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Complaint Details
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Initial Complaint
10/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had fence installed, with the remainder if the work being completed a few weeks ago. They did not install one if the top rails of fence. Took complete payment from my account. My fiance and I have called several times and keep being told they'll be there to fix it, then they never show.Business response
10/28/2021
Spoke with homeowner, on October 28, this issue has already been resolved.Initial Complaint
09/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
DF not picking up vinyl fence order damaged, inferior product as agreed by ****** 6/23 to resolve fence issues caused by Dir Sales, ***** Sibeni, not shipped in crate as he quoted. 7/2, last contact w/****** despite husband trying to reach him 7/26 phone, 7/28 email to ***** CS to forward to ******, 8/2 email to *****, 8/3 spoke w/*****. 8/16, no contact, email to ***** and left voice message w/Mario, Shipping, please pick up material as agreed upon by ******, no pick up, no contact. 8/19, email to *****, 2nd request, pick up material as agreed upon by ****** and do so by 8/20 (end of day), if not, material will be moved from indoor area where it has been stored since received 6/14, to outdoor, unsecured yard and we are not responsible for it. 8/20, no pick up, no contact. 9/2, no pick up, no contact. Material moved to outdoor yard as told to ***** it would be. No contact by DF. They agreed to pick up fence order, have no money of ours, yet not picking up order.Business response
09/24/2021
Direct fence Distributors has confirmed, with ***(at *********), that all material was picked up Wednesday, September 22nd, as agreed.
We reiterate that all material was originally shipped, wrapped, on pallet,in pristine condition, as always. Any damage which occurred was caused by the transportation company.
In conclusion, we still did honor our commitment to customer by giving a full refund, as customer requested, any delays in picking up the refunded material was due to the geographical location, which was out of our normal operating area.We kindly request that you remove this negative review from your records.
Customer response
10/01/2021
Complaint: 15827928
I am rejecting this response because: While we can confirm that Direct Fence finally picked up all material as agreed upon, and acknowledge that the original shipment was wrapped in pristine condition, their response does ignore several issues.As they note in their response, the fence material was shipped on a pallet. All correspondence quoted to us stated that the fence material would be shipped in a crate, which would have alleviated potential damage. In addition, the actual material weight (approximately **** lbs.), was 3 times the weight provided to us by them for the BOL.
What has made matters worse for us is the total lack of response to our phone calls and emails. Once we alerted their Sales Manager ***** Sibeni that there was an issue regarding shipping damage, all communication ceased. It was not until we halted payment that they reached out to us. The same can be said about picking up the material. E-mails, and promises for returning phone calls all went unanswered until the BBB got involved. We certainly do not want to continue to volley e-mails up and back, but we have detailed e-mails and phone logs supporting our position.
We will part ways thanking the BBB for their involvement, and finding an end to this long, painful situation.
Regards,
*******************************
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.