National Fence and Gate

I believe our company, National Fence and Gate has acted in good faith with this project and this customerWe have gone above and beyond to satisfy [redacted] I would like to go over points made in her filed complaint"It was supposed to be completed on 8/17/2016" This was an estimated time for completion, The majority of our communication was done verbally over the phoneI let her know that we were weeks booked for other jobs when she scheduled hersIt was her issue with boarding her dogs that I moved things around and did my best to bring her project in as early as possible with our set schedulesOn the 19th of August myself and two other employees arrived at the site to begin constructionWe set the posts preparing for installation "On 8/20/I was told they did not have my supplies because [redacted] screwed up." This is true, they sent the wrong top rails, loop caps, and, terminal post capsThis has happened before with rush orders, something I explained to herIt took days for the correct materials to arriveKnowing that the customer was paying to board her dogs I personally ( [redacted] ***) went to [redacted] Home Improvement Store in STL (hours away from our office) to get the needed supplies to finish the jobWe went with a different company because they had what we needed in stock and we would not have to wait 10+ days for shipment"Later [redacted] ( [redacted] ) told me that the wrong supplies had been ordered the first time." This is blatantly falseI have the order history available to show the correct items were orderedIn another step to make this customer happy we gave a discount on materials, as indicated with the attached image of cost of materials(She was billed $we paid $927.25)"There were many issues during the project including, but not limited to, nobody showing up on days they were supposed to be there, the post set in concrete without water added, blaming me for moving the posts..." Weather was an issue as it can be with work being done outsideDue to rain and other previously scheduled projects we did miss daysSomething she was informed ofThe posts were set properly with pre-mix concrete and waterConcrete takes 5-days to completely cure, however it is common practice to build at days as long as you handle the posts with care and cautionShe did move the postsI have the text message where I questioned the issue and she confirmed that in fact she had moved them, also a picture from the site showing what they looked like when we came back in an attempt to finish the project(attached)Even after confirming this the company spent an additional $to get sika polyurethane post mix to be able to re-set them, and work with them the same day"...gates that would not close correctly, and sending workers who were not properly trained on how to install a chain link fence without proper supervision." At the time of completion those gates were hung correctly, and opened and closed properlyWhat has happened in the months since I can not vouch for, the customer has proved that she has no problem tampering with materials during and after installations, once the gates were checked we leftThe gates are the final step in completing a chain link fenceI ( [redacted] ***) have worked on upwards of chain link fencesAnother worker had fencing experience with another company for years besides his own personal experienceWe did have a new hire for this project that had upwards of years general construction experience"I ended up having to board my dogs for an additional days." She couldn't keep these dogs in her apartment that they moved into while building a new home, she knew they would have to be kenneledAll construction projects have estimated dates of completion, not just fencingThere are a lot of variables in this line of workThe project would have been completed much sooner if the customer hadn't tampered with the initial layout and setting of fence posts, something that could be prevented"Because they never completed the tension wire..." The tension wire was completed along with the gatesWe would never leave a job uncompletedIn even a greater gesture of good faith we waived ALL original labor costs, and ADDITIONAL labor and material costs caused by the customer tamperingI am of the belief that this was an attempt to get a free fence builtShe even got confrontational and belligerent with the two workers multiple timesThey had even called me asking how they needed to handle the situation, I informed them that if they felt unsafe to leaveInstead the fence was completed, regardless of customers behaviorWe have finished well over fencing jobs in to dateAll with no complaints, or aggressive behavior directed towards employeesIn all actuality we believe we are owed the remainder for this project, however we did not pursue thisWe felt the best solution in this circumstance was to finish the job to industry standards with the least amount of worriment from either partyWe honestly believed that she would be appreciative with this, and that we could part ways amicablyObviously this was not the case for her.In closing, thank you for assistance and help in resolving this matter

I believe our company, National Fence and Gate has acted in good faith with this project and this customer. We have gone above and beyond to satisfy [redacted]. I would like to go over points made in her filed complaint. 1. "It was supposed to be completed on 8/17/2016" This was an estimated...

time for completion, The majority of our communication was done verbally over the phone. I let her know that we were 3 weeks booked for other jobs when she scheduled hers. It was her issue with boarding her dogs that I moved things around and did my best to bring her project in as early as possible with our set schedules. On the 19th of August myself and two other employees arrived at the site to begin construction. We set the posts preparing for installation.   2. "On 8/20/2016 I was told they did not have my supplies because [redacted] screwed up." This is true, they sent the wrong top rails, loop caps, and, terminal post caps. This has happened before with rush orders, something I explained to her. It took 2 days for the correct materials to arrive. Knowing that the customer was paying to board her dogs I personally ([redacted]) went to [redacted] Home Improvement Store in STL (1.5 hours away from our office) to get the needed supplies to finish the job. We went with a different company because they had what we needed in stock and we would not have to wait 10+ days for shipment. 3. "Later [redacted] ([redacted]) told me that the wrong supplies had been ordered the first time." This is blatantly false. I have the order history available to show the correct items were ordered. In another step to make this customer happy we gave a discount on materials, as indicated with the attached image of cost of materials. (She was billed $879.00 we paid $927.25)4. "There were many issues during the project including, but not limited to, nobody showing up on days they were supposed to be there, the post set in concrete without water added, blaming me for moving the posts..." Weather was an issue as it can be with work being done outside. Due to rain and other previously scheduled projects we did miss 2 days. Something she was informed of. The posts were set properly with pre-mix concrete and water. Concrete takes 5-7 days to completely cure, however it is common practice to build at 2 days as long as you handle the posts with care and caution. She did move the posts. I have the text message where I questioned the issue and she confirmed that in fact she had moved them, also a picture from the site showing what they looked like when we came back in an attempt to finish the project. (attached). Even after confirming this the company spent an additional $68.26 to get sika polyurethane post mix to be able to re-set them, and work with them the same day. 5. "...gates that would not close correctly, and sending workers who were not properly trained on how to install a chain link fence without proper supervision." At the time of completion those gates were hung correctly, and opened and closed properly. What has happened in the months since I can not vouch for, the customer has proved that she has no problem tampering with materials during and after installations, once the gates were checked we left. The gates are the final step in completing a chain link fence. I ([redacted]) have worked on upwards of 150 chain link fences. Another worker had fencing experience with another company for 5 years besides his own personal experience. We did have a new hire for this project that had upwards of 10 years general construction experience.6. "I ended up having to board my dogs for an additional 5 days." She couldn't keep these dogs in her apartment that they moved into while building a new home, she knew they would have to be kenneled. All construction projects have estimated dates of completion, not just fencing. There are a lot of variables in this line of work. The project would have been completed much sooner if the customer hadn't tampered with the initial layout and setting of fence posts, something that could be prevented. 7. "Because they never completed the tension wire..." The tension wire was completed along with the gates. We would never leave a job uncompleted. In even a greater gesture of good faith we waived ALL original labor costs, and ADDITIONAL labor and material costs caused by the customer tampering. I am of the belief that this was an attempt to get a free fence built. She even got confrontational and belligerent with the two workers multiple times. They had even called me asking how they needed to handle the situation, I informed them that if they felt unsafe to leave. Instead the fence was completed, regardless of customers behavior. We have finished well over 100 fencing jobs in 2016 to date. All with no complaints, or aggressive behavior directed towards employees. In all actuality we believe we are owed the remainder for this project, however we did not pursue this. We felt the best solution in this circumstance was to finish the job to industry standards with the least amount of worriment from either party. We honestly believed that she would be appreciative with this, and that we could part ways amicably. Obviously this was not the case for her.In closing, thank you for assistance and help in resolving this matter.