Long Fence Company, Inc

Review: My project was unable to be completed due to zoning laws set by the township. Longfence has yet to refund my deposit as promised.

I entered an agreement to purchase a fence from Longfence. My township declined the permit based on zoning laws and I called to inform my Sales Associate. He told me a 100% refund was applicable and told me he would call me back if anything else came up. The next day, he called my home and told my wife "No refund will be given" and hung up. I called the Customer Support Line and spoke with his manager, [redacted]. [redacted], on behalf of Longfence, then contacted my township to obtain written proof that my permit was denied and they were forwarded an official copy. This was essential to receive a refund according to [redacted]. After speaking with [redacted] on May 13th, I was informed that my refund would take up to 7 business days for processing. I called him to confirm and he refused to speak with me and would not reply to voicemails. I called the Customer Support Line and spoke with [redacted] from Accounting who informed me my refund was sent out a week later than when it was supposed to be. I waited 4 business days and my refund had not arrived. I called the Support Line again and spoke with a representative who informed me that my refund was not sent out until the day prior, 3 days after it was "sent out" from Accounting. As of 6/9/14, I have waited 15 business days, plus the three Saturdays for mail delivery, for my refund after placing my refund request on May 13th, 2014.Desired Settlement: I want my deposit 100% returned, as promised. After receiving my deposit, I plan to never recommend their services to others.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Sun, Jun 15, 2014 at 6:27 PM

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

To: [email protected]

Update for complaint #[redacted]:

Review: Spoke with Long Fence about installation. It shows on their website that there are uniformed personnel with badges and who are professional in appearance will show up to install fencing. Sub-contractor with no badge showed up with the improper materials. Workers were not in long fence uniforms nor did they perceive to look professional. The supervisor of the sub-contracting company informed me that the materials were incorrect and he would go back to the office to let them know. That was on Wednesday June 20, I did not hear back from him or any representative of Long Fence until June 27, at that time I was told the correct materials were in. I felt it unprofessional and a misrepresentation of the products and service that Long Fence was to offer. It was unprofessional. I informed the representative I spoke with at that time that I would let him know whether I would still want the install by June 28; however I had an emergency come up and called Monday July 1. To then be told fees may apply to my cancellation however it was not my fault that the correct products were not received from their vendor.Desired Settlement: Request refund of deposit amount paid & cancellation of contract with Long Fence as well as financing contract for remaining balance with [redacted].

Business

Response:

We have spoken with **. [redacted]. The product she ordered is material ordered per the job. It is not a stock item. She has been advised that there is a 15% cancellation fee should she forgo an installation. As far as Subcontractors, are website is clear under the frequently asked questions. We use both employees and subcontractors. It is a common practice in the construction business, However she is dealing with Long fence at all times though the sales as well as follow up warranties etc.

Review: COMPANY: LONG FENCE INVOICE NO# [redacted] DATE: 09/30/2014 ###-###-####

I have a dog run which was previously installed by Long Fence approximately 6 years ago. What I contracted them to do was to make corrections on the closing function of the existing gate, so it would latch securely. Then I wanted them to add an additional pole so that the gate would has a dual function. This would allow me to let the dogs out of the house without coming outside. Mr. Chris B[redacted] of Long Fence came out an designed and took measurements for the work.His was excellent,wonderful customer service. However, when the work was done the installer DID NOT FOLLOW the specification that Mr. B[redacted] had advised. The new pole was placed too far from the latch of the gate to be secure. This installation involved drilling into my concrete walkway. Now to correct this first mistake an addition hole will need to be drilled into the walkway ?!#!! The second error is that the gate does not latch on to the second opening . a similar problem the gate and the pole are too far apart from each other. In both cases (openings) you can latch the gate and with little pressure or force push the gate open. This is a dog run. I am great concerned because this mistake or poor quality of workmanship can/could have caused my dogs to escape. an there be no money Long Fence could pay me for the loss of my dogs. I have called numerous times, explained the problem over and over aqain. Finally two men from Long Fence came. I saw them outside, They did not announce there presence. So I went outside. I said did you see the problem .The older white gentleman said "yes" Then I looked and the lock to the fence was on. So HOW COULD HE HAVE EXAMINED THE PROBLEM WHEN THE GATE WAS STILL IN THE LOCKED POSITION?. I just looked at him an processed to unlock the gateand show how the gate do not close securely. To that he said "some one have turn the hinge on the gate. I told him,I had not could (do not have the strength) to turn the hinge but whatever the cause the hinge location would not solve the TWO PROBLEMS. I then presented what my solution to the problem would be. Take out one entire side (replace) of the dog run,so that the pole can be relocated into the proper location. Foe the other error, which to me is more serious I just shuck my head. I really did not want another hole drilled into my sidewalk because there error. So I remain open to suggestions as to how to correct this error. After that a week or two later no one came out to correct the proble. So, yesterday I called Long Fence again. I was refeered to someone named Vicke. She proceeded to tell me may fence was fixed, That I had twisted the hinge. That they were not going to come out again for something I did. I told her no one damaged the fence and that the gate still do not latch. I felt insulted and felt she was calling me a lier. so I disconnected the phone on her. I then proceeded to call Chris B[redacted] the original contact I had with Long Fence. I told him I was very upset,that I had recently had major surgery and did not need this stress. He came right over. He examined the fence and agreed the pole had been plced(drilled into the sidewalk) into the wrong location and the both openings still do not close securely. Being very upset.I asked him to call this Vicki and tell her himself that the fence issue isNOT RESOLVED. He did and she was as anpleassnt to him as she was to me. He hung up and said he would address this with her superviser. I just want the job done correctly and Prehaps someone at Long Fence to address the inappropriate behavior of their employee. Thanking you in advance.Desired Settlement: I want the gate to the dog run to close securely in both(opening) positions

Business

Response:

We have scheduled a Superintendent to meet with the customer Friday November 7th, To see what can be done with the gate.

