Fence Screen

I acquire fron fencescreen rolls weave tape for chainlink fence for my house. after 1 yr and 1/2 the product started breaking apart. I called customer service number and spoked with evan blake. He requested pictures of the product. I email him pictures as he requested. a week went by and he didnt reply back, so I called customer service phone number and asked to speak to evan blake, I was told he was going to return my called. he never return my call. So I wrote him a email about his poor customer service and that I was going to take it to higher level. then finally replied saying that the product was installed wrong and that he offers me 20% discount on new product.I would never buy any[roduct from this company again. I found the excuse very lame and again poor customer service I felt like he was ignoring my calls and emails. Bad product and bad customer service. They dont stand by their warranty .

Ordered 8 customized tennis court wind screens. Three of the 8 came up short in size, the lack of quality service from Fence Screen. We offered to return 2 and make the third one work, as there was only 3 inches deficient, we were expecting to have company, and wanted to get them installed ASAP. We had to print return labels, find a box to return, buy tape to secure the heavy contents, and take to the FedEx store using a dolly. . .all at our expense, time, and energy. My husband installed the one screen approx. 50-ft panel before he realized it was short by abt a foot, see photo. The other one abt the same size also did not measure up. When we contacted Fence Screen they all but accused my husband of trying to get something for nothing. How insulting to a return customer who just spent abt $2K. I emailed Josh Alexander that customer rep Blake owed my husband an apology which we never received. I again emailed Josh for an update as our party was approaching. . .he didn’t email me back, but sent us a tracking number. I sent another email letting him know that I thought he was lacking quality customer care. . .he should have replied to my email and should have followed up with us to make sure everything was satisfactory. . .this is the kind of reply I received from Josh. . .copy and pasted from my email. . .
“ Your continuous negativity is a waste of my time which is why I did not respond previously. I apologize that we had an error on your order and we appreciate the understanding and patience from your husband.”
Is this the kind of people you would want to order from. . .you decide! We had previously ordered some in-stock landscape screens, but will never order again or refer them to anyone!
Patty
Fallbrook. CA

As advised in our previous response, customer needs to properly install the product, we have viewed photo of install and determined the panel was sized correctly

Revdex.com: I have reviewed the response 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 Regards, [redacted] ***

Revdex.com: I have reviewed the response 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 We have been calling this company since two weeks after last order for fence screen, asking for their help with a solution to the fact that the two order colors of white don't match, and sent several picturesWe continued to email and call until months ago and contacted the Revdex.com for assistanceFirst they denied we ever called , then said they have no record of us calling, then after being pressured they said they would send out a return label for us to return items, but they have never done so, called again to ask about email and again they stated they would sent label, this company does nothing to stand by products and will do anything to lead you on until you give up Regards, [redacted]

Revdex.com: I have reviewed the response 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.I have proof in the emails that I sent going as far back as July 18th stating that all of the pieces I received were the incorrect sizeAn email was sent on July 25th specifically asking about replacement of the 13' panelThis email went unrespondedI sent another email on August 13th asking about the 13' piece after only receiving new panels for two other pieces that were incorrectA copy of all of the emails that I have sent back and forth were sent to [redacted] on September 8th to prove that I have tried several times to rectify this issueThe emails can be provided to the company again if necessary Regards, [redacted] ***

We have made every attempt to satisfy customer, the panels that customer stated were sized 2" inches short were replaced and customer was sent new panels at the requested size at no chargeWe have made every attempt to satisfy customer and then months later customer request more free panels and then send in complaint reviewsThis customer can not be satisfied

RevDex.com: I have reviewed the response 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 Regards, [redacted] The company has not been able to provide me with feet of fence slats in the same color, even though they only advertise one color of tan on their websiteThe statement that they don't accept returns of previously installed slats is since the lighter color slats were installed, as seen in these photos, then returned laterThe manager [redacted] stated to me that his company no longer had the matching color of tan that I needed to complete my fence but was still unwilling to accept a return and refund my moneyThis is a case of advertisement, poor merchandise, poor customer service, and fraudulent sales practices

Revdex.com: I have reviewed the response 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 The salesman lied This product cannot be placed in chain link up a hill Only in chain link on a flat surface, as the saleswoman later stated to me - after my purchase Chain link up a hill is almost diagonal - not up and down This leaves an area of fence (A foot high by foot triangle) that CAN'T accept slats, HENSE NO PRIVACY! This occurs every foot panel It is not made for fencing up a hill as I was told when I purchased it That is advertising I asked to speak to someone who had done this - no surprise I was never called back Regards, [redacted] ***

FenceScreen was informed by customer that a small portion of their order was installed on project just before a large storm with wind gusts up to 60mph which caused damaged to the product. After storm customer installed the balance of the products with no issues and advised that
they were happy with qualityThis is the first that we were informed that they would like add wind vents to the fabric, fencescreen is happy to help customer add wind vents to the order at no charge

Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have attempted to stretch the panel but it still does not fit - the heavy side tape is not stretchable The panel is not square and does not fit
Regards,
*** ***

