Long Fence and Home, LLLP

Review: We had our fence installed by this company in 2008. In 2010, we considered them for replacement windows as well, but went with another vendor because Long was more than twice the price. Ever since then, they have called us incessantly to either a) pitch us windows, which we no longer need or b) ask us how our Long-installed windows are working out -- as in, they claim to have done the job when they didn't. They then use this angle to pressure us about exterior doors and other products.

They call the house, they call my cell phone. This has been going on for three years! The calls are getting more frequent. Each time, I politely explain the situation and ask them to take us off their list. Although if I recognize the salesman's name from before, I will mention it. (The last few times have been a guy named "[redacted]" or similar, and he usually hangs up on me once I get going.) We won't be in the market for Long's products anytime soon, and even if we were, we are no longer interested in dealing with this company.

They have called twice again this week. I'm done being polite. I don't know if they are disorganized or incompetent or maybe they plain just don't care, but I want us off their list and to never hear from them again.Desired Settlement: I want us off their list and to never hear from them again.

Business

Response:

Dear **. [redacted],

Review: I signed a contract on 8/27/13 and provided a $2600 deposit that was immediately processed. I rescinded that contract within the three business day rule, but the deposit has still not been returned as of 10/4/13 despite repeated phone calls and messages and the fact that I was told on 9/27 that a check was going in the mail that day. Messages have not once been returned.Desired Settlement: Immediate refund to credit card

Business

Response:

Dear **. [redacted],

We refunded your credit card $2600 on Friday the 4th the

day before the complaint was sent, however with processing time, there was likely a delay in the credit being posted to your card. I've asked our finance office to reach out to you today. Please email me directly or give me a ring if you have any questions or do not see the credit this week. You can also call your credit card company to verify that the credit is processing.

We greatly value you as a Long Fence and Home client and very much hope we can work together in the future!

All my best,

###-###-####

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. I finally received a credit to my account on 10/9/13 as well as receiving a call from the company. I believe your engagement made the difference. Thank you.

Regards,

Review: Long and Fence home guarantee your roof for 25 years and my roof still has leaking problems even though they say we will be satisfied with their work and we are not happy with their business. The roof cost 4,715 dollars and they trying to blame our neighbors roof for the problem but they did not state that in the contract about a neighbors roof.Desired Settlement: Full Refund

Business

Response:

Dear [redacted],

Review: Request a return of my deposit.

I cancelled a contract within appropriate times, but Long Fence and Home LLLP has not returned my deposit according to contract.

I signed a contract for a new roof and windows on 17 Oct. Per terms of that contact, I had until 21 Oct to cancel. I canceled, with return receipt, on 19 Oct. The US Post office delivered notice to Long Fence and Home on 21 Oct at 10:31. Long Fence and Home still cashed my check on 22 Oct. Cancellation terms in the contract was to return deposit within 10 days. As of today, Nov 5, it is 15 days. I can provide copies on the contract, the Post Office delivery report, the signature acceptance of my cancellation by Long Fence and Home and a copy of the check presented on 22 Oct.

I attempted to call Long Fence and Home many times today, but was unable to get anyone to speak with me on the phone.Desired Settlement: Return of deposit immediately plus interest.

Business

Response:

Dear **. [redacted],

I just received a complaint from the Revdex.com today regarding

your refund, dated November 22, 2013.

I spoke with my finance department and they said this was

resolved on November 13, 2013, when you were given the check in person. Did you

receive your refund or are you still waiting on it? If you did receive it, I’m

wondering why the Revdex.com complaint was dated 11/22/13.

Have you spoken with the Revdex.com since you sent in your

complaint? I look forward to hearing from you and seeing how I can help.

All my best,

Review: Company was hired to do a tub to handicap shower conversion in my upstairs bathroom. During the conversion, which took place 5-23-24/13, I noticed that damage had been done to one of the plaster walls resulting in a hairline crack. When I reported this I was told that the only thing that they would do about that was to drywall over the damage, which I considered to be an unacceptable solution. I also noticed a slight tear in one of the acrylic walls they were installing but was told not to worry about it because there was a lifetime replacement warranty on the product if the problem got any worse.

