Complaints

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  December 16, 2022 I paid $4,462 to Mae Fence to install an 86' vinyl fence including the gate. Two weeks later, one gate leaf broke after the first wind (not a hurricane) as it was not well secured. Our requests to repair the broken gate were denied. The company refers to bad weather conditions, while the contract gives a one-year guarantee for work. I invited an inspector from the Building Department of South Euclid. It Turned out that the work on the installation of the fence and gate was not done correctly andd was not accepted by the inspector. We are not young people and we do not have the strength to fight the company. Now they want $450 for repairs. Please bear a fair decision and restore our material and moral damage.

  

  Business response

  02/15/2023

  Initially, the customer reported that the damage to the fence was caused by weather. Weather related repairs and/or "acts of God" are not covered under warranty. We have not seen the inspection the customer claims to have received, however, we have decided to remedy this situation at no cost due to the accusation that the damage was due to "incorrect construction". We value our customers and want to extend proof of that. We have spoken with this customer and have February 22, 22023 scheduled to repair this customers fence at no cost to them.

  Customer response

  02/16/2023

  2.15.2023 BBB received vm from consumer stating business called him and is coming out 2/22/2023 to make repairs. We accept business response.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mae Fence installed a fence in early September. It encroaches 18 inches over my neighbor's property line.

  It's my understanding that Mae Fence improperly filed to the city for the permit. The city contacted myself and Mae fence to resolve the issue - the fence has to be moved off my neighbor's property and onto my property.

  Mae fence refuses to speak with me and has not resolved the city's demand to fix this.

  Mae fence has treated me, with a disability discriminations, causing liability for others, and gross negligence which are state and federal laws that are being breached.

  I have emailed and called the company, the manager, and the president of the company yet no response. I am able to see the city directly demands that Mae fence talk to me in a civil format yet they do not even follow the what the city of Willoughby demands.

  I can continue with additional problems but I believe this is enough at this time. please contact me for more information

  

  Business response

  10/10/2022

  Primarily, our General Manager agreed to do work for this customer after he called several times and refused to take no for an answer. The reason lower management at first refused to perform work for Mr. ******* was because Mr. ******* did not want to pay our company minimum, which is $2,500. Due to his extremely abrasive demeanor towards our employees, and persistence in requesting that someone "higher up" reach out,  our General Manager did so. After speaking with this customer and understanding we were installing a project for his neighbor, we made an exception to do his project for lesser than our minimum. We explained to Mr. ******* that ONLY because his neighbors were getting a fence, and if we could do his small portion the same day as his neighbor, that we would install the fencing he requested for $880. During the installation process, Mr. ******* came outside and instigated an argument with both the Willoughby inspector and his neighbor over the placement of the fence. The placement of the fence was known at that time by the inspector onsite. Mr. ******* was being so disruptive that our crew called the main office to make note of his erratic behavior.

  The fence was installed the way that the customer wanted and as stated on the contract. After completion of the project, we were told by the City Inspector of Willoughby that Mr. *******s fence encroached his neighbors yard. We then sent Mr. *******, his neighbor (Mr. ********) and the City of Willoughby an email that detailed that the fence would need to be moved and would be taken care of. We have attempted to resolve this issue and remove the 18" on his neighbors property. Mr. ******* quickly responded by telling us that we did NOT have permission to enter his property to correct the issue. Further, he threatened to call authorities if we "trespass on his property". This customer then threatened legal action and the involvement of attorneys, which we take extremely seriously. Once that threat is made towards our company, we typically hand the situation over to our own attorneys in order to address the issue accordingly.

  We did work diligently to correct this situation until we were threatened to not go on his property. We were trying to act in the "family owned" demeanor in which we pride ourselves in and make an exception to help this customer get fencing even though he did not meet our company minimum (company policy) and was abrasive with our staff. We have taken his multiple threats and unpredictable behavior extremely seriously and are concerned for the safety and well being of any of our employees that may come into contact with this customer should any further work be done on our behalf. We do NOT feel safe working with this customer any further and if he would like the 18" moved, he can do so himself.

  Customer response

  10/17/2022

  I am rejecting this response because If it is truly Mae Fence concern to fix the fence while I’m on the property than I have no issue for them to fix the fence without me on the property during the entire time while it being done. I have taken this city concern very serious and desire to resolve things in a civil matter. I explained in emails yet they have refused to communicate or resolve the issue. 
  
  
  I was not on the property when the inspector when my fence was put in. I was at work. I was there when the fence was being originally put in but did not remain there the entire time of the installation. I still have not refused to have things done legally right. It is the law stating that a contractor is responsible to fix the mistake and as they admitted and agreed to do so than I am requesting for them to complete such action.
  
