Our contract with Ms [redacted] dated April 11, was for the sale and installation of artificial grass and totaled $4,(See Attachment A; we redacted the credit card information contained on the contract for confidentiality purposes) The terms of the contract were that payment was due upon completion We performed the installation on May 2, Our crew walked the job with Ms [redacted] and she was satisfied with the project and signed a job satisfaction form saying that she had no issues and that she would recommend us to friends, family and co-workers (See Attachment B)We attempted to reach Ms [redacted] to collect payment in full, as per the contract, but were unable to reach Ms [redacted] Finally on May Ms [redacted] contacted our office and stated that she had an issue with a seam in the turf and she wanted us to address that We told Ms [redacted] that we would address the seam issue Such an issue we explained is an after installation repair matter covered under warranty that we will send a crew out to address and correct without charge We also let Ms [redacted] know that payment for the original installation was due in full upon completion Ms [redacted] did not however provide payment We nonetheless scheduled a crew to address her issue with the seam, as this is a separate matter from the payment of the project upon completion We attempted to schedule the repair for several weeks leaving numerous messages for Ms [redacted] Finally on June 2, we were able to speak with Ms [redacted] to schedule the installation which was scheduled for June 18, After requesting payment once again, Ms [redacted] agreed to pay $2,of the $4,due Payment was made via Ms [redacted] ’s [redacted] card that she provided to us On June 18, our crew arrived at Ms [redacted] ’s home to address the seam issue but Ms [redacted] was not home After several attempts again to reach Ms [redacted] to schedule another visit after she did not show for the first appointment, we were able to arrange a visit by our regional operations manager on July so he could assess and address the issue Ms [redacted] once again cancelled that scheduled meeting Subsequently, we have continued to contact Ms [redacted] to arrange a date and time when we can address the seam issue, as well as to attempt to collect the remainder of the payment on the contract but have been unsuccessfulWe received notice on August 11, from our merchant service provider that Ms [redacted] disputed the $2,payment she made towards the contract We contested this with our merchant services At the same time we continued to attempt to reach Ms [redacted] to schedule a date to address her seam issueAfter continued troubles in trying to reach Ms [redacted] to address her issue and to collect on our project, we were advised to protect ourselves and file a lien Subsequently, our merchant services company has credited back Lifescaping the $2,following their initial investigation but they noted that the matter is still pending finalizationWhere we are with this matter is very simple and straightforward We are ready to address any issues Ms [redacted] has with the installation, as we have been since the day we completed the installation However, Ms [redacted] needs to make herself or a representative available and has to be responsive to our attempts to contact her to address such issues Also, Ms [redacted] has to agree to pay us for the outstanding balance on the contract, either $4,or $2,depending on the final settlement of the original $2,credit card charge We have been attempting to resolve this matter and collect payment in full since the day we finished the installation We hope that Ms [redacted] will devote the same attention to making herself available so we can resolve this issue
For the past couple of days, Operations Manager and Mr [redacted] have been in communicationMr [redacted] called called in today and spoke with ***; she explained to him that his repair will be scheduled for a repair crew and as of today, we are still working on routing his repairOnce we have an available crew, we will contact Mr [redacted] to advise him on the date
I am rejecting this response because:The business may refer to the “Desired Outcome/Settlement” section of this original complaint filing with the Revdex.com to refresh themselves as to what my final resolution sought has always beenFrom the outset of this complaint, I have stated why their actions and responses no longer garner trustI will not be having them on my property again.What it seems the Revdex.com can assist with is my third and final desired outcome point regarding reevaluation of the rating of Borg Fence & Deck/Lifescaping by the Revdex.comHaving a favorable rating was a factor I took into consideration when choosing this contractor and I hope others have the benefit of more accurate information during their research
We have been in contact with this customer since she let us know of her concern with her fencePer her request, she wanted the fence line moved 3-4' from the original fence line, which by doing so would leave old footings in the groundWe addressed the old footings like we normally would, by cutting them to grade, or below grade when possibleIt is not possible for us to remove the footings completely without damaging her existing concreteCustomer was not satisfied with the way the old footings looked, and in an attempt to meet her expectations, we went out a second time to smooth out the footings - we buffed them out to make sure there were no rough or sharp edges sticking outShe is unhappy with the look of her concrete, which we informed her she would need to address that on her own, as she had requested to move the existing fence line in the first placeWe've done our best to deliver the best service we can, but at this point, the customer's expectations are not aligned with what we can do