A few days after the installation was completed, I put my hand on an adjoining wall and one of the original tiles proceeded to fall off the wall and shatter. I picked it up and attempted to glue the piece back in place when I noticed a hairline crack that proceeded across that row of tiles. The next day I saw that there was now an additional stress fracture that had developed along several tiles in a column immediately below the original row of cracked tiles. I know that none of these cracks were there before the installation because a) the contractor had inspected the bathroom and had me sign a statement acknowledging the sight of existing cracks and none of the cracks I had found were so noted (unfortunately I was not provided with a copy of said statement), b) there was now a crack between the painted portion of the wall and the beginning of the tile portion and the bathroom had been painted just prior to the shower installation, and c) I had cleaned those tiles myself after the installation to remove the dirt resulting from the wallpaper removal prior to the shower installation and the shower installation itself and there were no cracks in the tiles when I did that cleaning.

I therefore immediately called the contractor to report the problems with the tiles and they sent three men out here, none of whom provided me with any business cards or other identifying information, who proceeded to argue with me that there was no way their shower installation could have caused the damage. When I noticed a crack in a tile in an adjoining wall while they were inspecting things, my son admitted to having caused that one several years ago. They then attempted to switch the blame for everything to him but ended up stating that the smaller crack was clearly much older than the other cracks.

Where things were left was their saying they would have to go back to the office and examine all the pre and post installation photos they had and that they would call me with a decision on what they would be willing to do within the next day or so. When a week passed with no contact, during which time I discovered additional tile damage on one of installation walls plus a small cut in the lip of the shower installation floor, I called back to follow-up. My call was returned on 6/7 by someone who's name I did not catch who said something to the effect that they had determined that, since my son had (in their words)essentially admitted to having caused all the damage, they were absolving themselves of all responsibility and would not pay for any repairs but, as an act of good faith, would offer me a discount on any work I might contract with them for in the future.Desired Settlement: Contractor should pay for repair work to replace all tiles damaged by their shower installation or, in the alternative, repair the damaged wall sections by installing their wainscoting product in place of the tiles.

Business

Response:

Dear [redacted],

Attached is a slideshow with photos showing some of the cracks and damage existing prior to our work on [redacted]’s bathroom.

I have also included two statements from our Sales Manager and Project Manager for baths below (as well as in the attached document). As you will see, we made attempts to work with [redacted] to come up with a viable solution and allow for greater stability in her bathroom.

Thank you for your concern regarding this case, and I look forward to hearing from you in regards to next steps for resolution.

All my best,

[redacted], Sales Manager

“On June 6th, I, [redacted], Sales Manager of the Bath division, General Manager [redacted] and Project Manager [redacted] visited [redacted]’s home to inspect a complaint we received stating that we broke tile pieces in her bathroom while doing our shower installation. What we found is that none of the tile pieces that were broken were related to our installation. In fact, they were not even on the same wall. While explaining to [redacted] that these tiles were already cracked prior to the installation, her adult son came in to bathroom and said those were pieces that he broke. [redacted] said, "I wish you knew when to shut up" to her son and she left the room. [redacted] said we would take another look at the before photos of the bathroom to see if there were pictures of the cracks. We left her home.

On June 10th, I spoke with [redacted] to confirm that the broken tiles were there prior to the project. She told me she was slightly disabled and has been using that bathroom for 30 years and has been placing her hand on that wall as a support and never had a problem until we completed our bathroom. I explained that the tile wall is not made for support and would gladly install a pair of grab bars as support at cost for her. She said that if it’s not free then she will file a report against our company. I explained that we could not do the work for free and that it seemed unfair to report us for something we didn't do. She said she was filing a report.”

[redacted], Project Manager

“On April 25th 2013, I went to see [redacted]. [redacted] to take measurements for her new tub. I found and made note of several cracked tile all along the walls of her bathroom. I pointed this out to [redacted]. [redacted] and she stated she was aware that the tile was damaged. I also took photos of the area we would be working in.

