ComplaintsforG & S Fence

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 9th 2021, this company accepted a deposit to install a new gate. Almost 2 months go by and I don't hear a peep out of them. They finally came out and installed the gate incorrectly, swinging it outward. The old gate they took off swung inward. They simply weren't paying attention. They finally sent a new crew out on Oct. 1st and the worker told me the other crew installed the screws incorrectly and they had to make a new frame. I was leaving this morning and a screw popped out leaving only one holding the top hinge on. Being disabled, it took both my wife and I to open it. They also broke my electrical outlet cover the first time and no one told. I went outside and it was laying on the ground. They've been making excuse after excuse for not coming out. The VP ***** wouldn't even return my voice mail. I either want a refund and put my old gate back on or finish the job. I was told they are sending an electrician to install a new outdoor outlet Haven't heard from them about it.

  Business response

  04/04/2024

  Good morning!

   

  We received your letter in the mail and are reaching out regarding that.

   

  We were able to work with ************** on the orientation and swing of his gate. The entire gate was rebuilt at no charge to him. We also sub-contracted an Electrician to install the outlet that was damaged.  In parallel, we shipped ************** a back up Outlet in the event that his outlet was to ever fail in the future.  This was mailed to him. 

   

  ************** sent the following message to our Office manager on 10/6/2021.

   

  ****,

   

  Your crew did a great job today. New gate looks much better than the first one. Bond Electricial should be out by Friday to replace the outdoor receptacle. Please send me the invoice and I'll go ahead and pay the balance.

  ***********************

   

  We consider this job closed out and complete.

   

  *********************

  Office Manager

  ************

   

• Initial Complaint

  07/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid this company $7000 in April which was a deposit on the deck they were to build for me. Now they literally will not come do the work and will not give my money back.

  Business response

  07/28/2021

  From: G&S Office <*********************>
  Sent: Thursday, July 22, 2021 1:59 PM
  To: Info <*****************>
  Subject: ID ********

   

  To whom it may concern,

   

  We received the letter of complaint today and we would like to send over our response of explanation.

   

  Below is a timeline that provides information from the beginning of the contract and following.

   

  Customer signed a contract with G & S Fence and Deck on 4/15/21 for a deck installation. The contract and deposit was received by our office on 4/20/21. Our standard procedures call for a 50% deposit to secure material cost at the current time of contracting the work. From there, G & S Fence and Deck orders materials, once materials arrive to us, we begin our scheduling process.

   

  On 5/21/21 Our office staff reached out to the customer to do a courtesy call to check in and let the customer know any updates we had available at that given time. Customer was unsatisfied with our call due to the lack of updates available at that time.

   

  On 6/1/21 The customer emailed G & S Fence and Deck the following message: If your company cannot get around to building my deck in the next couple of weeks please give me a call and let’s talk about a refund so I can go with a different company. Thanks.

  -              On the same day, the customers cognizant salesman responded with the following message:  Good Morning! We have your material package ordered and are awaiting that package from the manufacture. I will request an ETA on when that is expected to arrive; I know that the majority of the material were in stock; they were just waiting on a few parts and pieces to complete the package. We are anxious to get this project started for you and we appreciate your patience. As soon as we have the materials in hand we will be able to get started! At this time should you decide to cancel the job your deposit would be forfeited unfortunately; we have the materials ordered already and they are not refundable with our supplier. Right now our hands are tied waiting on materials to arrive from the manufacturer; again I will try to get an ETA on those and let you know ASAP! Thanks.

  -              Please see attached signed contract that states: Cancellation of the contract by signer will result in a forfeit of 50% of the deposit if the materials have not yet been purchased and a forfeit of the entire deposit if the materials have already been purchased.

   

  On 6/19/21 The customer emailed G & S Fence and Deck the following message: Cognizant salesman, it has now been a full two weeks since you sent this email and there has not been a word a follow up from you or anyone else in your company. We have an implied contract; I pay you and you do the work. I have lived up to my part of that contract.  Regardless of your company‘s policy, if I don’t hear from someone on Friday telling me that I am on the schedule for the next week, I am going to insist on getting my money back so that I can start over with a company that will actually do what they say they are going to do.

  -              On the same day, The  cognizant salesman responded with the following message: Trex materials are currently on back order. At the time that we first spoke we had not had any major issues with reviewing materials. However unfortunately we have encountered a severe backlog on receiving Trex from the manufacturer. I completely understand your frustration in wanting to get this work done. However we have no control over the availability of our materials and are doing to best that we can given the current situation which we are forced to content with. Unfortunately if you choose to cancel your contract with G&S at this time with materials already ordered and paid for you will forfeit your entire deposit. Thanks.

  -              On the same day, The customer responded with the following message: If the materials are back ordered and have not been sent then there is no reason you cannot cancel the order. In any case,I definitely will not be losing my $7000 deposit even if I have to get an attorney.  In addition, the problem is not limited to back ordered materials. You have not done a single thing that you said you would do in terms of keeping me apprised since you left my house. I will be filing a complaint about your company with Trex.

