Rusticraft Fence Company, Incorporated

May 4, 2015Dear [redacted]:We agree with [redacted] that our sales rep, Kevin, is very professional however, we do not agree that our installation team, led by Oscar, is "another story" nor do we agree that “they did a terrible job."
Further, it is not true that we have not...

responded to their complaints. To support this, I would like to share with you the response from our construction management team:The project was completed by Oscar on November 7th, 2014
We Spoke with [redacted] on 11/11/14 and another homeowner [redacted] on 12/1/14 regarding making few adjustments to their fences -such as straightening out post tops for [redacted] and adjusting flow of sections for [redacted].
We Sent Oscar back within few days of each service call and both customers were happy with Oscar's service after he left.
On 11/19/14, [redacted] confirmed their happiness about the project and follow and sent us a check for the final payment
On or about the 1st week of January 2013 Homeowner [redacted] contacted us regarding some clean up concerns in community so I set up site inspection with him shortly thereafter.
At the site meeting it was agreed, snce the greound was frozen that we would wait until springtime to return to clean up any debris, rake dirt, and adjust gates etc.
We sent our service crew (Fernando) on 4/22 and all the service was completed - we left message for [redacted] to follow up the next day. [redacted] left message for me couple days later that he was very happy with the clean up our guys did but said that the people in the community were still unhappy because they thought the new latches would match their previous fences latches.
I explained to [redacted] and other people in the community that the contemporary post mount latches we Installed are the recommended latches by our company. We left [redacted] message again 6/1 to follow up.
Statement from the contractor:Our goal is 100% Customer Happiness. As with every customer we strive to be the best on EARTH at what we do and what we do is assist our customers in expanding their living space into nature by providing the fencing that meets their outdoor needs, Remember, we want to be the best on EARTH.
Sincerely,
John D
President