Fence Me In, LLC.

Revdex.com: I refused his explanation because he has fabricated the truthEverything I stated to this office is legitimate and even after we had multiple discussion (myself and FMI)the owner continued to contact me after hours in the evening on multiple occasions even after being warned we felt it was harassing to call me and badger me because I contacted the Revdex.comI was continously harassed to fill out the form stating it was my misunderstanding when it fact it was notFMI only provided services not only because he knew he was in error but to try and coerce me into removing the complaint from the Revdex.com website because he stated it would be bad for his businessFMI left a very disrespectful and harassing message on my voicemail complaining about me contacting the Revdex.com and how [redacted] the representative gave him information reference ger sending me anfirm to fill outWhen he found out I didnt fill it out by [redacted] he became furiated and left the message stating how he bent over backwards for me for usAll this other wording he speaks of he continued to rant about only when we continued to question what was our initial deposit used forAfter he stated it was used for materials I asked for an early invoice which to this day he refuse to give us a copy ofBy the way my last name is [redacted] not ***[redacted] has defamed our character by informing other customers he couldn't do their fencing due to us delaying him and a host of other unprofessional ethics he has decised to say and do in order to get me to pull the report from your siteAt this time I wish to continue with this complaint and escalate it through the chain due the the fact [redacted] owner of FMI refuse to give to us the consumer a proper invoicing for this unprofessional job and final billingAt this point I truly feel that the representative handling my claim was wrong to inform [redacted] about the form I requested and the status of itThe fact of the matter in reference to the form...it was not sent back in because at that point I felt the job was not complete, the dates were further delayed, his tatics was harassing and very unprofessional, and his attitude was very demeaningThe end result and resolution I ask for is a legitimate invoice of the fencing job to include fencing pricing, allocation of funds and final invoice for paymentThis is not something a consumer shouldn't request but should be presented to the consumer at the end of each jobI also asks the [redacted] come out and view the work of his installers and see what his take is of some of the issues that remains, in which I has witnessed from a previous fencing job at my other home here in Hopewell, [redacted] did not leave the job in the messy conditions FMI installers didSo again my apologies but I am not willing to retract any complaint I recently submitted due to all the above I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] [redacted]

Hello ***,
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Upon learning of this customers concern, Fence Me In responded to and fixed the one board that had pulled away from a post on his fence.  A 2x4 (the runner boards that attach the sections of fencing to posts on wooden fences) had warped and was pulling away from the post.  Warping is...

something that may occur on wooden fences due to the fact that the fence is outdoors.  It is not something that is covered under the warranty because Fence Me In, like all contractors, can not control whether lumber warps or twists after the fence is installed.  This customer contacted Fence Me In's salesman via text with pictures of the problem.  However the message was truncated due to size and Fence Me In's salesman never saw the text or the message.  Fence Me In is implementing a new procedure for customers to contact us if they should have any issues via email.  That way any message of prominent size will be seen and not discarded as an errant message.  
Fence Me In strives to maintain customer satisfaction and regrets that this concern was never realized until this moment.  We also encourage all wooden fence customers to seal their fence with a proper sealant.  A proper sealant will help prevent wooden fences from warping or twisting.
Sincerely,
Fence Me In

To whom it may concern,
In response to complaint # [redacted], below is Fence Me In's response:
First of all it should be noted that Fence Me In never met [redacted] upon obtaining a signed agreement from her husband, [redacted].  However it quickly became...

