Quality Fence

Initial Business Response / [redacted] (1000, 7, 2015/11/02) */ November 2, Dear Ms [redacted] , The last time our Office Manager/Estimator spoke with you, you specifically told him to not bother coming outSince then we sent you an email to offer to schedule an evaluation appointmentWe suggested that you can even have the evaluation when you are not home if that helps to resolve the situationThen we received this complain from the Revdex.comThere is no way for us to know what the next course of action would need to be until the problem is inspectedIf you want this matter resolved, you have to participate in the processWe are currently scheduling appointments for TuesdaysYou can call us at or reply by email to set up a time for [redacted] to come by your propertyUntil we hear from you, there is nothing further we can doPlease find a copy of our email from over a week ago attached below Sincerely, [redacted] Owner, Quality Fence October 26, Dear Ms[redacted] , Below please find a copy of your contract with usIt's shows that we worked for you just over TWO years ago for a total of $This was a shared fence with your neighbor, of which you each paid $It's not clear from the paper work which of you had the gate on your property, but it does show that the gate was an additional $ Even after two years, we guarantee the quality of workmanshipWe can not, however guarantee that wood will not split, warp or twist, over timeWood is a naturally occurring product that shrinks and swells in the rain and elements When you called about your damaged post, and talked to [redacted] , our estimator and office manager, he explained to you that he would need to come to your property to evaluate the situation before being able to advise what the next course of action could beIf the damage was caused by some fault of ours, we would repair or replace as needed at no cost to youThis would cost us both time and materials, but we would do that because that's the kind of company we areIf, upon inspection it was evident that the damage was caused by an outside source (such as someone driving into it) or simply bad luck with the natural process of the wood aging, we would then give you the opportunity to hire us to repair or replace at a very reasonable price When you do not make the appointment for evaluation we can not know what the cost might beWe can not be held responsible if you do not cooperateWhen you then proceed to call us not once, but twice, and verbally abuse [redacted] by yelling and swearing at him, it makes us not want to do business with you in the futureThat is unacceptable At this time we are willing to give you the opportunity to make an appointment with [redacted] to have him assess the situationHe does not need to meet with youWe would then let you know your optionsIf that can not happen, we wish you the best of luck Sincerely, [redacted] Owner, Quality Fence ____________________________________________ 9/23/ [redacted] XXXXX 707.XXX.XXXX Contract for the construction of approx75' of 6.5' tall Board on Board fence : Fence to be constructed with 4xACQ pressure treated posts Posts to be set approx8' on center and 24-30" deep in pounds of concrete 2xACQ pressure treated kickboards to be installed at base of posts 2xConHeart Redwood rails will attach to posts to create frame for fence 1x6xConHeart Redwood boards will attach to frame in overlapping, Board on Board style Boards to have 1xstrip stop trim installed at top and bottom on both sides There are no gates included in this section of fence The tear down, haul, and disposal of existing fence is included Quote includes all labor, materials and delivery fees Total Price : $(+$for gate=$Total) 50% down due upon delivery of materials($1424), remainder due upon completion($1424) Scheduled for Wednesday and Thursday, September 24-26, Please sign below and return at your earliest convenience Customer responsible for any necessary permits Notice to Owner : Under the California Mechanic Lien Law, any contractor, subcontractor, laborer, supplier or other person who helps to improve your property, but is not paid for his/her work or supplies, has the right to enforce a claim against your propertyThis means that after a court hearing, your property could be sold by a court