The Vinyl Outlet Inc.

Revdex.com:Vinyl Outlet called me on Monday July th and asked if they could bring out my refund check in the amount of $ which is my full deposit Check was delivered
I have reviewed the response made by the business in
reference to complaint ID ***, and find that this resolution is satisfactory to me.
Thank you for your help Revdex.com !
Regards,
*** ***

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. Regards, *** ***

*** states they called, and said Vinyl Outlet was coming out to fix the issueThey also have not called with an offer of discount

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
NO ONE from Vinyl Outlet or *** has contacted us with regard to "compensate our customer for her unhappiness". We have endured this "unhappiness" for over months.
There was never any mention of "darker colors" getting hotter. Our gray color is not dark. "*** Deck Pro surface will remain cool and comfortable even in bare feet"!!!!Regards,*** ***

Customer has been installed to full satiisfaction

Since I received your letter, I have been waiting for completion of the repairsStill at this time, not completed, so I have not been in contact with youAll this since March, jobAlways excusesThank you for your
correspondenceCase still pending, not completed.Sincerely,*** ***

Revdex.com: This company called me and told me that they would give me a call back on what they would do in response to Revdex.com report and has never called back ! This companies argument is a complete moot point because this problem started before I took down the fence the first timethis problem started before I took down the fence the first time it happened during the summer of the original install!!! The company specifically told my parents it would be just fine to take the fence down every year because there's only two bolts you remove to take down the fence it has nothing to do with the screws holding the hinges down ! My parents made sure that they could take the fence down down every year and the company knew about that because the driveway has to be plowed during the wintertime ! They were given instructions by the person who installed it and how to remove the fence during the winter ! This company completely lied to the Revdex.comI 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.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Regards,*** ***

We could not be happier with our new deck! The team came out April 7,8,&and tore down our old second story deck made in and replaced it with new decking materials The team even came back to wash mud off the deck and reinforce the stairs They cleaned up perfectly and gave us a sample of the cleaning solution we should you I was happy with the promptness of the construction and the workers who worked in a cold and snowy morning Their price was reasonable and service prompt Couldn't ask for a better job done!

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 belowNO ONE from Vinyl Outlet or *** has contacted us with regard to "compensate our customer for her unhappiness". We have endured this "unhappiness" for over months. There was never any mention of "darker colors" getting hotter. Our gray color is not dark. "*** Deck Pro surface will remain cool and comfortable even in bare feet"!!!!Regards,*** ***

Our installer went to the customer's home on several occasionsThe issue of cracking is a trim ring on the bottom of the postIt appears the trim ring has been broke, by being hitPossibly from a snow shovelOn our most recent visit in December, the customer refused to allow us to replace the
trim ringShe wanted us to remove all of her railings, which our installer refused, as this would leave her with an unsafe situationWe continue to be willing to replace the cracked trim ring even though it is well outside of the warrantyWe would do this as a customer courtesy

We are sorry about the communication with The customer and appreciate the recent purchase of the new porch she made too.After I have looked into why there was a breakdown in getting this simple fix done was we didn't have her area code on file correct and apologize.I was out personally and left a
slip and time has flown by.We have setup a date to take care of the situation

