Complaints

This profile includes complaints for Buzz Custom Fence's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Buzz Custom Fence has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Buzz Custom Fence

  10017 Sandalwood Dr Woodway, TX 76712

  
• 

  Buzz Custom Fence

  5104 W Vickery Blvd Fort Worth, TX 76107-7518

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/15/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Buzz Custom Fence's website states, "As an added service, when you hire Buzz Custom Fence, we will handle all the permit regulations to make your next fence purchase hassle-free."I received a fence quote on March 28, 2024, but the work was not completed until July 19, 2024. This timeframe would have allowed ample opportunity for a permit request and potential denial, which would have helped manage expectations and the project timeline. I was under the impression that the permit had been filed and approved before work commenced; I was never informed otherwise.Unfortunately, after a stop-work order was issued, I only learned that Buzz Custom Fence had never filed a permit and that my fence's height did not comply with the North Richland Hills city code. The communication with Buzz Custom Fence was deplorable at best. The promised work taking care of all legal aspects was not handled. Buzz Custom Fence lacks integrity and fails to solve the problems created by its poor work ethic.

  

  Business Response

  Date: 12/10/2024

  We applied for the permit and were informed that a variance was needed. A variance can only be applied for by the homeowner. We have reached out multiple times to check the status of the variance approval in order to bring this project to a close. 

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Coming close to a year. I want my fence fixed. It went on and on and then forgotten about. The last two repairs were acceptable basically because I was tired of trying to work with the the company.Its a beautiful fence!!! I believe in good faith they tried to make it good and in the end they could care less. because it was too much trouble.I was told they could do nothing with the gaps in the boards yet the new sections they worked look perfect. I was told the steel poles in two sections would be replaced because the second or third attempt they drilled several holes in the piles that no allow water inside and looks horrible. i was promised the top cap at cost to help make things better. I accepted and emailed back. They came out and fixed part of the fence still left many things not repaired and no top cap. I emailed and left messages and no return calls no emails back.I want my fence repaired correctly from day 1. I want the warranty honored and and repairs completed. if thats unacceptable for the company to correct their issues. i will accept a check for ******* For wasting my time and me to find a company to complete the repairs completed in correctly and the ones not started at all. If necessary I will be happy to take all the pictures and emails and voicemails to an attorney .

  

  Business Response

  Date: 01/29/2024

  Managment will reach out to set a time to meet.

  Customer Answer

  Date: 01/29/2024

  Complaint: 21161843
  
  I am rejecting this response because: We have set appointments to meet before and no one came. I have left messages and no one calls me back. When they did come out no one took notes and I was assured it would be fixed and its not. Its very evident what needs to be fixed and I have explained it  and showed it people.  So no I am not satisfied with that answer.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 01/31/2024

  We went out to his property on 1-30-24 as well we spoke to him again on 1-31-24. He is on the schedule for the week of February the 5th. The fence was walked by a member of our management team, and the agreeance was . We will be replacing four pickets and one chain link post. We will also be lowering a section of kick board one half inch.

  Customer Answer

  Date: 02/01/2024

  Complaint: 21161843
  
  The Buzz fencing representative did meet with me and reviewed the fencing issues. I declined the top cap.  They are headed out today to make the repairs.

   

  When the repairs are finished I will review and close the case the Acceptable. 

  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Buzz custom fence on March 2023 to replace my fence as was leaning toward the sidewalk.The territory manager stop by my house on May 3, 2023 to sign the paperwork, and get ready for the installation. The territory manager stated that my current fence posts are leaning because they are not meeting the minimum depth, and his company will install the posts at two feet as a minimum depth as required. He asked me about gates location within wall and as well the opening direction of the gates and he recorded as part of the signed agreement. The installers scheduled on May 22 and they did not respect the agreement about gates location and the opening directions, and told me they decided to do as old fence layout. When I faced the installers about the digging, they told me that my posts is shallow and about 1-1/2 feet deep, and when I faced the territory manager on a phone call, he confirmed that they could not get the two feet depth and he stated that would have needed a machinery to do it because the soil is too hard. The account department asked for the remaining balance, and I made the payment and informed them that I need to file a claim to correct the problems they caused by ignoring and disrespecting their agreement also violating the standard for the posts depth (2 to 3 feet deep minimum), and accounting told me that the general manager is handling the claims. The General manager called me as I requested and asked for time to investigate, but never called back Buzz fence charged me $18,187 to replace my leaned fence with another fence eventually will lean. This is a cheating and dishonest

  

  Business Response

  Date: 07/03/2023

  ******************,

  You signed off on everything being completed to your satisfaction when the job was installed.  My research detemined all the post are a minimum of 24" deep and a couple are deeper than the quoted 24". I  callled to discuss these finding and left you a voice mail, your lack of response caused me to believe you had resorted back to your original opinion. I should have reached out a second time,  I will call you again to schedule a site visit to determine the depth of the post to put your mind at ease. 