officer and the proceeds of the sales used to satisfy the indebtednessYou have the right at your expense to require the contractor to have a performance and payment bondShould the owner, construction lender, or any public body or inspector direct any modification or additions to the work covered by this proposal/contract price will be adjusted accordingly and contractor paid in fullAny permits, bonds and inspections fees needed to commence and complete work are excluded from the contract price Reviewed and Accepted by:_____________________________________________ Final Business Response / [redacted] (1000, 15, 2015/11/25) */ Hello, It referes to the [redacted] case [redacted] is her daughter Thanks, [redacted] Quality Fence [redacted] http://www.santarosaqualityfence.com/ License # XXXXXX ________________________________________ From: [redacted] Sent: Tuesday, November 24, XXXX XX:XX AM To: Quality Fence Subject: RE: Fence repair HI, Could you please confirm what case this response goes too Thank you, [redacted] , Dispute Resolution Specialist Revdex.com serving the San Francisco Bay Area and Northern Coastal California Broadway, Suite Oakland, CA XXXXX p: XXX-XXX-XXXX f: XXX-XXX-XXXX ***@Revdex.comemail.org Revdex.com.org Start With Trust(r) Original Message From: Quality Fence (mailto: [redacted] @hotmail.com) Sent: Friday, November 20, XXXX X:XX PM To: [redacted] Subject: Fw: Fence repair Hello ***, Please see the message from the previously unhappy customer Thanks, Quality Fence ________________________________________ From: [redacted] Sent: Tuesday, November 17, XXXX X:XX PM To: Quality Fence Subject: Re: Fence repair Quality Fence, Thank you so much for the job done on my parents gateI know there was so much miscommunication with my parentsBut I appreciate the work that went into making the repairMy parents are really happy with the outcomeMy mom was really happy with the foreman, he was really professional and did a great jobBased on the outcome of the situation we would recommend your services to anyoneThank you Sincerely, [redacted] > On Nov 16, 2015, at 2:PM, Quality Fence wrote: > > Thanks *** > > -Quality Fence > > ________________________________________ > From: [redacted] > Sent: Friday, November 13, XXXX X:XX PM > To: Quality Fence > Subject: Re: Fence repair > > Thank you so muchI appreciate you guys taking your time and effort > to fix the issueFriday or Monday will work out perfectly, i'll make > sure the path is clear so he has space to workIf he needs anything > he can knock on the door, someone is always homeThanks againAny > questions or if his schedule gets delayed past Monday you can give me > a call at XXX-XXX-XXXX or email me as well > > Sincerely, > [redacted] > > >> On Nov 13, 2015, at 1:PM, Quality Fence wrote: >> >> Hi ***, >> Our foreman came out to evaluate the gateHe decided to add a latch so that the gate would closeThis is not the finished jobHe will return either Friday or Monday at the end of his work day to do a proper repairThis will include removing the existing broken 2xand replacing it with a new 2xThe latch will be installed in its original location >> We have decided to perform this repair free of charge due to the confusion and misunderstanding between your mother and our office manager >> The damage was not caused by faulty workmanship or any defect in the wood >> The screws holding the metal latch bar were ripped out of the woodThis is caused by excessive slamming of the gate when being closedIf this were to continue, the same outcome will occur againShould this be an issue again, a fee would be charged >> Sorry for the delay and miscommunicationWe thank you for your business >> >> Sincerely, >> Quality Fence >> >> >> >> ________________________________________ >> From: [redacted] >> Sent: Thursday, November 12, XXXX X:XX PM >> To: [redacted] @hotmail.com >> Subject: Fence repair >> >> Hi, >> This is ***, [redacted] 's daughter [redacted] sent somebody today >> to fix the gate, which was very much appreciatedBut, Is this really >> the way you guys fixed it? I really hope this isn't the finished job >> Please let me know if it is, so I know how to proceed from hereIf >> you would like to contact me, here is my number (XXX)XXX-XXXX >> >> Sincerely, >> [redacted] >>

