ComplaintsforFactory to You Fence

• Initial Complaint

  02/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Factory to You Fence did not complete their vinyl fence installation contract with me. The owner ***** ****** accessed my bank account in January 2023 and withdrew the final payment without authorization. The job is not complete, they did not install the gate. Original purchase contract with 50% deposit began in July 2022. Did not begin fence installation until September and went into October 2022. The fence length was not installed to contract specifications leading to the gate being the incorrect width to fit. They were to reorder this gate and return. They have not responded to many inquiries by me. Finally they texted me saying they were coming Dec. 23 to install the gate. They did not show up to my residence. I sent several texts and emails, with no response from them. On 2-13-23, I went to their business on Holsten Dr. in Knoxville and caught **** *****, a co-owner, leaving the premises. He said they didn't have the gate, but "promised" he would have it to my house later that week. ****** ******* daughter of owner ***** ******* arrived while I was talking to Mr. Perez and she "promised" to call me after informing her mother to get an answer for me. No response from anyone. Throughout this 8 month ordeal, they have not responded to installation requests or missed repeated promises for start dates. The only way I could contact them is to personally go to their business. I found out 2-24-23 they might be out of business (?), due to money owed to creditors.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Back in October I paid Factory to You Fence a deposit of **** to add a gate to a fence that they installed the year before. After many, many phone calls and missed appointments by them, it was agreed upon by myself and Edith that she would refund our **** deposit. Since that time I have had no luck in getting my deposit returned. They don’t answer the phone, they hide when we stop into the office, and are just impossible to work with. **** may not seem like a lot of money to them, but to us who are retired and on a fixed income, it is quite a bit. I would like my deposit returned.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made a deposit for a fence install in June of this year but to date no fence has been erected. They initially made excuses that there was material shortage. Now they will not return my calls and their phone number was discontinued with now a new number. I get no response. I would now like my deposit back.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a fence installed in June. It took them almost 2 months install the gate that was part of the work order because they stated it needed to be ordered . When they installed it was the wrong gate and it has fallen 5 times since then . It has now been almost 4 since the install and it has still not been fixed I called and text them every week since and have no resolution. I went in a month ago and spoke with the owner *** *** and she said she would handle it. I have had no response since then and I called the office this morning and her daughter answered the phone I told them I had not heard from them and needed this resolved today she said she would give them the message I started to give her more information and I was hung up on. I went down to the office and ***** was in fact there but would not come to the phone. ***** persisted to tell me I am not the only customer and they would get to it when they get to it and maybe OCT 15 . She then told me she didn't like my attitude and walked away . I asked her to put herself in my shoes and she told me she did and said she has a fenced installed before. I told her she was being unprofessional and taking this personally and that I needed her to complete the job . She walked away from me I went outside to talk to her husband but could not find him I walked back and she was talking with her daughter I sidled if it was definite on the 15th and couldn't give me a clear answer .The communication with this office is poor and once they get your money they don't care about you as a customer. I will not recommend this business to anyone I would like timely resolution to fix the gate that has not been working since install

• Initial Complaint

  07/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Terrible communication from business and unable to get any response or returned communication, fence was poorly installed and has structural issues. Owner stated it would be fixed which never happened and also stayed we would not be charged the remainder of balance since we had so many issues and the worked was done without a signed contract, which I was never given or signed, didn't know I was supposed to get.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 25th we had a representative from the Knoxville office of Factory to you fence come out to measure for a fence that they would agree to build. We paid a 1600$ deposit through their website and was assured the fence would be done the first week of May. When the representative alerted us that it could not be done that soon, I requested a refund. I still have not received a refund and it is May 16th. Not only that but no one has returned our calls. Every time we call we are told that the owner is not in and will be returning shortly and will call us as soon as she is in. We have no way of contacting her directly, we are simply told to just wait for her to call us. No one has called And today makes the 5th attempt to speak with them. The Kingsport office, which is separately owned, has even tried to reach out to make contact or to at least get the owner's information so that I can call directly but the "secretary" will not give her information either. All I want is my money back.

  Business response

  06/13/2022

  Business Response /* (1000, 5, 2022/05/18) */ In response to customer complaint, a representative from our company went out on April 25th to give an estimate to the customer after meeting with customer, she had agreed to have her fence installed with us, Customer advised rep that she wanted fence installed the first or second week of May. Customer signed contract and terms & conditions also put a 50% down payment. At that point customer gives permission for us to start ordering material for the job. Customer then contacted our rep on Friday April 29th @ 7:39am to get an update on installation date being that she had a planned vacation for the first week of May. Customer was advised by our rep @ 8:10am that same day that her installation had been scheduled for the second week of May and apologized for us being slammed with work and not getting back to her sooner. Customer then responded that she understood and that she should have been on top of this a month ago. Customer then tells our rep that if she finds someone to do her fence sooner that she would cancel. Customer then got in contact with our rep four days later stating that she found someone to do her fence and won't be using our services and at that point asked for us to cancel. She was then told by our rep to contact the office. Customer called the office on May 3rd and spoke to a rep from within the office, telling them that she wanted a refund because she has already had a fence put up by someone else. Customer did not allow our company to complete our installation date before she went and had a fence put in by someone else. At this stage in the prosses the material has been ordered we are more than happy and willing to give the customer her down payment back minus the cost of the material. Consumer Response /* (3000, 7, 2022/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response because the contract that I signed states I am owed a full refund of my down payment. 1600$ or I am going to file a lawsuit. I have all of the original documentation, contract and receipts. Business Response /* (4000, 9, 2022/05/23) */ If customer can submit contract showing, were it states she is due back full refund I will gladly return her down payment minus material cost.

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