As per our conversation yesterday about reopening Case # ***:Attached are the emails going back and forth to Fence Screen showing that they were well aware of the issue we had with their screens and everything in their rebuttal is, in fact, a lie!When they agreed to replace the screens that had ripped that's when they stopped answering our phone calls to resolve this issue.(A little background to understand the E-mail thread*** *** works for us *** - *** *** works for Fence Screen (and has since been fired) - and *** *** is the Architect that issued the screens be made by Fence Screen.)Thank you. *** ***

FenceScreen has offered the customer multiple times to correct the fence screen that was damaged in the wind storm over months agoCustomer has not accepted the our service to add wind vents that they have feel would correct the screen, as we were advised that they can not take down the screen installed on projectWe have noted in our system that wind vents are open when ready

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While the webpage now shows it correctly, the original web site page has been changed since my complaint was filed When I originally ordered the product on the web site, the page listed 50' rollsIt was not until after my complaint that the website had been changed Since it was not properly listed at that time of the original order, the original request for a refund should still be provided I'm sure that Fence screen can provide logs on changes to the web pages to prove that it was changed after the complaint was filed Otherwise, it was advertising or just an incompetent web design Even if it was just a simple mistake, they should still provide a refund for a mistake on their part. They claimed it said on the receipt that it was broken down into sections, I only received a paper receipt (with the information about it being in sections) in the box that the product came in When I called customer service, they said a receipt was e-mailed to me but could not (or would not) verify it at my request When I asked for them to simply reply to the original e-mail they claimed to have sent (that contained the information that it was coming in sections), they would not do it If the information was sent by e-mail they would be able to provide the e-mail record with a date and time stamp with the proper attachments I received e-mails from the company, the first one was the receipt after I placed my original order on 4/2/at 1:12pm That receipt shows a single 35'6"' section and I have attached a scan of that e-mail to this response I received a second e-mail from *** *** that simply stated thanks choosing fence screen with no other information attachedThat e-mail was sent 4/3/at 9:am.Once again, I have the original receipt that shows it was coming in a single section of fence that was 35'6" Please see the attachment. Yet again, they failed to provide me any proof that it was a mistake on my part.
Regards,
*** ***

Tell us why here...Customer choose and ordered the productAfter confirming there is no product defect, it is simply an installation issue. We can not control whether the customer will be happy with look of product after the customer installed the productWe have offered customer the
option to return product

Customer ordered our pre printed design, the product is sold in 25' rolls, not 50' rolls as customer is claimingOur website clearly states 25' as maximum length as well as invoice receive by customer at time of purchase stating the sizesAttached is link to web page stating sizes
*** - All of our invoices and website clearly states custom sized orders can not be returned, customer ordered custom size material to fit there fence, it is non returnableOur customer service team attempted to remedy by offering to accept a portion of the material back

All of our banners are printed using year outdoor rated 3M ink, all of the banner material is rated to last outdoors for up yearsIf there were any issues with manufacturing customer would have know in the first weekCustomer clearly understands that stating after days the "Grommets
where ripping out, zip ties where braking or coming undone, there are cracks in the banner and edges frayed" would be due to poor installation, when there are high winds the "Grommets will rip out and zip ties will break and if you do not put them back on the screen, the material will flap against the fence and damage the print which is exactly what happened. We do not manufacturer the zip ties these are purchased and the clearly will not break unless there is something stressing them and forcing them to break. Installation instructions are listed on our website and included with each orderWhen customer did not get the answer they were looking for "free replacement" they asked for the owner? Assuming the owner would not understand their business and give them free product? We are sorry to see the customer had issues with the product do to installation, however this is not a manufacturing issue so we would not offer free replacementWe are satisfied to see that our GM offered a generous discount to try his best to satisfy the customer

Revdex.com:
I have reviewed the response 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              The salesman lied.  This product cannot be placed in chain link up a hill.  Only in chain link on a flat surface, as the saleswoman later stated to me - after my purchase.  Chain link up a hill is almost diagonal - not up and down.  This leaves an area of fence (A 5 foot high by 1 foot triangle) that CAN'T accept slats, HENSE NO PRIVACY! This occurs every 10 foot panel.  It  is not made for fencing up a hill as I was told when I purchased it.  That is false advertising.  I asked to speak to someone who had done this - no surprise I was never called  back. 
Regards,
[redacted]

No changes were made to our web site regarding sizes of screens, the designer screens have been and are sold in 25' sections. The size was listed on customer receipt attached is copy of the receipt (it is highlighted showing the 25' maximum size). Were sorry that we are unable to satisfy this customer. Once the customer installs product we hope that he will be satisfied with product.

First let me say find another company to work with. FenceScreen.com DO NOT stand behind their product. I received my order of the 700 series. I installed multiple panels. To minimize the gap between panels I connected the grommets on both panels. Within about a week the material was pulling/tearing away from the grommet. When I contacted their customer care I was told the warranty on the panels were void because I connected the grommets. So how was I suppose to know this? They claimed that I got the instructions in the box. I asked them to send those instructions. Took them 2 days. I compared my instructions to what they sent. It was different. Mine has NO MENTION of the grommets connecting. There's had a picture with a line thru it. I sent a picture of mine to them and now I don't hear back. They are very wrong here. I only want them to replace the faulty panels (2). I will even appreciate their replacing with their lower end product (200 series) as this seems to be hold up better than the very expensive product, Thank you for your help!