Vista Inn & Suites

[redacted] , I have reviewed the arbitration packet you sent me, thank you for sending itI regret to inform you I am not interested in arbitration As stated before, my complaints against Good Neighbor Fence Coare all valid and will hold in courtI am disappointed by the lack of response and attentiveness I have received from that company since the initial issueThey are very thorough when it comes to handing out quotes and accepting money, but non existent when you have any issue with their installationI have requested multiple in person meetings at my house to show the issues and discuss solutions with the owner himselfThese requests have all been either not responded to or the company flat out saying no, they will not come onsite as everything is “perfect”I believe their interpretation of perfect may need some work as if it was perfect I wouldn’t have had to contact any lawyer or the Revdex.com My reason for contacting the Revdex.com was my best ditch effort to proceed with holding the company accountable for their actions without getting lawyers involvedObviously, due to their lack of effort,response and agreeability they are unwilling to resolve the installation issues in services they preformedFrom here on out I will proceed in the direction I see fit as it appears the only resolution your able to offer is arbitration? You have my consent to post any and all encounters that have been shared with the Revdex.com to your website so other potential customers have the ability to think twice before hiring this company that provides what could be considered the worst service after the sale Thank you

This complaint has been taken care of.I was at his house and looked at the two pickets in question.Neither one needs any thing , he's mostly concerned about what might happen.Told him I would change one but the other needs nothing.I am fencing a neighbor of his and told him I'd address it at that timeThank you, ***

In a day and age where you can't even get contractor's to call u back much less do a quality job, Good Neighbor Fence is a throwback to the days when returning phone calls, keeping appointments and doing good work was the normThey showed up as scheduled, did good quality work and were quite courteous in the process

