Mae Fence Company

After the initial install, we paid Mr. S[redacted] in full.  We took him for his word that he would take care of all the warranty issues as we discussed.   On March 24th, Mr. S[redacted]’s crew showed up to address the issues.  They moved the back fence line, replaced one gate and removed and replaced the post caps.  The gate they replaced looks as bad if not worse than the first one (see attached pictures).  I spoke with one of the workers about why they were not replacing the second gate and he said he knew nothing about it and that he would need to talk to the owner.  Several of the post caps became damaged during the removal.  Instead of using new caps they used the same ones that they had to beat off with a hammer.  At this point, I called my husband to come home from work to deal with the situation.  He called Mr. S[redacted] on his way home and left a message asking him to come to the job site.  Mr. S[redacted] never returned the phone call and did not show up.  The crew packed up and told my husband that they ran out of stain and would be back.  They never returned.  We tried reaching out to Mr. S[redacted] again.  No answer and no return call.  At that point, I filed a dispute with my credit card company in the amount of $2800.  On Sunday, March 26th I sent Mr. S[redacted] an email telling him how disappointed we were in not only the final product, but his lack of customer service.  I also informed him that we had filed a dispute with our credit card company for $2800, which was denied because we used a courtesy check instead of the actual credit card. I requested a full refund and removal of the fence.  On Monday, March 27th I filed a dispute with my credit card company for the initial deposit of $1400.  They pulled back the funds and gave Mr. S[redacted] the opportunity to respond.  After 90 days with no response, the case was closed. We are not asking for minor work to be completed and have not changed our mind about wanting a full refund.    Mr. S[redacted] had been paid in full when his crew came out to complete the warranty work.  This work was not completed and Mr. S[redacted] would not return calls.

4.6.16 Revdex.com received phone call from company.

Dear [redacted],This message concerns complaint ID 11826666 submitted with Revdex.com against Mae Fence Company.  Revdex.com has forwarded your complaint to the business requesting their review and response. Additionally, Revdex.com has sent a follow up letter and called the business. To date Revdex.com has...

not received Mae Fence Company’s written response to your complaint.As it is not uncommon for a business to contact their customer directly, we are writing to inquire on the status of your complaint. Has Mae Fence Company been in contact with you and if so what has transpired since you filed your complaint?We appreciate receiving your email reply within 10 days.Thank you.[redacted] 
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Complaint DetailsDate Filed: 11/15/2016Date Opened: 11/15/2016Date Closed: N/A Nature of the Complaint: Service IssuesConsumer’s Original Complaint:First, I want to be clear and say that the final product looks great and the crews did a great job. However, the issue is with the salesperson and the owner not being truthful or calling back regarding resolution to a major problem. When the salesperson came out to look at the site, he stated that Mae takes care of pulling the permit and getting HOA approval. Two weeks after the fence was installed we received a code violation from the local municipality. Mae Fence never pulled the permit, never submitted drawings and as such the fence needs to be relocated approximately 10 feet. They have installed over 10 fences in this neighborhood and pulled a permit each time. Their employees are saying a permit wasn't needed. Then they are saying it was just recently rezoned so we would be the first house to need a permit. The local building and zoning official says that they know the owner and the owner is well aware of the rules for our municipality. Furthermore, we are trying to get this resolved and no one from the company will call us back.Consumer’s Desired Resolution:I would like the job finished properly and in accordance with the local building codes. I would like the owner to call us back and explain why it is they feel it is okay to lie to their customers. Additionally, it would be nice to have a portion of the cost credited back to us since they failed to perform in the manner they said they would.

We received a call from Mrs [redacted] the day the installation was taking place and was told that there were toddlers playing in her yard and she did not want them on her property. A crew members family was in the area and dropped off lunch for her husband and the whole crew, when she called we asked...

for them to leave and found that they were already gone. It was explained to the customer the day of installation that there would be a problem with the gate because of the heavy grade on the side of the house. After agreed that it would be ok the crew installed the gate as explained. After installation we were contacted that they were not satisfied with how the fence and gate looked and wanted redone. The only way to make gate look more straight was to regrade the side of property. We went back and re-installed the gate and regraded the property. The customer was still not satisfied with what was done. We went back and re-installed gate and regraded property for third time, new topsoil was brought in to finish. It was pointed out that there were posts that were not totally removed during installation, we removed all exposed posts that were not removed the day of installation. The existing fence was installed exactly on the property line. We install 6" from property line to prevent encroaching on neighbors property. Any fence installed on or touching the property line is essentially encroaching on neighbors property and shared with neighbor. The damaged fence is two scratched pickets, those will be replaced. We will not reimburse for 90 sq ft of property. We will not reimburse for grass seed. Any questions please contact. Tim