I had the pleasure of dealing with Marcus for snow removalHe responded quickly, fully explained his service, and came to remove my snow in a timely mannerHe is polite and truly interested in your situation.I would highly recommend his service

Initial Business Response /* (1000, 7, 2015/11/02) */
November 2, 2015
Dear Ms. [redacted],
The last time our Office Manager/Estimator spoke with you, you specifically told him to not bother coming out. Since then we sent you an email to offer to schedule an evaluation appointment. We suggested that...

you can even have the evaluation when you are not home if that helps to resolve the situation. Then we received this complain from the Revdex.com. There is no way for us to know what the next course of action would need to be until the problem is inspected. If you want this matter resolved, you have to participate in the process. We are currently scheduling appointments for Tuesdays. You can call us at 707.568.0436 or reply by email to set up a time for [redacted] to come by your property. Until we hear from you, there is nothing further we can do. Please find a copy of our email from over a week ago attached below.
Sincerely,
[redacted]
Owner, Quality Fence
October 26, 2015
Dear Ms.[redacted],
Below please find a copy of your contract with us. It's shows that we worked for you just over TWO years ago for a total of $2848. This was a shared fence with your neighbor, of which you each paid $1205. It's not clear from the paper work which of you had the gate on your property, but it does show that the gate was an additional $332.
Even after two years, we guarantee the quality of workmanship. We can not, however guarantee that wood will not split, warp or twist, over time. Wood is a naturally occurring product that shrinks and swells in the rain and elements.
When you called about your damaged post, and talked to [redacted], our estimator and office manager, he explained to you that he would need to come to your property to evaluate the situation before being able to advise what the next course of action could be. If the damage was caused by some fault of ours, we would repair or replace as needed at no cost to you. This would cost us both time and materials, but we would do that because that's the kind of company we are. If, upon inspection it was evident that the damage was caused by an outside source (such as someone driving into it) or simply bad luck with the natural process of the wood aging, we would then give you the opportunity to hire us to repair or replace at a very reasonable price.
When you do not make the appointment for evaluation we can not know what the cost might be. We can not be held responsible if you do not cooperate. When you then proceed to call us not once, but twice, and verbally abuse [redacted] by yelling and swearing at him, it makes us not want to do business with you in the future. That is unacceptable.
At this time we are willing to give you the opportunity to make an appointment with [redacted] to have him assess the situation. He does not need to meet with you. We would then let you know your options. If that can not happen, we wish you the best of luck.
Sincerely,
[redacted]
Owner, Quality Fence
____________________________________________
9/23/2013
[redacted]
[redacted] XXXXX
707.XXX.XXXX

Contract for the construction of approx. 75' of 6.5' tall Board on Board fence :
Fence to be constructed with 4x4 ACQ pressure treated posts.
Posts to be set approx. 8' on center and 24-30" deep in 80 pounds of concrete.
2x6 ACQ pressure treated kickboards to be installed at base of posts.
2x4 ConHeart Redwood rails will attach to posts to create frame for fence .
1x6x6 ConHeart Redwood boards will attach to frame in overlapping, Board on Board style.
Boards to have 1x1 strip stop trim installed at top and bottom on both sides.
There are no gates included in this section of fence.
The tear down, haul, and disposal of existing fence is included.
Quote includes all labor, materials and delivery fees.
Total Price : $2510 (+$332 for gate=$2848 Total)

50% down due upon delivery of materials($1424), remainder due upon completion($1424).
Scheduled for Wednesday and Thursday, September 24-26, 2013.
Please sign below and return at your earliest convenience.

Customer responsible for any necessary permits.

Notice to Owner : Under the California Mechanic Lien Law, any contractor, subcontractor, laborer, supplier or other person who helps to improve your property, but is not paid for his/her work or supplies, has the right to enforce a claim against your property. This means that after a court hearing, your property could be sold by a court officer and the proceeds of the sales used to satisfy the indebtedness. You have the right at your expense to require the contractor to have a performance and payment bond. Should the owner, construction lender, or any public body or inspector direct any modification or additions to the work covered by this proposal/contract price will be adjusted accordingly and contractor paid in full. Any permits, bonds and inspections fees needed to commence and complete work are excluded from the contract price.

