Massey Deck & Fence Company, Inc

Massey Deck & Fence furnished and installed an ornamental aluminum fence, all posts were set in cement.The job was completed on time and inspected by MrMassey, all utilities lines were called in hours ahead of installationOur contract states that the customer has read our
contract in its entirety and accepts all terms and conditions stated within (We have their signature on file along with payment in full and thank you texts for the nice job we did)There were no verbal agreementsAll calls/texts/emails were communicated on time and in a professional manner, customer states that their animal has damaged the fence and they would like for Massey Deck & Fence to replace the damaged area free of chargeIn response to the customers statement, we feel as a company that we have went above and beyond excellent customer service and are not responsible for animal obedience or any other type of negligence or abuse of the product installed, Massey Deck & Fence offered to order a new gate for the customer with free installation as long as the customer reimbursed for the price of the new gate including shipping/handlingUnder no circumstances will we be held responsible for these said actions and will forward this to our attorney for immediate attentionThank you,
Massey Deck & Fence Co

Massey Deck & Fence furnished and installed an ornamental aluminum fence, all posts were set in cementThe job was completed on time and inspected by MrMassey, all utility lines were called in hours ahead of installationOur contract states that the customer has read our contract in it's entirety and accepts all terms and conditions stated withinWe have the customers signature on file along with payment in full, our contract embodies the entire understanding between the parties and there are no verbal agreements or representations in connection therewithOur fence warranty does not cover negligence or abuse of the product installed (stated on the signed contracts), In response to the customers statement/complaint we feel we have went above and beyond excellent customer service and we have made every effort to resolve this matter, our job is complete and the customer was satisfiedIn regards to the damages that they claim there animal has done is irrelevant to the fact that we don't really know what has happened since we've completed installation as it has been almost one month laterWe have offered to install a new gate free of charge as stated in our previous statement as long we have an agreement from the customer that they are to submit payment in full for the new gate along with shipping/handling feesThe accusations that this customer states are and misleading, therefore we consider this matter resolved and will forward this information to our attorney for immediate attentionThank youKindest Regards,
Massey Deck & Fence Co

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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:The matter has not been completed to our satisfaction. We feel that we have been misled and not given the product and service for which we paid. Mr. Massey has not acknowledged and resolved all of the matters we have posted to the Revdex.com. For instance, attached is a screen shot of Massey's website indicating the aluminum fence is a strong as steel. We have made several efforts to resolve the issue quickly with Massey. We appreciate the Revdex.com's assistance in this effort. We will now seek legal counsel for further direction. 
Thank you.
Regards,
[redacted]

We have contacted [redacted] regarding this issue, (although it has been almost 2 years later since we installed the fence) out of good faith we as a company have come to an agreement to remove the fence to allow her landscaping contractors to smooth out and regrade her yard and we will then...

 reinstall the fence free of charge to [redacted] which she has agreed to.Please confirm with [redacted] on this issue so we as a company can have resolution.
Sincerely, 
Mr.Massey

