ComplaintsforHastie Fence Company

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hastie Fence came out in May 2023 to install 4 fence post around my pool for a sun shade sail. On June 6 2023, I emailed operations manager Courtney C***** to send someone to inspect post because I seen the post were slightly leaning. I also spoke with Sara G****** to send someone to inspect the job that was done. They both told me they would send someone but never did. They did not send someone until October 11 2023 to inspect the job. I got tired of reaching out but as soon as I asked Courtney that I wanted to speak with owner that’s when they sent someone out. I have been mistreated and ignored by them as a second time customer. I also asked to speak with owner to addressed my concern and it’s been 3 weeks and Courtney said his semi retired so that’s why he hasn’t called me. I emailed Courtney how I felt about being mistreated and willing to pay the $200 that I still owe for the job and I got no response from Courtney. I have made the decision I am all set with Hastie Fence. I want my money back and cancel contract and Hastie Fence can come get their fence post from my home. I hope they do not damaged anything when taking the fence post out because nothing is damaged at my property. I will never use Hastie Fence again. I also used them in 2022 and spent $11,000 with them on a fence at my home. I was totally give the run around and ignored. Attached is proof of all email conversations with times and dates showing what I’m saying is true.

  

  Business response

  10/24/2023

  
  ?Consumer emailed both parties listed at 5:06pm on 10/23/23, after the office had closed and we were gone for the day. To file a complaint with the BBB the following morning prior to giving us a fair chance to respond is not a fair complaint as we were not ignoring him. The email was extensive, so we did want to make sure that we not only represented Hastie Fence properly, but responding thoughtfully to consumers concerns for resolution. The residential division is run by the operations manager, so the owner of hastie fence rarely gets involved in the daily operations. 
  
  Regarding his other concerns. On June 5, consumer sent an email saying everything looks good and hed send remaining balance in the agreed upon terms (more below).
  Unfortunately it did take us an extended amount of time to throughly review the installation with install crew, and take photos, after his request on 6/6/23, but we called consumer on approx. 6/13/23 and explained that his foreman was out due to injury (shattered clavicle) and we were waiting for him to come back from medical leave to review the project, as he was the lead on this install. There was no written communication between operations manager and consumer between 6/21/23 and 10/11/23 so it was assumed he was all set with the use of posts.  The request to speak to the owner on 10/11 sparked a follow up, it was not an attempt to prevent that.  Because of delay on the thorough inspection, we did not make collection calls to consumer for the remaining $200.00 balance on his invoice (partial payment on balance was made by consumer). While we sincerely apologize to consumer for any lacking communication, at no time were we trying to miss-treat, ignore, or disrespect consumer, nor do we feel that we did. 
  We tried to accommodate his requests to the best of our ability. On his initial proposal, we required a $500 deposit to turn his quote into a job. Consumer contacted us and asked what the minimum deposit we would accept in order for us to install his posts, and we accommodated and agreed on a reduced amount of $300.00. (And met a very expedited timeframe of install per his request.) He also requested to pay the remaining balance in 30 days from the date of invoice, rather than the 10 day terms we have written out on our contract. We also agreed to accommodate that, as he was a repeat customer with Hastie Fence from 2021.
  
  We did not improperly install his 4 posts contracted with Hastie Fence. After installation, consumer modified said posts, to receive a sunshade over his pool, the slight lean he was referring to, was due to the tension from the sunshade, that we did not see specs for, or install for him. Attached are photos taken on 10/11/23 showing the installed posts after his pool was closed and the sunshade was removed for the season. 
  
  
  Because we installed these posts on 5/26/23, consumer had 5 months of use, and as previously mentioned, modified the posts to receive his sunshade, so we do not feel this warrants a full refund after work was performed. This is the first time this refund was requested, after telling us everything was ok after we explained the installation. While consumer has also requested we come and remove the posts, we would have to dig out the (very large) concrete footings that are approx 10 in diameter and 3ft down, so we would have to disturb his yard to do so, and he may consider that damage to his property, and that is not something we are comfortable with doing. We are happy to write off the $200.00 remaining balance on his account and part ways, if that works for consumer. 
  

