DMV Deck & Fence, Inc

On 04/05/the customer accepted our proposal, and agreed to our contract to construct feet of ft tall pressure treated pine fenceThe cost of the fence was $6,That contract provided for a one year warranty for labor and craftsmanshipThe fence was constructed according to
the specifications in the proposalThe customer never expressed and concerns with the craftsmanship, and was happy with the construction of the new fenceIn July of the customer again contacted our company and requested us to repair her fenceOn 07/02/the customer accepted our proposal, and agreed to our contract to repair one double gate and two ft sections of the original fence that was constructed under the 04/05/proposal and contract Those repairs were outside the original one year warranty periodThe cost of these repairs was $1,These repairs were also warrantied for a one periodThe repairs were made according to the specifications in the proposalThe customer never expressed any concerns about the craftsmanship of the repairs, and was happy with the work that was done.
Sometime in late October the customer contacted our office to request repairs on the fence that we originally constructed in 2011, and repaired in Our office manager reminded the customer that the repairs were outside the warranty period, and would not be covered under the warrantyOur office manager advised the customer that we would be happy to make any repairs to her fence, but that the repairs would be subject to a service chargeThe customer disagreed, and demanded that the fence be repaired at no chargeOn 11/01/the customer made a complaint to the Revdex.com (ID#***), claiming that our company did not construct the fence as specified in our original proposal and contractSpecifically, she alleges that the posts were set in the ground without using concreteShe claims to be upset because she paid for work that was not performedIn summary, she felt that the repairs should be made at no charge because the fence was not constructed as promisedThe customer was contacted and an appointment was set for 11/05/to meet with her and investigate her complaintOn 11/05/I met with the customer at 2pm to discuss her concernsI had the opportunity to inspect the sections of fence that were falling down, and found that two of the 6"x6" fence posts had clearly been broken off at the groundOur construction foreman then dug the dirt from around the broken post and discovered that the posts were indeed set in concrete, as specified in the original proposal and contractThere were no problem with any other fence posts or the other parts of the fenceIt was determined that the customer's fence was indeed installed correctly, and as originally specified, and that the reason that the fence sections were falling down was due to the broken fence postsThe fence is located along a parking lot adjacent to the customer's propertyIt is my opinion that a vehicle may have backed into the fence and broke the fence posts off at the ground.
I advised the customer that the problems with her fence was caused by damaged, broken posts and not due to poor labor or craftsmanship on our part, and that we would be happy to repair her fence for a feeShe declinedWe consider the matter closed

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
There are several errors in the business response. One, I never demanded that they repair this fence for free when speaking with the receptionist. I simply asked to speak with someone about the issue and to request an evaluation. The receptionist was rude and unprofessional, to the point that I had to state several times during the call "there is no need to be unpleasant; I simply would like to speak to someone about the fence and request a return call." As stated in my original complaint, I never received a return call in spite of two subsequent attempts to speak with a representative who would be able to answer my questions.
The company did respond after I filed my complaint. They did visit yesterday at approximately 2PM. The individual who came to my home was abrasive, domineering and uncooperative throughout the inspection.  He spoke in a commanding tone with a loud voice throughout the visit, persistently interrupting me whenever I attempted to ask a question or make a comment.  Before even examining the posts he stated they were broken.  In fact, he stated several times that the fence posts were broken, but when looking at the posts there is no clear break in the wood at the base, contrary to his statements.  It was impossible for me to respond to his comments due to his continual interruptions and abrasive manner.  He also immediately stated that the fence had been hit. However, he agreed with me that there was no apparent damage to any other portion of the fence.  His explanation is not plausible.  Further, he did have one of the workmen dig alongside the fence post and eventually they did identify a small area stone at the base that was about the size of a quarter.  However, they were unable to identify surrounding cement as consistent with the other posts.  He did not even examine the other posts to compare the difference in how the cement is set around them.  
As the company's representative became increasingly overbearing in his statements and tone, I no longer felt comfortable and asked him to leave.  I am scheduling to have a second opinion regarding the fence and will determine my plan of action pending the information I receive.  At this point my interest is in communicating the poor business practices and unprofessionalism of this company so that other consumers may be more informed about what to anticipate.  It is not possible to recommend them and I especially encourage women to avoid this business.
Regards,
[redacted]

Review: This company installed our fence in 2011. We recently had one section of the fence start to lean and when looking at it realized that the post was not set in concrete AS SPECIFIED IN OUR ORIGINAL CONTRACT. I attempted to contact the company directly to have them come look at it and discuss with me. I made two phone calls and left messages. Finally reached a receptionist and explained the concern to her, requesting they come look at it and talk with me. She informed me they had no obligation to me since the fence was installed in 2011. I pointed out the original contract specified posts in cement, which we confirmed looking at our online contract. However, she again stated they had no obligation to do anything because it was installed in 2011. I asked for a manager to call me and no one has returned my call. I again attempted to speak with someone at the company but have not been able to either talk with a person or have any of my messages returned. While I appreciate that the fence was installed awhile ago, we paid for the posts to be set in concrete and they were not. Further, to not even have the opportunity to speak with a manager and have them look at it to confirm this is the problem seems terribly unprofessional to me. Given their lack of responsiveness to my inquiry, I am now quite upset that I paid for work that they never performed - regardless of the time that transpires an honest company would want to investigate the concern and talk with the customer to address the fact that they charged me and I paid for work that was not performed.Desired Settlement: I would like someone to call me and schedule to look at the post. I would like the post to be set in concrete as originally specified in my contract.

Business

Response:

On 04/05/2011 the customer accepted our proposal, and agreed to our contract to construct 178 feet of 7 ft tall pressure treated pine fence. The cost of the fence was $6,792.00. That contract provided for a one year warranty for labor and craftsmanship. The fence was constructed according to the specifications in the proposal. The customer never expressed and concerns with the craftsmanship, and was happy with the construction of the new fence.