Security Fence Company

Initial Business Response / [redacted] (1000, 5, 2016/02/09) */ [redacted] did call in late December regarding some panels that had blow out in the stormMy estimator had stopped by and didn't notice any damage because she had put the panels back up herselfShe just called again on Friday and we told her we'd send someone out just as soon as we can to take a look at itThis time of year we don't provide scheduled times because we never know what to expect day to day with the weatherFor example we didn't work anyone yesterday, today, and I don't plan on working anyone tomorrowWe still plan on taking a look at ***'s fence just as soon as we have a chance and the weather allows Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I called in December I spoke with a lady who rushed me off the phoneHowever, I did tell the lady what part of the fence was blown out and that I had put the panels back in myself so they would be able to come out and properly fix my fence, she said they would call when they would come outNo one called, and I do not believe anyone came out because clearly you can tell the panels are not properly put back in placeAgain, we have asked since the year it was installed that Longer slats be placed in that part of the fence due to the fact that they have blown out so many timesThe fence section should be documented in their records from past issues and proper documentation of the original call should have been made to ensure the guy looked at the fenceNo one came out to service the fence, no one knocked on the door to ask which part of the fence, and our fence is locked from the inside but they can access by walking around along the streetI am assuming that if someone did come by they drove by and noticed nothing and the road is a MPH so it would be difficult to find which house from the back and "driving by"When I called I asked when the estimator came out to look, and they could not give me a date, again documentation is not there, therefore I cannot believe anyone came out to look at the fence Also, according to their website "representatives and highly-trained installation and repair crews available to serve youWe can quickly and efficiently service all of your fencing needs" (Months is not quickly and efficientlyAlso, I will state that according to the website "...Our size, expertise,Residential customers with the best materials, service, and installation" Service is definitely lackingAgain from the website "Our personal dedication to meet the diverse needs of our customers has built our reputation for exceptional service"I have asked for phone calls, scheduling and service and in the past we have had to wait months to get a part of our fence fixed because they "were busy and unable to make a schedule"I would say we called at least 3-times in order to have this same issue fixed last time I know this doesn't go with the original complaint I filed but we have notified the company of the different panel colors that were installed when they came originally installed the fenceThey noted that they cannot control the batchAfter seeing another fence they installed which is the same color, all slats are the same color and there is not light tan and dark tan variation We are very displeased with this company for the lack of communication and documentation and installationCalling from the first few months of installation with an issue up to a few years later for the same issues is unacceptable, with little to no communication We would like our fence fixed as soon as possible with in the next month (I believe months is a reasonable timeline to have the issue fixed.) Also, Since the complaint it opened I would also like the issue addressed in regards to the discoloration of the panels which have have also called about Thank you

Initial Business Response / [redacted] (1000, 5, 2015/07/08) */ Mr [redacted] called our office on 6Mayrequesting an estimate to repair fence damagePer our policy, Mr [redacted] was set up as an "anytime" estimateThese estimates are done as time and scheduling permitI called Mr [redacted] the day I came out to meetHe instructed me what work he wanted done and the estimate was written for that scope of workThe job was accepted and an install date was set for 24Jun When the men arrived to do the work, there was more damage than the initial bidThe fence is several years old and has many areas of decayThe men only had the material to do the agreed upon repair and not the additional damageAt that point they called the office and stopped the work I met with Mr [redacted] to resolve the situationAt that time he determined that he would like all of the fence except the back line removedAfter I left he called and wanted another bid to repair all of the damaged fenceHe was going on vacation and demanded the estimate to be done in the next two days or he would go with another companyI informed him that we could not meet this time table and that another fence company may be the best option for a more timely estimate At no time was Mr [redacted] billed for services renderedHis options were to take no action and owe nothing or to remove the fence for $I was not able to submit a quote to Mr [redacted] to repair all of the damaged fence before he filed this complaint Mr [redacted] has not paid or company, nor does he owe our company any moneyIt is unfortunate that we could not submit a bid for the new work in a swifter manner