There are so many inaccuracies in Ms***’s statement, that it would require too much time and require to much detail to accurately depict the situation There are a few points that need to be addressed.The owner of the company resides in Rhode Island and has no day to day input in the business here in Sacramento We have a President and an Operations manager in Sacramento During the timeframe of the installation and Ms***’s initial contact with the company, the president was in our LA office The Operation’s manager is most likely whom she spoke with He is no longer with our company At about that time he left our employ due to an illness in his family which is what we believe she is referring to in her statementIf he was rude to her, then we owe Ms [redacted] an apology for that conversation Upon learning of the concerns regarding the nails and gaps in the fence, our president, [redacted] arranged to meet with Ms [redacted] on a Saturday to perform a site visitShe opened up the conversation with a complaint about “shoddy work” compared to her last fence job with usAfter being shown the job we had done on our previous installation on her property, he did not say the job was “too good”, he said that the crew had overlapped the boards “too much” and that the spacing was not ideal as we used more boards than we normally would have She continued to go on about shoddy workmanship as Ms [redacted] showed Mr [redacted] the areas of her concern which were nails on a kickboard which are toe-nailed into a post She hadn’t noticed that on the previous install, because her side of the fence was on the high-side of the fence and boards are toe nailed on the low-side of a fence (her neighbor’s side) For the line of fence which they were addressing, her property is on the low- side so the nails are visible There were also a few bowed boards to which Mr [redacted] said we would add more nails to fix the gapping There were a few overshot brad nails to which Mr [redacted] said he would have them addressed and there was a board that was not overlapping enough that Mr [redacted] agreed to overlap more She wasn’t satisfied with the answers and continued to rant on about the “shoddy workmanship” Matching her volume, Mr [redacted] asked her to stop saying that the work was shoddy because our crews are hardworking and very good at their craft That inflamed her further and she raised her voice further and wouldn’t let Mr [redacted] get a work in edgewise She continued to complain about the workmanship and the inconvenience she felt she been made to endure Mr***’s response to the inconvenience was that we had tried to be respectful of her time frame, but that the hard digs, (which we didn’t charge her for- normally $75/post hole) had caused the project to take longer than expected Voices continued to raise and Mr [redacted] asked her to stop yelling at himShe was derogatory and punitive in every statement she made and showed no intent of having a professional dialogue to address the situation Instead she chose to attack Mr***, the crew and company for a few minor issues that were agreed to be taken care of despite her attitude The abuse of Mr [redacted] reached a level that was intolerable and he refused to continue the abusive conversation As he was leaving the property, he was texting messages to the neighbor to see if he could perform the repairs from his side of the fenceThis is a warranty issue and we’ve agreed to address the areas of concerns where appropriate
When the individual from Lifescaping presented at my property for an estimate he was provided with my credit card informationAt this time he stated they did not take payment and no payment was due until the job was completedPregra Grass Installers were supposed to be here on 4/25/@ 8amThey were a no showI spoke to [redacted] from Pregra whom called the Supervisor to find out where the installers wereShe called back quite some time later stating they were actually in Los AngelesI was rescheduled for 5/2/On this date they were lateI was late to workWhen I presented home at lunch at approximately 1300hrs they were not here and not much had been completedWhen I presented home the job was completed and I had questions regarding the uneven rock, the grass laying flat and the seamsI was instructed to watch the seam, eventually the grass would stand up, sign the paperwork and contact [redacted] at the officeThe installers were arguing amongst themselves and according to neighbors had been most of the dayI did as they instructed and wanted them off the property due to their conflictI had to clean up the rock mess they left in the street due to one of the neighbors complaintWhen I spoke to [redacted] and again attempted to pay she stated "its company policy We don't except payment until the customer was completely satisfiedAgain I made the offer to payShe attempted to make several appointments for someone to come back out, but it was always a no showThe situation was then sent to another Manager whom promised they would show with all the proper materials and equipment to complete the jobThat day was also a no show On 6/18/I received several calls at work stating there were african american men and caucasion male pounding on my front door and walking about my homeMy Grandaughter was here, eventually she opened the door asked who they were and informed them I was on my way from workWhen I pulled up they apologized for just showing up without and appointment but they had finished a job early and there supervisor sent them over unexpectedThey gave me his number and I called himHe apologized and Once again I was promised they would get me a date to come backWhen I called back to the office I was told both [redacted] and the Supervisor were let go [redacted] asked if I minded if she charged my card for partial payment because the process had not been completed correctlyShe stated they were working to get the issues resolvedOn 7/6/after a once again no