Thanks

Review: I have been trying to contact someone for over a month. I got through and was finally promised a call, which hasn't come. My fence is falling apart.

My fence was constructed in 2011. About a year later one of the posts started to tilt. The gate has never worked properly. It is off set and makes it difficult to open. The post is leaning much further and is really noticeable now. Due to that, The length of the fence is now crooked. The opposite length is starting to look off as well. The gate door just about fell apart in July when I tried to open it. It was jammed and I was locked out of my own yard. Several individual panels are bowing. A few others have holes in them. The fence was paid off within 1.5 years. I called the main long fence number to have someone come out and they transferred me to Rebecca in Baltimore County. She never called back. I called in 2 more times over the next couple of weeks. When I threatened to contact the Revdex.com she returned my call and promised a crew manager would call me to set up an appointment. I have told everyone I talked to the issues I mentioned. Their only question is Do you think it is a warranty issue? I of course said yes. The fence is falling apart why should I have to pay to fix it? The crew manager has yet to call. I have waited for a week and a half. I feel as though if I wanted to build a fence they would have come out already. I am being ignored because they will lose money. I have two dogs and I need a fence that will remain intact longer than 3 years. I was guaranteed the fence would outlive me in this house. What a disappointment. I have no job number listed on any paperwork. I signed it may 21, 2011. Sales person Julio C[redacted] license # [redacted] MHIC # [redacted] Fence was constructed in mid July 2011 total price $3,766.68Desired Settlement: I want my entire fence repaired, preferably replaced at no charge to me. I need it to be done sooner rather than later. Poor craftsmanship and faulty product lead to the fence falling apart. Financial compensation for missed work would be great, but I realize that is probably not going to happen.

Business

Response:

A message was left with the customer on 7/22 to set up a time to review their concerns. A follow up email was sent this a.m. as well.

Review: This project was started June 4th and was to be completed in 2 to 3 days. We had several repair issues and the project is still not finished.

We initially contracted to have our fence gate swing out but the salesman did not explain to us that the appearance of that set up would look very unappealing from the outside. Also, we were missing our second gate at the initial install. Long did agree to turn the front gate around. It took several weeks and repeated calls to find out the status of our gates. When they did start the "fix", they damaged a picket, brought the wrong gate for the back, had the wrong post so they jury rigged another one. They had to pull out the front gate posts to turn the gate around. Those posts are supposed to be cemented in but now they aren't. They just sit on top of the old cement. They eventually came back with the new gate for the rear but the lock on it does not work. A superintendent came out on July 1st to inspect things because he knew we weren't happy. He agreed that the posts should be cemented, the picket needs replacing and the gate needs new hardward so it will lock. To be honest, I have mostly been upset by the fact that Long never lets me know what is going on. Every single call to get an update has been initiated by us. And it usually takes several calls to get an answer. Now it has been over 2 weeks since the superintendent was here and no one has contacted us about coming out for the repair. We wrote the check for the final payment on June 4th when the job began but it is still sitting here and we have no intentions of sending it to Long until the job is completed. I honestly didn't know whether to list this as a "repair" problem or a "customer service" problem because it truly has been both. I sent them an email this morning but haven't heard anything back from them yet. We would appreciate any assistance you can offer. Thank you!Desired Settlement: We just want the job finished. This fence was almost $8,500. We chose Long because we thought they would be on top of their game. Obviously we were wrong.

Business

Response:

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

Review: Worked performed was incorrect, Long Fence has not addressed the problem in over 2 months. Long Fence did not show up today to fix fence as planned.

On Monday, July 14 Long Fence improperly installed a fence on [redacted] Condo Association Property. This, after not notifying anyone that they'd be showing up to install the fence. Not only did the contractor not use the correct materials, they did not install the fence in accordance with the work order.

On July 15th, Paul C[redacted] of Long Fence was notified via email of the incorrect installation and of our desire to have the fence fixed as indicated on the work order. (We have emails to document this entire process)

Several phone calls were made to Paul about establishing a date to fix the fence with no results.

On August 22nd, Bill C[redacted] and Walter D[redacted] become involved in the process. Bill spoke with another member of the [redacted] Board of Directors about the difficulties we are having getting a crew to fix the fence. Bill followed up the conversation with an email on 8/22 promising to "get with his installation manager on Monday (8/25) to find a time to come out and fix the fence."

After several more phone calls and messages that went unreturned, I personally sent an email to Bill C[redacted], Paul C[redacted] and the Installation Manager, Walter D[redacted] on September 9th. I asked for a date that we could expect the fence to be fixed. I stated that we were now more than 2 months into the process and we were frustrated by the lack of customer service. That email was never replied to.

On September 11th, I again emailed Walter, Bill and Paul, now demanding a date for the fence to be fixed. Walter D[redacted] responded by blaming us, THE CLIENT for "Not being on the same page." I then replied to the email, laying out the timeline and asking Walter how he could possibly blame us when we've been asking for this to be fixed for 2 months. In that same email, Walter stated his crew would be out on Tuesday, Sept 16 between 8a and 10a.

