can be fixed, I will be happy.  The response from the business including the tone is why I've felt no other option but to file this complaint.  Again, its not just the boards I thought were warping.  

  Such an odd approach to blame me for choosing wood and blame me for having to come back to fix things the business has agreed on.  I do not need hundreds of boards fixed...As I asked, just tell me which ones don't need to be.  Don't ignore the pole, the gate, the bowed section etc.  I have no desire to have to keep scheduling appointments and keep spending time emailing and texting.  I simply want this resolved.  
  
  Regards,
  
  ******* ******

  

  Business response

  06/21/2023

  We are have already stated that we are committed to making this customer happy. We are scheduled to go out to troubleshoot these subjective issues.

  Customer response

  06/27/2023

  Thank you, *****, – all is resolved and I’ve marked it as Acceptable in the complaint. 
  
  
  Have a good day!
  
   
  
  Thanks,
  
  ******* ******

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I decided to go with Mae Fence company to install a fence to enclose my back yard. There have been over a dozen issues with the company. Some have been addressed and some haven't. The quality of material is subpar and rough. The craftmanship is subpar. Mae Fence subcontracted the job to non-English speakers that I nor the city officials could communicate with. Multiple fence pickets were installed broken and had to be replaced but not until over 2 weeks later. Cement was left broken and on mine and my neighbors property. My wife's solar lights were damaged. They left 3 old fence post with jagged edges sticking up out of the ground. Several nails weren't driven into the post and were either left sticking out or in the grass near posts/pickets. The ticket order said no post caps but I wasn't informed they came with the posts until installation day when it was too late. I got scolded by the city inspector because the installers never contacted the city for the post hole inspections. No one from Mae Fence ever came out to inspect the work they subcontracted out. The most recent dispute is in payment. Mark from Mae Fence originally quoted me $4,865 in our email. He then added a discount coupon we received in the mail dropping the price to what should have been $4,363. It wasn't until we spoke to a lawyer that we realized we were charged $5,165 on the ticket. I paid $2,582 up front. Mae Fence attempted to charge me another $2,582 before the job was even completed to standard. I disputed the payment with my finance company. Mae Fence has now sent an Ohio Notice of Intent to Lien. With the lack of communication, unprofessionalism, leaving conditions in a state that could reasonably harm my child and pets let alone quoting and charging me two different numbers is unacceptable. I am looking for any help before involving a lawyer further.

  

  Business response

  06/01/2023

  This customers job was completed on the 16th of May, which is when we run final balance payments for all of our projects. He then called on the 17th with issues pertaining to his product. We went through our steps of service on the 17th to find out what we could do to remedy his request which entails receiving photos of the issues he'd like addressed/fixed. The customer sent photos to us on the 17th, however, the attachments would not open. On the 17th, we responded, letting the customer know that we were unable to access the photos. On the 17th, we provided him with a service date of the 31st of May. We then never received a response from the customer to confirm the 31st as an acceptable service date. The next thing that occurred is that the customer charged back his final balance. We reached out on the 26th to inquire as to why he charged back and that we were awaiting a confirmation from him to perform his service requests. He responded by saying that he said paid someone else to perform the repairs and hung up on our customer service. On the 26th, as well, the customer admits (we are willing to send the emails) that "going back through my emails, I now see the email that got buried.... I never gave a response to your scheduling for May 31st as I never saw it."

  This customer further claims that our specialist was supposed to apply a coupon (which is in the mail, this is true), however, that coupon is to be presented at the time of the quote. The specialist also never received that coupon, so we have no proof of that. Even so, this customer was given a 2% military discount. It clearly states on the coupon, even if the customer had used it, that it is NOT to be combined with any other discounts. Period.

  The customer did say that he would give our company an opportunity to make things right. We are working with the customer to reach a point in which they are happy. Today, the 31st, we performed service to this customer product. We also DID issue a Notice of Intent to Lien because the customer would not agree to make a payment towards his balance. We prefer to handle things without litigation and fully believe we can do so. We will be working with this customer towards a fair settlement to promptly conclude this matter.

