Fenceline Works, Inc.

Good Afternoon, Again, we are willing to work with Mrs***, but will only repair what is within the warranty and protocolAs a company that has been in business for multiple years with absolutely NO complaints about our build, I am hoping our customer will trust we built their fence to the highest standards. Regards,***

We apologize for the unsatisfactory of this customer, and for not meeting Mrs***s' Fence Standards.We have reached out multiple times to fix anything that would hurt the integrity of Mrs***s' fence, although the list below such as, but not limited to, " The Galvanized Posts being put on Backwards", are things that we, as professionals know are built in such ways for the extended life of the fence and for certain reasons. We have never had complaints such as these and are working to fix these issues. -*** ***-FenceLine Works

Complaint: ***
I am rejecting this response because: Dear *** ***:Upon receipt of the last response from the business there appears to be a misunderstanding on their part.Awaiting a reasonable answer for charging me $for a fence permit that once again they indicated I needed, but did not because I live outside of the city limitsMentioning that it is an administrative fee is not an acceptable answer, this is fraudulent. Also awaiting a response from the check that has been in the mail since February for a refund of $525.09, this may constitute mail fraud. (she must show cancelation, date and check# if in reality she did sent a check which has yet as of this date never been received by me as well). I respectfully requested a Cashier's check for the full 100% overpayment of $525.09. From the very beginning, my grievance has always been noted as a "Workmanship and Quality of Materials" issues, this is the actual problem. The few selective repairs they are choosing to make under a warranty and protocol are in good faith, but not in the scope of the overall multiple deficiencies of the fence they built;this mythology is unacceptable as a way to resolve this grievance. Once again, this fence was not built to the specifications and materials I requested and paid for; the business continues to ignore the actual facts in processing these deficiencies as a warranty. In regards to the response of building a fence to the highest standards, I have difficulty understanding when again this is not the fence I paid for or requested to have built due to the poor "Workmanship and Quality of Materials". If building a fence to the highest standards includes installing Galvanized Posts backwards, they may want to consider changing the businesses overall mission as it does not focus on Customer Service. It appears that Fenceline Works is trying to circumvent as to what is the right thing to do and I am left no choice but to continue to fight for what is right. I will be filling a complaint directly to the Bexar County Attorney General and the State of Texas Attorney General Consumer Affairs Divisions. In addition, I will also be filling for legal action in Small Claims Court and pursuing the maximum amount allowed by law. Other powerful tool are also available at my disposal to insure fairness in regards to this grievance and a satisfactory resolution. My integrity and credibility is at stake here, it is noted that this business has poor ethics and in the end I will prevail.Sincerely,
*** ***

FENCELINE WORKS WARRANTY SERVICEFenceLine Works fence company, offers a hassle-free warranty to our customer This warranty is a 2-year warranty and a free service for any structural repairs that need to be made within company guidelines.The guidelines included are; but not limited to, the following.Please note: All requests require an inspection from a FenceLine Works professional. Warranty Repair & Maintenance:• Photos must be submitted Via E-mail to ***• Requests must be evaluated and sent to our support team to schedule an onsite appointment• Warranty includes structural issues ONLY: Meaning non-functional pickets, Posts that may warp that cause structural issues, loose cross boards causing structural issues, nails/screws popping out and/or any other issue that is hurting the structure of the customers fence within the warranty time. Feel free to reach out for further questions or concerns*** ***

