ComplaintsforR & M Fence & Construction Inc.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid for a fence to be put in and didn’t think we had to walk around and double check everything. After we paid we realized it was missing about 25 screws and a some other issues. We called and they said they would be out within the week. They never showed. We had ordered another gate to be installed so we knew they would be back out soon so we waited. They came out and installed the wrong size gate, the missing screws were not all put in and the ones that were are all sideways, they don’t lay flat on the posts, scratches. I called and asked that someone come and walk the property with me since there are so many issues. She said she was sent pictures and it looks fine to her and she doesn’t have time to deal with it or fix it and not to ever call her again. She told me I could keep the gate free but has also never fixed the issues from the fence being installed that we already paid for and left us with a mess we will have to pay someone to fix on top of what we paid them.

  Business response

  10/09/2021

  The customer signed a contract to install an ornamental aluminum fence on April 14, 2021, for an amount of $5,470.00 (see attached).  The fence was installed on June 04, 2021 and paid in full with no complaints on June 22, 2021 (see attached invoice).
  This same date (June 22, 2021) the customer requested an additional gate be added to her existing fence.  An employee here at the office informed the customer this is a custom gate and will need to be ordered in.  When the gate arrives, we will be on site to install.  This was aggreged upon for $850.00 (see attached signed contract). 
  On August 15, 2021 the customer called the office stating screws where missing from her aluminum fence.  The office informed her we would send someone out to address and correct the mistake.
  September 07, 2021, we installed the additional gate and addressed all the missing screws.  She called the office late that afternoon stating screws where still missing and she was not happy with the gate.  I (Charlene) apologized for the trouble and informed the customer we would be out the next day to correct the situation.  She wanted to meet with me (as an owner) to address.  I notified her this was not possible as I was getting ready to go on vacation, however I could meet up with her once I returned. 
  The following day, September 08, 2021 the crew returned to the site to address any and all missing screws.  They did find two that were missing and replaced them.  They could not find anything wrong with the gate (see attached Pictures).
  The customer called again late afternoon on September 08, 2021 absolutely irritate. I (Charlene) again spoke with her.  She accused my team of taking sandpaper to her gate and causing terrible scratches.  I explained to her, that you cannot sand aluminum fence and my team does not carry sandpaper on their truck.  She then demanded I drop everything I was doing to come see her.  I again reminded her, I was leaving for vacation and had to board a plane soon.  I offered to visit with her once I returned, this was not acceptable for her.

  Knowing other contractors who have performed work for this customer and  have not been able to satisfy her complaints or get paid for their work....  I let her know that there would be no charge for the additional gate or work performed.  This still was not acceptable to her.

   

  Customer response

  10/11/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Her company replaced some of the missing screws but they are all sideways and do not lay flat against the fence.

  She only offered the gate free because she said it’s less expensive for her to give me the gate than fix it even though that messed up the fence that I paid her thousands of dollars for and she was supposed to fix the fence issues when installing the gate and they did not do that. It will cost me quite a bit more now to have all of the issues fixed by another company. The gate is not the right size as stated in the contract or the same size as all of the other gates installed in the contract so she would have to install the gate that is the right size and replace part of the fence when doing this since the new gate would be smaller. 
  

  She did not fix all of the spots on the fence that were cut to to short and several are so sharp you can cut your hand on them.

  She never offered to come out after returning from vacation, her response was “Your not worth my time, don’t ever call me again!”

  All we asked was her to fulfill the commitment of both contracts and she has not done either. 
  

  Everyone should be warned so they do not end up with a terrible quality and looking fence and to be treated with that much disrespect from a business owner that you hire and sign a contract with. 

   

  Regards,
  
  ***** ******
  

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