clear once work begun on the [redacted] project that [redacted] would be the person Fence Me In would be answering to.  The initial estimate was set up with [redacted] to attend at 6pm on June 2nd however she did not show up to the agreed upon appointment and [redacted] stepped in and signed a contract.
Fence Me In obtained a signed agreement from [redacted] and the projected start date was 6/20/2014.  Fence Me In began work on 6/23/2014.  The contract was for 229 linear feet of fencing with one 4' walk gate and one 5' walk gate.  An installation team arrived on 6/23 and began work.  On or about 6/24 or 6/25 [redacted] informed Fence Me In (FMI) that there were issues in her yard with regards to a retaining wall that would prevent us from being able to continue work installing her fence.  [redacted] makes reference in her complaint:  "I had previous made [redacted] aware of the issues".  Fence Me In categorically denies that this critical piece of information was made known.  Had FMI known a separate contractor needed to perform work in order for FMI to properly install the fence we would have definitely moved the installation date back to allow the retaining wall contractors time and space for their work to be done and sufficient time for the soil to settle in for our installation team to install the fence.  However, [redacted] did not make this information known.  I told [redacted] I was disappointed she kept that information a secret from [redacted].  She said "We feel it's just one of those things and you need to be understanding about it just like we were understanding when you said you would start installing the fence on or about 6/20 and you didn't start until 6/23."  When [redacted] and I spoke, once the retaining wall issue was finally revealed.  FMI agreed to stop work and resume work when the retaining wall contractors finished their work.  I sent the installation team to begin work on another fencing job.  Not more than 2 days later [redacted] called me and told me that her retaining wall people were done and that she would be expecting our installers back on her job the following morning.  This presents a great deal of difficulty for us since our installation team was now in the middle of another customers fencing job.  None the less, I pulled the installation team off the new job they were working on (much to the consternation of the new customers we were working on) and sent them back to [redacted] job.  Once we got there we discovered that the retaining wall people were in fact not done.  We couldn't resume work.  The ground was not set up from the disruption to the soils surface.  We tried to explain this to [redacted] at length.  We tried to explain to her that if we dug and set posts over the unstable ground that if a good rain occurred it could wash the fencing down her back yard's considerably steep hill.  But [redacted] did not care - she wanted us to install it anyway.  We tried reasoning with her about the dangers of installing fencing on loose or unstable ground but she insisted that it would be fine and just to proceed anyway.  If problems did arise from installing the fencing too soon propagated by a good rain it would not be [redacted] suffering the financing ramifications of her demands it would have been FMI.  [redacted] decision to put off the installation a day or two was made to protect [redacted] fencing from a disastrous tumble down her steep hill or at least posts beginning to lean due to the unstable ground.  Our lead installer made the decision that it would be best if it was not installed at that time.  Our installers work by the linear foot to so it in no way shape or form behooves our installers to drive all the way to the job and then turn around and drive home.  We would have been much better off having [redacted] sign a waiver holding FMI harmless should installing the fencing on loose ground become a problem as she was requesting but we were trying to act in her best interests.  [redacted] has admitted to me that she was so angry with the lead installers decision to not resume installation too soon that she filed a complaint with the Revdex.com.  Had [redacted] just informed FMI of the retaining wall issues ahead of time the installation would have commenced a week or two later but all disputes about whether to install too soon or wait until later would have been avoided.  All arguments between her and the lead installer would have been avoided.  Honestly we were acting in her best interest but she failed to see it that way.
[redacted] makes reference in her complaint to and installation time "guaranteed 2-3 days no more than 4".  FMI refutes this as well since our teams average about 100' of installation per day on flat ground.  [redacted] ground is the steepest grade FMI has ever installed a fence on in the 5 years of the companies existence.  We would never have made a claim to install her 229' in 2 days, very doubtfully 3 days but 4-5 days is more likely.  There would have never have been a "guarantee" though as unforeseen factors such as missing materials, vehicle troubles, weather and worker illnesses can and do disrupt projected timelines.  The project would have taken about 4-5 days if there were no retaining wall issues.  
