Red Lion Furniture

I have attached a letter from my estimator, which includes the basic details of our interactions with Mrand Mrs***, and I’ve added my perspective below: My name is [redacted] and I’m the owner and operator of [redacted] Southwest Fence, Inc [redacted] and [redacted] contacted us in August to provide them with an estimate for a fence projectThe ***s were return customers, having completed a previous fence project with us and, subsequently, providing us with referrals throughout their neighborhood Unfortunately, there appeared to be some miscommunication between Mrs [redacted] and my estimator; specifically, regarding the style of fence that was installedAfter trying to explain to Mrs [redacted] that we installed the fence per the details of the proposal/contract, it became clear that Mrs [redacted] was not going to accept any responsibility for the oversightMy estimator and I to arranged an after-hours meeting with Mrs***, in hopes of resolving the miscue At that meeting, it was apparent that the only way to sift through the current state of the situation was to offer Mrs [redacted] the lattice work, which she was now requesting, at a price that would only cover the difference in materials; I would have to absorb the additional cost of the laborI emailed Mrs [redacted] the new pricing for the left portion of their project and she agreed to the terms via voicemail, stating she was ready to move forward at the agreed price of $1,We returned the following day to begin the new fence, again, but were sent off the job by Mrs***, who stated we had not scheduled the installation with her From that point, it became my goal to complete the left portion of the project before worrying about terms for the right side, which remains unaffected stillInstead, the ***s emailed me what they considered a fair estimate to complete the entire project, including new extra work, for the ***st total cost yetUnfortunately, the proposed budget they sent was far below a fair market value, and I told them it would be impossible for me to complete the work at their proposed price The ***s emailed me to explain that they would be pursuing other estimates for their fence projectThey asked if we could come remove the partial fence, but leave the posts, which they would pay us $for settingI agreed, again trying to help out the situation I feel I did everything possible to reach a resolution with the ***sMrs [redacted] repeatedly asked for discounts and price reductions throughout the bidding process, then again during the buildIn my opinion, the ***s were seeking too much off the cost of their fence and we definitely ended up on the losing end of this ordeal

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Barrett Fence does not deserve the Revdex.com accreditation and that is the reason for my complaint I want to warn other potential customers to avoid this business as my experience indicates that Mr [redacted] Barrett and the other of his employees listed for the business, [redacted] ***, do not abide by the Standards of Trust in the below examples The workers (non-employees, sub-contractors?) were not supervised while on my property nor was the communication adequate either to the contracted workers (***'s brother) or to my husband and myself prior to any work being done I have attached photos of the botched job showing the initial chestnut brown fence with lattice which is what we asked Barrett to match The redwood-colored fence is my neighbors before Barrett's crew cut down his post and threw the light cap in to his yard Tell the Truth Honestly represent products and services, including clear and adequate disclosures of all material terms.Violation: Every quote that we received from Barrett was in a different format We had to ask for a specific breakdown in the last of quotes for jobs to prove that Barrett was quoting us a higher price for the botched job per linear foot that the original phase of the work even after months of mistakes and extremely poor customer service and unresponsive communication We had to extrapolate the charge in order to calculate costs for gates, trellis and fence rather than Barrett being honest and forthcoming with the detail of work and materials on the quote.Be Transparent Openly identify the nature, location, and ownership of the business, and clearly disclose all policies, guarantees and procedures that bear on a customer’s decision to buy.Violation: Barrett never obtained a signature for quote/contract and the only way I knew they were on my property both times was due to a call from my neighbor that Barrett's crew was installing the wrong fence This is in direct conflict to the stated language on their quote/contract "AUTHORIZATION PAPERWORK MUST BE IN POSSESSION OF BSF PRIOR TO THE COMMENCEMENT OF WORK." Also, there is no street address on their quote/contract.Honor Promises Abide by all written agreements and verbal representations.Violation: Although [redacted] assured me that the side fence would match the previous work done by Barrett (photos attached), it clearly does not Instead of offering a remedy, they wanted to charge us more than the initial work Then they left us for a week and a half without a fence between my neighboring property which caused hardship due to animals and children not being able to enjoy our backyards the excuse being that [redacted] was on vacation and didn't trust [redacted] to complete the job correctly.Be Responsive Address marketplace disputes quickly, professionally, and in good faith.Violation: In August, we contacted Barrett to complete the two remaining sides of the fence they had built for us in March of this year After a series of unresponsiveness, we were unable to receive a quote from Barrett until late September My neighbors never received a response to their request for a similar quote [redacted] was unwilling or unable to meet me at the property but verbally acknowledged that he understood we were seeking the same fence as before When [redacted] visited my husband and I to review the fence built in error, and without our knowledge or written approval, he acknowledged that it looked nothing like the previous fence and would provide another quote to fix it I thought it was very unprofessional when [redacted] suggested that they would patch holes in order to reuse the lumber although it would be visible once stained We had to follow up after Barrett once again missed the agreed upon deadline and was unresponsive to requests for timeline when the crew would arrive if we would approve We never approved and the crew showed up without permission and that is the opposite of good faith when I need to leave work to stop further damage to our property and our neighbor's property Regards, [redacted] ***

My prior reply covered what happened with this project.Thank you,*** Barrett

As I mentioned before, we covered what happened in our first response.Thank you,*** Barrett

I have attached a letter from my estimator, which includes
the basic details of our interactions with Mr. and Mrs. [redacted], and I’ve added my
perspective below:

My name is [redacted] and I’m the owner and operator of
[redacted] Southwest Fence, Inc. [redacted] and [redacted] contacted us in...

