Barrette Outdoor Living

We have reviewed this again, as well as spoken with our installer The year labor warranty has expired We have sent a rep out to do another quote and at this time Ms [redacted] is awaiting the quote for the repairs We do not feel we are obligated to do anything further on this complaint Sincerely, [redacted] VP Customer Operations

Good Morning -- We did receive a call from a [redacted] at [redacted] last week advising us that he had gone out and inspected this gate himself He indicated that it is clear that this is wind damage and is not covered under warranty He also advised us that [redacted] Customer Care would be sending a formal letter of denial to Ms [redacted] I understand that this is a frustrating situation for Ms [redacted] but both Barrette Outdoor Living and [redacted] have determined that this is outside our warranty Sincerely, [redacted] VP, Customer OperationsBarrette Outdoor Living

Below is a recap of how we have dealt with this issue: [redacted] , The customer contacted [redacted] first on 4/regarding a fence that was installed in by [redacted] *** The attached pictures were sent to me by [redacted] to evaluate It was their opinion that this damage was caused by windI advised the installer that they should quote the customer for the repairs but that if Ms [redacted] had any questions regarding this claim they can have her call me, which she did on 5/ I had [redacted] take a look at the pictures as well just to confirm this conclusion and she agreed that this gate was damaged by wind Ms [redacted] and I discussed this damage and she did indeed confirm that this damage was due to wind as was the previous damageShe said when the installers came out the last time they installed a drop rod so that there were drop rods on both sides of this gate to offer more security She insisted that this was unfair but I reiterated that unfortunately wind damage is neither defect in material nor installation but offered a quote for the repairs Considering the severe winter in the region I concluded this was weather related and believe the pictures support this decision on my part She went on to discuss the fact that they do not find it necessary to have a double drive gate in this location so I suggested that since there seems to be a reoccurring issue with the wind damaging this gate that she may want to consider a panel with a smaller walk gate as this may be more secureWe also discussed the use of the drop rods and making certain that the gate is closed and secured properly, she claimed it was closed and both drop rods were in place She was still not happy with my evaluation but we ended our conversation She opened a ticket with [redacted] Customer Care on 5/and I advised customer care that I have already spoken to the customer and she is aware of the warranty limitations but we are having the installers quote her for the repairs to the gate On 5/the customer called me asking for me to send her an e-mail confirming denial of this claim which I did (see attached) She contacted customer care stating she wanted the quote but with a different company so I advised [redacted] to send out someone new within their organization to quote and repair this gate (as long as they were badged with **)

Consumer sent the following response:In response to Barrette Outdoor Living message I would like to add that I disagree with their decisionThey are cowardly defending their mistake I paid them $and now they are charging me an additional $to fix their errorI would not recommend doing business with them *** *** hasn't been helpful eitherBoth Barrette Outdoor Living and *** *** are pointing fingers at each other and making me pay for it. An extremely disappointed with Barrette Pitdoir Living and hope that anyone reading this thinks twice before doing business with them.Sincerely, * ***

Consumer sent the following response:Good afternoon,The response from Barrette Outdoor Living is not completely correct.I didn’t confirm the wind made the damage, I assumed it did I also informed Ms*** that the Installer ***, may have installed the locks incorrectly since he came to my home three times. Ms*** did not know *** had come to my house to repair the fence but stated that if he did come, it was out of “courtesy” She had no record of him coming to my home to fix the locksI want to be clear that I paid $for this fenceI didn’t get it for free*** didn’t come to my house out of “courtesy” he knew he made a mistake and that’s why he never reported it to Barrette. My concern with working with the same company was that they would do a patch up job like *** did and the damage would occur again My initial response to Ms***’s recommendation of having one of her employees come to my house was this must be a scam, because what was the point of them doing exactly what *** did? It would be a recurring issue and that didn’t make sense to me. She mentioned severe winter in my region We experienced a cold winter but not severeI’m in New Jersey not AlaskaFurthermore, when we bought the fence the installer *** came and suggested that we get the specific fenceHe assured me I had “nothing to worry about” because I recall asking him about the heavy doors being installed The fence doors are installed in my driveway on a slant and has a wide opening.At this point, the fence has to be fixed because I have no other choiceIf I have lost privacy because the fence doors will not lock I am extremely disappointed with Barrette Outdoor Living I really hoped that *** would admit his mistake and take some responsibility Barrette Outdoor Living is acting irresponsibly by ignoring his mistake and placing the fault on me I am now burdened to pay for a repair which should have been covered due to ***’s lack of installation knowledge. If no solution comes out of this, I hope that any future customer reads this complaint and think twice before hiring Barrette Outdoor Living In addition, I sincerely hope that *** *** takes a closer look at who they contract When I bought the fence, all they kept saying was “lifetime guarantee”, “don’t’ worry” etc I should have known better. I am now out $and have to pay additional to have someone else fix Barrette Outdoor Living’s mistake.*** ***

