ComplaintsforCapilano Fence & Decking

• Initial Complaint

  30/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $500 to Capilano Fence and Decking on September 30, 2023. This amount was a deposit in order to obtain a quote for fence and gate repair on my property. I only received a quote from the company on October 24, 2023 (much later than was committed to me). I had to arrange for fence repairs to be completed as the property is tenanted with dogs on site and as a result had to employ another company to undertake repairs in a timely manner. Capilano Fence still has my $500 deposit. I have been back and forth with ** (the owner/operator) who advises me that the deposit was a commitment to have at least the fence gate built by him, at a cost of $1,150. Unfortunately this quote is also more than double that quoted by two competitors. I have not been able to obtain a refund from *** He currently has in his possession $500, and to date, the only interaction we have had is him visiting the site and preparing a written quote. My last email to Al on November 13, 2023, remains unanswered. ***** ** ******* **** ** ***** **** *** *** *** ******* ** **** ***** ** *** ******** ** ** **** ********* I would be happy to book you into the queue for this season with a $500 deposit. I would bill (1) hour from the deposit to meet with ******* (the tenant) on-site to determine the final work order"I am sure that Al provides quality work, however, I would ask for your help in obtaining a fair outcome in this matter. Your assistance would be appreciated. Sincerely,***********************

  Business response

  16/12/2023

  Dear *******,

  
  I trust this message finds you well. I appreciate the opportunity to address your concerns.
  
  Upon receiving a service call from your tenant about a broken front gate, we communicated the repair details and billing process directly with you. In response to your email query regarding the refundability of the deposit, we clarified that once booked, the custom premium gate would be commissioned, and preparations for the repair would commence. You emailed us to go ahead and then paid the deposit.
  
  Given the potential for additional needed work on your property, you requested a comprehensive assessment. As a gesture of assistance for someone living overseas, I personally invested nearly two hours conducting a detailed assessment, providing an 11-page report with photographs, pricing, and detailed descriptions for an agreed-upon additional payment of (1) billable hour.Despite your decision to pursue an alternative proposal for the extra work based on cost, we graciously accepted your choice.
  
  It came to our attention that, unfortunately,there was a miscommunication on your end regarding the booked gate work. It seems that in you accepting another proposal for the extra work, you also promised them the portion of the work that you originally booked with us. We responded by offering to forgo the deposit arrangement for the gate, and I transparently broke down the costs incurred, rounding in your favour having appreciated your honesty in acknowledging the mistake. We offered a refund for any leftover amounts to ensure neither party incurred additional expenses.
  
  Direct communication is vital in resolving matters efficiently. While I understand that you were overseas previously and are now traveling, I made multiple attempts to connect with you on November 12, December 8, and December 11,emphasizing the importance of open dialogue.
  
  I wish to reassure you that we remain committed to providing quality service and resolving issues promptly. We value our clients and strive to address concerns with professionalism and integrity.
  Wishing you and your family a joyful holiday season. Feel free to reach out at your convenience.

  
  Best regards,
  Al of Team Capilano

  Customer response

  27/03/2024

   
  Complaint: 20940151
  
  I am rejecting this response because:

  As previously stated, the purpose of this complaint is to obtain a refund of the $500 CAD deposit lodged with Capilano Fence and Decking on 30 September, 2023. 

  I first requested a site visit and estimate on 13 September, 2023.

  I received a quote for repairs on 24 October, 2023. 

  I waited 42 days since a quote was first requested to receive a quote. 

  I waiter 25 days since paying a $500 deposit to receive said quote. 

  
  

  Capilano Fence and Decking maintains that work was promised to them in the form of a new exterior gate as the previous gate was destroyed by a roaming bear. 

  This, in fact, is true, however, this undertaking was made upon the assumption that said work would be completed in a reasonable time. As the contractor was aware, this property is a tenanted property housing two dogs, necessitating a timely completion of work. 

  
  

  Capilano Fence and Decking maintains that he tried to reach me on numerous occasions. Every one of Capilano Fence's communications received by email was indeed replied to in a timely manner. 

  The contractor was advised in our initial exchange of details that I am traveling internationally, therefore, email would be the only form of successful communication. I am unsure what additional means of communication Capilano Fencing is referring to. 

  
  

  As a direct result of the delay in obtaining a quote from Capilano Fence, I was forced to have another company complete the work. I might add that the other fencing company did the following, all in a matter of 5 days:

  - Responded to request for a quote

  - Performed a detailed (and complimentary) site visit

  - Adjusted their original quote 

  - Performed the work requested to a high standard

  - Returned to the site for ******************. 

  
  

  Please advise should you require any additional information.

  
  

  Sincerely,

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

  
  Sincerely,
  
  ***************** Preez

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