[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***We would like the foot gate installed as per the quote and not backwards.I e mailed elizabeth enyart and received no response a couple of times
We completed everything on Ms***'s estimate to the highest of industry standards and we even installed for her an extra post and additional feet of new chain Link as a courtesyWe do not think that this complaint should be on our experience as the desired settlement request of the customer
is to complete the jobHowever, it has been thoroughly completed per the signed contract of the customer and insurance claim request.As Ms *** states, this was an insurance claim and we completed all of the estimated claim workThe corner and side fence were not part of the original insurance claim estimateWe would be happy to give her an estimate on these two other locations, but we obviously cannot add them as part of her insurance claim when they were clearly not part of her original insurance claim estimate.Also, in terms of her wait this Summer for an installation, we were very forthright with customers in telling them that there would be a wait for an installation due to our volume of work along with the fact that Summertime is the height of the fencing season Sincerely, Mills Fence Company
From: *** *** Date: Mon, Jul 31, at 8:PMSubject: Re: ATTENTION NEEDED: You have a new message from the Revdex.com serving CincinnatiTo: Revdex.com I do not feel that this complaint should be closed until Mills fencing completes this jobby installing the correct gate, the right way.When will thy complete this?Thank you,*** ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a
close, we would like to know your view on the matter.]
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** I have attached several emails above I realize I signed the "standard" contract However, these emails document our additional agreement to repair the sprinkler if it was damaged (see the one dated 2/3), responsibility for the damage, an attempt to repair, that an exception was made, as well as that I have been patient getting this taken care of I find the premise that they could come be paid to do a job and be able to damage my property to be a nonstarter, and hired them only because Kyle agreed to repair the sprinkler Another company was willing to do the sameMy wife and I recall they were in a rush to install the fence due to a break in the snow in a slow time of the year I had arranged to have the sprinklers marked (using air due to the freezing temperatures) As an aside they hit aline and not the head, so I don't know if that would have prevented the problem I did speak with Kyle expressing my concerns but was reassured that they would take care of damage, dig by hand, and that it would be OK Therefore, they went ahead knowing the system was not marked, fully aware of our agreement As far as putting this under warranties, I realize it is not a problem with a warranty on the fence itself I put it there as it was an assurance regarding the sprinkler in connection with our contract on the fence Regardless of how you categorize it, I was informed, in order to get my business, that sprinkler damage would be repairedIt was not adequately repaired, and now that payment has been made, they are refusing to take care of it
September 16, 2015Revdex.comE, 4th, Suite 600Cincinnati, OH 45202Re: ID ***To: Mr*** ***As evidenced by the enclosed contract which *** *** signed and accepted, Mills Fence Company is not responsible for underground sprinkler systemsThese systems are private utilities
which must be marked by the homeownerThis is an industry standard condition which Mills Fence Company conveyed to both *** and *** ***However, *** *** insisted to our installation coordinator that she wanted Mills Fence Company to perform the installation even without them having their sprinkler systern markedShe claimed that she did not want to wait the time that it would take for them to have their private utility sprinkler system marked.In conclusion, Mills Fence Company is not responsible for private utilities as stated and agreed upon through the signature acceptance of *** ***Furthermore, we do not think that this issue falls under any of the Revdex.com complaint categoriesMr*** states in his Revdex.com letter that this is a “Guarantee or Warranty issue"However, in reality, it is neither issue as we do not guarantee or warranty private, underground sprinkler systems as stated in our contract.Sincerely,Mills Fence Company
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Instead of coming together toward a resolution, the responses are getting even more ridiculousIt is as if the respondent didn't actually read what was documented in the emails It is hardly dishonest when there is written documentation of the essence of your complaint To keep it simple (see emails in my last response for documentation):1) We were assured damage to the sprinkler would be fixed I would not have hired any business that refused to share the risks, and another WAS actually willingI made sure I had that understanding in writing before agreeing to proceed with the fence.2.) The company accepted that they were responsible3.) At least an attempt was made to fix it I don''t think it is a coincidence that this was only before I paid for the job. 4.) The repair was not adequate and there is a leak to the surface at that site It is PVC pipe and there was no reason it would be again damagedAs far as the other issues with the sprinkler they were that the system did not get turned until late spring and when turned on there was a faulty valve UPSTREAM of the damage which didn't get fixed until June or July ( I have documentation of that too) This would actually decrease the flow to the area, and would therefore not be expected to break any full repair.I put it under warranty issues because it was an assurance of a particular in connection with a contract, which actually describes a warranty No, it is not a warranty on the materials on the fence itself As far as any haste to get the fence put in, our recollection is that it was a break in the snow at off peak for the company Regardless, I had arrangements made to have the fence marked, but I spoke to Kyle the evening before, who told me not to worry about it and that they would be careful and dig by hand Despite a very good trail of documentation, the company seems disturbed that I filed the claim While I would have preferred to communicate directly, I didn't hear back, despite several emails (with replies), for a month The complaint was necessary, and appropriate, to hopefully come to resolution of the issue My understanding is that is one of the roles of the Revdex.com.As far as the ethics of the company, I think the issue, delay, and particularly the unreasonable response speak for themselves.
