Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/03/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
On Saturday, April *******, I contacted Top of the Line Fences owned by *************************** and ************ after my husband (*********************) read about this fencing company on the ****************** website that covers all the Tampabay regional areas. On Saturday April 13th, ************ came to our residence of ***************************************************************** and provided an estimate of $1900 to install a new vinyl picket fence, which he said he had the materials and could start the job on Thursday April 18th, 2024. On Monday April 15th, I(***************************) received an email invoice for $950 for ************ to confirm and begin installation. During our previous conversation on Saturday April 13th. **** stated if you pay cash rather than financing or credit this is what I will offer you and stated Ill give you the Contractor rate for the supplies included labor @$750- complete job $1900. I fell for it and paid him the deposit of $950 (cash). On Wednesday April 17th, I removed the wood picket fence and prepared the area so **** could begin installation, and confirmed with him he was definitely starting installation on April 18th as this is the area that contains my dogs and where they play and potty. On April 18th **** nor ****** contacted me, and every day he has some excuse not to show. I requested a refund on April 23rd, he dropped off used and marked up posts when I wasnt home and a message he went to Lowes for supplies. Never came back and since April 23rd I have requested for them to call so this can be resolved. If your not able to help get my refund, I will have to press charges against the company, ****** and **** for scamming and taking advantage of senior citizen. I have Numerous text messages, no signed contract, and his last message he said he has 90 days to complete this job. I had never signed a contract only deposit with our signatures and have pic of the damage 22 posts, and no caps. Rails, or fencing was included on the day he dropped material off in the yard.
Business response
05/03/2024
My company was contacted by *********************** on 4/13. We set up a free estimate came out t and signed job 04/15. We set Installation for 4/18 We provided ***** with ******* style fencing as requested she told us the fencing was not the correct style. We had our wholesale company fix the mix up between the style this caused a delay in install for about two weeks. We set this up for a new installation date. The customer did not like that. She demanded that we come that day or she was calling the police. None of this was done. We offered a full refund because we no longer wanted to do business with her. This was Wednesday, May 1, 2024 the refund was requested. he stated that we would meet her on May 8 to refund the deposit in full and weve gotten several threats and several false reviews. At this point, the customer and her husband are so unreasonable and hard to deal with that Id rather go to court. I have receipts that I provided the brand new post that were dropped off at her house with no scuffs and marks as she stating. I would need a couple days to gather the pictures for proof. she slandering my business saying that were stealing from the elderly. Ive done hundreds of fences for the elderly and Ive never done anything that she saying. I provide all my customers with a contract/invoice with my contact information at the top. If she does not have a contract then shes not a contracted client and we would have to handle this through the courts.Customer response
05/07/2024
Complaint: 21655931
I am rejecting this response because:
Sincerely,
***************************Customer response
05/09/2024
Complaint: 21655931
I am rejecting this response because:
Complaint: 21655931
I am rejecting this response because:
These people lie and deceive. There are other people who this has happened to with this company. They can really twist a story around. I have included sceeen shots of some of the text messages between **** and I. I could not include all of the conversations because of the size limit I had 62 screen shots I included most that were important . I love how they said we just asked for a refund last Tuesday you will see the dates on the text messages where I repeatedly asked for a refund. He then proceeded to tell me he has 90 days its in the contract. All I signed was a receipt no contract. They can make up a good story, but I have the proof.Business response
05/09/2024
*************** is unreasonable. This all transpired within a week. She is making up lies about my company on social media and slanduring my name and my company name even before allowing me to adress the matter. If this client is a contracted client she would have all of mine and the company's contact information at the top of every contract. I felt myself and the lead installer **** gave plenty of communication and transparency throughout this whole process when working with the client. She isn't posting all the screen shots only the ones that make us look bad. If she posted all of them you would see where the client agreed to everything. We communicated to her about delays and such. She texted threatening to slander my name all over the internet by her husband who has ******* followers if I didn't show up right now. Which could not be managed due to the rails for the order not being ready in time as we expressed to her than after dealing with such none sense we offered her a refund and have been harrassed since by her. a review written from her husband's point of view with all false information which we have never even met her husband before. She then called two other companies out to slander our name saying we stole a deposit. We use a supplier and have used the same one for 5 years. The wholesale company had the post not the rails for the order. She saying the post we dropped off are used I have proof of purchase of them being brand new. She has the post in her yard. Thats what she did to them sitting there throughout this whole process beats me. I set up a date to meet to refund the full amount. I stated if the client is a contracted client to please call the numbers listed at the top with no call. After saying this I received more threatens via text. She then called another company out to do an another estimate to slander my name saying we stole a deposit and the fence company I will leave the name blank for personal reason such an such said to tell you HI I tired working with ***************** she is a uncivil person and I feel the civil courts as she threatened would be the only way to deal with his type of situation.
