Deck & Fence Services LLC

Tell us why hereBased on our conversation with the customer, I agreed to install metal reinforcement not only in the bottom rail but also in the top rail at zero cost to the customerNot to mention I agreed to install additional inserts in line posts The statement about maximum reinforcement is not stated anywhere on the contract and per industry standard bottom rail is usually the only reinforcement suppliedThe manufacturer offers a lifetime warranty based on these specs and the additional metal installed was an attempt to keep the customer satisfied We discussed at length what we as a company were willing to do and both parties agreed In order to keep the job moving I installed c channel style galvanized steel inserts anchored into concrete that does reinforce each post The reason for getting off the phone after I explained the material used was to correct the installation issue of placing the inserts down into concrete I place a high regard in service for all of my customers and feel that the additional $in metal more than suffices as a maximum reinforced fence as described The fence still maintained a full warranty and as far as bait and switch this could not be further from the truth We will not honor any further discounts and feel more than confident that the customer received a superior product compared to all other bidders that customer had received bids from

I no longer want company to come out to repair the fence at my home I am having another business come out to fix my fence

We are very sorry about the drop in communication with the customer, it was an unfortunate error on our part that we will certainly work to improve onIn regards to
the cost of the repair being paid up front, that is a procedure we ask of all of our repair customers since they are put on the schedule ahead of other new jobs that are already on the schedule, rather than to the end of the scheduleAdditionally, with the time frame of weeks, it is procedure to give a to 4-week time frame depending on the repair to allow for material to be ordered if necessary, and to put the repair on the schedule for a day when a crew or the superintendent can get out, or are already near the areaWe do try to work with our customers to get repairs addressed as soon as possible, especially when it involves a situation with pets or safety concern, however we do get a fair amount of repair calls particularly if there has been inclement weather, and do need to work all of them into the schedule as quickly as possible, which can result in the 2-week lead time for a repair to be completedWe would be more than happy to schedule a time for the repair for her, if she would like to call the office

