Complaints

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Got a quote from them on purchase and install of 6 - 7 ' privacy fence. quote was $9000.00. Stated wanted to make sure I had a vested interest in this so asked for $1000.00 down for 50% material deposit. They would get balance financed. Put me in contact with Mariner Finance. I did a online application and was approved. the cost of this was then not as I was told. my $9000. 00 fence became way out my price range. was told by fence me in cost would be six months interest free. I called Mariner Finance and they stated that there was no such loan provided by them. Fence Me In got back in touch with Mariner Finance, now all of a sudden, they have such a loan. By this time, I was done. just wanted my deposit back. I would save and purchase a fence. cancelled my fence project with Fence Me In and requested my deposit be refunded. Got a text from rep stated, "Ok got it". I have yet received my refund and have contacted them on more than three occasions. Even had a call set up to speak with a higher up in their company for 9:00am 02/13/2023 and got voicemail. at this point I have lost trust with *********************** along with Fence Me In & Decks Too. I cancelled the contract the following day after the misinformation, lies and back and froths, that were personally my finances. At that point all I wanted was my refund of the "50% Materials Deposit". would Just like My deposit refunded.

  Business response

  03/06/2023

  Hi ****,

  
  

  My name is *********************, owner of Fence Me In and Decks Too.  I'm writing to you in response to complaint # ********.  It seems one of our estimators signed up ************* and told him about our 6 months same as cash program.  ************** liked the same as cash option and signed the attached agreement remitted a $1000 deposit, shook hands with our estimator *********************** and all was well.  

  
  

  I believe ************* decided to investigate the validity of the 6 months same as cash so he took it upon him self to call the 3rd party we use to do financing Mariner Finance.  The *** from Mariner told ************* that they do not offer 6 months same as cash financing.  Upon hearing this I feel ************* grew very uncomfortable very quickly and immediately called **** asking questions and leaning towards a refund of his $1000 deposit.  ****, who is new (1st month) assured him that we do offer the 6 Months SAC and immediately called me.  I texted ************** that Sunday and asked if we could speak at that moment.  ************* suggested Monday and I agreed.  

  
  

  I probably should not have agreed to Monday, especially Monday morning because that's the busiest time of the week for most contractors including us.  I'm sure I saw his call coming in but without a name saved in my phone it just appeared to be one of the 100s of telemarketers that I receive calls from every month. That accompanied with the fact that we are just extremely busy especially on Mondays did not lead to a prompt return phone call from me unfortunately.  

  
  

  Mariner Finance doesn't offer 6 months same as cash financing to anybody calling off the street but they do allow it for us with the agreement we have with them (we have to pay percentage points back to Mariner for giving our clients this convenience).  I texted ************* a copy of that agreement between Mariner and Fence Me In and Decks Too but by that time he had already filed a complaint with the BBB.  

  
  

  I know if I could have talked to ************* Sunday (not a busy time) instead of agreeing to try to converse Monday morning or at least saved his name in my phone so I would recognize that it was him - none of this would have happened.  But as ******** law will have it.....here we are.

  
  

  I refunded ***************** deposit in full about a week or two ago but it's unfortunate to have this black eye on our record with the BBB.  I have since been texting with ************* and he seems to be a level headed individual who got cold feet upon talking to the *** at Mariner.  

  
  

  Attached is the agreement we have had in place with Mariner and an officer at Mariner Finance can verify the validity of this paperwork.  I've also included a copy of the contract ************* signed with us.  If you speak to ************* he can confirm that he has received his deposit in full.  

  
  

  I've texted ************* and apologized for being so busy I didn't get back to him soon enough (I wish I would have saved his name in my phone so I knew it was him calling).  Most people don't wait for 1 day to go by before filing a complaint with the BBB I believe but.....you saw my reference to ******** Law earlier. 

  
  

  Now that the matter is resolved I'm wondering if the BBB can see it's way to removing this misunderstanding from our record?  

