I am sorry that Mr *** is unhappy but all businesses have a protocol to follow We responded to his issue and provided him an estimate for the repairs
Obviously he was not satisfied with that His steel top rail in some places were bent Steel pipe does not bend on its own....something or someone has to bend it That is not a warranty issue I offered him the example, it would be like expecting the car dealer to warrant a dent in his car We as a business cannot cover acts of god or other or we would be out of business.Further I do not believe that I was rude or condescending I simply defended against his claims and stated facts Mr *** on the other hand used heavy handed threats and attempted to bully us into covering his unwarranted claimsHopefully this clarifies the situationThank you
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.
It is a true shame that it took all of this to get my first acknowledgment that the two month delay was unwarranted. However, shockingly, the response still does not address any of my concerns. If simply saying," sorry, it was the busy season" is sufficient, then we are in a bad spot for consumers. Again, the response still does not address why, if the matter was so clear, why didn't Al [redacted] tell me that when he came to my house. Why didn't he just tell me the bent fence was not covered. Why did he assure me he would put a claim in, that he would take care of it, and that when the cane to fix it, they would also fix my tension wire. I recommend the Revdex.com request evidence that a claim was ever submitted. I was mislead. Even today, none of the responses acknowledge the tension wire issue. Nor do they explain why two company representatives sent completely contradictory statements about whether snow could cause the bending. Moreover, the response by the company makes it sound as if "someone" may have caused the bending, and this makes it sound like the fence is bent on one spot. Again, this is misleading. The fence is bent in many spots, and I urge the Revdex.com to visit my home to see first hand. This is just another example of a company delaying and misleading a consumer until they go away. A consumer that had paid 15k to this company.
Regards,[redacted]
I am sorry you are dissatisfied with our response. However other than allowing 2 months to lapse before responding to you we did nothing wrong. You should have received a more timely response and for that I apologize. The time of your initial request was at the very beginning of our busiest time of the year. Unfortunately Al let it slip through the cracks....we all make mistakes. When you called again he immediately responded that it was not a warranty issue and that the repair call would be $ 485. I completely understand your frustration with the time lapse but I would ask you to understand our position. Someone or something bent the rails....steel pipe doesn't bend on its own. Our warranty does not cover acts of god. Fixing the rails free of charge would set a precedent and further open us up to potential future claims for damage to your fence beyond our control.
Thank you
I am sorry that Mr *** is unhappy but all businesses have a protocol to follow We responded to his issue and provided him an estimate for the repairs
Obviously he was not satisfied with that His steel top rail in some places were bent Steel pipe does not bend on its own....something or someone has to bend it That is not a warranty issue I offered him the example, it would be like expecting the car dealer to warrant a dent in his car We as a business cannot cover acts of god or other or we would be out of business.Further I do not believe that I was rude or condescending I simply defended against his claims and stated facts Mr *** on the other hand used heavy handed threats and attempted to bully us into covering his unwarranted claimsHopefully this clarifies the situationThank you
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.
It is a true shame that it took all of this to get my first acknowledgment that the two month delay was unwarranted. However, shockingly, the response still does not address any of my concerns. If simply saying," sorry, it was the busy season" is sufficient, then we are in a bad spot for consumers. Again, the response still does not address why, if the matter was so clear, why didn't Al [redacted] tell me that when he came to my house. Why didn't he just tell me the bent fence was not covered. Why did he assure me he would put a claim in, that he would take care of it, and that when the cane to fix it, they would also fix my tension wire. I recommend the Revdex.com request evidence that a claim was ever submitted. I was mislead. Even today, none of the responses acknowledge the tension wire issue. Nor do they explain why two company representatives sent completely contradictory statements about whether snow could cause the bending. Moreover, the response by the company makes it sound as if "someone" may have caused the bending, and this makes it sound like the fence is bent on one spot. Again, this is misleading. The fence is bent in many spots, and I urge the Revdex.com to visit my home to see first hand. This is just another example of a company delaying and misleading a consumer until they go away. A consumer that had paid 15k to this company.
Regards,[redacted]
I am sorry you are dissatisfied with our response. However other than allowing 2 months to lapse before responding to you we did nothing wrong. You should have received a more timely response and for that I apologize. The time of your initial request was at the very beginning of our busiest time of the year. Unfortunately Al let it slip through the cracks....we all make mistakes. When you called again he immediately responded that it was not a warranty issue and that the repair call would be $ 485. I completely understand your frustration with the time lapse but I would ask you to understand our position. Someone or something bent the rails....steel pipe doesn't bend on its own. Our warranty does not cover acts of god. Fixing the rails free of charge would set a precedent and further open us up to potential future claims for damage to your fence beyond our control.
Thank you