Mae Fence Company

I had a new aluminum fence installed by Mae Fence on 9/7/23. The fence is beautiful and I am very pleased with the way it looks. The fence was installed on the date I was originally quoted and completed in one day.The team that was here to install the fence was very friendly and courteous. We did have a little difficulty communicating with each other as the crew was not fluent in English, and I was not fluent in Spanish. The only complaint I have is that the some of material from the old fence which was supposed to be hauled away was not. A post was left behind my shed, and several hunks of concrete were thrown into the woods adjacent to my property which I'm going to have to now remove. Not sure if I can even lift them, so I wasn't happy about that. I've also found several screws, some small, some rather large that were found in the yard, which would ruin the tires on my riding lawn mower.

We have done business with THOUSANDS of customers over the years and we have never had any customer treat us or come after us this wayWe installed a fence for the Beedy’s in April Everything was complete and paid forThe next time we were contacted was in January with a very lengthy strange email stating they wanted a refund for their fence and that panels have been falling offShe was told the fence was still under warranty and that someone would come out to look at it and any warranty work would be doneThe service guy was sent away and not allowed to do work, he was told that they would only except a full refund for the fenceWe were never contacted over the years about fence placement, fence height or any material problemsThis would of all been handled under our three-year cedar warrantyAn auditor photo is not a survey and they are not exact, they are used to estimate property lines, this is not used to determine exact linesMae Fence will NOT give [redacted] a check for $

Dear [redacted] ,This message concerns complaint ID submitted with Revdex.com against Mae Fence Company Revdex.com has forwarded your complaint to the business requesting their review and responseAdditionally, Revdex.com has sent a follow up letter and called the businessTo date Revdex.com has not received Mae Fence Company’s written response to your complaint.As it is not uncommon for a business to contact their customer directly, we are writing to inquire on the status of your complaintHas Mae Fence Company been in contact with you and if so what has transpired since you filed your complaint?We appreciate receiving your email reply within days.Thank you[redacted] [redacted] *** [redacted] *** p: ###-###-#### f: ###-###-#### [redacted] [redacted] [redacted] Complaint DetailsDate Filed: 11/15/2016Date Opened: 11/15/2016Date Closed: N/A Nature of the Complaint: Service IssuesConsumer’s Original Complaint:First, I want to be clear and say that the final product looks great and the crews did a great jobHowever, the issue is with the salesperson and the owner not being truthful or calling back regarding resolution to a major problemWhen the salesperson came out to look at the site, he stated that Mae takes care of pulling the permit and getting HOA approvalTwo weeks after the fence was installed we received a code violation from the local municipalityMae Fence never pulled the permit, never submitted drawings and as such the fence needs to be relocated approximately feetThey have installed over fences in this neighborhood and pulled a permit each timeTheir employees are saying a permit wasn't neededThen they are saying it was just recently rezoned so we would be the first house to need a permitThe local building and zoning official says that they know the owner and the owner is well aware of the rules for our municipalityFurthermore, we are trying to get this resolved and no one from the company will call us back.Consumer’s Desired Resolution:I would like the job finished properly and in accordance with the local building codesI would like the owner to call us back and explain why it is they feel it is okay to lie to their customersAdditionally, it would be nice to have a portion of the cost credited back to us since they failed to perform in the manner they said they would

We installed a fence for Mr [redacted] on February with no depositWe made several attempts to collect the full amount due and a month went by with no phone calls or emails letting us know why we were being ignoredOn March 12th he contacted Adam to let him know about issues with the fence that he wanted addressedWe then received an email stating why he did not contact us and that he wanted $1,off the balance if issues were not taken care ofI contacted Mr [redacted] on March to set up an appointment to go over any problems with the fenceThe day after the appointment was sent the complaint was filedI have met with Mr [redacted] and I agreed to change posts that had some soft cedar fiber and also replace some ugly picketsHe said he was very happy with the fence, loves the way it looks, and was satisfied with our agreementThe work was completed and payment was then made in full

We received a call from Mrs [redacted] the day the installation was taking place and was told that there were toddlers playing in her yard and she did not want them on her propertyA crew members family was in the area and dropped off lunch for her husband and the whole crew, when she called we asked for them to leave and found that they were already goneIt was explained to the customer the day of installation that there would be a problem with the gate because of the heavy grade on the side of the houseAfter agreed that it would be ok the crew installed the gate as explainedAfter installation we were contacted that they were not satisfied with how the fence and gate looked and wanted redoneThe only way to make gate look more straight was to regrade the side of propertyWe went back and re-installed the gate and regraded the propertyThe customer was still not satisfied with what was doneWe went back and re-installed gate and regraded property for third time, new topsoil was brought in to finist was pointed out that there were posts that were not totally removed during installation, we removed all exposed posts that were not removed the day of installationThe existing fence was installed exactly on the property lineWe install 6" from property line to prevent encroaching on neighbors propertyAny fence installed on or touching the property line is essentially encroaching on neighbors property and shared with neighborThe damaged fence is two scratched pickets, those will be replacedWe will not reimburse for sq ft of propertyWe will not reimburse for grass seedAny questions please contactTim

