Easter Fence Co

Thank you for the opportunity to address our customer’s concerns.  We completed his fence on 03/22/16.  My staff has spoken with the customer about his concerns several times this week. He has spoken with [redacted] (Estimator), [redacted] (Office Manager) and [redacted] (Director...

of Fence Services).  It is my understanding that just today he spoke with Sue twice and [redacted] once.  So, contrary to the customer’s written complaint we have been willing to discuss the issues with him and are in ongoing dialogue.  Today, [redacted] committed to send a crew out to clean up the rest of the dirt around the posts.  We were initially asked to spread the dirt in a garden area, which we did.  However, we evidently did not pick up as much dirt as the customer expected.  Of course, it is impossible to get it all as it falls in the grass and cannot be 100% recaptured.  [redacted] also committed to raise the 15’ stretch of fence to make the top level.  However, the fence currently runs with the slope of the ground.  We suspect that once we raise the fence to level the top that the customer will then be dissatisfied with the gap under the fence where the ground dips.  When the ground is not level there is always a trade-off.  The more contentious issue seems to be the thickness of the 1 x 6‘s and the customer’s desire for a price reduction.  The customer is under the impression that the nominal thickness is ¾” when in fact it varies from ½” to 5/8”.  There was obviously a communication error on our part since the customer didn’t understand this and believes that our estimator stated that it was ¾” thick.  As I just got back in town I have had no contact with the customer, but understand that he has suggested a price reduction.  However, I don’t believe that he has indicated the amount that he believes to be fair.  As a price reduction is the desired settlement, I will consider such.  I would entertain dialogue between me and the customer concerning what he considers to be fair.  Since this is the desired settlement I will not send a crew out to raise the small patch of fence or move additional dirt from around posts until I speak with the customer. I believe that we have provided the product that was represented and sold. We have also installed a very nice looking fence.  [redacted] brought back some pictures from his visit last week. The fence looks great, but I understand that when the ground is not level some do not like the look when the fence follows the terrain. I will work with the customer to address his concerns and satisfy him.  Our goal is 100% customer satisfaction.  We always work with our customers to resolve their concerns even when we believe that we have done everything right.  Our commitment is that “Even if it is the first job we did in 1957, if we didn’t do it right, or didn’t do what we said, we’ll fix it for free.” Further, I tell all of our employees that “We do what’s right.  We don’t cheat and we don’t cut corners.  That means that sometimes we’ll lose money on jobs, but we’re going to do what’s right.”  The higher standard, of course, is to go above and beyond what you know is right and fair in order to satisfy a customer and maintain your pristine reputation. We do that as well. [redacted], President
Easter Fence, Deck & Renovations

We contacted Easter Fence and several other companies for a bid on replacing an existing wooden privacy fence. We selected Easter Fence to do the work based on the excellent reviews we had read about the company online and the favorable and competitive price they quoted. We were glad that we chose Easter because everyone with whom we dealt, from Dan, the outside sales rep, Ryan, the scheduler, Sue in billing, and Jay, the painter, were extremely courteous, efficient, and responded promptly to all of our questions. The crew who did the actual fence installation was also exceptionally neat and went out of their way to be careful since the fence bordered a neighbor's yard where there was extensive landscaping that needed to be protected during the removal of the old fence and the installation of the new fence. They did an excellent job in spite of the 90+ heat wave that occurred during our installation! The fence looks great and we are very pleased we chose Easter to do the work. We highly recommend them.

The entire process was very positive.The estimator worked very hard to find a fence type that would work with our needs and our budget. The installers
( Randy and Joe ) were very polite and well mannered. They went over the entire job with me before they started and made sure I had no un answered questions. They did a very professional job and left zero clean- up for me which was much appreciated.

We recently contracted Easter to update the exterior of our home. They installed windows, doors, siding, gutters, cedar shutters and porch posts. The makeover looks incredible and we couldn’t be happier, but what I am also impressed with is the quality of their work. That makes me comfortable about the investment I made knowing it was done right. Crew leader Don and his craftsmen are experienced and cared about doing the job right.

A friend recommended Easter Fence. We could not be happier with our new fenced-in back yard. We finally have a space for our two dogs to run and play.. Mathew and his crew did a great job in very cold conditions. Mathew answered all my questions and concerns and even indulged me with my requests. Great job,guys!!!

I used Easter Fence to remodel my basement work shop and would use them again on the next project. They were professional and the cabinet work that they did was great. Communicated with me regarding changes and had some great ideas on the project. Always came home to an area that was cleaned each night before they left. On time, on budget great job.