Regards,
*** ***
The reason I am rejecting the business response is because Mill's Fencing hired a contracted crew who did substandard work for me I hired them to do two fences A small fence in front of my driveway and a "long fence" on the side of my yard I thought I hired a professional company that would do professional work As stated in my contract, "All work to be completed in a workmanlike manner according to standard practices" The fence they completed on my side yard was not done to standard practices When the Mill's representative came out and looked at it he said, "I am so sorry" He then had a professional crew come out and the smaller fence; but the side yard fence is not a professional job and I think it is unjust to merely give me $*** reduction I went through a lot to get the fence finished with the contracted crew It took them four days and they did damage to my driveway, front yard, and broke a solar light In lieu of all of this I expected this company to give me a fair reduction I would hope that Mill's would reimburse me at the very least $*** as I have now paid this company in full, and bring the price down on the long fence as it is not a standard fence I am not optimistic as the Mill's representative told me on the phone when we last spoke, "I doubt they (Mill's) will do anything since you called the Revdex.com."
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Good Afternoon,Mills fence has honored the request of the customer. When we originally installed this project we upgraded the gate to a 4'x4'. We spoke with [redacted] who was satisfied with the project. Currently we changed the gate as requested. The gate was fabricated in our shop 3.5 x 4'. This is the gate that was installed on yesterday (8/8/2017) along with a new terminal as we had to change this to accommodate the smaller gate. The job has been installed per the signed contract and meets industry standards. The customer has used this forum to correspond with us rather than speak with us directly. If the [redacted]'s still have concerns they can call us directly and we will address them. Thanks Mills Fence Company
We installed Ms. [redacted]’s fence per the proposal. We installed a 4’ foot gate at no additional charge, but if she would rather have a 3 ½’ gate, we would be happy to decrease the size of it. We certainly did not ignore Ms. [redacted]’s e-mail but unfortunately, we learned that she had sent the...
e-mail to [redacted], our online payment service. We do not receive e-mails via this service. Tell us why here...
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.1. The email enclosed was sent to the wrong email address. I did not receive this email. 2. The quality of the railing is not an issue. The time needed to special order the railing wasn't an issue either. I had already waited 3 months from measurement to installation. I decided to go a head even though it would be months because I liked the look of the railing. 3. The issue is their customer service. If the company had replied to my call on 12/23 saying their was a misunderstanding or error during the measurement I would have understood. I had no issue with waiting more time and I probably would have paid to add the missing railing. It was the fact that it took 6 weeks to even get an acknowledgement regardless of the multiple emails and phone calls. When they finally acknowledged me, they were rude and dismissive. I spent over 40 minutes on the phone being transferred between departments on 1/28. I was told that this was taken care of and made to feel like an it and then transferred to someone else who asked again why I was calling. After reading their responses to other complaints on Revdex.com, I have no expectation of any sort of acceptance or acknowledgement of their fault. I'm just disappointed. I will definitely make sure to warn others before they enter into business with this company.
Regards,
[redacted]
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.
