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Initial Business Response / [redacted] (1000, 5, 2014/06/30) */ Contact Name and Title: [redacted] President Contact Phone: XXXXXXXXXX Contact Email: [redacted] @tru-link.com For the purposes of accuracy....the contract Ms [redacted] has is with Home DepotTru-Link Fence is the providing installation comapny for this particular Home Depot storeTo address Ms Kellys concerns 1- she purchased an econmy grade souther yellow pine treated fence...in which one or two pickets had knots that fell out when the material dried...these were replaced on the day Ms [redacted] claims we broke in and damaged the gate - the gate was not damaged...since the time we installed and the time we returned a 2xrail had warped causing a disformed gate....she also claimed her latch was broken in the process....which it was not...the thumb latch has a specific position that the lever needs to be locked into...which Ms [redacted] has been shown subsequnetly 3Mess - we did send the crew out to clean up whatever mess was left lawn ornament....home Depot...I was informed , compensated Ms [redacted] with a gift card Prior to Ms [redacted] s writing this complaint....we came back for a third time (- install - complete minor repairs - this past friday where we showed her how to use the thumb latch and reapired the gate NONE of this could have been done without communicating with Ms ***....I personally have been handling Ms Kellys issues and I am the one personally calling her...in which she has constantly claimed no one calls her....in which my response would be that I would gladly collect my cell and office records to prove their were communication from my office to ms *** I spoke to Ms [redacted] personally friday to review what was done and what was outstandingI told Ms [redacted] that someone from HD management would come out and assess the damages ms [redacted] was claiming.....all this was communicated direct with her Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I highly disagree with the company's responseReason being, it's filled with fabricated liesFor example, Mr [redacted] stated that I claimed they broke into my propertyI don't claim anythingTheir worker DID break into my backyard and damaged my concrete (I have pictures to prove it)Also, Mr [redacted] stated that he has constantly communicated with me, when that too is uncorrectI have a saved voice mail from him stating that he apolized for not returning my call for the last two daysLastly, I admitt left a voice mail with Mr***, informing him that I did not want his company to touch/repair the damage concrete caused by his workerHowever, I stated that I wanted his company to file a claim so that I can have another company do the repair instead since I have had such a bad experience with Tru-fenceMr***, tried to insinuate that I told him that I was going to file a claim with Home depot for the damageI said NO SUCH THINGHe is simply trying to pass [redacted] burden onto Home DepotFrom the past conversations and communications that I have had with Mr***, he can not be trustedConsequently, I will NEVER do business with Home Depot for referring me to such an unprofessional, unethical and unreliable organization as Tru-linkRespectfully, [redacted] Final Business Response / [redacted] (4000, 9, 2014/07/08) */ there is no reason for me to engage in a he said she said....I offered proof of my calls to Ms [redacted] that is all....Ms Kellys property is going to be inspected by a Home Depot manager regarding her concrete issuesomeone should be contacting her to have this doneThis is the first step in a resolution....Ms [redacted] was told this on friday June 27th when I spoke to her....during this same conversation I confirmed with her that all items were addressed with exception of the concrete issue...which again...Ms [redacted] was told that a supervisor(s) would be taking a look at it

Initial Business Response / [redacted] (1000, 5, 2014/06/09) */ Contact Name and Title: [redacted] Contact Phone: President Contact Email: [redacted] @tru-link.com Unfortunately The manufacturers warranty nor Tru-Link fences does not cover acts of natureThe gates were installed with the hardware supplied by the manufacturer which is the same hardware supplied by many manufacturers.....equaling thousands of the same hardware being used on gates similiar to Mr [redacted] Theb project was done on or about October 24th Mr [redacted] stated 8-weeks later a gust of wind blew the gates off...which would put that around dec 24th-jan 7th....which is on a time frame where I recollect snow and ice already occuring this winterThe gates have a drop rod which recess into a hole in the goround or pavement...when...not a matter of if but when....the hole fills with water and freezes the receiving depth is reduced which is likely why the drop rod did not secure all the way downGenerally we can only hypothesize on what caused the gate to not latch properly but one thing that is identifyable is damage not caused by manufacturers defects nor poor installationI would have to think that at some time between the late october install date and the 8-weeks later...their was a decent wind gust that DID NOT take the gates off the hingesMr [redacted] complaint suggests poor installtion and lackluster hardware that would not hold up to a light gust of wind....which suggest that ,between the time of installtion and the 8-weeks later,....there were no similiar strength (or stronger ) wind gusts then the one the consumer claims blew his gates offThat would be the only logical conclusion based on Mr [redacted] claimsOtherwise how can he explain the gates handling any small wind gusts between the time of installation and the time of the act of nature occurance? In any case, I do not believe this is a case of poor installtion as suggested but a case of the gates not being properly secured and the act of nature unfortunately taking advantage of that factIf Mr [redacted] would like, I can have the manufacturer come out and make an assesment since the damage is materials and the gates as well as hardware supplied is from the manufacturer Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, the gist of my complaint revolves around the poor/lack of customer service I received from Tru-Link Fence during my entire experience with the company which was not addressed at all in their response! Not only was I referred to as "Mr [redacted] " which is incorrect because I'm a female, but there wasn't even an apology to me in their response for the horrible way I've been treated (which continues by the way because I have not heard from anyone at the company)I understand that my gate snapped and broke due to an act of nature and I've never contested that therefore, Tru-Link's response was somewhat pointlessI do feel as though the broken gate may have been prevented if the pole holes were drilled deeper but there's no way to be sureAll I know is that I paid too much money for my fence to be ignored and lied to repeatedly by my salesperson [redacted] and not only were my issues and concerns not addressed in a timely manner but they were not addressed at all! [redacted] made a comment to me one day about how his customers on the North side always ask him "how soon" and his customers on the South side only want to know "how much." I found the comment offensive and I now realize that ***'s comment was indicative of the difference this company makes with it's customers depending on what side of town they live onMy complaint is not about manufacturer parts or acts of nature because I was willing to pay for the repair if only I would have received serviceAt this point, my complaint is all about the horrific way I was treated/ignored after Tru-Link got over $7,of my money and about all the lies and promises that were made to me by my salesperson, [redacted] I question ***'s competency and product knowledge because he didn't do a good job of explaining certain things or answering my questions and perhaps we wouldn't be at this point right now if he had! I feel as though Tru-Link should make a good faith gesture to repair my gate at no cost if for no other reason than for the awful way I was treated AND provide their salespersons with customer service/sensitivity training so that when a customer has concerns and/or issues with their products they can be addressed in a timely, efficient and courteous mannerOf course I am reluctant to give Tru-Link Fence anymore of my hard earned money because of the poor service they provide and if they are unwilling to repair my gate at no cost (all I need are replacement post that the gate inserts into-very minor) I will do my very best to prevent any prospective customers who are considering using Tru-Link Fence from experiencing the same heartache and disappointment I experienced by going online and telling my story to anyone who will listen by writing as many negative reviews about this company as possible!! No one should have to experience what I'm going through if they are investing that kind of money into their dream home Final Business Response / [redacted] (4000, 11, 2014/06/30) */ I apologize for my late responseMs [redacted] can you please send pictures of the wind damaged gate? You continually refer to poor customer service but seemingly it revolves around the fact that you are not getting service because their is no basis for a warranty claim...your own admission that it was an act of nature...and therefore we are not bowing to your DEMAND to fix the gate at no cost...therefore we are providing bad customer serviceIn any case...a picture would greatly help...please email to [redacted] @tru-link.com Final Consumer Response / [redacted] (4200, 13, 2014/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Apparently, Tru-Link Fence still doesn't get it! Yes, I repeatedly complained about poor customer service and the insensitivity of their salesperson [redacted] but it wasn't to have the company "bow" to fix my gate at no cost; it was to emphasize the importance of treating customers as they would like to be treated as a consumerThe Manager, [redacted] ***, has yet to address the REAL issue surrounding this entire complaint and chooses to hide behind the whole "warranty thing" as a way to justify why a good paying, reasonable, patient customer such as myself, was treated so badly! As I previously mentioned, it's not that I wasn't willing to pay for the repair initially, ( [redacted] told me he didn't think the damage would be covered by warranty) however, it was that [redacted] never initiated the repair, failed to return my calls, made promises, lied to me more than once and totally ignored me for several weeks!! I actually became concerned about ***'s well being because I found it hard to believe he would intentionally treat a customer so badly: I suspected maybe something had happened to himThis treatment from my salesperson, [redacted] (and Tru-Link Fence as a whole), caused me much emotional distress, pain and suffering! I am hurt; I am angry; I am frustrated; my dog is frustrated because he hasn't been able to be released in the yard all season long....Why would I give Tru-Link Fence another dollar of my money after being treated this way? If I have to pay for my gate to be repaired, I would rather pay the money to a better company - one that recognizes that good, prompt, efficient and honest customer service is at least 80% of the business! What I will do is my best to spread the word about how Tru-Link Fence treats its customers after they make a small fortune off of them! I will also make an effort to ensure this doesn't happen to prospective Tru-Link Fence customers by writing several reviews on line and telling my story to anyone who will read it

