Carl’s Fencing, Decking & Home Improvements

We are in receipt of Mr. [redacted] ***'s response and we will try to clear this misunderstanding up once again. When we, Carl's, as a company purchases wood fencing or wood products either from suppliers within the U.S. or Canada these suppliers offer no warranties on wood as it is a natural substance and will age differently depending on the tree that it came from, the location that it is installed at and weather conditions to list just a few reasons. Since the on set of our company we have had a clause written in a very specific box at the bottom of all of our contracts that clearly states: " Please be aware that all lumber will to some degree warp, crack, shrink, discolor, etc. throughout the natural course of aging. Pressure treated lumber tends to do the above to a greater degree than natural lumber. Therefore, we cannot warranty the lumber against these natural occurrences. " We, at Carl's, are always concerned when a customer calls with a problem whether it is immediately after installation or 2 years later. This is why, again, we offered to go out to the [redacted] residence and replace/repair the fence in the necessary areas for a minimal charge. We do not get reimbursed by suppliers but we go out to fix these problems so that our customers are satisfied without incurring large costs (as most of our competitors will charge anywhere from $350-500 minimal charge to even go out to the home). We are sorry that Mr. [redacted] feels negatively toward our company as this is never our intention. Should he change his mind we will still be happy to go out and repair his fence for $119.33. Thank you Donna D

We are in receipt of the complaint that you sent to our office and have been able to contact the employees that were involved in this matter and look up our electronic records to verify our informationIt is as follows:*** *** was originally installed in September of (contract #
***).On March 8, he called our office to say the wooden fence was falling apart and some parts were bending.We sent one of our crews out (we prefer not to mention names, however this can be provided if needed). The crew chief took several pictures and said that multiple pickets were warping and some posts needed to be tamped. The fence had been stained but at this late date we were not certain if the homeowner stained the fence or if we had gone to stain at some point An estimate was then created for the work that we suggested be done to correct the problem in the amount of $119.33. Stephanie then called Mr*** to give him the estimate and discuss a date to complete the work. He gave her a difficult time about having to pay Bill, the President of the company and head of the Operations Department then spoke to Mr*** and explained that on our contracts it clearly states that there is no warranty on wood. We cannot control what wood does once it is installed but we would be happy to repair his fence however there would be a minimal charge.Mr*** then said "So, if I want my fence fixed I will have to pay for it?" and Bill said yes. The customer replied "Never mind" and hung up.We do have different warranties for many of the different options in fencing and this is due to the various materials that are installed. We are willing to help the customer so that they have a fence they will be happy with however we do not feel that $is an excessive charge for the work involved.Regards,Donna D

Had a new wood fence installed by another contractor (*** Fence)Many problems with installation and materialsCalled Carls to repairThey were prompt and professional and did a wonderful job at a very fair priceEveryone I dealt with both on the phone and in person was great

Complaint: [redacted]
I am rejecting this response because:This work was done 2 years ago. I [paid Appox $3,000.00 for a fence that lasted for only 2 years I did not touch this fence at all if I was able to send you pictures of their work I would. I would not recommend this company to anyone. They purchased the wood and the posts I did not. If the wood on the fence is bad they should take this up with the suppler they deal with and not place this problem on their costumer.  I see this as a poor way to run a business. Your fence may come out ok or not this is not acceptable   
Regards,
[redacted]

We are in receipt of Mr. [redacted]'s response and we will try to clear this  misunderstanding up once again.   When we, Carl's, as a company purchases wood fencing or wood products either from suppliers within the U.S. or Canada these suppliers offer no warranties on wood as it is a natural substance and will age differently depending on the tree that it came from, the location that it is installed at and weather conditions to list just a few reasons.   Since the on set of our company we have had a clause written in a very specific box at the bottom of all of our contracts that clearly states:  " Please be aware that all lumber will to some degree warp, crack, shrink, discolor, etc.  throughout the natural course of aging.  Pressure treated lumber tends to do the above to a greater degree than natural lumber.  Therefore, we cannot warranty the lumber against these natural occurrences. "    We, at Carl's, are always concerned when a customer calls with a problem whether it is immediately after installation or 2 years later.  This is why, again, we offered to go out to the [redacted] residence and replace/repair the fence in the necessary areas for a minimal charge.  We do not get reimbursed by suppliers but we go out to fix these problems so that our customers are satisfied without incurring large costs (as most of our competitors will charge anywhere from $350-500 minimal charge to even go out to the home).   We are sorry that Mr. [redacted] feels negatively toward our company as this is never  our intention.  Should he change his mind we will still be happy to go out and repair his fence for $119.33.   Thank you   Donna D

Complaint: [redacted]
I am rejecting this response because:I understand that  wooden fence would have problems over the years I have purchased other wood fence in the past and had to replace one because of age but that fence was 15 years old. not 2 I feel that a fence should not have to be repaired after 2 to 3 years of it being installed.I hired them in good faith and was under the understanding they would stand behind their work. if this fence was 5 years old I would see no problem paying for the repair but this fence did not make that before I had a problem with it. And feel that if the cost is only 119 dollars they should make the repairs without a cost to their customer. After all it was their team that told me the fence was not installed correctly   
Regards,
[redacted]