DLC Express Fencing, LLC

Dear Mr***, I want to say first of all that we have bent our back few times to provide you with the best service possibleYou needed a fence subcontractor right away to finish your project at [redacted] in WaipahuWe said okay we'll try the best we can to accommodate you and finish this project right away per your requestWe submitted our original bid last January 6, and completed the job January 08, 2016, you then signed the inspection form and rated us You have signed an original Change Order# dated January 26, and we completed the project February 5, and you had called me and cancelled after it was already installed and said that wasn't what you want to be completed which we didn't understand as the change order was written in detail what work need to be done and it was both executed by both partiesYou claimed we didn't understand what work needed to be done and you weren't paying for that work that was completed To make you happy, we ate the cost and let it goI asked Dennis our Project Manager, what happened and he informed that what was agreed in verbal and in writing should've been what was completedBut since I wanted to make you happy, I asked what work you wanted to be done and we discussed it and agreed verbally and I drafted a revised Change Order# dated February 5, based on our work agreement in detailWe had scheduled this work in February 8, at 8:amI informed you many times that we will not perform any change order work until the change order proposal is executed by both partiesYou promised to sign the change order form no later than Sunday In February 7, at 9:pm, I texted you because we still didn't receive the executed change order, you inform me you can't print it that night and you will send it by 9:am tomorrowSince we are scheduled to work at 8:am, I informed you to send the docs by 7:am before our crew head down to the job siteYou texted me back informing me you can't sign anything but you authorize us to do the workAgain I had informed you in several occassions, we can't do a work without approved change orderYou texted me back stating not to go first thing in the morningWe have scheduled this work and you suddenly changed your mind and you have done this few times to usWe did stand by until 8:am then you texted to go ahead, we were going back and forth about this issue and it was difficult on our end when you keep changing what was agreedWhen Dennis & Ricardo arrived on site, they had informed you that the existing post is crooked and if they weld the post and add it to extend the roofing it will not be straight as the existing post are already crooked to begin with and you informed them it's okay as you need to have that roof extended upWe had completed the project in February 8, at 3:pm and you signed the inspection form and again you rated us You have called our office February 17, @ 9:am and we were all on a staff meetingYou left a message to call you back but I couldn't returned your call right away because I was having a staff meeting.You texted "Need to fix one clasp" I texted you back stating I am currently in a meeting, I will contact Ricardo and Dennis and get back to youYou keep texting me so I texted you back and tried to answer all your text while I was in a meetingI had informed you couple times I will get back to you as I was in a meeting but you were going crazy texting meAfter my meeting I discussed with my Project Manager and Foreman about the work the clasp you were referringThey informed me that the clasp wasn't part of our change order work and we didn't touch that, before the crew remove the roof it was already on the ground and we don't know who left it thereYou insist for us to install it and put it back and I had informed you that we will not perform any work that wasn't part of the change orderYou got out of control, swore at me on text and texted me that I hope I like the complaints and negative reviews coming our wayYou insist for us to do it and again I informed you no we won't as it's not part of our change order agreement We went back and forth on text, after my meeting I checked my email and I seen an long email email from you with some inappropriate statements and stating none of us don't understand EnglishI called you and scheduled a conference meeting at 2:pmWhen we had a conference call, you mentioned again another issue that the post is crooked and it needs to be straighten out and that piece that was there, you'll have your men take care of it and put it back as no one knows who left it thereDennis our Project Manager had informed you that we informed you that this will happen and you said okayAfter the a long talk on our conference call, we all agreed to remedy the issue and we had suggested what work need to be done in order to remedy the crooked post but also informed you that it might not solve the problem as the existing post were already crooked before we even install any additional work on itYou agreed and requested a quote for another change order to do add pipes around itI sent you an email on February to confirm our conversation in our conference meeting and you responded back in February 22, stating you didn't agree againYou will inspect tomorrow and get back to usIn March 7, 2016, I have submitted a drawing Exhibit A as part of the Change Order to avoid misunderstanding You responded, "That's more than you charged me for the gate Please just straighten out the two pipes that are crooked Dennis knows which ones" I asked you to mark from the drawing I have sent you which ones you wanted to add instead to avoid misunderstanding and you didn't want to mark it on the drawing In March 17, at 1:pm, you emailed me asking when will Dennis come out to straighten out the postI informed you that we won't do any work until the Change Order is executed and agreed by both parties I don't really know how to help you but we won't do any work for free anymoreIf you want this work to be completed you need to agree on our price as well as sign the proposed change order and we can proceed on the work requestedIf you don't agree on our price, I suggest hiring another Fence Contractor to complete the projectI hope I had cleared this issueFeel free to contact me during business hours

