ComplaintsforCedar Rustic Fence Co.

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August of 2021 cedar rustic installed a fence for us. I believe it was approximately $5,***.**. problems began during construction. Laborers mixed concrete for some posts and not for others. Leaving many posts to become wobbly or lean over time. Part of the fence was not built on the agreed upon property line. The crew made many bad cuts of wood and sloppily patched them instead of using a new board. I witnessed crew taunting my chickens and throwing trash in my outdoor pond. They also severed a gas line and made no attempt to notify us. We only learned when Nicor (local gas supplier) notified us. That resulted in a large section of side and front yard getting dug up with no sod or seed laid down to patch the lawn. They caused several thousand dollars of damage to my car and the company owner told me he didn't believe my car was worth paying the professional estimate I had obtained. Instead took $500 off the bill. A year later, someone came out for warranty repairs for above stated problems. Employee barely "fixed" anything and created new problems so I told him to leave. One such new problem was repairing a gate door that was sagging due to post leaning since it wasn't concreted properly in the ground. He left the post crooked and cut the end of the gate at an angle to make it close and not rub the other side. A section of fence has always swayed in the wind badly, but a recent windstorm made it worse. The same windstorm broke the ************ of our main gate. Upon calling for a warranty repair, receptionist said it would be a while before sending someone out. She told me to email photos and videos and that I would get a response the same day. It has been two days now of not having a response from Cedar rustic. I feel that this company has listed us as a problem account and is trying to brush us aside. I would like the fence rebuilt as the whole thing is sloppy and damaged from the start. I have too many photos to send on this complaint. Please reach out for more

  

  Business response

  08/15/2024

  Sorry for the late response.

   

  The complaint was registered by *************************. We dont have a job under his name. We did work for his girlfriend (wife?), ***************************.

   

  We installed a fence for her on 8/11/2021.  There were some installation issues after we installed it. We did meet with **** and ****** and fixed their issues.

   

  All our fences come with a one-year warranty on gates. They had an issue with their double gate 5/8/2023 outside the warranty period. We did fix it for free.

   

  We also repacked a post on their fence line on replaced a 2x4 on a gate on 6/18/2024. The post was within our 3-year warranty on fence workmanship. The gate repair was beyond the warranty. We fixed both at no charge.

   

  To our knowledge, we have done the work that was requested.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Generally we have been very happy with our fence, however we were under the assumption from the salesman that we had a lifetime warranty. Not the case on the workmanship. The fence post where our gate latches was unstable to begin with and because it was taking all of the load from the door, came loose after a few years post-installation. I called Cedar Rustic and scheduled service about a month out (their earliest availability) and agreed to pay their fee. A couple days later I found the post knocked over and my dog nowhere to be found in my yard as she was able to escape; fortunately she was found safe in the neighborhood. What infuriated me was finding a ***** beer can at the base of this post in the gap between the cement and the post which would mean the installers were drinking on the job at our home and found it funny to leave that there, and its no wonder it didnt function properly. I called the company back on Tuesday, May 7th and left a voicemail detailing all of this and requesting a resolution for fixing the post with how unprofessional that was and have heard nothing (today is Monday, May 13 so I feel I have given them enough time to respond in a timely manner). Right now our fence is essentially unusable as the door has nothing to latch to and as a result swings wide open.

  

  Business response

  08/15/2024

  Sorry for the late response.

   

  We installed a vinyl fence for the Wuestenfelds on 11/01/2019. Our vinyl fence warranty covers gates for 1 year, workmanship for 3 years, and a lifetime manufacturer warranty on material.

