Acrodyne Mfg

Ms***, We understand your frustration in regards to the installation of the vinyl privacy fence When approached in January of about the damage to the double drive gate, we examined the gate and cane to the conclusion that some foreign object had to of hit during the heavy winds as that kind of damage occurs for no reason.With your frustration for the repair cost we submitted pictures to our supplier and they to confirmed that this was not a warranty claim Therefore with your permission, we proceeded to order a new gate and installed it upon arrival.As far as double drop rods, I have to look into this We order the gates as a kit, they come to us with the gates, two sets of hinges, one latch, and only one drop rod straight from the manufacturer If two drop rods are to be installed then I would think the kit would include a second drop rod Again, this is something I will have to inquire about.The most recent occurrence to the fence has just been brought to my attention We recently had a terrible storm, which was ruled straight line winds It was reported winds up to to MPH In your area, there are buildings with roofs off, semis turned over, and multiple damages to fence (not only fences that we installed) We are not liable for wind damage, hail, fire, trees, tornadoes, etc I am sorry that mother nature has chosen to rep havoc on your fence, however we can not be held responsible for the damages

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI am very thankful that they are going to replace the gate.Sincerely,
*** ***

I have reviewed Ms***'s response When the gate was hit in January, I did my due diligence and submitted pictures to our distributor They too agreed that something must of hit it and would not be covered under warranty As far as improper installation of the gate, it is recommended to install drop rods on both gate leafs not necessary WE have installed several gates with only one drop rod and have not had any issues I have offered to replace Ms***'s gate free of charge and have not heard back from her I feel this more than fair as like stated previously, it will not be covered under warranty from the manufacturer

We have spoken to Mr Ritchie several times times regarding this matter We have explained to him that our company policy is a one year warranty on all labor and material (the fence was installed on September 16, 2010) He was unsatisfied with that explanation so I agreed to
come on site and examine the posts myself Upon the inspection, our company determined that the deterioration is not a defect in the product installed, but a result of poor maintenance We documented the debris settling along the fence line which has contributed to the premature decay of the wood In addition, the downspouts leading from the roofline directs the water to the fence and the excessive moisture further causes the wood rot During the investigation we identified twenty (20) posts in need of replacing because of the poor drainage and collected debris We offered to go outside our warranty period and replace the twenty posts at no cost to the customer ** *** again was unsatisfied with this offer After returning to the site a second time and meeting with *** ***, I agreed to replace an additional five (5) posts for a total of twenty-five (25) posts at our cost Once again, this was unacceptable with him

Revdex.com:
 
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards, [redacted]

Ms. [redacted], We understand your frustration in regards to the installation of the vinyl privacy fence.  When approached in January of 2017 about the damage to the double drive gate, we examined the gate and cane to the conclusion that some foreign object had to of hit during the heavy winds...

as that kind of damage occurs for no reason.With your frustration for the repair cost we submitted pictures to our supplier and they to confirmed that this was not a warranty claim.  Therefore with your permission, we proceeded to order a new gate and installed it upon arrival.As far as double drop rods, I have to look into this.  We order the gates as a kit, they come to us with the gates, two sets of hinges, one latch, and only one drop rod straight from the manufacturer.  If two drop rods are to be installed then I would think the kit would include a second drop rod.  Again, this is something I will have to inquire about.The most recent occurrence to the fence has just been brought to my attention.  We recently had a terrible storm, which was ruled straight line winds.  It was reported winds up to 80 to 90 MPH.  In your area, there are buildings with roofs off, semis turned over, and multiple damages to fence (not only fences that we installed).  We are not liable for wind damage, hail, fire, trees, tornadoes, etc.  I am sorry that mother nature has chosen to rep havoc on your fence, however we can not be held responsible for the damages.

To whom it may concern:In response to complaint ID [redacted]. I understand [redacted] frustration.  I also do acknowledge that some and not
all the posts have some form of decay. With that being said, I don’t feel we
have wronged [redacted] in anyway.
 
I assured [redacted] that the material used
was pressure treated and explained to him that with moisture build up from the
downspouts, heavily wooded area, excessive leaves, and lack of sealing is most
likely the cause of the decay.   [redacted] will try to argue that the material used was not treated.  I assure you this is not the case.  As stated in [redacted]’s response; his neighbor’s
fence installed around the same time as his own has no issues.  This is because his neighbor has properly maintained
his fence and yard.  The decay is not a
result of improper material or installation.
 