Reviewed and Accepted by:_____________________________________________
Final Business Response /* (1000, 15, 2015/11/25) */
Hello,
It referes to the [redacted] case. [redacted] is her daughter.
Thanks,
[redacted]
Quality Fence
[redacted]
http://www.santarosaqualityfence.com/
License # XXXXXX
________________________________________
From: [redacted]
Sent: Tuesday, November 24, XXXX XX:XX AM
To: Quality Fence
Subject: RE: Fence repair
HI,
Could you please confirm what case this response goes too.
Thank you,
[redacted], Dispute Resolution Specialist Revdex.com serving the San Francisco Bay Area and Northern Coastal California
1000 Broadway, Suite 625
Oakland, CA XXXXX
p: XXX-XXX-XXXX
f: XXX-XXX-XXXX
[redacted]@Revdex.comemail.org
Revdex.com.org Start With Trust(r)
Original Message
From: Quality Fence (mailto:[redacted]@hotmail.com)
Sent: Friday, November 20, XXXX X:XX PM
To: [redacted]
Subject: Fw: Fence repair
Hello [redacted],
Please see the message from the previously unhappy customer.
Thanks,
Quality Fence
________________________________________
From: [redacted]
Sent: Tuesday, November 17, XXXX X:XX PM
To: Quality Fence
Subject: Re: Fence repair
Quality Fence,
Thank you so much for the job done on my parents gate. I know there was so much miscommunication with my parents. But I appreciate the work that went into making the repair. My parents are really happy with the outcome. My mom was really happy with the foreman, he was really professional and did a great job. Based on the outcome of the situation we would recommend your services to anyone. Thank you
Sincerely,
[redacted]
> On Nov 16, 2015, at 2:13 PM, Quality Fence wrote:
>
> Thanks [redacted].
>
> -Quality Fence
>
> ________________________________________
> From: [redacted]
> Sent: Friday, November 13, XXXX X:XX PM
> To: Quality Fence
> Subject: Re: Fence repair
>
> Thank you so much. I appreciate you guys taking your time and effort
> to fix the issue. Friday or Monday will work out perfectly, i'll make
> sure the path is clear so he has space to work. If he needs anything
> he can knock on the door, someone is always home. Thanks again. Any
> questions or if his schedule gets delayed past Monday you can give me
> a call at XXX-XXX-XXXX or email me as well
>
> Sincerely,
> [redacted]
>
>
>> On Nov 13, 2015, at 1:57 PM, Quality Fence wrote:
>>
>> Hi [redacted],
>> Our foreman came out to evaluate the gate. He decided to add a latch so that the gate would close. This is not the finished job. He will return either Friday or Monday at the end of his work day to do a proper repair. This will include removing the existing broken 2x4 and replacing it with a new 2x4. The latch will be installed in its original location.
>> We have decided to perform this repair free of charge due to the confusion and misunderstanding between your mother and our office manager.
>> The damage was not caused by faulty workmanship or any defect in the wood.
>> The screws holding the metal latch bar were ripped out of the wood. This is caused by excessive slamming of the gate when being closed. If this were to continue, the same outcome will occur again. Should this be an issue again, a fee would be charged.
>> Sorry for the delay and miscommunication. We thank you for your business.
>>
>> Sincerely,
>> Quality Fence
>>
>>
>>
>> ________________________________________
>> From: [redacted]
>> Sent: Thursday, November 12, XXXX X:XX PM
>> To: [redacted]@hotmail.com
>> Subject: Fence repair
>>
>> Hi,
>> This is [redacted], [redacted]'s daughter. [redacted] sent somebody today
>> to fix the gate, which was very much appreciated. But, Is this really
>> the way you guys fixed it? I really hope this isn't the finished job.
>> Please let me know if it is, so I know how to proceed from here. If
>> you would like to contact me, here is my number (XXX)XXX-XXXX
>>
>> Sincerely,
>> [redacted]
>>

I had the pleasure of dealing with Marcus for snow removal. He responded quickly, fully explained his service, and came to remove my snow in a timely manner. He is polite and truly interested in your situation.I would highly recommend his service.

Review: I had an issue where a fence had to be moved because it was installed by Quality fence on my neighbors property instead of mine. They moved the fence to it's proper location, but a few months later the fence became loose. They took almost a year to come and fix the fence, but I was understanding because of Super Storm Sandy. After the fence was re-secured, I noticed a section of the fence was not inline with the rest of the fence. I emailed with the son of the owner and he agreed to come and rectify the issue within a few weeks. We are now several months later. The issue still has not been resolved. I have made several attempts via email and been promised it would be address shortly. My most recent attempts have gone with is no response. I feel this is my last resort. Any help is appreciated!

Such a small and seemingly easy fix for them has resulted in this.

Thanks,

[redacted]Desired Settlement: The fence gets fixed and quickly

Business

Response:

In regard to the above complaint from Mr. [redacted] and our phone conversation, this is to inform you that I went to see Mr. [redacted] on New Year’s Eve to inquire exactly what he wanted repaired on his fence.

Subsequently, on January 2, 2014 one of my fence installers and I returned to his home and moved the two posts that he wanted moved to his satisfaction.