Clay W******* has a very deceptive business practice and horrible customer service. He lies to new customers and neglects them once he has a deposit.
Let me begin by stating that the final wrought iron fence product was adequately constructed. As far as the workmanship goes, we have no complaints. Our issue lies solely with the customer service and deceptive business practices utilized by Clay's Lawn and Fence Co.
We had very high hopes for Clay W******* and his fencing company. He was very prompt on his initial visit to our home and in providing an estimate for the work. He indicated that he was quite sure he could start the project, which amounted to around $10000 of work, later the same week. With that statement made, he asked me for a $4000 deposit, which I provided that same day, May 8th 2015. We noted that the deposit was cashed the next day.
That week came and went. No fence. The month of May passed: no fence. The first 3 weeks of June passed: no fence. During those 6 weeks, we had repeatedly called and emailed the contact info we had - which was an office secretary - only to be told "they should be getting to your fence later this week." This lasted from May 8 to June 22. After a dozen phone calls and emails to the office, workers finally showed up on June 22 to set the posts and to take down our existing old wood fencing. They worked for 2 days, placed the posts and disappeared. For another month, we were without a completed fence. With our old fence removed and our new fence incomplete, our back yard was open preventing us from containing our children or pets.
Another round of a dozen emails and phone calls was needed to get them back to our property and finish the fence on July 21. During that month, more promises for upcoming work or for calls from Clay himself.
The most unprofessional aspect of this experience is that with the exception of that very first day, where the estimate was given and a deposit was made, we neither saw nor spoke with Clay W******* again. He did not call to apologize for or explain the delays. He did not personally send a single email. He replied only to one text message stating "I will call u around 4:00 today." on June 8th - which he did NOT do.
We have since learned from other of Clay's clients, and from some of his employees, that this is how their business is run: a lot of promises and then a lot of feet dragging to keep the new business coming in while delaying the existing customers. The whole experience was frustrating and caused us considerable inconvenience and worry. We were lied to and taken advantage of. Clay W******'s business practice and model is to be condemned.
When asked we have, and will continue to, highly discourage any of our friends or colleagues from using Clay's Lawn and Fence Co.
A 10% billing adjustment would be an appropriate gesture given the tremendous inconvenience and obvious deceptive practice.
I am responding to the complaint filed against me and my company. I immediately contact my customer after reading an email indicating he had recently filed a complaint with the BBB. The customer and I have had several conversations about his reasons for filing. We addressed the issues concerning his project: Length of time, waiting on another sub we hired for concrete work, and the weather. I have taken responsibility for me, my business and staff. We strive for excellence and take a tremendous amount of pride in what we do. Weather, communication and scheduling plays a huge role in our success. We will continue to provide the best service to our ability, and improve in areas needed.
The customer is satisfied. Issues have been resolved. The customer has asked me and my company to return for additional fencing.
Clay W******* - Owner
Clay's Lawn & Fence Co