Long Fence Company, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
From: [redacted] <[redacted].com>Date: Thu, Jun 11, 2015 at 1:51 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>Reopen the complaint the company aka Long Fence Lied they installed it!As the are eating crow as I write thisWhen inspected by Long fence they realized the wood quality was poor  they are replacing it. Fence slats never reached the cover piece as demonstrated below.12 posts are not level  the gate is warped and will not closeIt has brown paint on it to show them each wrapped board and cracked post. How dare you close this!When it's resolved properly than and only than will I close it out. The VP of long sent an email applogising for the poor quaility  They even said in their response to you it takes 2 to 3 weeks to look at it.
 
Regards,
[redacted]

[redacted]-
 
We are checking to see if we can cancel the permit with the county. If we can we will refund the permit charges. Thanks
 
Thank You
Michael R[redacted] Jr.
Vice President
###-###-#### Ext. [redacted]
[redacted]
www.longfence.com

We have had many conversations with the customer. We left a message this past Tuesday 7/8/14 as well, and have not had a response. The customer has ordered Split rail gates and they do not rack to grade. We have offered to build picket gates on site to accommodate the drop in topography. The...

customer is seeking a credit for $500 per gate. We cannot accept that and offer to change the gates or issue a total Credit of $500 to keep what he has. We look forward to a response.

[To assist us in bringing this matter to a close, you must...

give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Hello [redacted]
 
As per our conversation regarding # [redacted].
Long Fence Company did come out on July 15th as scheduled. I met with Mark , their supt to walk the fence line again so I may discuss and show my concerns.
After the walk he wrote down some notes, amount of boards, 4x4's,ends and labor needed to correct my concerns.
He mentioned that those who made those decisions were out of the office on that day but he would present this to them and they would get back to us, I assumed in a timely manner.
Now today it is the 28th and have yet to hear from any of their staff.
This morning I left  a message with Rebecca, Their customer service rep and responded back to the email from Michael R[redacted] VP, trying to get a follow up.
Seems like we are only ones trying to resolve.
 
Any help from you is greatly appreciated
[redacted]
###-###-####
Regards,
[redacted]

[redacted] did enter into an agreement with Long Fence to install a wooden fence. The fence was installed to grade, however after installation the homeowner requested that the should be stepped. A field Supt. met with [redacted] and explained there would be a significant gap below the fence. After...

further discussing it was agreed that 2 posts would be adjusted to remove a high point in the fence line and we would extend a $500 dollar credit. The initial date for correction was inadvertently missed and has been rescheduled with the homeowner for Sept. 4th

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed...

Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Vendor claimed parts were on order and would be installed in 10 to 14 days. They lied. They do not respond. Correct deficiencies provided in our several on-site meetings and in multiple texts to salesman. Install gates properly in accordance with drawings and standards of craftsmanship wherein things that should obviously align are aligned. Install pergola with gates in accordance with drawings and standards of craftsmanship wherein things that should obviously aligned are aligned. Relocate wrongly placed arbor for $100.
Complete the contracted work to match agreed upon scope per contract within 2 weeks. Respond to customer. Do not ignore customer. Provideo requested MD license to practice business to customer as requested. Stop putting off responsibility for errors. Fix them. Competently do this job right once and for all. If you need money ask your insurance company that covers you for your own negligence. Your errors and delays have caused a backlog of work we cannot complete and our project schedule
Regards,
[redacted]

[redacted]-
0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif;">
As outlined in the complaint. We did not contract any work for [redacted]. We did work for [redacted] Construction. We are attempting to see what they know. The complaint should be directed to them and not Long Fence. This should not be on our record.
Thank You
Michael R[redacted]
Vice President
###-###-#### Ext. [redacted]
[redacted]@longfence.com
www.longfence.com

[To assist us in bringing this matter to a close, you must give...

us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:It is not true. I gave the worker the remainder of the money that was owed for the fence. Also, I did ask for a receipt. The worker told me I would get one by email. I paid for the fence in full. This matter needs to be handled internally because the long fence worker who installed the fence is not being honest.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is...

received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:We were told by Don P[redacted] that our deposit would be refunded in full.  We were told the portion used to obtain the permit (which was done the day we cancelled the contract according to the permit office), would be refunded by the county to Long  Fence and then we would receive it.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Better Business...

Bureau:
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]

The customer entered an agreement to purchase a Fence on April 9, 2014. The new fence was replacement of an existing 72"high fence on the homeowners property. The contract noted that permits are required and that the Buyer would obtain the necessary permits.
Once a homeowner decides to undertake...

the permitting process themselves through DCRA, it is incumbent upon them to speak directly with DCRA. DCRA will not mediate this dispute through Long Fence since we were not the permit applicant. While we can work with the customer for a resolution, they must request a hearing through DCRA on their own behalf. At that time they may present evidence showing that they merely replaced an existing fence and did not change the height as originally installed.

