My name is *** *** I am the owner of All America n Fence Co., IncThis customer contacted me by voicemail on July 23rd His message stated that the corner of his fence was not straight I was in Virginia for a 4-day family vacation at the time However, I did call the
customer back the same day and told him that we would come out andrepack the post, assuming he meant the post was not straightWhen we spoke, he said the post being straight was not the problem but ra ther the fence was not straightI was still confused by what he meant, so he said he would text me picturesWhen I looked at the pictures and his corresponding comments, I realized he wanted his fence to match up with his neighbor's newly installed fence, What he meant when he said the fence was not straight was that he and his neighbor's fence were not aligned.I reminded the customer on the phone and by text that he and I went over the plot plan together and measured the fence line out together before I installed the fence(This is something I do with every customer before I install their fence)As stated in our contract (attached), our company is not responsible for property linesIn addition, I always stress to customers that a survey is the only accurate measure of property lines If customers do not want to get a survey, then we defer location of the fence to the customer and place I t where they tell us to install itThis customer opted not to have a survey done.l communicated to the customer that we would come out and move the fence to line up with the neighbor's fence but that I couldn't do it free of charge The customer insisted that it was our "mistake" and further insisted that he wouldn't pay for it I texted him back stating that we put the fence where he asked us to install it based on the measurements he provided us wi th I reminded him that I had told him a survey was the only way to accurately determine the property boundaries, and he chose not to have a survey done He sent a couple more texts stating that I should correct the problem for free He further stated that our company had a good reputation but this was poor workmanship, and that I should come fix my mistakes, because it was the right thing to do He also said in this text (in response to my statement tha the had determined the fence placement) that he couldn't possibly have known that the corner was not level He then left a very angry voicemail in which he used several obscenities and threatened me stating that if I didn't call him back and come fix his fence, he was going to change the good review he gave me on Angie's List (attached) and that he would be calling the Revdex.com He sent the same threat in a text minus the obscenitiesAfter hearing his voicemail and reading his text, I refused to further engage the customer in this type of conversation, especially while on vacation with my family.I have all the email correspondence that was made with this customer prior to installation along with the measurements he sent me for fence installation/ placementAfter we installed the fence, the customer was completely satisfied wi th the location and look of the fenceIt wasn't until his neighbor had a fence installed that he accused our company of installing the fence incorrectly.The customer only sent photos of the hack line, which might make it appear that the line is not straight, since it doesn't match the customer's fence Keep in mind the difference between the fence line being straight and the angle of the corners The placement of the back corners were determined by measuring from the back corners of the house (footage determined by the plot plan and customer) These two corners were marked, and a string line was placed to ensure the posts were installed straight along the string line The back fence line is a straight line, but the corners of this fence (along with many other customer corners) are not degree angles In this case, because the customer's fence was installed first, the degree of the angle does affect how it matches with the customer's recently installed fence.If our company was at fault in this case, I would absolutely fix the fence free of charge Our company does have a great reputation, and one reason for this is that we do take customer satisfaction seriouslyAs you will notice in the customer's original review, the customer stated that after we installed the fence, he had an issue with the gateI came the next day to fix it, because the customer was not completely satisfied with it In this case, however, I truly believe we are not at fault If the customer is willing to pay I would need to go out and move the fence With that said, after the type of language and threats the customer used with me, I would prefer the customer pay another company to move the fence where he wants it.If you have any further questions, please feel free to contact me at *** ** ** *** ***
My name is *** *** I am the owner of All America n Fence Co., IncThis customer contacted me by voicemail on July 23rd His message stated that the corner of his fence was not straight I was in Virginia for a 4-day family vacation at the time However, I did call the
customer back the same day and told him that we would come out andrepack the post, assuming he meant the post was not straightWhen we spoke, he said the post being straight was not the problem but ra ther the fence was not straightI was still confused by what he meant, so he said he would text me picturesWhen I looked at the pictures and his corresponding comments, I realized he wanted his fence to match up with his neighbor's newly installed fence, What he meant when he said the fence was not straight was that he and his neighbor's fence were not aligned.I reminded the customer on the phone and by text that he and I went over the plot plan together and measured the fence line out together before I installed the fence(This is something I do with every customer before I install their fence)As stated in our contract (attached), our company is not responsible for property linesIn addition, I always stress to customers that a survey is the only accurate measure of property lines If customers do not want to get a survey, then we defer location of the fence to the customer and place I t where they tell us to install itThis customer opted not to have a survey done.l communicated to the customer that we would come out and move the fence to line up with the neighbor's fence but that I couldn't do it free of charge The customer insisted that it was our "mistake" and further insisted that he wouldn't pay for it I texted him back stating that we put the fence where he asked us to install it based on the measurements he provided us wi th I reminded him that I had told him a survey was the only way to accurately determine the property boundaries, and he chose not to have a survey done He sent a couple more texts stating that I should correct the problem for free He further stated that our company had a good reputation but this was poor workmanship, and that I should come fix my mistakes, because it was the right thing to do He also said in this text (in response to my statement tha the had determined the fence placement) that he couldn't possibly have known that the corner was not level He then left a very angry voicemail in which he used several obscenities and threatened me stating that if I didn't call him back and come fix his fence, he was going to change the good review he gave me on Angie's List (attached) and that he would be calling the Revdex.com He sent the same threat in a text minus the obscenitiesAfter hearing his voicemail and reading his text, I refused to further engage the customer in this type of conversation, especially while on vacation with my family.I have all the email correspondence that was made with this customer prior to installation along with the measurements he sent me for fence installation/ placementAfter we installed the fence, the customer was completely satisfied wi th the location and look of the fenceIt wasn't until his neighbor had a fence installed that he accused our company of installing the fence incorrectly.The customer only sent photos of the hack line, which might make it appear that the line is not straight, since it doesn't match the customer's fence Keep in mind the difference between the fence line being straight and the angle of the corners The placement of the back corners were determined by measuring from the back corners of the house (footage determined by the plot plan and customer) These two corners were marked, and a string line was placed to ensure the posts were installed straight along the string line The back fence line is a straight line, but the corners of this fence (along with many other customer corners) are not degree angles In this case, because the customer's fence was installed first, the degree of the angle does affect how it matches with the customer's recently installed fence.If our company was at fault in this case, I would absolutely fix the fence free of charge Our company does have a great reputation, and one reason for this is that we do take customer satisfaction seriouslyAs you will notice in the customer's original review, the customer stated that after we installed the fence, he had an issue with the gateI came the next day to fix it, because the customer was not completely satisfied with it In this case, however, I truly believe we are not at fault If the customer is willing to pay I would need to go out and move the fence With that said, after the type of language and threats the customer used with me, I would prefer the customer pay another company to move the fence where he wants it.If you have any further questions, please feel free to contact me at *** ** ** *** ***