Stonehenge Fence, LLC

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meStonehenge agreed to compensate my landscaper for the hours he spent repairing the damage to my brand new sprinkler system, but refused to pay my water bill for the water leakage that occurred due to the sprinkler damageI maintain that if Stonehenge does not know how to deal with sprinkler systems, having a skilled professional make appropriate accommodations to the sprinklers prior to disrupting them by placing the fencing would be a much more professional approachThis would have prevented an urgent situation while I was out of the country that necessitated my landscaper coming after hours to fix things and prevent further problems Additionally, customers should know that Stonehenge charges an extra fee that is not included in their written estimate to haul away the dirt from digging the fence postsI was able make arrangements to have the dirt disposed of, but Stonehenge was going to charge me an additional $to take the dirt away While the outcome to my initial complaint is satisfactory, I would not recommend doing business with Stonehenge Sincerely, [redacted]

We did contract with this customer to install a fenceThe first time we installed it, they said it was too low, but refused to meet with our Installer during the processWe Removed it and reinstalled it.The customer then met with a new crew and our Sales RepWe installed it exactly where he told us to.We were called out multiple timesWe went out each time trying to please themThey claimed the rings on the fence were installed improperly, when in fact, we weren't told how they wanted themThe customer stated he "is not a big communicator"We bent cover backwards to please these people, but could notWe came to a mutual agreement to remove the fence and refund their money Their contract states we have a 20% Restocking feeAll their material was special orderedWe refunded the entire amountPlease see attached pictures of how we left the jobWe feel we were more than fair with people we obviously were never going to please themWe didn't try to "cover" anything upWe cut the posts off at the base, ground them down for safety reasons and covered them with dirt so grass can grow back

We did contract with the ***'s with an initial estimateOnce our Installers arrived it became apparent that they would need additional concrete work We spoke with Mr [redacted] and explained the situation and the cost involvedMr [redacted] understood and signed a change orderThe ***'s are very pleased with the product and allowed us to take picturesWe understand Mrs***'s issue, but feel it unfair to penalize us with this complaint when Mr [redacted] was fully aware of the cost, and agreed to pay the difference

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

This is the first time we have heard of this issueHad we known, we would have addressed the issue and taken care of itIf *** would like to send us a cpy of her invoice for the Sprinkler repair, we will take care of itWe apologize for the issues and wish we would have know n sooner

We feel that we did everything we could to accommodate the ***sIn the beginning of the bidding process our Salesperson was under the impression that pavers and landscaping would be going inThat is why the concrete pad wasn't includedLance, (Salesman)did go to the ***s and tried several times to reach *** regarding the need for the padAfter not being able to reach her, he contacted *** and received a verbal authorization Fascia is not "required", but does improve the aesthetics of the jobIn trying to reach a reasonable resolution, we would be willing to spit the difference and give them back half of the approved changes which would be $

We did contract with the ***'s with an initial estimateOnce our Installers arrived it became apparent that they would need additional concrete work We spoke with Mr *** and explained the situation and the cost involvedMr *** understood and signed a change orderThe ***'s are very
pleased with the product and allowed us to take picturesWe understand Mrs***'s issue, but feel it unfair to penalize us with this complaint when Mr*** was fully aware of the cost, and agreed to pay the difference

We did contract with this customer to install a fence. The first time we installed it, they said it was too low, but refused to meet with our Installer during the process. We Removed it and reinstalled it.The customer then met with a new crew and our Sales Rep. We installed it exactly where he told...

us to.We were called out multiple times. We went out each time trying to please them. They claimed the rings on the fence were installed improperly, when in fact, we weren't told how they wanted them. The customer stated he "is not a big communicator". We bent cover backwards to please these people, but could not. We came to a mutual agreement to remove the fence and refund their money.  Their contract states we have a 20% Restocking fee. All their material was special ordered. We refunded the entire amount. Please see attached pictures of how we left the job. We feel we were more than fair with people we obviously were never going to please them. We didn't try to "cover" anything up. We cut the posts off at the base, ground them down for safety reasons and covered them with dirt so grass can grow back.

Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Stonehenge agreed to compensate my landscaper for the 3 hours he spent repairing the damage to my brand new sprinkler system, but refused to pay my water bill for the water leakage that occurred due to the sprinkler damage. I maintain that if Stonehenge does not know how to deal with sprinkler systems, having a skilled professional make appropriate accommodations to the sprinklers prior to disrupting them by placing the fencing would be a much more professional approach. This would have prevented an urgent situation while I was out of the country that necessitated my landscaper coming after hours to fix things and prevent further problems.  Additionally, customers should know that Stonehenge charges an extra fee that is not included in their written estimate to haul away the dirt from digging the fence posts. I was able make arrangements to have the dirt disposed of, but Stonehenge was going to charge me an additional $700 to take the dirt away.  While the outcome to my initial complaint is satisfactory, I would not recommend doing business with Stonehenge.
Sincerely,
[redacted]

We did contract with the [redacted]'s with an initial estimate. Once our Installers arrived it became apparent that they would need additional concrete work.  We spoke with Mr [redacted] and explained the situation and the cost involved. Mr [redacted] understood and signed a change order. The [redacted]'s are very pleased with the product and allowed us to take pictures. We understand Mrs. [redacted]'s issue, but feel it unfair to penalize us with this complaint when Mr. [redacted] was fully aware of the cost, and agreed to pay the difference.