On Wed, Aug 9, 2017 at 4:46 PM, [redacted] <e[redacted]> wrote:Lynne,Here is an update on our complaint. Mill's Fencing did not contact us at all about this complaint.They also did not replace the gate with a 3.5 foot gate as per our original quote.Yesterday, August 8, they came to the house on [redacted], did not replace the gate, or turn it around,instead they spray painted in silver, the blue number 4 on the top of the gate so that we would think it had been changed.This is their customer service, or lack there is of it?We will never us them again or refer them to anyone we know!Thank you,[redacted] and [redacted]
We strongly feel as though we have provided Ms. [redacted] with an outstanding fence along with outstanding service and professionalism. She state that the gates were ordered with the fence when she knows that is simply not true. In fact, her contract implicitly states...
that Mills Fence Company will set the gate posts first to determine the actual gate opening and then order the gate and install it in approximately 3 weeks. However, we wanted to provide her with the best customer service so we installed a temporary gate for her until her custom gate arrived. She also states that she has no gates when she does have gates and we met our projected timeline for installation. In fact, her husband walked over the job with our installer and was very happy with both the fence and gates. Finally, she states she didn't receive communication when that is simply not true. In fact, we spoke with her at least (3) times regarding the order status of her gates and her Crew leader spoke with her directly at the job site. Therefore, Mills Fence Company feels that we have done everything in our power to accommodate her needs along with providing her with an excellent product. Sincerely, Mills Fence Company
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.There was never a question of liking the railing or of the quality, it was always about their horrible customer service. I have paid for the railing because I'm tired of dealing with their rude and dismissive behavior. It's not worth the continued fight, but I want to make clear that my issue was with their customer service. Potential buyers should beware. DO NOT trust anything said to you by the measures or installers! You will be told one thing and given another. Make sure to check everything before signing! And if there's a problem...good luck. You are in store for the worst customer service experience in your life!
Regards,
[redacted]
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.
Mills Fence Company has not addressed my problem with my large fence that was built by them. I had no other choice then to report them to the Revdex.com because they will not budge on their fee reduction other than $[redacted]. I paid $[redacted] after this small reduction and the fence completed is a amateur job. Mills last response was that "they would be happy to display photos of it as it is a beautiful fence." I would be thrilled if they would too but I seriously doubt they would as it would incriminate their business. The fence in question is not straight across at the top; it has a dip. There are gaps between the boards; some wider in some places. The contracted crew who put up this fence broke a solar light, put big tire tracks in my front yard and spilled concrete on my drive way. Mills came back and got a lot of the concrete off my drive and redid my small fence which I am happy with. But the bigger fence was not taken care of other than pulling out protruding nails. I thought Mills would give me a fair deal and the experience with Mills Fence Company has been frustrating. As stated in my contract with them, " All work to be completed in a workmanlike manner according to standard practices," should be removed from their contracts as this is not honesty.
Regards,
[redacted]
Ms. [redacted] received and accepted the attached handrail layout. We have enclosed the original email (see below) with the layout which was sent to Ms. [redacted] on 9/19/2016. However, she did not care for the design of the original handrail that she had accepted once it was installed....
Therefore, since we value customer satisfaction, we ordered her a different style of handrail free of charge and will install it for her at no additional charge. The special ordered handrail takes (3) weeks to arrive. In the meantime, she still has a beautiful, functioning handrail for her use. She requested an additional 20% discount for her wait of the special ordered handrail. However, we installed the handrail that she originally ordered. Therefore, we are ordering the new material and providing the additional labor as a courtesy and will not be providing any discount. From: [redacted] Sent: Monday, September 19, 2016 7:07 AM To: [redacted] Subject: Mills Fence proposal for [redacted] [redacted], Thank you for the opportunity to meet with you and discuss your fencing needs. Attached is the Mills Fence proposal and fence layout for your review and consideration. If you decide to go forward with it, please sign and send a copy of the approved proposal to me, through e-mail (scanned), fax or regular mail. I look forward to hearing from you. Thanks. [redacted]Mills Fence Company 6315 Wiehe Road Cincinnati, OH 45237[redacted]
[redacted]
[redacted]
[redacted] [redacted]
[redacted] Celebrating over 40 years of service!
