Benchmark Builders Company

From: heather neofence.com Date: Tue, Jul 19, at 10:AMSubject: Re: Rebuttal requires your immediate attention please ID [redacted] To: [redacted] Land < [redacted] @cleveland.Revdex.com.org> ***-I can see if we can give her the missing caps, and try to better secure them so we will not have this problem in the future We do our very best to please our customers and we are more then willing to make sure she has caps and they can be secured Please have Ms [redacted] contact me via email or phone and I will write up a service ticket.Thank youHeather

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

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 I would only be comfortable with a response in writing that states if in the future any of the toppers were to come off that they would be replaced at no cost to me In addition, I have concerns with working with this company outside of Revdex.com since the initial reason for filing this compliant was because Heather specifically refused to respond to me after numerous attempts through email directly and their website Regards, [redacted] ***

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 I am not sure why it matters how long it took me to file the complaint I also did not hear anything about the cement that holds the posts in is not very strong Like I said, when I dug a hole to try and fix the sprinkler system, it just falls apart from a shovel That is unacceptable Also like I said in my complaint, I asked the crew several times to mark the lines they hit which they did not do I also called and you said someone would come out to mark the lines which was never done I will be glad to send in pictures of my fence that is not straight Am I going to get a response about my brothers fence that is also not straight Regards, Frank ***

Hello ***-This is in response to complaint ID [redacted] If Ms [redacted] can call our office and send photos of the missing caps, we will write a service ticket to have them replaced Typically this is not something that is replaced at no cost as wind, rain, and storms our acts of God and we can not control that It is not recommended to glue the caps in the event we need to repair, replace or adjust any portion of the fence I believe there may be miscommunication between Ms [redacted] & NEO Fence We will replace her caps this time and do our best to better secure them to with stand the elementsHowever moving forward there would be a cost associated w/ replacement caps, as this is not covered under warranty.Thank you for your timeHeather K***

Revdex.com,In response to [redacted] s complaintWe were contracted to install a wood fence for [redacted] on 3/9/We applied for the permit in Strongsville and received approval on 3/29/I personally talked to [redacted] to schedule install on 4/4/17, we decided he would remove the old fence on the weekend of 4/8/We scheduled and installed fence posts on 4/10/The yard was extremely wet and muddy prior to install of posts [redacted] asked the install foreman for a finish date before we were even done setting postsThe install foreman does not do the schedulingNEO Fence install procedure is install posts and return 3-days later after concrete is dry and nail boardsHe was explained this at the time of the estimateHe was then informed to call office which he did on 4/10/We returned his call on 4/10/and left a message for [redacted] to call back to schedule, he did notHe called back on 4/11/yelling and swearing about fence not being completeI personally left him a message on 4/11/and asked him to call me to talk about his project and concerns, he did notHe contacted Salesman on 4/11/and sent threatening text message ( we can provide copy)He also called and gave secretary a hard timeHe was quoted as " he would be there on 4/12/and you better call the police"We debated getting Maple Heights a police involved and printed text messagesOn 4/12/his wife [redacted] contacted Bob L [redacted] to discuss projectHe the forwarded her information to meI called [redacted] and had a very cordial and productive conversationI explained to her the ground in extremely wet and muddy and not to much can be done, she agreed and asked to have project completeShe explained her husband had a "temper" and with dogs and the holiday just wanted fence completeI informed her we were returning tomorrow 4/13/and I will have complete by weekendThere is also a possible is sure of relocating a couple posts.mi told her this may hold project up but I will do my best to make sure it does notAt this point we will return as discussed with [redacted] we feel we have done are part under circumstances and weatherWe will do are part as we always do to make sure yard is as clean as possibleWe anticipate being complete by the weekendI am informing the Revdex.com if at any time my employees or myself feel like there may be a conformation or if anyone is in harms wayI will remove everyone from the siteI will then inform police of text messages and conversation.I had no intent to do this after the conversation with [redacted] this am but after receiving this complaint, I have decided for this all to be on record.Thank youJim R [redacted] President NEO Fence Co, Inc