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending it.]
Revdex.com:
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]

The service worked was completed Thursday 8/7/14.

We have crew scheduled for June 9th to fix the paver area.
Sincerely,
[redacted]
Vice President

please provide more information. The contact number is incorrect. When was the contract date? work performed?

Review: Gave Long Fence a deposit for a fence we later learned would not meet county requirements.We cancelled immediately and only received a partial refund.

On May 24, 2014 a representative of Long Fence came to our home and gave us an estimate on installing a fence. We gave him a deposit in the amount of $976.00 (check #[redacted]). We later were told the permit took a little longer to obtain since we are on a corner lot the fence would have to be angled on the corners. We never agreed to this in our initial meeting, and our plans were not drawn up this way. Since the way Long Fence intended to install the fence was not permitted by the county, we cancelled the contract immediately. I spoke with a lady in Long Fence's office whose demeanor towards me quickly changed after I asked to see the plans that were submitted to the county for the permit since I wouldn't think they would approve plans that did not show angled corners. She advised me she didn't know what the submitted plans looked like and would call me back within 24 hours. She then advised me it would take 7-10 days to receive our full refund. That was June 24, 2014 and we still have had no return call. A couple of weeks later, we received a PARTIAL refund in the amount of $816.00. My subsequent phone calls and email to the company have gone unanswered.Desired Settlement: We are seeking a refund of the remaining balance of our deposit in the amount of $160.00.

Business

Response:

We have refunded the deposit. The $160 was held out for our cost to secure the permit. The customer has use for that permit for up to one year from date of issue.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

We were told by Don P[redacted] that our deposit would be refunded in full. We were told the portion used to obtain the permit (which was done the day we cancelled the contract according to the permit office), would be refunded by the county to Long Fence and then we would receive it.

Regards,

Business

Response:

[redacted]-

We are checking to see if we can cancel the permit with the county. If we can we will refund the permit charges. Thanks

Thank You

Michael R[redacted] Jr.

Vice President

###-###-#### Ext. [redacted]

www.longfence.com

Review: We had a new fence installed.We never walked with the installer after completion. Called for a walk, came out and found errors and havent heard back.

Had a new fence installed. After the install we wanted to walk the fence with a representative for errors. After contacting them , it took a month for someone to come out and acknowledge the errors and found some more on his own.I.E. Bowing boards,crooked posts,4 out 5 gates and fence do not line up to lock, cracked boards, boards not cut to fit between posts correctly, boards not even nailed into posts ,posts of different heights and concrete residue on most of the posts. After a whileI called them to see if we had an appointment for service and was told the work order was in and they would call. Again we waited for a call from the maintenance dept. that never came. Then my wife called and spoke with the dept.and was promised a call the next day that never came , several days later they called to set up a time, my wife gave them the days we were available and we haven't heard from anybody since. (A month at the least)We started this process back in Feb and now it is July.Desired Settlement: We would like for the representative to contact us,walk our fence one more time,look at the issues and the repairs and they are to be made immediately even if the entire fence has to be torn down and redone. We also would like to be credited back 2000.00 dollars for all of the time and inconvienence they have caused.

Business

Response:

We have already walked the job, and we made notations of serviceable items. We marked those items onsite. When we went to schedule we were told we need to walk the site with the customer. That meeting is set for next Tuesday 7/15/14.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Hello [redacted]

Review: Shed leaking water, damage to door,hinges, pavers sinking,steps shifting, walkway shifting

I hired Long Fence to build a deck with a waterproof shed underneath along with patio, sidewalks with their Sales Rep, [redacted]. I financied this amount with [redacted]. The invoice has been paid in full after the promo period ended which allowed for interest free charge. The shed continues to leak and the doors to enter are rotting along with the walls due to the continued water leakage. The door knobs are rusting due to the water running down the front of the doors. I have continued to call for 18 months and have given them more then adequate time to correct these issues. Now I am having issues with the other items installed. The pavers are now sinking that are framing my driveway, the walkway has areas where the pavers have moved and need to be stabilized. Lastly, the steps looks as though they are separating. I am fed up with being patient and understanding regarding the inadequacies of this company and their terrible serviceDesired Settlement: 1. The shed roof to be replaced with new gutters and ceiling material to avoid any further water leaking in the shed.

2. The rotting wood to be replaced along with the 2 doors and hardward for the doors.

3. The sinking pavers framing my driveway to be repaired.

4. The steps to be repaired so they are not shifting.

5. The walkway frame structure to be restabilized so that the pavers don't shift.

Business

Response:

We were out 6 mos ago and found no evidence of a leak, during a rainstorm. The paver sinking claim is new to us and we will have a Supt. call to schedule a site visit.

