ComplaintsforBent By Design LLC

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After the fence was installed, fence panels began falling down and it was discovered that the nails that were used were not the right length. After speaking with the owner and waiting weeks, he admitted that screws should have been used and refused to put screws in the entire fence due to it taking too long. A few guys came out and fixed 1 fence panel but missed the boards and were sticking out to where my kids would cut themselves. More fence panels began falling over and I have since had to fix my own fence that I paid them for. The owner should have checked on things throughout the job. I would not hire this company or recommend them to anyone after this. I should send them a bill for the hours I have spent repairing the fence.

  Business response

  12/07/2023

   We signed a contract with the *********** the 18th of July 22. They were given a quote due to we were doing another fence that was to connect to their fence across the entire back yard of there property, for another costumer. The fence across their back yard was at no cost to them. The *********** started complaining about everything immediately. From wood warping to dirt being in the grass as we were installing. Our office lady ******* started dealing with phone calls when the job had just started. When they got the news that we would not be replacing the adjoining fence due to underground utilities, it only got worse dealing with said costumer.( ******* ********* ) We give a one year warranty on labor, and no warranty on materials. As we can not control wood warping. We did replace warping lumber at no cost to the costumer, and fixed the nails as seen in the photos provided by the costumer. ** spoke with ****** and ****** when we sent them last to take care of any final complaints. And we have not heard a thing in months. The contract was for $5,776.50 and to try and ease the complaining the costumer was only charged $5,535.79,far beneath the lowest average cost for fence installs. Lowest average cost being $6,403.00 to $10,411 being the high ladder.  We tried several times to satisfy the costumer with no luck. And as far as my self telling the costumer that we used the wrong fasteners, not true. Why would i ever tell a costumer that we used  the wrong fasteners? Not good practice. The fasteners used were proper for said application. We were hopeful that they had been satisfied after several attempts, guess that is not the case.    

  Business response

  12/07/2023

  And please keep in mind that due to covid 19, prices for materials were much hirer then now.

  Customer response

  12/14/2023

   I am rejecting this response because the business owner took no accountability for the poor workmanship from his company and because his response was rude and insensitive. In my opinion, that is not how an owner should handle an issue. To say we were "complaining about everything immediately" is not accurate- I was not aware that asking the company we hired to do the work we were paying them for, and to do it properly, was complaining, but I guess according to this owner, it is. The workers were extremely unprofessional, argued on site, started the job and then stopped for days (this happened multiple times throughout the course of installation), it took several weeks to finish a job that should have taken a few days, the wrong screws were used, an entire fence panel blew down within days of getting it installed, I could go on and on. When we weren't getting through to the manager, we decided to call and speak to the owner, and he had the exact same demeanor on the phone as he did in his BBB response- condescending and took no responsibility. His response had multiple inaccurate statements, including that we "complained" about warped panels, absolutely not. Also, they never once replaced any boards- the only thing they ever did was come back and put the fence panel back up that blew down. They refused to make corrections or to admit that many facets of the installation had been done improperly. It is clear that this owner runs his business in a manner that, if a paying customer asks for the company to do the job they are supposed to do, it is considered complaining. Poor quality of work and unprofessional, will never do business with them again and will not recommend them to anyone needing fencing work. 
  
  
  

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They did work on my house through ******* ***. My roof is leaking, my gutters are leaking where they were put together. My flooring is separating and the sofit is falling off. I have tried calling and leaving messages and no one calls me back. I was told there was a year warranty on there work but they don't respond to me. My roof was done through ********** *********** but the same company hired the roofers.

  Business response

  03/01/2023

  The roof was completed in 2021. It is beyond the roof warranty period. The soffit work was completed on the "lean-to" months ago. The flooring on the back porch by the water heater has been put back together months ago as well. This is click together flooring. It just needs to be clicked together.  Calls have not been ignored. The consumer has not made any calls. We did stuff above and beyond the contract attempting to help her out.

  Customer response

  03/01/2023

   I am rejecting this response because:
  When I contacted them about the soffit, they sent a guy who put a few screws in it where it was hanging down but the other side of it is falling off. They never sent anyone to fix the flooring, the guys that were here took pictures and nothing was ever done. I feel a lot of the work was below standard, but I was just asking for the major things to be fixed. I did call several times and left messages because no one answered when I called. I don't feel like I could trust them even if they offered to fix it now.
  
  

  Business response

  03/02/2023

  this home was inspected by the assignee of IDHA and passed all such inspections. For her to say that the work was not up to her standards says a lot to me considering the home was in shambles upon our arrival. We removed and leveled the entire floor of the back porch remodeled and fixed her bedroom ceiling that was falling in, installed new flooring through out the main living area, and all the other upgrades that we done to her home. Not sure what it is that we can do to satisfy this complainant as she has already stated that she don't trust or want us back to do work. please advise. Thank You ***** *******

  Customer response

  03/02/2023

   I am rejecting this response because: I agree they did a lot of work here. They knew that coming in. If he had come to check out my complaints instead of sending his workers, then maybe he would understand what I was saying. I don't know what else to say. It needs to be seen to understand.
  
  

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contract signing March 12. 2022 $3550 paid Fence completion date 7/1/22 Job not started Request refund Company doesn't return calls/ emails

  Business response

  08/15/2022

  The money has been refunded to him. The customer hired my company to put a fence in but had already contacted the city of Peoria and they informed him in email that he could not put the fence where he was planning on putting it. He signed a contract with us then we went to the city and they told us that we couldn't put a fence there and already told the customer that. In the midst of all of this, we ordered a special order gate. We had the city email us back because he became quite the issue. Thy sent us all the emails between them and the consumer. He knew the fence could not go in there. He said "can't you jut do it on the weekend" we said no we cannot. He said he was going to get with the city to get something changed. It drug on. He knew it initially that this fence could never go in there. He signed a change order request form. We refunded him $2,855 out of his $3,600 deposit. We kept $550.90 for the gate, $120 in labor and mileage, and $75 to take gates over and drop them off to the customer.

*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. ↩