Affordable Fencing of St Louis

Initial Business Response /* (1000, 5, 2016/01/10) */
Sadly, we live in an age where covenants, agreements and contracts have little value When we sign our name to a contract we are giving our word to live by all the stipulations in that document...even to our own hurtThis customer, who by the
way is a nice person, signed her name and agreed to be bound by all the words in our contract #in the terms & conditions states the following:
11.If contractor encounters hard ground, rock, concrete, roots (or any condition that is undigable with shovel or one man power auger) below soil line and is forced to either rent special equipment or expend extra labor hours in order to dig the post holes, homeowner will be charged $per labor hour plus rental fees
This customer had a row of tress that needed to be removed before we installed her fence She did so and even ground the stumps, however, where the posts were set there were still large roots that had to be cut out by my installers in order to install her postsThere were also other holes that had concrete We had to rent a jackhammer to remove the concrete in order to install the posts As a courtesy I called, texted and emailed to inform her of the dilemma that we had encountered on her propertyWhen the project was completed I emailed her the closing statement with all the extra labor costs (and rental fees) to remove the roots and concrete She paid the final bill with no complaintsHer fence is beautiful, installed by professionals It's now almost months since the project was completed and she apparently has buyer's remorse As a business owner I make no money on these extra costs I have no desire to profit on my customer's bad luckI have rental fees and labor costs that have to be reimbursed It grieves my heart to see her request a refund after she has a beautiful fence and willingly paid the final bill, acknowledging her duty in what she agreed to in our covenant and contractual agreement We are an honest and reputable company We always do what we agree to and always come back if there's an issueI pray this customer will simply reread her contract and put this issue to rest

Final Consumer Response /* (2000, 13, 2015/09/23) */

Initial Business Response /* (1000, 5, 2016/01/10) */
Sadly, we live in an age where covenants, agreements and contracts have little value. When we sign our name to a contract we are giving our word to live by all the stipulations in that document...even to our own hurt. This customer, who by the...

way is a nice person, signed her name and agreed to be bound by all the words in our contract. #11 in the terms & conditions states the following:
11.If contractor encounters hard ground, rock, concrete, roots (or any condition that is undigable with shovel or one man power auger) below soil line and is forced to either rent special equipment or expend extra labor hours in order to dig the post holes, homeowner will be charged $45 per labor hour plus rental fees.
This customer had a row of tress that needed to be removed before we installed her fence. She did so and even ground the stumps, however, where the posts were set there were still large roots that had to be cut out by my installers in order to install her posts. There were also 6 other holes that had concrete. We had to rent a jackhammer to remove the concrete in order to install the posts. As a courtesy I called, texted and emailed to inform her of the dilemma that we had encountered on her property. When the project was completed I emailed her the closing statement with all the extra labor costs (and rental fees) to remove the roots and concrete. She paid the final bill with no complaints. Her fence is beautiful, installed by professionals. It's now almost 2 months since the project was completed and she apparently has buyer's remorse. As a business owner I make no money on these extra costs. I have no desire to profit on my customer's bad luck. I have rental fees and labor costs that have to be reimbursed. It grieves my heart to see her request a refund after she has a beautiful fence and willingly paid the final bill, acknowledging her duty in what she agreed to in our covenant and contractual agreement. We are an honest and reputable company. We always do what we agree to and always come back if there's an issue. I pray this customer will simply reread her contract and put this issue to rest.