Initial Business Response /* (1000, 5, 2015/11/17) */
9/18/- Had appointment with customer between 12pm and 1pm to confirm scope of work and to receive signed work order from customerArrived to appointment at 12:pm, no one was homeContacted the office to make awareOffice called
customer and received no answerWent ahead with site visit and confirmed wind damageFound materials from fence stored on back patio, inventoried materials, and took pictures of material and wind damageLeft customers home at 1:15pm, total time on site was minutes with no customer contact
9/19/- Spoke with customer via phone and explained the situationMade arrangement with customer to scan and email work order to themOnce scope of work was agreed upon, then customer was to sign and email work order back to usOnce we had signed work order we would put them on the schedule and take care of their concerns
9/26/- No response from customerCalled to follow up with customer to inform that email was sent and once signed we would put them on the scheduleCustomer stated there were things missing from work order that they wanted addressedTold customer we would revise work order and send it backCustomer good
9/29/- Called customer to inform that revised work order had been sent and once signed and returned we would scheduleCustomer good
Never received signed work order or any correspondence after two follow up emails and phone calls when last work order was sentThis is the only reply that we've received in over yearNo one has attempted to contact our officeWe would be more than happy to schedule a follow up with customerThey can contact our office at XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2014/09/25) */
Deck & Fence Services strives to achieve complete customer satisfactionWe made several attempts to fulfill customers concerns, unfortunately when certain items are out of our control we end up taking the brunt
Deck & Fence Services
has been to customers home on three separate occasions to repair customers concerns
#1) As far as concrete dry set, this is temporary until all post are set and then holes are wet and mixed in holeBased on ground saturation and moisture content the dry set and mix in hole allows for proper adjustmentWe have photos of the concrete pods on site to confirm proper setting of concreteSoil conditions, ground saturation, and abuse to fence may cause pier and ground connection to weakenWe have been out to reset several pods per customer request, reset gate, and address the tension rod that was cut down to size not broken.(Tension rod is fiberglass and when cut exposes fiberglass) however after several weeks customer addresses other areas of concern
#2) The flaking or chipping of vinyl coating on chain link fence was viewed by not only Deck & Fence, but also by the manufacturer and concurs that the fence was installed properly and that the coating was not caused from a defect in material or improper installationThe oblong shaped mesh and coating being cracked was caused from stress or ababuseBased on random areas of deterioration, and primarily areas on the lower portion of the fence that abuse has occurred and again is not a manufacturing defect
To conclude:
Deck & Fence has performed warranty work for customer and is not responsible for environmental conditions that installed product encountersWe will gladly tear-out and haul existing fence and reinstall a new fence for our customer, assuming customer or outside source pays for all material and labor
Initial Consumer Rebuttal /* (3000, 12, 2014/10/13) */
Please notice that D&F has sidestepped most of the issues raised in the complaint, as they have during construction and other conversations
The chain link was damaged before installation and they refuse to accept this factDamage due to half a season of weed-eating indicates a very poor productTo blame the damage on our dog really shows what kind of company Deck & Fence is
Deck & Fence crews damaged our gate while repairing fence posts- and refuse to acknowledge itThe gate was thrown down onto broken concrete and the tension rods were split when re-attaching the chain linkBolts were damaged and rounded over with paint chipped off everywhereHow is this not an installation or warranty issue? It looks like ***, but apparently that is what they call a good final product
We have e-mails from the time of installation stating that any and all loose fence posts will be repaired or replaced at years time- under warrantyWe agreed to wait, but when we called to have them replaced, they refused to do soDeck & Fence just stated above that it is wear to see these issues, but they guaranteed to fix them in our contractBy refusing to do so, that is a breach of contract
All we require is a safe product that serves its purpose- as they contract clearly statesWe now have a rusting gate, loose posts, and fiberglass shards to clean upThere is not way we will ever do work with this company
Consumer Response /* (-5, 22, 2014/10/28) */
DFS did come out and look at the fence in August, and this is the e-mail from a supervisor named ***:
Hi ***,
Sorry for the delay, I'm updating you with the manufacturers findings on your chain links mesh
I know the rep, *** explained a lot of this when he was out thereHe's denying a manufacturers warranty and he's supporting that the fence was not installed improperlyHe states that the vinyl is breaking off because the "diamond" shape in the mesh appears to be stretched out of its original shape, which he explained while he was thereHe also states that if this had happened during the fabrication process the diamonds would be stretched throughout the entire area of the mesh and not consistently at the bottomI checked the tension on the mesh and didn't find anything abdue to the installation nor did *** He and I had a conversation about it and I asked, if it's not a product failure, and it wasn't installed improperly, then how do these "diamonds" get out of shape? His response was, someone climbing a fence, or possibly an animal, etcKnowing that its not product or installation failure, all we can do at this point when trying to find reasoning is speculateI appreciate your patience***
Please note that the manufacturer states that the fence appears to be not properly installed in the second sentence
We had one more reply from him, and then the company stopped all communication with usThey had a repair crew come to the house to fix the gate posts (just after this e-mail), and during that time they actually did more damage than good, and left it in that conditionThey never came back to inspect that work and refused to take any calls from usAs it stands, the gate no longer opens due to the damage and re-installation
What other information do you need?
Thank you for your time
***
Consumer Response /* (3000, 26, 2014/10/28) */
They have not addressed the gate issueAs you can see by my rebuttal they damaged my fenceI would like for them to return to fix it at their cost or give me a refund so I may hire another company to repair
Business Response /* (4000, 28, 2014/11/05) */
In response to the attached email from the customer he states that the 2nd sentence states that the fence seems to be not properly installedPlease re-read that e-mailIt is further proof as to what we have been saying all alongIt says "He's denying a manufacturers warranty and he's supporting that the fence was NOT installed IMPROPERLY"Meaning it was properly installedAs far as the customer stating that we damaged his gate, we are denying this as wellCustomer states that the gate was thrown down onto broken concreteThe installer that did this repair has been doing this 10+ yearsIt was not throw it down on broken concreteIf the customer witnessed this he in fact never once brought this to our attention, if he did not see this happen then he is just making a allegationWe did satisfactory repair work per our warranty agreementWe are not responsible for misuse or abuse from the homeownerDeck and Fence is denying this claim as well

We are very sorry about the drop in communication with the customer, it was an unfortunate error on our part that we will certainly work to improve onIn
regards to the cost of the repair being paid up front, that is a procedure we ask of all of our repair customers since they are put on the schedule ahead of other new jobs that are already on the schedule, rather than to the end of the scheduleAdditionally, with the time frame of weeks, it is procedure to give a to 4-week time frame depending on the repair to allow for material to be ordered if necessary, and to put the repair on the schedule for a day when a crew or the superintendent can get out, or are already near the areaWe do try to work with our customers to get repairs addressed as soon as possible, especially when it involves a situation with pets or safety concern, however we do get a fair amount of repair calls particularly if there has been inclement weather, and do need to work all of them into the schedule as quickly as possible, which can result in the 2-week lead time for a repair to be completedWe would be more than happy to schedule a time for the repair for her, if she would like to call the office

