Roberts Custom Homes, Inc.

(The consumer indicated he/she DID NOT accept the response from the business.)
On Saturday 12/17/we received a threatening message from Jimmy on our home voicemail that he was sending his workers to come take everything down and not for us to be surprised when we came home and it was goneAfter getting that message we contacted the Guilford County Sheriff's Dept for advise and was told if they showed up to call After that we decided to try to resolve things without getting the police involved so we called and left a message on the business number for Tina (Jimmy's wife) to call usShe returned the call with Jimmy listening in to the conversationIt was agreed that they would contact the fence representative and have representative meet with usJimmy called the next week after that conversation wanting to come before Christmas and due to our work and family schedules we were not able to meet at his desired timeWe agreed to a meeting for Friday 12/30/He mentioned he was going to show us a rail that possibly would fit the two fence sections to see if that would satisfy our original design requestWe have not agreed as yet to him installing same because we have not seen the product yetWe have always planned and do plan to pay, this was never an issue for usWe wanted the few things fixed and questions answered about the pricing and the designWe still have lose post, miscut rail attachment and miscut bottom capWhen he states he offered to come take down the fence he said he would do so but without a refund of the money we had already paid up front (we had already paid half of the agreed upon price)We have always been honest in our communications with him but over the course of this project it has been hard to communicate with him due to his upset nature and anger toward us when we had questions about the projectWe only wanted and have tried to talk with him but it has been hard to communicate with him and with regards to that that is why we called and tried to only speak with his wife in regards to our concernsThe fence he put up is a good product even though it was not the "special order" that we thought we would be receivingSince it is already installed removing same would ruin our patio pavers/cementThis matter we feel can be resolved if he will have his worker fix the above mentioned items and offer a discountWe still hate that we have had this bad experience with "the little guy" because we had only wanted from the beginning to give work to regular little mom and pop companies instead of big corporation companies

Initial Business Response /* (1000, 11, 2016/12/27) */
From: Jimmy and Tina A*** (mailto:***@outlook.com)
Sent: Friday, December 23, 3:PM
To: ***
Subject: Re: RE: Case # ***: Mr***
Conflict has been resolved with ***Thank you, James
A***
Happy Holidays from your friends at Fence Pro
Thank you for your business
Fence Pro
Jimmy A***
Tina A***
***
Graham, NC
Office: (336)222-
Cell: ***
Fax: (336)
Email: ***@outlook.com
Website:FenceProNC.com
http://facebook.com/fencepronc
Initial Consumer Rebuttal /* (2000, 13, 2016/12/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We reached an amicable settlement

We are in the process of getting this matter taken care of we have been in constant contact with the customer and every two agreement to do some modifications and both parties should be happy at that point thanks Jimmy A***, Fence Pro 'Go Pro with Fence Pro" FenceProNC.com

We are in the process of trying to rectify the situationIt is my opinion the customers have not been completely honest and forthcomingI havae offered to take down the fence and move on but they seem to want to keep the fence and not pay the balanceThe last time we spoke there was some
adjustments and a Top Rail to be installed on Sections of Fence and they would be satisfiedOUr reputation and customer satisfaction is very important to us and we will do our best to retify this problem
Sincerely, James A***, Fence Pro

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it. The owner sent workers out to look at the items that were in dispute.  The rail that they brought to go over the existing fence sections would not work.  It would come up to high in regards to the existing posts.  We told them that would not be acceptable and we would keep it the way it was.  To remove the existing posts would damage the cement and pavers.  They looked at the rail attachments and we showed them where they had been cut out to big and they explained that they had used the wrong tool when originally done and would have to come back another day to fix.  They returned a couple days later and replaced them but the cut outs were still not 100% but better than originally.  The work was still not 100% to our satisfaction .  We spoke with the owner on Saturday and informed him that his workers had informed us that they had originally used the wrong tool when we showed them our concerns and they knowingly made the cuts too big and had not notified us of same.  The owner states his workers had informed him.  We voiced our continued concern about the attachment pieces. To get this project done and behind us we agreed to a $100 deduction off the balance owed.  We probably erred in just taking $100 deduction seeing that we did not get the original ordered fence and the step rail attachments are still not 100%.  We will not recommend this company to anyone in the future.  Besides the wrong product being ordered by the owner and installed poorly the owners attitude and verbal outburst are not acceptable.  A business owner cannot and should not be loud and yell at his customers.  I can only imagine what the poor employees have to deal with.