We have done business with THOUSANDS of customers over the years and we have never had any customer treat us or come after us this way. We installed a fence for the Beedy’s in April 2014. Everything was complete and paid for. The next time we were contacted was in January 2017 with a very lengthy...

strange email stating they wanted a refund for their fence and that panels have been falling off. She was told the fence was still under warranty and that someone would come out to look at it and any warranty work would be done. The service guy was sent away and not allowed to do work, he was told that they would only except a full refund for the fence. We were never contacted over the years about fence placement, fence height or any material problems. This would of all been handled under our three-year cedar warranty. An auditor photo is not a survey and they are not exact, they are used to estimate property lines, this is not used to determine exact lines. Mae Fence will NOT give [redacted] a check for $5000.

We have made multiple attempts to keep Mrs [redacted] happy, she was a well known customer from 2017.  We have sent service crews out a total of 9 times for “repairs”. We ask for photos of the the work that has to be done so that scheduling is not a problem. On some occasions we would replace...

material or make repairs that did not have to be done. The fence is complete and this is not a warranty issue. If Mrs [redacted] would like this work complete she would have to pay the $175 service fee to have this done.

We are scheduled to go back to complete work on 12/18. I will update after completed. Tim

The crew was sent back to complete all issues for Mrs. [redacted]. They were short some material and said they would be back to complete the minor details. The next morning we received a chargeback from Mrs. [redacted]'s credit card. They are asking for a refund of $4200 when they have only paid for $2800 of the total. I will not give any refund for the fence. First they wanted a full refund and now they are asking for minor work to be completed. I have no issue completing any warranty work once the balance is paid in full with check or cash.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

We will not refund or remove fence for Ginny. She has refuted charges with her credit card and has not paid for an installed fence. Customer was not happy with the style or placement of where the association made them install the fence. This customer decided that they did not want a fence AFTER it...

was installed. The fence was installed correctly and looks nice. If there is warranty work that needs completed we will take care of that once the balance is paid. Tim

We installed a fence for Mr [redacted] on February 13 with no deposit. We made several attempts to collect the full amount due and a month went by with no phone calls or emails letting us know why we were being ignored. On March 12th he contacted Adam to let him know about issues with the fence that...

he wanted addressed. We then received an email stating why he did not contact us and that he wanted $1,963.00 off the balance if issues were not taken care of. I contacted Mr. [redacted] on March 17 to set up an appointment to go over any problems with the fence. The day after the appointment was sent the complaint was filed. I have met with Mr. [redacted] and I agreed to change posts that had some soft cedar fiber and also replace some ugly pickets. He said he was very happy with the fence, loves the way it looks, and was satisfied with our agreement. The work was completed and payment was then made in full.

I never said I would not pay for the fence. I said I would start deducting money. There is a difference. No on could give me answers which is why I kept calling. Workers showed up last Friday with the gate, put it up then left. Yet again my problems were not over. The hole dug in the driveway for the post was only an inch deep. The fork (locking mechanism) was way to small. With a little nudge the gate swung right open. And for the otherside since the hole was so shallow, a good push would open that side too. Yes I got my gate, but it did not work properly. I was told by the workers the gate was finished. Clearly it was not. I had to zip tie my gate closed over the next few days. They came back the following Monday with the correct hardware and correct size pole and dug a bigger deeper hole in the driveway. Finally everything is in place and working. This company has the worst communication with its customers, or lack of. Tim agreed that he would take off the price of the gate. I am waiting for my invoice so I can review it and see if the balance is approriate. This company is a hassle and I do not understand how they have a A+ rating. They were horrible to work with.

I assure [redacted] that we did not scam him and we did not use "bad wood"The fence is under warranty for the next three years and we will replace or fix what has to be done. This fence was a small job that was squeezed into a busy schedule. We did have to reschedule this installation because of...

weather leading to installation date. Sometimes with cedar you will find soft fiber in the wood (usually around knots). We will replace the 2x4's that have this problem.

There are few reasons we are not paying for the alleged invisible fence repair. 1. This call was made over 6 months after the installation of the neighbors fence. I was told it was because they did not "have time" to deal with it. If this was handled...

while the installation was going on, or shortly after we could of determined what happened. 2. We do not dig or put dirt on neighbors property. There are special instances that we may need to go on neighbors property for installation, from what I understand this is not one of them. 3. We believe that the invisible fence was encroaching on the neighbors property and was hit when we dug holes for the fence. Let me know if any other questions, Tim