In reply to Mr.***'s unsatisfied complaint, we are going to issue a service ticket to have the fence examined If indeed posts are not set correctly we will reset those posts Usually if posts do not set correctly its from the post being touched while it's setting, this is why the process is done over a weeks time As far as underground lines go, we do call 'OUPS' Ohio Utility Protection Service they mark for gas lines, cable, phone etc they do not check for irrigation systems, and we do not mark for underground lines, or irrigation systems.We will at the customers opinion, not ours, address the leaning fence Mr.*** does have a five year labor warranty w/ us and if anything were to happen it would be covered in his labor warranty.We will contact Mr.*** as to when we will be scheduling to be on his property, and do the necessary adjustments.Thank youHeather

Business responded to complaint See attached.Business response also copied and pasted below by Revdex.com staff 9/21/15.This letter is in response to complaint ID ***. On 7/30/*** *** purchased a fence from NEO Fence and was installed and completed in August of On we
received a service call asking us to look at the completed fence as *** stated that there were too many gaps around the fenceWe sent one of our lead estimators who had over 20+ years in the industryHis findings were that the fence was installed properly, and left his business card and a phone message. It is procedure for us to send crews and estimators to jobs and not request the presence of the homeowner as we often get to our service calls when we are in the area to speed up response time. There was no more communication between NEO Fence, and *** from Octuntil Sept2015, almost a year.When NEO fence was contacted by *** on 9/1/in regards to what he felt were ongoing issuesWe immediately sent our foreman to the job the same dayAt this time are foreman adjusted the gate so it would close properly, and assessed a leaning post, both were on the initial service ticket that was called in on 9/Our foreman did believe we should come back and reset the leaning post as that was not something he could do at the initial service call on 9/1. We received an email from ***'s fiance *** *** on the evening of 9/1/w/ photos showing us what was still not right, in this email *** states "Although I know not much can be done about the gaps underneath the fence" which we did say we could put what we call 'skirt board' in some of the areas to help alleviate what she feels is too much of a gapNormally fences will follow the contour of the ground and you may have gaps in some areas. NEO Fence responded again via email on 9/2/stating we will close off as much as the gapping as we can, we would reset the leaning posts, and we would realign the gate again. NEC Fence sent the foreman, and two installers to the *** house on Thursday 9/3/and our crew was out there for over hours, which equals man hours, seeing that the list of requests were made. p.2With a solid board style fence over time the wood is going to shrink and you will have gaps, hence why we recommend to all of our customers staining/sealing w/ in three months of installationIt was communicated multiple times via email, and thru phone conversations, that its vital that wood fences be stained w/ in months after installation*** did admit that they have not yet stained or sealed the fenceAgain it was addressed that the stain/seal needed to be doneIt states in our contract which is signed by Mr.*** under the warranty portion that 'we are not responsible for any warping, cracking, splitting or shrinkage of wood products.NEC Fence is more than willing to help Mr*** & Ms***, and hold up to the year labor warrantyWe have been in constant communication and had responded to the initial service call on 9/w/ in hours of *** placing the call. We are happy to help Mr*** & Ms*** in achieving the fence they want we cannot give them money back for their fenceIt has been stated multiple times and highly suggested that the fence be pressure washed and stained or sealed immediatelyIt is also clearly stated in the contract that Mr.*** signed, stating the NEC Fence warranty in regards to warping, shrinkage, etc. Regards-Jim Randall President/Owner NEO Fence

From: heather neofence.com Date: Tue, Jul 19, at 10:AMSubject: Re: Rebuttal requires your immediate attention please ID ***To: *** Land ***-I can see if we can give her the missing caps, and try to better secure them so we will not have this problem in the future We do our very best to please our customers and we are more then willing to make sure she has caps and they can be secured Please have Ms*** contact me via email or phone and I will write up a service ticket.Thank youHeather

