Utah Fence Warehouse, Inc.

After I talked with *** last she informed me she would call me the following week we have been patiently waiting for her to call us to finalize details of the installShe has not informed us of three posts being taken or cement being left on the job site we offered a service to haul away and
dispose of existing wood fence for $I believe that is a fair value and was intended to offer her a service to help her remove of the wood it only covered the labor and disposal fees there was no monetary gain involved at that priceHomeowner took down their own fence when a homeowner does their own teardown it is up to the homeowner to fully remove any balls of concrete they leave in the ground that will be in the way installation when we showed up to the job site this was not done and we offered to do it as a convenience to the homeowner.We have adjusted the invoice accordingly and will remove any construction debris left by our company on the job site due to installation of the fence.

Complaint: ***
I am rejecting this response because: The statement that I indicated I would call MrS*** is not correct. One of my attempts to get a hold of the fence company to confirm they were coming, the owner, Richard S*** answered. I asked if he had received the message to contact me as I had some concerns and did not understand that there had been no contact from his company, at all. I also explained to him at that time that I had some concerns I wanted to discuss with him. I also inquired what would take place after the fence was installed, he told me there would be a walk thru. MrS*** has emailed me separately from this complaint and is now constantly ringing my phone, starting before am and continuing thru the day. I find this to be peculiar, especially since there is now a complaint in place. The email sent to me contains incorrect facts. I will stick to the issue at hand. I sent to the Revdex.com on June information that the fence company adjusted the bill for the work I did and the gate. The issue at hand now is the three poles that were taken. I would like credit for these poles. I can go to the hardware store to price them or MrS*** can. I believe once this issue is resolved, the complaint can be closed. Customer service is definitely and issue, this is something MrS*** will have to address with his own company. To go from no contact with your company to emailing me separately and calling my phone constantly is not acceptable. I currently have strep throat and have been down for a few days now. It is also father's day weekend. I would be concerned about employees taking items from customers without asking. This is theft. I would advise the company not to bombard the consumer extra costs associated for an already expensive product that was purchased and was not clarified the expense would not be coveredyour email suggested I was in doors sleeping when the job was completed. I told your employees I was indoors working. A cap is also needed for the fence as it broke when the employee placed it on the post. The neighbor brought it over to me.
Sincerely,
*** ***

Although we attempt to make every customer happy we have been unable to on this occasionWe had already corrected the invoice on everything but the posts and have offered to replace them or give credit for them as she is requesting now as of today 06-19-Home Depot has 3/X 3/X 96" Chain Link Posts for just under $we are crediting back $to cover posts and tax.We have attempted numerous times email and phone calls to get a hold of said customer to resolve any further issues and line up a date and time to do the desired walk through to see if there is anything else that needs to be done and she is only responding through Revdex.com complaint.We will also take a cap down within days and install it if accessible to the installer if not apparent where it goes or inaccessible we will leave by the front doorWe would love to make an appointment to do so if possible.As to the statement of theft I am sorry she felt that way when asked to remove posts we do remove them unless specifically asked to leave them and we have never once said it did not happen or not offer to replace them or give credit for themI do not believe it was intentionally done and I have tried to resolve this issue along with the few other concerns Karen has had unfortunately we are unable to reach her except through Revdex.com services now.

Complaint: ***
I am rejecting this response because: The statement that I indicated I would call MrS*** is not correct. One of my attempts to get a hold of the fence company to confirm they were coming, the owner, Richard S*** answered. I asked if he had received the message to contact me as I had some concerns and did not understand that there had been no contact from his company, at all. I also explained to him at that time that I had some concerns I wanted to discuss with him. I also inquired what would take place after the fence was installed, he told me there would be a walk thru. MrS*** has emailed me separately from this complaint and is now constantly ringing my phone, starting before am and continuing thru the day. I find this to be peculiar, especially since there is now a complaint in place. The email sent to me contains incorrect facts. I will stick to the issue at hand. I sent to the Revdex.com on June information that the fence company adjusted the bill for the work I did and the gate. The issue at hand now is the three poles that were taken. I would like credit for these poles. I can go to the hardware store to price them or MrS*** can. I believe once this issue is resolved, the complaint can be closed. Customer service is definitely and issue, this is something MrS*** will have to address with his own company. To go from no contact with your company to emailing me separately and calling my phone constantly is not acceptable. I currently have strep throat and have been down for a few days now. It is also father's day weekend. I would be concerned about employees taking items from customers without asking. This is theft. I would advise the company not to bombard the consumer extra costs associated for an already expensive product that was purchased and was not clarified the expense would not be coveredyour email suggested I was in doors sleeping when the job was completed. I told your employees I was indoors working. A cap is also needed for the fence as it broke when the employee placed it on the post. The neighbor brought it over to me.
Sincerely,
*** ***