Complaint: [redacted]
I am rejecting this response because:
"Fenceline Works' continual refusal to move toward a fair and reasonable resolution leaves me no choice but to exercise my full legal rights under the law, to include holding Fenceline Works responsible not only for the cost of the failed transaction, but also for all court costs and expenses of litigation.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Here is my response to you.  Also available in the attachment...The Business response to our last response:Fenceline Works has been and is continuing to work towards resolving any issues that constitutes under protocol, however can be difficult without the cooperation of the other side.Fenceline Works is a company of integrity and we appreciate all our customers... Dear [redacted]:Fenceline Works response lacks substance and is not elaborate enough to reach a resolution other than mentioning that they are working to resolve any issues that constitutes under protocol.Aware of the actual definition of the term used in her response I have yet to receive in writing just exactly what they are willing to do to resolve all the deficiencies brought to their attention.My cooperation has always existed, Fenceline Works essentially has demanded repairs be made to their liking and choosing.  There has been no response to the requested customer 100% Satisfaction Warranty Waiver of which I clearly indicated I should not have to sign to have an understanding of what they will repair or replace for that matter.Once again, as a company of integrity I want a valid response regarding the check that has been in the mail since February 2017 for the refund due to me.  At this time I wish to request for it to be a Cashiers' check for the full amount of $525.09 (Five hundred twenty five dollars and 09/100).Integrity certainly is also lacking and it shows in the inability to build a fence as requested by the customer they so much appreciate as indicated.A full refund or a total fence replacement at this time should be offered to include the repair/replacement of the broken siding panel.Hopeful we can move this along promptly.  Many other avenues are available to pursue at my disposal to insure fairness and once again an amicable resolution.  The pursuit of more than just their integrity is at stake.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response. Dear [redacted]:First and foremost, paying attention to detail is imperative in business and customer satisfaction.  My name is Ms. [redacted], not Mrs. [redacted] just to make it perfectly clear.   This mistake alone speaks miles about how they regard and respect their customers. Fenceline Works can continue to apologize for my unsatisfactory resolution, but when a business fails to install a Galvanized Post per the recommendations of the manufacturer while commenting about their professionalism I have them to blame as well as their Sub-Contractor who likely committed the error and Fenceline Works for not willing to accept their mistake.  Yes, I understand the fence is not going to fall down with the posts installed incorrectly, this does not make it right; but it has put me in a difficult position with my HOA for they are aware of the improper installation of the posts per the information I provided in which they allowed the use and installation of this type of posts in the first place. In regards to fixing the issues, yes, they have come forward months ago to resolve a few items and only a few items of their choosing, not including the repair of the damaged siding whose story has already been told.  No repairs until I sign a 100% Satisfaction Guaranty Waiver.  I am not satisfied with the work, they did not build my fence as I requested and paid for handsomely.   How can they have the audacity to have a customer sign such a waiver before making any repairs?  I understand that this is their line of work; however, my requests were within fencing industry standards and the irregularities were all noted in the inspection from Johnston Enterprises whose owner has over 30+ years of experience in the fencing industry. [redacted] mentions that we "As professionals know are built in such ways for the extended life of the fence and for certain reasons".  I am failing to understand why most of my pickets were installed touching the ground, why the incorrect clearance at ground level was not considered, wrong size rot board was used, pickets not level, etc.   I am also trying to understand the meaning of "certain reasons" in her response and would like clarification without beating around the bush while continuing to feed me with words instead of results and actions. I would like to add the deceitful nature of this business.  [redacted] has clearly indicated numerous times by email dating back to February 2017 that the refund check was in the mail and to this day I have yet to see the check in my USPS mail box, or a delivery by FedEx or UPS of any kind, to include just recently during our communication and complaint thru the Revdex.com.  With that said, there is no integrity or credibility in this business, it's owners and it's management. In my opinion, this business did not build the fence I requested and paid for and they are not willing to accept the error of their ways or their sub-contractors mistakes.  Regarding her mentioning business complaints, I have done research online and this business has had complaints, maybe not to this extent but they do exist.  Denying or declining to make it right along with all these other nuances like the check is in the mail makes me think this is not a reputable business. I continue to look forward to an amicable resolution in the near future and look forward to their response. Sincerely,
[redacted]

FenceLine Works has been and is continuing to work towards resolving any issues that constitutes under protocol, however can be difficult without the cooperation of the other side.FenceLine Works is a company of integrity and we appreciate all of our customers.

