Fence and Deck Depot

Initial Business Response / [redacted] (1000, 5, 2014/09/24) */ Contact Name and Title: [redacted] President Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @sbcglobal.net We have contacted [redacted] and replaced the picket that was damaged by a table the wind caught and sent into the railing and bent it We did this at no cost to the customer as was promised As far as the railing being able to withstand the table hitting it is not an issue since we have no way of knowing how fast and hard and at what angle the table hit the picket Thank you, [redacted] ***

Final Consumer Response / [redacted] (2000, 6, 2015/06/23) */ This company finally contacted us yesterday and came and measured for accuracy todayYou may close this case

I hired Fence and Deck Depot to put in a cedar privacy fence around my backyard around the August time frameAt first, I had a positive experienceI had multiply bids on the fence and was able to get them down in price about $I liked the materials they use and the salesman seemed very knowledgeable I specifically requested that the gate across my driveway be a single door gateIn the future, I have plans to add a gate opener myself, but told Fence and Deck Depot that they need to make the gate operational because I will not be doing that in the near future During the fence installation, the crew was supposed to dig by hand in easement areasThey clearly did not and cut various utility lines in that area leaving my neighbors without internetAlso, stakes were placed for the fence perimeter, but these stakes were not as visible when the crew came outI believe they have some of my fence in my neighbors yardThe fence installed on hills has the pickets at an angle as opposed to a "stepping" look which is what is written on my contract and something we discussedAlso, it took several calls and trips back to my property for the crew to finish details such as caps on the steel posts for my gate and a missing picket on the side of the gateIn addition, the post next to the single man gate in the back had been carved out in order to fit the latching system they install - this is not nice looking, but something I decided wasn't worth complaining about Fast forward to about months later, and the heavy winds we experience in STL are causing my gate to not be able to stay openThe gate has had the handle slammed into the post several times, bending the handle, and making it impossible to latch the handleWe bent it back several times before calling Fence and Deck to replace the handle and add a gate drop rod Since that initial call, I have been back and forth with them for several monthsThey scheduled a crew to come out and weeks later they came out with the wrong size drop rodThe manager argued with me and interrupted me on the phone, saying that because I wanted to install an opener they didn't install the drop rodTHAT'S NONE OF THEIR BUSINESSI SAID MAKE THE GATE USABLE - which means a drop rod to keep it open and a latch to keep it closedWhat I am doing in the future with my gate was never written on the contract nor should it have been a factor in any gate operationHe then tried to tell me they wouldn't replace the latch because they don't cover "wind damage" under their "lifetime warranty for gates"Oh really? Because that's not wind damage, it's your negligence for not installing the correct items on the gate to make it functional The crew came back out to install the correct size drop rod, and they installed it on the outside of the gate (I SPECIFICALLY asked that it be installed on the inside)Not only that, but the screws they used to attach the drop rod to the gate itself are not capped on the other side of the picketJust another detail left unfinished by Fence and Deck Depot After arguing with the manager several times, he has agreed to replace the handle, but I have not been told when the crew will come outHe insisted that they never should of installed a single gate over my driveway and "of course I'm going to have problems with it"It would have been nice for them to say that from the beginning instead of selling me a gate that doesn't function properly Overall, I tried to let little details go when it came to cosmetic things with the fence (such as the carved post, pickets following the ground line instead of stepping on hills, and other small details like caps and pickets that they had to come out and fix)The crews are not detail orientated and show up whenever they pleaseHowever, the service I have received after the installation is terribleIf you're not a detail orientated person, maybe this company is for youIf you care about all the details with your fence and gates, try another contractor who will see a project through to completion

I made an appointment for her and her husband to put together a plan to take care of her issues I went back out again because I didn't like the job we did and redid it a second time She is satisfied

Initial Business Response /* (1000, 6, 2015/07/02) */
Contact Name and Title: *** *** President
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@fenceanddeckdepotinc.com
Speaking to *** ***, he said that he is pleased with the work that was performed and that he will retract he
complaintHe did state that he did not like having to move the dirt and we did state that we would come to pick it up if he wanted us to for a fee but he stated that he had already picked up a trailer and was in the process of moving the dirt
We did in fact leave the dirt in a place that was designated by the customer and sales consultant so I am not sure why the problem with the placement and us leaving the dirtWe leave dirt for many of our customers
As far as timing of the installation, we were asked to have the fence installed before June 14th and we did in fact install the fence on June 12THOur standard communication is that we contact the customer the night before to advise we will be installing the project the next day and since we were already committed to installing a few days before the 14THI do not see an issue
Please retract the complaint
Thanks,
*** ***
President
Fence & Deck Depot Inc

