ComplaintsforAmerican Fence and Railing LLC

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2022 I purchased a fence from American fence and railing LLC. When we got the quote for the fence, they insured us that the fence has a lifetime warranty on labor and material. They even included " Lifetime Warranty" on the paperwork we signed for the fence (see attachment). Moving forward. On June 27, 2023 our fence was damaged from a storm. I called the company to let them know about the damage because of our lifetime warranty and the owner told me "That's not our problem" and "they don't offer warranties". Per the contract they are not owning up to the lifetime warranty and i would like them to be held accountable and fix my section of fence that was damaged.

  

  Business response

  06/28/2023

  ***** called the office and told me about the storm that came through and broke a tree branch near the back of the yard and it fell on the fence. We discussed the Lifetime warranty on the fence and that it did not  cover a tree falling on the fence. Nobody ever said anything rude like that’s not our problem or anything of the sort. It was discussed at the time of the phone conversation that calling your home owners insurance would be the way to go for the particular situation that they are dealing with at the moment. 
  Sincerely

  *** *******/GM

  Customer response

  07/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: 

  The issue is not whether you will cover the broken fence or not any-longer. Now the issue is the fact that your sales manager ***** ****** is lying to get business. Bait and switch. This is illegal. Not only were we lied to, but each neighbor on both sides of us was lied to as well. 
  The lifetime unlimited warranty was the key selling point for us, as we paid several thousands more than others in our neighborhood. We decided to go with ********, despite being significantly more expensive, due to this fact. It made it worth it to us. Lying is not a good look. We will continue to spread the word amongst our military community, the community pages, and others asking for recommendations. Stay far away from this lying disrespectful company. 
  Frauds  

  Regards,

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

  

  Business response

  07/06/2023

  Sorry that there was some misunderstanding with the warranty on the products and installation of your fence but there is no such thing as a unconditional Warranty from the material companies or any fence company. Our Lifetime warranty would cover all standard defects in materials and installation from common weather situations that ******* standardly incurs. Also as common practice of warranty work that would need to be done there would never be a warranty of any kind no matter what the product that would warranty a tree falling from a neighboring property that would somehow make the manufacturer or installer of said materials liable for the damage, that’s what we have homeowners insurance for. When we purchase a new home it comes with a warranty on everything but you can’t call the builder and hold them responsible for a tree that fell on the house and expect them to come and fix it as part of the warranty, you would call your homeowners insurance to handle it. That being said I’m very sorry that a tree has fallen on your fence, we are available to get you an estimate for the repairs on your fence if you want to email a picture to the office and get you fixed up as soon as the material comes available.

  Sincerely

  *** ********GM

  Customer response

  07/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Inclement weather caused damage to the fence. It was not a misunderstanding, we were told misinformation causing by your companies salesman. 
  

  You should honor what was told to not only us, but our neighbors on each side and across the street as well. ********* ******, and **** all attest to being told the same thing we were. Again, this was the deciding factor in choosing  your company over the others. We were told no other offers a warranty like this. 
  
  They have all called the company to address the lies that we’re told in order for us to sign contract with your company who charged significantly more for the same product as other local companies. 
  
  Inclement weather damaged our fence. There was a horrible storm that day. We have camera footage. You cannot morally tell us that the fence is covered for weather, and then also tell us you will not cover our fence after promising the unlimited warranty under any circumstance. 

  Recommended solutions: Honor the inclement weather policy in the warranty OR Honor what your salesman disclosed to use about the warranty and fix the 4 foot section of fence and we will be willing to sign a revised contract outlining the correct warranty.

  Regards,

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

  

  Business response

  07/07/2023

  Sorry that there was some misunderstanding with the warranty on the products and installation of your fence but there is no such thing as a unconditional Warranty from the material companies or any fence company. Our Lifetime warranty would cover all standard defects in materials and installation from common weather situations that ******* standardly incurs. Also as common practice of warranty work that would need to be done there would never be a warranty of any kind no matter what the product that would warranty a tree falling from a neighboring property that would somehow make the manufacturer or installer of said materials liable for the damage, that’s what we have homeowners insurance for. When we purchase a new home it comes with a warranty on everything but you can’t call the builder and hold them responsible for a tree that fell on the house and expect them to come and fix it as part of the warranty, you would call your homeowners insurance to handle it. That being said I’m very sorry that a tree has fallen on your fence, we are available to get you an estimate for the repairs on your fence if you want to email a picture to the office and get you fixed up as soon as the material comes available.
  Sincerely
  *** *******/GM

• Initial Complaint

  12/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 10/24/2022 I wrote a check to American Fence & Railing, LLC for $2,750.00 as a 50% deposit for the installation of a fence in my backyard. I handed the check to the company’s sales manager ***** ******, after signing the contract. The contract indicates that the deposit was paid by check and the contract was initialed by *** ******. On 10/27/2022 the funds were withdrawn from my checking account. On or about 10/29/22 *** ****** called me and asked me to write him another check since he had misplaced the check. I informed *** ****** that the check had already been deposited and the funds had cleared my checking account. Had *** ****** notified me timely of the missing check I could have issued a stop payment. He then stated that he would contact his office in case he had already submitted the check to his office. His office informed him that he never submitted the check with his paperwork. *** ****** then concluded that he must have lost the check and that someone had fraudulently deposited it. American Fence & Railing is refusing to install the fence until we provide them with another $2,750 deposit.

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