Initial Business Response /* (1000, 5, 2015/05/23) */
We are sorry for the mistakeThat amount will be refunded to you in a check and the parts that are not usable do not have to be returnedThere are no pieces left to exchange
At our final conversation, I had been told there were only two
choices to describe the condition of the materials: new and usedSince they were not used it was posted as new
After checking into the Craig's list format, there were other choices that we should have used for the descriptionNow I can see how someone could have thought it was not our clearance materials that are sold as is and not returnable
The refund Will be mailed to this customer
Initial Consumer Rebuttal /* (2000, 7, 2015/05/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am rejecting this response because ONLY because the post he is talking about matching up with the other gate is not the one I am talking aboutI have sent photos to himPlease send the representative outI want an employee or contractor NOT the ownerHe is extremely difficult to work with and caused a scene on my property to the point the police almost had to be calledI will deal with his wife or contractors. I would like all three of these issues resolvedI have another company coming out to bid me to fix the issues and his expertise on the issue in the event landmark gives some excuse as to the reason it doesn't need repairYou should be able to use the gate all year aroundMy deck gates and other heavy wood double driveway gate does not sag and I am able to use all year around. The install should have accomodated for any changesI have photos show the gap between post and gap is not consistentJust like when you install a doorThey shim to make the door square and plumb otherwise you will get door not shutting rightI have used my level and the post is not straight up and down rather it slants to the sideI have emails back and forth with this company and they are full of excusesI do want the representative out but I will not have confrontation or denial about the mishapsThe posts were rushed because of the arguement we had onsite when I asked for a few scuffed pieces to be replaced and landmark tried to leave me hanging with entire fence dismantled and half my moneyHe rushed/finished after I leftIt was done poorly in a few areasThree areas of concern will need to be fixed, otherwise it comes down to breach of contract on the yr warranty of laborI will give the company the chance to fix
Final Consumer Response /* (2000, 6, 2015/06/29) */
Per a phone call from the customer, they stated that all issues have been resolved and the job has been completed
When the customer called in February, we said we would come to look at the issues with the gate that did not close properlyWe said with the freezing and thawing we hesitate to adjust the gates in the winter because they often settle back to working perfectly when the ground thawsShe insisted it
needed and we install a third hingeWe said it does not need third hinge and manufacturers don't recommend it because it doesn't serve a purposeWe told her that since the third hinge is never recommended or in the original contract, it was not a warranty claim and she would have to pay for the third hingeHere is where she yelled and left several threatening voice and emailsIt is written in our contract that movement caused by weather or freezing and thawing is not covered by our warrantyWe also received and email on March 26th regarding the gate "it’s now latching, shutting and closing just fine." Also "Not much to fix unless you can think of something to allow for temp fluctuations?" When another person in the office called her to see that the gate was working she told her that it was working fine and "If there is anything we can do before the ground freezes again she would appreciate it." That was the last we heard from her until this complaint Landmark will have a representative meet this customer to see what she wants to have done to the gate or postRegarding the two other areas of concern, we will discuss and try to remedy. The post that is not level with other posts is how we installed it in 2014, where we angled the last panel down to match the height of the existing front fence she wanted to keep, making the post before the angle appear to stick up out of line with the other posts in the line The small gap between the boards and the post we will fix
Initial Business Response /* (1000, 14, 2015/07/27) */
I will check into why we did not receive the earlier complaintWe are very sorry for the experience this customer is havingWe have made several attempts to come to repair the damaged boardsWe were told the customer had to be there for us
to do the work and they would only be home after 3:each dayWhen we came out 6/17, a thunderstorm interrupted the work after some work was completedThe next day we tried to work on it in the afternoon, they were mad that it was not after 3:and we didn't call firstAt this point a lot of the damaged parts were replaced and fence cleanedOn the 22nd, we called at 10:30am to schedule, they said to call only after 4pm to scheduleI called times after 4pm to schedule with no other calls back in returnWe would like to resolve the issues and replace the balance of the damaged materials
In response to this customer's issues, I would like to say that we did call several times after installation to see how they liked the fence, as well as ask for the payment, but the customer's first contact back to us was 4 weeks after completion. When the installers left after they finished, they...
said they talked to the customer and they were very happy with the fence. When they finally called us the 3 issues complained about were immediately texted to Dan and he was out within a couple days to look at the problems. He fixed the gate that did not latch that day, and came back the next week to rebuild the one panels they said was crooked and replaced several boards. The issue with the panels not being level at the bottom of the fence is not valid because of standard building procedures. Almost all fence bottoms slope with the contour of the ground, to minimize large openings under the fence, while keeping the top of the fence straight and with nice lines. This standard building procedure procedure is WRITTEN IN THE CONTRACT where the top of the fence would be straight and the bottom contoured to the ground. They had a dog and their ground sloped down to the back of the yard. If we kept the bottom of the fence level and the 2x4s the same height on the post, because the ground is not level, the dog could get out under the fence through the large gaps. Another standard property of cedar is that some of the wood will check or develop small cracks when the wood dries. Dan explained to them that the post that they had issues with was just checked and was very structurally sound. He also said that he would be out later to fix the issues with the marks made by the nails. Since we took care of all of the problems with the fence except the nail marks, we told them that they would have to pay the second half of the fence payment since that was due upon completion. This time they did not respond to our calls and emails for payment for over 5 weeks.
