Reuben Borg Fence Company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/10/15) */ Contact Name and Title: [redacted] ***, OWNER Contact Phone: XXXXXXXXXX Contact Email: [redacted] @RBFENCE.COM RIGHT AFTER THE JOB WAS COMPLETED CUSTOMER CALLED BECAUSE CREW HAD LEFT A MESS BEHINDWE SENT A CREW BACK AN HOUR AFTER HER REQUEST CUSTOMER WAS STILL NOT SATISFIED AND REQUESTED AN INSPECTIONUNFORTUNATLY, OUR REPRESENTATIVE HAD AN EMERGENCY AND DID NOT MAKE IT TO THE APPOINTMENTTHE APPOINTMENT WAS RESCHEDULED FOR THE FOLLOWING DAYWE MET WITH THE CUSTOMER, APOLOGIZED AND ASSUMED FULL RESPONSIBILITY FOR THE CUSTOMER'S CONCERNSBECAUSE OF THE PROBLEMS WE OFFERED TO SEAL AND PROTECT THE NEW FENCE WITH A SEALANT FOR FREEWE ALSO OFFERED TICKETS FOR AN UPCOMING HOME AND GARDEN SHOWEIGHT DAYS AFTER WE MET A CREW WAS SENT OUT TO RESOLVE THE ISSUES.WE COMPLETED ALL THE REPAIRS EXCEPT FOR ONE ON THE NEIGHBOR'S SIDE SINCE HE SAID HE WAS OKAY ON HIS SIDECUSTOMER LEFT BEFORE WE COMPLETED THE REPAIRS SO HE WAS UNABLE TO INSPECT AND APPROVEWE HAVE NOT HEARD FROM SINCE WE DID THE REPAIRS Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) If we are going to go any further with this madness, let's continue by telling the complete truthRight after the job was "completed", a crew was sent out the following day to clean up and one of the crew belittled homeowner for her accent, and the clean up crew did an unsatisfactory job The rescheduled appointment was based on me taking the time after waiting for a full hour plus after a no showIf it was an emergency, a phone call from anyone at the office would have been appropriateIf we had not called, no one would have called us The tickets were only offered because the rep couldn't show a sample of the sealants and asked that we drive out to the show to see the samplesDecent offer, but I shouldn't have to drive out to [redacted] from [redacted] to see a sample because you were unprepared Met with company rep on 10/2, was told the crew would be back for repairs on 10/After attempts to contact rep and no show on 10/and 10/and no phone call, the morning of the 8th, finally pushed the fix date back to 10/ In closing, had the crew been prepared, prompt, and more skilled (ieno mistakes) we would have no problemsAs a customer, I should not have to fight so hard to have a company fix what was done wrong by them

Initial Business Response / [redacted] (1000, 6, 2015/12/16) */ We're sorry that you feel that the experience was badWe do all the necessary legwork to make sure the installation goes smoothly and without incidentFrom start to finish, our estimators set the expectation with you, the client, and go over the necessary information with you to prepare the work area for the installationWe then called the U.S.A hotline to alert utility companies that we will be digging at your location and to mark all underground utility lines, ieelectricity , cable , sewer, water and sources that come from the main to your houseYour underground service alert ticket number is #XXXXXXX, which was responsibly ordered prior to our dig In this instance, you had an illegal, unmarked underground water lineThe water line was illegal due to kind of pipe used, and it was underneath the property line fenceIs it reasonable to expect anyone to have known that there was a water line in that dig location? No, not even the utility companies with all of their electronic locating systems and maps identified the pipe that we hitThe pipe was not to be there Furthermore, is it reasonable to expect us to be responsible for said unmarked waterline? In any case, we as a courtesy tried to fix the damaged waterlineAfter completing the fence, you informed us that the waterline was still leakingWe offered to remove the fence to allow you to have it professionally repairedWe also offered to rebuild the fence after the waterline repair, at no charge, an offer that you and your neighbor agreed toWe believe we have gone above and beyond expectationsYou never let us fulfill the offer to rebuild the fenceInstead, you filed a claim with the California State License Board, and they found favor in our positionYou then went to our general liability insurance, which they have since recanted their approval to pay letter after investigating the truths of the situation With every job we take on, we always endeavor to go above and beyond our clients expectationsUnfortunately, we were not able to give you everything you wantedWe ask that you reconsider our offer to put back up the fence after you have the water pipe is fixed Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The underground service alert ticket #XXXXXXX listed in the Mr***'s reply was ordered on October 7-th, for the property [redacted] Our water pipe had been broken at the border line between the [redacted] , CA Both [redacted] and [redacted] property entrance's are under lock Mr***'s statement, that the proper survey/markup was performed prior to digging at [redacted] , is FALSE As per the California Contractor's State License Board, digging without properly surveying the property constitutes NEGLIGENCE Mr***'s general liability insurance - Liberty Mutual - did the damage estimate, which came out to $1,184.84, and we had already signed the insurance Property Damage Release form (an estimate and the release form attached) Then Mr [redacted] stopped the Liberty Mutual Insurance payment based on the statement in # This is adding an insult to an injury ! All of these facts will be promptly communicated to the California Contractor's State License Board and the Liberty Mutual Insurance

