ComplaintsforParamount Fencing, Inc.

• Initial Complaint

  10/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased fencing for 2 sides of my property. I was advised that free gate adjustments could be made and to just reach out to them whenever my gate needed adjustment. I did that 2 times & they came without issues. In 2019, tried to reach out to them several times. Nothing happened. I then said I would be filing a complaint as not one had reached out. I spoke with Kip (owner), who reached out to me after I stated that, & said that they had been busy and had issues with an office person who was not following up with things. He said he would come. I explained that I work from home & needed to know ahead of time, as gates are closed. Evidently, he came in July,(security system did not see it) & I was not notified. Still no adjustment & I emailed them again. I was getting an estimate to get drip irrigation and was advised that when back fence was installed, the sprinkler was pushed into rear neighbor's yard & has been busted since installed. I am extremely disappointed.

  Business response

  11/19/2021

  Business Response /* (1000, 5, 2021/10/25) */ The consumer used PFI on 2 separate occasions. The 1st was in 2015 & the 2nd in Oct of 2017. Both fences were installed without incident. In mid-July 2020, a quote was requested to replace the right side and fronts stretches. In Aug 2020, she informed PFI that she used another company. In March & April of 2021, the consumer called for a free gate adjustment. On the 2nd call, she threatens to call the BBB. On May 14th, 2021, I called. I explained we are short staff & it would be 7-10 working days. On June 3rd, 2021, I called before coming. No answer. Upon arrival, the gates were locked, doorbell ranged, picture taken, all verifiable by phone & GPS tracking records. She reached out in July. Photos of the recently built gate or gates were returned via text. I informed the office PFI did not build the gates. Still, my response, like then, is to be helpful at no charge. The consumer just needs to realize PFI only offers a 365-day craftsmanship warranty which expired in 2016. We will fix the sprinkler & remove the post left by the other fence company. She must recognize PFI is not liable. Consumer Response /* (3000, 7, 2021/10/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been extremely patient and have waited for almost 2 years to have them come over initially. When I spoke with Kip (owner) for almost an hour and he was telling me all about his Rollins College classes and personnel woes, I did explain to Kip, owner that I teach online and can't answer the door when class is in session, and that they needed to call/text me to arrange a time that worked, so that I can keep gate unlocked. I did not receive any contact. Believe me when I say that I would have GLADLY opened the gate for them had I known they were coming. After he randomly showed up, Kip texted me pictures ( I still have them) of the gate he looked at when he showed up w/o reaching out to me first and it is the one that Paramount installed in 2015. The back fence was installed by them as well and it is available for inspection. Doorbell was not rung as I have a Ring doorbell and it did not record any activity. (I check it daily). I would not reach out to this company regarding the new fence that they did not install. For him to insinuate that is offensive and preposterous. I would have reached out to them within the warranty period of the back fence had I known that they moved a sprinkler to the neighbor's property, but it was impossible for me to detect that once the fence was put up because I don't have access to my neighbor's property. It was only when I called for a sprinkler estimate and they techs were checking the back section of my property that they advised me of the issue with the sprinkler that was moved when Paramount installed the fence pole in that section. The fence installer didn't even remove the old fence poles, and had he done that, he wouldn't have had to bust up and move my sprinkler. For the record, I used another company for the 3rd section of the fence because I obtained 5 estimates and Paramount's was $500 over the highest of the estimates even though all the companies were experiencing wood shortages at the time. I understand that people are busy, but sometime within 2019 and 2021, I should have received a visit with a heads up beforehand, so that I could open the gate for them. That is not much to ask. Reaching out to the BBB is a reasonable action after being ignored/forgotten for so long. I reached out to them and let them know that I really didn't want to have to put in a complaint with the BBB and BECAUSE I wanted to give them the opportunity to make things right after reaching out to them in various ways (email, text, phone). That is not a threat but a courtesy. I was giving them another opportunity to make things right. Thank you. Business Response /* (4000, 9, 2021/11/13) */ We appreciate the customer's perspective and thank her for her response. FOR THE PURPOSE OF CLARITY: As previously stated, Paramount Fencing will be more than happy to assist the customer in fixing the gate at no charge, move any sprinkler, and remove any posts so long as those items are located within the confines of her property. Paramount Fencing only requests two simple conditions: First, the customer must recognize that Paramount Fencing only offers a 360-day craftsmanship warranty, not endless free gate adjustments. Second, the customer must acknowledge that the original work occurred in 2015 and 2017. She must also understand that even if she contacted Paramount Fencing two years ago (2019), the craftsmanship warranty on the gate expired in 2016. We encourage the customer to read Paragraph 8 of the Terms and Conditions listed on the contract, which states: "The Customer understands that in no way does Paramount Fencing, Inc. offer any warranty on the materials. All materials warranties are as specified by the manufacturer. Paramount fencing does, however, offer a one-year (365 Days) craftsmanship warranty on all Standard and Custom Fence installations and five years (1825 Day) warranty on all Signature Fence and Both craftsmanship warranty start the date of the final invoice." Next, we encourage the customer to read Paragraph 15 of the terms and conditions, which states: "Paramount Fencing, Inc is not responsible for broken sprinkler lines or any part of a sprinkler system that arises from the installation of the proposed fence. Should damage occur such as a cut line, our crews will repair the break, but Paramount Fencing, Inc. is in no way responsible for reimbursing the customer for restoring the sprinkler system to working conditions." Last--we encourage the customer to realize we cannot, nor would we ever, guarantee an exacted time given the shortage caused during the pandemic. NOW--FOR THE PURPOSE OF CLARITY: As previously stated, Paramount Fencing will be more than happy to assist the customer in fixing the gate at no charge, move any sprinkler, and remove any posts so long as those items are located within the confines of her property. We encourage the customer from this point forward to contact Paramount Fencing directly. We wish the customer the best regardless...

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