Complaint: [redacted]
I am rejecting this response because:[redacted]                                                                                                                 July 27, 2017[redacted]Dear [redacted]:The reply below is in reference to ID#[redacted], reference by Item Number as replied by the Fenceline Works [redacted]:1.   Galvanized posts per manufacturer specifications were installed backwards, a brochure      photo was provided to note the correct installation of these posts.   The understanding with      the HOA for the approval of the metal posts was "that they were to be installed in      accordance to the manufacturer installation brochure"2.   Gaps were left at the rear corners of the fence property line.  Metal posts could have been       installed adjacent to existing posts -as needed- to accommodate the billing I incurred on their      estimate for such posts.   Fenceline Works did not in any way consult with me regarding the      corner posts or how they were going to affect the structure and deficiency noted by Johnston      Enterprises listing.3.   My residence is located outside city limits of San Antonio.  The permit in no way required      or needed.  In my opinion the time and effort was unnecessary as Fenceline Works      indicated that it was required when they should have known that I live in the Bexar County.     As mentioned in my complaint, I had confirmed with the City of San Antonio Development      Services that a permit was never pulled for my property.   So the checking regarding a status      of permits etc. is not considered valid charge.4.  As for the professional inspection, regarding a friend of family member, the owner of     Johnston Enterprises has over 30 years experience in the fencing industry.   His assessment     of the deficiencies fall within fencing industry standards.  The fence itself was not built as     requested by the owner, starting with the improper size and type of rot board to include the     variance height requested as approved by the HOA.  Other fencing professionals have been      consulted regarding the materials and construction defects of the fence itself, concurring with     Johnston Enterprises assessment.5.  Regarding the refund check for $525.09.  Although it has been indicated to been sent out per     Fenceline Works, it has yet to be received by mail, and it has been an issue since its request     dating back to Feb 27, 2017.6.  Siding pictures provided by Fenceline Works which were also provided in my Revdex.com complaint,     clearly showed no damage to my siding prior to the installation of the fence in the area in     question.  I have brought to the attention multiple times to Fenceline Works that the delay in     the notification of the damage was due to my work schedule of which forces me to return home     after dark and along with working on weekends it went un-noticed until I notified them of the     damage.     Johnston Enterprises assessment clearly stated that the damage could have only been caused     by the contractor during the installation of the gate posts.7.  In the contract the pickets requested were Western Red Cedar not West Coast Cedar.  A copy     of the contract was provided in my complaint to Revdex.com and it clearly indicates the material requested     for the pickets.8.  The installation of the pickets along with the incorrect rot board was not requested to be set on     the ground.  Although there was concern regarding the dogs and digging, the allowance to ensure     the unobstructed natural flow of water thru out the fence line was not followed and the HOA guidelines     were also not met.  In my initial request I have documentation for proof that a 2 X 6 pressure treated     rot board be used.In my opinion I have been unable to understand how Fenceline Works could have the audacity to requestfor me to sign a "100% satisfaction waiver" when my fence is so full of deficiencies.  This waiver shouldnot be used to repair installation deficiencies until after they are corrected to my satisfaction.An email dated March 6th 2017 is attached in regards to the check, the waiver, type of wood, rot boardand gate concerns.
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response. Dear [redacted]:First and foremost, paying attention to detail is imperative in business and customer satisfaction.  My name is Ms. [redacted], not Mrs. [redacted] just to make it perfectly clear.   This mistake alone speaks miles about how they regard and respect their customers. Fenceline Works can continue to apologize for my unsatisfactory resolution, but when a business fails to install a Galvanized Post per the recommendations of the manufacturer while commenting about their professionalism I have them to blame as well as their Sub-Contractor who likely committed the error and Fenceline Works for not willing to accept their mistake.  Yes, I understand the fence is not going to fall down with the posts installed incorrectly, this does not make it right; but it has put me in a difficult position with my HOA for they are aware of the improper installation of the posts per the information I provided in which they allowed the use and installation of this type of posts in the first place. In regards to fixing the issues, yes, they have come forward months ago to resolve a few items and only a few items of their choosing, not including the repair of the damaged siding whose story has already been told.  No repairs until I sign a 100% Satisfaction Guaranty Waiver.  I am not satisfied with the work, they did not build my fence as I requested and paid for handsomely.   How can they have the audacity to have a customer sign such a waiver before making any repairs?  I understand that this is their line of work; however, my requests were within fencing industry standards and the irregularities were all noted in the inspection from Johnston Enterprises whose owner has over 30+ years of experience in the fencing industry. [redacted] mentions that we "As professionals know are built in such ways for the extended life of the fence and for certain reasons".  I am failing to understand why most of my pickets were installed touching the ground, why the incorrect clearance at ground level was not considered, wrong size rot board was used, pickets not level, etc.   I am also trying to understand the meaning of "certain reasons" in her response and would like clarification without beating around the bush while continuing to feed me with words instead of results and actions. I would like to add the deceitful nature of this business.  [redacted] has clearly indicated numerous times by email dating back to February 2017 that the refund check was in the mail and to this day I have yet to see the check in my USPS mail box, or a delivery by FedEx or UPS of any kind, to include just recently during our communication and complaint thru the Revdex.com.  With that said, there is no integrity or credibility in this business, it's owners and it's management. In my opinion, this business did not build the fence I requested and paid for and they are not willing to accept the error of their ways or their sub-contractors mistakes.  Regarding her mentioning business complaints, I have done research online and this business has had complaints, maybe not to this extent but they do exist.  Denying or declining to make it right along with all these other nuances like the check is in the mail makes me think this is not a reputable business. I continue to look forward to an amicable resolution in the near future and look forward to their response. Sincerely,[redacted]