Response to # 3 of the complaint:There was no error regarding the measurement of the handrail. The customer simply did not care for the handrail and we ordered her a new handrail as a courtesy, free of charge. We feel that this courtesy reflected excellent customer service which has been a trademark of our company for over 47 years.The new handrail is installed and the customer seems to be very happy with it.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] The gate looks fine. They did fix the gate, I saw myself in person, today.We have no other issues with Mills Fence Company.Thank you for your assistance in this matter.Poor communication from both sides. [redacted]
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***We would like the foot gate installed as per the quote and not backwards.I e mailed elizabeth enyart and received no response a couple of times
We completed everything on Ms***'s estimate to the highest of industry standards and we even installed for her an extra post and additional feet of new chain Link as a courtesyWe do not think that this complaint should be on our experience as the desired settlement request of the customer
is to complete the jobHowever, it has been thoroughly completed per the signed contract of the customer and insurance claim request.As Ms *** states, this was an insurance claim and we completed all of the estimated claim workThe corner and side fence were not part of the original insurance claim estimateWe would be happy to give her an estimate on these two other locations, but we obviously cannot add them as part of her insurance claim when they were clearly not part of her original insurance claim estimate.Also, in terms of her wait this Summer for an installation, we were very forthright with customers in telling them that there would be a wait for an installation due to our volume of work along with the fact that Summertime is the height of the fencing season Sincerely, Mills Fence Company
From: *** *** Date: Mon, Jul 31, at 8:PMSubject: Re: ATTENTION NEEDED: You have a new message from the Revdex.com serving CincinnatiTo: Revdex.com I do not feel that this complaint should be closed until Mills fencing completes this jobby installing the correct gate, the right way.When will thy complete this?Thank you,*** ***
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a
close, we would like to know your view on the matter.]
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** I have attached several emails above I realize I signed the "standard" contract However, these emails document our additional agreement to repair the sprinkler if it was damaged (see the one dated 2/3), responsibility for the damage, an attempt to repair, that an exception was made, as well as that I have been patient getting this taken care of I find the premise that they could come be paid to do a job and be able to damage my property to be a nonstarter, and hired them only because Kyle agreed to repair the sprinkler Another company was willing to do the sameMy wife and I recall they were in a rush to install the fence due to a break in the snow in a slow time of the year I had arranged to have the sprinklers marked (using air due to the freezing temperatures) As an aside they hit aline and not the head, so I don't know if that would have prevented the problem I did speak with Kyle expressing my concerns but was reassured that they would take care of damage, dig by hand, and that it would be OK Therefore, they went ahead knowing the system was not marked, fully aware of our agreement As far as putting this under warranties, I realize it is not a problem with a warranty on the fence itself I put it there as it was an assurance regarding the sprinkler in connection with our contract on the fence Regardless of how you categorize it, I was informed, in order to get my business, that sprinkler damage would be repairedIt was not adequately repaired, and now that payment has been made, they are refusing to take care of it
September 16, 2015Revdex.comE, 4th, Suite 600Cincinnati, OH 45202Re: ID ***To: Mr*** ***As evidenced by the enclosed contract which *** *** signed and accepted, Mills Fence Company is not responsible for underground sprinkler systemsThese systems are private utilities
which must be marked by the homeownerThis is an industry standard condition which Mills Fence Company conveyed to both *** and *** ***However, *** *** insisted to our installation coordinator that she wanted Mills Fence Company to perform the installation even without them having their sprinkler systern markedShe claimed that she did not want to wait the time that it would take for them to have their private utility sprinkler system marked.In conclusion, Mills Fence Company is not responsible for private utilities as stated and agreed upon through the signature acceptance of *** ***Furthermore, we do not think that this issue falls under any of the Revdex.com complaint categoriesMr*** states in his Revdex.com letter that this is a “Guarantee or Warranty issue"However, in reality, it is neither issue as we do not guarantee or warranty private, underground sprinkler systems as stated in our contract.Sincerely,Mills Fence Company
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Instead of coming together toward a resolution, the responses are getting even more ridiculousIt is as if the respondent didn't actually read what was documented in the emails It is hardly dishonest when there is written documentation of the essence of your complaint To keep it simple (see emails in my last response for documentation):1) We were assured damage to the sprinkler would be fixed I would not have hired any business that refused to share the risks, and another WAS actually willingI made sure I had that understanding in writing before agreeing to proceed with the fence.2.) The company accepted that they were responsible3.) At least an attempt was made to fix it I don''t think it is a coincidence that this was only before I paid for the job. 4.) The repair was not adequate and there is a leak to the surface at that site It is PVC pipe and there was no reason it would be again damagedAs far as the other issues with the sprinkler they were that the system did not get turned until late spring and when turned on there was a faulty valve UPSTREAM of the damage which didn't get fixed until June or July ( I have documentation of that too) This would actually decrease the flow to the area, and would therefore not be expected to break any full repair.I put it under warranty issues because it was an assurance of a particular in connection with a contract, which actually describes a warranty No, it is not a warranty on the materials on the fence itself As far as any haste to get the fence put in, our recollection is that it was a break in the snow at off peak for the company Regardless, I had arrangements made to have the fence marked, but I spoke to Kyle the evening before, who told me not to worry about it and that they would be careful and dig by hand Despite a very good trail of documentation, the company seems disturbed that I filed the claim While I would have preferred to communicate directly, I didn't hear back, despite several emails (with replies), for a month The complaint was necessary, and appropriate, to hopefully come to resolution of the issue My understanding is that is one of the roles of the Revdex.com.As far as the ethics of the company, I think the issue, delay, and particularly the unreasonable response speak for themselves.