  
  

  Respectfully,

  
  

  *********************

  Fence Me In and Decks Too

  Owner

  Business response

  03/06/2023

  Hi ****,

  
  

  My name is *********************, owner of Fence Me In and Decks Too.  I'm writing to you in response to complaint # ********.  It seems one of our estimators signed up ************* and told him about our 6 months same as cash program.  ************** liked the same as cash option and signed the attached agreement remitted a $1000 deposit, shook hands with our estimator *********************** and all was well.  

  
  

  I believe ************* decided to investigate the validity of the 6 months same as cash so he took it upon him self to call the 3rd party we use to do financing Mariner Finance.  The *** from Mariner told ************* that they do not offer 6 months same as cash financing.  Upon hearing this I feel ************* grew very uncomfortable very quickly and immediately called **** asking questions and leaning towards a refund of his $1000 deposit.  ****, who is new (1st month) assured him that we do offer the 6 Months SAC and immediately called me.  I texted ************** that Sunday and asked if we could speak at that moment.  ************* suggested Monday and I agreed.  

  
  

  I probably should not have agreed to Monday, especially Monday morning because that's the busiest time of the week for most contractors including us.  I'm sure I saw his call coming in but without a name saved in my phone it just appeared to be one of the 100s of telemarketers that I receive calls from every month. That accompanied with the fact that we are just extremely busy especially on Mondays did not lead to a prompt return phone call from me unfortunately.  

  
  

  Mariner Finance doesn't offer 6 months same as cash financing to anybody calling off the street but they do allow it for us with the agreement we have with them (we have to pay percentage points back to Mariner for giving our clients this convenience).  I texted ************* a copy of that agreement between Mariner and Fence Me In and Decks Too but by that time he had already filed a complaint with the BBB.  

  
  

  I know if I could have talked to ************* Sunday (not a busy time) instead of agreeing to try to converse Monday morning or at least saved his name in my phone so I would recognize that it was him - none of this would have happened.  But as ******** law will have it.....here we are.

  
  

  I refunded ***************** deposit in full about a week or two ago but it's unfortunate to have this black eye on our record with the BBB.  I have since been texting with ************* and he seems to be a level headed individual who got cold feet upon talking to the *** at Mariner.  

  
  

  Attached is the agreement we have had in place with Mariner and an officer at Mariner Finance can verify the validity of this paperwork.  I've also included a copy of the contract ************* signed with us.  If you speak to ************* he can confirm that he has received his deposit in full.  

  
  

  I've texted ************* and apologized for being so busy I didn't get back to him soon enough (I wish I would have saved his name in my phone so I knew it was him calling).  Most people don't wait for 1 day to go by before filing a complaint with the BBB I believe but.....you saw my reference to ******** Law earlier. 

  
  

  Now that the matter is resolved I'm wondering if the BBB can see it's way to removing this misunderstanding from our record?  

  
  

  Respectfully,

  
  

  *********************

  Fence Me In and Decks Too

  Owner

  Customer response

  03/06/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  Complaint ID ********, I find that this resolution was satisfactory to me, after speaking with the owner, my deposit has been refunded. Thanks, all involved on getting this resolved. 
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  08/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted this company is the building of a 12x16 screen-in porch. I was told the project would take less than two weeks. The project started in mid June of 2022. As of Aug. 20th 2022, the project is not finished. It's one excused after another from the Project Manager ****; he doesn't follow through on anything he says. ****** brother *****, who is suppose to build the project, comes through once a week, late, works for two hours and leaves unfinish work. ***** has not been onsite in the past three weeks. ***** is the one that told me it would take less than two weeks to complete the job. I am done with the excuses from ****. I'm done with his ***** not being held accountable by ****. I'm done with the owner for not holding **** accountable and not caring enough to contact an unhappy customer. Again this project started three months ago. The contract states estimated date of completion is 1 to 2 weeks. For the BBB to give this company a D+ is being generous. This company deserves a F- . They have not followed through on what is contracted to do. **** does not follow through on what he says he is going to do . The owner clearly doesn't care. I'm tired of seeing equipment laying around, untouched during the entire month of August.

*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. ↩