ComplaintsforS & W Fence

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased privacy fence on the west side of my yard. This was done in the spring. I call S&W fencing 3 months ago to let them know 2 of the boards are separated top to the bottom. Not so privacy. I’ve been told for months their coming out, no one ever show up as I have cameras. I have called and left messages and talk to ******* and ********  Still no call or anyone showing up even when they told me they were coming.

  Customer response

  12/14/2023

  Closed my complaint against S&W fence as **** came out tonight and replaced the boards. It was the fault of the phone workers taking messages and not following through. **** was very caring and apologized for this not being done. So I want to take off my complaint against the company. I will keep ****** ** Thank you for your help BBB.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We originally had S&W out to bid our fence in May of 2022. We signed our contract and paid in full at the time. First issue, they say paying in full results in a *% discount on the price. The also state paying with credit card results in a *% fee charged. Okay no biggie, I'll still get *% off. Wrong. The paying in full did nothing for the price. Okay, so be it. Not happy that wasn't stated anywhere but whatever. We were told 6-8 weeks from contract being signed to install of the fence. Fast forward, 10 weeks go by and we finally get posts. After begging our sales agent for answers. So then we're told another 10-12 days for panels. 15 days go by, and again after us asking what the heck was going on, we were told the panels we ordered were no longer in stock and they JUST found out about it. So did you order them when we signed our contract or when we asked about where they were? Anyway, we switched panel styles in an effort to just get the fence done as it was going to be another 6-8 weeks at least before the other panels were expected to arrive. We did get panels installed, however one of our gates had to be refabricated. We were told it'd be a couple days. We'll days have now turned into weeks. We were promised Middle of this past week. Not installed so I again had to ask them for answers. The gate guys measured the wrong house. So now here we are again waiting for stuff to get done. One thing after another and terrible communication. All the while, the one misses out is us. Paid them a hefty fee for our fence only to have it drag on and on. Never ending and oh so frustrating. Why are we the ones punished for your company's mistakes. Maybe have the employees who measured the wrong house come in on a Saturday or after hours to get the **** done. Otherwise why would they want it to be right in the first place?

  

  Business response

  10/13/2022

  Business Response /* (1000, 5, 2022/09/21) */ S&W Fence offers its customers a *% discount if they are paying in full by cash or check. The *% discount does not apply when paying by credit card. All credit card transactions carry an additional ***% fee and the difference in the cash/check and the credit card total is clearly noted on the estimate. Our front office staff explains to each customer the different payment options when processing the payments and we are sorry if the customer was not clear on the payment options available to him, but we would have been happy to provide further clarification if he had indicated his confusion at the time of payment. Supply chain issues have plagued our industry for the last year and a half. Orders for our steel materials were placed 6-8 months prior to the 2022 season but unfortunately that did not guarantee that we would receive the product timely as reports of ships waiting in port to be unloaded and lack of freight transportation filled the news. As soon as we received shipping updates, we communicated this information to our customers. Unfortunately, that information was constantly changing from our supplier. We realized the inconvenience this caused our customers, so we offered them a **% discount if they wanted to switch to a style of fence that we had in stock. Mr. ******** agreed to switch styles and we issued him a credit of over $*****. We do agree there was a delay in getting one of Mr. ********** gates installed and for that we are very sorry. At S&W we take pride in providing a quality product with superior customer service, but we are human and mistakes do happen. As soon as the error was discovered, the correct measurements were taken on a Friday and the gate was made and hung the following Monday.

*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. ↩