First and foremost, we build with the same attention to detail, quality and care for each appreciated customer.As the Owner of FenceLine Works, Inc. I can attest, that we are licensed, Insured and a reputable Company, so we will do anything we can; within the boundaries of what we know to be...

correct, within our Company protocol to satisfy our customer.   Also note: There has been many previous e-mails to Mrs. [redacted], that state We Will go back to replace pickets, cover up any part of the Galvanized posts that are showing, etc... and Mrs. [redacted] had Initially gave us a list in which we were going to fix 3 MAIN ITEMS.  At which time, myself and Manager went had a 1 hour meeting with Mrs. [redacted].  It was until Mrs. [redacted] asked her friend to "inspect" the fence, that other mundane issues surfaced. 1.) Galvanized posts are not put on "backwards".  When the pickets have to face a certain way, this effects the structure and build. We had to plant each post the way we did for a purpose and longevity of her fence, along with      keeping in mind, the direction the pickets had to be faced. 2.) If there are old corner posts that were not replaced, it is because they cannot be, as this would create a liability issue. We have to connect new fence to their structure, because if we removed those posts, it could harm the      neighbors fence, and we do not touch anything other than what we are working on for our client. 3.) Permits:  Our office has personnel that checks on status of permits etc... we have a charge of $100.  That is not only for cost of permit, but for the time and effort to have someone from our company go to the city to acquire      this paperwork for you.  .4.) A "Friend and/or Family Member" of Mrs. [redacted]'s does not count as a "Professional Inspection".       We have a warranty that will cover any split pickets, warping.... in which case it is no cost to the client for us to go out and fix this.  However, an entire re-build on a new fence is not acceptable, as the fence was build amazing.      Also: Mrs. [redacted]'s main concern are her neighbors DOGS that keep pushing and running into the fence.  Our company is not liable for Mrs. [redacted]'s neighbors dogs causing harm to this fence. 5.) Check:  We are not trying to veer from paying Mrs. [redacted] what she is owed.  A check was sent out and we had not heard back stating she did not receive this?  I am more than happy to hand deliver, or re mail a check for      $525.09. This was never an issue.  6.) Sidings: This issue was not mentioned until almost 1 Month after the fence was built, in which myself along with Mrs. [redacted] had already toured the entire property and found nothing wrong at that time. There is nothing to      justify this was done by our crew or company. We are more than happy to fix certain issues with the fence, but again, this was not brought to our attention until almost 30 days after in which anything could have happened after     the fence build. 7.) I have proof of the Cedar that indeed is West Coast Cedar.  Our Distributor is MG Building Materials.  We have a vendor account with them. It is listed on their website, the west coast cedar they provide.  We have purchased       in bulk for the past 2 years. 8) The bottom board was attached correctly and is set on the ground so that Mrs. [redacted]'s fence does not have large gaps for the dogs to dig etc... since that was also her concern.  Lastly, we Always build with the pickets at        least an inch from the ground for water flow.  Even without the bottom board, this space helps pickets from rotting.   All being said, again we are happy to help Mrs. [redacted] with what makes sense, as this fence was built with the same quality, care and integrity as all of our hundreds of other customers in the San Antonio and surrounding areas.  Helping her is not an issue, although more of trusting that we are the professionals and this is what we have done for years.  We have very high standards for New Build Fences, and have a GREAT Reputation because we take care of our people.  I hope Mrs. [redacted] can allow us to fix what needs to be, and trust we know what is right, as Fence Experts. Thank you,[redacted]Owner/ FenceLine Works