Hoover Fence Company

Review: I searched online for 1/2" fence finials and Hoover seemed to have a nice selection. I made a phone order and the finials arrived. The finials were too small, so I checked the websites return policy at http://www.hooverfence.com/returns.htm Simple enough. I found their return policy, return address and directions on how to retrieve an "RMA" number. I sealed up the box, addressed it and took it to the post office. Waiting in line for postage, I called Hoover Fence for my RMA number. I spoke with [redacted] and she said she had to contact the "warehouse" for the RMA number. I thought this was strange. Why couldn't she just give me an RMA number? The reason is because she is having me ship to another business... I'm told that I will have to ship their product to another address- not Hoovers warehouse? Interesting- that was not listed on the "Returns" page. How about I just return Hoovers product to Hoover? Then she tells me that I have to pay for my shipping to them AND for the shipping to another business (not Hoover) if I send the ready-to-go package to their return address (I bought these from HOOVER)? What? Plus a restocking fee of 15%. Why should I pay Hoover a restocking fee when the product is not even being returned to them? Interesting. Basically my day has been wasted. Ripping off customers and wasting their time is shady and no way to run a business. I'm hoping my experience gets better after I receive an "RMA" number and I want a full refund.Desired Settlement: I request a full refund of the full amount I paid to Hoover Fence Co. when they receive my return. It is in original packaged condition.

Business

Response:

Thank you for writing. We ship from several warehouses throughout the country like many other distributors, mail order catalogs, and major brick and mortar stores. This is common and consumers save as a result. Consumers get products sooner and less expensively.

Returns are therefore routed strategically; usually items get returned from where they came. If you would feel more comfortable returning items to our to our main distribution warehouse, you may. Please simply ask to so we can note your return accordingly. Also, please note you pay more in shipping to return an item to our main warehouse compared with where you were instructed to return it.

Our return policy may be found online here as you pointed out: http://www.hooverfence.com/returns.htm

You are asked to read this prior to checkout and agree to it as you have. Return shipping fees and a restock fees are common. We do not charge these if there is an error on our part. Shipping fees go to small parcel carriers such as[redacted], and[redacted] for transporting goods to and from you. Restock fees help to absorb the cost of handling, packaging, and repackaging your goods. These are all real and recognizable costs associated with your return. Returns are not profitable.

I tried calling you direct this afternoon to resolve the issue. You are welcome to call me direct to discuss.

In the interest of good customer service, I suggest we waive the restock fee as a courtesy. Returning the merchandise and the cost of, however, will remain your responsibility.

Please advise if these terms are acceptable so that we may process your return accordingly. Further, please advise where you'd prefer shipping your return.

Respectfully,

Review: I purchased a Water proof Cover, Black on Black 12 x 12 with 28 ball ties. I ordered and paid for this on May 6, 2015. First of all I paid for the product on this date and did not receive it until one month later June 5, 2015. Besides the fact that we got this product so long after we had paid for it. . . The day we got it we put it up over the dog kennel. It is suppose to be a heavy duty cover that is water proof and thicker material so that it would keep our husky dry during the day. Well we had one windy day and this AMAZING product ripped right along the seam. in two (2) different spots. BOTH ARE THE SIZE OF A SOFTBALL. That is right I did not even have this for one week and paid $[redacted].** for basically a tarp. The tarp may have help up longer than this. I have tried to contact the number 800-355-2335 all day and sent an email yesterday to return this product for a full refund OR have them replace it with one that hopefully will last longer than 1 week.Desired Settlement: REFUND in the amount of $[redacted].** OR REPLACE with something that will work. I have pictures of the day I put it up and the day it ripped in 2 different spots.

Business

Response:

[redacted],

Although I am not sure how you installed your cover or how it ripped, we will issue a full refund in the interest of good customer support.

Some of our products are built upon order. Custom covers like yours are custom stitched and currently take 2-3 weeks to ship. It does take UPS/FedEx 4-5 days to carry a product from the east coast to the west coast. I have reviewed correspondence with one of our representatives dated near your order date quoting lead time. I also see some current correspondence concurrent attempting to solve your dilemma.