[redacted] makes reference to a fence we installed for her neighbor in which the price was a bit above $5000 and his area was bigger than hers.  What [redacted] is omitting  is the fact that her neighbor's project was reduced in size twice due to his neighbor installing a fence in which our customer (her neighbor) utilized his neighbor's fence to enclose his yard.  Well of course this reduced the fencing needed to complete his job.  It reduced the linear footage to below 190' and the price as well as the materials needed.  [redacted] is also omitting that her job's labor did have a premium attached to it which I have been forthcoming with [redacted] about because of the very steep hill on her land.  It is very difficult to install fencing of any kind on such a steep hill and especially vinyl fencing since the posts have to be routed out, the pickets have to be cut and simple things such as leveling posts and pickets become much more challenging and time consuming when workers have to anchor their footing just to do their work.  FMI has made [redacted] aware of this challenge and a small premium charged due to the difficult terrain and installation.
[redacted] also makes reference in her complaint to the following:
1.  Failure to provide an invoice
FMI response:  At the time of this complaint we were in the middle of the job.  Why should we invoice a customer when the job isn't even complete yet????  I think any customer would be appalled by an overzealous attempt to invoice a customer ahead of time to collect money.  
2.  Failure to provide a written estimate.
FMI response:  We provided [redacted] a written estimate the very evening [redacted] requested an estimate to be done for her which she did not show up for the estimate at the agreed upon time.  [redacted] signed the estimate and agreement.  [redacted] is in possession of this estimate and a copy of it has been sent to the Revdex.com.  The estimate was dated June 2nd 2014.  I'm not really sure why [redacted] says FMI did not provide her with an estimate.  
3.  A sales presentation with unethical practices.  
FMI response:  Perhaps [redacted] is referencing the difference in linear footage cost between her fence and her neighbors.  But again....her neighbor reduced the size of his fence substantially when his neighbor built a fence that [redacted] neighbor utilized and connected to.  This made the neighbor's fence substantially smaller than what was initially agreed to and a price adjustment was given.  [redacted] failed to note this very important fact because it made his fence which was supposed to be 42' bigger than her fence, now smaller by more than 40+ feet.  That plus the extremely steep hill lead to a higher labor cost for her fence job.
4.  A sales presentation that misrepresents the services guaranteeing 2-3 days no more than 4.
FMI response:  I addressed this earlier but we never guarantee installation time lines for various reasons. FMI never guaranteed this to [redacted].  Perhaps if she attended the estimate time and date she requested she would have a better recollection of this matter. And how could any company complete work on an anticipated timeline when [redacted] failed to inform FMI that there was an entire retaining wall project which had to take place before FMI could even complete two thirds of the fence???
[redacted] informed me that this complaint was filed merely because she was frustrated that the lead installer decided her soil needed additional time to firm up before we proceeded and delayed the job by a day.  
There was even a misunderstanding between FMI and [redacted] during the initial estimate that [redacted] failed to show up for  about 24' of fencing that would connect the left side of her fence to the house.  [redacted] has stated that the retaining wall was not to be used as a barrier of fence that would enclose her property and that FMI was supposed to connect the left side of the fence to the house and not utilize the retaining wall as a barrier.  Even though this additional fencing was not on the estimate, not on the contract and set FMI back over $700 in additional materials, labor and delivery costs....FMI installed this 24' of fencing at no charge just to attempt to make [redacted] happy.  
It has been since late July that the final tweak was made to [redacted] fence to make her happy and she still has yet to pay her bill (August 13th 2014).  She wants FMI to discount her fence due to partial portions of sections that were fractionalized due to fencing stretches not evenly divisible by 8' per linear line runs.  That's like buying a turkey from the super market, eating 1/2 of it and then taking the remaining portion back to the super market for a refund on the un-eaten portion.  I've told [redacted] that the fractionalized material has no value to FMI because it does not form a complete set that FMI can use on a future project.  Partial pieces mean nothing if FMI must buy full packages to install future sections for future jobs.
As always FMI strives to make every customer happy even under the most challenging circumstances and conditions.  FMI hopes that this response provides the Revdex.com with adequate and accurate insight into addressing [redacted] complaints.  On July the 30th 2014 the final tweak was made to [redacted] fence and according to our punch list worker, [redacted],  [redacted] at that point was "satisfied."  She still has not paid her bill. 
Please don't hesitate to call me with any questions arising from this or any other matter.
Sincerely,
[redacted]
Fence Me In
[redacted]

