Westaff

ID [redacted] Inboxx [redacted] 4:PM (hours ago)to me We have received the complaint about the fencing repair on the customer’s fence Our practices are driven by customer service, so I would like to clarify a few things The young woman you sent your repair form to was diagnosed with [redacted] and put on hospitalized bed rest I apologize that your repair form fell through the cracks during that time As you can imagine we were scrambling after losing such a large part of our team The customer had a fence installed well over a year ago that was no longer covered under our 1-year warranty Secondarily, the damage to the fence was not due to our workmanship or materials The customer chewed up the bottom line of the mesh with their weed-eater We do not do free repairs due to a customer’s negligence However, since the customer had the issue with the missing repair form, we chose to fix this for her for free When our first repair man went out on site to fix the fence, he was not prepared for the extent of the damage, so he did not have enough clips When our second repair man went out, not only did he fix the issue, he handed the customer a handful of replacement clips for free This is the first notification we received that the fence still wasn’t up to her standards or completed I would also like to clarify that we are not affiliated with [redacted] They are not assuming the business of Burcor Fencing, LLC We have moved due to our rapid expansion and [redacted] mostly deals in wholesale and smaller ticket residential jobs We at Burcor Fencing, LLC do a wide scope of work nationwide both residentially and commerciallyI wish the experience could have been better, because I felt we tried hard to compensate for the long wait If you feel that your fence has not been completed, a phone call to the office to rectify this would be appreciated since I have not received a return phone call from you We want a happy resolution for you! [redacted] ***Burcor Fence Signature

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Customer service cannot be an integral core of your business, at least in our case it wasn't We tried to be understanding of your situation however there were just too many broken promises and the issue with our fence has taken way to long to resolve This issue actually started while that person that was put on bed rest was still there We have been told a lot of things over the last months that just simply didn't happen and while I admit the Revdex.com complaint was a little late, it needed to be made in this situation All of the issues with our fence could and should have been addressed and fixed much sooner All we wanted is for someone to come out and fix the mesh on our fence We were not even expecting it to be done for free at that time which we even told the multiple people who answered the phone back in April/May Customer service is about the customer and I don't feel like I was treated like one.I would still like someone to come out and replace the broken mesh and attach it to the fence securely so that it will not come down again I don't want this issue happening again Regards, [redacted] We have received the complaint about the fencing repair on the customer’s fence Our practices are driven by customer service, so I would like to clarify a few things The young woman you sent your repair form to was diagnosed with [redacted] and put on hospitalized bed rest I apologize that your repair form fell through the cracks during that time As you can imagine we were scrambling after losing such a large part of our team The customer had a fence installed well over a year ago that was no longer covered under our 1-year warranty Secondarily, the damage to the fence was not due to our workmanship or materials The customer chewed up the bottom line of the mesh with their weed-eater We do not do free repairs due to a customer’s negligence However, since the customer had the issue with the missing repair form, we chose to fix this for her for free When our first repair man went out on site to fix the fence, he was not prepared for the extent of the damage, so he did not have enough clips When our second repair man went out, not only did he fix the issue, he handed the customer a handful of replacement clips for free This is the first notification we received that the fence still wasn’t up to her standards or completed I would also like to clarify that we are not affiliated with [redacted] They are not assuming the business of Burcor Fencing, LLC We have moved due to our rapid expansion and [redacted] mostly deals in wholesale and smaller ticket residential jobs We at Burcor Fencing, LLC do a wide scope of work nationwide both residentially and commerciallyI wish the experience could have been better, because I felt we tried hard to compensate for the long wait If you feel that your fence has not been completed, a phone call to the office to rectify this would be appreciated since I have not received a return phone call from you We want a happy resolution for you!

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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 I want to advise the Revdex.com that I will file another complaint if my gate is not repaired to my satisfaction within a reasonable amount of time I believe that weeks from today would be sufficient time to have this issue resolved Regards, [redacted]

As stated in the previous message, we will be glad to send someone to adjust/repair the gate to your specificationsI will personally call the phone number that we have on file for you and coordinate a time that a crew member can meet directly with you

Ms***, The owner, *** ***, has walked your property line and concluded that the fence is now in good repair. We do apologize for the broken slat as that sort of workmanship is not our standard. Since this incident, the installer responsible for your site has been
released. We have sent you an email with a discount for the time you had to wait. In regards to the emails that "were not responded to", I can assure you that I never received one from you. I was the one that you did show the pictures to from your cell phone. Please let us know that you are satisfied with your fence! Again, I do apologize for the lack of warning that we were coming to install and repair and for your time waiting. Regards, *** ***Burcor Fencing, LLC***

Unfortunately, we have had weather in the single digits and teens for the past three weeksThe ground has been frozen; so our work was halted, along with all the other fence companies in the Northern Kentucky areaAs anyone in the construction industry knows, some work just cannot be accomplished
in sub-degree weatherWe apologize for any inconvenience that this has caused you or any of our other customersOur goal is to have every fence installed within the time frame of what was estimatedUnfortunately, we have no control over weather conditions, sick crew members, faulty equipment, etcWe have a wonderful team that works together everyday to ensure that our customers are taken care ofI am very sorry that you feel unsatisfied with the service you have been givenWe will do all we can to rectify the situationHave a wonderful weekend

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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,
*** ***

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.The gate may have been adjusted - when no one was home, but it is still not correct. The gate is warped. If the business would like to come and view the problem WITH ME we could probably resolve this issue
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.In response to my complaint about poor customer service and lack of communication, especially the repeated dismissal of my request to speak with *** ***, apparently *** showed up at my house unannounced? Despite my complaints about sending people to my house without informing meAnd I have still never heard from himThis proves that Burcor Femce continues to completely disregard the customerYes, the terrible installation was fixed months later (again with zero communication with me), yet Burcor Fence continues to provide horrible customer service and $off does not fix that
Regards,
*** ***

