Dear *** ***,I understand the customer's concern and would like to respond to the accusation of "ignored complaints."The fence was installed on March 21, and was signed off on by *** ***, who walked the ferce with our crew and was satisfied with the installationThere was a small section
of lattice not done to TriCounty Fence and Decks's satisfaction, but *** *** said it was fine and that we did not have to fix it*** *** reached out to our office in July regarding issues with the fenceIt was requested that she email pictures of the issues, which she agreed to doThese pictures were not received until the beginning of August.TriCounty Fence and Decks agreed to send out a crew to address these issues free of charge as a courtesy to our customerThe issues with the fence were in regards to appearance, not structuralFrorin a company standpoint, ari internal repair request was generated to address *** ***'s issuesJennifer B*** from our office responded to an email from *** *** regarding the status of the repair, *** *** was assured the repairs had not been forgotten but the Schedule was full and We would get out there as soon as possible*** *** stated that she Was fine with that as long as it got fixed.In mid September, Tri County FeCe and Decks sent a crew to address the fence issuesEverything that *** *** requested was addressed with the exception of a section of lattice the Crew was unable to fix at that timeAt the beginning of October, *** *** sent an email stating that she was unhappy and wanted a refundShe said that the repairs that had taken place Were not acceptable.Bruce R***, President of TriCounty Fence and Decks, went out to meet with *** *** to go over the fence in detail and address each of her concernsHe agreed, again as a courtesy to make a customer happy, to replace approximately boards that ** *** did not like the look of and to remove sections offence in order to place a utility wire that was on her property onto her neighbor's property.TriCounty Fence & Decks called *** *** many times trying to set up a date but no calls were ever returnedJennifer emailed the customer on 11/17/asking if November was an acceptable dateThe customer responded via email saying she could not do that dayOur office and the Customer agreed to have crew come out on 11/instead to perform repairsBecauseof weather, we could not perform repairs at that time so a call was made to the customer on the morning of 11/to cancelThe customer was told we would reschedule as soon as possible.Chris M***, from our installation department, called to schedule the repair the week of December 19, but *** *** did not respondShe was called again to schedule for 12/28/but again, gave no response confirming the appointmentI authorized the crew to go anyway because I knew the customer was anxious for repairs to be completedWe received a call from *** *** when the Crew arrived saying that it was not a good day and the crew would have to corThe back the next dayShe was told we would have to check the schedule to see if that was possible and that We would return her callShe was called back to say we could accommodate having the crew come back the next day, but she indicated that they could come back at noon to do the repairs, Since the job is about an hour away, we asked the crew stay in the area and go back at Toon to complete work.The Custormer requested she wanted a year warranty from date of repairs, which was agreed to and emailed to herSeveral attempts have been made to follow up on the fence a Bruce (Company President) called customer January 4, at ii:am and on January 5, at 2:25pm requesting Callback to see how fence was*** *** has not responded to calls after nUrTTETÖLUS VOICeTails Were leeft.In Conclusion, as you car see, Tri County Fence & Decks has been trying to address the aesthetic fence concerns to the customer's satisfaction from the beginning, but the lack of response from the customer has been a large part of the delay, Our assumption is that she does not listen to her telephone messages.Please let me know if you have any questions, or need additional information
Bruce R[redacted] attempted to call him last week, but was not able to get through. There was no voice mail. He then, quite honestly, forgot to call him back. He reached him early this week and I am mailing a check to him tomorrow (because I missed the pick up today).Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I have spoken with Mr. R[redacted] and discussed the matter in detail. Per our conversation, Mr. R[redacted] and I have agreed to settle this complaint with Tri-County Fence covering approximately 75% of the repair costs to our damaged air conditioning compressor. I have provided Tri-County Fence with copies of the two invoices related to the repairs and have received assurances that we will receive reimbursement shortly. My hope is that this issue can be considered resolved shortly.
Regards,
[redacted]
We have been in communication with the customer and are working to determine the cause of the damage. The deck was installed in November of 2015, and the customer contacted us approximately 6 months later. With all due respect, we have discussed this with our deck builder and he does not...
believe this happened during the construction. We do plan to make things right with the customer, and are gathering information and pictures before and after the deck construction.