Revdex.com: I refused his explanation because he has fabricated the truth. Everything I stated to this office is legitimate and even after we had multiple discussion (myself and FMI)the owner continued to contact me after hours in the evening on multiple occasions even after being warned we felt it was harassing to call me and badger me because I contacted the Revdex.com. I was continously harassed to fill out the form stating it was my misunderstanding when it fact it was not. FMI only provided services not only because he knew he was in error but to try and coerce me into removing the complaint from the Revdex.com website because he stated it would be bad for his business. FMI left a very disrespectful and harassing message on my voicemail complaining about me contacting the Revdex.com and how [redacted] the representative gave him information reference ger sending me anfirm to fill out. When he found out I didnt fill it out by [redacted] he became furiated and left the message stating how he bent over backwards for me for us. All this other wording he speaks of he continued to rant about only when we continued to question what was our initial deposit used for. After he stated it was used for materials I asked for an early invoice which to this day he refuse to give us a copy of. By the way my last name is [redacted] not [redacted]...[redacted] has defamed our character by informing other customers he couldn't do their fencing due to us delaying him and a host of other unprofessional ethics he has decised to say and do in order to get me to pull the report from your site. At this time I wish to continue with this complaint and escalate it through the chain due the the fact [redacted] owner of FMI refuse to give to us the consumer a proper invoicing for this unprofessional job and  final billing. At this point I truly feel that the representative handling my claim was wrong to inform [redacted] about the form I requested and the status of it. The fact of the matter in reference to the form...it was not sent back in because at that point I felt the job was not complete, the dates were further delayed, his tatics was harassing and very unprofessional,  and his attitude was very demeaning. The end result and resolution I ask for is a legitimate invoice of the fencing job to include fencing pricing, allocation of funds and final invoice for payment. This is not something a consumer shouldn't request but should be presented to the consumer at the end of each job. I also asks the [redacted] come out and view the work of his installers and see what his take is of some of the issues that remains, in which I has witnessed from a previous fencing job at my other home here in Hopewell,  [redacted] did not leave the job in the messy conditions FMI installers did. So again my apologies but I am not willing to retract any complaint I recently submitted due to all the above. 
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Review: I paid for a new wooden fence. The fence was installed in March. I contacted the sales rep, Jim, on April 15th by email with my dissatisfaction with the job. He referred me to the [redacted], [redacted]. I have contacted [redacted] by email several times. I have described the problems I have and have emailed photos. [redacted] has never come to look at the problems or sent anyone to address the problems. The problems are:

