Long Fence Company, Inc

Review: Long Fence customer service and the appointment sales manager failed to timely process and resolve identified problems.

Long Fence did not execute permitting and construction within the forecasted time, nor did the sale manager or customer service representative provide updates.

Failed to submit the permits (deck and fence) in a timely manner. Submission was two weeks beyond the original commitment. The Company scapegoated the city permitting office.

Required additional time for the deck permit, once the fence permit was approved.

Overall delay - 2 months.

Appointed Sales Manager refused to return call, or respond to voice mail. I frequently requested assistance or an alternate sales representative via customer service. It's been over a week, since my last call - still pending a response.

On work performance, the deck installation crew liter our lawn with cigarette butts. Attempted to identify the issue and our concern, but no one with authority has attempted to resolve this matter.

Beyond initial confusion with the company's surveyors comments and diagram; the fence installation team was professional and left our property clean.

Quality control per their agreement is non-exsistant.Desired Settlement: Resolution is requested (two-fold):

1. Professional courtesy is extended, and a Long Fence representative with resolution authority returns my call.

2. Reasonable compensation for construction delay of 2 months.

Business

Response:

I will follow up with [redacted]. I actually called him my self and scheduled his deck. I have never heard from him regarding these concerns.

Michael R[redacted]

Review: Fence installed and gates are not installed correctly. Have filed several complaints since installation on May 6th and still not resolved.

5 gates were installed as part of installation and 4 of the 5 have problems. One has mismatched hardware and the other 3 gates are out of square. The fence was installed on Monday, 4/28 and there is a remaining balance of $2000 that we have not paid and will not until the problem is addressed. We have spoken to a number of different reps from the company and was told someone would come by and/or resolve the problem. However no one has attempted to resolve the issue and the last person I spoke with says since it's a split rail fence the look is supposed to be rustic. That doesn't explain the gates being out of square and it looks horrendous. We paid a deposit of $2000 and another $2000 payment when they came to do the work, but withholding the remainder until we get someone is actually going to help us.Desired Settlement: We just the gates to be fixed and we will take care of balance. The order # is [redacted].

Business

Response:

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.

Review: Lack of Customer Service, Follow-through and Inability to provide an estimated date of when my project would be started.

Below is a message I sent today through Long Fence's Corporate Business "Contact Us" link found on their website: http://www.longfence.com/

It clearly outlines my complaint. Thank you.

I am contacting you regarding a complaint I have regarding Long Fence-Vinyl & Iron Project-[redacted] that I have contracted, I believe through your [redacted], Maryland Branch.

�I contracted service with Denny W[redacted], Field Estimator on September 19, 2014. At the time I contracted service, I had to provide a deposit summing to a third of the total project cost in the amount of $2,391.00 to secure service. I was told and it was also noted on the contract for service that installation would start within 5 to 7 weeks.

On October 1, 2014, I received an email from Victoria Williams, Customer Service Manager stating that the fencing portion of my project was in the fabricating process which would take 2-3 weeks, and that the Iron Railing portion of my project would take 2 weeks to fabricate. I called Victoria on October 16, 2014 as I had not heard anything regarding an update on where Long Fence was with my project. I left a voicemail message with Victoria as she was unavailable when I called. Victoria, NEVER returned my call.

On October 21, 2014, I called Victoria - again unable to reach her, and also called the Office directly and requested to speak with someone regarding the status of my project. I was routed to the voicemail of someone named Mark who did return my call. I was told by Mark that there was NO paperwork in the office on my project and he suggested I contact the person I initially contracted work with for an update. On October 21st, I emailed Victoria and let her know I called a second time and would appreciate a call or email back regarding the status of my project. I received an email from Victoria later that day stating that she needed to contact the Iron Manager on the status of that portion of my project, and that they JUST secured the permit for the fencing portion of my project which would be another 2 weeks before fabrication "SHOULD" be completed; In Victoria's October 1st email, I was told that was already underway and would be completed in 2-3 weeks.

On October October 29, 2014, I called Denny Workman, the Field Estimator whom I initially secured service with as I wanted to express my disappointment with the lack of customer service and follow-up I have received during my experience post contracting service with Long Fence. I also told Denny that at this point I simply WANT my deposit back since I can't be provided with any answers regarding the installation of my project beginning. I asked for the person who manages the branch and Denny gave me the name, Barry. Denny told me he would contact Barry the next day to see what the status was with my project and that he (Denny) would give me a call back with an update. I have NOT heard anything back from anyone associated with Long Fence.

I trust I will hear back from someone representing your corporate office today regarding this matter. If the work does not start this week I simply WANT a FULL refund since I can't get any answers from anyone associated with Long Fence.

Dissatisfied Customer, [redacted]

cc: Revdex.comDesired Settlement: If work cannot start this week. I want a FULL refund of my deposit.

Business

Response:

The customer has been notified previously that the work is scheduled for 11/13/14.