To Whom It May Concern, I am writing in response to the above complaintsIt is not true that we didn't respond to Mr***'s complaints, please see attached email responsesHe was informed before we signed the contract about the warranties, he also was explained when he signed the final inspection (attached) that the Manufacturer's warranty is separate from Workmanship warranty and he needs to register the machine in order for warranty to take effectMy Project Manager handed over the paper works to him when we installed the machine so he can registerWhen I responded to his email regarding the machine, I informed him to call them first as it's the machine that he was complaining about but I don't know if he even called, instead of calling ***, he decided to call another contractor to fix the machine without informing us then he went to our [redacted] page and wrote an unacceptable comments about our company and our serviceI responded to his [redacted] reviews and tried to resolve the issue but he threatened me that he will see me in court instead and emailed me that I was harrasing him (pls see attached all emails as evidences) I an also provide our responses to his [redacted] review if neededWe don't agree to pay anything he's claiming as he didn't want to resolve the issue with the Manufacturer and with usIt comes with Years Manufacturer's warrantyHis decision to call someone else to fix the machine instead of calling the Manufacturer to fix the machine is unacceptable on our end Should you folks have any questions, please feel free to email or call me Sincerely,Leila C***Business ManagerDLC Express Fencing, LLC

Dear Mr***,I want to say first of all that we have bent our back few times to provide you with the best service possibleYou needed a fence subcontractor right away to finish your project at *** *** *** *** in WaipahuWe said okay we'll try the best we can to accommodate you
and finish this project right away per your requestWe submitted our original bid last January 6, and completed the job January 08, 2016, you then signed the inspection form and rated us 10.You have signed an original Change Order# dated January 26, and we completed the project February 5, and you had called me and cancelled after it was already installed and said that wasn't what you want to be completed which we didn't understand as the change order was written in detail what work need to be done and it was both executed by both partiesYou claimed we didn't understand what work needed to be done and you weren't paying for that work that was completed. To make you happy, we ate the cost and let it goI asked Dennis our Project Manager, what happened and he informed that what was agreed in verbal and in writing should've been what was completedBut since I wanted to make you happy, I asked what work you wanted to be done and we discussed it and agreed verbally and I drafted a revised Change Order# dated February 5, based on our work agreement in detailWe had scheduled this work in February 8, at 8:amI informed you many times that we will not perform any change order work until the change order proposal is executed by both partiesYou promised to sign the change order form no later than Sunday In February 7, at 9:pm, I texted you because we still didn't receive the executed change order, you inform me you can't print it that night and you will send it by 9:am tomorrowSince we are scheduled to work at 8:am, I informed you to send the docs by 7:am before our crew head down to the job siteYou texted me back informing me you can't sign anything but you authorize us to do the workAgain I had informed you in several occassions, we can't do a work without approved change orderYou texted me back stating not to go first thing in the morningWe have scheduled this work and you suddenly changed your mind and you have done this few times to usWe did stand by until 8:am then you texted to go ahead, we were going back and forth about this issue and it was difficult on our end when you keep changing what was agreedWhen Dennis & Ricardo arrived on site, they had informed you that the existing post is crooked and if they weld the post and add it to extend the roofing it will not be straight as the existing post are already crooked to begin with and you informed them it's okay as you need to have that roof extended upWe had completed the project in February 8, at 3:pm and you signed the inspection form and again you rated us 10.You have called our office February 17, @ 9:am and we were all on a staff meetingYou left a message to call you back but I couldn't returned your call right away because I was having a staff meeting.You texted "Need to fix one clasp" I texted you back stating I am currently in a meeting, I will contact Ricardo and Dennis and get back to youYou keep texting me so I texted you back and tried to answer all your text while I was in a meetingI had informed you couple times I will get back to you as I was in a meeting but you were going crazy texting meAfter my meeting I discussed with my Project Manager and Foreman about the work the clasp you were referringThey informed me that the clasp wasn't part of our change order work and we didn't touch that, before the crew remove the roof it was already on the ground and we don't know who left it thereYou insist for us to install it and put it back and I had informed you that we will not perform any work that wasn't part of the change orderYou got out of control, swore at me on text and texted me that I hope I like the complaints and negative reviews coming our wayYou insist for us to do it and again I informed you no we won't as it's not part of our change order agreement We went back and forth on text, after my meeting I checked my email and I seen an long email email from you with some inappropriate statements and stating none of us don't understand EnglishI called you and scheduled a conference meeting at 2:pmWhen we had a conference call, you mentioned again another issue that the post is crooked and it needs to be straighten out and that piece that was there, you'll have your men take care of it and put it back as no one knows who left it thereDennis our Project Manager had informed you that we informed you that this will happen and you said okayAfter the a long talk on our conference call, we all agreed to remedy the issue and we had suggested what work need to be done in order to remedy the crooked post but also informed you that it might not solve the problem as the existing post were already crooked before we even install any additional work on itYou agreed and requested a quote for another change order to do add pipes around itI sent you an email on February to confirm our conversation in our conference meeting and you responded back in February 22, stating you didn't agree againYou will inspect tomorrow and get back to us.In March 7, 2016, I have submitted a
drawing Exhibit A as part of the Change Order to avoid misunderstanding. You responded, "That's more than you charged me for the
gate. Please just straighten out the two pipes that are crooked.
Dennis knows which ones" I
asked you to mark from the drawing I have sent you which ones you wanted to add
instead to avoid misunderstanding and you didn't want to mark it on the
drawing
In March 17, at 1:pm, you
emailed me asking when will Dennis come out to straighten out the postI
informed you that we won't do any work until the Change Order is executed and
agreed by both parties
I don't really know how to help you
but we won't do any work for free anymoreIf you want this work to be
completed you need to agree on our price as well as sign the proposed change
order and we can proceed on the work requestedIf you don't agree on our price, I suggest hiring another Fence Contractor to complete the project.I hope I had cleared this issueFeel free to contact me during business hours