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 belowEmail received from Mark today:
***, I want to clarify our business together.The first phase of work proved to be an eye opener for me.Your fence was installed, to your specification,to push the line.You called in changes to the job , additional fence and we accommodated very happily.After taking over minutes to explain how I would tie the two different lines of fence together ,you agreed to my method and we proceeded.The next day you confronted me for over a half hour about the line of fence.We finally agreed to finish job as postedYou should have been home while we were installing if you wanted to dictate our work to us,but instead did it over the phone.The entire time I was there you called the shots and we did it your wayThat fence is absolutely drop dead gorgeous ,installed to your specsbut you were not fully satisfied.I said to myself , anyone who isn't happy with a job like that , I don't know aboutWhen you wrote an article on Angie's list basically saying you prefer Vinyl over wood, and concerns about the wood fence,I was puzzled to say the least.I responded by asking if it is the LOOK of vinyl or the maintenance factor.Stating if it is the LOOK, then a wood fence won't do it, and felt it hadn't.When you called for the second part I thought for sure you would want the vinyl.We installed the wood , honoring a price from years past.Once again you dictated the entire job and added more fencing again.We were happy to do the work and appreciate your business.When I came over for payment your Father was there also.He and you both said that it was the best wood fence you have seen and paid.No mention of any defects at that time as there were none, or you wouldn't have paid.It was about a week later that you called about concerns.At that time I told you to give it some time to settle and we'd come take a look.You were fine with that,and Jonathan was sent by that weeks end to as your concerns.The next week you started with emails about how dis satisfied you areWhen I called you back ( the day after ) you were a completely different person.You have been nothing but miserable, to say the least, about things we have nothing to do with.***, we do not crap the wood out and have nothing to do with it's manufacturing ! Osmose does, and that is who warranties the wood , not us.It is by far the best piece of wood for outdoor useI told Jonathan that you were upset and he called you right away to come over.When he came your list had multiplied and he was not prepared to finishI'm not saying your concerns aren't legitimate,I'm saying for some reason you have put the blame on us for something we do NOT warranty.Not only are you wrong about your warranties,you have falsely put blame on us.You have lots of wood and very little warp page No manufacturer covers warping as it is a property of wood.We are happy to replace at no cost to you,but *** you have to settle down and except the fact that you have a wood fence , not vinyl and we do not produce it.You are so lucky to have only these minor problems with all that wood.Your emails go on about me and my company and lack of service, all the while I'm trying to help you at no costAll the other companies in the WNY Fence Assochired an attorney to draft a disclosure about wood fence because they are having major problems with the Number two wood. ( up to - percent of that product warps ) The norm in the business is to replace the wood at no cost, but a minimum labor charge is assessed to cover the labor.( because warping has nothing to do with LABOR and is something nobody has control over ) I'm hoping you read this and take the time to think about it***, you have the best wood fence money can buyI'm sorry that a couple pieces warped and caused problems,but please stop blaming me.As far as the time passed ; as per your emails,you do not want anyone there unless you are homeSo that backed Jon into a corner where you had him come on a rainy SundayI'm sure you work on Sunday's with no pay too ***My company is the best in all categories including customer service and tried to provide it to you but all you've done is complain and put restrictions of your own on it.I thought you were a Friend but can tell you certainly don't like us for some reason .In closing I want to finish your punch list and willWe may have some time this week Wed- Friin late afternoon to finish.Call me on my cell to confirm - 7124 Thanks , Mark
My response to Mark's email:
Mark,
I have received your email this evening and would like to clarify some items as I am finding your interpretation of events that may or may not have transpired are in some cases not true.
I take in first part of the email you are attempting to call me a difficult customer by stating the first phase of the work you did for me was I quote “proved to be an eye opener for me”First off the fence was not originally installed to my specificationsThis was the issue from the first install you preformed on my propertyI specifically mentioned I wanted the fence installed exactly on the property linesIt is because you DID NOT DO WHAT WAS ASKED is why we had an initial problem during the first installationWe did NOT agree to finish the job as “posted” because you seemed unwilling to do what I specifically asked in following the exact property lines so I settled for what I did not want in an effort to move forwardYou also stated I should have been home If I wanted to dictate the work to you but if you recall the original letter I left in your wheel barrow that day stated if you can not honor my requests please do not proceed with any additional work. In your email you make it sound like adding additional fence to the original job was a problem which I will make sure to never do again as it seemed to bother youIn the end the first (original job) was not done to my specifications and although it looks nice I was not 100% satisfied with the outcome due to not following my property lines as well as the large gap at the slope of my backyardBesides that yes, I was happy.
Moving forward to the second job in less than a year I have given you……I have seen you state in multiple places you honored the price from the previous year however that was not the caseIf you recall we as you said “split it in the middle”I apologize if you misunderstood whom stated its “the best fence I have even seen” as it looks nice but I did have issues with itThat statement you said you heard may have come from my fatherIf you recall while you arrived to pick up the check on May 7th, I brought you into the backyard and showed you my concerns about both the back and garden gatesThey were what appeared to be warped and not hung properly FROM DAY ONEYou stated the wood will settle, but if it doesn’t in about two weeks to give you a call and you will send someone over to fix itTherefore on March 21st, which was exactly two weeks later like you stated I called and left a voicemail on the business phone (716-688-0880). One full week went by and I had not heard anythingI then sent an email and waited an entire week later without responseThen finally on April 8th around dinner time your son, John showed up at my house unannounced to look at the issuesHe stated ahead of time he had just come from a big job and did not have access to all the tools so he will do what he can and return to finishminutes later he came back stating he didn’t have the appropriate tools for the job but will come back and finish all remaining issues by the end of the weekKnowing it was the start of you busy season I said if it has to wait until next week no problem, just let me knowJohn specifically replied “I will make sure its done this week and I will get your phone number from my dad to update you if anything were to change”I said ok no problem, thank youMark, that was Tuesday April 8th, today is July 30th, and the issues are still not resolved.
You have continuously brought up the wood warranty which for one you never gave me any information on besides your proposal stating OSMOSE YEAR WARRANTY ON WOOD, YEARS ON LABORThe “wood warranty” may come into place for the section of fence I brought up to which John already told me he would replace but the gates are an entirely an installation issue. Every single wood fence I have ever seen installed has that support beam going across from the top 2xto the bottom across all boardsThese were not installed until your sons John’s second visitTherefore the installation was not and still is not completeIn multiple spots the nails are not secured into the wood and sticking straight out posing a hazard for my dog, my daughter, my wife and/or myself‘
Another issue you stated I never brought up when you picked up the check was the garden fence in generalI asked you on the first date of install how much it would be to replace my garden fenceI did not ask for a 4’ fence not did I care how tall it was I said I wanted a direct replacement brought out a few inches from the old existing fenceYou gave me a quote and I went ahead with itWhat was installed was not what I asked for A DIRECT REPLACEMENTYou see Mark the entire purpose of this fence is to keep animals away from the garden which is exactly what the old fence didSo I have two questions for youWhy would you not have the fence installed to the ground in all areas (not just the back) like the old fence was?? Also, why was the bottom of every single board on the gate side of the garden fence cut at different angles at the bottom?? When your son John came the second time he cut the fence along the bottom straight across which made it look better but also made the gap at the bottom of the fence biggerAgain, the entire purpose of this fence which you knew from the date of the install was to keep animals outIt currently is not doing that
Both gates are also still as they were from day one warped and/or not hung properlyIt is one thing if I bring up the fence is warped and needs to be resolvedThen yes, that would fall under the warranty of the wood manufacture (whom you never gave me any contact information for) but this is the not caseThese issues have been issues since the date of the installI have called you and/or emailed you once a week every single week since I first brought this up on they day you picked up the check as well as again on March 21st and every week sinceI find it extremely rude and completely unacceptable for the lack of your response to my issues. So no, I as you say do not “need to settle down and accept the fact I have a wood fence” as these issues were since the day the fence was installed.
None of this would even have been an issue in the first place if you actually returned a phone call and stayed true to what you said would be doneOver this entire ordeal I have dealt with nothing but promises from either you or your son John. On July 11th when John finally showed up for the second time we spoke on the phone after he had left. He left a bag of parts sitting in the middle of my drivewayWe calmly spoke about the remaining issues and he stated he would come back out on Sunday July 13thYou stated in your email I had John come on a rainy Sunday?? I did not have him come he stated on his own he would but he didn’t even show up anywaysHe did not show nor did he call that day to say he could not make itI have heard nothing from either you or him since until today.
It is unacceptable for you to say the reason why you have not been out to resolve all my issues is I “have not been home” because I only requested that in the last email after waiting over two months for you to arriveI feel all of my issues are reasonable and should have been taken care of in a timely fashion or at the very least responded to and scheduled to get completed at a later date.
While I can surely tell you I am not your friend I do respect you and the work your sons doI am a strong supporter of small business however I do not appreciate the fact you can not accept any accountability for your lack of service/response in this entire matterI have nothing against you I just want my reasonable requests resolved sooner than later as I feel waiting since April is completely unacceptableIf you can assure me the entire punch list will be completed and SOON then you are more than welcome to come anytime as long as I know ahead of time. As I said all along, I am not looking to cause any problems I am simply looking to have my issues resolvedRespectfully,
***rick Donlon
In addition to Mark's email as well as my response I feel any business no matter what the circumstance should ever think it is acceptable to not address and resolve or at least schedule to resolve their customers issue in a reasonable amount of timeThe install was back around May 7thTomorrow is July 31st and my issues still haven't been resolved or scheduled to be resolvedHow is considered acceptable practice for an A+ certified business with the Revdex.com??
Regards,***