We installed [redacted]. [redacted]’s new tub on May 23rd and she was at that time happy with the finished work. On June the 6th, [redacted]. [redacted] called the office stating something we did during the installation was adding pressure on her walls causing her tile to crack. [redacted] asked me to go with him that same day to see what the customer was seeing. When we arrived, we went upstairs and met [redacted]. [redacted] at the entrance to her bathroom. She showed us a couple of cracks in the wall that were just to the right of the entrance and nowhere near where we had done the work, she also stated that the wainscot we offer would fix this problem. **. [redacted] looked over the area and told [redacted]. [redacted] the crack looked old (because a new crack in tile would be bright white and the cracks here were almost yellow). Just after **. [redacted] made the statement [redacted]. [redacted]’s son came up and said that he had cracked those tiles, at which time [redacted]. [redacted] replied “son sometimes you need to keep your damn mouth shut.”

**. [redacted] took photos of the area and told [redacted]. [redacted]’s son thank you for your honesty and we left.”

Director of Business Development

Long Fence and Home, LLLP

Windows • Kitchens • Baths

Siding • Roofing • Doors

10236 Southard Drive

Beltsville, MD 20705

In January 2015 , my parents contacted Long Fence about replacing a security door. The rep came, my parents paid the deposit, the installer came and took measurements. The door was finally installed in April. There were several cosmetic and proper installation problems. There were holes left in the front of the house where the old door was removed, the new door was not installed with security screws but rather regular Phillips head screws, there is a half inch gap left between the security door and the house, to name a few. We had pictures taken and gave them to long fence along with the a list of concerns. Eventually, in late April or early May some of the concerns were addressed. The door still looks unprofessionally installed, there are two screws inside the door that are not attached to anything. I have written 5 letters, the latest at the beginning of June. I also contacted them via the contact page on their web-site. Both my father and I have talked to the service supervisor several times and were assured the issues would be addressed, but we have not received any further contact from anyone at Long Fence.

Review: This Company has called me on my cell phone at odd hours of the day offering to sell me home improvements. I have repeatedly told them that I was not interested and to remove my name from their list. They promised to do so. I even called the Home Office and spoke to Mr. Tom S[redacted] (Nov 20 2014) who took my complaint and told me that Stephany L[redacted] would call me back promptly. I have directly appealed to this Company before and obviously they are non-compliantDesired Settlement: STOP CONTACTING ME

Business

Response:

Dear [redacted],

Review: On March 21st a salesman, [redacted], for Long Fence and Home came to my house for a previously scheduled appointment to give my wife and I an estimate for a new back door. After his presentation, we decided to purchase a door with an installed pet door for the price of $5998. We paid a credit card deposit of $1999 that was charged at the time of the agreement using a cell phone application. Per the agreement, we were to pay the remaining balance when the door install was complete. At the time of the agreement, we were told that we would be contacted within a week so that someone could come to our house and take precise measurements of our door so that it could be built. We were told to contact **. [redacted] directly with any further questions.

On April 1st, I contacted **. [redacted] to determine the status of our order. He told me he would go to the office, find the status and call me back right away. No return call was received. I attempted the same procedure on April 3rd and 7th and spoke directly to **. [redacted]. He repeated both times he would go to the office, check the status and call me back.

On April 8th, I contacted the company directly through their customer service number at about 9:30AM. During this call, I was transferred to a few different people and was again told that I would be called back when the status was determined.

Later that day, April 8th, around 3:15PM, I received a call from **. [redacted] stating that the paper work had been misplaced somewhere between leaving my house and the company's office. Therefore, the order had not even begun to be processed.

At this time, I stated that I wished to cancel my order and have my money refunded to the card that was used. **. [redacted] informed me that he was at home and I would need to contact the office directly. Therefore, I called the customer service number and requested to cancel the order and be refunded. I was informed that the order had been canceled and I would receive my refund within 7-10 business days.

Approximately and hour after requesting the refund from customer service, I was contacted by **. [redacted]'s supervisor, [redacted], Long Fence and Home's regional manager. He apologized for the problems with the paperwork, said that he had talked to **. [redacted] and asked if there was any way that we could work out a deal to prevent the cancelation of the door. I stated that I did not want to continue doing business with his company and wished to receive my refund. He told me he would make sure it was processed.

The next day, April 9th, **. [redacted], arrived at my house without an appointment and without notice. He again attempted to work out a deal for the door. I again stated that I did not want to continue doing business with his company and wished to receive my refund. He repeated he would make sure it was processed.

