ComplaintsforSecure Fence LLC

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Secure fence, LLC installed our fence almost 5 months ago now. They were supposed to come back to add 2 pieces of privacy so our 2 small dogs can go outside in the back with no worries of them escaping, this was all part of the contract we agreed and sign. Unfortunately secure fence has completely forgot about us. We have find out that they have never gave the city the notice of commencement for them to close our permit either. We tried to contact secure fence few weeks ago and he answered saying we were on his mind and that supposedly we were second in line for him to do his do diligence and 3 to almost 4 weeks later nothing. He has not responded to any phone calls, left a few voicemail and emails as well and no reply, completely ghosted! All we wanted was for the permit to be taking care of and the work to be done as promised!!! The reason we went with secure fence is because the owner ***** promised us it was going to be done As fast as possible because we had explained to him the reason. we have dogs and they love playing outside and its important for us to feel secure as well for them and us.

  

  Business response

  06/05/2024

  It is true you have two Wing panels coming to you no we did not forget about you we've been short-staffed in the office and I myself have been trying to take care of that the office has been re-staffed with competent people as your inspection is scheduled later today the notice of commencement is on file and the promise to have you done quickly was of help our contractual obligations have been met thus far as the agreement for the wing panels was to be done after the inspection took place. Why we do understand patience is a virtue and appreciate people's understanding in the matter of being short-staffed this is something that we had mentioned upon your request we start the work prior to permit approval uneasy with this request I mentioned we would do you as soon as we could and we did in fact I believe we got in there ahead of schedule for production. Nevertheless our office is now fully staffed and we are now displaying as the well oiled machine our beloved City of ********** has known as for not to mention being the neighborhood favorite on next door.com we appreciate the business ********** has given us and we love our hometown just to the Future and what it may hold thank you

   

  Customer response

  06/05/2024

   
  Complaint: 21745208
  
  I am rejecting this response because:
  We have yet to received any acknowledgement of our request for a reduction of our final invoice for our inconvenience and the lack/ no communication of the progress of our project.

  We called and left voicemails, texts with no answers or returned calls. 
  

  The reason we are here today is because a simple notice NOC was never sent to the city of ********** which could have been emailed to them. It has taken almost five months for your company to finish our fence which is unacceptable. 
  We were promised by your company a fast process and that was not what we experienced.
  We do understand that now the work is finally in progress and the remaining pieces that were missing are on the way. I still feel uncomfortable with how we were neglected and given zero updates throughout the last five months. 
  We hope you can understand our prospective, the work that has been completed is excellent however the delays its what has us frustrated.

  Thank you for understanding 
  
  

  
  Sincerely,
  
  *****************

  Customer response

  06/19/2024

  The company came and finally finish the job and now waiting for payments from us. We had the chance to talk to the wife of the owner and explain to her our frustration. She did agree on a discount and told us she would talk to her husband. We finally received the bill with no discount!! So we are waiting on a response on BBB or an answer from them. We do believe that taking almost 5 months for our fence to be done is unacceptable!

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our fence installed by Secure Fence. Prior to the storm, there was a lot of back and forth to get the fence completed. He had a worker come out that would just walk around and do nothing. After numerous phone calls and texts, ***** the owner finally got a team of guys to complete the fence. We still do not have our gate install completed. Still missing the latches. Our fence unfortunately was damaged due to the storm. He told us that it wasn't warrantied. I understand that completely. We asked ***** for an estimate to repair. He was gracious enough to provide a discount for the labor but the material was just dropped off at our home and nothing has been done. When we gave him the deposit for the repair on 10/18/22. We agreed to have it completed by 10/26/22. Today is 10/28/22 and its still not completed. We paid him full for the first install and its not completed. We have sent numerous texts and have made calls to get the fence repair completed and keep getting the run around. I wish I didn't have to get to this point but my blood pressure is going higher from dealing with this stress. This is hard earned money that we are using to have our fence repaired. All I am asking is that this gentleman complete the repair of the fence so we can get on with our lives. We have a pool that is set to begin construction soon because we just passed inspection and this might delay the process because the material is just laying on the yard. My grass has died where the material is laid. There's old concrete that was dug up from the previous install. Once again, I didn't want it to get to this but I can continue to suffer at the hands of this company. I have photos and proof that we made an agreement to have completion by 10/26/22. I would kindly ask to have this company have my fence repaired please.

  

  Business response

  10/31/2022

  This response was taken verbally by BBB:

   

  We discounted this repair significantly due to the circumstances, although we had advised them to wait until after the hurricane to finish the fence, but they were insistent that it be finished before. We finished three days before the hurricane. We also took less than our normal deposit, on the repair, (1/4) and agreed on another 1/4 at completion and the balance due 6 months later. We were originally going to cancel this contract and return the customer's money due to the customer's behavior, however after having a conversation with the customer we agreed to proceed and an agreed upon completion date for this past weekend was set. We provided Wednesday as a best timeframe. The customer wanted a deadline in writing and since our industry is always changing I said if they wanted a deadline then I would agree to this past weekend. After that, the customer called or texted cancelling the job and requesting a refund. We agreed to cancel and processed the cancellation per our policy. The refund was processed and sent to the customer via Zelle this morning.

  Customer response

  11/02/2022

   
  Complaint: 18329263
  
  I am rejecting this response because:

  ***** from Secure Fence did not fulfill the expected date of completion as written on the agreement the day we agreed to the deposit amount. He brought the materials to my home 1 week prior to
  the agreed date of completion and it just sat there. ******** calls and texts were sent to both of his phones. No response. The expected completion date was 10/26/22. On 10/27 and 10/28 ***** was contacted and no response. On 10/28 ***** came to complete a latch install from the previous build that he was paid for without the completion of the gate. The latch install is extremely unsatisfactory. That same day he took the materials from my home without even sending a text or calling to explain the reason for the removal. I didn't want to get to this extreme but when he only returned $132 from $682 that we gave him. I had to take action. I work very hard for my money to be taken for $550 for something that wasn't done. I have texts were I asked nicely prior to cancelling with him, asking him to please call me, answer my text and/or complete the repair as per agreed on. ***** NEVER said he was coming on Saturday or Sunday to complete the repair. If he was, then why did he remove the material from my home on Friday without consent and not inform us since we paid him. For the record, as I have a photo of. I told him that I would give him 1/2 the deposit on 10/18 and the remaining balance on 11/18/22, he agreed an accepted and cashed the check for $682.07. All I wanted from this was my full deposit and I wouldn't have gotten to this extent. Any behavior spoken of on our part was due to lack of communication with Secure Fence and Lack of workmanship. I am attaching a photo of how the materials were left awaiting install and a photo of the unsatisfactory latch install.
  
  Sincerely,
  
  *********************
  

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