ComplaintsforFrederick Fence Co.

• Initial Complaint

  12/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 2020, I had a fence installed. Previous to this installation, when the salesman came to give an estimate, I had the outline of the fence marked with a rope and I explained to him that according to the *** the fence had to be placed on the property line. I had a surveyor uncover the corner markers so we knew exactly where to place the fence. I even explained that the reason I was hiring a fencing company as opposed to doing it ourselves was that I wanted to make sure it was legal as far as the property line and the *** requirements. The salesman did not say anything about the fence being installed on the property line being an issue. The contract that I signed stated that the customer would indicate where the ********************** is to be installed. When the installer come to install the fence, I reiterated the importance of the fence being on the property line. At first he argued with me that it's not usual for it to be on the property line but I explained that it was required by the *** and he said, "Okay I'll put it on the property line." (He did not say this nicely). The installer contacted the salesman during the installation about an issue with the invisible fence. If installing the fence on the property line was an issue, I would have thought that he would have brought it up at that time. If they did not agree to install the fence on the property line, I would not have gone through with the sale. The installer removed the rope I had put down only on the right side of the fence. I soon realized that the right side of the fence was not on the property line. There were several issues with this fence. The biggest being that the right side of the fence is off the property line by more than 3 inches and the front of the fence which was supposed to come off the house at a 90 degree angle, is not at a 90 degree angle. I contacted the salesman and we met at my house. He agreed to move the right side of the fence to the property line and I agreed to let the front of the fence stay as it is. However, this has never happened. First, he said they would move it in the winter (2021) and months went by and I didn't hear anything from him. I contacted him again and he sent an email saying he was putting it on the schedule. And again months went by and nothing happened. I contacted him again and he said he would revisit moving the fence during the winter. This is now after the winter of 2022 and he responds with an email that he is not moving the fence and he will send me a quote to pay to have it moved (which he never did). He stated that he contacted the *** and the *** said it was fine where it was. However, this is not true. I received a violation notice from the *** and I let them know that the fence was in the process of being moved. When he sent the email stating they weren't going to move the fence, I contacted the ***. The *** has attempted to contact them as well and they haven't responded. Additionally, there were several posts that warped within the warranty period (18 months). I emailed him pictures of the posts (within the warranty period) and again he said he would put in a service call to have the posts replaced. This was the last time I heard from him. He hasn't responded to any of my emails and they have not replaced the warped posts nor moved the fence to property line as requested by the ***.Ultimately, I would like to have the fence moved to the property line as promised and the warped posts replaced. In addition to what was explained above there have been many other issues concerning the quality of material and workmanship. The 10-foot back gate that was originally installed had to be replaced due to the quality of material and design. The salesman was quite aware that I have four big dogs and what was originally installed put my dogs at risk of escaping through the gate. The wood that was used to build the fence looks old and frail. The gates are supposed to be cedar but the salesman couldn't even tell if it was when he was here. I do have emails/pictures to support my claim if needed.

  Business response

  01/09/2023

  Frederick Fence Co. prides itself on making sure our customers are 100% satisfied with our work and we have wanted to make sure this customoer was as well. However, many factors have complicated the issues in this case and although we have gone to her property on several occasions to do repair work, we have not been able to resolve all of the issues to date. We do 100% remain willing to still do that. Some of the complications are due to communications with this customer. We repeatedly tried to do exactly what this customer asked us to do, which was to make more repairs and move a fence line to a different location, but when we have tried to schedule the work she has refused our proposed dates because whatever we proposed didn't work with her schedule. That was when we were able to contact her. We even sent a crew there to do the repair work because we just wanted to have it done. She sent our crew away, because staying with them the whole time was inconvenient even though we told her she didn't need to be there with them the entire time. We then tried to re-schedule it after that on a day that suited her better, but she became un-responsive at that point. Since her work schedule did not line up with our hours of operation, it was difficult to connect with her by phone and she didn't always respond by e-mail in a timely fashion, which made it hard to work with her to resolve these problems. However, since receiving this complaint, we have re-newed our efforts to work with her. Our owner, after many attempts, has finally been able to contact and talk to this customer. We have agreed to move her ********************** line to be exactly on her property line as she has requested and any other repairs that need to be done. We are attempting to schedule this work now and hope to have everything resolved in the next couple of weeks. Since we do need her be on site when we do the work this time (because we want to make sure everything is fully to her satisfaction), this may complicate scheduling as she seems to be a very busy person. The bottom line is that, if the customer will work with us on scheduling, we will do anything that is required to make sure she has the product that she desired originally.

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