We recently had a gate installed by Security Fence Coout of Red Lion, PAThe gate was installed incorrectly in that one side had 2" clearance while the other side had 17" clearanceThe right-hand side had sagged so far down that the gate wouldn't latch securely SFC blamed this on the slope of the property, however, we had two other installers evaluate the gate and they both confirmed that the reason was faulty installationWe've now had to pay yet another installer to come out and fix the gate properly-which only took him about hoursThis proves to us that it was not the topography of our property that was the issue We respectfully requested that SFC mitigate the installation upon which payment would be rendered in full SFC's response was to file a legal document suing us through York County court systemWe consulted an attorney (and paid $for his services) who said it would probably be cheaper to pay the $than fight the suit in court Since we don't have a lot of money we agreed to accept a 10% discount which would cover having someone else come out to fix the gate However, SFC rolled their legal and sheriff fees into the calculation which made the amount owed almost equal to the original bill We're now out another $between the attorney and the second installer who fixed the issues SFC was not willing to fix Most people like us have no recourse to recover the addtional money spent trying to fight this company, we just have to accept that they know how to work the system, and have used this method frequently based on court records knowing most people don't have the funds to fight them In my opinion and experience, this company and its representatives were rude, displayed a total disregard for their customer and provided shoddy, incompentent workmanship

Initial Business Response /* (1000, 5, 2016/08/10) */
We are working with this customer to resolve this issueThe issue is with the materials and not our workmanshipWe agreed to fix the fence when we had timeWe have no obligation to fix this fence as the warranty is supplied by the
manufacturer, not usWe are fixing the fence out of good faithIf they were to make a claim with the manufacturer they would only cover the cost of the materials, not freight to get the materials here and certainly not our labor to reinstall themWe have not asked for a penny for any of this work

Initial Business Response /* (1000, 5, 2015/07/08) */
Mr. [redacted] called our office on 6May2015 requesting an estimate to repair fence damage. Per our policy, Mr. [redacted] was set up as an "anytime" estimate. These estimates are done as time and scheduling permit. I called Mr. [redacted] the day I...

came out to meet. He instructed me what work he wanted done and the estimate was written for that scope of work. The job was accepted and an install date was set for 24Jun2015.
When the men arrived to do the work, there was more damage than the initial bid. The fence is several years old and has many areas of decay. The men only had the material to do the agreed upon repair and not the additional damage. At that point they called the office and stopped the work.
I met with Mr. [redacted] to resolve the situation. At that time he determined that he would like all of the fence except the back line removed. After I left he called and wanted another bid to repair all of the damaged fence. He was going on vacation and demanded the estimate to be done in the next two days or he would go with another company. I informed him that we could not meet this time table and that another fence company may be the best option for a more timely estimate.
At no time was Mr. [redacted] billed for services rendered. His options were to take no action and owe nothing or to remove the fence for $425. I was not able to submit a quote to Mr. [redacted] to repair all of the damaged fence before he filed this complaint.
Mr. [redacted] has not paid or company, nor does he owe our company any money. It is unfortunate that we could not submit a bid for the new work in a swifter manner.

Initial Business Response /* (1000, 5, 2016/02/09) */
[redacted] did call in late December regarding some panels that had blow out in the storm. My estimator had stopped by and didn't notice any damage because she had put the panels back up herself. She just called again on Friday and we told her we'd...

