The Fence Authority

Review: On May 23, 2013 I ordered 10 sections of fence from the Fence Authority on-line. I read the terms and conditions at check-out and nothing said 'UPON ACCEPTANCE, ALL SALES ARE FINAL, NO RETURNS'. The fence was delivered, and I changed my mind and wanted to return it. They said sales were final and would not accept a return. I physically returned the fence to their physical place of business , and requested a charge back on my credit card. They have challenged the charge-back. Their position is 1) the fence was custiom made and 2) I was advised of the no return policy.

There was no indication at all on the website and online checkout that this was a custom made fence. And secondly, the terms and conditions did not say anything about a no return policy. I saved a copy. HOWEVER, now they have changed the terms and condition at checkout to reflect a no return policy, BUT they are not being forthcoming with my credit card company that they did indeed change the terms and conditions policy at checkout, and that the previous statement said NOTHING about No Returns. They are liars and cheats intent on trying to take my $928.00 dollars by lying to my credit card company in order to win the disputeDesired Settlement: That we all play by the same rules, and that they confess to my credit card company that there was no statement of a "no return" policy at checkout on May 23, 2013. That nowhere is the consumer informed that this is a "custom made" fence they are ordering, and they can not use this as an excuse not to accept returned merchandise. And finally, that admit that they did change the terms and conditions policy at checkout AND on their webpage, after I pointed out there was no such wording at checkout.

Business

Response:

September 1, 2013

Revdex.com

1880 John F Kennedy Blvd Suite 1330

Philadelphia Pa 19103

RE: [redacted]

Dear [redacted]. [redacted]:

Below is the exact letter written in response to our credit card processing center attempting to retrieve the funds from our account per **. [redacted]’s claim. As of today, his claim has been denied and the funds were re-deposited back into our account. Here is tha account:

The following is the sequence of events and documentation to support:

5/21/13 [redacted] places and on line order through our website, www.fenceauthoritv.com

- On or about 5/22/13 our order review department discovers an abnormality (no posts were ordered and this Is atypical) to the order and contacts the customer. The customer confirms order is correct and he does not need any post as he is attaching the fence and gates ordered to existing posts.

- On 6/4/13 the product was produced per the order

- On 6/10/13 the product, free of any defect, was delivered

A few days later the customer called [redacted] at our [redacted] office and wanted to return the fence. [redacted] explained to the customer that all sales are final and that this product was a custom product produced specifically for him and as clearly stated in our terms and conditions, not returnable once produced, The customer disagreed and threatened to back the charges out of the credit card if we didn't let him return it. We again advised the customer the product was not returnable.

o The customer was having difficulty installing our fence on his post which didn't match. Not all fences are manufactured the same

o We offered several no cost solutions and the customer declined.

- On 6/20/13 the customer dropped the fence off at our [redacted] office, after hours and chained the product to our perimeter security fence.

o The customer only returned 9 of the 10 sections purchased and 1 gate.

The following documents are enclosed;

o The sales order

o The Sales Terms and conditions

o A picture of the returned fence chained to our fence

We process hundreds of orders every week and we are 100% committed to customer satisfaction. From the beginning we worked diligently to process this (and every order) accurately and efficiently. In this case, we offered solutions at our cost when we had no obligation other than we wanted to help. We believe the customer did not read the Terms and Conditions that are clearly spelled out on our website and must be clicked upon to agree and complete the order (typical web processing). At no time has the customer ever expressed any concerns about defect or quality.

In some cases we can offer a restocking fee to assist customers that have ordered “stock” items incorrectly. Stock items are clearly displayed on our website. The custom nature of this order prevented us from being

In Summary

The products ordered by **. [redacted] are custom by virtue the fact that we do not have them listed as “Stock Items” on our website. Therefore anything not a stock item would be deemed a custom item and need to ordered or produced. This was clearly spelled out on our website at the time of order and then confirmed with the customer prior to manufacturing as noted in the above letter to the credit card company.

The customer was clearly advised in person (via phone) and through our web terms that the product is non returnable. As you can see, our terms and conditions have evolved over time but the consistent theme since July of 2007 is No Returns. We offered multiple "no cost* solutions to the customer’s problems and he refused them. The customer continually neglects to reference his phone conversations with our team. The customer, under nighttime cover, returns a portion of the product and chains it to our fence and has kept some of the fence. Why has he kept some of the fence?

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. Once in a blue moon, something gets missed and today that happened. Rest assured we will work diligently to satisfy our customers concerns. Remember, we want to be the best on EARTH.

Thank you in advance. Sincerely,

Review: I had signed a contract for fence repairs in March 2014. I called to schedule an appointment to have the services completed in the 3rd week of April. I was told at that point that they did not offer installation on Saturdays and that the next available appointment wasn't until 5/13/2014. My boyfriend re-scheduled his work shift to be at home for the installation. On Monday 5/12/14 at 5.46pm, they called me to tell me that there were "production delays". I had told [redacted] the scheduler that I would be ok with rescheduling only if they could come out on a Saturday since we had already rearranged our schedules. She then called me back on Friday 5/16/14 around 4:45 asking if her installers could come out the following afternoon on 5/17/14. The installers came out on 5/17/14 however couldn't install because the estimator ordered the wrong height fence. I was told by the installers that they spoke with their manager [redacted] and that someone would call me on Monday 5/19/14. I did not hear from anyone for a week and a half until I called the company and spoke with [redacted] on Wednesday 5/28/14. He quickly put me on the schedule for Monday morning 6/2/14. On Friday at 12:56p 5/30/14, I received a call stating that they had to postpone my installation again due to weather issues to Tuesday 6/3/14. This brings us to today in which the fence was installed while I was not present at the home. When I got home, the portion of fence that was installed was wood colored, where the rest of my fence is white. I pulled my contract and it had stated to repair/replace with "white cedar fence". I called the company and was told by [redacted] that white cedar is a type of wood, and that none of the fences they install are ever painted.Desired Settlement: First, I would like all estimators to do a better job explaining the order and installation date availability. Secondly, I would like a discount provided on the services already done considering now I need to go out and buy paint and tools to complete the job so that I do not get fined by my housing association. The total cost of the job was $442.00 and I would appreciate a 10% discount to cover the cost of the paint and brushes.

Business

Response:

6/25/14Since this letter was faxed to your office on the date below, the customer has accepted the $50 refund offer find the money has been refunded.We are still receiving letter from your office in reference to this matter, Is suspect you may not have received our original fax.Thank you