ComplaintsforBeam & Company, Inc.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/25/21: Estimate to replace approx 17 ft of fence with a gate with new gate hinges & latch, natural wood finish. Finished early afternoon. the same day. Paid $1440. ck# 1477. The top was uneven - He sawed 2 boards at the top but still uneven. As time went on the boards were warping. So the top was more uneven. **** ******** came out and his fence builder placed the cross beam correctly. As it got cold, the boards to open the gate swelled up & I could not get the gate open to take my trash out. My son-in-law came over and sanded the beams that were touching so I could get my trash cans out. The nails rusted black on the boards as did the bottom latch. No new latches as quoted - not sure about the hinges. The last board next to the block-ite fence is loose, coming down. I pushed it back in place but bottom nail does not meet the post. I was referred by my husbands nurse at the doctors office. The angels took my husband 10/19/20. **** and the fence builders were nice but I don't think they were experienced in fence building. I had the W side of my fence replaced by another company. My neighbor shared the cost for 75 ft 9 inches. My cost was $1360.25. Boards are all evenly placed & all the same height. **** said the warranty was no good because my son-in-law sanded it so I could open the gate. Does not seem right,

  Business response

  12/29/2021

  Mrs. *****, 

  
  

  I am very sorry for your experience. Let me look into the issue you have described. I will be in contact for a resolution. 

  
  

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

  Customer response

  12/30/2021

   I am rejecting this response because:
  
  He said he would review and get back to BBB.

  Business response

  01/03/2022

  March 2021 - 

  1. Request for fence replacement and a few other tasks was received. 

        

  2. Verbal Estimate provided with options of different types of wood and other options such as sealing wood and other tasks. **** ******** (Beam and Company Operations Manager) spent over 1 hour discussing all the options before the hard copy of the quote was delivered. 

  
  

   3. Mrs. ***** was concerned that it was expensive. **** advised that we were not the cheapest and encouraged her to get other quotes

                       

   4. After 1 week Mrs. ***** decided to go with our quote, even though it was a little higher. She stated that another contractor had come 

        In lower but that he wanted half the amount up front and she did not feel like she could trust him. **** explained that we would not collect payment 

        until the job was complete and she was satisfied

        

  5. Mrs. ***** chose to exclude sealing the new wood fence, stated that a relative (student at Fresno State) would complete this part

                       

   6. Mrs. ***** also chose to use the old hinges and latch from her previous gate  

        

  April 2021 -  

   1. Work completed and we gave Mrs. ***** 1 week before collecting payment, to make sure she was happy with the job.

   

   2. Mrs. ***** was pleased but requested an adjustment to the latch on the gate, sent tech out 

        

   3.. Received request for separate portion of the fence to be replaced (Shared fence with neighbor). 

         

  May 2021 -   

  
  

   1. Provided bid for additional area of fence to be replaced

        

   2. Mrs. ***** needed time to discuss with neighbor that shares that portion of the fence

                       

   3. Received request for latch to be adjusted again, sent tech out 

  
  

  July 2021 -     

  
  

    1. Received text of concern with warping boards. Mrs. ***** stated that the separate portion of the shared fence had been done by another

        company but she was not pleased and asked if we could fix it. 

        

    2. **** spoke with Mrs. ***** and let her know that the other company should be called back since we did not do the work.

                       

    3. **** inspected the warping boards, which were on the gate. **** advised Mrs. Weber that it was due to the fact that she had never 

         had the wood sealed (as recommended), **** and a tech adjusted the support post on the gate to correct warping/twisting boards and advised that she needed to seal the wood before winter. 

  
  

  Dec 2021 -     

  1. Mrs. ***** called to express concern about discoloring where hinges, latches and screws are attached. She also stated that the gate had

  swollen and that she had her son in law come and make adjustments, in which a saw and sander was used. 

         

  2. Mrs. ***** stated that the gate had become swollen and warped and was stuck, she chose to call a family member instead of us

                         

  3. **** informed Mrs. ***** that by calling someone else to work and modify the gate, instead of Beam and Company, it voids the  warranty

                         

  4. Mrs. ***** stated that she did not want to bother Mark 

                         

  5. **** reminded her that she had called several other times for adjustments that were needed and he wasn’t sure why she hesitated.

         

  6. During the conversation when **** told her the warranty was voided, he offered to send a technician, but if there was damage to the gate 

  from the work her son in law did and we were not able to adjust or correct, there could be an additional charge

        

   7. Twice Mrs. ***** stated that she does not want our techs to come out and that we do not know how to build a fence. She said she would 

                          be calling an another company to replace the work we had done. **** told her that she had the right to do so, but that we would not pay for 

                          any work to be done by another company and he offered again for a tech to go out to look at the gate and make any adjustments that might

                          be needed. He also told her that he wasn’t sure why she was suddenly unpleased, when each time they had been out over the last several

                          months, she had praised the techs and the work that had been completed. 

         

  8. Mrs ***** stated again that she did not want anyone to come out and that she felt like that we were taking advantage of the elderly.

  
  

  9. **** apologized that she felt that way and explained that the wood would continue to warp and discolor, as long it remained unsealed

      The conversation ended, we have not heard from her since. 

  
  

  10. It should be noted that whomever modified the fence/gate area after Beam and Company used drywall screws which are not properly sealed for all weather purposes, thus leading to staining observed by Mrs. Weber.  

  
  

  
  

  Offer still stands that a tech can be sent out to access the current condition of the gate and make adjustments as needed. 

  Customer response

  01/06/2022

   I am rejecting this response because:
  
  Please see attachment. 

  Customer response

  01/14/2022

   I am rejecting this response because:
  
  Thank you ******.   I will accept BEAM CO. offer to repair my 17 feet of fence with gate. 
  

  
  

  
  

*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. ↩