Fence America of NJ

UPDATE: We called on November 16^th to again try to get our money back after being promised to get refunded and spoke with a female (who refused to provide her name) asking about the status of our refund. We were put on hold for 2 – 3 minutes and when she came back on the phone she asked if we had written a review about the company. I asked her what it mattered if I wrote a review and she again asked if I wrote a review. At that point, she stated that the money would not be refunded unless we took our review down! Essentially, they have taken our money and refused to give it back, without providing the product. We have filed a complaint with the Better Business Bureau and disputed the charge with our credit card company.
Stay away! Fraud! Rated an F by the Better Business Bureau because of so many customer complaints. Ordered a fence and they delivered the wrong style fence. Refused to replace fence and instead provided more panels to make the fence what we ordered. We had to essentially make our own fence. Only because we wanted the same fence, which we were forced to make because of their screw up and «fix» it method– we attempted to order another fence the way we had to make it. Marlin (who was fantastic and who has since left the company) agreed to make the fence for us at the same price as the fence they screwed up. We sent him photos of the fence we made and expected the fence. The fence essentially consisted of 3 extra 2×4’s. We also spoke with Will who agreed to the fence and the price. Our credit card was charged. 1 hour later we received a nasty phone call from John, the production manager, who told us this was a custom fence and he was charging us double the price, despite the fact they were the ones who forced us into the situation to begin with! At that time we already had a receipt and our credit card was charged. We advised John we would file a complaint with BBB and take this to social media and he didn’t care. This is a company that doesn’t care about their reputation, their customers or their product. Run, don’t walk away from this company!

EXTREMELY DISAPPOINTING EXPERIENCE! We placed the order for our brown/​clay, vinyl, Massachusetts style fence, that they offer in their catalogue I might add, in May. It took them Over 2 months to get the material. That isn’t even the issue. My disappointment lies with Chris, the manager, John, the production manager & most of all, with the incompetent people that answer their phones (if they even do during normal business hours). Chris must have told our contractor, that went there daily to check on our order for us, that «everything is ready» when it wasn’t. This went on for more than 1 month. You can imagine everyone’s frustration. He Never returned a phone call either. John, after speaking with me once to tell me it’s the «manufactures fault for the delay» never followed up nor answered the phone. The people that answer the phone couldn’t find my order in the system, asked for my name about 5 times in the same conversation & were extremely rude (but most of all clueless). This is a BIG company that just moved from Garfield, NJ to Hackensack, NJ. They will most likely not care but we’ll NEVER recommend, nor refer them AND the contact or we used (who was terrific by the way) will NEVER use them as a supplier again either. I wanted to put this review out to hopefully save someone out there the aggravation especially when spending so much money on a fence. I’ll be more than happy, however, to provide the AMAZING contractors information as he (and his wife) were the Only reason my husband and I did not just cancel the order and say forget it to this company! Steer Clear of Fence America of NJ in Hackensack, NJ!!!