Unbelievably, Long Fence failed to show up. What's more, they asked for someone to be onsite, which we complied with. Not only did they not show up, they cost one of our board members 2 hours of work / income.

I have never worked with someone so incompetent and unprofessional as Walter D[redacted]. Bill C[redacted] has said the right things and been apologetic, but that doesn't fix my fence. Paul C[redacted] has been MIA during this entire process, never once responding to a call or email.

We really don't know what else to do shy of legal action against Long Fence. We ask that you help us and reconsider your certification of Long Fence as a member of the Revdex.com.

Graham Burch

Board of Directors - [redacted] Condo Assoc.

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

[redacted]Desired Settlement: I'd like to leave it on them to see what they feel is fair after months of nonsense. I don't think a refund is out of the question and certainly a formally apology is due.

Sending Walter D[redacted] to customer service skills training would help them exponentially and their customers would appreciate it I'm sure!

Business

Response:

The work has been completed. I spoke with the customer 2 weeks ago and he was going to have the person handling the matter contact me if there were any issues.

Review: Multiple attempts over 4 months to get product/installation issues with fence resolved without resolution.

Fence installed in Sept. 2012. 2/7/13 - workers came to fix multiple fence issues including damage where section collapsed. 2/11/13 - left Message (LM) for [redacted] Installation Manager (ie-multiple agreed to fixes were not completed including reinforcement bars and metal support at gate). 2/15-LM for [redacted] again. 3/4-LM for [redacted] again. 3/18-LM for [redacted] again. 3/25/13 - LM for [redacted] again. 4/8-LM for [redacted] again stating I would file a Revdex.com report if I didn't hear back. Later same day heard from [redacted] who said that [redacted] would call me. 4/15-LM for [redacted] that I had not heard from [redacted]. 4/17- rcvd msg from [redacted]. 4/18-LM for [redacted]. 4/22-LM for [redacted]. 4/26-LM for both [redacted] and [redacted] stating my patience is running out and I have been trying to get this resolved since Feb. 5/2- rcvd call from [redacted], set appt. for 5/10. On 5/10-[redacted] and crew fixed Feb issues and I explained/identified another issue - gates were sagging causing them not to close freely. [redacted] said someone would call to schedule another appt. 5/22-I rcvd a message on my cell that someone was at the house to fix the sagging gates. My wife nor myself were at the house as no appt. was previously set up. After retrieving the msg, I left [redacted] a msg stating that I wanted to oversee any work and I didn't want work done while I wasn't there. I was not aware that anyone was coming to the house and there was no advance notice. When I came home later that evening I saw that work had been done. It appeard that bolts were cut off as I picked them up out of my grass and new ones overtightened imbedding them in the plastic. 6/3-LM for [redacted] stating that gates were sagging again and the work that was done was not adequate. 6/19-LM again for [redacted]. I explained the issue of the sagging gates and that I found another fence post which was broken and needed fixed. Furthermore, I explained that I did not have the energy nor the time to continue to call and try to hunt him down. I expected a return phone call or I would escalate this situation to the Revdex.com. I have not received a return phone call at this time (7/13/13).Desired Settlement: I would like the issues with the fence fixed. Currently the gates are borderline non-functional and there is a broken fence post that needs replaced. There have been weeks or months of delay in between each issue getting resolved. Due to this I am concerned that I will continue to have issues beyond the 1 yr installation warranty. Long Fence has proven they are unwilling to address issues in a timely manner if at all. I would like an extention of coverage beyond September to address issues.

Business

Response:

Our Sales Manager [redacted] met **. [redacted] Saturday July 27th to discuss his concerns. A punch list has been agreed too and the work will take place, when **. [redacted] returns to town in 3 weeks or so.

Review: Company advised us to obtain incorrect permit and now refuses to comply with requirement under contract that it comply with local permit requirements.

Pursuant to out contract for fence construction, Long Fence stated that it "will comply with all local requirements for building permits, inspections, and zoning." Company told us that we could obtain the permit ourselves, and told us the type of permit and the name of the agency. We obtained permit and provided to contractor and they performed work. We are now told by the city that the permit was incorrect, and that the correct permit needs to be obtained through a different agency. We are also being threatened by fines by the city or removal of the fence. At first Long Fence agreed to assist in obtaining the correct permit, but then stated that because we obtained the permit ourselves (at the Company's suggestion) it was our responsibility to work out the situation on our own, notwithstanding the provision of the contract that specifically states that the Company would be responsible for permit compliance.Desired Settlement: We would like Long Fence to comply with the provision of the contract that states that they would comply with all permitting requirements. Clearly they have not, and we are being threatened with fines and removal of the fence. We would also like to be compensated for our time and effort in fixing the mistake that Long Fence created by giving us bad advice and encouraging us to obtain a permit to avoid any responsibility for their mistakes. Finally, if we are assessed any fines or must remove

Business

Response:

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.

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: it fails to acknowledge the actual problem that we have encountered. We received a permit through DCRA (Department of Consumer and Regulatory Affairs) at the advice of Long Fence. DCRA does not have an issue with our fence and has nothing to do with this. It is the District Department of Transportation (DDOT) that has issued the stop work order and contends that we are not in compliance with their regulations. We have requested a hearing with DDOT and would hope that since Long Fence has now offered to assist with a DCRA hearing it will also assist with a DDOT hearing.Regards,[redacted]

Business

Response:

Yes we can help with the process, but the homeowners must be there. They will not let Long Fence act on the Homeowners behalf.