We will not refund or remove fence for GinnyShe has refuted charges with her credit card and has not paid for an installed fenceCustomer was not happy with the style or placement of where the association made them install the fenceThis customer decided that they did not want a fence AFTER it was installedThe fence was installed correctly and looks niceIf there is warranty work that needs completed we will take care of that once the balance is paidTim

This repair was completed and customer seems to be satisfiedT**

I assure [redacted] that we did not scam him and we did not use "bad wood"The fence is under warranty for the next three years and we will replace or fix what has to be doneThis fence was a small job that was squeezed into a busy scheduleWe did have to reschedule this installation because of weather leading to installation dateSometimes with cedar you will find soft fiber in the wood (usually around knots)We will replace the 2x4's that have this problem

I am rejecting this response because: Mae Fence has been out to my property at least on "scheduled" visits to repair issues that were noted upon completion of the install because of damaged materials used. Because of their error and or miscommunication with their staff, Tony made several trips to repair the issues but did not come prepared with the right repair materials or not enough (even at one time replacing the wrong fence). There were also times that Tony arrived unannounced and left without noticed and had to return because the issue that I had complained about was not fixed. I have never been told that repairs made to my fence did not need to be done. All issues that were repaired were warped, cracked or damaged and in need of replacement. This is the first time that Mae Fence has asked me to send them a photo of the repairs needed. I sent them a photo of a fence that was cut uneven allowing my dog's head to get stuck under it allowing an unsafe area for my dog to play. The uneven cut of the fence is a warranty issue in my opinion because the fence defect is caused by installers error in cutting the fence too short and not by any act of God, weather, other conditions beyond the control of Mae fence. It is cause by Mae Fence and since it is their error, I feel that the work should be completed at their cost and I shouldn't have to pay their $service fee to correct their mistake
Regards,
*** ***

Please note I have given up! This so called business man who has plenty of previous complaints on this Revdex.com site from other clients about the poor return communication from his company, employees or himself has done nothing but allow his employees and he himself to call me a liar with all their disputesI did NOT make any of this up, I did call, email and even used USPS mail to try to get responses from them on multiple different issues with this fenceThis is what caused the upset email I sent in FEBRUARY not JanuaryThere was nothing threatening in this email, I just voiced that enough ignoring me and if things did not get resolved I would start sending detailed descriptions of my issues, experiences and that HE has threatened me with lawyers and arrest with everyone I know within my Real Estate business and within my other job that is a National Insurance company. That is not threatening NOR harassing, per Tim I only contacted him time in January and I was threatening and harassing his company and employeesThis is the most amusing item, I contacted his company and was kind and begged for help on the multiple dates I gave you, I sent a copy of the request from the title company for a pin survey or to get the fence moved so I could close on my loan, NO RESPONSE ever receivedSo yes I did have to close with another lender and title company that did cost me out of my pocket to do thanks to him and NO Response received from him or any of his employees. They sent someone to my house to apply fasteners to this fence, after I said NOT to in an emailI asked that Tim come to my home so I could show him all the issues we have had with this fence then discuss resolutions! That email was ignored and they sent someone, this employee apologized to me shook my hand and told me that they have nothing but issues with Chloe and Tara and how they speak to the customers, insinuating that they are liars and talking down to themI do NOT care how long you have been in business or doing fencesI DID NOT TAKE PANELS OFF MY FENCE AND DROP THEM ON MY NEIGHBORS FENCE AND THROW BOARDS NAILS UP INTO THEIR YARD TO GET A REFUND!I asked for a refund when Tim and his company made it clear they were not going to be an honorable company and do what is rightThe fence needs to be replacedThis is ridiculous that Tim is allowed to run his business by threatening a woman who arrived at his office by herself with police and arrestI am recovering from a Heart Attack not a physically threatening person, I am someone's wife, mother, daughter, grand-daughter and a sisterYOU DO NOT TREAT WOMEN THIS WAYHow would you feel if some business referred to your wife as a liar cause they have never seen this happen before, then OH Yea threaten them with lawyers and arrest????You would be just as frustrated as I am, and I am sure you would spread the word to as many as you could to not use that company! Tim Surprise, you are either be very untruthful about how many times I have contacted your company or your employees are ignoring my contacts and not getting the information to youTake your pick, but do not blame me the client and act holy like your were threatened when you weren't!Thanks so much for showing me that there are people and business that do not have any honor in their product, installation or communication.*** * ***

