Anthony & Sons Fence & Decks, Inc.

We have received a complaint, Complaint [redacted], regarding service issues about [redacted], our scheduling practices and procedures, as well as comments allegedly made by customer service representatives and drivers.    1.      Client alleges...

[redacted] could provide transportation services to an appointment, but not a return ride home: a.      Our customer service representatives frequently must make several attempts to find a suitable time for a requested ride that is accepted by the automated routing system. b.      If the system does not accept a ride as entered, we request all our clients to call back the day prior to the scheduled ride(s) to see if the system was able to schedule an appropriate time or our Schedulers were able to override the system to schedule the requested ride – this is our standard procedure if we are not able to provide information at the time of the reservation. c.       Rides are not denied at the time of initial call by customer.  We show that our customer service representatives attempting to schedule a ride for this customer an average of 7.35 times per trip request, each way, or 14.7 times per request for service to and from an appointment (maximum of 42 times for a single return ride home). d.       We have 1 Denied Ride for this customer since January 2016 (on May 9), all 19 other requests were scheduled of which the customer cancelled 13. 2.      Client alleges [redacted] stated that client needed to find another doctor or schedule appointments at a different time. a.      [redacted] operates under the Shared Ride service guidelines, which is based on the premise that customers will not ride alone, will not receive direct service (having to make other stops along the way), and have to depend on all customers following the same rules.  b.      The automated routing system ([redacted]) will schedule rides according to these standards, creating ride lengths that may be longer than desirable by customer and, depending on the requested pickup time for return ride home, place that customer’s request outside of our 5:30pm end of service hours.  This may result in a Denied Ride. c.       When customer service representatives see a history of difficulty in scheduling rides at a particular time, they will suggest the possibility of a closer location that may provide similar service or, if that is not feasible or acceptable to client, they are instructed to suggest alternate appointment times – we have even offered to contact doctors on behalf of our shared clients to adjust appointment times to ensure we can provide the necessary transportation. d.      [redacted] provides a far more flexible set of operating guidelines than that contained in the Shared Ride guidelines; we often make multiple attempts to provide service even if the automated routing system prompts our customer service representatives to deny the requested ride (for reference, see Items 1.c. and 1.d. of this response), and frequently agree to provide transportation even when the system cannot find an appropriate timeframe, instead counting an opening on our schedules from other customers that either cancel or do not show for their scheduled ride(s). 3.      Client alleges driver made an inappropriate comments or failed to provide service as mandated a.      Drivers are instructed to refrain from comments that may be interpreted negatively (such as “loving the doctor” or “difficulty coming to residence”).  [redacted] will redouble its customer service training to address this issue. b.      Drivers not coming to door, instead honking vehicle horn:  [redacted] provides curb-to-curb service, at a minimum, and door-to-door service as an extended courtesy.  We will address this issue as part of our customer service training, as well. c.       As part of the Shared Ride service, clients are required to be prepared to board the vehicle 15 minutes prior to the Negotiated Time for any given trip.  While our employees are also prohibited from entering buildings to attempt to located clients, they are encouraged to knock on the door if a client cannot be located. [redacted] strives to meet and exceed the normal service requirements as outlined in the Shared Ride guidelines and has a history of doing so.  Our service is not perfect; but we pride ourselves on providing a greater level of service than that of our counterparts and continue to improve our service through training for our employees.  We will use the information provided in this complaint to further address and refine our customer service training for our employees.   Should you require additional information, please feel free to contact me at your earliest convenience.

Review: They installed a fence for us in July 2013 which was never installed correctly and has not worked properly, warped, etc. ever since. I've been asking them to come fix it and sending pictures/descriptions ever since and they just keep putting me off.

here are most recent:

Sep 24

to ANTFENCE2

This is now an issue for the Revdex.com

On Sep 24, 2014 7:30 AM, [redacted] wrote:

as soon as hang we get cought up on our work load a little better please hang in there

In a message dated 9/23/2014 9:46:15 P.M. Eastern Daylight Time, [redacted] writes:

On Sep 18, 2014 1:16 PM, [redacted] wrote:

When????

On Thu, Sep 11, 2014 at 7:40 AM, [redacted] wrote:

we are going to come out one more time with new hinges and caps and fix it up

In a message dated 9/11/2014 7:25:15 A.M. Eastern Daylight Time, [redacted] writes:

Well , since you're not coming to fix/replace any of the issues, it's way passed time that you honor the warranty and refund our money so we can have someone else do it.

On Sep 11, 2014 7:13Desired Settlement: I would like the fence to be installed properly and fixed, which would mean starting from scratch in many parts because they tried to fix it so many times that it is beyond repair. OR, if they are unwilling to do this as they have demonstrated, I would like a refund of the money so we can pay someone else to redo the fence. I have MANY more emails documenting their blatant disregard for our contract, but they would not fit in the above field.

View Payment details to Fencing Anthony and Sons - on 11/04/2013 for $1,189.00

View Payment details to Fencing Anthony and Sons - on 06/13/2013 for $900.00

Review: I signed a contract on 6/23/15 to purchase a fence with Anthony and Sons Fence and Decks, Inc. I put a $3000 deposit on this fence on that date. After many phone calls to the sales rep, the owner, and the installer, the fence was installed on September 29 and 30. The Fence is short in the front of the house. The installer said that he would be back on Monday or Tuesday October 5th or 6th, 2015 with the pieces to finish the job. He never showed. I called him and he said he would be back on Saturday October 10th, 2015...he never showed.

On October 25, 2015 I called the installer again. The installer had to call me back since we were cut off. I don't know if his cell phone needed to be charged but we were cut off again. Before we were cut off, he said he would be out on Tuesday, October 26, 2015. The installer never showed.

I called again today October 27, 2015. I told him that I took the day off on Tuesday and that he is costing me money. I made it clear that he has not made any of the dates mentioned above and that I am tired of waiting for

the fence to be completed.

It was at this point, [redacted] the installer said, you don't understand the situation and this is Anthony & Sons Fence and Decks, Inc. problem.

1. The company selling and measuring the fence should have measured correctly.

2. When I ordered the fence, I expected the fence within six weeks. This did not happen partially because of a permit that the salesman did not file and he had the map of the property on 6/23/15.

3. I filed the permit with the Township on September 1 and received on September 4, 2015.

4. Many phone calls later to the owner, the salesman, and the installer to get the fence installed.

5. Now I am waiting for the extra pieces to finish the fence, which I am expected to pay for and pay for the additional time to install.

Anthony & Sons Fence and Decks, Inc. has been paid in full since the pieces ordered on the contract were instalDesired Settlement: The installer is to call me and set up a time when I am home. Since I have already lost time and money waiting for the installer on empty promises, there should be no charge for the extra pieces or labor. I need one Cape Cod piece and two post. The installer said he could pick up these pieces for half off.

The installer would have to remove one metal post by the driveway, and Install two half pieces of the Cape Cod on both sides (right and left side) of the fence in the front and install the two post. This would finish the job!