Invisible Fence of Central Pennsylvania

Customer initially had issues in right after installation due to signal field interferenceThosesignal field interference issues were found to be not our fault when we utilized our advanced modecomputer to detect interference and signal fieldTheir home was causing interference via a large steelpipe running through the center of their homeHowever, we rectified the situation by making multipletrips out to their house free of charge and also by providing them a transmitter free of charge to blockthe interferenceThere have been no issues for the last years with their fence, as the last visit onrecord was due to a neighbor aerating too far over in some spots onto their propertyWe requirethe customer walk the property with us to ensure it is installed on their propertySome of the wire wasinstalled originally in parts where it crossed over onto the neighbors propertyTo be fair and ethical, wecovered the complete charges of $for that repair, again, for free, at no cost to this customer.Most recently, the customer called in before closing on Monday 5/15/for serviceWe scheduledan appt for service on 5/18/17--business days laterWe explained to them before going to their house,as we do every customer, that we charge a standard $trip fee plus labor and materials not coveredunder warrantyWe also require a verbal acknowledgement that they’ve been made aware of thecharges and that they agree to them before we schedule the appointment to avoid any confusion onwhat is covered/not covered etcUltimately, their transmitter was struck by lightning, something thatdoes occasionally happen when lightning strikes close byWe replaced their transmitter under ourwarranty, saving them $It is very clearly explained on our contract that we each retain a copy ofthat our warranty covers the transmitter and receiver collar ONLY, for as long as they own the solution.We covered the expense to replace the transmitter and we were in and out in under an hourWhilethere, we also double checked their wire and receiver collars to ensure everything was workingproperlyThe customer also acknowledged to us that the solution was, in fact working properly for thetime period between 5/15/and 7/5/The customer just called in again on July 5th stating thattheir transmitter was not activating the receiver collarsI troubleshot everything over the phone that Icould, and I sent my technician out the very same afternoon to take a lookSomehow the wiring thatgoes to our lightning protection was plugged into the wrong ports (reversing the polarity of theirsolution) making the fence not work at allWe reversed the wires to where they should be plugged in tothe proper ports and everything worked fineWe did not charge the customer for this service either.The customer’s fence has been fixed multiple times at no cost, and have been given equipment at nocost as well over the yearsI will send the customer a copy of our warranty terms via their contract sothat they can keep for their fileAs of July 5th, this customer has been taken care of and their fence wasup and running and working properly even prior to them filing this claim, according to the date that theclaim was made (July 5th service versus July 6th complaint filed)The warranty that the complaintmentions was adhered to on our end according to the terms of the contract and the agreement that is inplaceCharges for their service were only filed in May (not July when complaint was filed) for tripcharge, labor, and materials which the customer agreed to before having us service his fence, and thosecharges are standard and not covered by the warranty, which our contract very clearly states as well.Thank you,Matthew W***

Customer initially had issues in 2014 right after installation due to signal field interference. Thosesignal field interference issues were found to be not our fault when we utilized our advanced modecomputer to detect interference and signal field. Their home was causing interference via a large...

steelpipe running through the center of their home. However, we rectified the situation by making multipletrips out to their house free of charge and also by providing them a transmitter free of charge to blockthe interference. There have been no issues for the last 2 years with their fence, as the last visit onrecord was 2015 due to a neighbor aerating too far over in some spots onto their property. We requirethe customer walk the property with us to ensure it is installed on their property. Some of the wire wasinstalled originally in parts where it crossed over onto the neighbors property. To be fair and ethical, wecovered the complete charges of $262.00 for that repair, again, for free, at no cost to this customer.Most recently, the customer called in before closing on Monday 5/15/17 for service. We scheduledan appt for service on 5/18/17--2 business days later. We explained to them before going to their house,as we do every customer, that we charge a standard $75 trip fee plus labor and materials not coveredunder warranty. We also require a verbal acknowledgement that they’ve been made aware of thecharges and that they agree to them before we schedule the appointment to avoid any confusion onwhat is covered/not covered etc. Ultimately, their transmitter was struck by lightning, something thatdoes occasionally happen when lightning strikes close by. We replaced their transmitter under ourwarranty, saving them $677.50. It is very clearly explained on our contract that we each retain a copy ofthat our warranty covers the transmitter and receiver collar ONLY, for as long as they own the solution.We covered the expense to replace the transmitter and we were in and out in under an hour. Whilethere, we also double checked their wire and receiver collars to ensure everything was workingproperly. The customer also acknowledged to us that the solution was, in fact working properly for thetime period between 5/15/17 and 7/5/17. The customer just called in again on July 5th stating thattheir transmitter was not activating the receiver collars. I troubleshot everything over the phone that Icould, and I sent my technician out the very same afternoon to take a look. Somehow the wiring thatgoes to our lightning protection was plugged into the wrong ports (reversing the polarity of theirsolution) making the fence not work at all. We reversed the wires to where they should be plugged in tothe proper ports and everything worked fine. We did not charge the customer for this service either.The customer’s fence has been fixed multiple times at no cost, and have been given equipment at nocost as well over the years. I will send the customer a copy of our warranty terms via their contract sothat they can keep for their file. As of July 5th, this customer has been taken care of and their fence wasup and running and working properly even prior to them filing this claim, according to the date that theclaim was made (July 5th service versus July 6th complaint filed). The warranty that the complaintmentions was adhered to on our end according to the terms of the contract and the agreement that is inplace. Charges for their service were only filed in May (not July when complaint was filed) for tripcharge, labor, and materials which the customer agreed to before having us service his fence, and thosecharges are standard and not covered by the warranty, which our contract very clearly states as well.Thank you,Matthew W[redacted]