Consumer

Response:

[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.]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]

Review: I have had the posts replaced twice in the last 2 years. The posts are so bad now I cant get the gate to shut and it is damaging the gate.

I have 2 large posts that go into the ground that support the main gate in the fence. I have had the large posts replaced twice due to warping and poor quality. Now the posts are so bad that I cant get the main gate shut. My husband has had to tie rope around the posts to try to keep the gate shut. We have 3 large dogs, so a shut secured gate is important and the main reason I put up the fence. I have contacted Long Fence numerous times and have been given this person and this person and then told someone will come out and they never do, someone will call and they never do. Now when I call I get a voice mail and no return phone call.Desired Settlement: I want the large posts replaced and the fence fixed so I can get the gate to shut properly with the help of rope and blocks

Business

Response:

This corrective work was performed on 4/2/2014 and the customer signed off on the work. We are unclear why there would be any complaint filed. Please advise.[redacted] Jr.Vice President

Consumer

Response:

[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.]

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,

Review: I entered into a contract with Long Fence Company, Inc. on March 16, 2013 to have brick, rail and fence work completed.

I explained all the concerns I have of not hampering my refinance situation. I entered one (1) contract and an estimated monthly payment was given to me of what I would be paying after the work was completed and a certificate of completion was signed. On May 2, 2013 the brick workers came and laid the brick and left. No certificate of completion was signed. I still have issues about the work that was done. On June 8, 2013 I received a bill for payment for the brick work that have not been signed off on. This practice is not in compliance with the agreement.Desired Settlement: I am requesting the Long Fence Company, Inc. pay all bills due until the entire work order is completed and a certificated of completion is signed. Also, the practice of breaking down a contract payment into sub-contracts payments without notifying the buyer at the time of entering into the contract must be discontinued. It's just not right. All the company employees can say is "I am sorry". I am so tired of hearing that.

Just do what is right.

Business

Response:

This is more of an internal mechanism for us as we enter projects by product as well as customer. We will reverse bill any products previously billed as completed and do a Final Bill once all work is done so the financing will remain unchanged and one lump sum. Sorry for any confusion.

Review: April 12,2013 I gave Long Fence,inc a deposit of 1580 for vinyl fencing. I meet a buyer agent from Long Fence Jeff P[redacted]. I told buyer agent Jeff P[redacted] I will Jeff P[redacted] after June 1, 2013 to set up a day to have vinyl fence installed. The fence was never installed. No materials for vinyl fencing was purchased. I had to call for my refund. No one called [redacted] to return my money to me after one year four months. So I should not be charged for anything. I never made a 2 nd payment. I had my own permit I purchased.If you read the agreement I was not eligible for financing due to poor credit score. Writer never scheduled a time directly when to start vinyl fencing project so I shoud recieve my total refund of $1580. I received a refund of 867.50. I should be granted the remaining deposit of 712.50.Desired Settlement: The additional amount of $712.50, should be refunded.I gave a deposit of $1580 April 12,2013

Business

Response:

The contract is clear. If you cancel outside of the 3 day right of rescission there is a 155 cancellation fee. The materials were obtained for this job and the project was cancelled outside the 3 day window. The deposit was refunded less the 15% fee assessed.

Review: I purchased a fence for my yard in February of 2013. Thie fence was suppose to installed within two weeks and the product was not put in until the very end of March. I had to call the contractor back out for disposing of trash and contrete in a protected area of the community property which they did come out and clean about a week later. I still had to go out and remove the remainder of the concrete that was still left there.

After the fencing was finally placed I reported to [redacted] fence that The tubing for the fencing was bent into place, The gate was falling down, and the tie downs that they used had very sharp edges on them which would not allow me to leave my dogs in the yard due to potaential of them being cut. This was reported to them in April. We went through the entire month of April and in May I was told the workers would be out to the property on a specific day to do the repairs. I took off this day and they did not show up for the repair. I was not contacted and I had to call them again after they told me they contacted me looking for final payment for a fence that was not completed. I spoke with their finance person and he assured me that he would deliver on having the fencing corrected and I then spoke with the Vice president who told me the same thing. I was told that she would call me back within 2 hours of that conversation with a solution and time that they would come out to do the repairs. She never called me back.

In June I spoke with the finance person again and let him know that work was still not completed. They sent a team out to replace the rails that the original installer bent by hand but seemed very surprised to find that the gate was put up without a post insert and that no one came to replace the tie downs. We agreed to have them come back when all work could be done at the same time and scheduled. The next worker showed up (Not scheduled) and did the repairs and I asked for a supervisor to come and follow up prior to last payment which to date still has not occured.Desired Settlement: I believe I should recieve a billing adjustment due to it taking four months for the fence to be completely installed and the lack of service and communication from the Vice President and Finance supervisor. I took time off from work and had to use a lead on my dogs for three months due to the lack of standard this company has.

Business

Response:

The customer purchased both a vinyl and chain link fence on February 24, 2013. The chain link fence was installed on March 13, 2013 and the vinyl fence was completed on March 22, 2013 both within a standard turn-around time given that vinyl fencing is special order.