I later found out through contact with **. [redacted]'s supervisor, [redacted], that **. [redacted] informed the company that during his visit to my house, **. [redacted] and I had arranged a second agreement to have a door installed and I had cancelled this 'new' order as well. This is simply not the case. There was absolutely no new agreement and no paperwork presented or signed at this unscheduled visit.

As of April 22nd, no refund had be received. I contacted customer service during my work break around noon to follow up with the status. I received the finance department's voicemail so I contacted **. [redacted] directly using the card he had left at our previous meeting. At first, he did not remember my case and after I reminded him, he said he would look up the status and call me back.

At about 1:30PM my wife contacted the customer service number, during her lunch break, to determine the status of our refund. At this time she spoke directly with a scheduler named [redacted] and after [redacted] did some research within the office she called my wife back. According to [redacted], the refund had not yet been processed. In fact, [redacted] told her that she had to speak to other employees and get the approval for the refund and hand deliver it to the finance department. We were told only one woman, [redacted], processes the refunds and she had not done so because she had not received the necessary paper work. [redacted] was the only person who listened, helped and was professional.

[redacted] informed her that it will now be sent to the credit card company and she can expect the money in 5-7 business days. After hearing this, I contacted **. [redacted] to ask if he knew this and if he was going to call to let me know. He stated that "he thought someone had contacted me". I informed him that no one had and that this information was received by placing numerous phone calls. Frustrated, I asked to speak with his supervisor. He game me **. [redacted]' number. I called **. [redacted] to inform him of the actions taken in the previous month. At this time he informed me that this is not how the business normally conducts itself, he would ensure the refund was being processed and would call me back in 10 minutes to give me the details.

One hour later, I had still not received a call and again phoned **. [redacted]. He stated that the refund is being processed immediately and that I should be receiving the money in a day or two. At this time, I informed him that I would be filing a complaint with the Revdex.com and his demeanor immediately changed. This is when he informed me that I had been a difficult customer, and had made and cancelled numerous orders, still accepting as true the alleged second deal **. [redacted] said we had reached. A deal they had no paperwork for and no record of because it didn't exist. I explained my dissatisfaction with **. [redacted]'s lie about this imaginary second deal and my disbelief of their horrible customer service. In an extremely unprofessional manner, he refused to address the lie **. [redacted] allegedly told him.

He also stated that it takes time to process refunds and that this is not done every day. I asked when is this type of refund paperwork processed and he informed me that it is normally done on Fridays with payroll. I told him that I called on April 8th, so 2 Fridays in which the refund could have been processed had passed, it had still not been done and the only reason it is allegedly being processed now is because of that day's phone calls. This misstatement about timing of refunds was also not addressed and at the end of the call, I was reassured once again the refund had been processed and I would receive a conformation email of that fact.

As of today, April 23, no email has been received and the credit credit card used has not been refunded. I am respectful requesting the Revdex.com investigate this matter and that the company refund our money immediately. Additionally, I would like to go on record as a public service. Consumers should be informed of this branch of LongFences' behavior. There is a lot of money at stake and

this company knows our address and someone has shown up at our house, already once, uninvited. Buyer beware.

Thank you for your consideration.Desired Settlement: An immediate refund of $1999, an email/letter showing proof of this action and public record of the "customer service" provided by this company.

Business

Response:

Dear **. [redacted],

Review: Long Fence and Home has been calling me for months, usually once a week. From the very beginning I have told them I am not interested and to take me off the call list. The calls continue. Each time the person tells me they will take my number off the list. The calls continue. They will not stop calling me. I have told them that I will never buy their product so they are wasting their time. The calls continue.Desired Settlement: They need to stop calling me.

Business

Response:

Dear [redacted],I have removed **. [redacted]'s phone number from our database so that he will no longer receive calls from our company. His name was spelled incorrectly in our system, which I believe was part of the

confusion in searching for and removing his record. We greatly apologize

for the inconvenience.

All my best,

Review: I purchased Gutter jackets from Long Fence and Home. The false advertising was that they would be effective in preventing gutter clogs. The warranty violation is they promise to unclog the gutters if they are ever clogged.

