DO NOT USE THIS COMPANY!!!! Their installers hit my power line even though Julie marked everything [redacted] had to come in with a back hoe to fix the electric and they had to tear up my neighbors landscaping and they refused to fix it correctlyThey also did not install the fence panels level with the ground like they said they wouldThere are gaps now that we had to fill so our dogs could not get under and out of the yardThey cut one of the old posts off leaving a jagged piece sticking out of the ground They also left exposed cable wires that they dug up and did not rebury themThey also did not fill in the new post holes so they were level with the groundWe called to complain and they refused to take off any money for the mistakesTheir customer service is horribleI wish we would have gone with another companyIt would have been worth the extra cost!!!!
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Samantha ***
We apologize for not being more responsiveFence repair is not a core part of our businessWe do it as a service to help existing customersThis year we had some significant storm damage done to fences at the same time our fence installation business started to pick upWe have been getting to phone calls a day for fence repairsWe are turning a vast majority of them away because they are not for fences we installedA majority of the fence companies do not service there fences so we get the callsWe are currently plus weeks out to service or bid a service job If you are not happy with our service, I recommend you contact [redacted] Their only focus is fence repairs and service [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ When we install a fence we are required by law to notify JULIEJULIE then contacts the public utility companies and request they locate their underground facilitiesWhen they locate their facilities they can be accurate within feet (18" in either side of the locate)When we are in that tolerance zone of the locate, we are required by law to hand excavateThe only way to guarantee that we don't hit an underground utility line would be to install the fence outside the tolerance zoneThat would be unacceptable to 95% of our customers, because they would be losing a large portion of their yard We hand excavate at our riskIn this case, we did hit a [redacted] line [redacted] fixed and rerouted the line at our expenseThere may also be a Comcast and [redacted] line in the same hole as the nicked [redacted] lineNothing has happened to those lines; they are still functional Mrs [redacted] is asking us to pull two fence posts and move the fence into here yardOne of the post, is the one that caused the [redacted] outageShe is afraid that her [redacted] will go out in the futureIf we pull the existing post, there is a very good chance that we will break the [redacted] and [redacted] lineIf we relocate the post, there is also a chance that we hit the newly run [redacted] lineWe do not think that it is worth the risk because all of her utilities are currently functioning If Mrs [redacted] wants us to move the fence, we will do soShe will have to take full responsibility for any further damage done to any of the underground utilities [redacted] should repair her grassIf they do not repair her grass, we will can sod the portion of her yard that was damaged Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As Cedar Rustic stated, JULIE came out prior to the installation of the fenceThe installation was still wrongThe post was still placed on the wiringThis is not my fault, and I should not have to be responsible for their errorI should not have to pay for their error by taking full responsibility to place the post in the correct locationThis was part of their initial responsibilityThey have a lifetime warranty that should be honoredThey are responsible for the mistakes of the labor team which they send out to install fencingI placed this task in their hands, and I should not have to bare the risk or liability for placing the post and panels in the right location Replacing the grass is also the responsibility of Cedar RusticIf the post was not placed in the incorrect location to begin with, then this would not be an issueI should not have to go to [redacted] for a problem which lies with Cedar RusticThe cost of moving the wiring lies with them due to their team's error Final Business Response / [redacted] (1000, 12, 2015/09/29) */ If we were to pull the requested post we would probably break the [redacted] lineIf we were to relocate the post, their is a good probability of us breaking the new [redacted] lineThe fence is in the location that is specified on the contractBoth her cable and electric now workWe do not feel moving the post is worth the risk of injury or cost of damaging the cables Final Consumer Response / [redacted] (3000, 19, 2015/10/28) */ This is still an issue for meThe idea that Cedar Rustic states that all of my utilities are working without actually residing in my home is an inappropriate statement It is true that the fence was placed based on the contractHowever, we still have to go back to the original issueCedar Rustic asked JULIE to come out and mark all areas to confirm that the placement was correct on the contractAfter JULIE noted that the location was a place that held wiring for utilities, the installation was still placed on top of the wiring without the necessary adjustments to the contract placement and without speaking with me about the consequences of the placementThis has resulted in [redacted] having to move the wiring and other utilities suffering as well It is hard to believe that Cedar Rustic will not honor their contract or acknowledge their mistake and move the wiring without feeling that they may place the new post on top of additional wiringThis makes me think that they are not competent in their installation team and have issues with following the direction of JULIE It is not my desire to take on the responsibility of any further issues with the placement of this fencing, and I feel that Cedar Rustic should be accountable for the mistake and work to honor the warranty and contract by moving the fencing to avoid any future issues