I scheduled an appointment with this company and Jason Kell came to my house on April 25, He was running late but did call to notify meHe arrived at my house and we discussed the work (screen room) that we wanted to have doneJason took notes, pictures and measurementsJason stated he would have a quote to us within a couple of daysTo this date (May 28, 2016) we have not heard back from Jason or anyone else at Deck & Fence ServicesI called the company a few days ago just to make sure Jason had not suffered any emergency or anythingThe person who answered the phone, stated that Jason was fine and was actively workingI don't understand while a business would waste my time AND theirsI definitely would not do business with this company

Initial Business Response /* (1000, 5, 2015/11/17) */
9/18/14 - Had appointment with customer between 12pm and 1pm to confirm scope of work and to receive signed work order from customer. Arrived to appointment at 12:30 pm, no one was home. Contacted the office to make aware. Office called customer...

and received no answer. Went ahead with site visit and confirmed wind damage. Found materials from fence stored on back patio, inventoried materials, and took pictures of material and wind damage. Left customers home at 1:15pm, total time on site was 45 minutes with no customer contact.
9/19/14 - Spoke with customer via phone and explained the situation. Made arrangement with customer to scan and email work order to them. Once scope of work was agreed upon, then customer was to sign and email work order back to us. Once we had signed work order we would put them on the schedule and take care of their concerns.
9/26/14 - No response from customer. Called to follow up with customer to inform that email was sent and once signed we would put them on the schedule. Customer stated there were things missing from work order that they wanted addressed. Told customer we would revise work order and send it back. Customer good.
9/29/14 - Called customer to inform that revised work order had been sent and once signed and returned we would schedule. Customer good.
Never received signed work order or any correspondence after two follow up emails and phone calls when last work order was sent. This is the only reply that we've received in over 1 year. No one has attempted to contact our office. We would be more than happy to schedule a follow up with customer. They can contact our office at XXX-XXX-XXXX.

I no longer want company to come out to repair the fence at my home.   I am having another business come out to fix my fence.

Tell us why here... Based on our conversation with the customer, I agreed to install metal reinforcement not only in the bottom rail but also in the top rail...

at zero cost to the customer. Not to mention I agreed to install 4 additional inserts in line posts.  The statement about maximum reinforcement is not stated anywhere on the contract and per industry standard bottom rail is usually the only reinforcement supplied. The manufacturer offers a lifetime warranty based on these specs and the additional metal installed was an attempt to keep the customer satisfied.  We discussed at length what we as a company were willing to do and both parties agreed.  In order to keep the job moving I installed 2 c channel style galvanized steel inserts anchored into concrete that does reinforce each post.  The reason for getting off the phone after I explained the material used was to correct the installation issue of placing the inserts down into concrete.  I place a high regard in service for all of my customers and feel that the additional $800 in metal more than suffices as a maximum reinforced fence as described.  The fence still maintained a full warranty and as far as bait and switch this could not be further from the truth.  We will not honor any further discounts and feel more than confident that the customer received a superior product compared to all other bidders that customer had received bids from.

Tell us why here... Based on our conversation with the customer, I agreed to install metal reinforcement not only in the bottom rail but also in the top rail at zero cost to the customer. Not to mention I agreed to install 4 additional inserts in line posts.  The statement about maximum...

reinforcement is not stated anywhere on the contract and per industry standard bottom rail is usually the only reinforcement supplied. The manufacturer offers a lifetime warranty based on these specs and the additional metal installed was an attempt to keep the customer satisfied.  We discussed at length what we as a company were willing to do and both parties agreed.  In order to keep the job moving I installed 2 c channel style galvanized steel inserts anchored into concrete that does reinforce each post.  The reason for getting off the phone after I explained the material used was to correct the installation issue of placing the inserts down into concrete.  I place a high regard in service for all of my customers and feel that the additional $800 in metal more than suffices as a maximum reinforced fence as described.  The fence still maintained a full warranty and as far as bait and switch this could not be further from the truth.  We will not honor any further discounts and feel more than confident that the customer received a superior product compared to all other bidders that customer had received bids from.