  
  Also, I did not have the correction to be done right away as the city attempted to have my neighbors agree to resolve the scenario without any changes needed and no charge for a permit altercation. Finally I did talk to Adam on the phone and he stated that no word is good word and to wait to see if the city continues to force things to be done which the neighbors contacted all parties saying it needs to be corrected. I wish to follow the cities law and request which I have constantly done. 
  
  
  If Mae Fence does not even want to contact me and do it while I’m not on the property while they are there than they are welcome to do so. They did do work for my north side neighbors and they would be happy to work with them to make sure everything is resolved as it is causing issues in the neighborhood over something small that needs to be done. 
  
  
  If it is truly Mae Fence concern to fix the fence while I’m on the property than I have no issue for them to fix the fence without me on the property during the entire time while it being done. I have taken this city concern very serious and desire to resolve things in a civil matter. I explained in emails yet they have refused to communicate or resolve the issue. 
  
  
  Finally, the owner of the south property did consent that the fence could be put in as is but desires that the company aka Mae fence fix things if the city requires for a correction which has been done. 
  
  
  All neighbors and everyone is waiting for this to be fixed and as a disabled individual I couldn’t do so even if I tried. I need the company I hired to do so and for them to do what the city requires them to do. 
  
  
  For their safety concerns, I will do whatever they need to make sure there will be no issues at all. I will sign off a paper saying I won’t be on the property or do whatever is necessary to have the law followed and the contractors complete their job. 
  
  Please advise,
  
  *** *******
  ###-###-####
  

   

   

  Finally, the owner of the south property did consent that the fence could be put in as is but desires that the company aka Mae fence fix things if the city requires for a correction which has been done. 
  
  
  All neighbors and everyone is waiting for this to be fixed and as a disabled individual I couldn’t do so even if I tried. I need the company I hired to do so and for them to do what the city requires them to do. 
  
  
  For their safety concerns, I will do whatever they need to make sure there will be no issues at all. I will sign off a paper saying I won’t be on the property or do whatever is necessary to have the law followed and the contractors complete their job. 
  
  
  Please advise,
  
  
  Dan *******
  ###-###-#### 

  

  Business response

  01/19/2023

  He has passed the inspection with no conflicts (see attachment). He agreed that the fence was installed as per contract, and would be connecting to an unauthorized fence should we have done so.
  

  I have also attached the copy of the inspection report.
  

  Adam P. V** ****
  

  Customer response

  01/20/2023

  In the prior statement Mae Fence stated they would be reaching out to me to discuss this matter. They lied to you and did not do it at all. No one from the company did so. I am glad that Mae Fence did not deny their lack of communication with a customer. If they would have told me everything was approved that would have decreased my stress which stress is the cause of me having seizure and I did have a seizure just last Friday. At the end, I only request that I have a hard copy that the entire fence permit has approved for both portions I have paid Mae fence to do. I want a copy for proof to my neighbors that shows both the right fence and the left fence were both fully approved by the city and the company communicated and makes sure everything has been done so, as a disabled individual, I do not need to continue to be stressed. I do not have a printer so it needs to be sent to me in the mail as normal. If they would like to send the proof showing the fence on both sides is approved by the city and all is well they can even send it for me to sign confirming I received it and all will be good. I am not asking much. A job that I paid to be done is fully completed from me paying them to work being done to paperwork’s being finalized to confirm all is done satisfactory. 

  
  

  I want to be treated equally as a customer and I don’t feel like there is nothing wrong with that. It’s sad that they have failed to communicate with me as promised, do the paperwork as done to me to complete the job. I know nothing is done until it’s not just hearsay but actual hard copy of proof for my records that all is done from both work that was done. Not just the most recent but both was fully finalized and approved. 

  
  

  I fully desire for a civil result in a professional matter. I believe that is what was paid for and I ask nothing for more than that. I’m sure BBB can understand that and how a disabled individual would desire to make sure business are held accountable accordingly. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a fence installed in February 2022 by Mae Fence. The fence they installed ( black aluminum ) was scratched almost on every rail section, very disappointing. Then this past summer, our HOA made a suggestion regarding our rear carriage lane lights to be operational. After having two different electricians out to check out the problem it was discovered the fence company killed the private electric line ( severed the line ). After the area was dug up, we saw they also smashed and cracked our down spout drain line. There is no way this wasn't realized during the install and mentioned nothing to us. With the area exposed recently we could also see the post in that same area does not even have enough concrete around the post and were told by the contractor working on the line, that post will push during the weather change. We have called the company and left voicemails and no call back. We would like some restitution and the post to be properly cemented into place. Please help. Thank you

  