We were contacted by **. [redacted] in early April regarding concerns that he was having with the vinyl fence not the chain link. Crews were dispatched to his residence on 2 separate occasions, but since they arrived without prior notice they were turned away. It was determined after being allowed to review the fence that an insert was in-fact needed in one of the vinyl posts for additional support. In addition, it was at this time that **. [redacted] referenced his concern regarding the tie wires that attach the chain link fabric to the posts. He felt that they were too long and he noted that his dogs were rubbing up against the fence and scratching themselves. Another service was set up and the crew proceeded to trim the tie wires further, however, it was explained that the ties were necessary to hold the wire to the posts and they needed to be of some functional length. In addition, the crew also noted upon inspection that one of the chain link posts would be better served as a corner posts due to the location and grade of the property, The concerns that the customer raised and the modifications to the fence post were completed in July. At that point in time the accounting department requested payment for the balance due on the account of $1,750.00. Only recently did **. [redacted] call requesting a statement credit and jpon researching his file he was extended a credit of $250.00 for his inconvenience, leaving a balance of $1500.00 on his account.

We feel that the credit of $260.00 offered on his account is fair and equitable restitution for his inconvenience given that the chain link fence was installed accordingto standard practice.

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:

They were originally called out due to the fence being

bent and not for the problems stated in their response. This is the same wrap

around response that they tried giving me on the phone. They missed

appointments that were set up and they asked to return when they finally

inspected due to a fence post not being installed at the gate and them not

having the correct corner post. I missed two days of work that I used personal

time for, due to them not being able to make appointments. In regards to the

ties, their own workers reported to me that the ties were not cut off correctly

and they even retied the fence in two areas due to work not being completed

correctly from the beginning. The excuse given in regards to the ties was that

a fence is a perimeter and I agree, but the fence should not have large ties

that are capable of cutting an animal or child hanging off of it. The gate

issue was referred to as a warranty issue. It is not a warranty issue, the gate

was not installed correctly and the workers did not place the tubing inside of

the post to keep the fence from falling over. Warranty issues are flaws with

product not neglect from your workers. This is most likely a standard of

practice for them and they probably get away with it often. I would also like to

understand why they would throw broken concrete into a protected environmental

area, is this a warranty issue as well? I feel that we need to come to a

resolution and 250.00 dollars is an insult. I make that at work in a day and I

had to use two days waiting for them to never come and wait 5 months to have the fence completed correctly. Please respond!

We contacted the company in October about a window quote. After providing a good faith deposit and signing a PO, we realized several days after entering the contract, when the company's measurer visited our house, that a mistake had been made on the window count and pricing. We communicated to the company our discontent and made countless efforts to contact the company through late November and had various lively exchanges with the company's sales manager and salesperson (who at one point indicated that we needed to hash the matter out in person and not on the telephone). Now almost 60 or more days have come and gone and the company has failed to reply to a final email from us in late November requesting resolution to this ordeal; after what seemed to be a productive call with one its managers. Moreover, telephone messages left with the company's contacts are never returned on in a timely basis (within 5 to 10 hours or so). When the company has called us back its representatives always fail to leave messages, we are aware that they have called because of caller ID. Interestingly, when we asked the second to last representative about this practice of not leaving messages, she indicated that this was company policy. We have called back the company when we realize they have called us. When we do finally reach someone and communicate are discontent we are told that a manager will return our call ASAP, and the day goes by with no call back.
In summary, the sale process was extremely pushy and the follow-up upon realizing there was a misunderstanding has seemed to be one of buying time to battle down the customer. Even if we end up going through with the project at our house we are only doing so because we seem held hostage by this company. On a closing note, on December 29, 2015, out of the blue the installment and scheduling manager telephoned us and when we communicated to him our surprise that he was calling because our concerns had yet to addressed by his company he indicated he would need to have a manager call us back ASAP. No one called us back.
We would not recommend this company to anyone after our experience.

Review: The railing was installed over 12 weeks late. When it was finally installed it was not done up to standards.

My husband and I signed a contract to have a fence installed in our back yard, and a railing installed on our front door steps on 4/27/13. The fence was done very well and was done on time. The railing however, was installed on 7/18/13, when they said it would be installed between 4-6 weeks of the contract date (we signed a contract that stated this). When the railing was finally installed, one side of the railing was installed further away from the house than the other, and the railing space where the holes were drilled were not measured the same (away from the edge of the stairs) and now the railing is at an angle. I want to make it clear that it was leveled correctly, as the representative that speaks to my husband seems to think we are suggesting it is un-leveled and one railing is further in the concrete than the other. We are trying to make it clear that the sides were not measured correctly, thus when you look at the railing from afar, it looks like it's at an angle, rather than straight with the stairs. As soon as this railing was installed and my husband saw what they had done, he immediately called the representative. It is now the end of August and to DATE we have not had anyone over yet to inspect the railing. My husband has made more than 10 attempts to get this issue resolved and we have received nothing in response. The representative is always either busy or never answers his phone, thus playing an endless game of phone tag.

