ComplaintsforBlueBird Fence Company

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The fence, which is a year and a half old, became extremely wobbly and part of it fell while the fence owner was on vacation. The fallen section was behind a shed with concrete pavers in front of it. The fence company claims wind caused the damage and insists it's an insurance issue. However, another section of the fence is equally unstable but remains standing due to properly cemented posts nearby. A gate separated the fallen and standing sections, preventing the entire fence from collapsing. The company refuses to inspect the damage, was rude to the fence owner, and dismissed their concerns, despite the fence having a 3-year labor/material warranty with no exclusions for acts of God.

  

  Business response

  10/02/2024

  On Monday, September 30th, ******** reached out to us, reporting that his fence has been unstable for several weeks and that a portion of it has collapsed. Prior to this communication, we had not received any complaints regarding the fence, which limits our ability to verify the accuracy of his claims.
  It is important to note that on Friday, September 27th, our area experienced a significant storm associated with the tail end of Hurricane ******. As such, we believe this situation falls entirely under the scope of an insurance claim.
  Furthermore, we have made considerable efforts to assist this customer. During his installation, he did not mark the location of his sump pump line, which was inadvertently damaged. According to our terms and conditionsagreed to by the homeownerit is his responsibility to repair any unmarked private lines.
  In recognition of ********** expressed financial difficulties, we also provided a $1,000 discount on his remaining balance. Please note that the disputed amount he has indicated is less than what he is reporting.
  Attached you will find relevant documentation, including photographs of the damaged fence, his final invoice reflecting the correct balance and discount, as well as our Terms and Conditions.
  Thank you for your attention to this matter.

  Customer response

  10/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Cost and Discounts: The total cost of the fence was $9,775, from which a $1,000 deduction was made for the sump pump repair, and an additional $5.50 cash discount was applied. Financial difficulties were not a concern in this situation.

  Damage and Responsibility: I appreciate the fence company's offer to credit a portion of the $3,000 damage they caused by hitting the sump pump line.However, I first noticed the fence was wobbly on September 22, 2024. Two days later, I went out of state and returned to find the fence on the ground on Saturday, September 29, 2024. Given that the fence is only 1 year and 7 months old, it should not have been susceptible to wind damage. 25 mph winds cannot knock down a properly installed fence with cemented posts. No other sections of the fence are loose or fell and they all have more open exposure to wind than the portion that fell. The owner knows very well a little wind shouldn't knock down a fence and I am more than certain he will state that when I put in the ****** review that I create with pictures showing that their fences fall down when there is a gust of wind.  Also, from my understanding what I have been told by neighbors is that the wind in this area wasn't even that significant. 

  Inspection Refusal: The company refused to inspect the fence on site and only looked at pictures, prematurely concluding the damage was due to wind. However, my insurance company has determined that the damage resulted from faulty construction, which places the responsibility on the fence company.

  Customer ********************** Issues: The owner has been extremely rude throughout this process. Previously, he accused me of not paying an invoice that was not yet due, despite the fact that I paid the invoice in full by the due date.
  
  Given these points, I believe the fence company should take responsibility for the faulty construction and address the damage accordingly.I am seeking a resolution that involves a proper inspection and necessary repairs or replacements at no additional cost to me.
  
  
  Regards,
  
  ******** *******

  
  

  

  Business response

  10/08/2024

  BlueBird Company did not receive any prior notification regarding the fence's stability before the wind damage occurred. Consequently, we are unable to substantiate the accuracy of the customer's claims.

  
  Upon reviewing the photographs provided, we determined that the fence was compromised at the base due to high wind speeds. On the day in question, numerous weather services recorded wind gusts of up to 75 mph, rather than the 25 mph indicated by the customer. Given our analysis of the images and the relevant weather data, a site visit was not necessary.

  
  It is important to note that insurance companies are not specialists in this area. The damage resulted from high winds, and we recommend that this matter be discussed with the customer's insurance provider.
  We have made every effort to provide exceptional service to the customer. At this time, we have no further comments on this issue.

  Customer response

  10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Multiple sections of the fence have broken posts, not just the section that fell. Both the insurance company and several fence companies have stated that the damage is due to faulty construction, specifically because the posts were not dug deep enough and sit above the frost line. They have indicated that it would take winds in excess of 100 mph to break a properly installed, cemented 4x4 pine post.  If the company's definition of exceptional customer ********************** includes yelling and cursing at clients when they call to inquire about why the fence was loose prior to the storm, then there is a larger issue at hand. The fence has a warranty, and while the fence company claims that the storm caused the damage, there are other broken sections that clearly indicate faulty construction.
  
  Regards,
  
  ******** *******

  
  

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