Fence Masters

Complaint: [redacted] I am rejecting this response because:at the time we were without powerAnd were unsure why When electrician came to our home is when we discovered the line hit under a post installed by fence masters Secondly, it was never explained that there was ANY protocol for this situation Fence Masters will not accept responsibility After seeing the damage and the electrician telling us fence masters was responsible We know they are!!! Sincerely, Amber [redacted]

Complaint: [redacted] I am rejecting this response because: We want FULL refund of the money we gave to Fence Masters because we are not pleased with their customer service and because they did not respond to our needs and to our calls within the time frame they were supposed to respondAll other companies that offer installation services do keep updated their customers and make them feel confortable with the service providedIt is a dissatisfaction to work with Fence Masters and would be fraud if they do not refund our moneyAnd, David did not "uttered a sound that may have sounded like a laugh"David did laugh out loud to me on the phone in a very disrespectful way.Sincerely,Jessica ***

Initial Business Response / [redacted] (1000, 5, 2014/05/16) */ Contact Name and Title: [redacted] Ins Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***@fencemastersinc.com I tried calling Ms [redacted] with the phone number that we had on file from original orderThat is no longer her number I have just e-mailed her as well, asking her to contact me so I can set up a meeting with her, so I can look at the gate issues myself, and then proceed in getting her problem fixed

Initial Business Response / [redacted] (1000, 5, 2014/08/14) */ Contact Name and Title: [redacted] Ins Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***@fencemastersinc.com I left [redacted] a message on 8/to set up a meeting early next week at her convenience so I can go over the issues that were not corrected on our last trip out thereI assured her on the message that I will get someone on this as soon as possible after our meetingI apologize for not getting back to her in time to get these issues resolved, but they will be resolved very quickly after I can meet with her

The problem has been resolved

1-cut grill gas pipe first dayAgreed to have local certified plumber repair but,..told me later the contractor was doing it2- much of project was crooked,pieced together,..and any attempt to cut cornersContractor complained constantly that while I was told it was a three day job - it should have been days estimated 3- they didnt have the correct product for so much of the job,...they even tried to paint things to match what was supposed to be maintenance free vinyl decking.4- tried attempts to provide stairs that were even to step downEach attempt the contractor refused to cut custom stringer,...just pieced and recut the bad standard stringerThe project manager assured us again and again that the stairs would be fixed to be evenAfter 3rd attempt we just gave up and told the contractor to leaveHe lectured me that he was working for free and didn't have to put in a custom stringer cause the stairs were good enoughI paid himI shouldn't haveNow we have a $15,deck with uneven stairsSomeone will eventually fall or trip down the stairs 5- the colors we selected: we were told just a couple of days prior to installation were not available I should have asked for a refund and ran from this firm,it was the beginning of awful communication and continual effort to put up any crooked,pieced together deck..just to get our money Now I have to find someone to fix the stairsThis business is terribleI waited a long time for a nice deck,..it was a terrible experience

Good morning, I received message from Jessica on Saturday, July st The company worked a 1/day on Monday, and closed on Tuesday for the HolidayI called Jessica on Wednesday to return her call, and because I received a message that she would like to cancel I apologized for not getting back to her sooner, and proceeded to explain that we could install her fence on Monday, the 10th, and that it was not necessary to cancel We are exactly at the week mark for installation, which is what we initially told Jessica we would be at for installationJessica insisted that she wanted to cancel, so I began to explain that we have a policy in which we have to charge a 25% restocking fee since we already had the material deliveredJessica was not pleased with that informationJessica was upset and asked why we didn't call her to let her know that the material was deliveredI tried to explain that we don't do that, and that what we do is call when we get closer to the date when we know we are going to installJessica insisted on a full refund, and I reiterated that we couldn't do that, due to the restocking feeWe spoke again later, and Jessica wanted to know the price of the material only Jessica and her husband, David, were now considering buying the material only, and she wanted the price I tried to explain that I did not know the price, because that was not my department, and that I would have to check with the sales manager, and get back to her on Thursday when he returnedJessica did not like that answer, and did not understand whyJessica mentioned that I laughed at herI have been in the customer service industry all my life, and years in the fence industry, and have never laughed at a customer Possibly, since I was in a frustrated and tense situation, I may have uttered a sound that may have sounded like a laugh, but I assure you, it was not intended that way This is a very unfortunate situation that I feel could have been easily resolved if it were not the holiday weekend, and caused a delay in response, and if we would have been able to install on Monday, the 10th, as I had offeredIn the meantime, my sales manager will get the price of the material, and hopefully we can come to a resolution Thank you

Initial Business Response / [redacted] (1000, 5, 2014/09/25) */ Contact Name and Title: [redacted] Ins Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***@fencemastersinc.com I returned [redacted] message on Sept 16th and set up a meeting with him on Thursday Sept 18thAt that meeting I gave him his warranty information and also looked at his issue with the gate lockI told him I would have someone out the next week to get it fixedI sent out an installer on Wednesday Sept 24th after work to look at lock and fix the problemAfter looking at it it was concluded that we needed another trip to fix itHe is going back today, Sept 25th after work and lock will be fixedHe informed [redacted] of that yesterday, and [redacted] was OK with him coming back tonightAll issues should be fixed at end of the day, Sept 25th