Regards,
*** ***
The reason I am rejecting the business response is because Mill's Fencing hired a contracted crew who did substandard work for me I hired them to do two fences A small fence in front of my driveway and a "long fence" on the side of my yard I thought I hired a professional company that would do professional work As stated in my contract, "All work to be completed in a workmanlike manner according to standard practices" The fence they completed on my side yard was not done to standard practices When the Mill's representative came out and looked at it he said, "I am so sorry" He then had a professional crew come out and the smaller fence; but the side yard fence is not a professional job and I think it is unjust to merely give me $*** reduction I went through a lot to get the fence finished with the contracted crew It took them four days and they did damage to my driveway, front yard, and broke a solar light In lieu of all of this I expected this company to give me a fair reduction I would hope that Mill's would reimburse me at the very least $*** as I have now paid this company in full, and bring the price down on the long fence as it is not a standard fence I am not optimistic as the Mill's representative told me on the phone when we last spoke, "I doubt they (Mill's) will do anything since you called the Revdex.com."
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Good Afternoon,Mills fence has honored the request of the customer. When we originally installed this project we upgraded the gate to a 4'x4'. We spoke with [redacted] who was satisfied with the project. Currently we changed the gate as requested. The gate was fabricated in our shop 3.5 x 4'. This is the gate that was installed on yesterday (8/8/2017) along with a new terminal as we had to change this to accommodate the smaller gate. The job has been installed per the signed contract and meets industry standards. The customer has used this forum to correspond with us rather than speak with us directly. If the [redacted]'s still have concerns they can call us directly and we will address them. Thanks Mills Fence Company
We installed Ms. [redacted]’s fence per the proposal. We installed a 4’ foot gate at no additional charge, but if she would rather have a 3 ½’ gate, we would be happy to decrease the size of it. We certainly did not ignore Ms. [redacted]’s e-mail but unfortunately, we learned that she had sent the...
e-mail to [redacted], our online payment service. We do not receive e-mails via this service. Tell us why here...
Revdex.com:
t and then transferred to someone else who asked again why I was calling. After reading their responses to other complaints on Revdex.com, I have no expectation of any sort of acceptance or acknowledgement of their fault. I'm just disappointed. I will definitely make sure to warn others before they enter into business with this company.
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.1. The email enclosed was sent to the wrong email address. I did not receive this email. 2. The quality of the railing is not an issue. The time needed to special order the railing wasn't an issue either. I had already waited 3 months from measurement to installation. I decided to go a head even though it would be months because I liked the look of the railing. 3. The issue is their customer service. If the company had replied to my call on 12/23 saying their was a misunderstanding or error during the measurement I would have understood. I had no issue with waiting more time and I probably would have paid to add the missing railing. It was the fact that it took 6 weeks to even get an acknowledgement regardless of the multiple emails and phone calls. When they finally acknowledged me, they were rude and dismissive. I spent over 40 minutes on the phone being transferred between departments on 1/28. I was told that this was taken care of and made to feel like an i
Regards,
[redacted]
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.