show by Pregra Grass Installers my issues were assigned to [redacted] the new Northern California Regional ManagerHe stated I would now only be dealing with him and to not contact the Southern California OfficeHe stated I had his word and the issue would be taken careHe offered to come to the property to fix the seam but then realized it was more than the seamHe scheduled a crew to come out on 7/12/Of course they did not showWhen I spoke to [redacted] by phone he stated he would find out where they wereAccording to [redacted] Eventually he located them and their vehicle had broken down and they would not be comingI have made several attempts and have been more than available to this companyThey have failed in every aspectI have sent you phone records, text messages and emails [redacted] has refused to return phone calls or text messages trying to get the situation remediedThese are my available dates for October 10/21,25,26,27,November dates 11/2,5,6,11.I am requesting this company provide phone records to verify their statements regarding they have attempted to reach meI am demanding to have an appointment set up immediately to have the rocks evened out, the seams repaired and the grass to stand upI have no issue paying for this project once it has been completed accuratelyI demand this company remove any type of lien from my property as it is their irresponsible business practices creating this unnecessary stress and anguish to the consumer
Thank for the opportunity to respond to this customer complaint We would like to address what we believe are inaccuracies in the customers’ statement and then suggest resolutions to the issues Our contract and supporting disclosures, which we have attached, clearly states that wood is a natural product, that it will have cracks, knot holes, and color variations We inspect the wood when we receive it from the mill to ensure it is on grade Our crews are well aware of the high quality of the wood we use When the President of the company did a visual inspection he did not refer to the condition of the wood as “wear and tear”; he referred to it as the appearance of wood, a natural product When the President of the company initially talked to the customer, he stated that the fix for the nails would be to clip them with a pair of pliers, and that if it was urgent for the safety of their child, they could do it themselves When he came to do the inspection, he came with the tools necessary to address the nails sticking out Unfortunately the conversation became heated and non-productive and he chose to leave the customer’s property rather than continue to argue With regard to the footprint in the concrete, the surface of the concrete around the post will be rough and may have a partial print from the crew tamping it down This is usually not noticeable since dirt covers it We would also like to note that the two neighbors who share this common fence are completely satisfied and have already paid The customer would like us to replace boards with minor, flaws We are willing to replace the boards we saw that have the potential to compromise the integrity of the fence over time In addition, we are willing, as we originally agreed to, to deal with the brad nails that are sticking out, and to add concrete to cover the footprint The other option we are offering the customer is to leave the fence as it is, and discount his portion of the price of the fence, $5229.00, by 5%, reducing his payment to $ We look forward to hearing the customer’s decision regarding these options
Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to meWe decided to accept the 5% discount ($4,968)We are very disappointed and will not be satisfied if [redacted] will only change boards and have us still pay the whole amount which in fact there are more other boards with small cracks at the time of the installmentIt does not make sense and fair at all to have us pay the whole amountTo not prolong this issue and it's been very disappointing dealing with this company we decided to accept the 5% and not deal with them anymoreAs I have mentioned before, we have no problem paying as long as it is fairI will pay the amount due ASAP Thank you Revdex.com
Borg Fence & Decks welcomes the opportunity to respond to this complaintWhile we will briefly address each of the issues here, we will also forward to the Revdex.com the complete package we sent to the CSLB and to the client in response to her complaint with themThis is the first time we have been told about the gate latch issueWe would be glad to address that for our client under the terms of our warranty once we have an understanding of how we are proceeding with her other concernsShe has not paid for the fence and therefore there is no warranty currently in placeWe used the appropriate hand digging procedures to dig the fence post hole where the water pipes were markedWe exposed the pipe, and touched it; however we did not break itThis was confirmed by the leak detection company and the plumberWhen informed of the leak, we hired a licensed plumber, and they hired a leak detection company, both at our expense, to locate any leakWe also removed the gate and post, and are willing to reinstall them, also at no additional cost to the customerWith regard to the depth of the posthole, it is true that the standard hole depth is 2’However, it is acceptable construction practice to widen the hole to offset a lack depth when digging deeper would be an issueTo have dug under and around the pipe, installed the post to a depth of 2’ and poured concrete under and around the post would have created the potential for more damage to the pipeWe have provided the customer a complete copy of the response to her complaint to the CSLB, including all reports and correspondence from the plumber and leak detection specialist who examined her propertyIn addition, we will provide her a copy of this response