We built a new home in Imperial MO this year and contracted with Easter Fence to install a fence for us. The whole process from start finish was a positive experience. They kept the appointments, from the initial bid meeting through completion. Our options for fencing were explained well and there was no pressure for us to choose one over another, We are very pleased with the finished look and quality of the fence. The crew was neat and took care to protect our new sod. The fence is a beautiful addition to our new home and yard. We would highly recommend Easter Fence Co.

We had a great experience with Easter Fence Company. We had a leaking window that needed to be replaced along with a good deal of re-framing, carpentry and roofing work that needed to be done as well. The salesmen and crew were extremely friendly, effective, and professional. We couldn't be more pleased. We will definitely use them for future projects and recommend them to others.

I recently had damage inside my office causing my ceiling to collapse. I contacted Easter Fence, Deck and Renovation. They were out the next day with a crew to clean up and get the power and lights restored. They were able to replace the ceiling tiles and subcontracted the electrical work within a timely period. I am very pleased with their professionalism and the work they did. I would highly recommend them in the future.

Easter Fence built a new deck for us, and they did a great job! We chose aluminum balusters, and they are all spaced perfectly. The deck was better than our original, and it turned out so good that we called them back for two more jobs.

The second time, they replaced two exterior doors, and again did a wonderful job. The workers are very polite and friendly.

The third time, they installed 11 replacement windows. All the windows are nice and level and open and close smoothly.

We're getting ready to remodel a small rental house and build a new home for us, and we definitely plan on hiring them for more projects. They can do so much more than just build fences!

Thank you for the opportunity to address our customer’s concerns.  We completed his fence on 03/22/16.  My staff has spoken with the customer about his concerns several times this week. He has spoken with [redacted] (Estimator), [redacted] (Office Manager) and [redacted] (Director of Fence Services).  It...

is my understanding that just today he spoke with Sue twice and [redacted] once.  So, contrary to the customer’s written complaint we have been willing to discuss the issues with him and are in ongoing dialogue.  Today, [redacted] committed to send a crew out to clean up the rest of the dirt around the posts.  We were initially asked to spread the dirt in a garden area, which we did.  However, we evidently did not pick up as much dirt as the customer expected.  Of course, it is impossible to get it all as it falls in the grass and cannot be 100% recaptured.  [redacted] also committed to raise the 15’ stretch of fence to make the top level.  However, the fence currently runs with the slope of the ground.  We suspect that once we raise the fence to level the top that the customer will then be dissatisfied with the gap under the fence where the ground dips.  When the ground is not level there is always a trade-off.  The more contentious issue seems to be the thickness of the 1 x 6‘s and the customer’s desire for a price reduction.  The customer is under the impression that the nominal thickness is ¾” when in fact it varies from ½” to 5/8”.  There was obviously a communication error on our part since the customer didn’t understand this and believes that our estimator stated that it was ¾” thick.  As I just got back in town I have had no contact with the customer, but understand that he has suggested a price reduction.  However, I don’t believe that he has indicated the amount that he believes to be fair.  As a price reduction is the desired settlement, I will consider such.  I would entertain dialogue between me and the customer concerning what he considers to be fair.  Since this is the desired settlement I will not send a crew out to raise the small patch of fence or move additional dirt from around posts until I speak with the customer. I believe that we have provided the product that was represented and sold. We have also installed a very nice looking fence.  [redacted] brought back some pictures from his visit last week. The fence looks great, but I understand that when the ground is not level some do not like the look when the fence follows the terrain. I will work with the customer to address his concerns and satisfy him.  Our goal is 100% customer satisfaction.  We always work with our customers to resolve their concerns even when we believe that we have done everything right.  Our commitment is that “Even if it is the first job we did in 1957, if we didn’t do it right, or didn’t do what we said, we’ll fix it for free.” Further, I tell all of our employees that “We do what’s right.  We don’t cheat and we don’t cut corners.  That means that sometimes we’ll lose money on jobs, but we’re going to do what’s right.”  The higher standard, of course, is to go above and beyond what you know is right and fair in order to satisfy a customer and maintain your pristine reputation. We do that as well. [redacted], PresidentEaster Fence, Deck & Renovations

Easter Fence, Deck, and Renovations did a wonderful job renovating our house. We purchased an older home, and Easter put in a new kitchen, new flooring, new lighting, new paint, and much more. We left the designing and renovations up to the company (as we were living out of state at the time), and they exceeded our expectations. We couldn't believe it when we saw it! They were able to do anything we threw at them. They moved our laundry room from the basement to the main level, and they moved a couple of walls in the inside of the house. We were amazed by the transformation! The workers were professional and courteous, and did an awesome job! We plan to use them again to replace our deck. I highly recommend Easter Fence, Deck, and Renovation.