Review: This is my second complaint (please see previous comments). As of the morning of Tuesday, September 24, 2013, Long Fence had not provided me any information despite them depositing my $800.00 check on 9/17/2013. This lack of customer acknowledgement and service are too much to handle. As I mentioned throughout the estimate session with [redacted], I needed this service prior to me leaving the area on official business and before October 1st. I am leaving for business on Wednesday, 9/25/2013, and will not return until on/about October 2nd. My experience with Long Fence has been the most frustrating, most disappointing, and most unprofessional customer service I've ever experienced and I want nothing else to do with them. I sent Long Fence an email (they have no email address, so sent via contact info page) to cancel this contract and refund my deposit...please see below.

[redacted]CANCEL CONTRACT[redacted]

This notification, 9/24/2013, 9:27PM, is to officially inform Long Fence that I will 'not' engage in their services. Long Fence is to 'cancel' this contract. Although I tried working with Long Fence, they would not provide me information and have placed me in violating HOA requirements. Long Fence is to return my deposit of $800.00 immediately, but not later than 9/25/2013, 5:00PM.

###-###-####Desired Settlement: Long Fence will return my $800.00 deposit, cancel my contract, do not contact me unless if making arrangement to return my payment, and do not visit my property. I do not want any further contact with Long Fence.

Business

Response:

This case should be closed. See your email to us saying the customer had received his deposit back. This job was cancelled and no work was done and deposits returned.

Review: Signed a contract at my residence on 6/19/14 and then again on 6/20/14 to make minor changes to the contract per the Sales Rep Erik W[redacted]. The contract states the installation will take approximately 3-6 weeks. We are now at 10 weeks and I have only heard from Long Fence in regards to the matter ONCE. I've emailed and made several phone calls. On 8/13/14, I received an email from Vickie W[redacted] stating she would be in touch with the vice president, Thomas R[redacted], and would get back to me on any allowances possibly being offered for the significant delays and lack of communication and I would hear from her by the end of the week 8/15/14. I have called several times and emailed them again on 8/20/14 and still have yet to hear any response from Vickie W[redacted], Thomas R[redacted] or anybody from Long Fence.Desired Settlement: I expect to either renegotiate the terms of the contract or I want to cancel the contract and expect a full refund of deposits already made - in excess of $4,000.00.

Business

Response:

We have been in contact with the customer regarding the installation. We have extended a credit due to the time delays on their installation.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that a credit of $1000.00 towards this resolution is satisfactory to me - I have also contacted my credit card company and cancelled the deposit dispute. A 2nd payment/deposit will be made 9/11/14. Final payment will be made only after it's full completion, inspection and approval by [redacted] County. This project required a permit, which Long Fence was informed of and did not obtain.

Regards,

Review: We've had multiple issues throughout the process of building our fence. The one we have the most problem with is that we were charged more than we were informed. After obtaining a Zoning permit, we needed changes made to our original plans because the zoning laws in our area would not allow our original plan. After contacting our salesman, we were finally given a new estimate $192 cheaper than the original price. Our original price was to be $4,560. We gave a $500 deposit, therefore with the $192 difference our credit card should have only been charged for $3,868. However, they charged our credit card for the full $4,060. Now this isn't the first issue that we have had, but it is indeed the biggest. Our salesman, David G[redacted], was extremely disrespectful. On our second meeting to create and sign the contract, he insulted us by implying that we lost a contract that he never gave us. I informed him that he had not given us a contract, and he stated "I always give a contract, but if you lost it I guess I'll have to write up another". The next time he was contacted we needed to discuss the changes to our fence because of the zoning permit. He ignored our call for three days before calling us back, only after my husband left a message on the manager's answering machine. When David did call, we discussed the changes and he stated he would email us the new prices in the next few days. Over a week passed and my husband called the manager again, after David didn't answer. At that time my husband tried to discuss our dissatisfaction with David but the manager blew it off and would not discuss it. When David finally called I could heard him scream at my husband through the phone for us to check our email. Our email indicated changes to the fence, which he then made us verify three times before he finally told us our price change. We have tried calling multiple times, to multiple people to discuss these issue, but each time we only get an answering machine even during normal business hours. When we did speak to someone, he identified himself as the manager and stated his name was David also. Only after some online research have we discovered that a Mike R[redacted] is the real manager of the [redacted], MD office.

Product_Or_Service: FenceDesired Settlement: DesiredSettlementID: Other (requires explanation)

We would like to be refunded the extra $192 that we should not have been charged in the first place, and some compensation for the subpar service we received from David G[redacted].

Business

Response:

In reviewing the customers file. A credit was posted to the account on September 19th for $192.00. The original contract value $4560 was reduced by direct payment of $500 leaving an original balance $4,060. This part of the contract was financed and after applying the $192.00 payment was remitted by the financing company on the September 23.In the amount of $3868 which represented the revised balance.

We are not clear as to why the customer feels a payment was remitted in the full amount of $4,060 as the funding request with $192.00 credit was $3,868.

With respect to the experience with are Sales Associate and manager we apologize for any issues they may have caused and we will send [redacted] a $50.00 gift card due to his dissatisfaction with their service.

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,