Complaint: ***
I am rejecting this response because:If you read carefully at the Emails, DLC fencing did not once offer to come to my residence to assess the problem. As stated in multiple emails from DLC fencing, my option was to call *** (aka *** gates); as stated DLC did not offer to help. As *** was my one and only option, I called them. Per ***, dated 12/27/2017, I need to find a local distributor listed on their website. I remind you, this is coming from *** services (per instruction from DLC fencing). I followed ***'s instructions and called an outside company. They were able to help with my concerns. In an email dated July 2017, I emailed DLC fencing about a concern I had about the chain dragging on the cement. I received NO response to this email. Enclosed is ALL correspondence between myself, DLC fencing, ***, and the third party company
Sincerely,
Bryan ***

Complaint: ***
I am rejecting this response because:
She has stated that she did extra work, which they did not. I spoke clearly in English that I needed the roof raised ft. Their workers understood something else. Lei here thinks they did all this work for free, which they didn't. They misunderstood. I told them what I needed, they did it, but all the posts are crooked. Now I have complaints from the Housing Authority about posts on the corners that are particularly crooked. This work is supposed to be warrantied. Are they going to fix the posts or not?
Also, whenever, I met the workers on site, they seemed very anxious to get the work done. I liked him, so I authorized it. At no point, did it seem like they were going out of their way for me. They wanted money, I needed work done, and paid them promptly. Lei has been nothing short of a nightmare to deal with, and she needs to honor her warranty and have her workers straighten the posts
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:She has stated that she did extra work, which they did not.  I spoke clearly in English that I needed the roof raised 3 ft.  Their workers understood something else.  Lei here thinks they did all this work for free, which they didn't.  They misunderstood.  I told them what I needed, they did it, but all the posts are crooked.  Now I have complaints from the Housing Authority about 3 posts on the corners that are particularly crooked.  This work is supposed to be warrantied.  Are they going to fix the posts or not?Also, whenever, I met the workers on site, they seemed very anxious to get the work done.  I liked him, so I authorized it.  At no point, did it seem like they were going out of their way for me.  They wanted money, I needed work done, and paid them promptly.  Lei has been nothing short of a nightmare to deal with, and she needs to honor her warranty and have her workers straighten the 3 posts.
Sincerely,
[redacted]

Dear Mr. [redacted],
I want to say first of all that we have bent our back few times to provide you with the best service possible. You...