Review: Long Fence enclosed our back yard with a metal chain link fence. Immediately we had problems with the gates (there are three) being out of alignment and opening and closing properly. We believe this was because no footers were used to install the fence - the contractor told my wife that they were not needed. She sent them away until they had the necessary parts, but they installed the fence, several weeks later, when she was not home, so the continued problems indicate to us that this was never done.We also had problems with piece of metal continuously found in our yard. We interstitially thought this was from sloppy installation and cleanup, but as the months progressed we discovered that the pieces were coming from the fence itself. Nuts and bolts come loose, the chain link was installed on an angle so that there are breaks in the continuity of wires that are simply left with their sharp edges exposed and allowing them to work loose over time.We have repeatedly been promised service to come and fix the issues but the workmen never arrive and the customer service department has never called to let us know that they are or are not coming. We insisted that a manager come to see the issues in person and were told by Long Fence to take photographs of the fence. But before I could get home form work someone (Arcenio) from Long Fence came onto our property and attempted to straightening the one gate that DID open. We consider this to be a sneaky and deceptive attempt to hide (some of) the problems we were experiencing. The manager - despite reassurances - never contacted us nor did he, or anyone, come to this fourth scheduled appointment. We sent photos of the remaining issues.Our fence was installed in October. By delaying we risk our warranty expiring, although the original install was faulty. We are filing this complaint in hope that it will inspire Long Fence to do the right thing, stand by their word, our signed contract, and resolve this issue to our satisfactionDesired Settlement: The structural integrity of the entire fence is not sound. It settles enough for the gates to be inoperable. Those posts need to be removed and replaced with new ones. In addition, because the mesh has been cut and has incomplete wires that are not properly connected at the end, it needs to be replaced. Due to the continued lack of customer service, quality, honesty and integrity, we are asking for a full refund of our payment so that we may use this money to have the entire fence replaced.

Business

Response:

We met with customer last week to review service items from the install which took place in 2013. The corrective work has been scheduled for completion.

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. Further, Long Fence has made substantial repairs to the fence.

Regards,

Review: On 9/16/2013, Long Fence came to my resident, gave me an estimate, and I made an $800 deposit (one-third) to enter into an agreement for Long Fence to build a new backyard wooden fence to meet my HOA specs. I was told by [redacted] he would provide my information to the front office either that evening or not later than the next day, 9/17/2013. After reviewing my checking account, I noticed that my $800 check had been submitted and cleared/paid to Long Fence. About mid-day, I called [redacted] to ask the status of my job and again [redacted] told me he would check with scheduling and either he or [redacted] would give me a call. Neither called. I called Long Fence on 9/18, spoke with [redacted] who told me she had not received my documents from [redacted] and she had to look for it and call me back. I didn't receive a return call from Long Fence. On 9/19, I called Long Fence asking the status of scheduling my fence build and reiterated that I have a deadline of 10/1/2013 to comply with my HOA fencing specs. Long Fence told me that had to find my documents and that someone would call me. As of 9/20/2013, 11:00AM, I have not heard from Long Fence. I called a competitor fencing company who will provide me an estimate for a new fence on 9/21/2013. If this competitor's customer service is slightly better than Long Fence, I will cancel my contract with Long Fence and enter into an agreement with its competitor. Long Fence should not look to 'ramp up' its sales tactics, i.e., recommending work that is not needed (fence posts) in order to create a higher bill for their customers. Long Fence's free estimate sales force seem to take on a short-term view toward their customers and thereby tries to 'squeeze' every cent they could versus trying to establish long-term customer relationships. I'm disappointed and disillusioned with Long Fence, their sales tactics, and their customer service.Desired Settlement: Long Fence must honor their commitment to building my new wooden fence, within all the HOA specs that was previously agreed upon. Long Fence must reduce my contract by $350.00 for their poor customer service, forcing me to 'chase' them with numerous phone calls; for seemingly making false statements about the whereabouts of my documentations; for seemingly making false statements about returning my calls on at least three occasions; and failing to schedule/perform the work.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Mon, Oct 7, 2013 at 7:33 AM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: [email protected]

Revdex.com, Long Fence refunded my deposit which satisfied my complaint. You may close this complaint. Thank you so much for your assistance. Prior to your involvement, Long Fence either ignored my calls or unduly delayed taking action. However, onceRevdex.com got involved, I received several phone calls in one day, to include the salesman who provided the estimate, as well as,upper management. None of this would have been possible without Revdex.com's intervention on my behalf. Once again, thank you. R// [redacted]