  Customer response

  06/02/2023

  I am rejecting this response because: there is no resolution offered by Mae Fence. Additionally since facts matter, 5/16 at 1:39PM is when I contacted Mae Fence about my immediate concerns. Especially those related to safety of my family. No one from Mae Fence came out or called to confirm the job completion. Mae Fence to this date still hasn't sent a representative out to my home to inspect the job. If they did, they would realize that the fence itself doesn't even hold up to the ticket they want to stick to. More than 50% of the picket spacing if off. More than 50% of the posts framing construction is off. I have photos of many of these as well if requested but again someone should have inspected this job from Mae Fence to notice. 5/17 is when Maw Fence reached back out to me requesting photos. Initially the photo attachments didn't open but I sent them again along with 13 issues or questions I had. I honestly believe Mae Fence only called me on the 26th because I stopped payment. I did hang up on the Mae Fence service representative because they demanded I pay now. In my opinion there was even attitude which I wasn't going to take. She repeatedly said this even after I expressed my concerns. In fact, the person even cut me off to do so. I am becoming more untrusting of Mae Fence after there response here. Someone from Mae Fence stated Mark the sales rep never received the coupon. This is a lie. In fact, I already sent BBB the emails between myself and the sale rep that show the coupon attach before the ticket was ever written. Mark had this and was aware. We have proof that he was aware because he responds in our email thread of his acknowledgement and event states at one point that he applied both the military discount and the coupon. The coupon also states not to be combined with other offers. The military discount is a benefit of my service as described by Mark in person. Mark has been working for Mae Fence for years and knows what can and can't be done. Even if Mark was just being a salesman trying to get my business, the coupon over the 2% military discount would be better for the consumer which was not done. Even on the ticket it says all discounts applies black out. Discounts is plural, meaning more than one. Either the quote and ticket pricing was an honest mistake or someone at Mae Fence tried to take advantage of me. 

  A Mae Fence representative did call me yesterday 6/1 initially trying to get me to pay the 2,582 again. I expressed that I have nothing personal against her and my issues are with Mae Fence. I told her I would not be paying that and I would rather involve the lawyer I reached out to for advice to further matters if needed. She responded, "okay, I will let our department know". We hung up and a minute or two later she called right back. She asked If I would pay 2,000 and call it even. I kind of laughed out of frustration and said no. She said she will talk things over with people at the office and wanted me to send over emails I had with Mark about his quote. She called later on and said essentially they will not honor the quote. I said I would first let BBB try to handle this and if not, I am prepared to involve a lawyer over negligence, misrepresentation and consumer protection violations. 

  I am looking for Mae Fence to accept responsibly for all issues pertaining to their entire process with me and make things right.

  
  Regards,
  
  **** *******

  

  Business response

  06/15/2023

  We apologize that the several apologies that we have expressed to this customer were not sufficient for him.

  We've diligently administered several trouble shooting options to this customer and have whole heartedly attempted to make them happy. The most recent list of issues he's submitted are issues he's never expressed to us, otherwise, we would have addressed them.

  We agree to settling the final balance and consider this manner closed. We do not believe that Mae Fence Company, nor any other company, can satisfy a customer that is clearly fabricating issues in order to not pay their final balance.

  We do not wish to continue the back and forth with a United States veteran and attribute this unstable communication to issues that are beyond our inability to rectify.

  To be clear, we agree to the terms of an unpaid balance as a settlement. This account is closed on our end.

  Customer response

  06/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

  I am frustrated that Mae Fence continues to play ignorant. Even in their last message, they state they never heard of the issues last named. I believe I already sent BBB email thread showing named issues going back as far as 5/16 or 17 of 2023. Even the first BBB complaint filed on 6/1/23 names the issues they stated they never knew of in their last message. I honestly feel like each time someone responds back, it's a different person.

  Even though I still see significant integrity/honesty concerns from Mae Fence, they provided a reasonable apology and meant my expectation of settling the remaining balance for the product/work done.

  
  I accept the business's response to resolve this complaint.
  Regards,
  
  **** *******

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Mae Fence to tear down our existing 6ft wood privacy fence and replace it with a 6ft vinyl one. I was assured that it would be in the same place as our existing fence. The day of installation my husband told the crew that we needed our back line of our fence to still connect to the neighbors, and they said “ok”. When I went out to do the walk through I noticed the line was not where the original fence was. I told them we needed it moved and the crew acted like they understood this and we’re going to do it. Well there was a huge language barrier and they did NOT put our fence in the correct spot. It is off on every side, and is covering a manhole to the main sewer system for our neighborhood. The city came out to look at it today, and agreed the fence needs moved. I got a call from the company trying to threaten me that I need this is writing from the city of Delaware by Friday, or that final payment is due then. I told Sam that I am NOT paying for something that was done incorrectly (and poorly constructed). I cannot guarantee that the busy city worker will have a document ready in less than 48 hours, and that I will be in contact with my lawyer if they want to be this way. They’ve come out two other times to “fix” parts of the fence that they cut too short. After these two additional trips to my house still only about 2/3 of the parts that are too short have been fixed. For almost $11,000 I expect this fence to be pristine. We went with this company since they had been around for a long time, thinking they would do a good job and be trustworthy; we were wrong! All they want to do is argue with us and not actually solve the problem. I have no issue taking them to court over this. I refuse to be bullied by a company and threatened that we need to pay by Friday, when they have not completed the job correctly. I wish I would’ve read the other multiple complaints about them on here before hiring them.

