Northwest Fence, Inc.

(The consumer indicated he/she DID NOT accept the response from the business.)
A few of the slats and missing end caps were replaced, I would like the post replaced tooI don't think that will happen

Initial Business Response /* (1000, 5, 2014/10/30) */
I am very familiar with this complaintI have seem pictures, talked with the salesman and the foreman on job siteThere is nothing wrong with the fence installationThe minor adjustments such as a few cracked boards and centering a couple
posts caps are easily fixedPertaining to the 2-3" gaps under the fence there is no fix forIt is very common after taking down a fence that had been installed over years ago that the new fence look higher than the lastIt would be impossible to install it on or below ground like the old fenceThe boards are the same 5" boards we have used for years and they are not rough at allWe install fences a year and this is the only complaint about them being rough I have ever encounteredJust the weather and a few rain storms remove the tiny splinters that are present on any fresh cut piece of lumberUnreasonable is the only word to describe this customerThe fact that a Revdex.com complaint is filed before a service man has even had a chance to respond is unreasonableThe assumption that the fence would have not one gap under the fence is unrealisticThe desired resolution is ridiculous and will never happenWe informed the customer that we are willing to address any issues that are in our control to fixEven the statement about the crew not being happy as they lowered the portion of the fenceThey did exactly as you asked them to doThey were not happy about it because it was not the right way to do it in their mindThe crew chief (Raul) has professionally installed around fences over the last years with usMy guess would be he knew exactly what he was doingAlso, he is not hard to communicate with at allHis English is almost perfect and the manor in which he speaks always politeAt this point the balance of the project will need to be paid in full as per your contractNo service will be preformed ,also per the contract, until the balance is paid in fullIf that is not an acceptable solution then we can remove the fence but the deposit will not be refundedWe have an excellent reputation for customer satisfactionIt starts with mutual respect between client and customerI feel we are dealing with an unreasonable and possibly prejudice customerPlease help Revdex.com
Thank you,
*** ***

Initial Business Response /* (1000, 12, 2015/07/24) */
The outstanding balance is $You were fully aware of it when you agreed to make monthly payments months agoSince your memory is lacking, I will remind you that was months after the original date of installPlease stop selling us
you didn't know there was an open balanceWe heard that the first time you went months overduePay your bills! Shame on you for accusing us of being the thiefWhat a jokePlease remove this from my record
Initial Consumer Rebuttal /* (3000, 19, 2015/09/09) */
If there was a open balance why wasn't I contacted by mail or phone? Just like all other companies if there is a balance they try and contact you first through phone or mail then the next step is sending it to collectionsStepping foot onto my property without permission is trespassing, taking my gate is theftLike you said your company contracts other people to install the fence which you told me that they took itIf these people that you contracted are "legal" I want there information
Final Consumer Response /* (4200, 23, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Legal papers! Your company never came back to redo the papers on our agreement of priceYou guys wanted the business and came out right away to installIf you want to talk legal, walking onto my property is trespassing and taking the gate is theftSo what do u have to say about that? If I owed the company money why wasn't it sent to a collections agency like all other creditors do or if you didn't reach me by phone why didn't you send out a letter to reach out to me?
Final Business Response /* (4000, 25, 2015/09/10) */
This is going nowhereI will mail you out your open balance invoiceAfter receiving payment from you we will build you a new gate at our expense

Everything of concern is a natural characteristic of cedarThe quality is not poor and the splitting is a process any wood stucture will haveIt is not a structural concernI will make a note on your file giving you an additional year warranty free of chargeThank you for your business

Complaint: ***
I am rejecting this response because: We have escalated this to an attorney and have started the legal process due to being ignored and the warranty not being honored Thank you
Sincerely,
Robert ***

Initial Business Response /* (1000, 6, 2015/07/22) */
We are not liable for anything underground not located by J.U.L.I.E. This is an industry standard practice that not only every fence company follows but also any contractor preforming excavation on private property. Every customer is informed...