I have been attempting to contact someone to come out and fulfill the warranty service agreement to unclog both front and rear gutters for 2 weeks. I have not received any response.Desired Settlement: I would like either prompt service when gutters are clogged (which seems to be very frequently) or a full cash refund. Obviously the product does not meet the goals, even though it was quite costly. I would prefer they refund the money, so I could install one of their competitor products that actually does the intended job of keeping the gutters unrestricted.

Business

Response:

This is not our complaint. Long Fence and Home is not affiliated with Long Fence.

Review: I solicited several Window Installation companies for quotes. LF&H's quote was outlandish (I got the whole house done for their quoted price of one Bay Window). The salesman became extremely irate when I wouldn't sign the contract...I had already stressed on the phone when I made appointment that these were ESTIMATES ONLY, and that I was talkign to other people. I even left the other quotes on the table. Since then I have had the windows installed, yet I continually get phone calls from these people regarding window installation. I have asked them to remove me from their mailing list but to no avail. I still have quite a bad taste from the salesman who became combative when I refused to sign. I don't like them and I do not wish for them to call me. Today I received about 4 phone calls from them. I am through.Desired Settlement: To ruin their rating. They think this is a joke. They call m during working hours, sleeping hours and resting hours. I have asked them no less than 10 times not to contact me anymore.

Business

Response:

Dear [redacted]

Review: I canceled my contract within the 3 day period but I have not been refunded my $2000.00 check. It is past the 20 day refund period.Desired Settlement: As soon as possible I'd like my check refunded.

Thank you.

Business

Response:

We spoke with [redacted] today and she confirmed that the $2000 check was never cashed. She put a stop on the check and we are issuing her a $30 check to reimburse her for the stop payment fee.

I signed a contract with Long Fence and Home to replace the roof on my house on March 30, 2015. I provided a down payment via credit card ($2200) and the install was scheduled for Monday, April 27. On Wednesday, April 22, a manager from Long called me to state that they could not complete the job and were voiding the contract. He refused to elaborate and simply said a mistake was made. When I pressed him, he told me that the job was underbid and that he would get back to me with the correct price. I called him back on Friday, April 24 and left a message that I accepted the voiding of the contract and expected a refund.
As of today, Wednesday May 20, this company has not refunded my down payment. I have had to contact my bank to open a dispute.

Review: This company has called repeatedly over a long period despite requests on every call that they never call again. Today we received two calls an hour apart, repeated the "please desist" both times, and were hung up on during the second call. This company is a serial telephone harasser.Desired Settlement: An apology and removal of all our information from all records held by Long Fence and Home.

Business

Response:

Dear **. [redacted],

Review: A Long Fence and Home sales rep came to my home and quoted a garden window with their unique Heat Mirror technology also known as Serious Energy. I told the sales rep they were too expensive and I would probably go with a competitor, [redacted].

The next day, a Long Fence and Home customer service rep called and said they do not want to loose the business and would I be willing to hold off till Saturday to meet with a Regional Manager who would be able to make a significant reduction in the price. I told them I would meet with their Regional Manager on Saturday.

Saturday afternoon, [redacted], Regional Manager arrived as scheduled and said he would be able to provide the Heat Mirror Garden Window (Serious Energy) for $3500. Basically, I would be paying about $500 more for his window than the competition but I would get the better technology. I agreed and we signed a contract for the garden window to be installed in 4 - 6 weeks. About 1 week later the Long technician arrived to make final measurements on the window and about another week after that the Regional Manager contacted me and said he could no longer get the window from his factory but he would be willing to replace it with the lesser grade window for $100 less than the contracted window. I told him to go back and do what he needed to do to get me the contracted window.

NB: Long Fence and Home offered a double lifetime guarantee on the window with unlimited replacements if necessary therefore - they will be continuing to build the windows indefinately to service the existing customer base. It is not a matter of not being able to build the window - it is a matter of not wanting to build the window at the negotiated and contracted price.

They waited long enough to knock [redacted] out of the competition and then did the old bait and switch act to get me to accept a garden window without the premium technology at a price above the comparabe competitive window.

I expect Lond Fence and Home to abide by the contract their Regional Manager signed as they would have expected me to abide by the contract I signed.