Revdex.com:At this time, I have not been contacted by SUEZ Water New York, Inc. regarding complaint ID ***My issues with Suez are ongoing and I have called them and written to them, but they have not reached out to me to resolve the issueThis is very disheartening,
considering it is such a big company, a public service company providing a service which everyone needs to live, for basic survivalThank you for your attempts to help me with this issue.Sincerely,
*** ***

In regards to this complaint, NEO Fence is not responsible for underground wires, sprinkler systems, etc These terms are stated in our contract that is attached and that has been signed by the homeowner As it is not our intention to hit any underground lines in the event they are hit
we make the homeowner aware and if we can fix the line we do, and if we can not we will mark the lines that were hit If we did not mark all of the lines it was not intentional If the fence line is indeed not straight we request some pictures, and that Mr.*** call our office so we can generate paperwork and have a service crew come out to service the fence. I do ask why Mr*** is waiting until the end of July to complain about his sprinkler system, of the fence was completed back in April?Thank you for your time,Heather K***

In regards to the number of man hours- it is not relevant as you offer a warrantyYou did not come out twice last year- you installed it and came out time when no one was home and then never returned a single phone call or voicemail, in regards to this year, you've been out twice- so you need to get your facts in orderThe gate is not sitting parallel still- and that has nothing to do with the staining as it's the metal that's not sitting right, the skirt board as you suggested installing- was never finished around the back of my yard, and although you may say the gaps underneath are due to the contour of the ground- the 2x4's that are securing the privacy fence boards are not level- and they should be, according to a few other fence companiesIf the work is going to be done and done correctly, then please contact me but preferably not again in a day turnaround as Heather stated you would be contacting us and then never did until this complaint was filedOtherwise I want money back in compensation so that I may have it done properly with another company

Revdex.com:At this time, I have not been contacted by SUEZ Water New York, Inc. regarding complaint ID ***My issues with Suez are ongoing and I have called them and written to them, but they have not reached out to me to resolve the issueThis is very disheartening,
considering it is such a big company, a public service company providing a service which everyone needs to live, for basic survivalThank you for your attempts to help me with this issue.Sincerely,
*** ***

Hello [redacted]-This is in response to complaint ID [redacted].  If Ms. [redacted] can call our office and send photos of the missing caps, we will write a service ticket to have them replaced.  Typically this is not something that is replaced at no cost as wind, rain, and storms our acts of God and...

we can not control that.  It is not recommended to glue the caps in the event we need to repair, replace or adjust any portion of the fence.  I believe there may be miscommunication between Ms. [redacted] & NEO Fence.  We will replace her caps this time and do our best to better secure them to with stand the elements. However moving forward there would be a cost associated w/ replacement caps, as this is not covered under warranty.Thank you for your timeHeather K[redacted]

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.
 I am not sure why it matters how long it took me to file the complaint.  I also did not hear anything about the cement that holds the posts in is not very strong.  Like I said, when I dug a hole to try and fix the sprinkler system, it just falls apart from a shovel.  That is unacceptable.  Also like I said in my complaint, I asked the crew several times to mark the lines they hit which they did not do.  I also called and you said someone would come out to mark the lines which was never done.  I will be glad to send in pictures of my fence that is not straight.   Am I going to get a response about my brothers fence that is also not straight.     
Regards,
Frank [redacted]

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.
I would only be comfortable with a response in writing that states if in the future any of the toppers were to come off that they would be replaced at no cost to me.  In addition, I have concerns with working with this company outside of Revdex.com since the initial reason for filing this compliant was because Heather specifically refused to respond to me after numerous attempts through email directly and their website.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com,In response to [redacted]s complaint. We were contracted to install a wood fence for [redacted] on 3/9/2017. We applied for the permit in Strongsville and received approval on 3/29/17. I personally talked to [redacted] to schedule install on 4/4/17, we decided he would remove the old fence on the...