*** I have tried to call after the first complaint and also today. If you check your email, you will see I am trying to get this fixed for you as soon as possible. Please respond to me so that I can set up the repair. I will not just send someone to your residence without hearing from you first. I do not wish to further inflame a situation that you feel slighted in. We installed your fence many years ago, and although this repair is not under warranty, we will fix this for you. I have someone on standby. Regards, *** ***Office ManagerBurcor Fencing, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Customer service cannot be an integral core of your business, at least in our case it wasn't.  We tried to be understanding of your situation however there were just too many broken promises and the issue with our fence has taken way to long to resolve.  This issue actually started while that person that was put on bed rest was still there.  We have been told a lot of things over the last 6 months that just simply didn't happen and while I admit the Revdex.com complaint was a little late, it needed to be made in this situation.  All of the issues with our fence could and should have been addressed and fixed much sooner.  All we wanted is for someone to come out and fix the mesh on our fence.  We were not even expecting it to be done for free at that time which we even told the multiple people who answered the phone back in April/May.  Customer service is about the customer and I don't feel like I was treated like one.I would still like someone to come out and replace the broken mesh and attach it to the fence securely so that it will not come down again.  I don't want this issue happening again.
Regards,
[redacted]    We have received the complaint about the fencing repair on the customer’s fence.  Our practices are driven by customer service, so I would like to clarify a few things.  The young woman you sent your repair form to was diagnosed with [redacted] and put on hospitalized bed rest.  I apologize that your repair form fell through the cracks during that time.  As you can imagine we were scrambling after losing such a large part of our team.  The customer had a fence installed well over a year ago that was no longer covered under our 1-year warranty.  Secondarily, the damage to the fence was not due to our workmanship or materials.  The customer chewed up the bottom line of the mesh with their weed-eater.  We do not do free repairs due to a customer’s negligence.  However, since the customer had the issue with the missing repair form, we chose to fix this for her for free.  When our first repair man went out on site to fix the fence, he was not prepared for the extent of the damage, so he did not have enough clips.  When our second repair man went out, not only did he fix the issue, he handed the customer a handful of replacement clips for free.  This is the first notification we received that the fence still wasn’t up to her standards or completed.  I would also like to clarify that we are not affiliated with [redacted].  They are not assuming the business of Burcor Fencing, LLC.  We have moved due to our rapid expansion and [redacted] mostly deals in wholesale and smaller ticket residential jobs.  We at Burcor Fencing, LLC do a wide scope of work nationwide both residentially and commercially. I wish the experience could have been better, because I felt we tried hard to compensate for the long wait.  If you feel that your fence has not been completed, a phone call to the office to rectify this would be appreciated since I have not received a return phone call from you.  We want a happy resolution for you!

Good Morning [redacted], I spoke with the owner and I was told that he has sent a crew to adjust your gate three separate times, with the last gate adjustment being completed on Thursday, March 15, 2018. I apologize that you were unaware of when this was done but, with the excessive rain we have had...

recently, we have had an influx of gate adjustment requests. Unfortunately, when the ground gets wet from heavy rain and then dries again, it can cause the ground to shift and subsequently the fence. When this happens, we send a crew to make the necessary adjustment when they are in your area. We are a small, family owned business that takes pride in what we do. We want you to be completely satisfied with the fence we installed. We will be glad to send a crew out again, if you feel that the gates were not adjusted to your specifications. Please let us know if we can help you further. Have a wonderful day!

ID [redacted] Inboxx [redacted]4:56 PM (15 hours ago)to me We have received the complaint about the fencing repair on the customer’s fence.  Our practices are driven by customer service, so I would like to clarify a few...

things.  The young woman you sent your repair form to was diagnosed with [redacted] and put on hospitalized bed rest.  I apologize that your repair form fell through the cracks during that time.  As you can imagine we were scrambling after losing such a large part of our team.  The customer had a fence installed well over a year ago that was no longer covered under our 1-year warranty.  Secondarily, the damage to the fence was not due to our workmanship or materials.  The customer chewed up the bottom line of the mesh with their weed-eater.  We do not do free repairs due to a customer’s negligence.  However, since the customer had the issue with the missing repair form, we chose to fix this for her for free.  When our first repair man went out on site to fix the fence, he was not prepared for the extent of the damage, so he did not have enough clips.  When our second repair man went out, not only did he fix the issue, he handed the customer a handful of replacement clips for free.  This is the first notification we received that the fence still wasn’t up to her standards or completed.  I would also like to clarify that we are not affiliated with [redacted].  They are not assuming the business of Burcor Fencing, LLC.  We have moved due to our rapid expansion and [redacted] mostly deals in wholesale and smaller ticket residential jobs.  We at Burcor Fencing, LLC do a wide scope of work nationwide both residentially and commercially. I wish the experience could have been better, because I felt we tried hard to compensate for the long wait.  If you feel that your fence has not been completed, a phone call to the office to rectify this would be appreciated since I have not received a return phone call from you.  We want a happy resolution for you!     [redacted]
[redacted]
[redacted]
[redacted]
[redacted]Burcor Fence Signature

[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.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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 I want to advise the Revdex.com that I will file another complaint if my gate is not repaired to my satisfaction within a reasonable amount of time.  I believe that 3 weeks from today would be sufficient time to have this issue resolved.
Regards,
[redacted]