Initial Business Response /* (1000, 5, 2015/05/23) */
We are sorry for the mistakeThat amount will be refunded to you in a check and the parts that are not usable do not have to be returnedThere are no pieces left to exchange
At our final conversation, I had been told there were only two
choices to describe the condition of the materials: new and usedSince they were not used it was posted as new
After checking into the Craig's list format, there were other choices that we should have used for the descriptionNow I can see how someone could have thought it was not our clearance materials that are sold as is and not returnable
The refund Will be mailed to this customer
Initial Consumer Rebuttal /* (2000, 7, 2015/05/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am rejecting this response because ONLY because the post he is talking about matching up with the other gate is not the one I am talking aboutI have sent photos to himPlease send the representative outI want an employee or contractor NOT the ownerHe is extremely difficult to work with and caused a scene on my property to the point the police almost had to be calledI will deal with his wife or contractors. I would like all three of these issues resolvedI have another company coming out to bid me to fix the issues and his expertise on the issue in the event landmark gives some excuse as to the reason it doesn't need repairYou should be able to use the gate all year aroundMy deck gates and other heavy wood double driveway gate does not sag and I am able to use all year around. The install should have accomodated for any changesI have photos show the gap between post and gap is not consistentJust like when you install a doorThey shim to make the door square and plumb otherwise you will get door not shutting rightI have used my level and the post is not straight up and down rather it slants to the sideI have emails back and forth with this company and they are full of excusesI do want the representative out but I will not have confrontation or denial about the mishapsThe posts were rushed because of the arguement we had onsite when I asked for a few scuffed pieces to be replaced and landmark tried to leave me hanging with entire fence dismantled and half my moneyHe rushed/finished after I leftIt was done poorly in a few areasThree areas of concern will need to be fixed, otherwise it comes down to breach of contract on the yr warranty of laborI will give the company the chance to fix
Final Consumer Response /* (2000, 6, 2015/06/29) */
Per a phone call from the customer, they stated that all issues have been resolved and the job has been completed
When the customer called in February, we said we would come to look at the issues with the gate that did not close properlyWe said with the freezing and thawing we hesitate to adjust the gates in the winter because they often settle back to working perfectly when the ground thawsShe insisted it
needed and we install a third hingeWe said it does not need third hinge and manufacturers don't recommend it because it doesn't serve a purposeWe told her that since the third hinge is never recommended or in the original contract, it was not a warranty claim and she would have to pay for the third hingeHere is where she yelled and left several threatening voice and emailsIt is written in our contract that movement caused by weather or freezing and thawing is not covered by our warrantyWe also received and email on March 26th regarding the gate "it’s now latching, shutting and closing just fine." Also "Not much to fix unless you can think of something to allow for temp fluctuations?" When another person in the office called her to see that the gate was working she told her that it was working fine and "If there is anything we can do before the ground freezes again she would appreciate it." That was the last we heard from her until this complaint Landmark will have a representative meet this customer to see what she wants to have done to the gate or postRegarding the two other areas of concern, we will discuss and try to remedy. The post that is not level with other posts is how we installed it in 2014, where we angled the last panel down to match the height of the existing front fence she wanted to keep, making the post before the angle appear to stick up out of line with the other posts in the line The small gap between the boards and the post we will fix
Initial Business Response /* (1000, 14, 2015/07/27) */
I will check into why we did not receive the earlier complaintWe are very sorry for the experience this customer is havingWe have made several attempts to come to repair the damaged boardsWe were told the customer had to be there for us
to do the work and they would only be home after 3:each dayWhen we came out 6/17, a thunderstorm interrupted the work after some work was completedThe next day we tried to work on it in the afternoon, they were mad that it was not after 3:and we didn't call firstAt this point a lot of the damaged parts were replaced and fence cleanedOn the 22nd, we called at 10:30am to schedule, they said to call only after 4pm to scheduleI called times after 4pm to schedule with no other calls back in returnWe would like to resolve the issues and replace the balance of the damaged materials
In response to this customer's issues, I would like to say that we did call several times after installation to see how they liked the fence, as well as ask for the payment, but the customer's first contact back to us was 4 weeks after completion. When the installers left after they finished, they...
said they talked to the customer and they were very happy with the fence. When they finally called us the 3 issues complained about were immediately texted to Dan and he was out within a couple days to look at the problems. He fixed the gate that did not latch that day, and came back the next week to rebuild the one panels they said was crooked and replaced several boards. The issue with the panels not being level at the bottom of the fence is not valid because of standard building procedures. Almost all fence bottoms slope with the contour of the ground, to minimize large openings under the fence, while keeping the top of the fence straight and with nice lines. This standard building procedure procedure is WRITTEN IN THE CONTRACT where the top of the fence would be straight and the bottom contoured to the ground. They had a dog and their ground sloped down to the back of the yard. If we kept the bottom of the fence level and the 2x4s the same height on the post, because the ground is not level, the dog could get out under the fence through the large gaps. Another standard property of cedar is that some of the wood will check or develop small cracks when the wood dries. Dan explained to them that the post that they had issues with was just checked and was very structurally sound. He also said that he would be out later to fix the issues with the marks made by the nails. Since we took care of all of the problems with the fence except the nail marks, we told them that they would have to pay the second half of the fence payment since that was due upon completion. This time they did not respond to our calls and emails for payment for over 5 weeks.