If my husband and I were to get this fixed, I KNOW it will result in Long Fence tearing up my concrete stairs and causing more harm than good. We are extremely dissatisfied with how we are being treated and how we are being strung around with no answers. Our credit card was already charged for both the fence AND the railing. I cannot pay the $2096 I'm CURRENTLY being charged for, for the unsatisfactory quality of the product.Desired Settlement: I'm tired of waiting for someone to assess the railing. I am no longer interested in having it re-done because that will mean tearing up my entire concrete steps, which will cause more hassle and worry. My husband and I just want to be done with Long Fence and we want a discounted price on the railing. Even if it is required that it needs to be fixed, I do not feel I should pay as much as I did, for all that my husband and I are currently and have been going through. This is not good custome

Business

Response:

Our Sales Manager [redacted] was onsite to review the railings last week. Yesterday our Superintendent [redacted] was onsite. Both have concluded a 1/2" Difference in the rails. We will have left a message for the customer notifying them of a service date.

Review: The fence was not installed to contract spec (48" to top). Problem acknowledged by Long Fence, not addressed by LF, my calls are not being returned.

On 12/1/2012 a contract between Long fence and [redacted] was signed to build a 4 rail 48 inch tall fence around my property. The fence was installed the second week of January 2013. The billing for the fence was due upon completion so in good faith I paid off the contract with the final payment being 2/2/2013.

The fence was not installed to contract specification. The contract specs 48" to the top of fence. The fence, as built, ranges between 49" and 54" to top, as a result my animals can escape under the fence. Long Fence sent a representative to my home ([redacted]) who acknowledged the problem and promised to send men to lower the fence and replace one gate post. This was supposed to occur while I was home to approve the work. After ordering the replacement post (which took 30 days) an appointment was made with me to be home to supervise the repair on March 18, 2013. No one ever came to my door or made any attempt to contact me on that day (it was raining that day and I reasonably assumed that we had been rained out). I called Long Fence and rescheduled to be home after 1:00PM on March 20, 2013 for the repair. When I arrived home from work on that day at 12:00 a representative of Long Fence was already replacing the gate post. I told the repairman that he had a lot to fix by himself since the entire fence needs to be lowered. He responded that he did not know anything about lowering the fence, only replacing the post. In less than an hour he was gone without a word it me. I obviously did not get a chance to check or approve his work before he left.

Since that date I have contacted [redacted] (a customer service person at Long Fence)on several different occasions. She set up an appointment for a third attempt to send repairmen on March 27 2013 but at the last minute she cancelled the appointment. I have called four times in the last 2 weeks and left messages on [redacted]s voice mail but have not received any return calls. I am appear to be 'persona non grata' at Long Fence. My animals continue to get out.

I find it troubling that they would first admit that they have a problem with the fence that they built but not follow up on the repair.Desired Settlement: Send 2 men to my home with wooden blocks and sledge hammers to drive the fence into the ground to the proper height. Arrange the work to be when I am home so I can approve the work.

Business

Response:

Our Superintendent met with [redacted] yesterday to go over his concerns. We will schedule a date with him for the repairs needed.

Review: THE FINISHED PRODUCT IS NOT WHAT WAS AGREED UPON.

I CONTRACTED LONG FENCE TO STABALIZE MY DECK, INSTALL A PATIO IN THE BACK YARD AND A STRIP OF PAVERS NEXT TO THE DRIVEWAY IN APRIL OF 2014. THE PATIO AND THE DECK CAME OUT GREAT! HOWEVER THE STRIP OF PAVERS NEXT TO THE DRIVEWAY WERE NOT SO GREAT. THE PAVERS RUN FROM THE END OF MY DRIVEWAY TO THE SIDEWALK AT THE FRONT DOOR. THE PAVERS THAT MEET THE SIDEWALK AT THE FRONT DOOR ARE NOT LEVEL WITH THE SIDEWALK CREATING A TRIP AND FALL SITUATION.

I CONTACTED EVERYONE AT LONG FENCE FROM [redacted] THE SALES GUY, [redacted] THE INSTALLER, [redacted] THE CUSTOMER SERVICE PERSON AND [redacted] THE CORPORATE SALES MANAGER. NO ONE AT LONG FENCE SEEMS TO CARE THAT WORK WAS DONE WITHOUT CLARIFICATION THAT IT WOULD NOT MEET THE NEEDS OF THE PAYING CUSTOMER AND IT HAS CREATED A SAFTEY ISSUE.

THE PATIO/PAVER WORK WAS DONE WHILE THE GROUND WAS SOAKED FROM FLOOD CAUSING RAINFALL AND AS RAIN CONTINUED TO FALL FOR THE NEXT FEW DAYS. WHEN I SPOKE WITH [redacted] ABOUT MY ISSUE AND TOLD HER THAT [redacted] HAD AGREED TO FIX THE ISSUE SHE TOLD ME "OH HE WILL NEED IDEAL CONDITIONS TO FIX ANYTHING". THOSE SAME IDEAL CONDITIONS SHOULD HAVE BEEN NECESSARY WHEN THE WORK WAS DONE INITIALLY.

THEN I WAS TOLD FROM THE SAME CUSTOMER SERVICE PERSON THAT MY SIDEWALK WAS NOT INSTALLED CORRECTLY WHICH IS WHY THE SIDEWALK DOESNT MEET THE DRIVEWAY LEVEL. SHE CLAIMED TO BE ABLE TO DECIPER THAT INFORMATION FROM A PICTURE. NEITHER [redacted] OR [redacted] WHO BOTH WERE ON THE PROPERTY, WERE ABLE TO MAKE THAT DETERMINATION OR ATLEAST NEVER MENTIONED THAT THE SIDEWALK OR THE DRIVEWAY COULD BE AN ISSUE. [redacted] AND I EVEN DISCUSSED HOW I COULD GO TO [redacted] AND PURCHASE A KIT TO FIX THE POTHOLE MYSELF.