  Business response

  10/03/2022

  We have spoken to this customer prior to this BBB complaint. We explained to the customer that Mae Fence Company is not liable (as outlined in our contracts that every customer must sign in order for work to be performed) for damage to unmarked underground lines. Unmarked lines are any lines that are not marked by 811. The lines obstructed were unmarked and impossible to know were present prior to digging. We will send a service team over to this customers residence in order to check the post in which is claimed to not have enough concrete.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid Mae Fence $1184 at contract signing, and they have removed the remaining We paid Mae Fence Co. half of the price for a "post-and-rail fence, that looks like one on a Kentucky horse farm," on June 6, 2022 ($1184) and they had already removed the other half on August 25, as soon as their 2 workers had finished installing a post-and-rail fence--three months later, after numerous delays, failures to show up, and miscommunicating with us--with one rail at ground level, one just above post caps, and covered with black metal mesh between the posts and rails--which Joanne specifically explained she did not want, and which is not on the contract we signed. In response to our complaints, a Mae Company representative promised over the phone, to come here the next afternoon (August 26) and remove the metal wire mesh. Nobody arrived then, either, and we were unable to contact Mae fence. After reading so many complaints about Mae fence now, on the BBB site, I see that this is the way they conduct business. We would like them to remove the wire mesh, but now, after reading about how their workers damage the project in doing repairs, I am concerned that we could have a worse situation if we finally get them to respond. We want them to remove the mesh ONLY if it can be done without causing any damage to the elements of the sad representation of a "horse farm post-and-rail fence.

  

  Business response

  09/06/2022

  We have been in communication with this customer. Our customer service rep was out of the office for a personal matter during the time this customer reached out to us. She did have a greeting on both her voicemail AND email notifying customers when she would be back in the office. Usually, black wire mesh accompanies this style of fence and it is rare to NOT. We offered the customer to keep the mesh and no additional cost but the did not want to keep it. We are going back 9/13 to remove the wire mesh for this customer.

  Customer response

  09/12/2022

  9.12.2022, BBB received a phone call from ****** ***** stating that she does not want the company to come out Wednesday. She also stated that she no longer wishes to pursue her complaint through BBB dispute resolution services.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 08/01/22 Mae fencing came out to install a fence to my home. After the installation I was told by the installers they did not have all the materials and would come back the next day. For the installation I was promised meshed wiring at the bottom of the fence which was left off. I called the office and spoke with Samantha who told me she would call me back with a resolution. She did not. I left voice messages and sent emails and no one replied including the salesman. I waited for sometime without a reply. Then the final payment hit my credit card. Mae fence charged my card before the completion of my fence. Also theirs gaps under my fence where a small animal can past under. I would like resolution and my fence completed. Very disappointed.

  

  Business response

  08/09/2022

  Management went out to the ********** project on 8/8/2022 to form a plan in order to place the mesh she requested to be put on her fence. We are installing the mesh at no cost to her as a gesture of appreciation of her patronage. The mesh is to be installed on Saturday, 8/13/2022. 

  Customer response

  08/19/2022

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

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mae Fence was very responsive during the proposal and quote phase. We paid a 50% deposit and the 50% remaining balance was to be paid upon completion of installation. Their crew arrived midday on March 28th to install the fence. They dug all of the holes in the wrong place and had to dig them over again. They never filled in the holes and to date I have holes across the middle of my back yard. Because of this delay they did not finish the job in 1 day, but still charged my credit card for the job. I asked them to reverse the charge but they would not. Two days later the crew came back to finish the job and correct a couple of poles that we had issue with. by the end of April the fence was broken in two separate locations and the hinge and vinyl on the gate were broken. I reached out to Mae and sent pictures. I also discussed with Sam Keeler in their repair department what needed to be corrected. I continued to correspond with her throughout the entire month of May. Finally on June 3rd she told me they would be out on June 4th. My husband took a day off work and sat there for 12 hours but they never showed up and they never called. She then told us they would be there on June 7th between noon & 3pm. Once again my husband took off work and sat there but nobody showed up and nobody called. I followed up again with an email (because she does not return phone calls) & she told me they were there at some point in the evening to repair the fence. So they went onto my property without anyone being home and supposedly repaired the fence, but didn't bother to call or tell anyone. Well the repairs we discussed are still not made. There is still broken vinyl on the gate & the additional black piece that we discussed was not installed. Again I have sent 2 emails and nobody responds. The frustrating part is that I have included both Tim Surprise and Matt Surprise on the emails and asked for a phone call. To date no call & no response. We paid over $14,000.

  

  Business response

  06/16/2022

  We are working to make certain that this customer is happy. She just sent us a message that says, "day three of no response". She admits herself that we were in diligent in contact with her up until a few days ago, which is when a massive storm rolled through the area and knocked out power and internet in most of Columbus, OH for nearly 3 days in which was just restored a few hours ago. Our service and repairs department has an automated message that indicates that there may be a delay in our responses until we restore power and internet. We do understand how frustrating this has been for our customers, as it has been for us, as well.

