Bruce Fence

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Response to Bruce Fence Co., INC/Mary * ***
The statement written on behalf of Bruce Fence by Mary *** has many inconsistencies and statementsDue to this we are forced to REJECT their responseBelow are responses to the inconsistencies and statements
I only spoke with Melissa from Bruce Fence
I never stated the line was copperI did not know since it was buriedI am not a plumber
I reviewed my missed call and voicemail log on my iPhone and there was no call or message from Melissa at Bruce Fence who was my contact person for this matter
We did not watch the readjustment of the fence from the window at firstWhen the repair team arrived unannounced I happened to arrive home early from work not much later and walked out and spoke with them and showed the team (same gentlemen from install last year) where the issues and settling wereI did oversee most of the work, but I am not a foreman under the employ of Bruce Fence
In 2016, I showed both the salesman (Kevin) and the install crew where the shower line was since they were installing a fence and designing an enclosed outdoor showerBoth myself and my wife were very clear in where the lines ranThe design of the outdoor shower with the fencing was one of the reasons we hired Bruce Fence
Regarding the Sept call, Melissa thanked me for hand digging the area and informing her verbally and with photos of the type of line (plastic) so her Foreman whom she said he personally needed to come for the repair so he (Mark) could obtain the correct suppliesAlso, the digging showed proof that the tool Bruce Fence used to re-level the post damaged our water line. We had already been told the repair would happen within weeksWe were now in week
When I spoke to Melissa multiple times on the week of October regarding a service date, I was told Mark was the only one who could repair this and he was tied up on a large commercial job and had not been in the office for days and she would get back to me and later called back and said it would be repaired the week of the 16th with a phone call the day prior to ensure someone was homeI was clear with Melissa that if it was not done by the end of next week I would be forced to have a plumber fix it and mail the bill to Bruce Fence and contact Revdex.comShe assured me it would be fixed and said “you are not being dismissed”. That is a difference of opinion
On October 20th, Melissa called and said sorry maybe next weekI said unacceptable and said goodbyeI did not agree to anything at that time since we were at the week mark
October 24th: My wife was clear to Melissa that we did not want someone to come that day and I would speak with them soon. I was working 7am to 7pm in the Emergency Room and unable to speak on the phone that day
I saw a missed call from Kevin (the same number of our salesman year prior)Unable to answer at the time I assumed he was calling to apologize. I never thought he would be the repair man since I was told on three occasions only Mark the supervisor could do this repair
When I listened to Kevin's voicemail later that night, he said he was coming over to fix my sprinkler line. Clearly he did not know what he was to actually repair since it was a shower line and not a sprinkler line Bruce Fence ruptured(What happened to Mark?)
My job does not always allow me to answer the phone based on others’ schedule. The original work order for the fence only had our home number yet it was used only once by Melissa to try to reach us
At the time of Kevin’s arrival I was at work and my wife was not homeNo one was expected to be there and the babysitter called my wife that there was an unexpected stranger at the houseSo the police were calledNo one yelled unless it was the police
The reason for the time lapse from repair to my original call was the new shower had not been connected right away and it took time due to the heavy rain and for the leak to cause a sink hole for us to properly identify the problem and determine the cause. Our water bill provided additional evidence
Yes 8+ weeks is longer than anyone should have to wait for a repair caused by lack of attention to detail
My “irrelevant” comment about the weather: How was I to know the degree weather would hold? Usually we have frost and snow late OctoberDid Bruce Fence have some type of weather model and knew warm weather would hold?
“Nothing else that can be done” and weeks for repair is a prime example of poor customer service
We expect full payment of the repair
Overall, the poor treatment we received upon conveying their mistake was disappointing
Regards,
*** *** *** ***

Regarding the reply from *** *** *** ***, we obviously have different viewpoints on the issuesregarding their repairAs stated in my initial letter, we are aware that the *** were frustratedtheir repair took too longCertainly it was not our intentBoth parties could continue to trade lettersarguing points, however to move forward and resolve this issue, we will send a check in tomorrow's mailfor $126, the amount the *** stated the repair will cost.SincerelyBRUCE FENCE CO., INCMary ** ***

The home owner contacted us late August, beginning of September, stating he felt we damaged the water line to their outdoor showerafter we completed service work on June 28. He was told we would look into it and get back to him. He stated at the time the water line was copper.The phone call was...

returned September 7, and a message left. We did not hear from the home owner again until mid-September at which time hewas advised a message was left for him; a message he said he did not receive. At that time it was explained to the homeowner that we had to checkwith the foreman of the crew who completed the service work. We checked with our crew foreman who said he only had to tap the post clown. Thehome owner stated he and his wife watched the crew from their window and the foreman used a hard bar to tamp the post. At the time the homeowner saw our crew, he could have easily walked outside to "oversee the work". The home owner was also advised our crew supervisor had to takea look at the alleged damage, however he was overseeing a large commercial job and it would be a few weeks before he could visit the site. Pt·ior toan installation we call UFPO to locate any public utilities. It is the customer's responsibility to make the foreman aware of any private utilities theyhave; if they do not they assume full responsibility for any repair. Attached is the customer verification signed by [redacted]. At the time ofinstallation and as stated above at the time of the service call one or both of the [redacted] were home and never informed our foreman of theexistence of any private utilities. Therefore, according to our agreement it was their responsibility to repair the pipe. Even so, in an effort to resolvethe problem, the customer was advised we would repair their pipe.On September 28, the home owner called stating he dug up the area where the damage occurred. He also followed up with an e-mail andphotos of the alleged damaged area. He stated the pipe was black plastic and not a copper pipe. An email was sent back the same day stating wereceived the pictures and now could purchase the appropriate materials needed for the repair.On October 11, the home owner called inquiring as to a service date. He was advised someone would get back to him. A return call wasrnade to the homeowner and they were told we would be out the week of October 16, as the crew supervisor was still on the commercial jobsite.We contacted the homeowner on October 20 to apologize and state we would be out to do the repair the beginning of the following week.The homeowner was reassured that the situation was not being dismissed, and we would follow through and complete the repair. In the morningof October 24th an e mail was sent with a read receipt to the home owner advising him we would be out that day to do the plumbing repair for them.The message was apparently read by the home owner because shortly after the email was sent, the home owner called stating since after waiting"months" for us they were having a real plumber fix it and they didn't want us to do it. Two messages were left for [redacted] as our employeewas already on the way, with no return phone call. When our representative arrived he went to the door to let someone know he was there to fixthe pipe. No one responded, so he started the repair. He stated he heard someone start yelling and the next thing he knew the police had beencalled and escorted him off the property befot·e he could complete the repair.In closing, we heard from the horne owner several weeks after the initial service call was complete, and due to the tirne lapse do not feelit unreasonable to question the alleged damage. We did state we would repair the line even though we have no idea what transpired in that timeperiod. The horne owner has been living with this problem for longer than we knew about it, and understand the customer was frustrated becausethe repair was taking longer than they wanted. We did not ask the horne owner to expose the pipe. The home owner's comment "being extremelyconcerned about the exposed pipe and the cold nights" is irrelevant as we've just had the second longest period of 70"weather in history. We wereon site to fix the water line and the customer refused; in light of this there is nothing further we can do for this customer.Sincerely,Bruce Fence Co., INCMary [redacted]