ComplaintsforFencescape

• Initial Complaint

  16/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On the date of the installation of the fence (Sep 16th) the installer who came was extremely rude. He started changing fence plan and deviating from the signed upon contract, shortening the length of the fence. When trying ask questions to understand the reasons why this change was being made last minute, and what exactly we are getting for the money we are paying, the installer was rudely interrupting, used foul language, insulted myself and my wife and then packed up and left. Calling the sales representative we signed the contract with was not helpful as well. The sales representative directed us back to the rude installer, and then stopped from picking the phone up altogether. As things stand right now I am not sure what is the status of the fence, or when the installation will happen.

  Business response

  04/10/2022

  With regards to this complaint, there was an issue with the customer restricting our ability to do the work so my guy left the job.  We have since gone back and completed the work to what i believe is the customers satisfaction.  I dont believe there are any issues outstanding with the customer, the original issue was based on his misinterpretation of how we would do the work and unwillingness to take my installers suggestions.  Again, i believe he should be content with the finished product.
  
  *** *****
  

  
  

  Customer response

  10/10/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me. However I have to add that the original installers behavior, and language are still unacceptable and had the installer actually taken the time to calmly explain what he was intent on doing instead of insulting myself and my wife the problem would not have happened in the first place. 
  
  Sincerely,
  **** *********
  

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing complains about Fencescape's sales person *** ***** and the company he representing Fencescapes Inc. There are two major complains as below. 1. Warranty. We and around thirty adjacent neighbours hired Fencescape to install our fence around four years ago. During the group deal negotiation, *** promised to me and my neighbours many times it was "Life time warranty for both materials and labor". I noticed that a whole corner fence panel fell down, and one horozontal rail was cracked after a storm on May 21 2022. I checked and realized that the corner post was shaking with even gental touch. It was quite unstable compared with any other posts. When the wind came, because of the waving of that post, the top horozontal rail fell out and the whole panel fell down. It is very obvious that the labor defect of that post due to not installed properly is the root cause, storm is just a minor factor. My supporting fact is that our community was not hit hard by that storm. First, Fencescape installed around thirty of our neighbours fence at the same time with the same materials. Only that panel fell down during that storm. Secondly, there are many fences installed by other contractors in our community. I didn't see or hear any second fence damage by that storm. It is my opinion that it is mainly labor defect and it shall be covered by the warranty. *** insisted that it was a damage from storm thus was not covered by warranty at all.  *** **** **** *** ****** ** ******** ***** **********

  Business response

  15/08/2022

  I am very surprised that this issue has come to this front.  The fence was initially installed 4 years ago and I have had no repair requests from this customer.  If there were any deficiencies I believe I would have been notified before now.  I can say that we never promised a lifetime labour warranty and I'm 100% certain that this customer cannot produce any emails or contracts stating that.  Our Warranty is and always has been 5 years on labour related issues and the manufacturer provides a lifetime warranty on the materials pertaining to certain manufacturing defects. 

  I was asked to come assess an issue which I personally did on site, now the issue happened right after a small windstorm hit the city and the wind knocked down one panel in this customers yard causing irreparable damage to a few parts.  Upon my inspection I notified the customer that the obvious cause of the fallen panel was the wind storm and that it was obviously not covered under the labour or manufacturers warranty since it is an act of God.  The customer argued with me on site insisting we fix it and replace the damaged parts for free, we eventually left with the disagreement that I should have to fix this at my cost.

  The customer called me last week asking when we would be fixing the issue, I reminded him that we would not unless he paid for the replacement parts and $200 to help barely cover the cost to send a repair crew out to perform the work.  He continued to argue with me, so to be a nice guy, I even offered to come do the fix for FREE, and he should purchase the materials.  He agreed to this and then asked the cost of the materials which I gave him about $140 and then he decided to issue a complaint to the BBB.

   

  I offered to fix his fence free of charge he would only have to purchase the broken parts, that should be undeniably not covered under warranty against windstorms.  Furthermore, I have many customers this year all over the city that have had issues due to the severe May 24 windstorm who sustained damaged fences, all of whom understood fully that repairing or replacing would be at their cost, and if they did not want to bear that cost they could go to their insurance for coverage.  This customer acknowledges that the wind played the role in knocking the panel over but is trying to claim that it is deficient 4 years after we installed the fence, that to me makes no sense.  

   

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

   

  Further to this correspondence, I have decided to provide no assistance to this customer, if you deem his claim to be valid than I'm ok with that, I have been more than fair and to be labelled ****** because I won't bear the cost of his broken fence parts is to me absolutely rediculous.  

