Home & School Connection

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would only be comfortable with a response in writing that states if in the future any of the toppers were to come off that they would be replaced at no cost to me.  In addition, I have concerns with working with this company outside of Revdex.com since the initial reason for filing this compliant was because Heather specifically refused to respond to me after numerous attempts through email directly and their website.
Regards,
[redacted]

Hello [redacted]-This is in response to complaint ID [redacted].  If Ms. [redacted] can call our office and send photos of the missing caps, we will write a service ticket to have them replaced.  Typically this is not something that is replaced at no cost as wind, rain, and storms our acts of God and...

we can not control that.  It is not recommended to glue the caps in the event we need to repair, replace or adjust any portion of the fence.  I believe there may be miscommunication between Ms. [redacted] & NEO Fence.  We will replace her caps this time and do our best to better secure them to with stand the elements. However moving forward there would be a cost associated w/ replacement caps, as this is not covered under warranty.Thank you for your timeHeather K[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 I am not sure why it matters how long it took me to file the complaint.  I also did not hear anything about the cement that holds the posts in is not very strong.  Like I said, when I dug a hole to try and fix the sprinkler system, it just falls apart from a shovel.  That is unacceptable.  Also like I said in my complaint, I asked the crew several times to mark the lines they hit which they did not do.  I also called and you said someone would come out to mark the lines which was never done.  I will be glad to send in pictures of my fence that is not straight.   Am I going to get a response about my brothers fence that is also not straight.     
Regards,
Frank [redacted]

From: heather neofence.com Date: Tue, Jul 19, 2016 at 10:42 AMSubject: Re: Rebuttal requires your immediate attention please ID [redacted]To: [redacted] Land <[redacted]@cleveland.Revdex.com.org> [redacted]-I can see if we can give her the missing caps, and try to better secure them so we will not have this problem in the future.  We do our very best to please our customers and we are more then willing to make sure she has caps and they can be secured.  Please have Ms. [redacted] contact me via email or phone and I will write up a service ticket.Thank youHeather

In regards to the number of man hours- it is not relevant as you offer a warranty. You did not come out twice last year- you installed it and came out 1 time when no one was home and then never returned a single phone call or voicemail, in regards to this year, you've been out twice- so you need to get your facts in order. The gate is not sitting parallel still- and that has nothing to do with the staining as it's the metal that's not sitting right, the skirt board as you suggested installing- was never finished around the back of my yard, and although you may say the gaps underneath are due to the contour of the ground- the 2x4's that are securing the privacy fence boards are not level- and they should be, according to a few other fence companies. If the work is going to be done and done correctly, then please contact me but preferably not again in a 13 day turnaround as Heather stated you would be contacting us and then never did until this complaint was filed. Otherwise I want money back in compensation so that I may have it done properly with another company.

Revdex.com,In response to [redacted]s complaint. We were contracted to install a wood fence for [redacted] on 3/9/2017. We applied for the permit in Strongsville and received approval on 3/29/17. I personally talked to [redacted] to schedule install on 4/4/17, we decided he would remove the old fence on the...

weekend of 4/8/17. We scheduled and installed fence posts on 4/10/17. The yard was extremely wet and muddy prior to install of posts. [redacted] asked the install foreman for a finish date before we were even done setting posts. The install foreman does not do the scheduling. NEO Fence install procedure is install posts and return 3-7 days later after concrete is dry and nail boards. He was explained this at the time of the estimate. He was then informed to call office which he did on 4/10/17. We returned his call on 4/10/17 and left a message for [redacted] to call back to schedule, he did not. He called back on 4/11/17 yelling and swearing about fence not being complete. I personally left him a message on 4/11/17 and asked him to call me to talk about his project and concerns, he did not. He contacted Salesman on 4/11/17 and sent threatening text message ( we can provide copy). He also called and gave secretary a hard time. He was quoted as " he would be there on 4/12/17 and you better call the police". We debated getting Maple Heights a police involved and printed text messages. On 4/12/17 his wife [redacted] contacted Bob L[redacted] to discuss project. He the forwarded her information to me. I called [redacted] and had a very cordial and productive conversation. I explained to her the ground in extremely wet and muddy and not to much can be done, she agreed and asked to have project complete. She explained her husband had a "temper" and with dogs and the holiday just wanted fence complete. I informed her we were returning tomorrow 4/13/17 and I will have complete by weekend. There is also a possible is sure of relocating a couple posts.mi told her this may hold project up but I will do my best to make sure it does not. At this point we will return as discussed with [redacted] we feel we have done are part under circumstances and weather. We will do are part as we always do to make sure yard is as clean as possible. We anticipate being complete by the weekend. I am informing the Revdex.com if at any time my employees or myself feel like there may be a conformation or if anyone is in harms way. I will remove everyone from the site. I will then inform police of text messages and conversation.I had no intent to do this after the conversation with [redacted] this am but after receiving this complaint, I have decided for this all to be on record.Thank youJim R[redacted]President NEO Fence Co, Inc

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Business responded.  See attached. Business response copied and pasted below by Revdex.com staff 10/14/15.Wednesday October 14, 2015 Revdex.com 2800 Euclid Ave 4th Fl Cleveland, OH 44115 Dear [redacted] This is a response to the last rebuttal from the Pete [redacted] complaint# [redacted] that we received via email on 10/6/15. As stated in previous conversations, and on the contract that was mutually entered by NEO Fence & Pete [redacted] on 7/17/2014 in regards to the warranty, and NEO Fence having no control over cracking, splitting, or shrinkage on wood materials. Yes, the [redacted]'s had contacted us on 10/13/14 and we did respond to their service call as this is part of the labor warranty. We then did not hear from the [redacted]'s until 9/1/15 almost a year later, about what they feel went un resolved. We are open year round and work through the winter months they could have called anytime from the initial service call that was placed on 10/13/14 and we would've found a way to rectify what they feel is not done. It has proved to be true that the [redacted]s' have not maintained the fence by staining, or sealing their fence w/ in the recommended time frame as we highly suggest to preserve the wood products used. We feel we have lived up to the five year labor warranty that we offer to customers. As we have been out to the [redacted] residence multiple times to correct the fencing that they feel is unsatisfactory. We are not walking away from this customer, nor are we giving them a run around. We simply cannot give back any monies, or refund the purchase of their fence. We are however willing to work w/ the [redacted]s' to help them achieve the outcome they are looking for, within reasonable demands. We would be happy to have the NEO Fence, owner & president Jim R[redacted] meet w/ the [redacted]'s at their home and go over the outstanding issues that the [redacted]'s still feel need addressed. We do strive for happy customers, and truly want the [redacted]'s to be satisfied w/ their fence if this is something they are willing to try and accomplish they can call our office 216-518-7444 and we can arrange a time for all to meet. Thank you-Jim Randall NEO Fence President/Owner