  Customer Answer

  Date: 07/05/2023

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:03/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with Buzz Fencing Sept 1, 2017, but they did not start fencing until later (they were backed up). I signed a payment plan with them on March 9, 2018 (about the time they started fencing). I have all receipts showing I paid in full for 301 feet of fencing. This includes all material and concrete. There is no expiration date on the contract and my representative, who has since retired, said I could finish when my neighbor was done with his project on our shared property line. Between COVID and a death in the family, I did not contact them again until Oct 12, 2021. COVID shut down my neighbors project due to supply issues. There is no expiration on my contract and I was told I could have it finished when I was ready. **Buzz Fencing owes me 66 of flat ground, straight line fencing. I contacted ********************* with Buzz Fencing on Oct. 12 2021 to complete my fencing, and on Nov 16, 2021, ************** finally got back with me only providing me with a new quote. I have sent this company my paid receipts, contracts, etc. I have tried to make contact with the owner, but they refuse to return my call. I talked with *********************** several times and she said its been too long and I would have to pay for labor and concrete again. I told her I would pay for the increase of the price of concrete and she would not respond. I then told her I would pay for 100% of the concrete again, and she would not respond. *I would like to be reimbursed for the labor that I did not receive. I know this might be an unusual amount of time to pass for completion, but our country has also had some unusual circumstances with supply issues since COVID. We had a year & half of COVID that delayed this project and during that time I had to juggle my job and getting sick with COVID twice. There's no expiration on the install contract, and while I wouldve liked to finish this project a while back, some extenuating circumstances prevented it. Thank you, ****

  

  Business Response

  Date: 03/29/2023

  5 years is not a timeline we track for an ongoing fence project. there are no notations  in our system as to waiting 5 years for completion. Our records indicate all is complete. We have given ************ a reduced rate to install the 66' in question of which she did not accept.

  For extremely large commercial jobs to continue on for 5 plus years is unheard of. There was no communication or contact from ************ with regard to her project, delays or progress reports. We completely understand the pandemic having an impact on the progress however that too was 2 years after the fence project began.

  I believe the request has been addressed as we as a company can best address this very odd situation with an extremely discounted price for installing the 66' in question.

   

   

  Customer Answer

  Date: 03/29/2023

  Complaint: 19861256
  
  I am rejecting this response because: it was actually 3 years from the payment which was when they installed. See signed contract. Secondly, they never offered me a reduced rate.  Thirdly, their delayed communication no responses to my phone calls is what added an extra year. 
  I have emails and phone records showing Ive contacted them and they would not respond. There is little I can do if they dont respond.  Please see attachment of photo of email where I was asking for a response.  
  *also see email where she offered no discount 
  This is the only company I can order this fencing from (********** does not sell to individuals and there are no other dealers close).  So between me having all fencing and also seeing the linear footage in the contract, anyone can clearly see my fencing is not complete.  Come look at my house to see the job is not complete.   I can send more evidence if needed 
  
  Regards,
  
  *****************

  

  Business Response

  Date: 04/03/2023

  On Apr 25, 2022, at 4:58 PM, ************************************** wrote:
  
  
  ************,
  Thank you for sending the paperwork.
  
  Unfortunately the fact is that it has been 5 years. There is no documentation supporting that there was additional work to be finished. Or that it had been paid for in advance of being installed. I understand that it is only 66, however the cost of having a fence installed now compared to 5 years ago has increased by over 40%. I want to help but I will have to charge for the installation, additional material and concrete needed to complete the installation. I hope you understand, please let me know if you would like an estimate.
  
  Thank you,
  ***********************

  Here is where I offered to install at cost. You did not reply so an estimate was not provided. For labor and concrete for 66' of fence with no gates, no additional material needed, no line clear, no field modification, no rock dig or hard dig will be $868.46. 

  We are happy to help and it is unfortunate that it took 5 years for the grading to be complete. Hopefully you can understand this odd and difficult position.