Please take a couple pictures and send to my email j***@tru-link.com. I will provide to our services division who can evaluate and resolve. I am very sorry for the lack of attention and follow up pertaining to the issue with the fence Best Regards John [redacted] PPresident

Please take a couple pictures and send to my email j***@tru-link.com. I will provide to our services division who can evaluate and resolve. I am very sorry for the lack of attention and follow up pertaining to the issue with the fence Best RegardsJohn ***PPresident

Initial Business Response / [redacted] (1000, 5, 2014/04/14) */ Contact Name and Title: [redacted] President Contact Phone: XXXXXXXXXX Contact Email: [redacted] @tru-link.com Mr [redacted] , I sincerely apologize for any mistreatment your wife incurred over the telephoneI certainly would like to discuss with whomever that was your wife spoke to if you could inform me Yes you are correct that Ozark Timber , the Copperwood manufacturer, offers a year warranty against rot and insect infestationFor complete transperency the warranty copy is attached for you, and the Revdex.com, to review and compare against your warranty concerns as I do not believe that the damage you are describing would be under the warranty as statedwhat you describe, and what many of fence customers experienced this winter, sounds like the gate was slammed likely caused by windYour description of a bent latch would only generally occur from wind or vandalism Tru-Link offers a year material and labor warrantyThe Ozark Timber warranty covers materials only as descibed in the attached warrantyOur invoice date is 6/27/Your labor warrnty expired on 6/27/2009...almost years agoThis should be described in the terms and conditions of your contractIf you have any photos please send to me at [redacted] @tru-link.com and I can take a look and see if they fall under the year manufacturers warrnty from Ozark Timber

Initial Business Response / [redacted] (1000, 7, 2014/06/17) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX At this time all I would ask is for Ms [redacted] to include pictures to sustain her claimI will have to check into what was purchased as our western red cedar has a very low tendency of warping and should not have any knot holes....so if she purchased one of our Quality Western Red Cedar fences I would certainly understand her issues and would resolve them However, if the much more economical Stockade fence was purchased there is a higher tendency of warping and since this is not appearance grade...but more suited to meet economics, the knots will be larger and the aestethics is at a different level with wane being accepted to the grade soldPost cracking is commonly called checking in the fence industryIt is caused by the outside of the wood drying faster then the insideThese checks do not effect the integrity of the posts but more of a visiual issueAll fence companies will explain this to you and I have additional information I can supply regarding that Lastly, was the fence stained or treated by the homeowner? some products have been known to cause a quick drying effect that causes alot of warping and checking and cracking of western red cedar and other wood species Ms [redacted] should understand that we install 10s of thousands of linear feet of these style fences a year and have very minimal problems as described by her so I am looking to see why that isAnd of course pictures to support this would be great thank you Initial Consumer Rebuttal / [redacted] (3000, 9, 2014/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am sure that Tru-Link has a record of what I purchased and is fully aware that it was a stockade fenceI don't see the need for [redacted] to go on about Quality Western Red Cedar fences since the explanation of quality was never a concern of his company in the first placeIf it was, all of this should have been explained when I sat with the salesman to purchase a new fence I have a large portion of the old stockade fence on one side of my yard that is at least fifteen years old (never stained) still standing, and it is not warpedIn fact, Tru-Link installed itI have never seen a brand new fence begin to fall apart within six months, even stockadeThe fence was installed in in November, and it was going to be stained after winter, but that should not matterThe fact is that I have a brand new fence with a warranty (stained or not stained) that is beginning to fall apart due to the poor quality of the material that Tru-Link used I would like for True-Link to use pictures of my fence when they advertise their workPerhaps their future customers need to be aware that