send someone out just as soon as we can to take a look at it. This time of year we don't provide scheduled times because we never know what to expect day to day with the weather. For example we didn't work anyone yesterday, today, and I don't plan on working anyone tomorrow. We still plan on taking a look at [redacted]'s fence just as soon as we have a chance and the weather allows.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called in December I spoke with a lady who rushed me off the phone. However, I did tell the lady what part of the fence was blown out and that I had put the panels back in myself so they would be able to come out and properly fix my fence, she said they would call when they would come out. No one called, and I do not believe anyone came out because clearly you can tell the panels are not properly put back in place. Again, we have asked since the year it was installed that Longer slats be placed in that part of the fence due to the fact that they have blown out so many times. The fence section should be documented in their records from past issues and proper documentation of the original call should have been made to ensure the guy looked at the fence. No one came out to service the fence, no one knocked on the door to ask which part of the fence, and our fence is locked from the inside but they can access by walking around along the street. I am assuming that if someone did come by they drove by and noticed nothing and the road is a 45 MPH so it would be difficult to find which house from the back and "driving by". When I called I asked when the estimator came out to look, and they could not give me a date, again documentation is not there, therefore I cannot believe anyone came out to look at the fence.
Also, according to their website "representatives and highly-trained installation and repair crews available to serve you. We can quickly and efficiently service all of your fencing needs" (2 Months is not quickly and efficiently. Also, I will state that according to the website "...Our size, expertise,. . . Residential customers with the best materials, service, and installation" Service is definitely lacking. Again from the website "Our personal dedication to meet the diverse needs of our customers has built our reputation for exceptional service". I have asked for phone calls, scheduling and service and in the past we have had to wait 3 months to get a part of our fence fixed because they "were busy and unable to make a schedule". I would say we called at least 3-5 times in order to have this same issue fixed last time.
I know this doesn't go with the original complaint I filed but we have notified the company of the different panel colors that were installed when they came originally installed the fence. They noted that they cannot control the batch. After seeing another fence they installed which is the same color, all slats are the same color and there is not light tan and dark tan variation.
We are very displeased with this company for the lack of communication and documentation and installation. Calling from the first few months of installation with an issue up to a few years later for the same issues is unacceptable, with little to no communication.
We would like our fence fixed as soon as possible with in the next month (I believe 3 months is a reasonable timeline to have the issue fixed.) Also, Since the complaint it opened I would also like the issue addressed in regards to the discoloration of the panels which have have also called about.
Thank you.

We recently had a gate installed by Security Fence Co. out of Red Lion, PA. The gate was installed incorrectly in that one side had 2" clearance while the other side had 17" clearance. The right-hand side had sagged so far down that the gate wouldn't latch securely. SFC blamed this on the slope of the property, however, we had two other installers evaluate the gate and they both confirmed that the reason was faulty installation. We've now had to pay yet another installer to come out and fix the gate properly-which only took him about 3 hours. This proves to us that it was not the topography of our property that was the issue. We respectfully requested that SFC mitigate the installation upon which payment would be rendered in full. SFC's response was to file a legal document suing us through York County court system. We consulted an attorney (and paid $350 for his services) who said it would probably be cheaper to pay the $3200 than fight the suit in court. Since we don't have a lot of money we agreed to accept a 10% discount which would cover having someone else come out to fix the gate. However, SFC rolled their legal and sheriff fees into the calculation which made the amount owed almost equal to the original bill. We're now out another $700 between the attorney and the second installer who fixed the issues SFC was not willing to fix. Most people like us have no recourse to recover the addtional money spent trying to fight this company, we just have to accept that they know how to work the system, and have used this method frequently based on court records knowing most people don't have the funds to fight them. In my opinion and experience, this company and its representatives were rude, displayed a total disregard for their customer and provided shoddy, incompentent workmanship.

Please see attached doc

We recently had a gate installed by Security Fence Co. out of Red Lion, PA. The gate was installed incorrectly in that one side had 2" clearance while the other side had 17" clearance. The right-hand side had sagged so far down that the gate wouldn't latch securely. SFC blamed this on the slope of the property, however, we had two other installers evaluate the gate and they both confirmed that the reason was faulty installation. We've now had to pay yet another installer to come out and fix the gate properly-which only took him about 3 hours. This proves to us that it was not the topography of our property that was the issue. We respectfully requested that SFC mitigate the installation upon which payment would be rendered in full. SFC's response was to file a legal document suing us through York County court system. We consulted an attorney (and paid $350 for his services) who said it would probably be cheaper to pay the $3200 than fight the suit in court. Since we don't have a lot of money we agreed to accept a 10% discount which would cover having someone else come out to fix the gate. However, SFC rolled their legal and sheriff fees into the calculation which made the amount owed almost equal to the original bill. We're now out another $700 between the attorney and the second installer who fixed the issues SFC was not willing to fix. Most people like us have no recourse to recover the addtional money spent trying to fight this company, we just have to accept that they know how to work the system, and have used this method frequently based on court records knowing most people don't have the funds to fight them. In my opinion and experience, this company and its representatives were rude, displayed a total disregard for their customer and provided shoddy, incompentent workmanship.