  Customer Answer

  Date: 04/03/2023

  Complaint: 19861256
  
  I am rejecting this response because:

  
  Hi *****,
  Yes, I am happy to provide all paperwork and documentation just as I did in 2021.  In response to your last reply I addressed all of your comments with proof (see attachments).  Hopefully, all of the documentation will help resolve this quickly. My responses to your reply are the following:
  1.  Contract and Physical Proof - In the contract, it shows I paid for 301' of fencing and I have 235 foot of fencing installed.  That is physical proof that the install was not complete.   I also have all of the fencing left to be installed that was delivered by your company.  ********* is I most likely have records of the phone text messages between *** and myself about the rest of the install.  I will look for the messages, but the fact that I have 235' of the 301' installed should suffice as physical proof.  *** was so kind, and I trusted him, so we did not have any formal documentation of delayed installation because it never crossed my mind that would be needed.   I would have never thought that the physical proof of lack of fencing would not be enough proof in your eyes.  

  
  2.  Paid in Full Invoice - See previously submitted invoice to the BBB. This invoice is from your company showing it was paid in full. I also have all the individual emailed payment receipts if needed, but I'm not sure that is of value of people's time since I've submitted the final Paid in full Invoice.  If this is any benefit, I'm happy to submit all of my payment receipts.   (I'm assuming you just have not looked at the submitted documentation yet or else you would have not made the comment, " There is no documentation supporting that there was additional work to be finished. Or that it had been paid for in advance of being installed").
  
  3.  3 year time frame, not 5 years - The payment plan was signed in 2018 for the fence installation (see attachment) this was around the time the install was started because you were backed up.  The contract was signed ahead of time to "lock into the prices."  I will provide an email from ******************************* on August 2, 2017, asking for me to sign the contract "so we can put in the order because it takes approximately 3 weeks before we get the product." Install was scheduled after fencing came in, which puts us into 2018.
  Moving forward from 2018 to 2021, I will also submit a screenshot of text messages from 2021 with ********************* where I was inquiring about the rest of the install.  (I made previous contact, but I do not have that documentation at this moment because it was phone calls to your company with no callback).  This is solid evidence that it was 3 years, not 5 years. Again, the reason for the delay was because of COVID holding up my neighbor's project.  If I did not have what would constitute adequate communication in the eye of Buzz Fence during this time period, it was because I was taking care of a family member that was sick and then passed away during this time period. This was a very difficult time.  Also, to reiterate, from 2019 into 2021 our country was shut down.  We are still feeling the effects of COVID today with some items still hard to get. You referenced this extended period of time as "odd", yes, COVID and post COVID has been very "odd" in regards to our workforce and product availability.  I would expect Buzz Fence to have an understanding of this. 

  
  4. Install quote - I don't see the attachment of where you agreed to install at cost.  You did give me a quote of an additional  (I have no clue if it was for cost because you did not mention that, but that is irrelevant anyway because I have already paid for the installation. As soon as you quoted me saying I would have to pay for installation, I called the office to explain I have all documentation to support the rest of the install is owed per our contract and I have all the documents to prove this.  I spoke with several ladies in the office who were very understanding of my situation and referred me to you.  After you would not meet with me, I requested a meeting and/or contact number with the owner.  This was never given to me.  I have several emails as evidence supporting this.
  As requested, I would like to have the installation completed.  I will pay for 100% of the concrete AGAIN because I understand there has been an increase in cost for concrete.  This is more than fair since you can see per the contract this has already been paid for in advanced.  I would also be willing to pay an additional $200 for installation (I came up with this number based on fence panel costs and installation I paid for in 2018).  However, per a contract with NO expiration date on the contract, this is not something I am legally required to have the remainder of my fence installed.  Keep in mind, I contacted you in 2021 (see documentation) to have this completed so we should look at increases in prices from 2018-2021 technically.   
  

  I am asking for your company to do the honorable thing and fulfil my contract by finishing the install so we do not have a "breach of contract" for labor for 66' of fence.  This install is with no gates, no additional materials, no line clear, no field modification, no rock dig or hard dig (per my contract, I agreed to any jackhammering if necessary).  I will be submitting more documentation.
  
