Cardinal Fence & Security, Inc.

Cardinal Fence & Security takes pride in every fence installation. Prior to installing this fence we walked through with the customer documenting exactly where the fence would be located (per the customer instruction). It was made known at that time that it is the
responsibility of the customer to locate (clearly mark) any private utilities such as sprinkler systems or pool lines prior to installation. This information is also clearly stated (see attached Terms and Conditions) on our agreementThe customer received the fence that he contracted for. While it is clear that it is not our responsibility we have offered to pay his out of pocket expenses to repair his sprinkler system ($224.04). He is asking for much more than that, which in no way he is entitled to or will receive

We have taken care of the situation and did not charge the ***sI have talked to *** *** and understand all is good.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** *nd agree that the situation has been resolvedIt is appreciated.
Regards,
*** ***

The customer did walk our sales person around the yard and showed him exactly where he wanted the fence. Our installation team followed those instructions. In the process, they struck an unmarked irrigation line which was not pressurized at the time of the installation. The damaged line was not detected until months later when the customer used the sprinkler systemUnder the contract, it is the customer’s responsibility to mark any private utilities such as irrigations lines, pool lines, etc. Unless we are told where private utilities are located, we have no way of knowing they are there. After learning of the broken line, we offered to cover the entire cost of repairs even though we are not required to do so under our contract The customer provided us with an estimate of what the cost of repair would be, not an invoice as we requestedOur offer still stands if the customer wishes to provide us with an invoice from the company that completed the repairs. There was absolutely no malice or intent on the part of the company to financially profit through fraudulent means. Due to a clerical error, our sales representative believed there was a balance owed by the customer. He called asking for it and once learning it had been paid, apologized and ceased any demands for paymentThe contract was a fixed price contract for a fence installation. It was not a time and materials contract with the customer. We delivered a completed fence at the agreed upon price. The customer is not entitled to a refundHowever, as stated before, we are more than happy to cover the actual costs of fixing the sprinkler line

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I am writing in response to the complaint that was filed by the above consumer. I have talked to Ms. [redacted] on several occasions and did advise her that we would be back to repair.
Our installer said it was not damaged while he was installing it.  If so, why would she pay for it? She did...

not contact our office until approximately two months after installation. Nevertheless, he did go out and review and his assessment was that it was either bumped by a vehicle or perhaps kids playing basketball.
Please note, it took two months for the first shipment of the original material to arrive and it will take that long if not longer to receive the replacement panel.
I did advise her that when it comes in we will be back and did not give her a specific time or date. Since the material was damaged (after the installation) the material is not covered under warranty. She stated to the office manager that she wants it repaired and we will then argue as to who will pay for it afterwards. This lead me to believe she was not going to pay for the material. Therefore, payment was requested up front for the material only. Not labor. In addition there is freight to consider however, trying to please this customer I volunteered to pay for freight.
Again, her complaints began two months after installation. This is not under warranty. We warranty labor and the material is warranted by the manufacturer.
We are still waiting for the replacement panel, however until it has been received and paid for by Mr. [redacted], we cannot schedule our installer to go back to repair.
If you should need further information please do not hesitate to contact me.
Sincerely,
[redacted] Owner

Cardinal Fence & Security takes customer service seriously.  We sincerely apologize that this customer does not feel that we have responded to all of their requests.    The day after our team set this job (meaning setting the fence posts in concrete to ensure a solid...

installation) we received a call from the sister stating she could not fit her car through the 10’ double drive gate opening that had been originally contracted.  During that conversation we recommended at that time that the gate should be reset to a 12’ opening to accommodate access via a vehicle (which was not made known during the estimate process).  We also notified her that there would be an additional charge and additional time required to reset the gate opening and construct the new steel framed gate due to the larger opening.   The installation at this location was complicated because there were two large trees directly in the desired fence line.  We will make the required modifications to accommodate these trees in the manner which the customer desires.    Cardinal Fence & Security takes pride in everything we do, every day, for every customer we partner with to deliver a quality installation and exceed customer expectations.  We make every effort to partner with our customers during the installation process and provide the flexibility requested for the quick changes and additions that arise.  [redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
 
 This reply is a completely outrageous and inaccurate. I am confident that I did not break the fence and also have proof of contact within a few days after fence was installed. She should have coordinated her reply with her staff when she had the facts. I spoke to office manager at least twice and the installer within days. I also have text messages of our communication.  Unfortunately I did state that I would consider paying for it because I couldn't get anyone to help and the installer was adamant that it had to be my fault. I was in a lose, lose situation with a broken and brand new fence and needed it fixed because I have a dog, a pool and a baby.  The owner also failed to mention they had to come right back out the first week after install and fix another issue  which was the gate not coming to a full close and my dog ran away the first day post install.  Thus not sure why she would say there was no contact for 2 months. After they made this first adjustment during first week, the side bars then broke which is the issue now in dispute.  Seems to me there could be a link between the 2 issues. And, although I made multiple attempts to bypass the office manager and the installer, it did take much longer for Owner to acknowledge. My husband actually called her and she finally answered. At that point we were never told anything about a part being ordered and there was never any discussion about payment, warranty or amount of responsibility. In fact, many of our conversations were through text since the owner was never in the office.  The only consistent response was "we are busy due to rain, get there when we can." Period.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company was negligent in their installation.  As such, any terms and conditions, even those that were redlined, are a moot point.  In addition, I deny that there was an initial walkthrough.  Regardless, such a walkthrough does not eliminate liability for negligence.  Further, Cardinal Fence provided a unilateral contract, including offer, consideration, and an action indicating acceptance in writing that they would reimburse cost for repair of the fence if an invoice was sent.  I complied and sent said invoice.  They have then breached the contract by not providing payment.  In short, this company's agent was negligent in installation.  Continued action by the company indicates malice:  The company's employee threatened me fraudulently in an attempt to gain financial benefit.  The company is in breach of a unilateral contract.  The company is fraudulent in claiming a walkthrough.  The company further sold me service under false pretense:  The $4,000 installation charge was sold as "5 full days of 2 people".  Actual installation as recorded by my cameras was less than 8 man-hours, increasing the cost of install from $100/hour to $500/hour.
Regards,
[redacted]