Chesterfield Fence & Deck Co Inc

We have pro actively addressed all concerns with our client and have also performed the necessary repairs to the deck surface Since this matter stems from the manufacturer, (***) we have also contacted the manufacturer on behalf of the client and addressed the concerns and requested that a
representative review the deck surface for their commentary in effort to achieve full confidence with our client

Prior to the above claim, our team was in the process of assessing the customer's concerns and was in communication with him to remedy the concerns surrounding the deck project We quickly reviewed all of the client's concerns regarding the deck and drafted a punch list to correct all of the
items on the listShortly thereafter, a construction crew along with an on-site supervisor were sent to the jobsite and all work was completed to the client's approval Upon review of the permit, the deck did in fact pass all inspections as per municipal requirementsWe are also issuing a credit for the change on the railing style made by the client

The claimant directed the placement of the fence and the staff installed the fence as per the direction of the homeowner. Subsequent to the completion of the fence, a neighbor stated that the fence is encroaching onto their property and has requested that the fence be moved so as to correct
the encroachment. The claimant directed us to move the fence, however, due to our best determination the new location will also create an encroachment issue on a neighboring property. The client has refused and refuses to obtain a boundary survey for the re-installation of the fence. Please refer to the attached contractual agreement where the claimant has agreed both by signature and initialing the exact location on said agreement where it explains that Chesterfield Fence and Deck Company assumes no liability for the location of the fence nor are we obligated on the agreement that our organization would obtain a survey and thus the sole liability of the aforementioned rests with the claimant

Final Consumer Response /* (2000, 7, 2015/07/23) */
*** from Chesterfield Fence & Deck replied immediatelyThey have resolved the issue and this complaint can be closed

See attached

All that was sent to client was an invoice, lien waiver document and warranty cards that are applicable to and cover the materials and labor for his project There was no threatening letter There has been no high pressure or hard ball Our organization proactively tried to remedy expeditiously all customer concerns as they were presented The crew was interviewed and refutes said accusations to which we have never had a complaint of this nature (not that we did not still counsel them on the complaint) directed at the installation crew that has been under our employment for almost three (3) years In my professional opinion, it is never acceptable for someone, be it from our organization (which would be grounds for termination) or a client to ever shout, especially with profanity towards another person This entire situation has been so contentious that representatives of Chesterfield Fence and Deck have been reticent to: a) even send a final invoice and b)make further calls to the customer for fear of further verbal abuseIt was recently directed the invoice be sent, as we are entitled to 100% of the amount due per the terms and conditions of the contractual agreement (sent in previous response) to which the client agreed, signed and initialed all of the required spaces and all work was completed per said agreement

Complaint: [redacted]
I am rejecting this response because:
Chesterfield fence on several occasions offered a discount and sent their customer service  representative ([redacted]) to assure me that the work would be completed in a timely manor and that because the installer destroyed the drain which was set in concrete that they would “take care of it.”  Months later after losing losing my lawn because of the major excavation that had to take place because of the severed drainage system Chesterfield fence called to tell me they would be out to finish the job. Again they didn’t show up or even bother to call. A few months later the sent out a crew who completed  a portion of the remaining work. Later still a crew arrived unannounced to complete the work. The production manager called to inform me that he was sending an invoice. I replied that I would split the remaining balance with Chesterfield fence he then said he would deduct $1000. I requested that before I agreed to these terms, I would like to speak with his manager whom he said was responsible for making decisions. He agreed and I anxiously awaited the call. It did not happen. The next week I received a threatening letter included with an invoice for the entire remaining balance. No call, no reduction, just more of the same unresponsive, underhanded, hardball from a company who supposedly has an A rating from the Revdex.com. At ANY point in the months that this unfortunate event occurred, a representative from Chesterfield fence could have called, come by or said something that assured me that they were taking care of it. They did send out [redacted] who said as much but I never once heard from him or Chesterfield Fence again until long after I had excavated my yard and replaced the broken drainage tile. No once did someone say or do anything’s even remotely close to repairing the broken pipe, trust, or relationship.  As for the claim that I was verbally abusive. The installer who arrived at my house ([redacted]) arrived hours late and immediately informed me that his helper called in today because he drank too much the night before. He then commenced to place the fencing materials all over our yard, leaving equipment, trash, and cigarettes everywhere. He walked around smoking and wasting time and after a few hours, left without consolidating his equipment,materials,or the packaging. This was day one and my first impression of Chesterfield Fence. Later that next weekthis same employee who on every occasion and interaction talked to me as though I was entirely unfamiliar with the fence install process in a patronizing, obtuse sort of way that made any communication impossible.  He called to tell me, in his typical patronizing way that he drilled through my drain tile. Again in his bizarre unconcerned way he proceeded to tell me he drilled through the concrete and the pipe three times. The display of unprofessional communication combined with the complete lack of concern were staggering. I enquired, “ how do you drill through something three times and not realize it after doing it once?” His reply was  “well your lucky I told you we did this at all, most guys would have left it and not said anything.”  This was too much. I raised my voice and quipped back, “ so I’m lucky you’ve destroyed my drainage system on the brand new house I just bought two weeks ago? How in the [redacted] is that lucky?” Sensing my escalating frustration he said “ no one talks to me that way.” And off he went. My thought was at the time that surely a company as big as Chesterfield Fence will make this right. After all they were thousands more than their nearest competitor.  The gentleman who called that day essentially told me the same thing the installer did. This happens everyday, your [redacted]. He too, talked over me and never once accepted responsibility for anything his employees did. Against my own better judgment, I went with Chesterfield Fence despite they’re being nearly twice the cost of the nearest competitor because of their Revdex.com rating and their reputation. At this time, now months later I am convinced that this reputation is undeserved. 
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