I am not a bit happy with my fence I got the 6ftvinyl stockade fence, and they told me they would do a cleanup after the job was done Not only did they leave dirt all around my posts, they left concrete on my poles and fence that we had to take off ourselves Not very professional there When they brough their product and sat it in my back yard it was so heavy that it left indents in my yard and killed my grass I was told the grass would come back after a rain, but it didn't so I had to out of my pocket spend around $to reseed and fill in the indents I have to call them back because they put part of my fence up heading into my neighbors yards If I would have bought one more panal it would have been in her yard The sales person we had told us one thing and when it came down to it he told us another, and pretended he didn't say that Shabby sales people, and shabby workmanship in my opinion Be careful who you pick to do your work

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI would like the owner to meet with me and proceed to reinstall the fence to my specificationsI certainly accept his apologies and hope we can come to a mutual agreement
Sincerely,
*** ***

Firs let me apologies for any miss understandingsI did have a conversation with *** JRthat he needed to call you and did not.I know that the project did not go as planned and talking with the crew and *** Jrthe reasons are this. # The materials in Bronze
were a special order and it did take longer to receive than the black we stockThis explains the length from the order time to the installation timeWhen the sales person talked to you he fully intended to have the project installed timely.#2 The section that you state is to tall was installed based on your husbands request when he spoke to the crewIf there would not have been a conversation with him, the project would have been installed as orderedWe did not question his request since he stated that's how he wanted it.# Your statement about us assuming that a husband knows what a wife ordered should have also been a concern for your husband and in my opinion he should have came in and asked youWe did what he asked and I feel the crew had no reason to question if he should communicate with you to make sure he was correct.# I am willing to lower the sections and cut the posts down if that is your wish but I want to make sure that you are the one that lets us know to what heightFrom what *** LRstated is that you wanted the two top rails to be in line with the fence behind the new fence and to have the bottom rail at the same level as the patioThe fence ordered is a 48" fence and there is no way the top rails can be at the same height as the fence behind it and also have the bottom rail be in line with the patioThere will need to be a compromise. Please let me know your wishes and let me know if you will be available when we come out. Thanks, *** ***PresidentFence & Deck Depot Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meFence and Deck Depot has removed the old concrete pad and replaced it with a new concrete pad that concurs with the x pad size in the contract.Everything has been taken care of and I love the deck they installed !!
Sincerely,

Work was not completed to my satisfaction.

I am sorry that no one has contacted you as of yet. I have forwarded you complaint to my Decking Production office with instructions to communicate with you and set a day for the concrete to be replaced.I have also asked that they keep me in the loop so I can see the progress.It will get taken care...

of and please accept my apologies.Thanks, [redacted]PresidentFence & Deck Depot Inc.

I made an appointment for her and her husband to put together a plan to take care of her issues.  I went back out again because I didn't like the job we did and redid it a second time.  She is satisfied.

Initial Business Response /* (1000, 5, 2014/09/24) */
Contact Name and Title: [redacted] President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sbcglobal.net
We have contacted [redacted] and replaced the picket that was damaged by a table the wind caught and sent into the...

railing and bent it.
We did this at no cost to the customer as was promised.
As far as the railing being able to withstand the table hitting it is not an issue since we have no way of knowing how fast and hard and at what angle the table hit the picket.
Thank you,
[redacted]

Not happy with the workmanship. I paid for 1 inch gaps for the wood fence and got wider spacing (ave about 1 1/2 inches), One of the posts is set lower than the rest. Tops of the posts are not squared off. I paid for professional workmanship and got shoddy work. They did not provide a temporary fence for your dogs as promised (they only showed up with 50ft). They took several days to complete and left their nail gun in our neighbors yard. We called, they sent someone to get the gun and measure. They didn't call us back. My husband had to call them and they gave us a $56.00 discount. I do NOT recommend them.

I hired Fence and Deck Depot to put in a cedar privacy fence around my backyard around the August 2015 time frame. At first, I had a positive experience. I had multiply bids on the fence and was able to get them down in price about $600. I liked the materials they use and the salesman seemed very knowledgeable.

I specifically requested that the gate across my driveway be a single door gate. In the future, I have plans to add a gate opener myself, but told Fence and Deck Depot that they need to make the gate operational because I will not be doing that in the near future.

During the fence installation, the crew was supposed to dig by hand in easement areas. They clearly did not and cut various utility lines in that area leaving my neighbors without internet. Also, stakes were placed for the fence perimeter, but these stakes were not as visible when the crew came out. I believe they have some of my fence in my neighbors yard. The fence installed on hills has the pickets at an angle as opposed to a "stepping" look which is what is written on my contract and something we discussed. Also, it took several calls and trips back to my property for the crew to finish details such as caps on the steel posts for my gate and a missing picket on the side of the gate. In addition, the post next to the single man gate in the back had been carved out in order to fit the latching system they install - this is not nice looking, but something I decided wasn't worth complaining about.

Fast forward to about 4 months later, and the heavy winds we experience in STL are causing my gate to not be able to stay open. The gate has had the handle slammed into the post several times, bending the handle, and making it impossible to latch the handle. We bent it back several times before calling Fence and Deck to replace the handle and add a gate drop rod.