Initial Business Response / [redacted] (1000, 5, 2015/04/23) */ We installed a fence for Mr [redacted] in July of last yearAll of our fence installations come with a year warranty on workmanshipMr [redacted] called this spring to notify us that a number of his post were heaving on his back fence lineWe sent an installation crew out to reset the postsAt that time we reset postsHe then called back and said another fence line had to be completely redoneAn installation manager from Cedar Rustic met Mr [redacted] at 7:am to inspect his fenceWe then sent the crew back and reset another posts When we reset a post, we will dig out one side of a post, reset the post and pour additional concrete in the holeWhen we manufacture our fences, we drill a seep hole in the bottom of the post so that it grabs the cement and locks the post into the holeThe new cement will lock into the postThis an acceptable method to fix a heaving post Mr [redacted] for some reason wants us to adhere to the ASTM standardTo be clear, we are the manufacturers of our vinyl fencesWe buy vinyl materials from a couple of suppliers, but we ultimately manufacture and install all of our own vinyl fencesWe make no claims nor do our vinyl suppliers that we will adhere to ASTM standardsASTM is the American Society of Testing MaterialsIt is primarily used as standard for manufacturers to rely upon for manufacturing specsOur vinyl supplier adheres to the color fading and impact resistant specs set by the ASTMThose specs have nothing to do with the installation of a fenceThere are a lot of standard building codes in the construction industry including IBC (International Building Code), IRC (International Residential Code), BOCA (Building Officials Code Administrators) and many moreWe work in different villagesEach village will adopt their own code, a standard code or adopt a standard code with modificationsTo my knowledge no villages in Chicagoland or Northwest Indiana require or have adopted ASTM It is just not considered a standard for fence installation When installing a fence we use commonly acceptable installation practices and the local village codeThe city of [redacted] does not have any restrictions or guidelines on hole depth or footing typeOn a standard installation we dig a hole 36" deepThe diameter of the hole is typically 8" to 9" round Cedar Rustic has been in business for yearsAs a company we install about fences a year which equates to about 65,postsWe warranty each one of those post for yearsThat is times the warranty required for new home constructionWe understand the issue of post heaving and install our fences in a manner to try to minimize post heaving You cannot prevent all posts from heavingPost heaving is caused by the existence of water freezing in the groundPost tend to heave more when a fence is installed in a swale (low point in the yard), when down spouts are draining on posts, or when there is a high water tableMr [redacted] may have high water table in his yardIf that is the case, a 10" round hole 36" deep may not prevent his post from heavingIf there are water issues in his yard, taking the fence down and reinstalling his fence could be a waste of time and money I feel the repairs that we did should be sufficientIf they are not, we will work to resolve themWhen we have posts that chronically heave, we will dig out the post and drive a steel rod through bottom of the post and into the ground locking the footing into the ground Mr [redacted] mention in his complaint $for a sprinkler lineWe have not had any discussions with him about a sprinklerWhen we install a fence, we are installing in the location that is dictated by our customerWe cannot be responsible for any underground sprinkler system that may be in the way of the fenceOur contract clearly states, "under no circumstances is Cedar Rustic responsible for damages to private utilities (including sprinklers, drain tiles..." Mr [redacted] had an issue with his fenceWe came out to his house on three occasionsOnce to inspect the fence and twice to reset postsHis fence is now fixedMr [redacted] still has 2-1/years on his warranty for his fenceIf his post heave again or he has any other issues with the workmanship on his fence, we will fix it under the terms of the warrantyIf the same posts heave, we will use an alternate method to try to prevent his post from heaving again We are not going to take his fence down and reinstall his fence for no reasonWe are also not going to give him $Those are both unreasonable request Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The installation they did does not meet industry standardThe problem with the installation is that there is no concrete in holesWhy does CR not understand this? I have had a structural engineer review the fix they did on the posts that heaved and he stated that it is an unacceptable fix He also stated to me