Cornerstone Fencing

We installed an automatic entry gate for Ms. in 2014. In a follow up call to Ms. a couple of months after the installation, she advised that she was pleased with her purchase and the service she had received. On September 14 2015, Ms. contacted our office and informed us that she was the daughter of Ms.. She stated that the remote to the gate was not working and she needed to get it fixed. We advised Ms. that the cost of a service call is $145 plus the cost of parts and she agreed. On this day, we happened to have a technician already in the area on another job so we were able to squeeze her in the same day. Same day appointments are extremely rare, as they are with most companies; but due to it being the slow season and sheer luck, we were able to accommodate her. The technician arrived at Ms.’s residence and inspected the gate. He found that the remote had dead batteries, which was the cause of the gate not working properly. The technician advised Ms. of the issue and she demanded he give her batteries. The technician informed her that he does not carry batteries with him. She became agitated and went into the house and retrieved batteries. The technician installed the new batteries into the remote and the gate worked perfectly. The technician requested payment from Ms. and she refused. Ms. stated that she should not have to pay because it was only batteries and the technician wasn’t there for very long. The technician advised that the cost of a service call is the same, regardless of the duration of the call or the service provided. Ms. started shouting and became verbally abusive to the technician. The technician contacted the office and spoke with a supervisor in order to get further direction. While on the call, the supervisor could hear Ms. shouting obscenities and threats in the background. The supervisor instructed the technician to leave the residence without payment out of fear for his safety.A couple of weeks later, an office employee placed a call to Ms. and left a message requesting payment for the service call. Shortly after, Ms. contacted the office and was shouting obscenities and threats at the employee; stating they would never pay for the service call and disconnected the call. About a half hour later, Ms. contacted the office and apologized on behalf of her daughter for her behavior. She stated she would be mailing a check for the service call. We advised that we appreciated her call and that her apology was unnecessary; however, if she was going to continue to allow her daughter to handle her affairs, we could no longer work with her as we did not feel it was safe for our technicians. She stated she understood and the call ended amicably. To date, we have not received payment for the service call on 9/14/15. On July 14 2017, Ms. contacted our office and spoke with the office manager. She stated that she was having issues with her gate and would like to schedule a service call. She stated she was having surgery the following week and needed it fixed before then. The office manager apologized and informed her that we would unfortunately not be able to accommodate a service call that soon due to it being the height of the busy season. He advised her that the next available service appointment was approximately 3 weeks out. He advised that he would be happy to provide her with some names of some other reputable gate companies in the area that may have a sooner appointment available, if she would like. She agreed and he provided her with the information. Soon after, Ms. contacted the office and spoke with the same office manager. She was shouting and demanding a same day service appointment. The office manager again stated that they would not be able to accommodate a same day service call and that the next availability was 3 weeks out. Ms. started shouting obscenities and stating that her mother was having surgery and therefore deserves a same day appointment. He apologized for her mother’s surgery and again stated that there was no availability. She began accusing him of not caring about her mother’s surgery and he insisted this was not the case. He offered to provide the contact info for other gate companies in the area who may be able to assist and she refused. She then demanded to speak to a manager. He informed her that he was the manager. She then demanded to speak to the owner. He informed her that the owner was out of the country at the moment. Ms. began to shout obscenities and was threatening to leave bad reviews and contact the Revdex.com. He advised that she should do whatever she felt was necessary but it would not change the outcome of the appointment availability. She called him an obscene name and disconnected the call. Approximately an hour later, Ms. contacted the office and left a message on the main office voicemail. She was again apologizing for her daughter’s behavior. Her call was not returned. Considering the severity of the events that have led up to this point, we have made the decision that we are no longer able to conduct business with both Ms. and Ms.. We will write off the unpaid service call for Ms. on 9/14/15. While we recognize that Ms. is merely an innocent bystander in this case; the safety of our employees is our highest priority and Ms. is involved in all of Ms.’s affairs. We wish them both the very best in future endeavors.