Failure of management to respond to multiple complaints. Failure of business to provide guidance or support regarding potential irrigation damage.
01/09/15 - on site quote from Mossy Oak Fence salesperson ***** ****
02/02/15 - met with ***** and signed fence contract. Asked ***** if it was necessary to flag sprinkler heads prior to fence installation. ***** said no, and that the installation crews carry basic repair tools in the event of damage.
02/23/15 - despite what ***** said, we went ahead and flagged all sprinkler heads in the yard. Mossy Oak crew installed the fence. I was given a checklist by the crew leader which contained nothing about irrigation (whether it was damaged, functioning, etc)., and the crew didn't mention the irrigation system at all. The crew seemed hurried and was quick to leave.
03/01/15 - sprinkler system ran for the first time since the fence installation. We realized that the fence had been installed directly on top of four sprinkler heads. Upon closer inspection, we found that the crew had actually bent the sprinkler flags to accommodate the fence with no regard for installing the fence on top of the sprinkler heads.
03/02/15 - called Mossy Oak regarding fence being installed on top of four sprinkler heads. Appointment was made for Mossy Oak employee **** to come to the house.
03/04/15 - Had to leave work and meet with ***** On the south side of the house, the fence appeared to have an inward taper that did not follow the property line. **** measured and found that there was a 1.5 inch inward taper at the front of the house, where one of the sprinkler heads was covered by the fence. Per the contract, we were to receive 19 feet of fence off the front wall on the south side of the house. **** measured this at 18 feet 5 inches, and said that this "rounds up to 19 feet." **** then said that I needed to contact my builder regarding the sprinkler heads on the north side of the property because the fence was built to contract specifications. **** did not offer any remedy or apology. I explained that the crew said nothing about the sprinkler heads, and that if we had gotten what we paid for (19 feet of fence), we would not have a sprinkler head covered on the south side of the property. ******* attitude was poor and he reluctantly offered to have a crew fix the ONE sprinkler head. **** then went over the installation checklist with me and said he "thought" there was a mention of the irrigation system. We went over the checklist line by line and there was nothing about irrigation. **** said he would have to "look into that not being on the list" but never said anything about it again.
03/05/15 - **** called me at 6:42AM (ridiculous) and tried to arrange to have ONE sprinkler head repaired. I ignored that call and hired an irrigation company to adjust four sprinkler heads that were covered by the fence, at a cost of $150.
03/06/15 - called Mossy Oak, spoke with ******** ************** and asked to speak with a supervisor regarding ****'s handling of the situation. ******** asked me to explain the problem and after I did so, told me that someone would call me back.
03/09/15 - called Mossy Oak and again spoke with ********. I was again told that the someone would call me back.
03/14/15 - sent an e-mail to ******** referencing the two phone calls and asked again for a supervisor/manager to call me back.
03/16/15 - ******** called me regarding my email and asked me to explain, again, what the problems were with the fence installation. This time, ******** said the owner would contact me.
03/24/15 - while trying to install concrete donuts around sprinkler heads in the yard, we discovered that the sprinkler head had been cemented to the fence post. It had to be delicately chiseled away. We have postponed this project and do not know exactly how many sprinkler heads are cemented to the fence.
03/24/15 - Sent ******** a final e-mail explaining the latest issue with the cemented sprinkler head. Pleaded for a management reply by 03/27/15 and went as far as to say I would explore legal remedies if no one contacted me. No reply whatsoever.
First and foremost, an apology! And at least a partial refund for costs incurred in repairing irrigation system, time spent corresponding with the business to no avail, yard labor and time away from work, and failure to fulfill contract by installing 18'5" of fence on the southeast side of the property instead of 19'.
Response to BBB complaint #XXXXXXXX: Mr. ****** ********
We regret that Mr. ******** had a bad experience with Mossy Oak Fence.
Mossy Oak Fence's contract is very clear about potential irrigation damage. It is on our contract that we cannot be held responsible to damage to irrigation. It is in the terms and conditions on our contract and before installation, the paragraph regarding irrigation is read to each of our customers when we schedule the installation. Our crews take every precaution to avoid doing damage, however, we are required by permit to install the fence inside or on the property line. At the time of permitting, we call in locates so that we know where the property line is and any underground wiring (cable, electrical). We do not, however, locate irrigation systems. Mr. ******** indicated that he did this on his own, however, if the sprinkler heads were outside the property line, we would not install the fence to include sprinkler heads.
**** ***** is our Installation Manager. Mr. ******** called in his complaint and **** went out to meet Mr. ******** at an agreed upon time. Per Mr. ********'s contract, his fence installation was for 19' on the left side. According to Mr. ******** we installed 18'5". Fence installation measurements are not exact. There are many factors that could make an installation 6-7" shorter or longer (slope of yard), tie-in to existing fence, etc. Our crews are instructed to install the fence on the property line to just inside the property line. If sprinkler heads are outside the property line, as it appears that some of these were, we cannot install a fence encroaching on a neighbor's property to include these sprinkler heads.
**** ***** is a member of our management team and is in the capacity to make customer service decisions. As a good will gesture, **** was going to arrange to have two of the sprinkler heads repaired by our company. We did not receive a call back from Mr. ********. **** suggested to Mr. ******** that he contact his builder as the other 3 sprinkler head were outside his property line. Between 3/5/15 and 3/9/15, **** called Mr. ******** 3 times and no return phone call. On 3/9/15, **** sent an email to Mr. ******** wanting to resolve this issue and did not receive a response.
We are sorry that Mr. ******** feels he did not get his contract fulfilled, however, we have tried to address his issues and he has not contacted us again.
From: **** *****
Sent: Monday, March 9, XXXX X:XX AM
Subject: Sprinkler Repair
Good Morning Mr. ********,
I just left you a message on your voice mail and wanted to follow up with you via email. I left a couple of messages last week to schedule your repair of the sprinkler head that we discussed the other day. Please return my message so we can get this taken care of for you. My cell number is #XXX-XXX-XXXX
2120 N. Orange Blossom Trail
Orlando, FL 32804
(The consumer indicated he/she DID NOT accept the response from the business.)
The business response does not address my complaints in any way shape or form.
Why is there no mention of the business repeatedly failing to reply to my calls and e-mails?
The business response does not address the fact that the fence is tapered inward, which is NOT consistent with the property line, or the contract, and IS the reason that one of the sprinkler heads was outside the fence. I didn't make this up, Mr. ***** is the one that took the measurements. And Mr. ***** did not offer to fix two sprinkler heads as stated in the business response. Mr. ***** clearly states "one" in a voicemail that I have retained. And it wasn't a "gesture;" I had to demand it.
There is also no response from the business as to why irrigation system functionality isn't on the final installation checklist. Mr. ***** seemed to "think" that it was. But it isn't, correct? Why? Because this happens all the time?
The end of the business response - "We have tried to address his issues and he has not contacted us again." Did anyone at Mossy Oak actually read the BBB complaint? I contacted the business at least five times in an effort to circumvent **** ***** and have someone else contact me.
What is the name/title of the Mossy Oak employee who is responding to this complaint?