Fence Masters, Inc.

Initial Business Response /* (1000, 5, 2014/10/16) */
Contact Name and Title: *** *** Res INst Mg
Contact Phone: XXX-XXX-XXXX
Contact Email: ***
There were several quotes provided to Ms.*** due to the layout of the fence and the style of the fence being changed
The 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 *** contacted the customer and informed her*** 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 *** called Ms*** 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*** 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*** called and spoke the Ms*** 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*** has not tried to contact Fence Masters since this phone call
Initial Consumer Rebuttal /* (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 /* (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*** when the error was discoveredWe stand by our statement that we were never rude, raised our voices or used foul language to Ms***Ms*** 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 /* (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

Good afternoon, Fence Masters has apologized for the inconvenience caused to the homeowner, but we can not accept responsibility for the damagedcable line, if we were not given the opportunity to follow our standard protocol for damaged hit lines, which includes recalling the JULIE locate agency,and calling the cable company of the damaged line, so that we have proper documentation of the incident. It is always our intent to do no damage toa homeowners property in any way. Thank You

Complaint: ***
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 ***

Initial Business Response /* (1000, 5, 2014/09/25) */
Contact Name and Title: *** *** Ins Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@fencemastersinc.com
I returned *** 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 *** of that yesterday, and *** was OK with him coming back tonightAll issues should be fixed at end of the day, Sept 25th

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 respond. All other companies that offer installation services do keep updated their customers and make them feel confortable with the service provided. It is a dissatisfaction to work with Fence Masters and would be fraud if  they do not refund our money. And, 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 [redacted]

We were not aware that we hit a cable line.  The area was not marked properly by the utility companies.  Our protocol is such that if we hit a cable line, we call it in to the utility company, and to the JULIE agency, to verify the location of the cable in relation to the marks....

The homeowner lost power 3 weeks later and called a private electric company to repair the cable. We have no way to prove when cable line was damaged.  Had the homeowner notified us first, so we can follow our protocol on hit lines, we would have beenable to assist in a possible resolution.  We did apologize for the inconvenience that this situation caused them, even though we are not sure of the cause.   Thank you

Good morning,  I received 1 message from Jessica on Saturday, July st.  The company worked a 1/2 day on Monday, and closed on Tuesday for the Holiday. I 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 3 week mark for installation, which is what we initially told Jessica we would be at for installation. Jessica 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 delivered. Jessica was not pleased with that information. Jessica was upset and asked why we didn't call her to let her know that the material was delivered. I 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 install. Jessica insisted on a full refund, and I reiterated that we couldn't do that, due to the restocking fee. We 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 returned. Jessica did not like that answer, and did not understand why. Jessica mentioned that I laughed at her. I have been in the customer service industry all my life, and 13 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 offered. In the meantime, my sales manager will get the price of the material, and hopefully we can come to a resolution.  Thank you

Fence Masters contacted Darcy Kolodziej on Thursday, 3/9, and left a message.  She retuned my call on Friday, 3/10.  I set up an appointment to meet with her husband on Tuesday, 3/14.  Due to inclement weather, I contact Jeff and we rescheduled our meeting until Monday, 3/19.  At...

that time I will access the issues with the fence and schedule a crew as soon as possible to make the necessary repairs.

Initial Business Response /* (1000, 5, 2014/05/01) */
Contact Name and Title: Todd Krueger, Res INst Mg
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@fencemastersinc.com
Fence Masters was unaware that this had happened. I immediately called Mr. [redacted]. I explained to him that his...

scheduled appointment for an estimate was accidentally not placed on the salesmen's schedule. Our scheduling program is new and we have already corrected the glitch that caused this issue. We are extremely sorry for inconvenience that this may have caused Mr. [redacted] and have resolved that it will not happen to any other customers. He did appreciate that he was contacted about this matter.

Initial Business Response /* (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...

changed. The neighbor's fencing was installed and they had no pricing issues. The final quote was calculated on our computer. The quote program had deleted a calculation. Upon 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 price. The customer would not accept the corrected pricing and wanted to speak to the manager. The installation manager [redacted] called Ms. [redacted] and explained the situation. He told her that a mistake had been made and apologized for the error. At no point did he use any foul language or raise his voice with Ms. [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 company. Mr. [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 price. At no point did he use foul language with her or call her crazy. Ms. [redacted] has not tried to contact Fence Masters since this phone call.
Initial Consumer Rebuttal /* (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 information. We had a sign contract that is admissible in court by law. They chose not to honor that contract and say that they made a mistake. If 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 contract. They 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 customer. Indeed they did raise their voice to me including the owner of the company. I have never been treated by a company like this before in my life. Also in filing this complaint I did check with the neighbors who also did say that they filed a complaint with the Revdex.com. They did say that they were quoted a certain price and signed a contract and then they were also charged more. I 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 past. Bottom 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 mistake. It is poor business practice to be rude to a customer when you as the company have made a mistake.
Final Business Response /* (4000, 9, 2014/10/27) */
Sorry, we are unable to do the job at that price. As we explained, there was a computer error with an incorrect price. We did contact Ms. [redacted] when the error was discovered. We 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 pricing. They had an issue with the gate latch and it was promptly resolved. They also requested that warranty information be sent to both brothers, this was also resolved.
Consumer Response /* (3000, 15, 2014/12/01) */
11/30/14
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 resolution. I am very unhappy with FenceMasters breaking their contract and not honoring a signed contract because of THEIR error. That is not a proper way to conduct business and in my opinion they were not kind in the way they treated me over the phone. At one point they even hung up on me when I was trying to talk through the issue with them.

Initial Business Response /* (1000, 5, 2014/05/16) */
Contact Name and Title: [redacted] Ins Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@fencemastersinc.com
I tried calling Ms [redacted] with the phone number that we had on file from original order. That 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.

1-cut grill gas pipe first day. Agreed to have local certified plumber repair but,..told me later the contractor was doing it. 2- much of project was crooked,pieced together,..and any attempt to cut corners. Contractor complained constantly that while I was told it was a three day job - it should have been 10 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 3 attempts to provide stairs that were even to step down. Each attempt the contractor refused to cut custom stringer,...just pieced and recut the bad standard stringer. The project manager assured us again and again that the stairs would be fixed to be even. After 3rd attempt we just gave up and told the contractor to leave. He lectured me that he was working for free and didn't have to put in a custom stringer cause the stairs were good enough. I paid him. I shouldn't have. Now we have a $15,000 deck with uneven stairs. Someone 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 stairs. This business is terrible. I waited a long time for a nice deck,..it was a terrible experience.

Initial Business Response /* (1000, 5, 2014/08/14) */
Contact Name and Title: [redacted] Ins Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@fencemastersinc.com
I left [redacted] a message on 8/14 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 there. I assured her on the message that I will get someone on this as soon as possible after our meeting. I 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.

Initial Business Response /* (1000, 5, 2014/09/25) */
Contact Name and Title: [redacted] Ins Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@fencemastersinc.com
I returned [redacted] message on Sept 16th and set up a meeting with him on Thursday Sept 18th. At that meeting I gave him his...

warranty information and also looked at his issue with the gate lock. I told him I would have someone out the next week to get it fixed. I sent out an installer on Wednesday Sept 24th after work to look at lock and fix the problem. After looking at it it was concluded that we needed another trip to fix it. He is going back today, Sept 25th after work and lock will be fixed. He informed [redacted] of that yesterday, and [redacted] was OK with him coming back tonight. All issues should be fixed at end of the day, Sept 25th.