Revdex.com spoke with the business and they are requesting arbitration with the consumer

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 originally filed a complaint for the owner did not respond to my initial calls to him.He finally stopped by and said the repairs would be made when he did my neighbors fence and he would call me when they were doing his fenceThe repair that was done does not satisfy me, and he never contacted me prior to the repair as he stated he would so I could be home and we could resolve this matterI will accept nothing less than at least the proper materials to do these fence correctionsYou would think in this world, that when you are charged thousands of dollar for a project, that a simple $or so fix would be no problem, and would be gladly taken care ofThis is not the case with this contractor, which to tell you the truth, dissapoints me greatly, for when there is a problem with anything, it is customer service that always leaves a good impression with people, a good lasting impression.I will go over it again, he needs to drop me off 1- 2'x1x10' pressure treated board, 2- 6"x 6' tall osmose pressure treated dog ear pickets, and a self closing latch mechanism to peplace the one that has not worked from the beginningI have a neighbor who will help me fix the deficienciesI don't even want him to fix it, just the materials and I will take care of it to make sure it is properly done.I want the materials: 1- 2x1x10' pressure treated #board, 2- 5/8x6"x6' dog eared pickets- treated with the osmose pressure treatment, and a self closing mechanism for the gateThe contractor also attached the neighbors fence to my post, which I found out is illegal unless my permission is granted, which was notSo this situation can be simply solved to our satisfaction and he can simply drop me off the requested materials or we will possibly persue the option of having the contractor remove the neighbors fence from my postMy desired outcome is this, to get the materials, fix it myselfwhich is much more economical for him than having to remove a fence from my post and put in a new post and reattach it to their post
Regards,
*** ***