Dear *** ***,I understand the customer's concern and would like to respond to the accusation of "ignored complaints."The fence was installed on March 21, and was signed off on by *** ***, who walked the ferce with our crew and was satisfied with the installationThere was a small section
of lattice not done to TriCounty Fence and Decks's satisfaction, but *** *** said it was fine and that we did not have to fix it*** *** reached out to our office in July regarding issues with the fenceIt was requested that she email pictures of the issues, which she agreed to doThese pictures were not received until the beginning of August.TriCounty Fence and Decks agreed to send out a crew to address these issues free of charge as a courtesy to our customerThe issues with the fence were in regards to appearance, not structuralFrorin a company standpoint, ari internal repair request was generated to address *** ***'s issuesJennifer B*** from our office responded to an email from *** *** regarding the status of the repair, *** *** was assured the repairs had not been forgotten but the Schedule was full and We would get out there as soon as possible*** *** stated that she Was fine with that as long as it got fixed.In mid September, Tri County FeCe and Decks sent a crew to address the fence issuesEverything that *** *** requested was addressed with the exception of a section of lattice the Crew was unable to fix at that timeAt the beginning of October, *** *** sent an email stating that she was unhappy and wanted a refundShe said that the repairs that had taken place Were not acceptable.Bruce R***, President of TriCounty Fence and Decks, went out to meet with *** *** to go over the fence in detail and address each of her concernsHe agreed, again as a courtesy to make a customer happy, to replace approximately boards that ** *** did not like the look of and to remove sections offence in order to place a utility wire that was on her property onto her neighbor's property.TriCounty Fence & Decks called *** *** many times trying to set up a date but no calls were ever returnedJennifer emailed the customer on 11/17/asking if November was an acceptable dateThe customer responded via email saying she could not do that dayOur office and the Customer agreed to have crew come out on 11/instead to perform repairsBecauseof weather, we could not perform repairs at that time so a call was made to the customer on the morning of 11/to cancelThe customer was told we would reschedule as soon as possible.Chris M***, from our installation department, called to schedule the repair the week of December 19, but *** *** did not respondShe was called again to schedule for 12/28/but again, gave no response confirming the appointmentI authorized the crew to go anyway because I knew the customer was anxious for repairs to be completedWe received a call from *** *** when the Crew arrived saying that it was not a good day and the crew would have to corThe back the next dayShe was told we would have to check the schedule to see if that was possible and that We would return her callShe was called back to say we could accommodate having the crew come back the next day, but she indicated that they could come back at noon to do the repairs, Since the job is about an hour away, we asked the crew stay in the area and go back at Toon to complete work.The Custormer requested she wanted a year warranty from date of repairs, which was agreed to and emailed to herSeveral attempts have been made to follow up on the fence a Bruce (Company President) called customer January 4, at ii:am and on January 5, at 2:25pm requesting Callback to see how fence was*** *** has not responded to calls after nUrTTETÖLUS VOICeTails Were leeft.In Conclusion, as you car see, Tri County Fence & Decks has been trying to address the aesthetic fence concerns to the customer's satisfaction from the beginning, but the lack of response from the customer has been a large part of the delay, Our assumption is that she does not listen to her telephone messages.Please let me know if you have any questions, or need additional information
Bruce R[redacted] attempted to call him last week, but was not able to get through. There was no voice mail. He then, quite honestly, forgot to call him back. He reached him early this week and I am mailing a check to him tomorrow (because I missed the pick up today).Sincerely,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I have spoken with Mr. R[redacted] and discussed the matter in detail. Per our conversation, Mr. R[redacted] and I have agreed to settle this complaint with Tri-County Fence covering approximately 75% of the repair costs to our damaged air conditioning compressor. I have provided Tri-County Fence with copies of the two invoices related to the repairs and have received assurances that we will receive reimbursement shortly. My hope is that this issue can be considered resolved shortly.
Regards,
[redacted]
We have been in communication with the customer and are working to determine the cause of the damage. The deck was installed in November of 2015, and the customer contacted us approximately 6 months later. With all due respect, we have discussed this with our deck builder and he does not...
believe this happened during the construction. We do plan to make things right with the customer, and are gathering information and pictures before and after the deck construction.