Our contract with Ms [redacted] dated April 11, was for the sale and installation of artificial grass and totaled $4,(See Attachment A; we redacted the credit card information contained on the contract for confidentiality purposes) The terms of the contract were that payment was due upon completion We performed the installation on May 2, Our crew walked the job with Ms [redacted] and she was satisfied with the project and signed a job satisfaction form saying that she had no issues and that she would recommend us to friends, family and co-workers (See Attachment B)We attempted to reach Ms [redacted] to collect payment in full, as per the contract, but were unable to reach Ms [redacted] Finally on May Ms [redacted] contacted our office and stated that she had an issue with a seam in the turf and she wanted us to address that We told Ms [redacted] that we would address the seam issue Such an issue we explained is an after installation repair matter covered under warranty that we will send a crew out to address and correct without charge We also let Ms [redacted] know that payment for the original installation was due in full upon completion Ms [redacted] did not however provide payment We nonetheless scheduled a crew to address her issue with the seam, as this is a separate matter from the payment of the project upon completion We attempted to schedule the repair for several weeks leaving numerous messages for Ms [redacted] Finally on June 2, we were able to speak with Ms [redacted] to schedule the installation which was scheduled for June 18, After requesting payment once again, Ms [redacted] agreed to pay $2,of the $4,due Payment was made via Ms [redacted] ’s [redacted] card that she provided to us On June 18, our crew arrived at Ms [redacted] ’s home to address the seam issue but Ms [redacted] was not home After several attempts again to reach Ms [redacted] to schedule another visit after she did not show for the first appointment, we were able to arrange a visit by our regional operations manager on July so he could assess and address the issue Ms [redacted] once again cancelled that scheduled meeting Subsequently, we have continued to contact Ms [redacted] to arrange a date and time when we can address the seam issue, as well as to attempt to collect the remainder of the payment on the contract but have been unsuccessfulWe received notice on August 11, from our merchant service provider that Ms [redacted] disputed the $2,payment she made towards the contract We contested this with our merchant services At the same time we continued to attempt to reach Ms [redacted] to schedule a date to address her seam issueAfter continued troubles in trying to reach Ms [redacted] to address her issue and to collect on our project, we were advised to protect ourselves and file a lien Subsequently, our merchant services company has credited back Lifescaping the $2,following their initial investigation but they noted that the matter is still pending finalizationWhere we are with this matter is very simple and straightforward We are ready to address any issues Ms [redacted] has with the installation, as we have been since the day we completed the installation However, Ms [redacted] needs to make herself or a representative available and has to be responsive to our attempts to contact her to address such issues Also, Ms [redacted] has to agree to pay us for the outstanding balance on the contract, either $4,or $2,depending on the final settlement of the original $2,credit card charge We have been attempting to resolve this matter and collect payment in full since the day we finished the installation We hope that Ms [redacted] will devote the same attention to making herself available so we can resolve this issue
For the past couple of days, Operations Manager and Mr [redacted] have been in communicationMr [redacted] called called in today and spoke with ***; she explained to him that his repair will be scheduled for a repair crew and as of today, we are still working on routing his repairOnce we have an available crew, we will contact Mr [redacted] to advise him on the date
I am rejecting this response because:The business may refer to the “Desired Outcome/Settlement” section of this original complaint filing with the Revdex.com to refresh themselves as to what my final resolution sought has always beenFrom the outset of this complaint, I have stated why their actions and responses no longer garner trustI will not be having them on my property again.What it seems the Revdex.com can assist with is my third and final desired outcome point regarding reevaluation of the rating of Borg Fence & Deck/Lifescaping by the Revdex.comHaving a favorable rating was a factor I took into consideration when choosing this contractor and I hope others have the benefit of more accurate information during their research
We have been in contact with this customer since she let us know of her concern with her fencePer her request, she wanted the fence line moved 3-4' from the original fence line, which by doing so would leave old footings in the groundWe addressed the old footings like we normally would, by cutting them to grade, or below grade when possibleIt is not possible for us to remove the footings completely without damaging her existing concreteCustomer was not satisfied with the way the old footings looked, and in an attempt to meet her expectations, we went out a second time to smooth out the footings - we buffed them out to make sure there were no rough or sharp edges sticking outShe is unhappy with the look of her concrete, which we informed her she would need to address that on her own, as she had requested to move the existing fence line in the first placeWe've done our best to deliver the best service we can, but at this point, the customer's expectations are not aligned with what we can do