The statement is false. Our firm has been building decks for yearsThe customer did not want to go through the permit process as she was in the process of selling a house. We built the deck safely and strong. During the inspection, buyers raised questions regarding
a permit. The customer then contacted the Alameda County Building Department. City inspectors came up with vague resolutions to problems and expected us to make changes with unknown outcomes. We did not have a clear understanding of what the building department wanted. This entire situation stems from the customer wanting to bypass the permit process in order to save money

Initial Business Response /* (1000, 6, 2015/10/15) */
Contact Name and Title: [redacted], OWNER
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@RBFENCE.COM
RIGHT AFTER THE JOB WAS COMPLETED CUSTOMER CALLED BECAUSE CREW HAD LEFT A MESS BEHIND. WE SENT A CREW BACK AN HOUR AFTER HER REQUEST....

CUSTOMER WAS STILL NOT SATISFIED AND REQUESTED AN INSPECTION. UNFORTUNATLY, OUR REPRESENTATIVE HAD AN EMERGENCY AND DID NOT MAKE IT TO THE APPOINTMENT. THE APPOINTMENT WAS RESCHEDULED FOR THE FOLLOWING DAY. WE MET WITH THE CUSTOMER, APOLOGIZED AND ASSUMED FULL RESPONSIBILITY FOR THE CUSTOMER'S CONCERNS. BECAUSE OF THE PROBLEMS WE OFFERED TO SEAL AND PROTECT THE NEW FENCE WITH A SEALANT FOR FREE. WE ALSO OFFERED TICKETS FOR AN UPCOMING HOME AND GARDEN SHOW. EIGHT DAYS AFTER WE MET A CREW WAS SENT OUT TO RESOLVE THE ISSUES.WE COMPLETED ALL THE REPAIRS EXCEPT FOR ONE ON THE NEIGHBOR'S SIDE SINCE HE SAID HE WAS OKAY ON HIS SIDE. CUSTOMER LEFT BEFORE WE COMPLETED THE REPAIRS SO HE WAS UNABLE TO INSPECT AND APPROVE. WE HAVE NOT HEARD FROM SINCE WE DID THE REPAIRS.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If we are going to go any further with this madness, let's continue by telling the complete truth. 1. Right after the job was "completed", a crew was sent out the following day to clean up and one of the crew belittled homeowner for her accent, and the clean up crew did an unsatisfactory job.
2. The rescheduled appointment was based on me taking the time after waiting for a full hour plus after a no show. If it was an emergency, a phone call from anyone at the office would have been appropriate. If we had not called, no one would have called us.
3. The tickets were only offered because the rep couldn't show a sample of the sealants and asked that we drive out to the show to see the samples. Decent offer, but I shouldn't have to drive out to [redacted] from [redacted] to see a sample because you were unprepared.
4. Met with company rep on 10/2, was told the crew would be back for repairs on 10/7. After 5 attempts to contact rep and no show on 10/7 and 10/8 and no phone call, the morning of the 8th, finally pushed the fix date back to 10/10.
In closing, had the crew been prepared, prompt, and more skilled (ie. no mistakes) we would have no problems. As a customer, I should not have to fight so hard to have a company fix what was done wrong by them.