AFTER MULTIPLE UNANSWERED CALLS TO CUSTOMER SERVICE I WAS TOLD THAT [redacted] HAD GONE ABOVE AND BEYOND HIS DUTIES TO COMPLETE THE JOB. ABOVE AND BEYOND HIS DUTIES ARE DESCRIBED AS PARTIALLY FILLING A POTHOLE IN THE DRIVEWAY (THAT WAS NEVER MENTIONED TO HAVE BEEN AN ISSUE).

I HIRED WHAT I THOUGHT WAS A COMPANY OF PROFESSIONALS TO DO A JOB. THOSE PROFESSIONALS VISTED MY HOME AND SAW THE CONDITIONS OF BOTH WORK AREAS. I WAS ALSO UNDER THE IMPRESSION THAT PROFESSIONALS CONDUCTING BUSINESS WOULD KNOW WHAT CAN OR CAN NOT BE DONE AND THEN CONVEY THAT TO THE CUSTOMER.

I JUST PURCHASED THIS PROPERTY IN DECEMBER 2013, IT SHOULD NOT HAVE BEEN LEFT UP TO ME TO NOTICE THAT A 30-YEAR OLD SIDEWALK WAS INSTALLED INCORRECTLY OR THAT A POTHOLE IN A THE DRIVEWAY MAY CAUSE ISSUES. I TRUSTED THAT THE PEOPLE WHO ARE CHARGING ME ALMOST $10,000 WOULD KNOW WHAT THEY WERE DOING AND BE ABLE TO SPOT ANY POTENTIAL PROBLEMS.

THE HEIGHT DIFFERENCE BETWEEN THE PAVERS AND THE SIDEWALK CREATE A STEP THAT IS GOING TO CAUSE SOMEONE TO FALL, THEREFORE OPENING ME UP TO LEGAL ISSUES. [redacted] TOLD ME THAT HE UNDERSTANDS MY CONCERN BUT THAT THE SIDEWALK AND THE DRIVEWAY ARE NOT LEVEL EITHER. AGAIN, AN ISSUE DETERMINED FROM A PICTURE, BUT NEVER MENTIONED BY THE TWO PEOPLE THAT WERE ON THE PROPERTY.

THIS HEADACHE COULD HAVE BEEN RESOLVED IF [redacted] OR [redacted] EXPLAINED THE POSSIBILE ISSUES THAT THE SIDEWALK OR DRIVEWAY POSED TO THE WORK THEY WERE CONTRACTED TO DO. NOW THAT I AM COMPLAINING ABOUT THE COMPLETED WORK, LONG FENCE HAS A LAUNDRY LIST OF ISSUES THEY CLAIM WERE PRESENT BEFORE THE WORK WAS DONE AND ARE THE REASON LONG FENCE WAS UNABLE TO MET MY EXPECTATIONS. IT'S PECULIAR THAT NOW THE SIDEWALK AND DRIVEWAY ARE THE ISSUE BUT THEY WERE NOT PLOBLEMATIC ENOUGH TO BE NOTICED BY [redacted] OR [redacted] BEFORE THE WORK WAS DONE.Desired Settlement: I AM REQUESTING THAT LONG FENCE SIMPLY RAISE A FEW PAVERS SO THAT THEY MEET THE SIDEWALK.

Business

Response:

We have crew scheduled for June 9th to fix the paver area.

Sincerely,

Vice President

Consumer

Response:

[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.]

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,

Review: We ordered a fence installation from Long Fence at the beginning of June of 2013. The sales guy came by and was very nice. He provided us with an estimate and said that the work would be complete within 2-3 weeks.

We heard nothing from Long Fence. In the middle of July we contacted their office to find out why the work hadn't been completed yet. When we called to find out when the fence would be installed, the woman on the phone told us that we weren't even on the schedule - that in her notes, our fence had already been installed. This was inaccurate.

Once we finally got back on the schedule, the installation job took place. The installation was incredibly sloppy (trash was found in piles of dirt in our yard, wood chips and debris was scattered everywhere, sawdust was on everything around the outside of our house, including on our cars) and the installation was incomplete. We had requested that they connect the two fence sides that they were installing to the pre-existing back fence wall. They did not do this.

Our neighbors commented that during installation, the Long Fence team was unprofessional, loud, and 'wasn't paying attention to details.'

We were told that someone would contact us to come by and do a quality control check/review with us after the installation. No one came by.

After about a week or so, I contacted the manager of the project, [redacted], to let him know that we weren't happy with the results, we weren't happy that no one came to do a quality check, and there were issues unattended.

[redacted] came by to inspect the work, agreed that it was sloppy and incomplete, and sent a team to try and fix the work. When my husband got home from work, he saw that the 'fix' was just hammering up thin pieces of wood in a sloppy/cheap fashion to the end of each fence post. It looked ugly and incredibly unprofessional.

I received a phone call about 2 weeks later from the Long Fence finance department. She was calling to offer a $150 credit on our bill that amounted to 5% of the total bill. She knew nothing about our experience - when I walked her through the hassles we had experienced, she told me she couldn't help and I had to get back in touch with [redacted]. I contacted [redacted] to once again let him know that no one came by to check the quality of the work, that we were once again unhappy with it, and that we considered the 5% credit to be an incredibly low offer to make up for the hassles we had experienced.