August
2015 to provide them with an estimate for a fence project. The [redacted]s were
return customers, having completed a previous fence project with us and,
subsequently, providing us with referrals throughout their neighborhood.

Unfortunately, there appeared to be some miscommunication
between Mrs. [redacted] and my estimator; specifically, regarding the style of fence
that was installed. After trying to explain to Mrs. [redacted] that we installed the
fence per the details of the proposal/contract, it became clear that Mrs. [redacted]
was not going to accept any responsibility for the oversight. My estimator and
I to arranged an after-hours meeting with Mrs. [redacted], in hopes of resolving the
miscue.

At that meeting, it was apparent that the only way to sift
through the current state of the situation was to offer Mrs. [redacted] the lattice
work, which she was now requesting, at a price that would only cover the
difference in materials; I would have to absorb the additional cost of the
labor. I emailed Mrs. [redacted] the new pricing for the left portion of their
project and she agreed to the terms via voicemail, stating she was ready to move
forward at the agreed price of $1,920. We returned the following day to begin
the new fence, again, but were sent off the job by Mrs. [redacted], who stated we had
not scheduled the installation with her.

From that point, it became my goal to complete the left
portion of the project before worrying about terms for the right side, which
remains unaffected still. Instead, the [redacted]s emailed me what they considered a
fair estimate to complete the entire project, including new extra work,
for the [redacted]st total cost yet. Unfortunately, the proposed budget they sent was
far below a fair market value, and I told them it would be impossible for me to
complete the work at their proposed price.

The [redacted]s emailed me to explain that they would be pursuing
other estimates for their fence project. They asked if we could come remove the
partial fence, but leave the posts, which they would pay us $200 for setting. I
agreed, again trying to help out the situation.

I feel I did everything possible to reach a resolution with
the [redacted]s. Mrs. [redacted] repeatedly asked for discounts and price reductions
throughout the bidding process, then again during the build. In my opinion, the
[redacted]s were seeking too much off the cost of their fence and we definitely ended
up on the losing end of this ordeal.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Barrett Fence does not deserve the Revdex.com accreditation and that is the reason for my complaint.  I want to warn other potential customers to avoid this business as my experience indicates that Mr. [redacted] Barrett and the other of his 2 employees listed for the business, [redacted], do not abide by the Standards of Trust in the below examples.  The workers (non-employees, sub-contractors?) were not supervised while on my property nor was the communication adequate either to the contracted workers ([redacted]'s brother) or to my husband and myself prior to any work being done.  I have attached photos of the botched job showing the initial chestnut brown fence with lattice which is what we asked Barrett to match.  The redwood-colored fence is my neighbors before Barrett's crew cut down his post and threw the light cap in to his yard.  Tell the Truth Honestly represent products and services, including clear and adequate disclosures of all material terms.Violation: Every quote that we received from Barrett was in a different format.  We had to ask for a specific breakdown in the last of 8 quotes for 2 jobs to prove that Barrett was quoting us a higher price for the botched job per linear foot that the original phase of the work even after months of mistakes and extremely poor customer service and unresponsive communication.  We had to extrapolate the charge in order to calculate costs for gates, trellis and fence rather than Barrett being honest and forthcoming with the detail of work and materials on the quote.Be Transparent Openly identify the nature, location, and ownership of the business, and clearly disclose all policies, guarantees and procedures that bear on a customer’s decision to buy.Violation: Barrett never obtained a signature for quote/contract and the only way I knew they were on my property both times was due to a call from my neighbor that Barrett's crew was installing the wrong fence.  This is in direct conflict to the stated language on their quote/contract "AUTHORIZATION PAPERWORK MUST BE IN POSSESSION OF BSF PRIOR TO THE COMMENCEMENT OF WORK."  Also, there is no street address on their quote/contract.Honor Promises Abide by all written agreements and verbal representations.Violation: Although [redacted] assured me that the side fence would match the previous work done by Barrett (photos attached), it clearly does not.  Instead of offering a remedy, they wanted to charge us more than the initial work.  Then they left us for a week and a half without a fence between my neighboring property which caused hardship due to animals and children not being able to enjoy our backyards the excuse being that [redacted] was on vacation and didn't trust [redacted] to complete the job correctly.Be Responsive Address marketplace disputes quickly, professionally, and in good faith.Violation: In August, we contacted Barrett to complete the two remaining sides of the fence they had built for us in March of this year.  After a series of unresponsiveness, we were unable to receive a quote from Barrett until late September.  My neighbors never received a response to their request for a similar quote.  [redacted] was unwilling or unable to meet me at the property but verbally acknowledged that he understood we were seeking the same fence as before.  When [redacted] visited my husband and I to review the fence built in error, and without our knowledge or written approval, he acknowledged that it looked nothing like the previous fence and would provide another quote to fix it.  I thought it was very unprofessional when [redacted] suggested that they would patch holes in order to reuse the lumber although it would be visible once stained.  We had to follow up after Barrett once again missed the agreed upon deadline and was unresponsive to requests for timeline when the crew would arrive if we would approve.  We never approved and the crew showed up without permission and that is the opposite of good faith when I need to leave work to stop further damage to our property and our neighbor's property.
Regards,
[redacted]

Here is a copy of the proposals to the customer and a copy of the go ahead
text for the work. As I mentioned in the first response to the complaint, we
have all texts/emails of the process for the job to get started. Please call
and or email with any other questions.

Thank you,

[redacted] Barrett

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This response from the business does not offer anything in the way of resolution or improvements to the way they conduct business. I remain firm in my request that they do not deserve a Revdex.com accreditation and would even recommend they have their business license revoked before they damage another property.
Regards,
[redacted]