Tony from the Vinyl Outlet was the Salesman who came to
our house Nov He first spoke to my husband and quoted several prices for the fence we wanted, and discussed the warranty on the productHe told my husband it had a lifetime warrantyHe came back to our home the next day to meet with me, we again discussed this lifetime warrantyHe said there was a lifetime warranty on the fence, and they would come back and fix promptly should there be any issuesHe also used the example "if a tree falls on your fence we will come back and fix it." This lifetime warranty promise is a major factor in us signing the contractI did sign the contract that day with Tony and Vinyl outlet installed fence November It was an extremely windy day, but they were out here anywayIn January we noticed the fence was leaningWe called and they came out and promptly fixed issue within daysIn April we notice the fence was again leaning, in the same spot roughly as the first time which is on the right side (if you are looking at fence facing backyard) and a major lean, almost falling over in the back left cornerMy husband called, we waited a few weeksThey never showedI called, and called, and called for almost monthsI asked for supervisors, was given different names and phone numbers (Ralph and Alvin) and nothing ever came of my attempts to correctIn June 2016, after months of attempts to have our fence fixed, I filed a Revdex.com complaint and right away Vicky from the Vinyl Outlet calls me and gives me her apologies, says this isn't how they do business, shes going to get this correctedA week later, they did come out, they took the entire fence down and reinstalled the entire fenceThe gentleman who came out stated to me that he remembered the day the fence was installed and how windy it wasHe said he did not lead the team that day, and that he doesn't know what went wrong but that the fence was installed improperly and that it should be fine nowHe said he dug the posts deeper(I have voiced my concern repeatedly with the fact that they do not use concrete in the posts, starting with Tony on the day we signed the contractTony told me that they used to concrete posts, however they had more issues with fences leaning and falling when using the concrete so they switched to this method of driving the posts deep into the ground without using concreteTony swore to me that is the best method, and that this is also why they offer the lifetime warranty, because this method is so much better and their product is that good.) This kid also give me the talk about the concrete, saying this was is better, the posts are pretty deep not, but if I have any issues, don't hesitate to call, they will come back and fixThe fence seemed OK for awhileNow its mid January 2017, seven months later, and I notice that the fence is leaning again, in the same spot as usual, if you're facing the backyard, its the right side, about mid way into the yardI called on January 16, and Nancy answers the phoneI explain that its leaning, she sets up service request, then proceeds to tell me that it will be $service charge to come outI was shocked, I've never been told of this chargeI told her that I was told by Tony that there is a lifetime warrantyShe stated there was no such thingI then explained the whole issue I had the previous year and how the whole fence was taken down and put back up and that it took the Revdex.com complaint and a conversation with Vicky to finally resolve and how I really don't want to go there again, I just want my fence fixedShe said she would look in it for meShe nor anyone else never called me backI filled out a service request/complaint on their website on 1/18/On 1/19/Vicky calls my husband and tells him that they came out to our property and inspected (they never rang our bell, asked our permission or spoke to us while there) and that there are tracks on the lawn and "abuse" done to the fenceShe mentioned the slope in the yard (done when a pool was installed in May While the fence was leaning and I was calling weekly trying to get the issue resolved) Neither issues brought up by Vicky are valid, there are tracks in my lawn due to landscapers installing trees on the opposite side of yard (left side of yard, more than ft from where fence is leaning) Those landscapers did a wonderful job and did nothing to the fenceThere are no marks on the fence beside the rust spots that are ALL OVER the fence (I thought it was also guaranteed not to rust....) and the slope she was referring to was there on the day in June when the fence was taken down and reinstalledThe man who took the fence down and reinstalled it made no mention of this slope possibly interfering with the integrity of this fenceI'm no expert, but I cant see it causing an issue in a fence, it is Vinyl Outlets attempt of creating any excuse possible so as not to have to stand by their product and fix this issueVicky told my husband that this would be $to fix but they would do it for $(like shes doing us a favor or something.) This fence has been nothing but an eyesore and a headache ever since it was installedI would have gladly paid another company more money and had peace of mind that I received a quality product done by a company that stands by their work, but I got lied to and ripped offI think its illegal that Tony told us this lie in order to get us to sign the contract, this cant be allowedAlso, I have pamphlets that state "Lifetime warranty" so I don't know how they can come up with this $charge to fixWith that being said, even if that was their policy, I think that its obvious that this particular fence has issues since it has been chronically leaning since it was installedI don't think they took the whole fence down and reinstalled it just for the fun of it, something is clearly wrong with the installationIf they don't want to fix the fence, why don't they just come back and take it down and refund me so that I can pay another company to install a quality fenceI don't want to spend the next something years arguing with the Vinyl outlet about the fence leaning every few monthsThis thing has been leaning starting with months after install, its not even years old, its not going to stopThis is absurd! I paid $10,and it has been a hassle, this is not fair!I either want the fence fixed at no cost and a written agreement that the Vinyl Outlet will continue to repair the chronic issues with this fence OR my ideal outcome would be that they come take the fence down and refund me so that I can pay someone else for a quality product and be done with the Vinyl Outlet for good

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 Reject the company response because this is not a warranty issue! I want to let people know that the only way the company calls you back is if you file a complaint!
Regards,
*** ***