  

  Business response

  05/17/2023

  This customers fence was placed in the exact spot her old fence was placed, and was also installed exactly as stated on the contract that she agreed to. The wood fence she previously had was face nailed on one side which dimensionally causes the placement to appear differently, while her vinyl fence is fitted construction. Nobody in our office would threaten any customer for any reason and we will review any phone recordings that might support this customers claim. Asking for payment or proof of a claim that the city demands we change her fence is NOT a threat. This customer admits we have been out several times in order to satisfy her requests. There is no solid foundation for us to completely move this customers entire fence beyond pure preference of said customer. We must receive final payment to satisfy the balance, as stated, by Friday 5/19/2023, for this project and have even given this customer until Friday to settle said balance or to send us the documentation of the claims she suggests to have from the city. 

  Customer response

  05/25/2023

  I am rejecting this response because: I will truly never be happy with this fence because it is NOT in the correct spot. I understand that the location of the panel is different with wood vs vinyl, but it is completely off on all sides. It should at least attach to our neighbors fences on each side, but again it does NOT! They threw tacky vinyl slats up to make them connect, which looks awful. Also there are still tons of areas that cosmetically look bad. I think that if anyone working at this company paid almost $11,000 for a fence and it was put in the WRONG spot (when they were guaranteed it would be in the exact position of the old fence), and it cosmetically had flaws they would not be satisfied either. I get you’re not going to move it, but I am not going to say this claim is resolved until you come fix the spots that were cut to short, attach the brace piece on the gate panel that has a screw that’s too short in it, and buff off the scuffs on the posts. And please do listen to the calls, threatening to send someone to collections if they don’t pay by a certain day is threatening when the job is not fully completed accurately. I didn’t even mention how much they trashed our yard. They killed flowers, stomped around in the rain so much that there’s literally no grass by the gates or around the fence line anymore, left multiple screws in the grass over by one of the gates (we have 2 small children and dogs so this is completely not safe and is lazy). The experience overall has been horrible and we have been treated very poorly.  10/10 do not recommend this company. 
  
  Regards,
  
  ***** ******

  

  Business response

  07/26/2023

  We are surprised by this BBB submission, as we have not heard from this customer since her last repair on July 10th, 2023. We have shown that we are responsive to her requests for service and insist that there was no necessity for a BBB complaint. The braces that we use on our fences match our hardware, which is black powder coated, and this is the first complaint we've received pertaining to the braces. On the contrary, we've gotta amazing feedback on the braces. We have reached out to this customer today, 7/26/2023 in order to find out how we work with her to address her issues with her gate.

  Customer response

  07/28/2023

  Good morning Kathy, I do have an additional response for the business and some photos/videos. Since my last reply, one of our gates pretty much won’t open. It is the one that they put a support brace on when they came July 10th. When they came that day they were actually putting the brace on the wrong gate. I told them it was the wrong one. After arguing with me for a few minutes, they agreed to put one on the other gate (the one that was catching) as well. The original gate that that was sticking will barely open and close now. That’s what I meant in a previous message that the support brace is NOT working. I did try to call the business back on Wednesday. I left a message for Sam, but have not gotten any call back. Also the other gate is now catching as well. They do need to come back and fix both of the gates. I will try to call them again today to put in another service request.
  

• Initial Complaint

  05/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The fence was installed with 5 different size panels and one side angle to met at a 24inch enclosure and the post is put right into the walkway that leads to and from the side of the house. Mae fence agrees to correct that side but to push back the panels that will leave about a foot gap. Then it patch up with another panel. The job needs to be re done properly installing panels from end to middle then you wouldn’t have 5 to 6 different size panels. This fence is costing me close to 5000.00 and it needs to be done correctly. I called and sent pictures. I even sent a video to Mae fence Rep. Mae fence refuses to re do the full job correctly. They rather do patch work. It is bad business and they need to satisfy their customers. If they want future referrals or even to stay in business.

  

  Business response

  05/15/2023

  We spoke with this customer and agreed to perform service to her product as per her request. This customer kicked our crew off of her property because we would not move her entire fence. We strongly disagree with her request to move her entire fence and will NOT be performing that action. We will, however, move the one side of the fence that she has requested. The entire fence does not need to be moved. This customer is on the schedule for 5/17/2023 and we hope to satisfy her on that date. A balance is currently due.

*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. ↩