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Valley Cities Gonzales Fence, Inc

Phone: (951) 735-1145

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Customer Complaints Summary

1 complaint closed with BBB since March 10, 2013
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
07/01/2014Problems with Product / Service | Read Complaint Details

Additional Notes

Complaint Category: Defective, damaged, or incorrect product received

Complaint: pipe corral panel was built 180 degrees backwards. They wanted to charge us another $248 to correct it.
We ordered a 1 7/8ths inch gauge, 6ft high,24 ft long 4 rail pipe panel with an 8 ft. gate with welded 2X4 wire on the inside of the corral.Also required a 5X5" notch on the left hand side bottom rail when viewed from outside of the corral. When it arrived, it had the wire on the outside and the gate latch on the inside(the horse could let itself out). We paid $693.50 + $55.48 tax for a total of $748.98.When discussed with the builders, they claimed it was built as ordered and wanted $208 for materials and labor to correct it plus $40 for pickup and delivery.

Initial Business Response

Initial Consumer Rebuttal
(The consumer indicated he/she DID NOT accept the response from the business.)
Look at the date on the work order it is 2/22/2014 NOT 3/3/2014 as in their response. The measurement in their response for the pipe is incorrect. The 7/8 is the gauge of the pipe not ft. My husband did not supply them with a diagram. The receptionist drew it free hand. She did have him sign it. He also requested that someone come to our residence (approximately 1 mile away) to actually view what we needed. They declined. They built the panel according to the diagram except from the inside looking out NOT from the outside looking in like the diagram listed. When I got no response to our complaints for nine days I, not he, put a stop payment on the check. They finally sent the son in law of the owners out to actually look at the panel and he said that he understood that it would not function for our purpose but he would have to get back to me after he talked to his boss. When I finally tracked him down he quoted me $208 materials and labor plus $40 pick up and delivery fee for a total of $248. I offered to pay half of that and he said he would have to get back to me. I had to track him down again and he said his boss told him no. They NEVER offered to modify the panel at their cost. When my husband decided to fix it himself, I, not he, took a new check to them. All these errors just underscore their ineptness at being accurate in business.

Final Business Response
Unfortunately, Valley Cities Fence will not deliver and attach the wire at no cost to the customer. Again, Valley Cities Fence made the custom corral panel to Mr. ****** exact specifications. It is again unfortunate The Browns had to inquire cost to fix their panel to correct Mr. ****** mistake. However, the best we will do is offer a new 2x4 wire panel at $67.50. This will be our final response on this matter. Please contact our office at (XXX) XXX-XXXX and speak to **** if you choose to purchase the wire.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The statement on the diagram is "outside looking in" this is in the receptionist handwriting (compare to work order). Simply, the panel was not built that way,it was built outside looking in. Business NEVER offered to correct at their expense. In fact, I offered to their son in law to split the materials and labor and Mr. ******** even said no to that. We had to use our own wire, pay a welder and another man to help my husband to correct it.

Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.

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