Fences By Dente Inc.

Complaint: ***
I am rejecting this response because:
I was unaware that the email I submitted on 23Sepwas not received until calling the office today, sorryI wanted to folland was told that I should contact you via email regarding this matter. I do not wish to close this matter. I am greatly troubled that Fences by Dente has created this situation and prolonged correcting their mistake
It is very troublesome to have a company you trust come onto your property, break something, admit they broke something, then lieThe proprietor did not even have the decency to come and evaluate the fence although I suggested that if he saw the fence he would likely have a different outlookThe gate is in good condition and has not suffered any aggressive storms, nor has the gate been hit by a vehicle
I thought this incident was an innocent mistake, but it seems that the Foreman has told the owner a lieI am not sure if the company policy is to hold the employees liable for damages as this is the only way I can understand why the Foreman would liePlease help, I am thanking you in advance for your time and assistance
Regards,
Regards,
*** ***

In May we installed a 6ft high solid white PVC fence for this customer which included a 10ft wide double gateGoing against our advice, we installed the gate to meet his spacing requirements and
customized the gate to follow the grade of the drivewayIn August, this customer contacted our office stating that his gate was sagging and that he was having trouble closing the gateWe sent our foreman to the property, who promptly noticed the crack in the gate right above the top hingeThe hairline crack was already present and got worse as he tried fixing itAt no time did our installer say that he caused the damage to the gateHe did inform the customer that his gate will need to be replaced due to the crack which could not be fixedThe location of the crack is not a product defect and is not covered by the Manufacturer’s Product WarrantyWe informed the customer that we have no way of knowing what caused the damage and that yes, it could have been due to the effects of Hurricane Sandy or by personal errorWe also informed the customer that we would waive any labor fees associated with replacing the gateWe are only charging for a new custom gate leaf to fit the gate opening and the cost of the Solar Cap that was replaced outside of the warrantyThe Customer fails to mention in his complaint that we have gone back to his property and made adjustments to his gate for no charge on previous occasionsWe have attached both our estimate and emailed correspondences for your reviewWe responded to the customer about the gate issue and have offered a solution to fix the gateThank you***

Dear Ms. [redacted],It seems that the customer and I are obviously going to disagree on what has transpired with his gate.  This customer has not stated anything new in his latest response and continues to repeat the same erroneous claims.   I take offense and do not appreciate this customer calling our installer and our company liars when that is not the case.  Contrary to what the customer has submitted, I have been by his property on my own time to inspect the damage to his gate.   We stand by our original response to this claim and feel our offer has been reasonable.   Thank you,Fences By Dente, Inc.

Review: I contacted Fences by Dente to repair an issue I had with my gate closing properly. After several attempts to resolve the issue I received a call informing me a representive would come to my home to fix the fence. The gentleman arrived and started the repair, unfortunately, he stated to me that I would likely need a new gate because when he was making an adjustment the fence cracked. I told him no worries please inform the office and I would follow-up also. After making several calls to Dente, I received an email with a bill stating I would be chared approximately $700.00 because due to "Hurrican Sandy" such claims were not Dente's responsibility. I politely submitted an additional email explaining that the damage was "NOT" a result of "Hurricane Sandy" but was a honest mistake/mishap by the employee. I then recieved a follow-up email stating that the employee did not agree that he had damaged the fence although he stated to me what he had done, and the fact is that the fence was not broken before he had arrived. The employee had admitted to me his guilt and said he would speak with his employer prior to leaving my residence. Please help, regarding this matter.

ThanksDesired Settlement: I would like my fence fixed.

Business

Response:

In May 2012 we installed a 6ft high solid white PVC fence for this customer which included a 10ft wide double gate. Going against our advice, we installed the gate to meet his spacing requirements and customized the gate to follow the grade of the driveway. In August, this customer contacted our office stating that his gate was sagging and that he was having trouble closing the gate. We sent our foreman to the property, who promptly noticed the crack in the gate right above the top hinge. The hairline crack was already present and got worse as he tried fixing it. At no time did our installer say that he caused the damage to the gate. He did inform the customer that his gate will need to be replaced due to the crack which could not be fixed. The location of the crack is not a product defect and is not covered by the Manufacturer’s Product Warranty. We informed the customer that we have no way of knowing what caused the damage and that yes, it could have been due to the effects of Hurricane Sandy or by personal error. We also informed the customer that we would waive any labor fees associated with replacing the gate. We are only charging for a new custom gate leaf to fit the gate opening and the cost of the Solar Cap that was replaced outside of the warranty. The Customer fails to mention in his complaint that we have gone back to his property and made adjustments to his gate for no charge on previous occasions. We have attached both our estimate and emailed correspondences for your review. We responded to the customer about the gate issue and have offered a solution to fix the gate. Thank you[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was unaware that the email I submitted on 23Sep14 was not received until calling the office today, sorry. I wanted to follow-up and was told that I should contact you via email regarding this matter. I do not wish to close this matter. I am greatly troubled that Fences by Dente has created this situation and prolonged correcting their mistake.

It is very troublesome to have a company you trust come onto your property, break something, admit they broke something, then lie. The proprietor did not even have the decency to come and evaluate the fence although I suggested that if he saw the fence he would likely have a different outlook. The gate is in good condition and has not suffered any aggressive storms, nor has the gate been hit by a vehicle.

I thought this incident was an innocent mistake, but it seems that the Foreman has told the owner a lie. I am not sure if the company policy is to hold the employees liable for damages as this is the only way I can understand why the Foreman would lie. Please help, I am thanking you in advance for your time and assistance.

Regards,

Regards,

Business

Response:

Dear Ms. [redacted],It seems that the customer and I are obviously going to disagree on what has transpired with his gate. This customer has not stated anything new in his latest response and continues to repeat the same erroneous claims. I take offense and do not appreciate this customer calling our installer and our company liars when that is not the case. Contrary to what the customer has submitted, I have been by his property on my own time to inspect the damage to his gate. We stand by our original response to this claim and feel our offer has been reasonable. Thank you,Fences By Dente, Inc.