ComplaintsforUSA Fence and Deck

• Initial Complaint

  05/31/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Company was hired by my neighbor to power wash their fence on 05/28/2021. My Husband heard our kids (5,7) screaming in the backyard. When he ran outside he saw that they were on the trampoline and were being wet with power wash by the technician through the fence. He yelled at the technician to stop which he did and proceeded to do a different section of the fence (Video Surveillance Exhibit 1). As a result of this my daughter got several wood splinters in her hands because of falling wood shavings (Exhibit 2), completely wet our speaker (Exhibit 3) and dirtied the trampoline with wood shavings (Exhibit 4). I called the owner very upset because my daughter was hurt and in pain. He accused me of lying and twisting the story. He was very nasty to me, stating he had 2 witnesses (neighbor and tech) and that the painful splinters on my child's hands could of been from anything! (Exhibit 5) He kept trying to hang up saying he didn't have time. I sent all the proof and never heard back.

  Business response

  06/01/2021

  This is a very unusual circumstance that we tried to resolve quickly, but we were not able to over the phone.  We were hired to clean a customer's fence on 5/28/21.  While cleaning the 6 foot tall privacy fence with water only (no chemicals) our powerwasher could not see the 2 children sitting on the mini-trampoline (see exhibit 1 video) 1-2 feet off the ground next to the fence.  He began washing the area of the fence next to the children and the father of the children did come out to tell him there were children there as our powerwasher could not hear over the sound of the powerwashing.  He immediately stopped powerwashing and moved away from the children as soon as he knew they were there and went to a different area of the fence.  (see exhibit 1)  The fine mist of water likely did get the children wet.  OUr powerwasher planned to come back later in the day to finish that area of fence.  He started to leave and then our customer asked why that area of fence was not completed.  He stated, "there were children over there so I stopped powerwashing".  The customer went to look to see if the children were still on the mini-trampoline.  When the customer saw they were gone she told the powerwasher he could finish powerwashing.  We finished that area of fence not knowing there was a speaker attached to the inside of the netting of the mini-trampoline (exhibit 3).  The customer and the powerwasher could not see the speaker inside the netting of the trampoline over the 6 foot tall privacy fence. 

  The mini-trampoline does have dirt and debris on it from the powerwashing (exhibit 4).  Powerwashing with water does remove dirt and debris from the fence.  Any structure or landscaping close to the powerwashing may get this dirt and debris on it.  This can easily be removed by washing with water (which we did offer).

  Unfortunately, the child has some "tiny, tiny splinters in her hand" as quoted by child's mother in a text message to us (exhibit 5) and as seen the pictures (exhibit 2).  We are sorry the child got the splinters and it caused such an upsetting experience for the mother of this child.  It is highly unlikely that the child got the splinters from us powerwashing the neighbor's fence (our customer).  In 30 years in business we have NEVER had this happen.  THere is video surveillance of our powerwasher washing the fence so there should likely be a video of what happened for the child to get the splinters in their hand.  Our owner stated, "if you need a doctor to take splinters from your daughter's hand, please to what you need to do".  (exhibit 5)

  After speaking to our powerwasher and our customer about this circumstance our Admin. Assitance called the mother within 80 minutes of the original voicemail to see what could be done.  The mother was not home, but out of state and was not on-scene for these events.  However, she was very upset and was communicating with us by what was told to her over the phone and through pictures.  Our admin. assistant listened, polietely apologized, and asked this mother what could be done to make the situation right.  She stated she just wanted to speak with the owner.  She then spoke with the owner who tried to listen to the issues.  After this mother started calling the owner and our technician names he abruptly ended the conversation until this mother could speak respectfully to share her concerns.  The offer was given to replace the speaker (if needed) and to clean the trampoline.  The medical nature of the splinters is still unknown to us. 

  We would like to have a respectful conversation with this neighbor of our customer when she is ready and willing to come to a resolution.

  Business response

  06/07/2021

  We corresponded with the consumer through email and we were able to coordinate a time clean the mini-trampoline.  Consumer told us through text message on June 2nd that our contract employee we sent to clean her trampoline was "so sweet" and "the neighbor's fence looks awesome...Good job!  What does it cost to have the job performed on her fence."  Due to the present circumstances we do not currently have the consumer's fence scheduled. 

  She stated that she was able to remove the splinters from her child's hands by herself when she arrived home.  
  As for the speaker that we did not know was attached to the mini-trampoline, we offered to have her speaker inspected by an electronics repair shop that does not charge an assessment fee.  We believe that it is wise for us to know the status of the speaker before a replacement or repair is provided by our company.  We offered to take the speaker to the electronics repair shop to save her time.  At the time of this writing we have not heard from the consumer.

  
  

  Customer response

  06/07/2021

  
  Complaint: ********
  
  This company has cleaned my trampoline which I appreciated and even complimented. They have refused to pay for the speaker, they state quote “We are a small company and we don’t have excess money to hand out” They do carry insurance for this kind of incidents (through ***) and have failed to use it.

  Their solution was to pick my personal property up and have it inspected on their terms or for me to lose time and money and drive about an hour each way to get it inspected in their presence. I had originally suggested a certified electronic restoration company pick up my personal property at my house to have it assessed, and they declined because they found a “free” way to do it even if it negatively affects me. I wasn’t satisfied and did my homework and learned I don’t have to do this.

  I have seeked legal counsel and have realized I don’t have to accept a restored electronic device that was affected by water because it can never be restored to pre-loss condition. We will be handling this matter in court.

  
  Sincerely,
  
  ******** *****

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