I don't understand this complaint at all. When I picked up the check , him and his father both stated it was the best fence either has seen. It wasn't until a week or two that [redacted] called about issues.The wood is warrantied by Osmose not us. It is the best in our business but it is wood and wood does...

funny things in our Buffalo weather. All issues involve wood that warped , not labor.From day one I told [redacted] we'd take care of any problems and have.My son has been there to work on issues two times now.[redacted] is wrong about the warranty . In New York State only the manufacturer of a product can offer a warranty.Osmose mills the wood and it is warrantied by them.We warranty Labor only.There is not a manufacturer of wood, that offers any type of coverage against warping, as it is a normal property of wood in outdoor use. Even though his complaints are not covered under his warranty,we have been there to help at no cost to [redacted].He just doesn't like the way my son has been doing it.Every time my son goes there he has more issues,making it impossible to complete in one trip.I have told [redacted] that all issues will be taken care of and they will . This is the busiest time of year and maybe should have told [redacted] we'd get to it in the fall.I want to take care of these minor and normal issues that all wood under goes ( warping)but feel [redacted] is being unreasonable.This is the second fence he has done with us.Out of over a thousand pieces of wood installed he has warping on only a few boards,that's amazing in the fence business.Most companies use a number two product and warping is common on over Fifty percent ! At our WNY Fence meetings it is a subject every company talks about. The normal practice is to replace the wood at no charge,but all charge a minimum labor fee of up to $ 450.00 . I'm writing all this so that [redacted] can have it it front of him to read and study. I'm sorry [redacted] has become unhappy with us as he is a valued customer.I will contact him and set a time to complete all work.In closing [redacted] has over 250 feet of wood fence that has over a thousand pieces and only a couple ( 2 or 3 )have warped.We have been there but still have more to do. We never once said we wouldn't be back to do more and we will.[redacted] you have to realize that wood warping in outdoor use is totally normal . and no fault of ours. You have the best wood fence in the industry.If these issues have you this upset maybe we should have done the Vinyl.

Revdex.com spoke with the business today and Mark stated that the consumer can contact him for further assistance and clarification, but if he is still not satisfied, the business is requesting arbitration at your home.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and want arbitration to get this fixed, this has been going on since July of 2014, and would like all parties involved to come to the residence so the actual items that need to be taken care of can actually be seen, not he said, she said bickering that has been going on since 2014, it needs to be seen so that this may be taken care of. it is truly a simple fix if the owner of the company chooses to follow through with fixing the punch list of items that need to be fixed.
Regards,
[redacted]

[redacted],
I have reviewed the arbitration packet you sent me, thank you for sending it. I regret to inform you I am not interested in arbitration. 
As stated before, my complaints against Good Neighbor Fence Co. are all valid and will hold in court. I am disappointed by the lack of response and attentiveness I have received from that company since the initial issue. They are very thorough when it comes to handing out quotes and accepting money, but non existent when you have any issue with their installation. I have requested multiple in person meetings at my house to show the issues and discuss solutions with the owner himself. These requests have all been either not responded to or the company flat out saying no, they will not come onsite as everything is “perfect”. I believe their interpretation of perfect may need some work as if it was perfect I wouldn’t have had to contact any lawyer or the Revdex.com. 
My reason for contacting the Revdex.com was my best ditch effort to proceed with holding the company accountable for their actions without getting lawyers involved. Obviously, due to their lack of effort,response and agreeability they are unwilling to resolve the installation issues in services they preformed. From here on out I will proceed in the direction I see fit as it appears the only resolution your able to offer is arbitration? 
You have my consent to post any and all encounters that have been shared with the Revdex.com to your website so other potential customers have the ability to think twice before hiring this company that provides what could be considered the worst service after the sale. 
Thank you

This complaint has been taken care of.I was at his house and looked at the two pickets in question.Neither one needs any thing , he's mostly concerned about what might happen.Told him I would change one but the other needs nothing.I am fencing a neighbor of his and told him I'd address it at that...

time. Thank you, [redacted]