Apple Fence LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and will be waiting to see if the issue will be resolved Regards, [redacted] ***

Attached is a picture of what we went back to lesson the gap in the gate as much as we could to open and close properlyThere is a gap in all gates so they open and close properlyI spoke with [redacted] and explained all of this and her reply was, "I want you to come back out and enclose the gap more")I replied that we have already enclosed the gap as much as we could with out it not closing or hitting the latchWe have completed everything Apple Fence was contracted to do and beyond by coming back to enclose as much of the gap to properly open and close a standard gate

Mr***,Apple Fence is willing to replace the said such pickets in the photosWe had come out to do so but was told to exit the premisesWe will send out our repair team a 2nd time to replace such pickets in photos attached that you are unhappy withPlease contact our office and we can schedule a time to resolve this issue

Complaint: ***
I am rejecting this response because:
It is the same dialog that we have had beforeApple Fence is unwilling to correct the issueAt this point, I would just like to have this matter documented as an unresolved complaint
Regards,
*** ***

Like most fence companies in Texas, we do not warranty wood fences as the extreme elements can move and shift cedar easily.  This is clearly stated in all of our contracts.  A standard cedar gate built in the Austin area will often require minor adjustments in order to continue latching...

correctly.  With that said, we do want our customers to be satisfied with our workmanship and will often forego specific terms in order to ensure the client is pleased with their fence.  I will gladly send someone out to adjust Ms [redacted]'s gates.  We often work away from the office so catching us at a desk phone can on occasion be challenging.  I will personally ensure that we reach out to Ms [redacted] at the number we have listed for her and schedule the repair.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and will be waiting to see if the issue will be resolved.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I clearly remember speaking with [redacted] about sealant. Hestated that we should do that in the spring, which we plan on doing. It is nowFebruary, not yet spring, and the fence already shows signs of decay other thanwarping, cupping, shrinking, and hair line splits. The wood is softening and rotting in spots. This is why we contacted Apple -- to inspectthe fence’s damage and identify what is wrong.  Apple’s website states, “We select the best cedar pickets for our fences because itis essential when building a wood fence to use the best materials available. Ifyou purchase pickets from companies like Lowes or Home Depot, you can only getcedar pickets in a 5/8 inch thick board. Apple Fence only installs with 3/4inch western red cedar pickets whichmeans your fence will last longer and be more resistant to high winds. Thisis very important when you install a wood privacy fence for a few reasons; itprevents pickets from cupping and warping and the western red cedar #2grade is made from adenser cedar, will allows for longerpicket life when exposed to the elements.”Attached are photos of a few of the deteriorated pickets and rails.While Apple’s advertising implies that their materials will outlast thosebought at Lowe’s or Home Depot, this hasn’t been the case with our fence.Materials purchased at those establishments to repair our previous fence easilyoutperformed the fence wood from Apple. We appreciate Apple replacing certain pickets the other day,as stated in the initial letter. The reasons behind the rapid dilapidation ofthe wood, however, must be identified and fixed to properly solve this issue.Regarding the Apple employee on the “day of the reschedule and he didarrive late. After knocking on the door to no response our repair personnoticed some boards marked as the customer provided was wanting replaced.” We cancelled that appointment after said employee disappeared, Apple admitted to not knowinghis whereabouts, and the employee was nearly an hour late. The appointment was no longer “scheduled,” itwas cancelled. The employee subsequently was on our property at a time that wasneither convenient for nor approved by us. We repeatedly asked Apple to removetheir employee from the premises and to come back at a future rescheduled timeagreed upon by both parties. We were met with excuses such as “He’s notresponding to texts or calls,” argumentative responses, and an outburstdishonoring the one-year warranty.  Moreover, in our minds the cancelled appointment wasn’t to repair damaged pickets but to figureout why the wood is already deteriorating.As stated previously, we wish to work with Apple on a problem solving level. The issue isthat the wood in our fence already exhibits decay. This isn’t normal for afence that’s just a couple of months old. Furthermore, this certainly isn’twhat a customer would reasonably expect. We don’t question Apple’s integrity, and don't dispute they do "honest and fair work." But their responseunderscores the troubles we’ve faced. The materials aren’t living up toexpectations, and Apple’s customer service has been repeatedly difficult to thepoint that the situation unfortunately escalated to this claim. Our originalRevdex.com letter could have been answered with a simple, “We’re sorry you had a badexperience. Is there a good time we can come over to examine the fence anddecide what’s best to solve this issue?” Instead, our claim was met with adismissive and accusatory tone.  Again, wehope to resolve our fence’s issues with Apple in a non-adversarial manner. Weare hoping that working with the Revdex.com will produce a change to the customerservice climate we’re experiencing.    
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The only reason I am having problems with the gate was the post holding it up was improperly installed. The improperly installed post gate should be dragging on the ground creating a mark in the concrete paver and not closing all the way.
Regards,
[redacted]

Attached is a picture of what we went back to lesson the gap in the gate as much as we could to open and close properly. There is a gap in all gates so they open and close properly. I spoke with [redacted] and explained all of this and her reply was, "I want you to come back out and enclose the gap...

more"). I replied that we have already enclosed the gap as much as we could with out it not closing or hitting the latch. We have completed everything Apple Fence was contracted to do and beyond by coming back to enclose as much of the gap to properly open and close a standard gate.

Attached are photos of the fence Apple Fence installed. The customer requested in the signed contract 23/8 galvanized steel post, 2x4x8 treated rails and 1x6x6 western red cedar pickets 3/4" thick and #2 grade. That is what Apple Fence installed exactly. [redacted] the estimator even informed [redacted] the...

suggestion of staining and seal to preserve the cedar from the outdoor elements of need be in the future. The stain was not part of the contract. Flaws such as hair line splits, cupping, warping, shrinking or other changes that are characteristics of wood exposed to the outdoor elements are not guaranteed in our warranty. This is written in our contract however we are company of fair and honest work and we went to a scheduled repair to do so. It was a rainy day that day of the reschedule and he did arrive late. After knocking on the door to no response our repair person noticed some boards marked as the customer provided was wanting replaced. He started to replace them when we got the call from the customer wanting him to leave. We asked our repair person to vacate the property which he did. There are no signs rot or damaged to any of the fence that would change the structural integrity of the fence. All of our products are of proper quality as stated on the contract.

Diamond Remodeling,Apple Fence warranties all fences for 1 year on all workmanship. As shown in the attached document your fence was installed in November of 2013 not November of 2014. Your gate is no longer under our contracted warranty. The issue you are having with...

the gate occurred January 2015. We would be more than happy to come out and see what actions need to be done to take care of your gate issue. However it is out of its warranty and we are more than fair on price for any repairs that would need to take place. Please contact our office to schedule someone to come out to estimate. Please note the above complaint date is not accurate.Management