While they offered to refund my deposit, that is not meeting the contract terms. I want the contracted garden window installed.Desired Settlement: I want Long Fence and Home to deliver and install the contracted garden window and fulfill the terms of the contract.

Business

Response:

Dear [redacted],

Review: On January 4, 2013 signed an agreement to replace 9 sets of shutters with color to match entry door installed by Long Fence on December 29, 2012.On March 28, 2013 the installer came with shutters which didn't match the color, at all, the entry door. Talking to Long Fence office was told that the colors can't match because they came from two different suppliers and also due to be different basic materials. On this basis I refused the installation and requested to reimbursed the deposit of $744.00. I was told that someone from the office will call to settle this issue.On April 24, 2013, sent a letter explaining the problem and requesting to be reimbursed.On, May 15, 2013 I called Long Fence and talked to [redacted] who indicated he will send person to my house to show me that the colors did match.At the end of May, 2013, [redacted], Field Service Manager came and verified that the colors did not match.At the beginning of June, I talked to [redacted] who acknowledge receiving [redacted] information and without any specifics told me that no reimbursement will be made.Desired Settlement: To receive a Certified check made to [redacted], for $744.00.

Business

Response:

Dear **. [redacted],

Review: I received a quote two years ago from this company for their home services. Since then, I've received calls at least once a month cold calling me for services I do not need. Each and every time, I've politely asked them to take me off their list. I completely understand that these people are merely doing their job. On Friday, December 12th I finally asked them, in a not so polite manner, to please take me off their list. I was assured that they would. Since then, I've received a phone call every day from the company with the same cold call sales tactic.Desired Settlement: I would like this company to send me an email assuring me that they will take me off their list.

Business

Response:

Dear [redacted],

Review: When the salesman came to my home to discuss a deal with me for a large new window in my living room he told me if I did not pay the total amount for the job that I would have to pay finance. I paid a down payment of $200 and the total price was $2,898. I was told that my monthly payments would be $71.71. I was never told the rate of the interest which I would have to pay. The salesman told me my interest would be a couple hundred dollars. The interest rate was 16.99 percent and I was never told. I was paying the monthly payment of $71.71 for 21 months then later on I asked for my balance I was told I have $2,283.33 which is incorrect. I stopped payments afterward because I have never paid an interest rate of 16.99 percent, also the interest rate is outrageously high, and I was never informed of the interest rate. When making payments I sent in [redacted] bank checks and then they sold the loan to [redacted] bank because I have an account with [redacted]. When I went over the original contract I did not see anything in the contract stating the interest rate was 16.99 percent, but later when they sent me a copy of the contract the contract was changed and the interest rate was added that was not there before when I signed the contract.Desired Settlement: I would like the bill to be adjusted by changing the interest rate of 16.99 percent to something more reasonable that I can negotiate with the company.

Business

Response:

Dear [redacted],

Review: I called to schedule an estimate to replace 1 window in my home. I was told they would send someone out, but that it was their policy that ALL homeowners be present at the estimate. When I told them I was the homeowner, they asked me if I owned the home by myself. When I told them that I owned it jointly with my husband, they told me, "Then he will also need to be present at the estimate appointment."

I told them that was ridiculous. I am a grown woman who is capable and legally entitled to make decisions about my home without my husband being present. The company refused to schedule the appointment unless I would confirm that he would be present.

This policy is unethical. There is no legal reason for them to have such a policy. When I posted about this on [redacted], I had 2 other friends who had experienced the same thing from Long Fence.Desired Settlement: This policy is not ethical and should not be allowed to continue.

Business

Response:

Dear [redacted],

Review: I made the mistake of requesting a quote from Long Fence and Home for a bathroom remodel. I declined the quote they gave as being too high and it has been about a year and half since then where I have been persistently called and solicited by Long Fence and Home even though every time I have asked them to remove my contact information from any of their solicitation lists. Every time they tell me they are updating their database or some variant thereof only to call me again a few weeks later. I have now received no less than 10 calls, each time from a different number because I block the number they call from each time, unfortunately, for me, to no avail. They have been harassing me with their phone calls and it is extremely irritating to deal with these aggressive telemarketers.Desired Settlement: Never contact me again

Business

Response:

Dear **. [redacted],