Below is a recap of how we have dealt with this issue:  [redacted],
The customer contacted [redacted]
first on 4/28 regarding a fence that was installed in 2013 by [redacted].
The attached pictures were sent
to me by [redacted] to evaluate.
It was their opinion that this
damage was caused by...

wind. I advised the installer that they should quote the
customer for the repairs but that if Ms. [redacted] had any questions regarding
this claim they can have her call me, which she did on 5/4.
I had [redacted] take a look at the
pictures as well just to confirm this conclusion and she agreed that this gate
was damaged by wind.
 Ms. [redacted] and I  discussed
this damage and she did indeed confirm that this damage was due to wind as was
the previous damage. She said when the installers came out the last time they
installed a drop rod so that there were drop rods on both sides of this gate to
offer more security.
She insisted that this was
unfair but I reiterated that unfortunately wind damage is neither defect in
material nor installation but offered a quote for the repairs.
Considering the severe winter in
the region I concluded this was weather related and believe the pictures
support this decision on my part.
She went on to discuss the fact
that they do not find it necessary to have a double drive gate in this location
so I suggested that since there seems to be a reoccurring issue with the wind
damaging this gate that she may want to consider a panel with a smaller walk
gate as this may be more secure. We also discussed the use of the drop rods and
making certain that the gate is closed and secured properly, she claimed it was
closed and both drop rods were in place.
She was still not happy with my
evaluation but we ended our conversation.
She opened a ticket with [redacted] Customer Care on 5/5 and I advised customer care that I have already
spoken to the customer and she is aware of the warranty limitations but we are
having the installers quote her for the repairs to the gate.
On 5/8 the customer called me
asking for me to send her an e-mail confirming denial of this claim which I did
(see attached).
She contacted customer care
stating she wanted the quote but with a different company so I advised [redacted]
to send out someone new within their organization to quote and repair this gate
(as long as they were badged with **).

Good Morning --  We did receive a call from a [redacted] at [redacted] last week advising us that he had gone out and inspected this gate himself.  He indicated that it is clear that this is wind damage and is not covered under warranty.  He also advised us that [redacted] Customer Care would be sending a formal letter of denial to Ms. [redacted] I understand that this is a frustrating situation for Ms. [redacted] but both Barrette Outdoor Living and [redacted] have determined that this is outside our warranty.  Sincerely,   [redacted] VP, Customer OperationsBarrette Outdoor Living

We apologize for the mis-shipment on this order.  The order was received on 5-27-15 and we delivered product to the store on 6-5.  14 of the 20 panels ordered were shipped incorrectly (The wrong model was shipped).   This was not discovered until the time of...

installation.  The store contacted us today on this matter and we are expediting product to be shipped on Monday, July 20th.  Again, we apologize for the error on our part and we are shipping corrected material on Monday. Sincerely, [redacted]VP Customer Operations & Logistics

We have reviewed this again, as well as spoken with our installer.  The 1 year labor warranty has expired.  We have sent a rep out to do another quote and at this time Ms. [redacted] is awaiting the quote for the repairs.  We do not feel we are obligated to do anything further on this complaint.   Sincerely,   [redacted]
VP Customer Operations