   

  Please let me know what comes of this.

   

   

  Customer response

  19/08/2022

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

  
  I am rejecting this response because:

  I didn't find any resolution from this Business's response. Trying to find an excuse and run away is not a good business manner, in my opinion. Further actions from BBB will be highly appreciated!
  
  During my warranty claim process, I have already tried twice to compromise in order to make an agreement with this sales person and move things forward. But both time I realized he either lied to me or played trick on me, which gave me a lot of headache and went beyond my ability to handle. That's why I need a third party's involvement to see what went wrong. Here is some more insight about what happened.
  
  The truth: On May. 24, 2022, I compromised and made agreement with this sales person on site by agreeing to pay the materials fee myself, and Fencescape to replace the broken rail and reinstall the falling panels. The agreed material fee is "$80 plus HST" and time period is "around two months".
  
  The lie: On Aug. 10, 2022, I contacted him again to see why nothing happened since two and a half months had passed. To my surprise, he told me last time we did NOT make any agreement. It sounds like there is some misunderstanding, right? Actually I highly suspect it is either a lie or a trick he played on me. One detail needs to mention here is that before he left the site last time, I offered him to take a broken piece in order to match the color and the material. He told me to not worry, he had everything in his computer system. Another thing I shall point out is that one of my side neighbors was on site all the time during his visit. It can't be both my neighbor and me misunderstood his words. I feel lucky that at least a third party knows what happened, and who is honest who is lying.
  
  The truth: Then he started all over again asking me to pay full labor and material fee in order to fix the issue. **** *****
  
  *** *** ** *** ****** When I asked when it could be done, his answer was "by the end of this year". Based on the fact that I had already been kept waiting for two and a half months, this time commitment is not reasonable and not in good faith, in my opinion. And the material fee is jumped from "$80 plus HST" to "$146 plus HST".
  
  During his visit in May, he touched and felt the corner post, knowing exactly how badly and improperly it was installed. In my opinion it was the root cause of the panel falling issue, and was obvious a deficient which should be covered by the labor warranty. But due to the estimated labor effort of underground work, he never agreed to fix this defect, even if I agreed to pay the material fee. Without fixing this issue, it will easily cause similar problem in the future. I didn't see any resolution in his response.
  
  ***** ** *** ******** ****** ******** * ******* **** * ********
  
  

  
  Sincerely,
  
  ***** **

• Initial Complaint

  02/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fencecape installed the fence in our backyard. Last week they installed the fence it was good. Today they installed the fence in our back neighbor backyard.To make their own job easy they remove the fence and put the fence in wrong way. Now my fence looks weird and it's not straight.

  Business response

  05/06/2022

  This job involves a group of neighbours and a half finished fence from a previous contractor who stole all these client's money.  Now, the layout is offset lot lines, secondly this homeowner has his fence half finished by the previous contractor.   There is a small portion of fencing he shares with his back neighbour.  The issue is that we had to jog around his existing fence, since there was no discussion to remove and reinstate his existing fence, given the offset lotlines, we had to do an angle of the last panel to extend to his neighbour's corner post and to close off their yard as well all while avoiding the existing fence of this cusomer who now feels unhappy with the finished look.

   

  I am surprised he jumped to this reaction of complaining to the BBB.   He did this complaint before calling me to discuss options, he did make contact on Friday and voiced his displeasure with the finished look, I even agreed to meet with him next week to discuss options.  During that phone call he even offered to pay additional for a "fix" which leads me to believe he understood that his request would be additional work to the contract that we had and it would be over and above what was agreed on.

   

  I believe the miscommunication came along the way of the sale, this customer agreed to share on part of his fence, then late in the game made an additional request to share part with the back neighbour, whereas we were past the point of on site discussion where we could have discussed the effect of his existing fence and the reality to install the fence the way we did.

   

  In any case, I'm not sure what he expects at this point, we delivered according to the contract, there were constraints caused by his existing fence that we had to come up with a solution to effectively install for himself as well as the other neighbours involved in the project.  Frankly I believe his reaction is quite insulting, a previous contractor stole all their money, we delivered on the project as promised, other neighbours raved about our services which were on time and on budget.  The issue this customer is complaining about results because he is trying to salvage part of the old fence left by the previous installer...which is not comparable with our fence system, therefore leaving a connection point he is not happy with.

   

  If you have suggestions on how I can appease this customer please feel free to share, I am hoping that this complaint has no further effect on our rating.

   

  if you have questions I can be reached at ************

   

  thaniks

   

  *** *****

  Fencescape sales manager/owner

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