Liberty Fence and Railing

Review: I signed a contract with Liberty to install a fence and gate back in April 2015. The fence was installed in a

few weeks but not the gate. I was not happy with the installation(it was sloppy and I complaint to the

company. They assured me that it would be corrected but it was not.Then they installed a gate that was not ordered by me (wrong gate) I did not pay them the small balance I owed and they removed the gate. This goes back to May.

Since then up to today, Liberty has has done nothing to finish the job or even call. Ihave spoken to the original

sales person, the office person but I am still waiting.Their customer service is terrible, they don't seem to care

and make sure the customer is satisfied. The job as of today is not finished.

this was back in MayDesired Settlement: Installation of the gate and improvement of the work that was done

Business

Response:

Tell us why here...We have been back to this customer numerous times trying to satisfy her. My salesperson went back as well as my manager visited site and discussed what we would do to satisfy this customer.We discussed the options with the customer. We left messages at the home to complete and await a phone call back so we can return and install the gate.We will keep trying to contact. Sincerely Anthony S[redacted] President Liberty Fence and Railing

Review: On April [redacted] 2013, I received and signed the contract from Liberty Fence. The contract included estimated pricing and final date of completion to be May **,2013. After signing the contract, Liberty Fence did not contact me to start the work, I had to contact them two weeks later on May **, 2013 in order to find out when the work would begin, their response was they would call me back. Eight days later, after still not hearing back from them, I called again. During this phone call, they told me they did not have me down for a start date and we scheduled the date. On June *, 2013 they came and installed the fence and I was told I would have to wait five days for the gates to be installed so the concrete could harden. It is now June **, 2013 and I have contacted them numerous times and I still have no gates. Liberty Fence is very unorganized, and they do not get back to their customers. I would NOT use them again, or recommend them to others.Desired Settlement: I paid over $5,000 for this fence. I have had the fence for thirteen days without gates. I think I am entitled to a percentage discount due to Liberty Fence failing to abide by what is stated in the contract, and the lack of communication with the customer.

Business

Response:

-Customer was to get a permit as required in her incorporated village.

-As part of our contact and explained by our salesperson [redacted], the customer needed to get a permit to put up her fence.

After we built job and was awaiting for permit, [redacted] refused to get a permit. Custom gates takes time to build and we completed work. As we explained on point of sale. This delayed our installation times and we went back + forth with [redacted] who demanded either we put up fence without a permit or she wanted a refund. We did install fence without a permit and but full responsibility on [redacted].

See 100% completed /satisfied slip Signed by [redacted]

Thank You

Review: Handrails were installed on our front and back stoops in November of 2014. In early March we noticed a crack in the cement around the middle post where the handrail was installed. We were asked to send an email to the customer service dept. with a copy of our contract and photos and after several phone calls and promises of return phone calls, we still have not gotten a response. The receptionists promise that the customer service person will return our call, and it is now three months overdue!Desired Settlement: Someone to let us know if there is anything they can do to rectify the situation so the post doesn't come loose.

Business

Response:

We are aware of this service call and have left 3 messages, on seperate occasions to do service. We have record of calling 5/**/15 ,5/**/15 and on 6/*/15. Customer has NOT called us back to send service men. Please direct the customer to call us so we can send our serviceman. Thank You

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I never received any of the three calls he claims to have made in May & June. I have an answering machine and there were no messages on those dates. I did receive a message today after the Revdex.com contacted them. My husband called them this afternoon and they are supposed to come tomorrow between 10 & 12 noon to make a repair. I will keep you informed.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered a fence (total cost will be $4,350) and signed a contract on April **, gave a $1400 check deposit (which they deposited already) and was told I would have a fence by May **. Today is July 1 and they just called to reschedule my installation again for the 4th time! Every time I ask to speak to a manager, they say they don't have one there and they refuse to release the name of any managers. One employee, [redacted], initially refused to give me his name and said "why is it any of your business what my name is?." He eventually gave it to me. He was no help, rude and just yelled at me and eventually told me to call back another time and talk to a different employee. Then another time I spoke to [redacted], who also was no help. Between May ** and June **, I left 7 voicemails for [redacted] (the only person who apparently can give me information regarding installation dates) who never called me back until June **, when she told me she was cancelling my appointment and the only way I got that appointment was by going in person and demanding it, which meant nothing because they cancelled it. They already deposited my $1,400 deposit, but I just want that back or some kind of compensation at this point since I am not receiving a product and it is way past the May ** installation date they promised.Desired Settlement: I would love an apology and to speak directly with a manager, who someone who has answers. I want either money off the current price or a complete refund if they cannot do the job by Friday.

Business

Response:

I personally reached out myself and spoke directly with Mrs. [redacted]

I thanked her for her business that was recommended to us and explained the delays we were having due to to a tremendous unanticipated volume of repairs and new customers. A lot is contributed to Hurricane Sandy. I have been in business for 38 years with an average of 3,000 new customers per year. With this hurricane hundreds upon hundreds of calls from our loyal customers were received and in need of fence repairs from wind damages, tree fallen on fences and so on. We had our estimating staff running 7 days a week 15 hours a day giving estimates for insurance purposes. Once these customers settled, an enormous amount of activity occured from people who had pools to secure, deck railings to secure, animals & pets to contain, not to mention graduation parties.