   

  On 6/21/21 The cognizant salesman responded with the following message: Ma’am like I said before I completely understand your frustration with the delay. What is happening is completely out of our control and we have done nothing to void our contractual obligation with you. I have not received a firm date for when we can expect your materials so I have not contacted you without having any news. Your materials have been ordered and purchased, and like I said before we have almost everything we need except for a few pieces that are currently on back order. What I can do is try and get a firm date on when we can expect to receive those materials for you today before you make any decisions.

  -              On the same day, The customers cognizant salesman reached back out with the following message: Good Afternoon, I was able to verify the status of your materials. The missing components arrived late Friday at our supplier here in town, they had not notified us of the delivery due to the time that it arrived. Today when I reached out for another update on delivery status I was very pleased to hear that the entire package is ready for delivery to your home for us to begin work! I will get with the VP of Production, and coordinate the installation for you ASAP! The rain and current ongoing jobs will make this week tough however we should be able to start next week and get this knocked out for you! Again, I appreciate your patience while we waited on materials to arrive from Trex! Thanks

   

  On 6/25/21 G & S Fence and Deck reached out to the customer to let her know she was scheduled to begin installation on 6/29/21.

   

  On 6/29/21 The customer sent a text message to her cognizant salesman asking what time our crew would show up to begin work.

  -              On the same day, The customers cognizant salesman responded with the following update: I just got a production update this morning and unfortunately due to the massive amounts of rain last week we are running two days behind. You should be getting a call from the office shortly with an update as well. It will most likely be Thursday morning before we can arrive to start that job.

   

  On 7/1/21 The customers cognizant salesman reached back out that morning with another update with the following message: Good morning, unfortunately we have a crew out with personal medical issues and are still running behind due to daily rain delays. We will have to push your job to next week.

  -              The customers response to our update was as follows: I am contacting an attorney now.

  -              Following that message, The customers cognizant salesman responded with the contact name and phone number with the following message: You can speak with our VP who runs production.

  -              The customers response was as follows: No thank you. I have an appointment with the attorney on Tuesday morning.

  -              Following that message, The customers cognizant salesman responded with : We will be arriving next week to complete the contracted work. You can contact our vice president to discuss options if you want; otherwise we will see you next week.

  -              The customers response was as follows: I heard that every day this week.

  -              Following that message, The customers cognizant salesman responded with: We are battling weather and trying our best to get there for you ma’am. Our Trex Deck crews are our most skilled crews so we cannot just send anyone out there. G & S staff who is scheduled to build your job was out both yesterday, today and probably tomorrow with personal medical issues that were not foreseeable. We are doing the best we can; I am sorry for the inconvenience.

   

  On 7/1/21 The customer left a voicemail with our office with the following message: My name is ------- I would like to speak with the owner of the company please and provided her contact number. Thank you.

  -              Again on 7/1/21 The customer left another voicemail with our office with the following message: Hello this is ---------- again with her contact number. Would still like to speak with your owner but in the meantime I need a copy please of my contract my lawyer needs it. Would you please scan it and email it to me the cognizant salesman has my address. Thank you.

  -              On the same day, Our office manager emailed the customer the following message: Hi ----, I got your message, the owner is not currently in but I will get a message to him that you would like to speak with him. In the meantime, here is a copy of your signed contract as requested. Please let me know if you need anything else, Thank you

   

  On 7/2/21 Our office staff reached out to the customer to confirm she was scheduled to begin installation on 7/8/21.

   

  On 7/8/21 Our office staff reached out to the customer to update her on scheduling and to let her know that due to the excessive amount of rain, we were running behind schedule and that her job would be postponed to the following day, 7/9/21.

   

  On 7/9/21 G & S Fence and Deck began working on the customers project.

   

  On 7/12/21(next working business day) G & S Fence and Deck returned to the customers job site to continue working until completed.

   

  On 7/15/21 G & S Fence and Deck finished the installation for the customers contracted job.

   

  The nature of our business does not thrive on rainy weather, unfortunately with the time of year it is we face a lot of rain in Florida which results in delays for our production team. G & S Fence and Deck schedules production one week at a time so that we can keep up with the weather in the most ‘’real time’’ way as possible. G & S Fence and Deck works diligently through these times with determination to meet all scheduled start dates. G & S Fence and Deck stayed in communication with the customer each time there was an update, and attempted to make a courtesy call a few weeks after contracting to check in and let the customer know where we were at in the process. Unfortunately, we cannot control the weather or the unforeseeable health issues our employees face from time to time and understand the inconvenience that may arise from this. G & S Fence and Deck has completed the work in full as promised and the customer is happy with her installation( see attached letter ). Please consider our response and reach out if you have any questions or concerns.

   

  We thank you for your time and the opportunity to respond.

   

   

  Shea Johnson

  Office Manager

  ************

  *******************

  **** ********* *******

  ************ ** *****

   

  

   

   

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