Once again, [redacted] came back to review the work, agreed that there were more issues, and sent another team to correct the work.

Since the last repair work, it has been over 6 weeks and we have heard nothing from Long Fence. No quality control check, no updates on the bill, no contact of any kind.

Today, I got an email from [redacted], trying to close out the project. He said he was perfectly happy with the work his team did on this final repair, and wanted to know if we would accept his offer of a $150 credit on our bill so that he could close this project with a happy customer. I told him no.

We are very flexible and understanding people. We know that things go wrong and that's just a part of life and a part of business. But I have never been this disappointed in craftsmanship and customer service after so much went wrong on a project. We have done all of the work to coordinate the logistics for this fence project - if we weren't checking up on Long Fence, we wouldn't have a fence right now. From a financial standpoint, waiting for 4 months with a looming $2,000+ bill, not knowing when the project will be finished and when you'll have to pay the bill is stressful. It's hard for a small family because we don't just have that money sitting around. We had planned on spending that money on the fence over the summer and needless to say, things have changed and we've had to work our family budgeting around their poor scheduling.Desired Settlement: We would like to receive a credit on the services provided that matches the hassles experienced by my family. We were offered a discount of 5%. We feel the credit should be closer to 40-50% of the total bill, bringing the discount total to around $1,000-1,400.

Business

Response:

This complaint was resolved. A $500 credit was issued and the final balance was paid on 12/2/13.

Review: No follow through of agreement to correct poor craftsmanship and installation location.

Privacy fence installation. Original contract date creation of 4/26/2014. Sales person picked up signed contract 5/6/2014, with the contract total of $2,600 paid in full, up front in exchange for a guarantee of 3-6 weeks installation. After 7 weeks I contacted Long Fence to learn of the new installation date, which was then scheduled for 6/23/2014. A specific request was made to the contractor to contact either the neighbor or self when on site. No contact was made. When I arrived home, I found a great deal of debris (nails/saw blade/fence packaging,etc.)from the installation on two neighboring properties, and the former chain link fence thrown in the neighbors yard. The request was to place fence next to neighbors garage at 2504 (only garage in area). Other portion of fence was not removed though it was to be removed based on contract. The fence was to be installed along the property line, up to an iron fence currently on the property. This fence was sitting in place ready to be aligned to privacy fence once installed. The fence was to be "flat on top" and have the uprights exposed so lighting could be installed at a later date. The actual install was "terrain install" rather than a "stepped install". meaning it was not flat on top, uprights were not exposed and a very strong peak was created mid run. Also, the fence had a noticeable curve, beginning on the property line at one end, and 1 ft into the property at the other end. The last panel of fence did not taper down to the level of the fence as requested. After calling Victoria in customer service, and explaining the concern I was given a multitude of excuses and told the work was completed to the work order and that I was mistaken in my request. Essentially, because I do not know what a terrain install v/s stepped install is, I am stuck with what was installed. A superintendent was requested. Mike (Sup.) visited the property and noted the many installation concerns to include the peak, and poor installation to include curve in the fence. He explained he could work to get it "flat on top" and move the fence back. He came a week later with a crew of 2 laborers to correct the issue. While on site we discussed the concern in detail. This was the first time I was introduced to "step install". I returned the saw blades and nails at this time. Victoria was again contacted and the laborers left with no correction. Mike returned later to remove the chain link section that was not removed originally. After many phone calls, and having spoken with Erik W[redacted] (original sales person), Victoria (customer service), and Chris (Sales manager), the issue remains unresolved. Chris offered July 28 for a crew to correct the install but that date has passed with no contact and no install correction. We also agreed to forego the stepped install as I chose this option to not waste such large amount of material. Chris also agreed to a $500 credit for the installation as I am settling for far less than what was requested. This has not been processed. No phone calls are returned. Text messages between sales person and self have been saved.Desired Settlement: Due to the poor craftsmanship of installation, lack of follow through from customer service, being argued with and being told I ordered the wrong thing, then being told by customer service that Long Fence did exactly what was asked, I expect immediate correction of these long standing issues and reimbursement of services even if this means removal of the fence for full refund of contract. At minimum it is expected the fence be moved to the property line and leveled out as originally agreed (no l

Business

Response:

[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

Review: My fence became damaged due to a car accident. Contacted Long Fence for replacement. They provided an estimate in June 2013 and was to order replacement. I gave them a 50% deposit. Since that time all I get is the run around and excuses. They said the company they subcontracted with went out of business and they are trying to find a replacement. Then I'm told they are coming and they cancel. They have done this 4 times now. Again today when I told them I would contact Channel 4 as a consumer complaint they called back and said the parts were in and they would install the next day. Then the next day they called and said a part of missing. I need help resolving this. I'm 85 years old and do not need this aggravation.During this 4 months my husband has passed. I want the fence fixed. Long Fence was quick to take my $14K dollars but now they can not provide the serving after.Desired Settlement: I want the fence fixed/ replaced back to its original form.

Business

Response:

This project was completed on October 4, 2013. The balance was paid in full on October 9, 2013. Please remove this complaint.

Sincerely,

Vice President

Review: The automated gate installed failed due to a poor design of a major load bearing component

The gate assembly is supported on an aluminum extrusion. The extrusion has failed due to the weight of the overhung fence. It is under designed for the load.Desired Settlement: Replacement of the gate assembly with a system that will not fail under normal usage.

Business

Response:

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