I explained to [redacted] our warranty
policy.  We offer a 1 year warranty on
all labor and material.  He is asking for
a full refund when the fence is almost 5 years old.  I feel this is asking for too much and we
will not be able to  honor that request.    We value our customers, and this is why I
offered to go outside our 1 year warranty to replace the 20 posts that have
begun to decay and an additional 5 that [redacted] insisted upon.
 
In closing I would like to respond to [redacted] comment about threatening him. 
I give surety this is not the case. 
I am not sure if [redacted] is trying to get a reaction of some sorts
or what would lead him to claim such a ridiculous accusation.  Sincerely, Charlene GripshoverR & M Fence

To whom it may concern:
 
I have reviewed the response of [redacted] in
reference to complaint ID [redacted], and have given it great thought before
writing you today.
 
First, I would like to address [redacted]’s comments
regarding inferior material and installation of the fence.  Before the lumber leaves our suppliers yard
it is inspected for treatment by a third party then approved for sale.   I have no reservations that the
lumber used in [redacted] fence installation wasn’t treated.  We have been using the same suppliers for
many years.  I believe [redacted] stated
something to the effect in his previous response; he has inspected other fences
installed by R & M Fence throughout the neighborhood and finds them in good
condition.  This tells me R & M Fence
does use quality material and installation techniques.
 
[redacted] states that not only was the lumber untreated
but the installation was improper.  We
have been installing fences for more than 15 years and [redacted] fence was
not installed any differently than any of our other customers.   I can
provide the Revdex.com with lists of repeat clients who are more than satisfied with
their fences.   
 
Secondly,   [redacted] brings up being threatened again.  [redacted] was in no way threatened or
harmed.    I do not appreciate being “quoted” from
memory (witness or not).  When onsite
discussing the fence with [redacted], he did ask if [redacted] could visit the
site.  I told [redacted] something to
the effect that it would not be advisable for [redacted] to look at the fence as
he is upset about the situation.  Let me explain:  [redacted] had listened to a voice massage left
by [redacted] demanding   we return his call by a particular deadline.  He had a lot of aggression in his voice and a
hostile tone.  I also shared with [redacted] while helping another customer and unable to attend the phones [redacted]
called several times within minutes (I can provide the Revdex.com with the voice
recording and the phone records is you wish to review.  I have also have office staff that overheard
phone conversations with [redacted] and would be willing to speak with the Revdex.com
if requested).   I further discussed that
[redacted] is calling the representatives of R & M Fence liars and
scammers.   I’m sorry but anyone would take offense to
this behavior and accusations as they are not true.
Upon visiting with [redacted] that afternoon to review his fence he began to
raise his voice at me and become rather edgy. 
Knowing I am more than capable of handling this complaint and having the
authority to do so,  when [redacted] asked for [redacted], I simply said that
it would not be advisable for [redacted] to look at the fence as he is upset about
the situation.  My intent was to prevent the
unnecessary exchange of words if [redacted] had visited the site.  Again, there was no threat intended.
 
Lastly, I would like to resolve this matter where both
parties are mutually satisfied.  With
that being said, I hope [redacted] takes into consideration what I am about to
say before responding. 
 
I want you to look at this in a different scenario:  If your heating/air failed after 5 years and
it only came with a 1 year warranty, would you say the unit was faulty and
demand an entire replacement at no cost to you? 
If your transmission went out in your vehicle after 15, 000 miles and its
warranty is only 10,000 miles would you say it wasn’t properly built/installed
and demand a full replacement at no cost to you?
 
We offer a one year warranty on our material and
installation.  I assure you the material
was properly treated and installed.  I
don’t feel we are responsible to provide you with a full refund or a completely
new fence. The fence is nearly 5 years old; the neglect of maintaining the fence
and the extreme environmental conditions of the past few years has played a
significant role in the deterioration of the post.  For these reasons we cannot be held liable for
your demands.   I do understand your aggravation with the
situation and this is why I originally offered to replace 25 posts at no cost
to you.  I am now withdrawing that offer
as I fear you will not be satisfied with our work.  Still valuing our customers, I will offer to
refund you $1,000.00.  I feel this is
more than fair considering the age of the fence (research shows average age of
Board Fence in this area lasts 8-10 years) and that we don’t have to offer
anything.
 
This is my last and final offer.  [redacted], I highly recommend you fully
consider this offer.
 
Regards,
 
[redacted]
R & M Fence