Medquist, Inc.

Initial Business Response /* (1000, 8, 2015/08/18) */
8/18/4:PM - Spoke w/Mr*** regarding his complaint about his installed fence and we agreed to meet to review his concerns on Thursday, 8/20/at 8:am
I will further respond to Mr***'s complaint after we meet and I see
the installed fence
T.*** - GM - 8/18/
Final Business Response /* (1000, 11, 2015/08/20) */
***Document Attached***
08/20/10:25am
I met with Mr*** this morning, 8/20/at 8:am to review the issues of complaint regarding his fenceMr *** signed the estimate/order for his fence on 8/21/We set the posts and built Mr***'s fence on 9/25-9/26/The material Mr*** purchased and signed for on his estimate/order is what is installed at his homeThe pvc fence material has a limited lifetime warranty and a year labor warranty and this information is so stated on the estimate/order
Mr***'s reference to hit sprinkler lines is trueHowever, every customer must sign a customer responsibility form wherein we state that we are not liable for sprinkler lines since they are not typically able to be located on the propertyWe did in fact bear the cost of repair of the sprinkler lines at Mr***'s residence
The style of fence Mr*** purchased uses tongue and groove vertical pickets placed between top and bottom horizontal railsIn some cases of high wind or heavy snow loads laterally on the fence, the vertical pickets will moveThis is rare but can occurMr*** has one panel that has a space between two vertical pickets which we will repair at no charge
Mr***'s reference to a solid panel that will withstand a wind speed of mph is not substantiatedThe only reference to any type of wind load on a pvc privacy fence is in the manufacturer's brochure and the reference is to fences installed in hurricane zones of the United States, typically Florida, Alabama, Louisiana, Mississippi, the Carolinas and TexasIn general, areas where hurricane force winds could be a possibilityThis type of fence requires post inserts in every post and is not commonly quoted or installed in this geographical area of the United States
We have had many, many calls for repair estimates in the past couple of months due to high winds and storms in the Twin CitiesMr***'s fence shows no sign at present of any storm related stress
It is my opinion that the fence installed at Mr***'s residence is what he bought on the estimate/order that he signed and that the fence was installed properly (in accordance with manufacturer's guidelines for this geographical area of the United States) and was installed professionally
T.*** - GenlManager - Midwest Fence
08/20/

***,I spoke with *** *** today after receiving the notice of complaint via mail, also today*** and I discussed the events leading to her filing the complaint with Revdex.com and I have apologized to *** for our miscommunication regarding where her fence was placed on her property in Had
the details of her dilemma with the city reached my office at the time, we certainly would have corrected the property line issue without delay. During the course of events *** has spent $to have the fence on the south side relocated within her property lineI will reimburse *** for the $she has spent to have the south side corrected and we will remedy the property line issue on the north side of the house by relocating a new end post within her property lineAdditionally, we will fill the resulting gap between her fence and the neighbor's fence. I hope that my open and honest communication will help *** once again have trust in Midwest FenceI believe in treating our customers fairly. T.W*** Terry ***Operations ManagerMidwest Fence & MfgCo.Phone ###-###-####***

Initial Business Response /* (1000, 5, 2015/11/02) */
11/02/15
Please see the attached email exchange between myself and Ms. [redacted]. Midwest Fence will be at Ms. [redacted]'s home on Tuesday, 11/3/15 to evaluate all of the posts on her wood fence and replace the ones that are broken or rotted off...

at ground level. Ms. [redacted] was made aware of Midwest Fence's commitment to remedy her concerns on the same day she filed her complaint with Revdex.com, on 10/29/15.
The root cause of the posts failing prematurely is the mulch and plastic weed barrier placed around the cedar posts as stated in Ms. [redacted]'s email on 10/27/15 to myself.
Terry [redacted]
General Manager, Midwest Fence Co.
Nov. 2, 2015

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I just want to understand next steps in receiving my refund as that was still a question Steve had to clarify internally with their accounting team. Otherwise, yes, everything Steve said is accurate and I appreciate his understanding and apology.

Initial Business Response /* (1000, 16, 2015/08/28) */
08/28/2015 1:07 PM
After reviewing our signed documents consisting of estimate/order and wood fence options checklist I disagree with Mr. [redacted]s statement that the salesman changed the style of fence without communicating said change to Mr....

[redacted]. The estimate/order and wood options checklist clearly show which style Mr. [redacted] was purchasing. That being said I have made the decision that Midwest Fence will do what's best for Mr. [redacted] and we will remove the existing fence and install the style of fence Mr. [redacted] has referenced that he believed he was getting. Mr. [redacted] will need to clarify exactly what the style was that he believed he was getting so that we can move forward in the resolution stage of his project. Midwest Fence will complete the fence removal and new fence construction at the contract price Mr. [redacted] originally agreed to.
I have left a voice message on Mr. [redacted]'s phone asking him to return a call to me personally so that we can discuss the details of a resolution as I have proposed herein.
Terry [redacted]
General Manager
Midwest Fence and Mfg. Co.

Upon receipt of this complaint, I spoke directly with [redacted] regarding the issues.  As [redacted] indicated, we did have scheduling and communication issues through the installation process.  I sincerely apologized and acknowledged our mistakes.  We resolved the matter through our...

conversation and agreed to provide a refund as requested.  Steve [redacted]Sales Manager

Initial Business Response /* (1000, 5, 2015/07/31) */
7/31/2015 1:30PM
I spoke with [redacted] and discussed her concern expressed in the Revdex.com complaint. I apologized for the miscommunication and assured [redacted] that we will return to install ties on the post mentioned in the complaint. [redacted] assured...

me that she has the neighbor's permission to attach her fence to their post. My guarantee to [redacted] was that we will install the ties by Tuesday, August 4, 2015.