After 4 separate estimates, my wife and I decided to hire Massey fence to erect a flatboard vinyl privacy fence for our back yard. The estimator was very personal, and very professional. We agreed on a price of $8,125.00.
We signed the contract on 8-22-15.
we were given written notice that the job would at least be started, and most likely completed within 3-4 weeks. We did not receive a phone call for the first 5 weeks. My wife attempted to reach the contractor several times to no avail. Eventually a secretary returned her phone call after 8 pm on a weeknight to schedule a start date on the weekend of the 30th of september. That week I received a call from Mr Massey's Cel to reschedule due to inclement weather, to which I agreed. He told me that he had already called Ms Utility to come out and do the markings at our location. The date of this phone call was on 9-29 at approximately 5 pm. Today is 10-9 and Ms utility has not been to our adress yet. Massey also told me that they would start the job on Wednesday October 7th, between 9 and 10 am, and continue on thursday the 8th.
I waited off work on the 7th, but Massey was a no call no show. I left a voice mail on Mr Massey's phone informing him that Nobody had showedd up, and that nobody had called. 30 minutes later I received a call from Mr Massey denying responsibility, claiming he had written down "Wednesday or Thursday" after negotiations with him I asked him about Thursday, and he said Friday morning would be the earliest availibility. This is a complete contradiction to his prior statements about "Wednesday or Thursday" being the start date. He then said they would have to finish up Monday. I asked him if they work weekends, and he said "not usually". At this point I began losing my patience. I informed Mr massey that we are running out of time to have this job completed. He then retorted by explaining about the weather delays. I explained to him that the job is long over due, and he wouldnt have had to reschedule over the weather delays because the job should have already been done, except that nobody called us for over 5 weeks after our contract agreement. It is becoming painstakingly obvious that our job is not a priority to them. I have been a contractor myself with over 10 years working, and running these types of businesses. I understand that issues do arise, unfortunately for Mr Massey's sake, I also understand the importance of keeping the customer up to date and informed in advance. This is the first time I've had a contractor no call no show on me, also this is the first time I've ever had one not call to confirm a visit at least 1 day in advance. Mr Massey has had that opportunity at least twice, and each time he has neglected to call or have his employees call to confirm. At this point I regret signing the contract. Especially since I haven't even had a chance to see their work. To be honest I personally believe they do Excellent work. I say this because they have done our neighbor's fence. The problem is that with the level of service (or quite honestly the lack there of) I am very displeased. I am not looking to lambaste this contractor because they deserve a fair chance. However I would caution the next prospective customer to exercise sound judgement before agreeing to sign a contract with this company. Unfortunately we will not be hiring Massey fence in the future, regardless of the quality of their installation .

[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:
Massey Deck and Fence Co. has not resolved our complaint.  The job was not completed in a timely manner as originally promised, and verbal agreements were made.  Mr. Massey has failed to let us, the customer, speak with the employee, Orson, who sold us the fence and made the verbal agreements.  Mr. Massey, during a phone conversation on 15 June 2015, indicated that he would discuss the matter with Orson and respond to us as soon as possible. At this time, Mr. Massey has yet to call us. We are willing and able to provide cell phone records supporting this claim. Orson, on behalf of Massey Deck and Fence Co., assured us that the aluminum fence offered by Massey Deck and Fence Co. could withstand breach attempts by a large-breed dog. Our agreement to proceed forth with Massey Deck and Fence Co. was swayed by the employee’s assurance that the fence material would be sufficient to contain our dog. Furthermore, it was the employee’s recommendation that a cement trench be installed to prevent breaches below the fence. At no time during our discourse with Massey Deck and Fence Co. did the company waver from this stance. However, upon informing the company of the breach, they dismissed our claim stating we should have gone with a different type of fence. They are not taking accountability for the fence material they originally recommended to us. Thus, they are not standing by their product/service. Mr. Massey previously only offered to sell us a new gate and nothing else. We do not believe this is sufficient given the aforementioned. We can neither confirm nor deny Massey’s assertion that they called Miss Utility since the lines were not visibly marked prior to digging, and the utility companies never came out to mark after the installation.  
The fence panels were hung the day the posts were installed and set in concrete.  Initially, we were advised this fence installation was a two day process.  Day one was to set posts and let the concrete cure.  Day two was to hang the panels.  Since the job was completed in one days’ time, we were advised to go easy on the fence so the concrete could set.  We waited 3 full days before even touching the fence. At this time, we noticed a few posts that were loose. We notified Mr. Massey, who sent two employees to rectify the issue with the workmanship. The workers confirmed that the posts were indeed loose and not set properly during the initial install. Mr. Massey was never out to our property to inspect the additional work completed on our property. 
Mr. Massey has been less than professional in regards to solving our issue, and all calls and texts were not communicated in a timely manner.  As stated in our complaint, he actually laughed at our problem and has become rather hostile.  Mr. Massey has chosen to not listen to us fully or show any empathy to our problem.  He continues to refuse to apologize for his company’s poor workmanship and lack of guarantee.  We have resorted to the Revdex.com as Mr. Massey complained about us, the customer, calling too much. Specifically, he became upset and stated that we called “20 times” regarding concerns with the installation even though only a few calls were made. Again, we are willing and able to provide cell phone records to support this. So, we ceased calling and placed our complaint with the Revdex.com.  
We, the customer, are not satisfied with the product installed.  Our animal escaped with ease because the product is not as strong as steel as stated on their website and as verbally promised.  In response to Mr. Massey’s statements, this company has not gone above and beyond, nor have they provided excellent customer service.  This complaint is not about animal obedience.  The fence recommended and installed by Massey Deck and Fence Co. is not what was promised, and it has not lived up to the company’s guarantee. Mr. Massey refuses to acknowledge this and refutes all facts provided by the customer by jumping to hasty conclusions.
Mr. Massey’s response completely disregarded our complaint, and he has failed at compromising or providing any solution to our problem.  We, the customer, do not feel we are asking for much, considering what we have spent on the fence. Massey Deck and Fence Co. installed a fence that has not lived up to their guarantee, and the fence installed does not meet our needs or what we requested in our fence search.  We are prepared to take further action if Massey Deck and Fence Co. cannot resolve the issue by accommodating our small request of a new gate, free of charge, and a $250 refund. We request that the gate be shipped directly to us. We do not wish to have Massey Deck and Fence Co. install the new gate after shipping it to us. 
Thank you. 
Regards,
[redacted]