The drive thru gate has 2 moving parts of gate. They do not meet. There is a gap of several inches.

There is concrete poured on top of a mulch bed around a post in the rear of my yard.

The rear gate hinges are against a wooden board, so the gate does not swing smoothly.

The front gate is too tight - the horizontal board needed to be trimmed so it shutsDesired Settlement: I want them to come back and fix the problems and give me the fence I paid for.

Quote from and email their ssale rep sent me"Our product is superior as are our construction values"

Business

Response:

After speaking to [redacted] on 9/22/13 he stated he met with the customer yesterday and an amicable agreement was reached between him and the customer to put in a special order cane bolt at the company's expense, clean up the concrete, rebuild the gate and thorough bolt the hinges. [redacted] hopes to have the work completed by September the 5th at the latest.

Review: 6/2/14 Entered into contract with FenceMeIn to install a fence for 229 square/lineal foot with two gates (4ft side & 5ft front gate). Speaking with [redacted]/Manager, he stated that work will begin on 6/20/14 as long as the weather permits. Materials arrived on or approximately 6/16, and I began to contact [redacted] as early as 6/13/14 inquiring on the confirmation date. [redacted] stated to me he has some issues with staffing and he would try to replace that team and get another one. He called me on 6/19 informing me that the staffing had vehicle problems and couldn't make it to the job site on 6/200 but will be there on 6/23/14. The crew arrived on 6/23 surveyed the area and told me the home owner they would begin first thing 6/24. They arrived on 6/25 for approximately 11:00 am and left at approximately 2:15pm, arriving again on 6/27 and working for 2 hours due to a foundation issue on my property. I had previous made [redacted] aware of the issues and we agree that work on the fence will not continue until the Home building crew comes to fix the problem. That issue was corrected and finished on 7/2. Even after speaking with [redacted] and his crew they felt they didn't want to continue until 7/3. I received yet another call at 9:15pm on 7/2 from [redacted], explaining how his crew has vehicle problems and wouldn't be in my area until after the time initially stated (9am) they will now be available by 10:30 am on 7/3. So this has been a contact problem. Staffing/completion of fencing has turned into a very hostile workplace for his staffing and the type of services he want's me to accept. I have requested [redacted] presence multiple times to come out to the address and see the production, but he always comes up with an excuse. His staffing was very disrespectful to me as the homeowners, making threats about what he isn't going to do and how he's not performing any work on the site until everything is complete. His staffing was rude, and very unprofessional. [redacted] spoke directly to his staffing instead of me the homeowner. In the mist of all this the materials were ordered wrong and now I still have to wait another week until 7/8 for materials to be delivered and possibly the 7/9 for completion of installation. I also spoke with my neighbor and he had the exact same problem, asking to have his crew replaced and [redacted] honoring his request, he was also charged on $5000 for his fencing job in which his area is much larger than mines, in which I've been charged approximately $1600 more. It's my belief that [redacted] did not give us a quote based on lineal footage, but rather degree of difficulty amongst other obvious reasons. I would like to add the following of things that I have additional issues with and should be also address to this company. My complaint includes the following: An improper or inferior service; The failure to provide an invoice (or) written estimate for service upon request; A sales presentation w/unethical sales practice; and last but not least...A sales presentation that misrepresents the services (he guaranteed 2-3 days no more than 4). The time of completion will not be finished until 7/9/14 so he "[redacted]" says due to having to order more materials because he failed to confirm with my husband the gate being enclosed to the house, and even after me speaking with him, [redacted] confirmed to the house but yet only measured to include up to the retaining wall. He stated to me and my husband on the evening 7/2/14 at approximately 9:20 pm, that he will eat the charges of that material and will bring the fence to the house measuring 24". In my conclusion I would state his staff is rude and unprofessional, unreliable and needs to be addressed. [redacted] however needs to address these issues with his staffing, be ready to substitute staffing if jobs are untimely and can't be perform by already staffed members, stick with the customers request and timelines, and address all attendance issues with his staff as well as not making up multiple excuses to cover their actions.Desired Settlement: A replacement crew to finish the job. It's my belief the job will not be completed to the standards prior to the workers bad performance and leaving the worksite. Explanation of charges, materials used, explanation of price & labor hours charged or lineal footage charged (explanation of pay of workers). I would love to have a billing adjustment for all materials not used but accounted for and or charged to the account, an apology to my email, and a "Finished Job".

Business

Response:

To whom it may concern,

In response to complaint # [redacted], below is Fence Me In's response:

First of all it should be noted that Fence Me In never met [redacted] upon obtaining a signed agreement from her husband, [redacted]. However it quickly became clear once work begun on the [redacted] project that [redacted] would be the person Fence Me In would be answering to. The initial estimate was set up with [redacted] to attend at 6pm on June 2nd however she did not show up to the agreed upon appointment and [redacted] stepped in and signed a contract.

Fence Me In obtained a signed agreement from [redacted] and the projected start date was 6/20/2014. Fence Me In began work on 6/23/2014. The contract was for 229 linear feet of fencing with one 4' walk gate and one 5' walk gate. An installation team arrived on 6/23 and began work. On or about 6/24 or 6/25 [redacted] informed Fence Me In (FMI) that there were issues in her yard with regards to a retaining wall that would prevent us from being able to continue work installing her fence. [redacted] makes reference in her complaint: "I had previous made [redacted] aware of the issues". Fence Me In categorically denies that this critical piece of information was made known. Had FMI known a separate contractor needed to perform work in order for FMI to properly install the fence we would have definitely moved the installation date back to allow the retaining wall contractors time and space for their work to be done and sufficient time for the soil to settle in for our installation team to install the fence. However, [redacted] did not make this information known. I told [redacted] I was disappointed she kept that information a secret from [redacted]. She said "We feel it's just one of those things and you need to be understanding about it just like we were understanding when you said you would start installing the fence on or about 6/20 and you didn't start until 6/23." When [redacted] and I spoke, once the retaining wall issue was finally revealed. FMI agreed to stop work and resume work when the retaining wall contractors finished their work. I sent the installation team to begin work on another fencing job. Not more than 2 days later [redacted] called me and told me that her retaining wall people were done and that she would be expecting our installers back on her job the following morning. This presents a great deal of difficulty for us since our installation team was now in the middle of another customers fencing job. None the less, I pulled the installation team off the new job they were working on (much to the consternation of the new customers we were working on) and sent them back to [redacted] job. Once we got there we discovered that the retaining wall people were in fact not done. We couldn't resume work. The ground was not set up from the disruption to the soils surface. We tried to explain this to [redacted] at length. We tried to explain to her that if we dug and set posts over the unstable ground that if a good rain occurred it could wash the fencing down her back yard's considerably steep hill. But [redacted] did not care - she wanted us to install it anyway. We tried reasoning with her about the dangers of installing fencing on loose or unstable ground but she insisted that it would be fine and just to proceed anyway. If problems did arise from installing the fencing too soon propagated by a good rain it would not be [redacted] suffering the financing ramifications of her demands it would have been FMI. [redacted] decision to put off the installation a day or two was made to protect [redacted] fencing from a disastrous tumble down her steep hill or at least posts beginning to lean due to the unstable ground. Our lead installer made the decision that it would be best if it was not installed at that time. Our installers work by the linear foot to so it in no way shape or form behooves our installers to drive all the way to the job and then turn around and drive home. We would have been much better off having [redacted] sign a waiver holding FMI harmless should installing the fencing on loose ground become a problem as she was requesting but we were trying to act in her best interests. [redacted] has admitted to me that she was so angry with the lead installers decision to not resume installation too soon that she filed a complaint with the Revdex.com. Had [redacted] just informed FMI of the retaining wall issues ahead of time the installation would have commenced a week or two later but all disputes about whether to install too soon or wait until later would have been avoided. All arguments between her and the lead installer would have been avoided. Honestly we were acting in her best interest but she failed to see it that way.