  Customer response

  10/25/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  No matter what the response is, I know the truth and I know I was given the run around and I was neglected as a human being and mistreated and ignored . I also would like to mention that there are other complaints here on BBB and ****** review with other consumers complaining about the same experience I am going through with Hastie so I am not the only one. I feel very offended. I would rather have my money back because I do not feel is fair that Hastie should have my business after the way I was treated. I seen you guys take fence post out of my property in 2021 before and there was no damaged. I truly believe that they can remove the post careful and fill the hole with dirt because your guys are professionals without damage. I can add grass later on and in the future I will find a company that will respect its customers and do the work with them. I would like my money back please. This has been the most difficult times in the past few months just over some fence post. Your neglect towards me has caused me some stress. Please take the post back and refund me my money. Then we can part ways. Just because you work on me on the deposit and and payments, doesnt not give you the right to treat me with neglect.

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

  

  Business response

  10/25/2023

  Photos of posts from 10/11/23

  

  Business response

  10/26/2023

  We are very sorry for any frustration our delay in looking at your posts took, but they were installed properly.

  We are unable to offer a full refund due to the reasons we listed in our 1st response to complaint.

  We are still offering to write off the remaining $200.00 balance on account and part ways. 

  Customer response

  10/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the only option that they offered me. I am still not happy but I will accept this offer seeing there is no other option. I truly believe that a company that mistreat a customer and ignores them, should not have the business of that consumer. I guess I have no choice to take that option. Go ahead and write the $200 off and please send me proof of receipt so I can keep in my records that my account is settled. I want this to be recorded. You keep saying that your sorry about a delayed. But it was more than a delay because I was being ignored and given the run around. Courtney never called me up to follow up as the operations manager. Sara told me she was also send someone and never followed up neither. I got tired of reaching out and getting different stories. I really regret giving my money to this business.

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

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hastie installed a chain link fence in Sept 2021 (receipt attached) between my property and my neighbor's driveway. They used 2 pieces of chain link instead of 1 continuous piece and used a piece of cable to weave them together. Over the next year, the cable unwound and the pieces came apart (photos attached). It wasn't apparent to me because I had placed a mesh cover on my side of the fence and didn't see it had unraveled. When I saw the defect, I called Hastie multiple times and they finally came in Oct 2022 but it was because the neighbor had called for an estimate. When I asked Harry S who came to give the quote, he claimed the neighbor must have "hit" the fence, causing the damage. Harry tried to deny that Hastie had put up the fence, but I argued with him and offered to go get the receipt. He then stated that their company does this practice of using multiple pieces and weaving them together with a piece of cable "all the time". Hastie sent me a copy of the quote for an additional $650 to fix the bad piece of installation (quote attached) but are unwilling to correct the job without someone else paying for it. I wanted the chain link installed because if the neighbor hit it, it wouldn't be damaged like the vinyl fence would be.

  

  Business response

  01/31/2023

  This is the first I am hearing about this issue with the fence listed at the address on this complaint. We keep record of each caller and make it a priority to address any installation issues in a timely fashion, as we offer a 1 year warranty on installation and would have fixed this as soon as we found out. This is not a standard practice for us to weave 2 pieces of mesh together with a tension wire, so I am concerned by these photos! With that said, I am happy to send a crew out to replace that section of fence and will not charge the $650.00 quoted for repair, as we take BBB complaints very seriously. Please let us know if you have other questions or concerns!

  Customer response

  02/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I want to add that saying they have no record of my calls can only because they intentionally ignored me. I made numerous calls and when Harry S finally came out, he told me they do this practice "all the time" even after he tried to deny Hastie had installed the fence at all.  Jen B. is the person who took my calls and Harry S is the rep who came out in October 2022. 

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

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been in contract with Hastie since April 5, 2022. The contract was for the repair and install a new chain link fence and gate, also the reinstall of two sections of aluminum fencing. The small chain link part of the job was done in July. After numerous calls I still cant get an answer about my aluminum fence. The reinstall of the aluminum fence it requires one line post To complete the work. I hope the BBB can help me get an answer. Back in April I was told even though they were very busy its a small job and l am a return customer the would fit me in.

  

  Business response

  09/28/2022

  Hi ******,

   

  We completely understand your frustration with this one post we have been working on since July 2022. Our Operations manager has ordered this post 3 times, and every time our ******* has gone out to replace it, it's still not the correct post. For some reason, the spacing on the manufacturer changed over the years, and we are trying to resolve this! I spoke to one of our seasoned foremen who has the ability to create custom posts himself, and he will ********** the holes for you, so they are exact, and button this job up for you by next week. Please contact our Operations Manager, *****************************, ********************************************************* with any further concerns and she will make sure corrective action is taken if needed.

  Thank you,

  Hastie Fence Co, Inc.

*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. ↩