that the concrete mix they poured is totally unacceptableI will send CR the report next week I have had two fence contractors look this mess, and they stated that the problem is that there is no concrete in the hole; it's just gravel and sand The AFA which CR are members of states that ASTM governs the installation of PVC fencing To be honest I do not even care about the ASTM standardThe fence was not installed per the industry standard in this areaContractors in this area use a 10" diameter hole to depth of 36" filled with CONCRETEThe key here is that the hole is filled with CONCRETE If the proper concrete mix was poured I would not have these problems With regards to sprinkler systemCR is correct in saying that sprinkler repairs are my responsibility,but I paid to have them corrected onceIf larger holes are now required, and my sprinkler system is damaged, this is on CR Each fence contractor I talked to tells me the same thing-some posts will heave, but not over 1/of the posts With regards to a high water table, CR is grasping for a life line In conclusion, the problem is with the concrete mix they used; it was so watered down that it turned to sand and gravel over one winterI sent ***, the owner, a pictureThis is indicative of every single postI sent [redacted] an email on Wednesday offering to meet with him, and choose not respond The fence needs to come down, proper diameter holes be drilled, and proper concrete mix installed I am not going allow CR to do a half [redacted] fix to get them through warranty, and them deal with the costs later I received a quote of $3,to fix the problemThis is excluding sprinkler repairsThis quote is for 10" diameter holes to a depth of 36" I am not looking for moneyHeck, they could send the check directly to the fence contractor This is heading to small claims court, if this does not get resolved I am having it fixed whether CR does or notI have data to proved that it was a [redacted] job Final Business Response / [redacted] (4000, 9, 2015/04/24) */ There is cement in the holesWe intentionally sent a different crew to fix the postsWe did that to verify that the original crew set the post deep enough and used cementHe verified that they did both I put no credence in what other fence companies say about the installationWe don't use cement when we install a cedar fence for reasons beyond the scope of this discussionWe use a dry mix footingOther fence companies claim that we do this for our vinyl and aluminum installationThat is not true This is the second time Mr [redacted] has threaten legal actionAt this point, I don't think we are going to resolve this issueWith pending legal action we are going to refrain from any future discussions here
DO NOT USE THIS COMPANY!!!! Their installers hit my power line even though Julie marked everything [redacted] had to come in with a back hoe to fix the electric and they had to tear up my neighbors landscaping and they refused to fix it correctlyThey also did not install the fence panels level with the ground like they said they wouldThere are gaps now that we had to fill so our dogs could not get under and out of the yardThey cut one of the old posts off leaving a jagged piece sticking out of the ground They also left exposed cable wires that they dug up and did not rebury themThey also did not fill in the new post holes so they were level with the groundWe called to complain and they refused to take off any money for the mistakesTheir customer service is horribleI wish we would have gone with another companyIt would have been worth the extra cost!!!!
We have regraded a portion of Mrs [redacted] yard since the complaintShe approved the work completed
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Samantha ***
We apologize for not being more responsiveFence repair is not a core part of our businessWe do it as a service to help existing customersThis year we had some significant storm damage done to fences at the same time our fence installation business started to pick upWe have been getting to phone calls a day for fence repairsWe are turning a vast majority of them away because they are not for fences we installedA majority of the fence companies do not service there fences so we get the callsWe are currently plus weeks out to service or bid a service job If you are not happy with our service, I recommend you contact [redacted] Their only focus is fence repairs and service [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ When we install a fence we are required by law to notify JULIEJULIE then contacts the public utility companies and request they locate their underground facilitiesWhen they locate their facilities they can be accurate within feet (18" in either side of the locate)When we are in that tolerance zone of the locate, we are required by law to hand excavateThe only way to guarantee that we don't hit an underground utility line would be to install the fence outside the tolerance zoneThat would be unacceptable to 95% of our customers, because they would be losing a large portion of their yard We hand excavate at our riskIn this case, we did hit a [redacted] line [redacted] fixed and rerouted the line at our expenseThere may also be a Comcast and [redacted] line in the same hole as the nicked [redacted] lineNothing has happened to those lines; they are still functional Mrs [redacted] is asking us to pull two fence posts and move the fence into here yardOne of the post, is the one that caused the [redacted] outageShe is afraid that her [redacted] will