[redacted] makes reference in her complaint to and installation time "guaranteed 2-3 days no more than 4". FMI refutes this as well since our teams average about 100' of installation per day on flat ground. [redacted] ground is the steepest grade FMI has ever installed a fence on in the 5 years of the companies existence. We would never have made a claim to install her 229' in 2 days, very doubtfully 3 days but 4-5 days is more likely. There would have never have been a "guarantee" though as unforeseen factors such as missing materials, vehicle troubles, weather and worker illnesses can and do disrupt projected timelines. The project would have taken about 4-5 days if there were no retaining wall issues.

[redacted] makes reference to a fence we installed for her neighbor in which the price was a bit above $5000 and his area was bigger than hers. What [redacted] is omitting is the fact that her neighbor's project was reduced in size twice due to his neighbor installing a fence in which our customer (her neighbor) utilized his neighbor's fence to enclose his yard. Well of course this reduced the fencing needed to complete his job. It reduced the linear footage to below 190' and the price as well as the materials needed. [redacted] is also omitting that her job's labor did have a premium attached to it which I have been forthcoming with [redacted] about because of the very steep hill on her land. It is very difficult to install fencing of any kind on such a steep hill and especially vinyl fencing since the posts have to be routed out, the pickets have to be cut and simple things such as leveling posts and pickets become much more challenging and time consuming when workers have to anchor their footing just to do their work. FMI has made [redacted] aware of this challenge and a small premium charged due to the difficult terrain and installation.

[redacted] also makes reference in her complaint to the following:

1. Failure to provide an invoice

FMI response: At the time of this complaint we were in the middle of the job. Why should we invoice a customer when the job isn't even complete yet???? I think any customer would be appalled by an overzealous attempt to invoice a customer ahead of time to collect money.

2. Failure to provide a written estimate.

FMI response: We provided [redacted] a written estimate the very evening [redacted] requested an estimate to be done for her which she did not show up for the estimate at the agreed upon time. [redacted] signed the estimate and agreement. [redacted] is in possession of this estimate and a copy of it has been sent to the Revdex.com. The estimate was dated June 2nd 2014. I'm not really sure why [redacted] says FMI did not provide her with an estimate.

3. A sales presentation with unethical practices.

FMI response: Perhaps [redacted] is referencing the difference in linear footage cost between her fence and her neighbors. But again....her neighbor reduced the size of his fence substantially when his neighbor built a fence that [redacted] neighbor utilized and connected to. This made the neighbor's fence substantially smaller than what was initially agreed to and a price adjustment was given. [redacted] failed to note this very important fact because it made his fence which was supposed to be 42' bigger than her fence, now smaller by more than 40+ feet. That plus the extremely steep hill lead to a higher labor cost for her fence job.