On Wed, Aug 9, 2017 at 4:46 PM, [redacted] <e[redacted]> wrote:Lynne,Here is an update on our complaint. Mill's Fencing did not contact us at all about this complaint.They also did not replace the gate with a 3.5 foot gate as per our original quote.Yesterday, August 8, they came to the house on [redacted], did not replace the gate, or turn it around,instead they spray painted in silver, the blue number 4 on the top of the gate so that we would think it had been changed.This is their customer service, or lack there is of it?We will never us them again or refer them to anyone we know!Thank you,[redacted] and [redacted]
We strongly feel as though we have provided Ms. [redacted] with an outstanding fence along with outstanding service and professionalism. She state that the gates were ordered with the fence when she knows that is simply not true. In fact, her contract implicitly states...
that Mills Fence Company will set the gate posts first to determine the actual gate opening and then order the gate and install it in approximately 3 weeks. However, we wanted to provide her with the best customer service so we installed a temporary gate for her until her custom gate arrived. She also states that she has no gates when she does have gates and we met our projected timeline for installation. In fact, her husband walked over the job with our installer and was very happy with both the fence and gates. Finally, she states she didn't receive communication when that is simply not true. In fact, we spoke with her at least (3) times regarding the order status of her gates and her Crew leader spoke with her directly at the job site. Therefore, Mills Fence Company feels that we have done everything in our power to accommodate her needs along with providing her with an excellent product. Sincerely, Mills Fence Company
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.There was never a question of liking the railing or of the quality, it was always about their horrible customer service. I have paid for the railing because I'm tired of dealing with their rude and dismissive behavior. It's not worth the continued fight, but I want to make clear that my issue was with their customer service. Potential buyers should beware. DO NOT trust anything said to you by the measures or installers! You will be told one thing and given another. Make sure to check everything before signing! And if there's a problem...good luck. You are in store for the worst customer service experience in your life!
Regards,
[redacted]
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.
Mills Fence Company has not addressed my problem with my large fence that was built by them. I had no other choice then to report them to the Revdex.com because they will not budge on their fee reduction other than $[redacted]. I paid $[redacted] after this small reduction and the fence completed is a amateur job. Mills last response was that "they would be happy to display photos of it as it is a beautiful fence." I would be thrilled if they would too but I seriously doubt they would as it would incriminate their business. The fence in question is not straight across at the top; it has a dip. There are gaps between the boards; some wider in some places. The contracted crew who put up this fence broke a solar light, put big tire tracks in my front yard and spilled concrete on my drive way. Mills came back and got a lot of the concrete off my drive and redid my small fence which I am happy with. But the bigger fence was not taken care of other than pulling out protruding nails. I thought Mills would give me a fair deal and the experience with Mills Fence Company has been frustrating. As stated in my contract with them, " All work to be completed in a workmanlike manner according to standard practices," should be removed from their contracts as this is not honesty.
Regards,
[redacted]
Ms. [redacted] received and accepted the attached handrail layout. We have enclosed the original email (see below) with the layout which was sent to Ms. [redacted] on 9/19/2016. However, she did not care for the design of the original handrail that she had accepted once it was installed....
Therefore, since we value customer satisfaction, we ordered her a different style of handrail free of charge and will install it for her at no additional charge. The special ordered handrail takes (3) weeks to arrive. In the meantime, she still has a beautiful, functioning handrail for her use. She requested an additional 20% discount for her wait of the special ordered handrail. However, we installed the handrail that she originally ordered. Therefore, we are ordering the new material and providing the additional labor as a courtesy and will not be providing any discount. From: [redacted] Sent: Monday, September 19, 2016 7:07 AM To: [redacted] Subject: Mills Fence proposal for [redacted] [redacted], Thank you for the opportunity to meet with you and discuss your fencing needs. Attached is the Mills Fence proposal and fence layout for your review and consideration. If you decide to go forward with it, please sign and send a copy of the approved proposal to me, through e-mail (scanned), fax or regular mail. I look forward to hearing from you. Thanks. [redacted]Mills Fence Company 6315 Wiehe Road Cincinnati, OH 45237[redacted]
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[redacted] Celebrating over 40 years of service!
Response to # 3 of the complaint:There was no error regarding the measurement of the handrail. The customer simply did not care for the handrail and we ordered her a new handrail as a courtesy, free of charge. We feel that this courtesy reflected excellent customer service which has been a trademark of our company for over 47 years.The new handrail is installed and the customer seems to be very happy with it.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] The gate looks fine. They did fix the gate, I saw myself in person, today.We have no other issues with Mills Fence Company.Thank you for your assistance in this matter.Poor communication from both sides. [redacted]