Complaints

• Initial Complaint

  11/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Fencecrete has given us the absolute WORSE **************** I have ever experienced in 50 years. We have their concrete fence around the property. This year alone, cars have run into the fence TWICE and destroyed several sections of it. The drivers' insurance is ready to pay for the replacement within days of accident but we, as the homeowner's have to wait months and months for even an inspection of the damage and then another several months for the repairs to be done. Fencecrete offers no assistance or explanations except to say that "we are in line". Unbelievably poor customer service. They will not even tell me what the warranty is on their product. This family will NEVER again purchase any products from them and I will make sure others know how awful this Company treats their customers. This concrete fence is also disintegrating with the constant vibrations of the increased traffic in front of our house or maybe just because it's an inferior product. It is literally falling apart. Cracks are everywhere and more are constantly appearing. The fence literally falls into pieces onto the ground. The product is certainly not worth the price. My Dad, who purchased this product was told it would last forever. Definitely NOT TRUE. I hope future customers read this review before purchasing this high-end product from Fencecrete. The product is not what it is promoted to be and the Company itself offers VERY poor, if any, customer service to their paying customers for after purchase repairs. Hard to understand how this Company stays in business with such terrible ****************. Buyer beware!

  Business response

  11/20/2024

  Thank you for the opportunity to respond to the complaint regarding customer service and product performance. While we understand the complaint has been submitted by a third party, we would like to provide clarity and context regarding the issues regarding the repair work for Mr. *** *********. At Fencecrete, we value all our customers and stand by the quality and durability of our products, as well as our commitment to service excellence.
  

  Timeline and Repair Process
  

  To provide clarity on the timeline and circumstances of the repair process involving the customer:
  - On June 17, 2024, we issued a repair proposal to the customer for approval and payment, with a specified deadline of 45 days for payment.
  - The signed proposal was returned on June 25, 2024, but payment was not received until August 13, 2024, which delayed the repair schedule.
  - Once payment was received, repairs were scheduled and commenced on August 27, 2024.
  - Our standard timeline for repairs is first come first serve basis, considering production, scheduling, weather conditions, and unforeseen delays.
  At the time the repairs were completed, the customer did not express dissatisfaction with the work performed or the product.
  

  Product Durability and Performance
  

  Our concrete fences are built to high industry standards for strength and longevity.However, as stated in Section 16 of our Conditions of Sale, customer acknowledges that from time to time, as the fence settles and ages, superficial cracks in the fence may occur which have no effect on the structural integrity of the fence, and that no warranty of any kind is made by Contractor with respect to such superficial cracks, and Contractor shall have no responsibility to repair such superficial cracks. Additionally, external factors such as vehicle collisions, heavy traffic vibrations, ground movement, and soil shifting can impact any structures condition over time.
  

  Commitment to Customer Satisfaction
  

  We understand the importance of clear communication and timely service. Our timelines are outlined in the customer proposal, and as all fences are custom orders,materials are manufactured to ensure quality. This process, along with factors like production schedules and external conditions, may impact repair timelines.Fencecrete remains committed to providing high-quality products and service that meet our customers expectations.
  

  Please feel free to contact us for any additional information.
  

  Thank you for your attention to this matter.
  

  Sincerely,

  **** *******, President

  Customer response

  11/20/2024

  Complaint: 22540422
  
  I am rejecting this response because they are responding to a previous accident and repair NOT this current situation. The repairs remain undone! As far as I am aware (and I live on the property itself), no one has been here to even inspect the damage. So, NO, Fencecrete is NOT providing good customer service. They can stand behind their statements all day long but I know first hand that they do not provide reasonable customer service. This current auto accident that took our fence out occurred on 9-3-2024 and Fencecrete was alerted a day or two afterwards and to this day, no one has been here to provide an estimate for repairs. The responsible party for the damage and he's insurance company have been standing by, waiting on Fencecrete. Everyone is waiting on Fencecrete and still the fence is broken down.

   

  What Fencecrete failed to mention in their response to this is that the 1st accident happened on 4-14-2024 and it was several months before they came to even access the damage and provide a repair estimate. Happening again. We are the victims here but we have to endure the poor customer service of **********************. Also, I am NOT a third party, I live on the property and I'm *** *********** daughter and full-time caregiver.
  
  Regards,
  
  **** *******

  Business response

  11/26/2024

  Dear Ms.*******,

  Thank you for your follow-up and the opportunity to provide additional clarification. We understand the frustration caused by delays and miscommunication, and we regret any inconvenience you have experienced. Our goal is to provide clear and efficient service to all our customers, and we hope the following clarifies the timeline and status of the current repair process.

  Timeline of Current Repair Process
  Following the accident on September 3, 2024, the following steps were taken:
  - October 2, 2024: Fencecrete received a call reporting the damage and requesting a repair estimate.
  - October 9, 2024: Fencecrete conducted an on-site assessment to evaluate the damage.
  - October 31, 2024: The proposal was reviewed and approved by Fencecretes owner to ensure accuracy and alignment with company standards.
  - November 5, 2024: The finalized proposal was signed by Fencecretes owner.
  - November 6, 2024: The finalized proposal was emailed to the email provided during the October 2nd call for *** *** ********** review and approval.

  To date, we have not received further communication or approval from *** ********* to proceed with the repair process. As we can only move forward once approval is received, we encourage *** ********* to reach out directly to finalize the next steps.

  
  Clarifying Communication
  We would also like to clarify that all communication regarding this matter has been conducted directly with *** ********** At no point has Fencecrete received communication from or engaged directly with Mrs. ******** Our understanding that this complaint was submitted by a third party was based on our ongoing correspondence with *** *********, who we understood to be the property owner and primary contact and apologize for any miscommunication.

  Fencecrete is ready to proceed as soon as we receive confirmation from *** ********* or the authorized decision-maker. To streamline the process, we encourage ************ to respond to the proposal provided. We remain committed to completing the repairs promptly and to your satisfaction once approval is received.

  If there are any further questions or concerns, please reach out to Fencecrete through the contact methods previously provided. We value your feedback and appreciate the opportunity to address this matter.

  Thank you for your attention.

  Sincerely,

  **** *******, President

*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. ↩