We cannot ask our customers to go elsewhere but to be patient and did work upon a systemized basis of priority due to pools and in the order received to the best of our ability. In the month of June we had more rain than ever. 14 out of 30 days it was raining and we could not install. I would rather have my customers wait for the right job and do it the right way so the customer has the right job. I will not hire any extra inexperienced help and take my chances on the quality of work Mrs. [redacted] agreed, thanked me and is fine.

Review: A portion of the fence purchased from and installed by Liberty Fence has broken loose from its post. I contacted Liberty Fence at the end of March, 2014. I was asked to take photographs and forward them to Service at Liberty Fence. I did so the next morning. April *, 2014. After three days, [redacted] from Liberty Fence contacted me to ask when the fence was purchased. I wrote back in early 2009. I waited a day or two and when I hadn't heard back, I contacted Liberty Fence again and was informed that they would contact me when a decision was made regarding the requested repair. After approximately a week, I contacted them again and spoke with [redacted]. She indicated they would repair the fence and the repair would be affectuated within two weeks. As of May **, 2014, the fence is yet to be repaired as promised. I again contacted them. It was surreal as if I had never spoken with them. Again they asked me to spell my name and asked if I had ever forwarded photographs of the damage to which I replied yes. They asked to whom were they sent and who I spoke with previously. I indicated that I found my emails with the attached images sent to Service and that I could not recall who I spoke to but thought it was [redacted] (I was wrong about that). They said [redacted] had not worked there for a long time. Immediately after I hung up, I was able to locate the photos sent to Service and the email from [redacted] and then remembered it was she I had spoken with. I then forwarded the original emailed photos from April *, 2014 to [redacted] again, indicating to her my fence was never repaired as promised and I was again asked to forward the same pictures to her attention that lead to the decision to repair my fence in the first instance. I indicated that the customer service was poor and that I would not be so cordial should this not be remedied. That was yesterday. I received no call back, nor a confirmation of receipt of the photos or the most recent email. I called again today and again it seemed as if it was my first call. Then I was told the individual in charge of service was not in. My number was taken down and I was told I would receive a call back. In informed the young lady that I was losing patience with the poor customer service and with the lack of responsiveness and I would soon be registering a complaint.Desired Settlement: I simply would like the fence repaired as promised. They were very attentive when we entered into contract to purchase and install the fence. I just want that same responsiveness currently.

Business

Response:

As per our conversation this morning, I am writing to you in regards to id # [redacted]. I did not receive the complaint from the Revdex.com the first time but have received the follow up letter from Friday May **, 2014. We adjusted his fence before we received notification from the Revdex.com, And the customer is 100 % completely satisfied with our service..

Thank you

Consumer

Response:

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

Sincerely,

Review: I contracted with Liberty Fence on 6/**/13 for a repair job of my pvc fence. I paid a $400 deposit on my Amex card with the balance due on day of final repairs. I was given an install date of Friday 7/**/13. I received a call on 7/**/13, cancelling this date and rescheduling for Sat. 7/**/13. On 7/**/13 I informed the company that I would pay the balance by credit card and would call later that day with the payment information. When I called on 7/**/13 with the payment information, I was informed that the delivery truck with my fence supplies was out of service and Liberty would not make the Sat.7/**/13 appointment. At this time I requested to speak to a manager, who informed me that the next earliest appt. would be on Tuesday 7/**/13. I wanted to get this completed as soon as possible, so I agreed. On Monday 7/**/13 I contacted Liberty to insure that I was still scheduled for the install. I was assured that I was on the schedule and would receive a call later that day with a time. I never received a call; at 4:40pm I contacted Liberty and left a message requesting an appt. time and follow up call. I never heard from Liberty Fence and thus proceeded to file a claim with my credit card company and Revdex.com.Desired Settlement: I would like a refund of my initial deposit with no further obligation to Liberty Fence.

Business

Response:

This work was completed.

These guys really do great work. Their pricing is middle of the pack, they make their own materials in their own state of the art facility in [redacted].

Review: I called to inquire about a fence installation and Angelo a salesman came to my home and wrote a contract with the cost and I gave a deposit. I was told if I wanted to change the design section on top of the gates to the fence to call him. I called and he said he will mark it and he is in the office and would take care of it but the cost will go up to $200 and because my other contractors removed the fence he would drop it to $100 and I agreed. A month went by and when they came the first day they said they need to come back to install the gates and when they arrived they had the wrong design and I was told they need to rebuild it. Angelo then later said he found it in his notes yesterday and today he calls and said no they can not change the fence. I need the right gate installed quickly since my backyard is open.Desired Settlement: Bring the correct fence gate I ordered as soon as possible.

Business

Response:

This customer recieved the gate and design he ordered as per his contract.The customer now wants to change the style of the gate we fabricated as per the order signed. This is a CHANGE to the contract. We spoke to customer who acknowledges that this is a change to the original contract and agrees to pay the additional charges of $200.00.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. The fact was the salesperson Angelo never updated the contract on the change I requested and caused this issue, however the business took care of this professionally and I am happy with the outcome.

Sincerely,