Customer response
05/13/2024
Complaint: 21655931
I am rejecting this response because:
In regards to ****************************** fabricated information, I see no evidence provided that I have been abusive or unreasonable.
The stated facts are documented in text messages between ************ and myself. You claim, we are slandering your business, not true!
Every text message is proof of what occurred between us. If you reread messages between your Installer ************ I was more than sympathetic, until I received damaged posts, for the fence installation, which was scheduled for Thursday, April 18th, 2024. I would like to point out that on Tuesday, April 23 of 2023, **** sent two pictures of damaged posts, and stated,
So quite a few of the new posts have marks or scraps on them I'm going to be at the fence supply first thing in the morning and they are going to have to swap these marked posts out for me. I'm ****** ?? they should not be marked on like this In response I sent this text to ****,
I want to cry, it seems nothing is going right. My husband I had to bring him to the hospital, my son being in an auto accident, which totaled his car, and the fence company doing this. I'm devastated. But on Thursday , April 25th, the damaged posts were delivered already marked up, and no panels, or caps have been me mentioned throughout texts or evidence of the rest of the materials to install a complete fence. Also, to mention, in regard, to being uncivil and threatening, this allegation is false. As a consumer you, ***************************, ************, and Top of the Line Fences LLC, has cause us a tremendous amount of stress, hardship and inconvenience. On Saturday, April 13th **** was informed that we own 4 dogs (2 standard goldendoodles 2 standard poodles) this area is where they play and potty. This fence installation is a necessity. Our dogs since they were pups have enjoyed the convenience of a fenced yard which provides, them to enjoy the outdoors and the fenced yard offers them boundaries and a safe environment.
In regards to, your claim that you are receiving threats and being harassed and accusing me of damaging the posts that were delivered. I will gladly stand under oath and testify against these allegations and purse legal action. If you consider, being informed of legal proceedings a threat or harassment, please reference.
***************************, being the owner of a business, it does require communication among both parties. As far as you and I (***************************), we never met, nor spoken or received emails to discuss terms, a contract, or rectify this matter. ************ on May 1st ***** stated, that you were emailing me and I would receive the refund of $950. In addition, there was never any mention of 5-7 day hold . This is your obligation to inform the consumer. Also, ******, you made a statement, I provide all my customers with a contract/invoice/with contact information. If she doesnt have a contract then she not a contracted client. If that is the case, you requested $950, and possibly could face felony prosecution, if not a client. As part of managing a business it does require transparency,honesty, communication skills and quality service. In our case, this has been a disheartening experience. After,not receiving further communication and having calls redirected straight to voice mail, social media finally got your attention, but also you placed us in a dire position which required us to contact other fence companies. Since receiving varies estimates, your estimate was substantially much lower than your competitors. Also, I received DIY estimate which didnt come close to your estimate by a reputable fence supply company. This is a major concern, even after the *** estimate and deducting 15% off which brings to Contractor rate, your estimate is substantially much less, and evidence that is provided supports this claim.Business response
05/19/2024
None of this is true. Please proceed with the civil court proceedings. How is this a felony matter when I offered to give the refund back? Ill put the money up in escrow until we go to court. I sent an invoice/contract via email you should have it in your records like I do with all my clients you did not pay that way. You met with the lead installer he collected $950 & materials then get purchased at a supplier and transported to service address. From time to time material can get scuffed or scratched. I can get them traded out as the lead installer stated. I can offer a proof of brand new purchase of materials. We offered a refund with threats of going to court. We have been dealing with slandering behavior on two separate occasions with two separate fence companies. I see the only way of dealing with this is in civil court. I send my deepest sympathy for all that you were going through. Have a blessed day.