4. A sales presentation that misrepresents the services guaranteeing 2-3 days no more than 4.

FMI response: I addressed this earlier but we never guarantee installation time lines for various reasons. FMI never guaranteed this to [redacted]. Perhaps if she attended the estimate time and date she requested she would have a better recollection of this matter. And how could any company complete work on an anticipated timeline when [redacted] failed to inform FMI that there was an entire retaining wall project which had to take place before FMI could even complete two thirds of the fence???

[redacted] informed me that this complaint was filed merely because she was frustrated that the lead installer decided her soil needed additional time to firm up before we proceeded and delayed the job by a day.

There was even a misunderstanding between FMI and [redacted] during the initial estimate that [redacted] failed to show up for about 24' of fencing that would connect the left side of her fence to the house. [redacted] has stated that the retaining wall was not to be used as a barrier of fence that would enclose her property and that FMI was supposed to connect the left side of the fence to the house and not utilize the retaining wall as a barrier. Even though this additional fencing was not on the estimate, not on the contract and set FMI back over $700 in additional materials, labor and delivery costs....FMI installed this 24' of fencing at no charge just to attempt to make [redacted] happy.

It has been since late July that the final tweak was made to [redacted] fence to make her happy and she still has yet to pay her bill (August 13th 2014). She wants FMI to discount her fence due to partial portions of sections that were fractionalized due to fencing stretches not evenly divisible by 8' per linear line runs. That's like buying a turkey from the super market, eating 1/2 of it and then taking the remaining portion back to the super market for a refund on the un-eaten portion. I've told [redacted] that the fractionalized material has no value to FMI because it does not form a complete set that FMI can use on a future project. Partial pieces mean nothing if FMI must buy full packages to install future sections for future jobs.

As always FMI strives to make every customer happy even under the most challenging circumstances and conditions. FMI hopes that this response provides the Revdex.com with adequate and accurate insight into addressing [redacted] complaints. On July the 30th 2014 the final tweak was made to [redacted] fence and according to our punch list worker, [redacted], [redacted] at that point was "satisfied." She still has not paid her bill.

Please don't hesitate to call me with any questions arising from this or any other matter.

Sincerely,

Fence Me In

Consumer

Response:

I refused his explanation because he has fabricated the truth. Everything I stated to this office is legitimate and even after we had multiple discussion (myself and FMI)the owner continued to contact me after hours in the evening on multiple occasions even after being warned we felt it was harassing to call me and badger me because I contacted the Revdex.com. I was continously harassed to fill out the form stating it was my misunderstanding when it fact it was not. FMI only provided services not only because he knew he was in error but to try and coerce me into removing the complaint from the Revdex.com website because he stated it would be bad for his business. FMI left a very disrespectful and harassing message on my voicemail complaining about me contacting the Revdex.com and how [redacted] the representative gave him information reference ger sending me anfirm to fill out. When he found out I didnt fill it out by [redacted] he became furiated and left the message stating how he bent over backwards for me for us. All this other wording he speaks of he continued to rant about only when we continued to question what was our initial deposit used for. After he stated it was used for materials I asked for an early invoice which to this day he refuse to give us a copy of. By the way my last name is [redacted] not [redacted]...[redacted] has defamed our character by informing other customers he couldn't do their fencing due to us delaying him and a host of other unprofessional ethics he has decised to say and do in order to get me to pull the report from your site. At this time I wish to continue with this complaint and escalate it through the chain due the the fact [redacted] owner of FMI refuse to give to us the consumer a proper invoicing for this unprofessional job and final billing. At this point I truly feel that the representative handling my claim was wrong to inform [redacted] about the form I requested and the status of it. The fact of the matter in reference to the form...it was not sent back in because at that point I felt the job was not complete, the dates were further delayed, his tatics was harassing and very unprofessional, and his attitude was very demeaning. The end result and resolution I ask for is a legitimate invoice of the fencing job to include fencing pricing, allocation of funds and final invoice for payment. This is not something a consumer shouldn't request but should be presented to the consumer at the end of each job. I also asks the [redacted] come out and view the work of his installers and see what his take is of some of the issues that remains, in which I has witnessed from a previous fencing job at my other home here in Hopewell, [redacted] did not leave the job in the messy conditions FMI installers did. So again my apologies but I am not willing to retract any complaint I recently submitted due to all the above.

