Siena Fence Company Inc.

Below is the email I had previously sent to *** in response to her complaint. I have yet to hear back from her regarding my attempt to remedy the situationDear ***,
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We received your letter in
regard to your fence installation and I apologize for the stress it seems to
have caused you. We do stand by our mission statement and will always do
what is necessary to make things right. Unfortunately in this type of
business things don’t go right 100% of the time, sometimes things will tend to
get miscommunicated or certain assumptions might be made that cause a job to be
not exactly what the customer may have envisioned after it is installed
I would like to offer to
reinstall all of the gates to swing in with the hardware on the inside.
We will have to remove all of the gate posts that are in concrete footings and
either replace them or move them around if possible. We will then either
replace the existing gates or relocate them if possible depending on the
direction they are needed to swing. We will do this work at no charge,
however, I do ask that you be home while we are doing the work to ensure that
everything is done to your satisfaction
I understand that you were
able to find support on Google that we were incorrect in the method in which we
installed the gates, however, in my years in the fence business, almost all
gates have been installed to swing out. In addition every single gate we
have pictured on our website has the hardware on the outside. I will
agree that we were incorrect in our assumption that you wanted the gates
installed the standard way and we were wrong in not communicating better with
you
As far as the latch only
being lockable from the side you wish to operate it from. I have
researched many latches and the Lok-Latch is the best latch option I have
found. Our mission statement is to offer quality products at reasonable
prices There are latches on the market that are much more expensive and
function more as a standard door type handle However, in an attempt to
keep costs down, the Lok-Latch offers the highest rated key-lockable latch at
the lowest possible price. In our defense, Home Depot installs an
unsightly steel latch on one side of the gate that the customer then has to put
a padlock through to lock
In response to the salesman
being rude to you, all I can do is apologize. He is not my son and he
will be spoken to regarding the issue. We value every customer and
understand the hard earned money that is going into such a significant
purchase
I hope that we can remedy
your issues with the fence I assure you that you purchased a good
product and once we get through with the corrections, you will have a fence
that you remember for a lifetime. (in a good way!)
Please let me know when would
be a good time to schedule the work to be done. You can email me back
anytime at this address
Have a blessed day!!
Sincerely
*** ***
President
Siena Fence Co., Inc

Below is the email I had previously sent to *** in response to her complaint. I have yet to hear back from her regarding my attempt to remedy the situation.Dear ***,
We received your letter in
regard to your fence installation and I apologize for the stress it seems to
have caused
you. We do stand by our mission statement and will always do
what is necessary to make things right. Unfortunately in this type of
business things don’t go right 100% of the time, sometimes things will tend to
get miscommunicated or certain assumptions might be made that cause a job to be
not exactly what the customer may have envisioned after it is installed
I would like to offer to
reinstall all of the gates to swing in with the hardware on the inside.
We will have to remove all of the gate posts that are in concrete footings and
either replace them or move them around if possible. We will then either
replace the existing gates or relocate them if possible depending on the
direction they are needed to swing. We will do this work at no charge,
however, I do ask that you be home while we are doing the work to ensure that
everything is done to your satisfaction
I understand that you were
able to find support on Google that we were incorrect in the method in which we
installed the gates, however, in my years in the fence business, almost all
gates have been installed to swing out. In addition every single gate we
have pictured on our website has the hardware on the outside. I will
agree that we were incorrect in our assumption that you wanted the gates
installed the standard way and we were wrong in not communicating better with
you
As far as the latch only
being lockable from the side you wish to operate it from. I have
researched many latches and the Lok-Latch is the best latch option I have
found. Our mission statement is to offer quality products at reasonable
prices There are latches on the market that are much more expensive and
function more as a standard door type handle However, in an attempt to
keep costs down, the Lok-Latch offers the highest rated key-lockable latch at
the lowest possible price. In our defense, Home Depot installs an
unsightly steel latch on one side of the gate that the customer then has to put
a padlock through to lock
In response to the salesman
being rude to you, all I can do is apologize. He is not my son and he
will be spoken to regarding the issue. We value every customer and
understand the hard earned money that is going into such a significant
purchase
I hope that we can remedy
your issues with the fence I assure you that you purchased a good
product and once we get through with the corrections, you will have a fence
that you remember for a lifetime. (in a good way!)
Please let me know when would
be a good time to schedule the work to be done. You can email me back
anytime at this address
Have a blessed day!!
Sincerely
*** ***
President
Siena Fence Co., Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I responded yesterday at approximately 5:for him to give me a firm date and time so I can make arrangements to be there
Regards,
*** ***

Below is the email that has already been sent to the customer:
[redacted],
Thank you for getting back to me.
Could you please take a look at the attached drawing of the
layout of your fence.  I marked the single gates as Gate #1, Gate #2 and
Gate #3.
Can you take a moment and let me know which way you would like
each of the gates to swing.  I need to know this to figure out which gates
will be able to be re-used and which will need to be replaced.  For
example, Gate #1, if you were standing at your house and looking at the inside
of the fence, a left swing would have the hinges on the left hand post and the
latch on the right hand post.  A right swing would be the opposite.
Once I get this back from you, I will order the new posts and
gates.  As soon as they arrive, I will contact you to set up a time to do
the work that works for both of us.
Thank you again for working with us and we will get this taken
care of quickly.
Chris

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I have been in contact with the company and they stated because I am on a hill they can only go one way. They said they would order the parts accordingly.  I am ok with this.