Vitale Remodeling Inc

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 agree that is what the contract said, but we went through atleast contracts before the final one was signed. One of which had the 4ft fence section on it I talked to individuals with the company telling them exactly what I wanted as well. I was even more clear by saying I wanted it to look exactly like our neighbors. I said I want the same style as them the same height as them, stating the 4ft section between the house and the garage, all the way down to the post caps. I don't believe I could have been any clearer in what I wanted
And for the record, I called the next day to apologize for the way that I reacted because I am a professional, not to acknowledge your process. I am not trying to be difficult, I just don't feel like the charge was fair
Regards,
*** ***

My name is *** *** and I am *** ** *** *** of Yutka
Fence. I was disappointed to receive
this complaint today. We have a signed
contract from Ms*** that shows 6' high fence. There is no mention of 4' high on the
contract. After she signed the contract
we
went out and did a layout meeting, which involves us going through a page
checklist with her. That checklist also
shows the height of the fence and has all the same details on it. That also only shows a 6' high fence
We always try to accommodate our customers when there is a
mix up, but in this situation we don't feel we could have done anything else to
ensure we were providing exactly what the customer wantsI have included a
copy of the signed contract in this response.
We sign contracts for this reason and we expect the customers to review
the contract and the layout to make sure the details are accurate.
We offered to come out and replace the sections of 6'
fence with 4' fence for only the cost of the labor to make the switch and did not the cost of the new materials or any overhead. Involved in this we have to build
the new sections, remove the existing sections, and completely rebuild a
gate. The work took over hours to complete We finished it promptly the next day
Ms*** called the next day to apologize and acknowledged that she understood our process and appreciated that we completed the work

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.   However, the company failed to mention the original guy who did my estimate was terminated BEFORE my fence started going up. Therefore they would have no idea what was discussed during the final meeting. Also, the utility company and diggers hotline did not come out to do markings until AFTER the meeting, which I then emailed Dan, the estimate guy, back and said I had flags up and he never came back out to check them. I had to have posts hand dug to avoid these spots which resulted in extra charges for the contracted company. The owner, [redacted], was extremely rude and degrading when trying to resolve this issue, they were contacted the next day saying there offer of $900.00 off would satisfy me.
Regards,
[redacted]

At Yutka Fence, it is our goal to ensure that every customer is satisfied, and well informed when making their decision to purchase a fence.  We pride ourselves on placing the customer first, and strive to achieve the highest level of service.  We have instilled an additional process in...

order to further foster this concept.  Unlike many of our competitors, we conduct two meetings in person with each customer.  The first to get an idea of what they are looking for, and a second to finalize the details.  Customers are provided brochures and information that clearly explain the styles of fence that we offer as well as the post options that are available.  Once the first meeting occurs, and the customer decides to move forward we are required to contact the public utility companies and give them three business days to mark any utilities that may lie within the confines of the property.  It is then that we can schedule the second meeting.  The three day wait that is addressed within this complaint was within the waiting period with which we must comply.  We make it a point to ensure that all customers are called to schedule the second meeting once their utility time frame is up.  During the second meeting, customers finalize their layout and sign the contract.  It is at this time that they are taken through several pages of paperwork that clearly explain the options that they have chosen, and they are asked to initial each page.  We do this so that we can be sure that the customer is aware of what they have chosen.  In this case, the fence was installed per the contract that was approved by the customer.  In addition, the posts for this project were installed a day prior to any additional work on the property due to a weather delay.  The customer never called the office to express that the posts were not what they had anticipated at that time.  Once the customer called to say that she had anticipated that the fence would look differently, we removed all of the panels and replaced them to accommodate their needs.  We want customer be satisfied, and we moved the schedule around in order to accommodate another day with this customer so that we could ensure that their fence met our high quality standards, and their needs. When speaking with the customer,  Yutka Fence never agreed to provide a discount on the fence project, and the compensation was discussed to keep the fence as it stood.  Instead, in an effort to ensure customer satisfaction,  we removed and reinstalled each of the fence panels to better serve the customer.  After speaking with the customer, they did not have a clear understanding of what the fence would look like when it was finished.  We installed exactly what we had agreed to on the contract, but our goal is to make our customers happy.  My understanding is they think it would be fair if we provide some compensation back because they feel that we should have made it more clear to them what the fence would have looked like.  I left a message for them on 4/16 offering them a $900 credit towards the project, which is what we spoke about on our phone call.  I have not yet heard back from them to confirm that that will satisfy them.