go out in the futureIf we pull the existing post, there is a very good chance that we will break the [redacted] and [redacted] lineIf we relocate the post, there is also a chance that we hit the newly run [redacted] lineWe do not think that it is worth the risk because all of her utilities are currently functioning If Mrs [redacted] wants us to move the fence, we will do soShe will have to take full responsibility for any further damage done to any of the underground utilities [redacted] should repair her grassIf they do not repair her grass, we will can sod the portion of her yard that was damaged Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) As Cedar Rustic stated, JULIE came out prior to the installation of the fenceThe installation was still wrongThe post was still placed on the wiringThis is not my fault, and I should not have to be responsible for their errorI should not have to pay for their error by taking full responsibility to place the post in the correct locationThis was part of their initial responsibilityThey have a lifetime warranty that should be honoredThey are responsible for the mistakes of the labor team which they send out to install fencingI placed this task in their hands, and I should not have to bare the risk or liability for placing the post and panels in the right location Replacing the grass is also the responsibility of Cedar RusticIf the post was not placed in the incorrect location to begin with, then this would not be an issueI should not have to go to [redacted] for a problem which lies with Cedar RusticThe cost of moving the wiring lies with them due to their team's error Final Business Response / [redacted] (1000, 12, 2015/09/29) */ If we were to pull the requested post we would probably break the [redacted] lineIf we were to relocate the post, their is a good probability of us breaking the new [redacted] lineThe fence is in the location that is specified on the contractBoth her cable and electric now workWe do not feel moving the post is worth the risk of injury or cost of damaging the cables Final Consumer Response / [redacted] (3000, 19, 2015/10/28) */ This is still an issue for meThe idea that Cedar Rustic states that all of my utilities are working without actually residing in my home is an inappropriate statement It is true that the fence was placed based on the contractHowever, we still have to go back to the original issueCedar Rustic asked JULIE to come out and mark all areas to confirm that the placement was correct on the contractAfter JULIE noted that the location was a place that held wiring for utilities, the installation was still placed on top of the wiring without the necessary adjustments to the contract placement and without speaking with me about the consequences of the placementThis has resulted in [redacted] having to move the wiring and other utilities suffering as well It is hard to believe that Cedar Rustic will not honor their contract or acknowledge their mistake and move the wiring without feeling that they may place the new post on top of additional wiringThis makes me think that they are not competent in their installation team and have issues with following the direction of JULIE It is not my desire to take on the responsibility of any further issues with the placement of this fencing, and I feel that Cedar Rustic should be accountable for the mistake and work to honor the warranty and contract by moving the fencing to avoid any future issues
Initial Business Response / [redacted] (1000, 5, 2015/04/23) */ We installed a fence for Mr [redacted] in July of last yearAll of our fence installations come with a year warranty on workmanshipMr [redacted] called this spring to notify us that a number of his post were heaving on his back fence lineWe sent an installation crew out to reset the postsAt that time we reset postsHe then called back and said another fence line had to be completely redoneAn installation manager from Cedar Rustic met Mr [redacted] at 7:am to inspect his fenceWe then sent the crew back and reset another posts When we reset a post, we will dig out one side of a post, reset the post and pour additional concrete in the holeWhen we manufacture our fences, we drill a seep hole in the bottom of the post so that it grabs the cement and locks the post into the holeThe new cement will lock into the postThis an acceptable method to fix a heaving post Mr [redacted] for some reason wants us to adhere to the ASTM standardTo be clear, we are the manufacturers of our vinyl fencesWe buy vinyl materials from a couple of suppliers, but we ultimately manufacture and install all of our own vinyl fencesWe make no claims nor do our vinyl suppliers that we will adhere to ASTM standardsASTM is the American Society of Testing MaterialsIt is primarily used as standard for manufacturers to rely upon for manufacturing specsOur vinyl supplier adheres to the color fading and impact resistant specs set by the ASTMThose specs have nothing to do with the installation of a fenceThere are a lot of standard building codes in the construction industry including IBC (International Building Code), IRC (International Residential Code), BOCA (Building Officials Code Administrators) and many moreWe work in different villagesEach village will adopt their own code, a standard code or adopt a standard code with modificationsTo my knowledge no villages in Chicagoland or Northwest Indiana require or have adopted ASTM It is just not considered a standard for fence installation When installing a fence we