  We will be reaching out today, June 16th 2022 as soon as possible to give her a date in which we will be back to complete the items in which requires attention. We are committed to this customers satisfaction.

  Customer response

  07/06/2022

  They have had service out twice but have still not completed the repair as discussed.  We are still waiting for the metal drop rod that they were supposed to install.  I called them last week and just asked if they would mail it to us and my husband would install it himself. Sam said she would do that but we haven't received it.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/28/2022, I had to pay Mae Fence $250.00 in order to repair a gate that has been askew and does not close properly. The fence was originally installed in December 2020 by Mae Fence and it did not close perfectly, but it was ok. Over time, the gate has gotten worse. It was my assertion that the gate never worked correctly due to the surrounding posts of the fence and that it should have been covered by the warranty. But I was told that the problem was only with the gate and I would have to pay the repair fee. I begrudgingly accepted this proposal and paid the amount on the aforementioned date (*****************). After this, a crew did come out to survey the gate. They told me that the problem was due to the fact that there should have been a metal pole inserted into the post adjacent to the gate to properly support the weight. I was then told that I would be hearing from the office. I never got any calls or emails. After trying to reach the office several times, I finally was told by email that the repair was scheduled for 6/3/2022. On that date, I never got further details as to the time. After trying to reach out again, I did get a call back saying I was still on the schedule. When I asked what time, they didn't have an answer, but said that it is possible that crews work on Saturday (6/4). As of this moment, I have never gotten any further correspondence and no one has come. I am upset that I have to use this forum to get a basic repair done that was clearly an installation issue. I want this repair done ASAP!!!! Also, I would have been willing to let the $250.00 stand if they would have fixed it by now, but since I have no correspondence and no timeline in sight, I would also like this amount refunded for something that is clearly due to an installation flaw and not normal wear and tear. I would like this resolved ASAP!!!!

  

  Business response

  06/07/2022

  This customers gate is out of warranty, as is outlined on the customers contract. When a product is out of warranty, Mae Fence still works with the customer to help make any repairs to their product as cost effective as possible to show appreciation for their initial purchase. We only charged this customer a "trip fee" and did not charge the customer for the material that it would take to make the repair to the gate. We answer all of our customer service requests in 24-48 hours due to our volume. We have records that we have responded to this customer within this time frame. We first went out to this customers property at May 10th to adjust the gate and add concrete to the customers gate post for more support. The customer called again, deeming the solution unsatisfactory. We then scheduled a crew to go back out June 3rd 2022, however, the crew got held up far longer than expected at a previous job. We DID tell the customer that would could possibly return on that Saturday, however, we had a delay with our crew on that date and we unable to provide repair service to our customers on that date. We will not be refunding the trip fee of $250. We have been working to complete this repair. Again, we did not charge the customer anything for the materials to complete the repair, even though the customer is well out of the terms of their warranty. We have also been keeping a running dialogue with this customer and have documentation of that. We are committed to performing this repair for this customer and will reach out ASAP to schedule another visit for 6/8/2022.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchsed a 3 ft split rail fence with Mae Fence for $2636. After the fence was inslalled and paid for i noticed the gate digging in my new driveway causing damage. I called Samantha K****r from Mae Fence and she scheduled me a insyaler out to shave 1/2 inch off the bottom two post to gate. When the installers came they took my gate completely off and ruined my fence. Its no longer even. In a (V) formation and willl not stay shut and stays swinging open. It looks as if its broke. I immidiately called Mae Fence and spoke with Bo. He ask for pictures via email. I sent them and he said he cannot believe that they would destroy my fence like this. On the 12th he told me he had proffesionals coming to repair ir Saturday the 14th. No one came. Monday i called telling them my gate is still swung open looking a mess and no one came. The told me they would gareentee someone would be here to repair this disaster Tues the 17th. Once again no one came. I have spent over $50.000 remodeling my home. And I have a broke gate that is a horrible eyesore and im constanly getting gaslighted with no calls or show for scheduled appointment. Either they fix my gate or give me back the portion of money I paid for gate that does not serve the purpose of a gate by looing bent up and swings open on my neighbors property. My neighbors are complaining and this entire situation is not what I would expect from a professional fence instalation company.. the fact that I keep getting lied to and given appointment where no one comes adds insult to injury. I wont my gate fixed ASAP or my money back for the gate and I can call a real professional to put one in.

  

  Business response

  05/18/2022

  We take customer satisfaction with the utmost sincerity. We have been diligent in our solution to the customers requests and continue to do so. We have been to the customers property once for repairs after installation. The customer was not satisfied with our solution, so we are going out again. We are again sending a crew today 5/18/22 to remedy the situation, which is uneven. We want the customer to understand that sometimes a project needs adjustments, however, we administer warranties to help comfort the customer in knowing we will not leave dissatisfaction left unattended.

*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. ↩