   

  They were having an issue with their gate and the gate post. Both of these items were out of warranty. We ended up replacing a gate post and adjusting the gate. The standard cost of this is $275 for the post and $75.00 for the gate adjustment. They were charged $150.00 for both. This work was completed on 6/4/2024

   

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Cedar Rustic Fence Company, **************************************************************** *************) Erect a Fence on My Property, because the installation was not done Properly the Fence does not Align the way it should. I contacted Cedar Rustic Fence Company and They sent someone out to My House and said that there is nothing they could do stating the ground is uneven which it is not the Fence was installed too High in Certain Areas. Cedar Rustic then told Me they would come to My House to lower only Certain Sections of My Fence that would make it look even worse but before Cedar Rustic would come to My House I would have to E-Sign a Paper stating that is all they would do. I paid $6200.00 Dollars for a Fence that was not Installed Properly. I am hoping the BBB can help Me get My Fence fixed and looking the way it should. Desired Outcome: Cedar Rustic lowers a Portion of My Fence and Replaces a Section of Fence that was cut to Compensate for the Sections that are Installed too high. Desired Resolution: Cedar Rustic lowers a Portion of My Fence and Replaces a Section of Fence that was cut to Compensate for the Sections that are Installed too High.

  

  Business response

  09/07/2022

  We installed a fence for **************. *************************** grade was not level. There is a low point in the corner of his new fence. When installing a fence. we try to follow grade. We also consider how the fence is going to look. If we were to lower the fence in the front corner of his yard, we think the pattern on the top of then fence (cut arch) will not look correct and most customers would not be happy with how the fence looks.

  Our recommendation is for **************, to add some dirt under the the front corner of his fence.  We were contracted to install a fence not grade his property. 

  We have offered to lower the fence sections for ************** at no charge. We have requested that he sign a work order that states that changing the height of the fence may not look correct. The arched pattern may have jagged edges. If we recut the pattern the arched maybe elongated. We don't want to lower the fence and then have complaint that the fences does not look correct. 

  We still have someone scheduled on 9/29/22 to do the work, if he wants it done. 

  Customer response

  09/11/2022

   
  Complaint: 17925717
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  09/14/2022

   
  Complaint: 17925717
  
  I am rejecting this response because:There is not a Grade Level problem with My Property, the Installer put part of the Fence too high on the West side and the North part of My Fence was raised up Three inches on One end to try and Compensate for this Mistake. The Result is My Fence was Installed too High on the West Side and One of the Sections on the North Side was cut by the Installers to try and line it up and it Looks Terrible the Section that was cut needs to be Replaced. Thank You
  
  Sincerely,
  
  *********************

  

  Business response

  10/12/2022

  We went to ************** home again last week to try to resolve his complaint. Based on our professional opinion the fence is installed correctly. There is a small gap by the corner post.  He has requested that we lower the fence section to fill the gap. We told him that the fence line would not look right and we would do this only if he took responsibility for how the fence looked. He would not sign a paper stating that. We still went to his property to lower the fence sections. He told us that he wanted new material installed. We did not do any of the work. We never agreed to install a new fence. New material is not needed.

   

  I have attached a picture of the corner of his yard that is in question. The two fence section are touching the ground on either end. There is a few-inch gap in the corner. The solution is the added dirt to fill the gap. We could lower the section in the corner. The framing and fence will dip in the corner and will look awkward when looking at the fence line.

   

  There is nothing more we can do for ************************

   

   

   

  **** Bergeron | Owner

  Cedar Rustic Fence Co.

  Customer response

  10/18/2022

   
  Complaint: 17925717
  
  I am rejecting this response because: 
  
  Complaint: 17925717
  
  
  I am rejecting this response because: I was in communication with cedar rustic fence company regarding this matter for quite some time. On the day my fence was being installed the crew split into two groups & started on opposite ends of the house. Once the job was complete you could see the obvious difference of height in the fence. They attempted to match the fence by trimming the top of one of the panels because of the height difference. Not only did the top of fence look uneven but the bottom of the west section of the fence is at least three inches above grade when my property does not have a grade issue. Cedar rustic wants me to sign a work order stating all they have to do is lower the west side of the fence and & by doing so will apparently fix the error of it being uneven but by doing so will then make the northwest corner appear even worse. They mentioned I should fill the ground gaps with dirt I was told to purchase on my own. A solution to this would to be to lower the west side panels and to replace the northwest corner section with brand new panel because the panel that is there now was cut to try and compensate for the uneven appearance.
  