Initial Business Response / [redacted] (1000, 5, 2014/10/16) */ Contact Name and Title: [redacted] Res INst Mg Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] There were several quotes provided to Ms[redacted] due to the layout of the fence and the style of the fence being changedThe neighbor's fencing was installed and they had no pricing issuesThe final quote was calculated on our computerThe quote program had deleted a calculationUpon discovering this [redacted] contacted the customer and informed her [redacted] attempted to explain what happened and told her we would install the fence for the adjusted priceThe customer would not accept the corrected pricing and wanted to speak to the managerThe installation manager [redacted] called Ms [redacted] and explained the situationHe told her that a mistake had been made and apologized for the errorAt no point did he use any foul language or raise his voice with Ms [redacted] [redacted] told her that he could not approve the fence contract at that price and she would have to talk to the owner of the companyMr [redacted] called and spoke the Ms [redacted] and told her that a mistake had been made and that Fence Masters count not honor the contract at that priceAt no point did he use foul language with her or call her crazyMs [redacted] has not tried to contact Fence Masters since this phone call Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not except this response as it is complete falsified informationWe had a sign contract that is admissible in court by lawThey chose not to honor that contract and say that they made a mistakeIf that is so then they had made the mistake with the previous quote that they gave me (this one was not signed)After you have a signed contract with a price that both parties have agreed upon, it is the businesses responsibility to honor that contractThey should not come back and just say that it was a computer glitch and use the language and the tone of voice that they used to a customerIndeed they did raise their voice to me including the owner of the companyI have never been treated by a company like this before in my lifeAlso in filing this complaint I did check with the neighbors who also did say that they filed a complaint with the Revdex.comThey did say that they were quoted a certain price and signed a contract and then they were also charged moreI do know that that has nothing to do with my contract I just also noticed that that does show that they have done this in the pastBottom line, if you have a signed contract between both parties that has and agreed-upon then the company should honor that contract because it is their mistakeIt is poor business practice to be rude to a customer when you as the company have made a mistake Final Business Response / [redacted] (4000, 9, 2014/10/27) */ Sorry, we are unable to do the job at that priceAs we explained, there was a computer error with an incorrect priceWe did contact Ms [redacted] when the error was discoveredWe stand by our statement that we were never rude, raised our voices or used foul language to Ms [redacted] Ms [redacted] neighbor's complaint had nothing to with pricingThey had an issue with the gate latch and it was promptly resolvedThey also requested that warranty information be sent to both brothers, this was also resolved Consumer Response / [redacted] (3000, 15, 2014/12/01) */ 11/30/ I am very upset because I just saw this email for the first time and it says my complaint is closed, however there was no resolutionI am very unhappy with FenceMasters breaking their contract and not honoring a signed contract because of THEIR errorThat is not a proper way to conduct business and in my opinion they were not kind in the way they treated me over the phoneAt one point they even hung up on me when I was trying to talk through the issue with them

Initial Business Response / [redacted] (1000, 5, 2014/05/01) */ Contact Name and Title: Todd Krueger, Res INst Mg Contact Phone: XXX-XXX-XXXX Contact Email: ***@fencemastersinc.com Fence Masters was unaware that this had happenedI immediately called Mr***I explained to him that his scheduled appointment for an estimate was accidentally not placed on the salesmen's scheduleOur scheduling program is new and we have already corrected the glitch that caused this issueWe are extremely sorry for inconvenience that this may have caused Mr [redacted] and have resolved that it will not happen to any other customersHe did appreciate that he was contacted about this matter

Hello, I am writing this response to the complaint reported to the Revdex.com
rgb(34, 34, 34)">There is a problem with the roll gate we installed at this projectIt canbe resolved easily when I gain access to the property and have electricityand no cars on the drivewayI was initially contacted by the wife for aquote and actually met with the husband who has a heavy accentI purchaseda pickup truck from the homeowners and credited $of the $1,to theirbillThe husband was paying in $increments because he could withdrawonly $daily from his accountWhen the job was completed he paid infull and he was given a invoiceAt that time there was no discrepancyexpressedWe went back several times to find no access to electricity andno one home when we scheduled the returnsHe then called and said I owedhim $ I said I would check to verify it and called him backWhen wenext spoke he was very agitated and it was very difficult to understand

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.It was after a review our invoice statements we realized we never received the $that was agreed uponBeyond that I, *** ***, had never received a phone call from Fence Masters in regards to a time that he would be coming to our home to work on our fenceDuring the time he was building the fence, he would frequently come by unannounced so this seems to be a trendI am an American citizen and my English is easy to understandUsing my husbands accent, which isn't a problem for most people, is not an excuse for failing to communicate with usFurthermore, the statement written by Fence Masters did not propose any plans of action beyond gaining access to my property and is written as an excuse rather than a plan to handle our complaintThe truck that we sold to him was under an agreed amount of $1,as he admits in his statementWe have an invoice showing the $he paid to us in cash however, the remaining $was not taken off our bill In my original complaint I simply asked for the $we are owed and compensation for a different company to come and finally finish the project ( Estimations and bill to be used as proof)I will continue to standby my original request
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does,
will consider this complaint resolved
Regards,
*** ***

The problem has been resolved.