if they are worried about cost, Tru-Link will take their money, and later explain that their fence would not have fallen apart if they were more economically suited for a Quality Western Red Cedar fenceThat sounds like discrimination to me Yes, I thought of cost when I purchased the fenceThat's what a widow who raised three children on her own does, and I would never have foolishly thrown almost $3,away if Tru-Link had been honest about the quality of the material they were going to useTru-Link would rather make a sale than to be honest I am not concerned with the 10s of thousand of linear feet that Tru-Link installsI am only concerned with the work that was done on my property Can I ask why [redacted] had his company install one square post on my property when he specifically asked me via phone the shape of my posts, and I responded round? Can I ask why Tru-Link has the poorest customer service that I have ever experienced like telling me to get a screw driver and fix the gate handle myself, or why [redacted] can't take the time to correctly spell my name? Perhaps it it's because I am not economically suited to purchase a Quality Western Red Cedar! I expected a response like this, and yes I will be happy to provide pictures so that [redacted] can use them when advertising his company's quality work I have more pictures of several areas of the fence, but it only allowed me to attach oneHowever, I have already sent multiple pictures to Lisa Madigan's office Final Business Response / [redacted] (4000, 11, 2014/06/30) */ I am uncertain why Ms [redacted] read my response and took offense to it as it basically broke down to a request for pictures to substantiate her claim so that I may properly respond and or aid in auditting what materials may be needed to take care of the issues Let me be brief as there are several items being confused hereMy INITIAL conversations with Ms [redacted] was on or around 11/15/2013...that conversation had nothing to do with the new fence we installed...no complaints on the new fence at that timeMs [redacted] called because she believed the sales rep missed replacing a damaged post on a line of existing fence...not the new fence...I wrote up the work order while conversing with Ms [redacted] on where and what was needed...since our contract did not have repairs for the existing fence indicated...I was unaware of what type of post she had on her existing fence...since all our contract showed was for an installation of a new fence...I have a copy of the work order...I wrote down 4xas Ms [redacted] says, admittingly, but I wrote this work order while discussing the issue with her....please keep in mind this post was not part of the contract and Ms [redacted] never said anything about the new fence that was installedsubsequently we installed a new post on 11/27/13...at no charge...this must be the beginning of the terrible customer service...or maybe it started when I..peronally....applied for and pulled Ms [redacted] permit even though her contract clearly states for owner to obtain there own....another level of bad customer service I guess In conclusion Ms [redacted] somehow took my previous response that we were not going to do anythingPlease indicate where I made that statement or even an insinuation I am unaware of potential customers or current customers financial status, marital status or ethinic status and respectfully have to ignore Ms [redacted] uncalled for comment that I base any customer service items on race, gender financial staus etc as its an ubsurd ignorant insinuation Ms [redacted] ....my email is [redacted] @tru-link.com if you could kindly forward those pictures to me I will address the issues....status quo of my last response Final Consumer Response / [redacted] (4200, 13, 2014/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't know what contract Mr[redacted] is reviewing because I purchased a brand new fence and repairs to another fence on the other side of my yardThe contract clearly states that I purchased a total of lin/ft, ft for the new fence and ft to repair the other fencePerhaps he needs to review the contract agianMy contract even includes a drawing of what I purchased Mr [redacted] states that he wrote up my order for the post while we were on the phoneThis only goes to prove his poor customer service because he asked if the post should be round or squareMr [redacted] and I view good customer service very differently As far as the permit, yes his company did get the permit through the computer, but I purchased itHis salesman stated that Tru-Link gets the permit for their customersHe is right that the contract states that the customer get the permit, but the contract also reads that the customer has a one year warranty I am not interested in going back and forth with Mr [redacted] because he does not know how to tell the truth and he is only wasting timeBy now he should have offered to replace the fence or offer me some type of settlementI am emailing him pictures of the fence today, and again I do not want Mr [redacted] to waste anymore timeHe should do the right thing and prove to me that he is an honest business manI would consider that to be good customer service

Initial Business Response / [redacted] (1000, 5, 2014/08/11) */ Contact Name and Title: [redacted] Contact Phone: XXXXXXXXXX I have a work order that shows the work was performed, as stated, on 8/7/Ms [redacted] will receive a check direct from Tru-Link Fence within working days