  
  Sincerely,
  
  
  *********************
  
  Sincerely,
  
  *********************

  Customer response

  11/01/2022

   
  Complaint: 17925717
  
  I am rejecting this response because:
  

  Please see attached photos

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

  

  Business response

  11/02/2022

  We originally installed the fence on 8/10/21. We did some service work on 9/10/21 to resolve some cuts on the fence that ************** did not like. He called on 7/26/2022 to have his fence lowered. This was almost a year after the fence was installed. This is not a warranty issue it was a year after the fence was installed and paid. We feel that we have no obligation to do any additional work for ************************  We still made an effort to try to satisfy ************************ 

  The distance between a fence and the property grade will vary. We don't a specific height above grade because it will vary. A 3" space is not unusual. We feel that if we lowered the fence in the corner the top of the fence line would look odd. We told ************** that we would like him to sign off on our concerns. We don't want to be in this situation again. He refused. To close this out, we still went to his house over a year after install to lower the corner of his fence. He did not let us do the work. He wanted us the replace that portion of the fence. 

  We are not willing to replace a portion of his fence. 

  If he does not like the gap, he can fill it with a couple of bags of dirt and some grass seed. It is reasonable and common for lawn work to be done by a homeowner when a fence is completed

   

   

   

   

  Customer response

  11/03/2022

   
  Complaint: 17925717
  
  I am rejecting this response because: cedar Rustic mentioned I should fill the ground gaps with dirt I was told to purchase on my own. A solution to this would to be to lower the west side panels and to replace the northwest corner section with brand new panel because the panel that is there now was cut to try and compensate for the uneven appearance. 
  
  Sincerely,
  
  *********************

  

  Business response

  11/15/2022

  Again, this issue was brought up a year after installation. We had done a full walk through of his fence after installation and made modifications to his fence. We offer a 3 year warranty on workmanship. This does not include moving, adjusting the height of a fence or replacing material. The problem is not the fence, it is the grade. We did attempt to appease ************** by lowering fence. We would not let us lower the fence unless we replaced it. We are not going to replace his fence. 

  Customer response

  11/20/2022

   
  Complaint: 17925717
  
  I am rejecting this response because:Cedar Rustic is stating this matter began a year after installation however, after numerous attempts of trying to have someone come out to assess the issue they came to my home in July 2022 & did a quick fix with a chainsaw. It looked even worse once they used that chainsaw. The piece they used with a chainsaw needs to be replaced. 2 sections need to be lowered and 1 needs to be replaced (the piece cut with a chain saw) Cedar Rustic fence is failing to mention their errors in my fence installation and I want what I paid for, an even fence. Cedar Rustics solution is telling me to get bags of dirt to level out the ground. This is not a grade issue, this is due to Cedar Rustics poor installation. I have been told I can contact Cook County & ******** state attorney if this matter is not resolved promptly. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had 198 feet of fence installed on 09/17/19 and was given a 3-year warranty. Upon completion of fence5/2/20 I located that two sets of panels were nailed to a tree in back yard and that a post was not used to secure the fencing. I sent pictures to ***** and no one responded to ***************. On 6/15/22 I called in service call to have double gate repaired which was sagging and dragging on ground. The attached fencing was also leaning outward not level. I sent pictures of the gate to show that supports were installed backward causing same to sag. Left message 6/20/22-6/23/22-6/24/22 with no return calls. On 07/06/22 I spoke to ***************************** (salesman)************.who told me that office manager ***** told him my fence was out of 3 year warranty period and became very short with me on phone. He told me do what you got to do!! Cost of fence $5250.00 *********** has not returned one time to correct any of the poor craftsmanship and installation thank you,******************* ************************************************** ***** home ************ cell -************

  

  Business response

  07/27/2022

  We have two different warranties our on fences. We offer a 1 year warranty on all gates and a three year warranty on our workmanship.  Typical construction warranty is one year. The fence panel issue with the tree would be covered under our 3 year warranty. The gate is outside the warranty period. As a courtesy, we will fix the gate issue with the fence panel issue. We have scheduled a service call on 8/8/2022 to do the work pending weather conditions. 
  

  Customer response

  08/09/2022

   
  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.  As of today my service has been scheduled for repair on October 03, 2022 by Cedar Rustic.  This is still an open case (gate and fence repair) and has not been resolved.
  
  Sincerely,
  
  *******************

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