Cardinal Fence & Security

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 inaccurateI am confident that I did not break the fence and also have proof of contact within a few days after fence was installedShe should have coordinated her reply with her staff when she had the factsI spoke to office manager at least twice and the installer within daysI 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 faultI 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 monthsAfter 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 issuesAnd, although I made multiple attempts to bypass the office manager and the installer, it did take much longer for Owner to acknowledgeMy husband actually called her and she finally answeredAt that point we were never told anything about a part being ordered and there was never any discussion about payment, warranty or amount of responsibilityIn 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

I am writing in response to the complaint that was filed by the above consumerI 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 installationNevertheless, 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 dateSince the material was damaged (after the installation) the material is not covered under warrantyShe stated to the office manager that she wants it repaired and we will then argue as to who will pay for it afterwardsThis lead me to believe she was not going to pay for the materialTherefore, payment was requested up front for the material onlyNot laborIn 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 installationThis is not under warrantyWe 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]