There are so many inaccuracies in Ms***’s statement, that it would require too much time and require to much detail to accurately depict the situation There are a few points that need to be addressed.The owner of the company resides in Rhode Island and has no day to day input in the business here in Sacramento We have a President and an Operations manager in Sacramento During the timeframe of the installation and Ms***’s initial contact with the company, the president was in our LA office The Operation’s manager is most likely whom she spoke with He is no longer with our company At about that time he left our employ due to an illness in his family which is what we believe she is referring to in her statementIf he was rude to her, then we owe Ms [redacted] an apology for that conversation Upon learning of the concerns regarding the nails and gaps in the fence, our president, [redacted] arranged to meet with Ms [redacted] on a Saturday to perform a site visitShe opened up the conversation with a complaint about “shoddy work” compared to her last fence job with usAfter being shown the job we had done on our previous installation on her property, he did not say the job was “too good”, he said that the crew had overlapped the boards “too much” and that the spacing was not ideal as we used more boards than we normally would have She continued to go on about shoddy workmanship as Ms [redacted] showed Mr [redacted] the areas of her concern which were nails on a kickboard which are toe-nailed into a post She hadn’t noticed that on the previous install, because her side of the fence was on the high-side of the fence and boards are toe nailed on the low-side of a fence (her neighbor’s side) For the line of fence which they were addressing, her property is on the low- side so the nails are visible There were also a few bowed boards to which Mr [redacted] said we would add more nails to fix the gapping There were a few overshot brad nails to which Mr [redacted] said he would have them addressed and there was a board that was not overlapping enough that Mr [redacted] agreed to overlap more She wasn’t satisfied with the answers and continued to rant on about the “shoddy workmanship” Matching her volume, Mr [redacted] asked her to stop saying that the work was shoddy because our crews are hardworking and very good at their craft That inflamed her further and she raised her voice further and wouldn’t let Mr [redacted] get a work in edgewise She continued to complain about the workmanship and the inconvenience she felt she been made to endure Mr***’s response to the inconvenience was that we had tried to be respectful of her time frame, but that the hard digs, (which we didn’t charge her for- normally $75/post hole) had caused the project to take longer than expected Voices continued to raise and Mr [redacted] asked her to stop yelling at himShe was derogatory and punitive in every statement she made and showed no intent of having a professional dialogue to address the situation Instead she chose to attack Mr***, the crew and company for a few minor issues that were agreed to be taken care of despite her attitude The abuse of Mr [redacted] reached a level that was intolerable and he refused to continue the abusive conversation As he was leaving the property, he was texting messages to the neighbor to see if he could perform the repairs from his side of the fenceThis is a warranty issue and we’ve agreed to address the areas of concerns where appropriate
When the individual from Lifescaping presented at my property for an estimate he was provided with my credit card informationAt this time he stated they did not take payment and no payment was due until the job was completedPregra Grass Installers were supposed to be here on 4/25/@ 8amThey were a no showI spoke to [redacted] from Pregra whom called the Supervisor to find out where the installers wereShe called back quite some time later stating they were actually in Los AngelesI was rescheduled for 5/2/On this date they were lateI was late to workWhen I presented home at lunch at approximately 1300hrs they were not here and not much had been completedWhen I presented home the job was completed and I had questions regarding the uneven rock, the grass laying flat and the seamsI was instructed to watch the seam, eventually the grass would stand up, sign the paperwork and contact [redacted] at the officeThe installers were arguing amongst themselves and according to neighbors had been most of the dayI did as they instructed and wanted them off the property due to their conflictI had to clean up the rock mess they left in the street due to one of the neighbors complaintWhen I spoke to [redacted] and again attempted to pay she stated "its company policy We don't except payment until the customer was completely satisfiedAgain I made the offer to payShe attempted to make several appointments for someone to come back out, but it was always a no showThe situation was then sent to another Manager whom promised they would show with all the proper materials and equipment to complete the jobThat day was also a no show On 6/18/I received several calls at work stating there were african american men and caucasion male pounding on my front door and walking about my homeMy Grandaughter was here, eventually she opened the door asked who they were and informed them I was on my way from workWhen I pulled up they apologized for just showing up without and appointment but they had finished a job early and there supervisor sent them over unexpectedThey gave me his number and I called himHe apologized and Once again I was promised they would get me a date to come backWhen I called back to the office I was told both [redacted] and the Supervisor were let go [redacted] asked if I minded if she charged my card for partial payment because the process had not been completed correctlyShe stated they were working to get the issues resolvedOn 7/6/after a once again no