Massey installed a fence for me 7 years ago and today it is being picked up off the ground by another fence Co. because Massey fence Co. only put cement in every other post. Please KEEP YOUR MONEY!! Find a fence Co. That can install a fence that will still be standing in 7 years. There's a reason Masseys rated so low on this site unlike Revdex.com you don't pay for A+ rating you earn it by providing quality service.

Massey installed a fence for me 7 years ago and today it is being picked up off the ground by another fence Co. because Massey fence Co. only put cement in every other post. Please KEEP YOUR MONEY!! Find a fence Co. That can install a fence that will still be standing in 7 years. There's a reason Masseys rated so low on this site unlike Revdex.com you don't pay for A+ rating you earn it by providing quality service.

After separate estimates, my wife and I decided to hire Massey fence to erect a flatboard vinyl privacy fence for our back yardThe estimator was very personal, and very professionalWe agreed on a price of $8,We signed the contract on 8-22-we were given written notice that the job would at least be started, and most likely completed within 3-weeksWe did not receive a phone call for the first weeksMy wife attempted to reach the contractor several times to no availEventually a secretary returned her phone call after pm on a weeknight to schedule a start date on the weekend of the 30th of septemberThat week I received a call from Mr Massey's Cel to reschedule due to inclement weather, to which I agreedHe told me that he had already called Ms Utility to come out and do the markings at our locationThe date of this phone call was on 9-at approximately pmToday is 10-and Ms utility has not been to our adress yetMassey also told me that they would start the job on Wednesday October 7th, between and am, and continue on thursday the 8thI waited off work on the 7th, but Massey was a no call no showI left a voice mail on Mr Massey's phone informing him that Nobody had showedd up, and that nobody had calledminutes later I received a call from Mr Massey denying responsibility, claiming he had written down "Wednesday or Thursday" after negotiations with him I asked him about Thursday, and he said Friday morning would be the earliest availibilityThis is a complete contradiction to his prior statements about "Wednesday or Thursday" being the start dateHe then said they would have to finish up MondayI asked him if they work weekends, and he said "not usually"At this point I began losing my patienceI informed Mr massey that we are running out of time to have this job completedHe then retorted by explaining about the weather delaysI explained to him that the job is long over due, and he wouldnt have had to reschedule over the weather delays because the job should have already been done, except that nobody called us for over weeks after our contract agreementIt is becoming painstakingly obvious that our job is not a priority to themI have been a contractor myself with over years working, and running these types of businessesI understand that issues do arise, unfortunately for Mr Massey's sake, I also understand the importance of keeping the customer up to date and informed in advanceThis is the first time I've had a contractor no call no show on me, also this is the first time I've ever had one not call to confirm a visit at least day in advanceMr Massey has had that opportunity at least twice, and each time he has neglected to call or have his employees call to confirmAt this point I regret signing the contractEspecially since I haven't even had a chance to see their workTo be honest I personally believe they do Excellent workI say this because they have done our neighbor's fenceThe problem is that with the level of service (or quite honestly the lack there of) I am very displeasedI am not looking to lambaste this contractor because they deserve a fair chanceHowever I would caution the next prospective customer to exercise sound judgement before agreeing to sign a contract with this companyUnfortunately we will not be hiring Massey fence in the future, regardless of the quality of their installation