Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I commissioned an ornamental aluminum fence to be built around a large part of my property (approximately 1 acre) and contracted with the Wright Fence Company to install it for a price of $50,000. They did not properly set the fence posts into the ground, and I have been contacting them for MONTHS asking them to come repair it. Mr. ********************** came out to my property last fall and walked the fence with me and verbally acknowledged that he could see that some posts had not been properly secured and committed to fixing them - this discussion occurred in October 2022. Since then, despite numerous calls from myself and my fianc, they have not responded or made the fixes. With the winds we are experiencing now, the situation is worsening and the fence is bending and falling down. We have had to zip tie portions of it together to keep my dogs safely contained in the yard, but it is no longer secure for them. I have been asking and asking for it to be repaired with no success. This was a huge expense that we paid, and they have not fulfilled the obligations.

  

  Business Response

  Date: 10/24/2023

  I had reached out numerous times in regards to these issues- several of which were inflicted upon the fence due to materials being left unattended in the pool causing damages to structures installed- to correct on my expense for my customer.  Unfortunately, my customer ******************** stopped communicating and allowed someone to speak on her behalf.  This created a hostile environment for myself and my employees to return to the location.  Threats, insinuations of violence, and complete disregard for human value is something that, regardless the issue, we will not address or respond to.  Our safety has to be held in the highest regards when entering and working on private property. 

  If ******************** would like repairs done to the areas that were damaged by pool toys, unattached possessions during a windstorm, etc, and as long as the hostile environment and reckless regard for humans working on projects is kept at bay, we would be more than happy to return to the location and assist in repairs.  We will not however walk into any property where ill will is wished.

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 19440051
  
  I am rejecting this response because:  

  The response and allegations made by the business are entirely inaccurate and completely without merit.  There was one area of the fence where damage was indeed caused by a pool chair that hit the fence during very high winds, and I very specifically told the business owner that I acknowledged that damage was my responsibility and that I would expect to pay for repair of that particular area. That, however, was one panel of the fence, and did not account for the many panels that were not properly cemented or secured, the gate that was not set properly in the ground or the other incomplete work documented in my case filing.  At no time since the work commenced have I stopped responding to the owner or other employees of the business, and there were never any comments made by myself or my builder which could in any way be construed as threatening physical violence or harm to any member of the company.  I would challenge the business to provide any documentation or proof of such allegations - and I am sure that they will be entirely unable to do so as they are completely false and fabricated to attempt to absolve themselves of their obligations under the contract we signed.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/30/2023

  It is completely ok and valid that you feel how you feel.  I do not believe you are a professional installer and therefore what you are stating to be facts are your opinions.  I am truly sorry you feel so invalidated, however, the created environment and how the feelings of threatening and harassment were continued- created a real fear of physical and imminent danger and we will gladly return and address issues that are our responsibility fixed, but we will not enter a hostile environment. 

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 19440051
  
  I am rejecting this response because: The business has made no effort to resolve or address the compliant and they continue to make assertions for which they have provided absolutely no proof or evidence.  I sent photo documentation of the issues with the fence and accepted and acknowledged the one area that was my responsibility, but they have not addressed any of the concerns.  I have provided documentation and evidence, whereas they have done nothing except make wholly baseless and unsupported claims to evade responsibility for their negligence and shoddy work.
  
  Sincerely,
  
  *********************************