The cover you had ordered is indeed tarp-like. It is similar material to that used on our portable car ports. Although it is a cost effective and efficient way to provide shelter, it certainly isn't indestructible. High winds can cause damage. Interestingly, it usually isn't high winds themselves that tear them, but the objects the covers are tied down to. The way in which one is attached also can be flawed. If it is installed tight to any sharp item, like the edge of a kennel panel, the sharp edge can actually cut right through the cover with lighter winds.

We regret this order for a cover did not work out well for either of us. We will issue a full credit in the interest of good customer support immediately. We wish you good luck in finding a better product which meets your needs.

Sincerely,

HooverFence.com

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I ordered fence parts on April 24 2014 which they charged to my credit card on April 28 ,2014 which I have not received. I sent an email 2 weeks ago to Jeff Batty which did not receive a response. I telephoned and a women answered saying I would receive it in a week, that was 1 1/2 weeks ago. I called at 9 am again and spoke to Ned who tried to the machine shop, but he said they did not answer but would call me back today; again no answer as of 12:10. Every other business that I have order from always charges the credit card when they ship. To charge and not ship still a month later is stealing IMO. If I do not hear from you in a day I will have my credit card remove the charges.Thanking you in advance,[redacted]Desired Settlement: I rather have the the fence parts but if they don't ship then a refund

Business

Response:

Problem was resolved immediately with a phone call and shipment of order. This order was to ship direct from the manufacturer; it is a custom item and built to order. Unfortunately, the manufacturer dropped the ball so to speak and did not ship quickly. It is unfortunate that there was an unforeseen delay, however the problem has been corrected and we apologize for the inconvenience caused.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased a Water proof Cover, Black on Black 12 x 12 with 28 ball ties. I ordered and paid for this on May 6, 2015. First of all I paid for the product on this date and did not receive it until one month later June 5, 2015. Besides the fact that we got this product so long after we had paid for it. . . The day we got it we put it up over the dog kennel. It is suppose to be a heavy duty cover that is water proof and thicker material so that it would keep our husky dry during the day. Well we had one windy day and this AMAZING product ripped right along the seam. in two (2) different spots. BOTH ARE THE SIZE OF A SOFTBALL. That is right I did not even have this for one week and paid $[redacted].** for basically a tarp. The tarp may have help up longer than this. I have tried to contact the number 800-355-2335 all day and sent an email yesterday to return this product for a full refund OR have them replace it with one that hopefully will last longer than 1 week.Desired Settlement: REFUND in the amount of $[redacted].** OR REPLACE with something that will work. I have pictures of the day I put it up and the day it ripped in 2 different spots.

Business

Response:

[redacted],

Although I am not sure how you installed your cover or how it ripped, we will issue a full refund in the interest of good customer support.

Some of our products are built upon order. Custom covers like yours are custom stitched and currently take 2-3 weeks to ship. It does take UPS/FedEx 4-5 days to carry a product from the east coast to the west coast. I have reviewed correspondence with one of our representatives dated near your order date quoting lead time. I also see some current correspondence concurrent attempting to solve your dilemma.

The cover you had ordered is indeed tarp-like. It is similar material to that used on our portable car ports. Although it is a cost effective and efficient way to provide shelter, it certainly isn't indestructible. High winds can cause damage. Interestingly, it usually isn't high winds themselves that tear them, but the objects the covers are tied down to. The way in which one is attached also can be flawed. If it is installed tight to any sharp item, like the edge of a kennel panel, the sharp edge can actually cut right through the cover with lighter winds.

We regret this order for a cover did not work out well for either of us. We will issue a full credit in the interest of good customer support immediately. We wish you good luck in finding a better product which meets your needs.

Sincerely,

HooverFence.com

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I ordered fence parts on April 24 2014 which they charged to my credit card on April 28 ,2014 which I have not received. I sent an email 2 weeks ago to Jeff Batty which did not receive a response. I telephoned and a women answered saying I would receive it in a week, that was 1 1/2 weeks ago. I called at 9 am again and spoke to Ned who tried to the machine shop, but he said they did not answer but would call me back today; again no answer as of 12:10. Every other business that I have order from always charges the credit card when they ship. To charge and not ship still a month later is stealing IMO. If I do not hear from you in a day I will have my credit card remove the charges.Thanking you in advance,[redacted]Desired Settlement: I rather have the the fence parts but if they don't ship then a refund

Business

Response:

Problem was resolved immediately with a phone call and shipment of order. This order was to ship direct from the manufacturer; it is a custom item and built to order. Unfortunately, the manufacturer dropped the ball so to speak and did not ship quickly. It is unfortunate that there was an unforeseen delay, however the problem has been corrected and we apologize for the inconvenience caused.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased a Water proof Cover, Black on Black 12 x 12 with 28 ball ties. I ordered and paid for this on May 6, 2015. First of all I paid for the product on this date and did not receive it until one month later June 5, 2015. Besides the fact that we got this product so long after we had paid for it. . . The day we got it we put it up over the dog kennel. It is suppose to be a heavy duty cover that is water proof and thicker material so that it would keep our husky dry during the day. Well we had one windy day and this AMAZING product ripped right along the seam. in two (2) different spots. BOTH ARE THE SIZE OF A SOFTBALL. That is right I did not even have this for one week and paid $[redacted].** for basically a tarp. The tarp may have help up longer than this. I have tried to contact the number 800-355-2335 all day and sent an email yesterday to return this product for a full refund OR have them replace it with one that hopefully will last longer than 1 week.Desired Settlement: REFUND in the amount of $[redacted].** OR REPLACE with something that will work. I have pictures of the day I put it up and the day it ripped in 2 different spots.

Business

Response:

[redacted],

Although I am not sure how you installed your cover or how it ripped, we will issue a full refund in the interest of good customer support.

Some of our products are built upon order. Custom covers like yours are custom stitched and currently take 2-3 weeks to ship. It does take UPS/FedEx 4-5 days to carry a product from the east coast to the west coast. I have reviewed correspondence with one of our representatives dated near your order date quoting lead time. I also see some current correspondence concurrent attempting to solve your dilemma.

The cover you had ordered is indeed tarp-like. It is similar material to that used on our portable car ports. Although it is a cost effective and efficient way to provide shelter, it certainly isn't indestructible. High winds can cause damage. Interestingly, it usually isn't high winds themselves that tear them, but the objects the covers are tied down to. The way in which one is attached also can be flawed. If it is installed tight to any sharp item, like the edge of a kennel panel, the sharp edge can actually cut right through the cover with lighter winds.

We regret this order for a cover did not work out well for either of us. We will issue a full credit in the interest of good customer support immediately. We wish you good luck in finding a better product which meets your needs.

Sincerely,

HooverFence.com

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I searched online for 1/2" fence finials and Hoover seemed to have a nice selection. I made a phone order and the finials arrived. The finials were too small, so I checked the websites return policy at http://www.hooverfence.com/returns.htm Simple enough. I found their return policy, return address and directions on how to retrieve an "RMA" number. I sealed up the box, addressed it and took it to the post office. Waiting in line for postage, I called Hoover Fence for my RMA number. I spoke with [redacted] and she said she had to contact the "warehouse" for the RMA number. I thought this was strange. Why couldn't she just give me an RMA number? The reason is because she is having me ship to another business... I'm told that I will have to ship their product to another address- not Hoovers warehouse? Interesting- that was not listed on the "Returns" page. How about I just return Hoovers product to Hoover? Then she tells me that I have to pay for my shipping to them AND for the shipping to another business (not Hoover) if I send the ready-to-go package to their return address (I bought these from HOOVER)? What? Plus a restocking fee of 15%. Why should I pay Hoover a restocking fee when the product is not even being returned to them? Interesting. Basically my day has been wasted. Ripping off customers and wasting their time is shady and no way to run a business. I'm hoping my experience gets better after I receive an "RMA" number and I want a full refund.Desired Settlement: I request a full refund of the full amount I paid to Hoover Fence Co. when they receive my return. It is in original packaged condition.

Business

Response:

Thank you for writing. We ship from several warehouses throughout the country like many other distributors, mail order catalogs, and major brick and mortar stores. This is common and consumers save as a result. Consumers get products sooner and less expensively.

Returns are therefore routed strategically; usually items get returned from where they came. If you would feel more comfortable returning items to our to our main distribution warehouse, you may. Please simply ask to so we can note your return accordingly. Also, please note you pay more in shipping to return an item to our main warehouse compared with where you were instructed to return it.