The claimant is not our customer however, we did as promised walk the fence line and took photographs where the fence was installed.  The area was cleared by someone other than us and we can find no evidence of any damage as part of constructing the fence.  We are happy to send...

photos evidencing our site review of the location referenced by the claimant.  Further, our client signed an agreement stating that we are not responsible for consequential damages of this nature and thus, are of the position that we have no liability, especially since the claimant is not our client.

We attempted to reach out to the client and left a couple of voice mails.  However, we did not receive a response as of today, 8/24/2016.

Complaint: [redacted]
I am rejecting this response because:I have pictures and video of the damages being made by the two installers. I spoke with the two installers at the beginning of the day and they disregarded my request to stay off of the garden bed. As a result of their negligence, property damage occurred. 
Sincerely,
[redacted]

The claimant states that her previous requests have gone ignored however; associates throughout the Chesterfield Fence organization have reached out multiple times in effort to address the client’s concerns.  Further, Chesterfield Fence and Deck Company did in fact offer the client a...

proposal for a vinyl fence and she declined this proposal and opted for the lower-cost natural looking cedar fence.  The sales order that the client signed clearly states that, 'Sellers nor its suppliers warrant natural wood products from discoloration'.  By signing said order, the claimant legally understood this at the time of order for the fence project. The fact is that no ethical company or supplier warrants that a wood product will not discolor or gray, as all wood fences do over time.  The fence that the claimant purchased comes with a 20-year written materials warranty and does not require any maintenance to preserve the useful life of the fence components but again, there is no provision covering weathering. Chesterfield Fence and Deck Company Project Consultants do advise all clients that wood fencing weathers and show prospective customers pictures as to how a wood fence ages.  Chesterfield Fence and Deck quality control associates have inspected and reviewed pictures of this particular cedar fence at the request of the client and find that the fence is performing and aging within the expectations as to how a high quality fence of this age and type is expected to weather in the natural exterior environment.

I contracted with this company on 12/1/2014 to install a fence. I paid $800 down with total of $3467.55.  The project started in May 2015.  They ordered the wrong gate which delayed the project for 1 month.  July 2015 a section of fence was of poor quality and not painted black. ...

Again a delay of 1 month to replace.  I informed them that a section was crooked.  They came to look at and said if they removed and replaced it would cause damage to the concrete and alter the design.  I rejected this idea.  Since then I have water at the gate, powder coating not painted and a crooked section of fence.  They do come back  to look at the issues, but they are not resolved.  They were to give me my warranty paperwork, but that did not arrive until July 8, 2016 along with an invoice of $2667.55.  The warranty is for 5 year labor with Chesterfield Fence and an unlimited lifetime warranty with the manufacturer.  Enclosed was a lien waiver informing me I had not paid my balance.  This is the first invoice I received about an unpaid balance.  I was frustrated with them so I gave up and figured they did to and would not bill me for the balance. I would like for them to void the balance owed as I feel I do not owe them anything.  It took them 1 yr to send me this bill and I am not satisfied with the fence.

We did approve and install a fence for the claimant.  There was an additional amount of material that had to be ordered due to field changes specific to the project, and was thus delayed until the additional materials were received and the project was thus, subsequently...

completed.  Our contract clearly states that we assume no liability for damaged privately owned utilities (see attached) such as sprinkler systems and drainage systems, as we have no way of knowing the exact location of such appurtenances. The client initialed this portion of the agreement acknowledging that he understood and accepted this as part of the agreement to install his fence.  A portion the drainage pipe was in fact damaged, which we offered to repair at no charge as an act of goodwill.  The client became verbally abusive with both our crew and our project manager who were merely trying to please the customer and resolve the issues with the damaged drainage tube.  It was at that time that he stated that he did not want us repairing the drainage tube and would not be paying his final balance.  Since we are not legally responsible, we do not feel that any discount is warranted.

The work is complete