Since that initial call, I have been back and forth with them for several months. They scheduled a crew to come out and 5 weeks later they came out with the wrong size drop rod. The manager argued with me and interrupted me on the phone, saying that because I wanted to install an opener they didn't install the drop rod. THAT'S NONE OF THEIR BUSINESS. I SAID MAKE THE GATE USABLE - which means a drop rod to keep it open and a latch to keep it closed. What I am doing in the future with my gate was never written on the contract nor should it have been a factor in any gate operation. He then tried to tell me they wouldn't replace the latch because they don't cover "wind damage" under their "lifetime warranty for gates". Oh really? Because that's not wind damage, it's your negligence for not installing the correct items on the gate to make it functional.

The crew came back out to install the correct size drop rod, and they installed it on the outside of the gate (I SPECIFICALLY asked that it be installed on the inside). Not only that, but the screws they used to attach the drop rod to the gate itself are not capped on the other side of the picket. Just another detail left unfinished by Fence and Deck Depot.

After arguing with the manager several times, he has agreed to replace the handle, but I have not been told when the crew will come out. He insisted that they never should of installed a single gate over my driveway and "of course I'm going to have problems with it". It would have been nice for them to say that from the beginning instead of selling me a gate that doesn't function properly.

Overall, I tried to let little details go when it came to cosmetic things with the fence (such as the carved post, pickets following the ground line instead of stepping on hills, and other small details like caps and pickets that they had to come out and fix). The crews are not detail orientated and show up whenever they please. However, the service I have received after the installation is terrible. If you're not a detail orientated person, maybe this company is for you. If you care about all the details with your fence and gates, try another contractor who will see a project through to completion.

Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@fenceanddeckdepotinc.com
Dear Mrs. [redacted],
In reply to your complaint about your wood fence project. Wood fencing is a natural product that when put in the elements will expand and contract depending on the...

amount of rain or lack of rain. It is common to have boards check and even split while it is in service in your yard. It is also common to have knots and wane in the boards and posts. This is the outside edge of the trees that are logged and is acceptable in the grading process as long as it is not excessive. The knots are usually very tight knots that should not pop out.
We do try and maximize the materials that we use but in no way do we put up defective materials knowingly. There are posts and boards that will have bark and wane on them and we do our best to make sure that the product not only looks good but is the quality and standard that we are known for. I can also say that while the crews do great job in culling bad boards, there may be, from time to time, one that gets past them and is still installed. This is why we have a three year workmanship warranty so these limited circumstances can be corrected.
In response to the glue comment, in speaking with [redacted], he stated that you asked if you could glue the knots in and he said he told you other customers have asked the same question but he advised against that and that it would not do much good. I would question how many knots have actually fallen out.
The fence was to be installed in the same location as your old fence so it would be good to clarify that it was and or at least that it was installed on your property.
I want to assure you that the products we install are considered the best in the fence industry. The full 4" eastern cedar posts are that largest in the market and will stay in your yard worry free for many years. Most of our competitors use a 3 1/2" x 3 1/2" post that is much smaller than ours. The rails we use are also the best fence grade that is available and the boards are the best fence grade from [redacted] Lumber that is available.
We stand behind our product and our labor and will do everything in our power to make sure you get a great fence installation that will be in your yard for many years to come.
I left a voice mail for you to go over the 3" back alley issue that we need to address to make sure the fence is in your yard. Please call me to go over this so we can make sure you are pleased and taken care of.
Thanks,
[redacted]
President Fence & Deck Depot Inc.

Initial Business Response /* (1000, 6, 2015/07/02) */
Contact Name and Title: [redacted] President
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@fenceanddeckdepotinc.com
Speaking to [redacted], he said that he is pleased with the work that was performed and that he will retract...

he complaint. He did state that he did not like having to move the dirt and we did state that we would come to pick it up if he wanted us to for a fee but he stated that he had already picked up a trailer and was in the process of moving the dirt.
We did in fact leave the dirt in a place that was designated by the customer and sales consultant so I am not sure why the problem with the placement and us leaving the dirt. We leave dirt for many of our customers.
As far as timing of the installation, we were asked to have the fence installed before June 14th and we did in fact install the fence on June 12TH. Our standard communication is that we contact the customer the night before to advise we will be installing the project the next day and since we were already committed to installing a few days before the 14TH. I do not see an issue.
Please retract the complaint.
Thanks,
[redacted]
President
Fence & Deck Depot Inc.

[redacted] was very helpfull I was trying to find hard to obtain parts for my fence. They had the parts availible that day whereas every other store told me it would take weeks to get in. thanks.

Final Consumer Response /* (2000, 6, 2015/06/23) */
This company finally contacted us yesterday and came and measured for accuracy today. You may close this case.