show by Pregra Grass Installers my issues were assigned to [redacted] the new Northern California Regional ManagerHe stated I would now only be dealing with him and to not contact the Southern California OfficeHe stated I had his word and the issue would be taken careHe offered to come to the property to fix the seam but then realized it was more than the seamHe scheduled a crew to come out on 7/12/Of course they did not showWhen I spoke to [redacted] by phone he stated he would find out where they wereAccording to [redacted] Eventually he located them and their vehicle had broken down and they would not be comingI have made several attempts and have been more than available to this companyThey have failed in every aspectI have sent you phone records, text messages and emails [redacted] has refused to return phone calls or text messages trying to get the situation remediedThese are my available dates for October 10/21,25,26,27,November dates 11/2,5,6,11.I am requesting this company provide phone records to verify their statements regarding they have attempted to reach meI am demanding to have an appointment set up immediately to have the rocks evened out, the seams repaired and the grass to stand upI have no issue paying for this project once it has been completed accuratelyI demand this company remove any type of lien from my property as it is their irresponsible business practices creating this unnecessary stress and anguish to the consumer
Thank for the opportunity to respond to this customer complaint We would like to address what we believe are inaccuracies in the customers’ statement and then suggest resolutions to the issues Our contract and supporting disclosures, which we have attached, clearly states that wood is a natural product, that it will have cracks, knot holes, and color variations We inspect the wood when we receive it from the mill to ensure it is on grade Our crews are well aware of the high quality of the wood we use When the President of the company did a visual inspection he did not refer to the condition of the wood as “wear and tear”; he referred to it as the appearance of wood, a natural product When the President of the company initially talked to the customer, he stated that the fix for the nails would be to clip them with a pair of pliers, and that if it was urgent for the safety of their child, they could do it themselves When he came to do the inspection, he came with the tools necessary to address the nails sticking out Unfortunately the conversation became heated and non-productive and he chose to leave the customer’s property rather than continue to argue With regard to the footprint in the concrete, the surface of the concrete around the post will be rough and may have a partial print from the crew tamping it down This is usually not noticeable since dirt covers it We would also like to note that the two neighbors who share this common fence are completely satisfied and have already paid The customer would like us to replace boards with minor, flaws We are willing to replace the boards we saw that have the potential to compromise the integrity of the fence over time In addition, we are willing, as we originally agreed to, to deal with the brad nails that are sticking out, and to add concrete to cover the footprint The other option we are offering the customer is to leave the fence as it is, and discount his portion of the price of the fence, $5229.00, by 5%, reducing his payment to $ We look forward to hearing the customer’s decision regarding these options
Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to meWe decided to accept the 5% discount ($4,968)We are very disappointed and will not be satisfied if [redacted] will only change boards and have us still pay the whole amount which in fact there are more other boards with small cracks at the time of the installmentIt does not make sense and fair at all to have us pay the whole amountTo not prolong this issue and it's been very disappointing dealing with this company we decided to accept the 5% and not deal with them anymoreAs I have mentioned before, we have no problem paying as long as it is fairI will pay the amount due ASAP Thank you Revdex.com
Borg Fence & Decks welcomes the opportunity to respond to this complaintWhile we will briefly address each of the issues here, we will also forward to the Revdex.com the complete package we sent to the CSLB and to the client in response to her complaint with themThis is the first time we have been told about the gate latch issueWe would be glad to address that for our client under the terms of our warranty once we have an understanding of how we are proceeding with her other concernsShe has not paid for the fence and therefore there is no warranty currently in placeWe used the appropriate hand digging procedures to dig the fence post hole where the water pipes were markedWe exposed the pipe, and touched it; however we did not break itThis was confirmed by the leak detection company and the plumberWhen informed of the leak, we hired a licensed plumber, and they hired a leak detection company, both at our expense, to locate any leakWe also removed the gate and post, and are willing to reinstall them, also at no additional cost to the customerWith regard to the depth of the posthole, it is true that the standard hole depth is 2’However, it is acceptable construction practice to widen the hole to offset a lack depth when digging deeper would be an issueTo have dug under and around the pipe, installed the post to a depth of 2’ and poured concrete under and around the post would have created the potential for more damage to the pipeWe have provided the customer a complete copy of the response to her complaint to the CSLB, including all reports and correspondence from the plumber and leak detection specialist who examined her propertyIn addition, we will provide her a copy of this response