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.
Customer service cannot be an integral core of your business, at least in our case it wasn't. We tried to be understanding of your situation however there were just too many broken promises and the issue with our fence has taken way to long to resolve. This issue actually started while that person that was put on bed rest was still there. We have been told a lot of things over the last 6 months that just simply didn't happen and while I admit the Revdex.com complaint was a little late, it needed to be made in this situation. All of the issues with our fence could and should have been addressed and fixed much sooner. All we wanted is for someone to come out and fix the mesh on our fence. We were not even expecting it to be done for free at that time which we even told the multiple people who answered the phone back in April/May. Customer service is about the customer and I don't feel like I was treated like one.I would still like someone to come out and replace the broken mesh and attach it to the fence securely so that it will not come down again. I don't want this issue happening again.
Regards,
[redacted] We have received the complaint about the fencing repair on the customer’s fence. Our practices are driven by customer service, so I would like to clarify a few things. The young woman you sent your repair form to was diagnosed with [redacted] and put on hospitalized bed rest. I apologize that your repair form fell through the cracks during that time. As you can imagine we were scrambling after losing such a large part of our team. The customer had a fence installed well over a year ago that was no longer covered under our 1-year warranty. Secondarily, the damage to the fence was not due to our workmanship or materials. The customer chewed up the bottom line of the mesh with their weed-eater. We do not do free repairs due to a customer’s negligence. However, since the customer had the issue with the missing repair form, we chose to fix this for her for free. When our first repair man went out on site to fix the fence, he was not prepared for the extent of the damage, so he did not have enough clips. When our second repair man went out, not only did he fix the issue, he handed the customer a handful of replacement clips for free. This is the first notification we received that the fence still wasn’t up to her standards or completed. I would also like to clarify that we are not affiliated with [redacted]. They are not assuming the business of Burcor Fencing, LLC. We have moved due to our rapid expansion and [redacted] mostly deals in wholesale and smaller ticket residential jobs. We at Burcor Fencing, LLC do a wide scope of work nationwide both residentially and commercially. I wish the experience could have been better, because I felt we tried hard to compensate for the long wait. If you feel that your fence has not been completed, a phone call to the office to rectify this would be appreciated since I have not received a return phone call from you. We want a happy resolution for you!
ID [redacted] Inboxx [redacted]4:56 PM (15 hours ago)to me We have received the complaint about the fencing repair on the customer’s fence. Our practices are driven by customer service, so I would like to clarify a few...
things. The young woman you sent your repair form to was diagnosed with [redacted] and put on hospitalized bed rest. I apologize that your repair form fell through the cracks during that time. As you can imagine we were scrambling after losing such a large part of our team. The customer had a fence installed well over a year ago that was no longer covered under our 1-year warranty. Secondarily, the damage to the fence was not due to our workmanship or materials. The customer chewed up the bottom line of the mesh with their weed-eater. We do not do free repairs due to a customer’s negligence. However, since the customer had the issue with the missing repair form, we chose to fix this for her for free. When our first repair man went out on site to fix the fence, he was not prepared for the extent of the damage, so he did not have enough clips. When our second repair man went out, not only did he fix the issue, he handed the customer a handful of replacement clips for free. This is the first notification we received that the fence still wasn’t up to her standards or completed. I would also like to clarify that we are not affiliated with [redacted]. They are not assuming the business of Burcor Fencing, LLC. We have moved due to our rapid expansion and [redacted] mostly deals in wholesale and smaller ticket residential jobs. We at Burcor Fencing, LLC do a wide scope of work nationwide both residentially and commercially. I wish the experience could have been better, because I felt we tried hard to compensate for the long wait. If you feel that your fence has not been completed, a phone call to the office to rectify this would be appreciated since I have not received a return phone call from you. We want a happy resolution for you! [redacted]Burcor Fence Signature
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.
Customer service cannot be an integral core of your business, at least in our case it wasn't. We tried to be understanding of your situation however there were just too many broken promises and the issue with our fence has taken way to long to resolve. This issue actually started while that person that was put on bed rest was still there. We have been told a lot of things over the last 6 months that just simply didn't happen and while I admit the Revdex.com complaint was a little late, it needed to be made in this situation. All of the issues with our fence could and should have been addressed and fixed much sooner. All we wanted is for someone to come out and fix the mesh on our fence. We were not even expecting it to be done for free at that time which we even told the multiple people who answered the phone back in April/May. Customer service is about the customer and I don't feel like I was treated like one.I would still like someone to come out and replace the broken mesh and attach it to the fence securely so that it will not come down again. I don't want this issue happening again.
Regards,
[redacted] We have received the complaint about the fencing repair on the customer’s fence. Our practices are driven by customer service, so I would like to clarify a few things. The young woman you sent your repair form to was diagnosed with [redacted] and put on hospitalized bed rest. I apologize that your repair form fell through the cracks during that time. As you can imagine we were scrambling after losing such a large part of our team. The customer had a fence installed well over a year ago that was no longer covered under our 1-year warranty. Secondarily, the damage to the fence was not due to our workmanship or materials. The customer chewed up the bottom line of the mesh with their weed-eater. We do not do free repairs due to a customer’s negligence. However, since the customer had the issue with the missing repair form, we chose to fix this for her for free. When our first repair man went out on site to fix the fence, he was not prepared for the extent of the damage, so he did not have enough clips. When our second repair man went out, not only did he fix the issue, he handed the customer a handful of replacement clips for free. This is the first notification we received that the fence still wasn’t up to her standards or completed. I would also like to clarify that we are not affiliated with [redacted]. They are not assuming the business of Burcor Fencing, LLC. We have moved due to our rapid expansion and [redacted] mostly deals in wholesale and smaller ticket residential jobs. We at Burcor Fencing, LLC do a wide scope of work nationwide both residentially and commercially. I wish the experience could have been better, because I felt we tried hard to compensate for the long wait. If you feel that your fence has not been completed, a phone call to the office to rectify this would be appreciated since I have not received a return phone call from you. We want a happy resolution for you!
ID [redacted] Inboxx [redacted]4:56 PM (15 hours ago)to me We have received the complaint about the fencing repair on the customer’s fence. Our practices are driven by customer service, so I would like to clarify a few...
things. The young woman you sent your repair form to was diagnosed with [redacted] and put on hospitalized bed rest. I apologize that your repair form fell through the cracks during that time. As you can imagine we were scrambling after losing such a large part of our team. The customer had a fence installed well over a year ago that was no longer covered under our 1-year warranty. Secondarily, the damage to the fence was not due to our workmanship or materials. The customer chewed up the bottom line of the mesh with their weed-eater. We do not do free repairs due to a customer’s negligence. However, since the customer had the issue with the missing repair form, we chose to fix this for her for free. When our first repair man went out on site to fix the fence, he was not prepared for the extent of the damage, so he did not have enough clips. When our second repair man went out, not only did he fix the issue, he handed the customer a handful of replacement clips for free. This is the first notification we received that the fence still wasn’t up to her standards or completed. I would also like to clarify that we are not affiliated with [redacted]. They are not assuming the business of Burcor Fencing, LLC. We have moved due to our rapid expansion and [redacted] mostly deals in wholesale and smaller ticket residential jobs. We at Burcor Fencing, LLC do a wide scope of work nationwide both residentially and commercially. I wish the experience could have been better, because I felt we tried hard to compensate for the long wait. If you feel that your fence has not been completed, a phone call to the office to rectify this would be appreciated since I have not received a return phone call from you. We want a happy resolution for you! [redacted]Burcor Fence Signature