Complaints

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with JC Fence to replace two sections of fence with gates. We have a pool. They knowingly replaced the gate that was to code (ie: self closing opens out) with a gate that DOES NOT MEET CODE. The gate they installed opened in and had no closer. I brought it to their attention and refused to pay in full until the issue was corrected and the job was complete as stated in contract. Therefore they did come back and switch the gate to open outward leaving a large gap between the house and the gate. The closer they added was not adequate to close this large wooden gate. The latch also did not align. This did not become evident until after I paid in full. To date there has been no reply to my requests to fix the latch and replace the closer. The worst part is he me he advises his customers to remove the closer once the inspector has signed off on it because it could loosen the post.On the other side of the house the service gate they installed had a gap of almost 2 inches between doors. The owner said wood expands, the gap is required and altering it would void the warranty. Then he added pickets to close the gap.They were also supposed to reinforce the wooden posts along the back of the yard with metal posts. There were four that they skipped. If I had not pointed it out they would not have been done. One of them was left leaning out. Had I not noticed it before the cement dried and tied it back to straighten it the cement would have dried and held the post at an angle permanently.Many of the reviews online tell the same story of JC Fence not responding to clients once they have received their payments, even for small adjustments/corrections. ********************************************************************************* They never responded to my request to correct the closer and latch on the gate. I had to have hinges fabricated, purchased a new closer and repair the latch myself. I would at the very least like to be compensated for the cost of the hinges, latch and closer. $100

  Customer response

  05/24/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  05/26/2023

  When ***************** expressed his concern about the gate our ******* with 30+ years of experience explained that due to the type of gate and the way the gate needed to operate that there would need to be gaps in order for the gate to function properly. We offered another options but he did not want it. We understand that some people would sacrifice mechanics for aesthetic so we are more than happy to refund him $100.00 for the cost of the hinges in exchange for our hardware that was provided. 

  We can schedule a time with ***************** that is convenient for him. 

  Customer response

  06/04/2023

  [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 have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #******** with the understanding that there is no hardware to return. I will also note that when I went to the offices of **** Fence the woman I spoke with who identified herself as the author of the email to the BBB was very argumentative and did not seem to have any interest in satisfying customers or improving the quality of their work. The bottom line is JC Fence installed a gate that does not meet code in ************ and did not respond to multiple requests to fix the issue. 

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  
  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. ↩