Gardner Fence Systems

Initial Business Response /* (1000, 5, 2015/06/11) */
1. Product application
The fence ordered by the customer was to create a "custom" 1-rail fence system. This by itself is not a horse fence system. Our horse fence systems are 3 and 4-rail fence systems that contain tens of thousands of horses...

around the world.
This customer has ordered multiple times and they declared they would be adding horse wire to the custom fence system they ordered "again"- Please see our notes from their lead submitted 03/07/12-
FROM CUSTOMER 03/07/12 - want another one-rail fence 648 feet long (81 posts, 41 16' rails.) 3 corner posts, 2 end posts & 76 pass through posts = 81 total. No gates. We will be addidng horse wire ourselves again.

2. In Regards to communication-
Gardner Fence has replied to all correspondence that we have received. Customer sent a letter complaining about broken rails I have copied our e-mail reply to them below. Which the did receive because they followed the instructions to get the material.
2-9-15 FROM GARDNER FENCE TO CUSTOMER
"We received your letter with the pictures of your 1 Rail fence. In looking at the pictures you provided we have determined it is not a warranty issue. Our warranty is against any manufacturing defects. Here is the link to our warranty. http://www.gardnerfence.com/warranty/
However, I understand your experience has been frustrating and we do appreciate your business so we would like to split the costs with you. This is a one time only offer as it is not a warranty claim but a good will gesture.
You can pick up the rails again in Corsicana for $xx.00 each x 12 = $xx0.00 which leaves us each owing $xx0.00. If you would like them shipped to you, the freight is $200.00 and we will also split that with you.
I hope this solution is agreeable for you. We appreciate your business."
Customer then went to the factory and picked up the materials and paid for them at the time of pick up. We considered the issue closed at that time and did not see the need for additional communication at that time
Regarding Electric wire-
We do recommend that if you have aggressive horses or are experience maintenance costs to add hotwire to your fence system. We have pictures on our website and facebook page showing our vinyl fence systems with hotwire attached. The majority of customers with our 3 or 4-fence system do not need any hotwire attached...but with a "custom" 1-rail application and the issues the customer is having, then yes electric would be recommended.
Regarding advertising-
Our fence is safe for horses, however it is not horse proof.
We do proudly advertise our fence as "safe" for horses. We have safely contained thousands of horses for 27 years and counting. The Gardner Vinyl fence system is much better for horses then the injuries suffered in a incident with a metal or wood horse fence. We do not advertise our fence as "horse proof" or anything of that nature.
Regarding desired resolution-
As demonstrated in the offer email that was copied above, Gardner Fence has made an extraordinary effort to keep the customer satisfied by offering them replacement parts at a special discounted price as an attempt to alleviate their frustration. We will not be reimbursing any additional money for product purchased or travel that has already occurred. We will not replace future broken rails at no cost. We will still advertise our fencing as safe for horses...because it has been demonstrated to be safe over many years.
As a sign of attempted continued goodwill, we will continue to offer the same discounted replacement part pricing offer that they accepted previously through the remainder of 2015. (as detailed in our 02/09/15 e-mail reply).