Product IssuesProblem: On 08/19/I filed a complaint concerning my vinyl outlet fenceAs I stated in my complaint, “I will see what next year brings.” One more winter with this pathetic fence and many of the pole caps have fallen off because they were broken due to the fact that they had to be removed by the company to fix the sinking poles the ones that we were told hold up to frost/thaw conditions that are prevalent with Buffalo winters! Remember MATERIALS ARE WARRANTED FOR LIFE! The company repaired our fence shortly after the complaint was filedNow a mere months later we have the same problem we have had since we had this pathetic fence installed! Poles sinking, design on top pulling away from posts, slats on bottom of fence separating so anyone that walks by can see into our back yardIn other words, since they fixed our last August it is in worse condition than it was before! Now mind you, according to Vicki the customer service manager, it costs $to fix a post! Imagine that every year when the same four to five posts sink each pretty expensive fence if you ask me! The president of this company lied to us when we purchased this fenceVery sad that this company has no problem taking peoples’ hard earned money promising them the best productI wish anyone considering this company to install a $fence to come look at this mess in my back yard...then go to a different company that is reputable and knows how to properly install a fence.Desired Outcome: I want company to come and fix the mess they made the last time they repaired my fencethe same problem that was complained about last year happened again....SIX MONTHS LATER! If you can’t fix it TAKE IT DOWN AND GIVE ME MY MONEY BACK SO I DON’T HAVE TO DO THIS EVERY SIX MONTHS! I refused to call the company because they never get back to me anyway!

Manufacturer Warranty (VINYL FENCE): The manufacturer warrants that their rigid vinyl extrusions will not chip, peel, blister, rot or corrode This warranty is for the lifetime of the product from the date of manufacture and is non-transferableShould any defective material be found during the warranty period, the manufacturer will replace the defective material free of chargeThis Lifetime Warranty does not include miscparts (Caps, Hinges, Latches, Support Posts)If the manufacturer’s findings are that there are defective parts as statedThe Vinyl Outlet, Inc will replace the manufacturers provided parts for a period of five years at no charge Vinyl Outlet, IncWorkmanship Warranty The Vinyl Outlet warrants the workmanship of installations for years from date of purchaseVinyl Outlet will repair free of charge any workmanship related issueThis warranty does not cover fence leaning caused underlying water or misuse, neglect, or damage caused by snow piled against or plowed into fence by, car or equipment damageDebris dents or wind damage (wind speed excess of mph) or more on any given day during the warranty period will not be covered by this warrantyNor any other act of God, which repair will be the sole responsibility of the purchaserGate Warranty: We offer a limited warranty on any installed gates for a full sixty days after installation. If, The Vinyl Outlet, Inc is called for a warranty claim due to negligence by the home owner, you agree in advance to pay the $trip charge, at which point an estimate for the repair will be given These warranties above are your only warranty and there are no verbal agreements or representations therewith.

Has been complete to customer satisfaction

The issue with the fence is twofoldAt the northeast corner of the fence, the concrete is heaving up giving me concern with the stability of the fenceAt the opposite side of the fence, there are three panels which are slightly bowed out caused by heavy snow piled up from a winter stormMy next
door neighbor recently informed me about the concrete problem and I recently noticed the bowingI cannot see those problems from the inside of the fence

Tony came to our home on occasionsHe verbally stated there was a lifetime warranty to my husband on the first occasion, and on the 2nd occasion right before I signed the contract he told me there was a lifetime warranty, used the example if the tree falling on the fence and assured me if there were ever any problems to just call and someone would come fix right awayI am attaching the pamphlet Tony brought to my house, last bullet point states "lifetime warranty." I did sign a statement acknowledging that the gates only had days, but unfortunately I didn't sign anything stating lifetime warrantyObviously I trusted what Tony was saying to me and felt confident during our conversation that there was a system in place to address any service needs and I didn't second guess his sales pitchHowever, let's pretend there's no lifetime warrantyThe fence started leaning after monthThen again a few months laterThen taken down and reinstalledThen leaning again months laterSo the longest period of time that this fence has been upright is monthsSo whether there's a lifetime warranty or not, we still paid a lot of money for a product that has never really functioned properlyThere should be some accountability on their end to make this work considering it never really hasI just don't understand this back and fourth and begging to have what we paid for in proper working condition or a refundI shouldn't have to pay for this hassle.

customer concern has been addressed

Ms *** deck is grayDarker colors will absorb more heat than lighter colors*** does remain much cooler than other productsWe are currently working with the manufacturer's rep to see if they will compensate our customer for her unhappiness