  
  Regards,
  
  *****************
  
  

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Buzz Fence through ********** to install a fence in two homes. We paid for and completed the first fence but had quality issued that required Buzz to ********** of the fence. They also caused damage to our home that was not repaired, installed poor quality product, had rude customer service & several other issues we were not aware of until after the job was completed and we had already agreed too, paid for & began the 2nd fence project. By the time we began work on the 2nd fence we had many concerns with the quality of work Buzz was going to provide. The 2nd fence was significantly larger than the first one (which is why we started with the smaller fence). **** worked on the second fence for 1.5 days and had 1/2 of the fence panels and brackets (without any posts or gates) delivered to our home already. We had met, walked the property line, had 1/2 day clearing the lot & 1 day digging some initial post holes. At this point we had no confidence in Buzz, so we halted work on the project. I reached out to Buzz & did not receive the help or confidence I needed to move forward using them so I reached out to **********. HD assured me of several things that would change so that we could move forward, but in the end Buzz was unable to deliver what ********** had promised. After speaking to several mangers at both HD and Buzz we decided we could not move forward with **** and requested the money back for the work not yet completed. We had only paid a portion of the fence because only part of the product had been delivered. **** kept all of the money we had paid instead of refunding us the rightful amount that was ours from work/supplies not received. I have documents and the math to show that **** kept $10,000 OVER what should have been charged, but ********* refused to return the $10,000 for ***************** not provided. I have documents from the manufacturer showing the fence panel cost & the math showing the true cost of work done. Please help recover my $

  

  Business Response

  Date: 09/13/2022

   This is over 6 months old. The situation has been reviewed multiple times with multiple tiers of management both with Buzz Fence and *********** All of her concerns were addressed, except what she refused (repair to her siding) and all was set up to meet with all of her demands. Management on site and available at all time during the installation. She then stopped communication and changed her mind for the 4th or 5th time. When attempting to get back on track and assure her of the quality of materials, warranty and the integrity of the installation she still refused. The money she had paid was what was due with material installed, delivered on site, labor (some wasted time that was not charged), cancellation fee. Unfortunately she disagrees with the amount of money. All has been reconciled and is correct.

  Customer Answer

  Date: 09/25/2022

  Complaint: 18006618
  
  I am rejecting this response because:

  "This is over 6 months old": Yes it is, I have been trying to get either ********** or my credit card company to dispute the amount in question since I did not get anywhere with Buzz. I was unsuccessful so am trying BBB.

  "The situation has been reviewed multiple times with multiple tiers of management both with Buzz Fence and **********. All of her concerns were addressed, except what she refused (repair to her siding) and all was set up to meet with all of her demands." NONE of my requests were ever met. Yes, we did refuse to have them come back out at the end to repair the siding. They had already come back to redo some areas of poor workmanship and used all of the moldy boards. Therefore we had NO CONFIDENCE they could or would do what was needed to repair the siding. 

  "Management on site and available at all time during the installation." Managment was not onsite daily and management did not come out at the end until I called about issues, then met me onsite, redid the gate area. I had a very negative reaction from the main crewman, *****, who was upset with me. I was told by **** that he was just upset that he had to redo the work, but it was fine. This is when the moldy boards were put in and then the poor work on the next fence line after this. The holes were not dug at proper distances or consistent depths. Two fence people have been out to give quotes for the work and have said the holes dug on this property were don't incorrectly. 

  "She then stopped communication and changed her mind for the 4th or 5th time. When attempting to get back on track and assure her of the quality of materials, warranty and the integrity of the installation she still refused." Yes, I did finally refuse because I had requested a different ******* and work crew and the ******* to check the site daily (********** stated this would be possible). The quality and the attitude when I requested items redone because the quality was NOT acceptable, were given even greater hesitation that they would honor their commitment to quality and service. **** could not and would not provide these assurances. I had no confidence they could or would do the work properly.

  "The money she had paid was what was due with material installed, delivered on site, labor (some wasted time that was not charged), cancellation fee. Unfortunately she disagrees with the amount of money." **** never supplied any kind of hard numbers that showed what they were charging me with the $20,000. It was the most my credit card could charge at one time so was the amount they had accepted while waiting for the remainder of the supplies and the work to begin. I have supplied a very detailed spreadsheet with the actual costs of the materials (straight from the supplier) work done, the time it took and the labor all broken out so that the amount that should have been charged is detailed out and the ***** show I was overcharged by at least $10,000. Conveniently Buzz kept the amount I had already paid instead of being honest, taking ONLY the monies for the supplies delivered and work completed. They have been dishonest and their work quality was very much BELOW standards.

  "All has been reconciled and is correct" NOTHING has been reconciled or corrected at all.

  Regards,
  
  ***********************