needed a fence subcontractor right away to finish your project at [redacted] in Waipahu. We said okay we'll try the best we can to accommodate you and finish this project right away per your request. We submitted our original bid last January 6, 2016 and completed the job January 08, 2016, you then signed the inspection form and rated us 10.
You have signed an original Change Order# 1 dated January 26, 2016 and we completed the project February 5, 2016 and you had called me and cancelled after it was already installed and said that wasn't what you want to be completed which we didn't understand as the change order was written in detail what work need to be done and it was both executed by both parties. You claimed we didn't understand what work needed to be done and you weren't paying for that work that was completed. 
To make you happy, we ate the cost and let it go. I asked Dennis our Project Manager, what happened and he informed that what was agreed in verbal and in writing should've been what was completed. But since I wanted to make you happy, I asked what work you wanted to be done and we discussed it and agreed verbally and I drafted a revised Change Order# 1 dated February 5, 2016 based on our work agreement in detail. We had scheduled this work in February 8, 2016 at 8:00 am. I informed you many times that we will not perform any change order work until the change order proposal is executed by both parties. You promised to sign the change order form no later than Sunday.  In February 7, 2016 at 9:06 pm, I texted you because we still didn't receive the executed change order, you inform me you can't print it that night and you will send it by 9:00 am tomorrow. Since we are scheduled to work at 8:00 am, I informed you to send the docs by 7:00 am  before our crew head down to the job site. You texted me back informing me you can't sign anything but you authorize us to do the work. Again I had informed you in several occassions, we can't do a work without approved change order. You texted me back stating not to go first thing in the morning. We have scheduled this work and you suddenly changed your mind and you have done this few times to us. We did stand by until 8:45 am then you texted to go ahead, we were going back and forth about this issue and it was difficult on our end when you keep changing what was agreed. When Dennis & Ricardo arrived on site, they had informed you that the existing post is crooked and if they weld the post and add it to extend the roofing it will not be straight as the existing post are already crooked to begin with and you informed them it's okay as you need to have that roof extended up. We had completed the project in February 8, 2016 at 3:45 pm and you signed the inspection form and again you rated us 10.
You have called our office February 17, 2016 @ 9:25 am and we were all on a staff meeting. You left a message to call you back but I couldn't returned your call right away because I was having a staff meeting.You texted "Need to fix one clasp" I texted you back stating I am currently in a meeting, I will contact Ricardo and Dennis and get back to you. You keep texting me so I texted you back and tried to  answer all your text while I was in a meeting. I had informed you couple times I will get back to you as I was in a meeting but you were going crazy texting me. After my meeting I discussed with my Project Manager and Foreman about the work the clasp you were referring. They informed me that the clasp wasn't part of our change order work and we didn't touch that, before the crew remove the roof it was already on the ground and we don't know who left it there. You insist for us to install it and put it back and I had informed you that we will not perform any work that wasn't part of the change order. You got out of control, swore at me on text and texted me that I hope I like the complaints and negative reviews coming our way. You insist for us to do it and again I informed you no we won't as it's not part of our change order agreement.  We went back and forth on text, after my meeting I checked my email and I seen an long email email from you with some inappropriate statements and stating none of us don't understand English. I called you and scheduled a conference meeting at 2:00 pm. When we had a conference call, you mentioned again another issue that the post is crooked and it needs to be straighten out and that piece that was there, you'll have your men take care of it and put it back as no one knows who left it there. Dennis our Project Manager had informed you that we informed you that this will happen and you said okay. After the a long talk on our conference call, we all agreed to remedy the issue and we had suggested what work need to be done in order to remedy the crooked post but also informed you that it might not solve the problem as the existing post were already crooked before we even install any additional work on it. You agreed and requested a quote for another change order to do add pipes around it. I sent you an email on February 18 to confirm our conversation in our conference meeting and you responded back in February 22, 2016 stating you didn't agree again. You will inspect tomorrow and get back to us.
In March 7, 2016, I have submitted a
drawing Exhibit A as part of the Change Order 2 to avoid misunderstanding.  You responded, "That's more than you charged me for the
gate.  Please just straighten out the two pipes that are crooked. 
Dennis knows which ones" I
asked you to mark from the drawing I have sent you which ones you wanted to add
instead to avoid misunderstanding and you didn't want to mark it on the
drawing.
In March 17, 2016 at 1:43 pm, you
emailed me asking when will Dennis come out to straighten out the post. I
informed you that we won't do any work until the Change Order 2 is executed and
agreed by both parties.
I don't really know how to help you
but we won't do any work for free anymore. If you want this work to be
completed you need to agree on our price as well as sign the proposed change
order and we can proceed on the work requested. If you don't agree on our price, I suggest hiring another Fence Contractor to complete the project.
I hope I had cleared this issue. Feel free to contact me during business hours.

To Whom It May Concern, I am writing in response to the above complaints. It is not true that we didn't respond to Mr. [redacted]'s complaints, please see attached email responses. He was informed before we signed the contract about the warranties, he also was explained when he signed the final...

inspection (attached) that the Manufacturer's warranty is separate from Workmanship warranty and he needs to register the machine in order for warranty to take effect. My Project Manager handed over the paper works to him when we installed the machine so he can register. When I responded to his email regarding the machine, I informed him to call them first as it's the machine that he was complaining about but I don't know if he even called, instead of calling [redacted], he decided to call another contractor to fix the machine without informing us then he went to our [redacted] page and wrote an unacceptable comments about our company and our service. I responded to his [redacted] reviews and tried to resolve the issue but he threatened me that he will see me in court instead and emailed me that I was harrasing him (pls see attached all emails as evidences)  I an also provide our responses to his [redacted] review if needed. We don't agree to pay anything he's claiming as he didn't want to resolve the issue with the Manufacturer and with us. It comes with 7 Years Manufacturer's warranty. His decision to call someone else to fix the machine instead of calling the Manufacturer to fix the machine is unacceptable on our end.  Should you folks have any questions, please feel free to email or call me.   Sincerely,Leila C[redacted]Business ManagerDLC Express Fencing, LLC