We refuted the initial down payment of $with our credit card company only after MrS*** did not take care of the warranty issues that he agreed to fix from the initial install and would not return any phone calls from us. The remaining $he did receiveWe never once stated we were not happy with the “style” of the fence. In fact, we love the style of the fence. As for the placement of the fence, it was incorrectly placed by MrS***’s workers the first time, which he admitted to when he came out after the initial install to go over our concerns. This had nothing to do with where the association made us place the fenceThe back fence line should have been placed back 2’ further than it was, according to our agreement. MrS*** said that the workers probably did that because they would have had to cut an 8’ section of fence. This way it looked “cleaner”. In their effort to make it look cleaner, they literally placed it up against a tree in our back yard. Because the fence had to be moved back anyway and to make things easier, we agreed to pay for (2) more eight foot sections of fence. MrS*** said that would be fine and he would not charge us for them It was also incorrectly placed on the East property line. We agreed to leave it there provided we would not run into issues with our HOA. Please refer to the attached correspondence regarding that issue. We never one time decided we did not want a fence. All we wanted was a quality job, which we did not receive. We took MrS*** for his word that he would take care of the following items as we discussed after the initial install:1. Both gates to be replaced. Only one gate was replaced and looks as bad as the original one. 2. Stain missing in several places. Still many places missing stain. In fact, your workers upon leaving said “we will be back to finish because we ran out of stain”. 3. Back fence line to be moved back, as it was improperly placed according to our agreement. Completed. 4. Several cracked boards to be replaced. None replaced. 5. Boards sticking out because they weren’t nailed. Not fixed. 6. Nails sticking out in many places. Not fixed. 7. Caps on posts to be removed and replaced as they were on crooked. Completed, but now some are damaged. 8. Clean up of area. Pieces of wood, big chunks of dirt left in the yard. One worker wiped his muddy boots off on our tree ring and left it there. Tree ring was cleaned up, but still debris left in yard.I have attached just a few pictures I have many, many more

We do not weld large driveway gates in houseWe custom order every driveway per job siteMrs *** was told on the day of installation that the gate could take another two weeks to getMrs *** called multiple times wondering when she would get her gate, sometimes multiple times a dayShe
was told that when the gate was in we would be out to install itWe will install Mrs***'s gate the day it is complete and deliveredMrs*** has threatened a couple times to not pay for the fenceWe will do what we can to complete the job as soon as possible. Tim

Fence has been repairedCustomer seems satisfied with completed work. Tim

Nothing was ever discussed about the grade of our yard and the installation except that the double fence could not be installed on the side we originally planned because of the grade of our yard We agreed to move the double gate to the other side of our house That is the only discussion that we had about the gate and grade prior to installation. Nothing was ever explained about the fence line being moved in inches If it had, we wouldn't have agreed to it and we wouldn't have hired Mae fence company Also, if it is standard procedure, why did the owner have to check with his crew as to why the fence line was moved in? Shouldn't he already know that answer instead of telling me he would "check with his crew and let me know why they did that"?The day that Tim was here to discuss the issues he agreed verbally to fix the yard including the grass since his workers dug it up without our permission while we were not home I tried times to attach pictures to this response but they can't be accepted I'm happy to provide pictures of the damaged fence, our damaged yard and a quote from a landscaping company on the cost to fix our yard.We're asking that the damaged fence be repaired as well as a $reimbursement for the cost of lawn repair The quote is for $but we are unable to plant grass seed now as it is late in the season and we're accounting for inflation to wait until next spring as well as money already spent on trying to repair the yard

*** *** *** ***
*** *** *** *** *** *** **
*** *** *** ***
*** *** *** *** ***Everything has been completed and the customer is satisfied. ***

We will change the pickets in photo to longer pickets. Tim

We have replaced the two scratched pickets and will mail *** $100. Tim

Mrs *** *** gate has been rebuilt.
This custom vinyl fence has a gate that typically has to be set on level grade, this was set on a very large grade for a gate (24" in a 4' span)We can usually custom make a gate to follow grade but this was a bit to much A crew was send to remedy
the gap at the bottom of the gate and was not able to with material we stockedSpecial gate pockets were ordered and a new gate was built.
This issue is now resolved and I hope they enjoy their fence.
Thanks,
Timothy S***

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

This repair was completed and customer seems to be satisfied. T**