use commonly acceptable installation practices and the local village codeThe city of [redacted] does not have any restrictions or guidelines on hole depth or footing typeOn a standard installation we dig a hole 36" deepThe diameter of the hole is typically 8" to 9" round Cedar Rustic has been in business for yearsAs a company we install about fences a year which equates to about 65,postsWe warranty each one of those post for yearsThat is times the warranty required for new home constructionWe understand the issue of post heaving and install our fences in a manner to try to minimize post heaving You cannot prevent all posts from heavingPost heaving is caused by the existence of water freezing in the groundPost tend to heave more when a fence is installed in a swale (low point in the yard), when down spouts are draining on posts, or when there is a high water tableMr [redacted] may have high water table in his yardIf that is the case, a 10" round hole 36" deep may not prevent his post from heavingIf there are water issues in his yard, taking the fence down and reinstalling his fence could be a waste of time and money I feel the repairs that we did should be sufficientIf they are not, we will work to resolve themWhen we have posts that chronically heave, we will dig out the post and drive a steel rod through bottom of the post and into the ground locking the footing into the ground Mr [redacted] mention in his complaint $for a sprinkler lineWe have not had any discussions with him about a sprinklerWhen we install a fence, we are installing in the location that is dictated by our customerWe cannot be responsible for any underground sprinkler system that may be in the way of the fenceOur contract clearly states, "under no circumstances is Cedar Rustic responsible for damages to private utilities (including sprinklers, drain tiles..." Mr [redacted] had an issue with his fenceWe came out to his house on three occasionsOnce to inspect the fence and twice to reset postsHis fence is now fixedMr [redacted] still has 2-1/years on his warranty for his fenceIf his post heave again or he has any other issues with the workmanship on his fence, we will fix it under the terms of the warrantyIf the same posts heave, we will use an alternate method to try to prevent his post from heaving again We are not going to take his fence down and reinstall his fence for no reasonWe are also not going to give him $Those are both unreasonable request Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The installation they did does not meet industry standardThe problem with the installation is that there is no concrete in holesWhy does CR not understand this? I have had a structural engineer review the fix they did on the posts that heaved and he stated that it is an unacceptable fix He also stated to me that the concrete mix they poured is totally unacceptableI will send CR the report next week I have had two fence contractors look this mess, and they stated that the problem is that there is no concrete in the hole; it's just gravel and sand The AFA which CR are members of states that ASTM governs the installation of PVC fencing To be honest I do not even care about the ASTM standardThe fence was not installed per the industry standard in this areaContractors in this area use a 10" diameter hole to depth of 36" filled with CONCRETEThe key here is that the hole is filled with CONCRETE If the proper concrete mix was poured I would not have these problems With regards to sprinkler systemCR is correct in saying that sprinkler repairs are my responsibility,but I paid to have them corrected onceIf larger holes are now required, and my sprinkler system is damaged, this is on CR Each fence contractor I talked to tells me the same thing-some posts will heave, but not over 1/of the posts With regards to a high water table, CR is grasping for a life line In conclusion, the problem is with the concrete mix they used; it was so watered down that it turned to sand and gravel over one winterI sent ***, the owner, a pictureThis is indicative of every single postI sent [redacted] an email on Wednesday offering to meet with him, and choose not respond The fence needs to come down, proper diameter holes be drilled, and proper concrete mix installed I am not going allow CR to do a half [redacted] fix to get them through warranty, and them deal with the costs later I received a quote of $3,to fix the problemThis is excluding sprinkler repairsThis quote is for 10" diameter holes to a depth of 36" I am not looking for moneyHeck, they could send the check directly to the fence contractor This is heading to small claims court, if this does not get resolved I am having it fixed whether CR does or notI have data to proved that it was a [redacted] job Final Business Response / [redacted] (4000, 9, 2015/04/24) */ There is cement in the holesWe intentionally sent a different crew to fix the postsWe did that to verify that the original crew set the post deep enough and used cementHe verified that they did both I put no credence in what other fence companies say about the installationWe don't use cement when we install a cedar fence for reasons beyond the scope of this discussionWe use a dry mix footingOther fence companies claim that we do this for our vinyl and aluminum installationThat is not true This is the second time Mr [redacted] has threaten legal actionAt this point, I don't think we are going to resolve this issueWith pending legal action we are going to refrain from any future discussions here