After I talked with [redacted] last she informed me she would call me the following week we have been patiently waiting for her to call us to finalize details of the install. She has not informed us of three posts being taken or cement being left on the job site we offered a service to haul away and...

dispose of existing wood fence for $120 I believe that is a fair value and was intended to offer her a service to help her remove of the wood it only covered the labor and disposal fees there was no monetary gain involved at that price. Homeowner took down their own fence when a homeowner does their own teardown it is up to the homeowner to fully remove any balls of concrete they leave in the ground that will be in the way installation when we showed up to the job site this was not done and we offered to do it as a convenience to the homeowner.We have adjusted the invoice accordingly and will remove any construction debris left by our company on the job site due to installation of the fence.

Although we attempt to make every customer happy we have been unable to on this occasion. We had already corrected the invoice on everything but the 3 posts and have offered to replace them or give credit for them as she is requesting now as of today 06-19-2017 Home Depot has 2 3/8 X 2 3/8 X 96" Chain Link Posts for just under $17.00 we are crediting back $75.00 to cover 3 posts and tax.We have attempted numerous times email and phone calls to get a hold of said customer to resolve any further issues and line up a date and time to do the desired walk through to see if there is anything else that needs to be done and she is only responding through Revdex.com complaint.We will also take a cap down within 3 days and install it if accessible to the installer if not apparent where it goes or inaccessible we will leave by the front door. We would love to make an appointment to do so if possible.As to the statement of theft I am sorry she felt that way when asked to remove posts we do remove them unless specifically asked to leave them and we have never once said it did not happen or not offer to replace them or give credit for them. I do not believe it was intentionally done and I have tried to resolve this issue along with the few other concerns Karen has had unfortunately we are unable to reach her except through Revdex.com services now.

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

We cannot and will not guarantee dates of installation we will do our best to make it by the initial scheduled dates in the event of adverse weather conditions it will change the schedule accordingly. We did call the customer letting them know of the delay and did our best to to get the job done in...

a timely manner on this job we were 2 days behind the initial scheduled date due to adverse weather conditions.The customers neighbor had agreed to split the shared cost of the fence between the 2 neighbors when she came in she put $800.00 down (overpaying the shared fence line by $62.00) towards the fence line the following week she asked us to give her a quote as well for her remaining fence and we used the deposit to pay towards her total fence purchase as is our standard business practice we will not charge one customer more than another customer for the same fence line unless instructed to do so by the customer paying the additional amount (as this would be an unethical and immoral business practice).When the work was finished and the balance came due our customer asked over the phone that we look over her bill and that we had overcharged her. We looked it over notice a discrepancy on our part and readjusted the invoice accordingly when discussing the remaining $62.00 difference that she felt her neighbor should have paid over and above the half shared price for their line of fence she did not fully understand and I asked that if she still did not understand to come in to the office or call and I would discuss the difference.The following day the customer showed up at the office while I was on a phone call payed the remaining balance to the secretary at the front desk stated that she was unhappy about paying the amount but did not wait for me to finish the phone call I was on or call back to discuss the difference.I believe what she feels our company should do is take care of the $62.00 owed towards her and her neighbors fence then invoice her neighbor for the $62.00 difference in essence her neighbor would be paying more than the agreed upon split price.Instead we will refund her the $62.00 and write it off as a loss in order to keep our customers happy I just wish she had waited to talk to me on the day she came in or called and this could have been avoided.