weekend of 4/8/17. We scheduled and installed fence posts on 4/10/17. The yard was extremely wet and muddy prior to install of posts. [redacted] asked the install foreman for a finish date before we were even done setting posts. The install foreman does not do the scheduling. NEO Fence install procedure is install posts and return 3-7 days later after concrete is dry and nail boards. He was explained this at the time of the estimate. He was then informed to call office which he did on 4/10/17. We returned his call on 4/10/17 and left a message for [redacted] to call back to schedule, he did not. He called back on 4/11/17 yelling and swearing about fence not being complete. I personally left him a message on 4/11/17 and asked him to call me to talk about his project and concerns, he did not. He contacted Salesman on 4/11/17 and sent threatening text message ( we can provide copy). He also called and gave secretary a hard time. He was quoted as " he would be there on 4/12/17 and you better call the police". We debated getting Maple Heights a police involved and printed text messages. On 4/12/17 his wife [redacted] contacted Bob L[redacted] to discuss project. He the forwarded her information to me. I called [redacted] and had a very cordial and productive conversation. I explained to her the ground in extremely wet and muddy and not to much can be done, she agreed and asked to have project complete. She explained her husband had a "temper" and with dogs and the holiday just wanted fence complete. I informed her we were returning tomorrow 4/13/17 and I will have complete by weekend. There is also a possible is sure of relocating a couple posts.mi told her this may hold project up but I will do my best to make sure it does not. At this point we will return as discussed with [redacted] we feel we have done are part under circumstances and weather. We will do are part as we always do to make sure yard is as clean as possible. We anticipate being complete by the weekend. I am informing the Revdex.com if at any time my employees or myself feel like there may be a conformation or if anyone is in harms way. I will remove everyone from the site. I will then inform police of text messages and conversation.I had no intent to do this after the conversation with [redacted] this am but after receiving this complaint, I have decided for this all to be on record.Thank youJim R[redacted]President NEO Fence Co, Inc

Business responded.  See attached. Business response copied and pasted below by Revdex.com staff 10/14/15.Wednesday October 14, 2015 Revdex.com 2800 Euclid Ave 4th Fl Cleveland, OH 44115 Dear [redacted] This is a response to the last rebuttal from the Pete [redacted] complaint# [redacted] that we received via email on 10/6/15. As stated in previous conversations, and on the contract that was mutually entered by NEO Fence & Pete [redacted] on 7/17/2014 in regards to the warranty, and NEO Fence having no control over cracking, splitting, or shrinkage on wood materials. Yes, the [redacted]'s had contacted us on 10/13/14 and we did respond to their service call as this is part of the labor warranty. We then did not hear from the [redacted]'s until 9/1/15 almost a year later, about what they feel went un resolved. We are open year round and work through the winter months they could have called anytime from the initial service call that was placed on 10/13/14 and we would've found a way to rectify what they feel is not done. It has proved to be true that the [redacted]s' have not maintained the fence by staining, or sealing their fence w/ in the recommended time frame as we highly suggest to preserve the wood products used. We feel we have lived up to the five year labor warranty that we offer to customers. As we have been out to the [redacted] residence multiple times to correct the fencing that they feel is unsatisfactory. We are not walking away from this customer, nor are we giving them a run around. We simply cannot give back any monies, or refund the purchase of their fence. We are however willing to work w/ the [redacted]s' to help them achieve the outcome they are looking for, within reasonable demands. We would be happy to have the NEO Fence, owner & president Jim R[redacted] meet w/ the [redacted]'s at their home and go over the outstanding issues that the [redacted]'s still feel need addressed. We do strive for happy customers, and truly want the [redacted]'s to be satisfied w/ their fence if this is something they are willing to try and accomplish they can call our office 216-518-7444 and we can arrange a time for all to meet. Thank you-Jim Randall NEO Fence President/Owner