Our return policy may be found online here as you pointed out: http://www.hooverfence.com/returns.htm

You are asked to read this prior to checkout and agree to it as you have. Return shipping fees and a restock fees are common. We do not charge these if there is an error on our part. Shipping fees go to small parcel carriers such as[redacted], and[redacted] for transporting goods to and from you. Restock fees help to absorb the cost of handling, packaging, and repackaging your goods. These are all real and recognizable costs associated with your return. Returns are not profitable.

I tried calling you direct this afternoon to resolve the issue. You are welcome to call me direct to discuss.

In the interest of good customer service, I suggest we waive the restock fee as a courtesy. Returning the merchandise and the cost of, however, will remain your responsibility.

Please advise if these terms are acceptable so that we may process your return accordingly. Further, please advise where you'd prefer shipping your return.

Respectfully,

Review: I searched online for 1/2" fence finials and Hoover seemed to have a nice selection. I made a phone order and the finials arrived. The finials were too small, so I checked the websites return policy at http://www.hooverfence.com/returns.htm Simple enough. I found their return policy, return address and directions on how to retrieve an "RMA" number. I sealed up the box, addressed it and took it to the post office. Waiting in line for postage, I called Hoover Fence for my RMA number. I spoke with [redacted] and she said she had to contact the "warehouse" for the RMA number. I thought this was strange. Why couldn't she just give me an RMA number? The reason is because she is having me ship to another business... I'm told that I will have to ship their product to another address- not Hoovers warehouse? Interesting- that was not listed on the "Returns" page. How about I just return Hoovers product to Hoover? Then she tells me that I have to pay for my shipping to them AND for the shipping to another business (not Hoover) if I send the ready-to-go package to their return address (I bought these from HOOVER)? What? Plus a restocking fee of 15%. Why should I pay Hoover a restocking fee when the product is not even being returned to them? Interesting. Basically my day has been wasted. Ripping off customers and wasting their time is shady and no way to run a business. I'm hoping my experience gets better after I receive an "RMA" number and I want a full refund.Desired Settlement: I request a full refund of the full amount I paid to Hoover Fence Co. when they receive my return. It is in original packaged condition.

Business

Response:

Thank you for writing. We ship from several warehouses throughout the country like many other distributors, mail order catalogs, and major brick and mortar stores. This is common and consumers save as a result. Consumers get products sooner and less expensively.

Returns are therefore routed strategically; usually items get returned from where they came. If you would feel more comfortable returning items to our to our main distribution warehouse, you may. Please simply ask to so we can note your return accordingly. Also, please note you pay more in shipping to return an item to our main warehouse compared with where you were instructed to return it.

Our return policy may be found online here as you pointed out: http://www.hooverfence.com/returns.htm

You are asked to read this prior to checkout and agree to it as you have. Return shipping fees and a restock fees are common. We do not charge these if there is an error on our part. Shipping fees go to small parcel carriers such as[redacted], and[redacted] for transporting goods to and from you. Restock fees help to absorb the cost of handling, packaging, and repackaging your goods. These are all real and recognizable costs associated with your return. Returns are not profitable.

I tried calling you direct this afternoon to resolve the issue. You are welcome to call me direct to discuss.

In the interest of good customer service, I suggest we waive the restock fee as a courtesy. Returning the merchandise and the cost of, however, will remain your responsibility.

Please advise if these terms are acceptable so that we may process your return accordingly. Further, please advise where you'd prefer shipping your return.

Respectfully,

Review: I ordered fence parts on April 24 2014 which they charged to my credit card on April 28 ,2014 which I have not received. I sent an email 2 weeks ago to Jeff Batty which did not receive a response. I telephoned and a women answered saying I would receive it in a week, that was 1 1/2 weeks ago. I called at 9 am again and spoke to Ned who tried to the machine shop, but he said they did not answer but would call me back today; again no answer as of 12:10. Every other business that I have order from always charges the credit card when they ship. To charge and not ship still a month later is stealing IMO. If I do not hear from you in a day I will have my credit card remove the charges.Thanking you in advance,[redacted]Desired Settlement: I rather have the the fence parts but if they don't ship then a refund

Business

Response:

Problem was resolved immediately with a phone call and shipment of order. This order was to ship direct from the manufacturer; it is a custom item and built to order. Unfortunately, the manufacturer dropped the ball so to speak and did not ship quickly. It is unfortunate that there was an unforeseen delay, however the problem has been corrected and we apologize for the inconvenience caused.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,