Customer response
05/23/2024
Complaint: 21655931
I am rejecting this response because:
May 20th, 2024
Good afternoon
I, *************************** am rejecting against *************************** claims as they are false allegations. I have hired a lawyer and he will he handling this our case against Top of the Line Fences LLC, owner ***************************, and ************.Initial Complaint
03/03/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Date 11/3/22 - hired Top of the line fences, ********************* to remove a ****, put up a fence, to level along white fence (my side of neighbors fence) with dirt & fill with pine needles. Move mulch, put landscape paper down & fill with pine needles. Check made out to *************************** for $250.00 for down payment on 11/3/22. Total was going to be $515.00. I gave **** another check for $265.00 on 11/7/22 made out to *************************** as I was not going to be home when he finished the work that day. The work was not completed & I have emailed & left messages at Top of the Line fences for them to finish the job. I have a contract which stated everything that was to be done. **** signed it but I did not sign it. I even told Top of the Line Fences when I left messages that I had more work for them. *******************************Business response
03/03/2023
This is ****** owner of Top of the line Fences LLC . I completed everything that was in the estimate/contract. The total of materials and the labor was $515.00. We removed and replaced 2 wood fence panels, leveled off and installed landscape fabric along 80ft of fence. Also the guys fixed the drain by the driveway so that you're driveway stopped flooding. We went above and beyond the contract. We did at least $1500.00 of work on your property for $515.00. You paid the installer after job was completed with satisfaction. You were home that day and payed up on completion. You never once contacted me, the owner of Top of the line fences LLC. Please see upper top of contract that was giving at our very first meeting this will have all contact information for my company. I would be happy to discuss this matter further as this is the first time being brought to my attention. Thank you have a great day.Customer response
03/03/2023
Complaint: 19529944
I am rejecting this response because:
I have the contract & the work was not finished, the fence was installed, however the **** was not removed as **** was coming back to do that. The mulch was not removed & no pine needles were put down where the mulch was. Also weed ground cover, dirt & pine needles was not done on the the entire length of the property as the contract stated. Unfortunately I do not know how to send the contract to Better Business. And again, the contract was not signed by me as **** was coming back. No way was the work that they were suppose to do worth more than $515.00. I also have a copy of the materials they purchased for the job.
Sincerely,
*******************************Business response
03/07/2023
This is *************************** owner of Top of the line fences LLC. I reject all of your responses as they are false. I uploaded a copy of the original estimate quote I left with you. This is from the meeting we went over pricing on work you wanted done. I then come out for another meeting of signing of a contract and collecting of a deposit check . My crew an myself did more then fulfill the job with satisfaction. Then I meet you again upon completion where you paid with satisfaction. I never heard about the issues until I received an email from bbb. At the top of all my estimate/contract lists all of my contact information for the company that all my customers use. Have a great day. Thank you .
Customer response
03/09/2023
Complaint: 19529944
I am rejecting this response because:
Apparently Top of the line Fences (***************************) sent a copy of the contract to BBB, however I did not sign it & most of the work was not done. The fence was installed in the back however the **** was not removed as **** said he would be back to finish work. He did not have enough dirt, landscaping paper & pine needles to go the length of the property beside the white fence he put in for my neighbor on the side of my property. Also, he did not move the mulch so obviously he did not put landscaping paper down there or pine needles. On the contract there are notes he wrote, some landscape edging was done where the drain was, however it filled up with dirt & sand so it was not done properly so the end of my driveway is filled up with sand & dirt! *************************** said she was not award of the problem although I left messages several times at both of Top of the Line Fences numbers!
Sincerely,
*******************************
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.