The Vinyl Outlet Inc.

We are very sorry the customer experienced a large snow storm that impacted his fence.The warranty on fence material is for chalking ,cracking,and fading.This fence was installed nearly yrs ago.The warranty does not cover any acts of god as he explained what happened with the snow that piled up and bowed the rails.We explained he was out of the year labor warranty as well as the manufacture warranty.We did offer a solution and offered a substantial discounted repair to the customer

The customer has been satisfied.Tell us why here

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, *** ***

The repairs were made and all efforts have been made to satisfy customerI have attached both the original sign off indicating Ms *** was happy as well as a repair signoff that the repairs were complete to her satisfaction

We are sorry the customer had a problem with the latch.We already have replaced it and the customer is satisfied

Our call logs indicate several returned calls were made to Mr *** The lifetime warranty is for the fence materialThe customer acknowledges damage to fence was caused by snow piled on it, which would be a chargeable repair and not a warranty claim.? We offered Mr ***? a discounted repair, which he refused

I am very sorry that anyone would tell you that as that is not our company policy.I am turning this over to the Operations manager immediatley and this situation will be resolved.You will receive a call first thing this morning

A representative from The Vinyl Outlet met with the customerWhile the customer’s issues are caused by weather and are not covered by our warranty, we have offered several discounted solutions

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,
*** ***

Im sorry the customer feels the need to insult as we? have helped with any issues the customer has had? .We have done what we can to this point.Also the customer has learned how to adjust the gates from summer to winter as these will expand and contract from the cold and we only offer gate adjustments for days and we have done these in the past? for? customer service

We have been out and worked on this customers concerns.we have tried to please and have done anything asked.if customer needs something reasonable looked at again we will be glad to do so.The last time we have heard any word from the customer was early in 2015.in-which all concerns were addressed
and the file closed .the vinyl material expanse and contracts in severe cold and gates stick in the winter.this is common and releases when it warms outside.?

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, *** ***

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 find that this resolution is satisfactory to me? It's unfortunate a complaint was required to stimulate a return phone call from the businessDue to the poor customer service I received, I would not recommend them or employ their services again in the future.? Regards, *** ***

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,*** ***

The issues the customer is having are not covered by our warrantyHowever, as a customer service gesture, we have scheduled an appointment with the customer to resolve their issues

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,
*** ***
Satisfied with company response just waiting for repairs to be made

These are just some of the pictures I have can you see why I'm mad and they won't fix it

A representative from The Vinyl Outlet inspected the fence at Ms *** residenceThe fence appears to be leaning on the right side of the driveway where snow has been piled in the winterThis damage is not covered by our warranty, the customer was offered a discounted repair as a courtesy

we have agreed to give a refund to Mr *** in good faith of We have done all we can for him at this point.This porch was an insurance repair as it caved in originally on a very old property and we went above and beyond to help.When he accepted the solar lights we felt this was his satisfaction