Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August / early September of 2023, Michael L*** (Southern Renovation Fencing) installed a fence and electronic, remote gate. On August 16, 2024, I texted him saying my electronic gate was emitting three short beeps whenever opening or closing. He responded that it probably was a weak battery but to wait until it completely stopped working. August 19, 2024 - I texted to say it completely stopped. Although he showed up the first time to troubleshoot, he has not completed the repair. From August 20, 2024 through November 22, 2024, I have repeatedly contacted him to complete the repair. He either doesn’t show up when he says he will, doesn’t reply, or has some vague excuses as to why he doesn’t have time. I have documented over 19 text communications with him - ALL at my initiation asking for updates, timing, etc . These specific text communications and all details are documented in the attachment provided. I have been very patient (very very patient) and tried to be flexible understanding that he might be busy. However, he is making no effort to repair my gate. At this point, it appears he is stringing me along. He doesn’t show up when he says he will, he ignores requests for updates. I have changed my schedule to meet his timing but then he doesn’t show up and doesn’t notify me that he is not coming. As you can see, almost every single communication is initiated by me. At this point, I have done all I can to get him to repair the gate and nothing is happening. It has now been over three months and there is no progress and no plan. This should have been a simple fix - there are only two batteries, a circuit board and two sensors. Due to the above, I have run out of options and therefore, I am filing this complaint. My request is simple - repair the gate ASAP to working order and return the remotes.

  Business response

  12/16/2024

  GOOD  MORNING IM REPLYING ON ID ******** CUSTOMER ****** THORPE GATE OPENER REPAIR THE TIMING OF THIS AND TRYING TO FIGURE OUT THE PROBLEM NOT TO MENTION TRYING TO GET PARTS WARRANTIED HAD RUN THIS FIX THAT I COULD NOT RESOLVE QUIK

  AND WHEN HURRICAN HELENE CAME I WAS OVER RUN WITH EMERGENCY CALLS NOT MENTION ONLY HAVING 1TO 2 WORKERS 

  IT GOT OVERWHELMING I WILL CONTACT ** ****** BY THE 18TH AND WORK TO RESOLVE THIS IF NOT RESOLVED WE WILL TALK ABOUT REFUND OF 4$ 1,500.00 THANKS 

  Customer response

  12/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]

   

  NOTE: I am rejecting this because he did not call me by the 18th! So once again, he says he is going to do something and either doesn't do it or ghosts me. 
  
  Regards,
  
  ****** ******

  Customer response

  12/19/2024

  Michael has not contacted me, neither by email nor by phone / text - today is the 19th. ******

  Business response

  12/24/2024

   

                  RESPONDED ****** ON THE 20TH DEC ABOUT COMING OUT THE 23RD TO PUT PARTS ON SHE SAID SHE ALREADY FOUND SOMEONE ELSE

                   I WILL SAY AGAIN DUE TO OVERLOAD OF HURRICANE HELENE REPAIRS, AND NOT HAVING  ENOUGH HELP I WAS NOT ABLE TO RESPOND IN A TIMELY

                   MATTER. SOUTHERN RENOVATION FENCE TAKES PRIDE IN SERVICING THE UPSTATE ..
  

  
  

  Customer response

  12/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Even if Michael might have been short staffed and then busy when Hurricane Helene hit at the end of September, that is not a valid excuse. He has taken zero initiative to reach out to me, since August when the gate broke. The only time he responds is when I contact him. He would make appointments to come, never show, and never contact me to explain why nor to reschedule. He has stated repairs are not his priority. I have reshuffled my schedule multiple times, waited at the house for hours when he said he was going to show but  he does not and I never hear from him to cancel the appointment. It appears he does not even take this complaint seriously, as he did not respond by the deadline. However, he appears to think it is OK to reply two days after the deadline and say he could probably come out Monday and look at it - and that will be acceptable. He has shown zero initiative and even if being short handed might have been an issue for a short period of time, it does not excuse his actions for the last over FOUR months. 

  Since he did not reply by the BBB deadline, I have found a repair man. Michael using the same excuse for four months of non-action is not a good business practice, making appointments and not keeping them is not a good business practice, stating how proud he is of his Company but not responding to customers is not a good business practice, trying to intimidate customers is not a good business practice. I would not recommend Michael and his company to anyone. 
  
  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. ↩