that we cannot be held liable for private lines that are not located. This includes sprinkler lines, sump pump lines, private gas lines and landscape drainage lines. The customer was informed of that and obviously didn't like our answer. This is not a Revdex.com issue and is clearly a letter of experience. Please remove this from my record.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The damage in question was not to a sprinker line but to the sprinkler head itself which is clearly visible,
We will not rescind our complaint.
Final Consumer Response /* (4200, 14, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You have an excuse for everything. If there's no way to mark the sprinkler lines then why was I told by girl in your office that it should have been "marked?" The contractor who discovered this mishap and told me that the guys most definitely knew they hit the line has been in the business for over 30 years!! He had nothing to gain by telling me that. He did not do the repair. If you knew what you were talking about the pipe is not 18 inches down and further more we could and WOULD have changed where those posts would have been placed Mr. know it all!! I'm angry over the way this was handled, no return phone call from owner as I was told I would receive, being told I was a liar and now from you that I don't know what I'm talking about and you making excuses for error made by your company and not taking responsibility for it all over $135.00!! I was a second time customer of yours and would have been a third. So why are you so angry and adament about not refunding us the $135.00?? Sorry you're so bitter.
Final Business Response /* (4000, 12, 2015/07/24) */
There is no way to mark a sprinkler system so that would never be an option. A sprinkler line cuts very easy. You could go through it and never even know until the water from the line starts to fill the hole. If the system was off that didn't happen. It's a black hole with a black platic pipe 18" down. I disagree with your theory of knowing it was hit. If you had any idea of what you were talking about you would understand it was nothing more than an accident and could very easily be unknown. One that we would never be liable for. We do not have xray vision. The lines would not change the placement of the fence. The repair needed to be done regardless. Why are you so angry over this? $135 repair charge? I would gladly credit you on your next fence purchase from Northwest. My guess is that will never happen because your to bitter. Good luck in the future and I am sorry for any inconvenience this may have caused you.
Thank you.

1) You did not buy a custom built fence on site from us. Your confusing us with someone else. Your contract states nothing about that. 2) It doesn't save any time building it in the sections. It gives you a better end product and is much harder to work with. 3) I talked to your husband personally...

and he hung up on me twice. I laughed at him because he said he would ruin our reputation on social media. He needs to work on his communication skills. I tried explaining our stance between his outbursts. You story's are interesting but very untrue. 4) The real kicker is I didn't even try to to dispute the deposit. I let them have the money back.

If the post needed to be replaced it would have been. All of the reason that I have listed already is why we will not replace the post. To replace it with one that will do the same thing makes no sense. If there is ever a structural problem we will gladly replace the component free of charge per the warranty agreement.
Thank you.

Initial Business Response /* (1001, 16, 2014/11/20) */
From: [redacted]
Sent: Thursday, November 20, XXXX X:XX PM
To: [redacted]
Subject: Re: Revdex.com complaint

[redacted],
Thank you for contacting me yesterday. MY reply:
We have been in contact with the customer and the roofing...

company to try and resolve the issue. Thank you.
Let me know if you need any further information.
Thanks again,
[redacted]
Initial Consumer Rebuttal /* (3000, 23, 2014/12/01) */
11/29/14
I have been contacted by the business. I was told they were going to fix the problem and I still have the same problem cause IT HASN'T BEEN FIXED.
Simple solution DON'T DO BUSINESS WITH THIS COMPANY!!!!!
Final Business Response /* (4000, 27, 2014/12/15) */
12/12/14
The roofing company talked to the client and it has been determined that the roof is not leaking. The only fix is an additional downspout that the customer did not originally want. Seeing as the job is over 3 years old any additional material and labor will need to be paid for.
Thank you.
Final Consumer Response /* (4200, 29, 2014/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off there was no "Original" downspout offered. The gutters as I as shown by the roofer are positioned so that the water collects in one corner. The gutter leading away from the porch is 1/8th of an inch higher than the gutter leading to the house. That means Northwest Cedar doesn't know how to measure . The water is collecting in the corner because of this and the roofer also said the gutter flashing was not properly in stalled and that there are broken shingles in that area. The roofer also said that the run of a gutter doesn't matter it is the pitch of the gutter toward the downspout that does matter.
I am not going to give this company anymore money to fix their incompetence for not having measured twice and cutting once. I am going to pay some else for a correct job.
This company is not at all trust worthy and I have seen many reviews of customer complaints. I wish I hadn't done business with these people because you can't take them for there word.
Make a promise to a customer and keep it. This company does not keep up to it's word and I will never recommend "ANYONE" do business with them unless you want to have a mess on your hands.
I was also told by [redacted] the sales guy that he was angry and that I had no business contacting the Revdex.com about this matter. He said it was against his business and that he really didn't want to fix the problem but he would. Promise made, promise broke. I don't want them to touch my house I have already put into motion a fix and trust that this time the problem will be fixed. In my estimation this company gets an "-F" for service and quality. It should also be removed from the Revdex.com. Many people just post complaints but forget to contact the Revdex.com with there complaint for fear of what has happened to me. Thank you for your time but I am finished with this matter. I knew [redacted] was lying to me when he said they would fix the problem after I filed my complaint.

From: John [redacted] [mailto:[redacted]@gmail.com] Sent: Monday, May 15, 2017 4:38 PM To: James [redacted] <[redacted]@chicago.Revdex.com.org> Subject: Re: Revdex.com complaint [redacted]   I'm am sorry to hear that your having trouble with the gate again. The gate in under warranty for 1 year therefore we...

cannot fix it free of charge. Thank you, John [redacted] John [redacted]

I am very sorry to hear your frustration. We have already replaced the boards and the frames you requested at the end of July. We will be out this week to switch out the caps that are bigger. Sorry for the delay. To my knowledge the dirt is off your property but I will vedify that with the service...

man. Thank you.