I reject the contractor's response as it is a lie! [redacted] came to my home to give an estimate for replacing my old/rotten deck. I asked him about a permit and the cost and he informed me that I did not need a permit as my deck was not going to be more than 4 ft off the ground. I also asked him about demolition and haul away of existing deck and he informed me that was included in the price. We discussed that since I was going to sell my home I would like to get on the schedule as soon as possible, I was informed by[redacted] that a date could not be set until I accepted and sent back the electronic estimate/contract. He asked me if I was wanting to use the same type of material (B grade redwood) and I answered yes. We discussed me paying for the deck in the "closing of escrow" upon the sale of my home which; he informed me that he could do. I informed him that I needed a deck built to code, and pass inspection. Once the contract was signed and the start date set I was informed that the company was not going to wait for payment until the "close of escrow" and that they wanted $5,000 deposit for materials. I feel like this was a classic case of "Bait and Switch" and a scam against a Senior Citizen. [redacted] Fence did not have drawing made, did not pull a permit with Alameda County and did not build my deck to code. After two phone conversations with the Alameda County Inspectors and a visit to their office, with drawings and permit that I paid to have done (after the fact), Borg's office states that they don't know how to fix the deck problems and don't have the man power! This is their statement, from a company that has been in business for 27 years and builds decks and fences. They also refuse to refund me all my money, so now I must pursue legal action against them, because I have a deck that is never going to pass inspection in it's current state.

This has been taken care of, please contact the customer again.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/12/16) */
We're sorry that you feel that the experience was bad. We do all the necessary legwork to make sure the installation goes smoothly and without incident. From start to finish, our estimators set the expectation with you, the client, and go...

over the necessary information with you to prepare the work area for the installation. We then called the U.S.A hotline to alert utility companies that we will be digging at your location and to mark all underground utility lines, ie... electricity , cable , sewer, water and sources that come from the main to your house. Your underground service alert ticket number is #XXXXXXX, which was responsibly ordered prior to our dig.
In this instance, you had an illegal, unmarked underground water line. The water line was illegal due to kind of pipe used, and it was underneath the property line fence. Is it reasonable to expect anyone to have known that there was a water line in that dig location? No, not even the utility companies with all of their electronic locating systems and maps identified the pipe that we hit. The pipe was not to be there.
Furthermore, is it reasonable to expect us to be responsible for said unmarked waterline? In any case, we as a courtesy tried to fix the damaged waterline. After completing the fence, you informed us that the waterline was still leaking. We offered to remove the fence to allow you to have it professionally repaired. We also offered to rebuild the fence after the waterline repair, at no charge, an offer that you and your neighbor agreed to. We believe we have gone above and beyond expectations. You never let us fulfill the offer to rebuild the fence. Instead, you filed a claim with the California State License Board, and they found favor in our position. You then went to our general liability insurance, which they have since recanted their approval to pay letter after investigating the truths of the situation.
With every job we take on, we always endeavor to go above and beyond our clients expectations. Unfortunately, we were not able to give you everything you wanted. We ask that you reconsider our offer to put back up the fence after you have the water pipe is fixed.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. The underground service alert ticket #XXXXXXX listed in the Mr. [redacted]'s reply was ordered on October 7-th, 2015 for the property [redacted]
Our water pipe had been broken at the border line between the [redacted], CA.
Both [redacted] and [redacted] property entrance's are under lock.
Mr. [redacted]'s statement, that the proper survey/markup was performed prior to
digging at [redacted], is FALSE.
2. As per the California Contractor's State License Board, digging without properly
surveying the property constitutes NEGLIGENCE.
3. Mr. [redacted]'s general liability insurance - Liberty Mutual - did the damage estimate, which came out to $1,184.84, and we had already signed the insurance Property Damage Release form (an estimate and the release form attached).
Then Mr. [redacted] stopped the Liberty Mutual Insurance payment based on the FALSE statement in # 1.
This is adding an insult to an injury !
4. All of these facts will be promptly communicated to the California Contractor's
State License Board and the Liberty Mutual Insurance.

[redacted] is correct we did miss the appointment, Since we missed the appointment we rescheduled for Aug 13, 2016 which we showed up too. After that repair [redacted] called back and wanted a repair changed. We are scheduled to go back out on Monday Aug 29th 2016 to do this repair.