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

This is not a good place to do business with. If you want poor untimely excessive excuses as to why you have been charged 2-4 thousand dollars for materials ordered well in advance to begin a fencing project that's suppose to take 2-3 but will definitely be anywhere from 10-30 days without even beginning, then this is your team. This company has in the last 4 months managed to charge individuals credit cards for materials for previous jobs, and your job will be based on the next customer's credit card swipe. All I can say is don't let them charge you for work that hasn't begun. If this business is a good one, let them order the supplies, and when they are ready to begin services, then pay them 1/2, or else you'll regret it.

Review: We contracted them to build a privacy fence in our backyard. We were given a contract with specific plans to "box out" around a tree on the edge of our property line. We signed this contract in agreement. Once work started we quickly noticed that the posts set for the fence were not laid out as a "box out", but on a slight angle so as to go around the tree. This cut several feet off our property and we called to question why the contracted "box out" was no longer being done. They suggested that we keep it the way it was, but we asked them to please do as they were contracted to do. They complied, but did this by cutting the already concrete planted posts and then reusing the now shortened posts to build the fence. This means our current fence is not as sturdy as originally promised. I expect the promised lifetime of the fence is significantly shortened given the decreased stability. After the fence posts were reset the company then left a sole worker on our job for the duration of it. This meant one man built the rest of our fence and two gates by himself. It took much longer than expected and the sole remaining worker was visibly frustrated. The company used several buckets and a metal trash can of ours to mix concrete without asking and ultimately destroyed them so that they were no longer usable. Additionally, they left the pieces of chopped off posts, concrete chunks, and scrap lumber in our backyard at the end of the job despite promising that they would "clean up as if they were never there". Despite these issues the real problem has been faulty craftsmanship. One of the two gates they were contracted to install no longer works as the gate was installed on warped lumber at an angle. The gate does not open due to this and is permanently wedged in a "closed" position. We had a warranty with them and made sure to contact them within the specified time period and heard nothing. It seemed that they were waiting out the warranty time so they would not have to come and repair the issue. It is likely the gate was not installed correctly as it seems to be a 2 man job and had to be installed by the worker they left behind. After waiting over a year to hear back from them we have since had to hand cut a piece of the gate off in order for it to open. It is aesthetically displeasing and unnecessary had they honored the warranty they offered.Desired Settlement: We would like the gate replaced with a functional and uniform version. A partial refund due to the diminished quality of our overall fence would also be appreciated as it will need to be replaced sooner than expected.

Business

Response:

Hello [redacted],

I had an excellent experience with Fence Me In. They were on time, cleaned up and worked with the HOA very well. I had a large vinyl fence installed.

Review: I contacted Fence Me In a earlier in the year to put a fence around my lot. After about a month they installed the fence. Within 6 weeks of having the fence installed, a whole portion of the fence broke apart from the rest of the fence. I immediately contacted the Sales Rep [redacted] from Fence Me In to see what could be done about this. In doing so, I sent him multiple pictures showing exactly how the fence came apart. His said ok and that he is going to talk to his boss so they can figure out what needs to be done. That was about 3-4 months ago. I haven't heard anything since. I still have the text messages between [redacted] and I for proof.Desired Settlement: Just for them to come repair my $4,600 fence that they installed. So it can be of the quality that they promised.

Business

Response:

Upon learning of this customers concern, Fence Me In responded to and fixed the one board that had pulled away from a post on his fence. A 2x4 (the runner boards that attach the sections of fencing to posts on wooden fences) had warped and was pulling away from the post. Warping is something that may occur on wooden fences due to the fact that the fence is outdoors. It is not something that is covered under the warranty because Fence Me In, like all contractors, can not control whether lumber warps or twists after the fence is installed. This customer contacted Fence Me In's salesman via text with pictures of the problem. However the message was truncated due to size and Fence Me In's salesman never saw the text or the message. Fence Me In is implementing a new procedure for customers to contact us if they should have any issues via email. That way any message of prominent size will be seen and not discarded as an errant message.

Fence Me In strives to maintain customer satisfaction and regrets that this concern was never realized until this moment. We also encourage all wooden fence customers to seal their fence with a proper sealant. A proper sealant will help prevent wooden fences from warping or twisting.

Sincerely,

Fence Me In