ComplaintsforFour Paws Fence L.C.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an in-ground fence installed November. The company has been out several times because the fence has been working improperly. They came out ago last Thursday and found that the equipment they in not working properly. They are trying to replace it, but unsure when they can. I am currently walking my dog in my backyard on a leash because they keep running off because the fence is not working properly. I am in fear that they will get hit by a car or get scared and bite a stranger. I spend nearly 2000 on a product that does not work and I am tired of dealing with the company. Every time they come out I have to take time off work. At this point I have a fence that does not work and two dogs that cannot go out in my yard unless they are on a leash. I have sent several emails and made many phone calls. I sent an email last Thursday wanting a refund since my product does not work. The owner denied my request and has not replied to my last email I sent later on that evening (late Thursday night). I am seeking a refund because this product still is working improperly and they have been out on several occasions. I can supply emails and receipts. I was unaware that I needed to upload them so I can add them later. I will get the receipt saved, please let me know where I can add that later.

  Business response

  05/02/2022

   

  Ms. ****,

   

  We have done everything we could for you since installing your fence.  Currently we were in the process of honoring the manufacturer's warranty (by replacing the electronics) when you asked for a refund.  

  The installation of the wire has been tested and verified to be working perfectly. We do not offer refunds for our fence systems, we offer consultations, training, and support for you and your pet.

  The equipment we sold you functioned for many months, in fact you liked it well enough to purchase additional equipment.

   

  I offered to replace the equipment at no charge to you, if you still want a refund all I can do is the purchase price of the equipment you bought from us.

   

  I am very sorry for your inconvenience - I hope that you work with us to make the system work once again.

   

  Four Paws FEnce

  Customer response

  05/02/2022

  [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 as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *** ****

  
  

  The information he has submitted is incorrect.  The fence wasn't even installed until Nov. 22nd.  I have voice messages that were returned by their company and emails between Nov and Jan where I had to call and leave messages or send emails because the system wasn't working correctly.  Also he has not given any dollar amount that he is willing to offer at this point.  

  
  

  Thank you

  Business response

  05/13/2022

   

  Ms. ****,

   

  We are continuing to try to work with you to resolve your complaint and to see that everything works properly.  I am (and have been) out of the office for my son's college graduation.  I continue to follow the correspondence between the office and you.  I am prepared to help any way that I can.

   

  Again, I'm so sorry for your difficulties and inconveniences,

   

  *****

  Customer response

  06/01/2022

  This is a generic statement.  I will take the the refund as he stated in the an earlier response:
  
  Thank you
  
  Ms. ****,
  
   
  
  At the present time we are still willing to work with you to replace the fence equipment installed at your house.  Should this not be acceptable, I will extend the opportunity for you to return the transmitter, receiver collar, remote trainer and all accessories that we sold you for their purchase price.  

  Business response

  06/01/2022

  BBB

  Due to the nature of our product and service, refunds are not an option.  This is because the products we sell require the customer to train their dog(s) and to re-enforce the training going forward.  When the customer purchases the product and service, we give them a sales agreement that details the equipment warranty is handled by the company that manufactured it and we maintain the wire (which is subject to costs associated with wire breaks and other natural issues - ie: erosion & moles).

  We have agreed to swap out the customers equipment to replace questionable components that they purchased from us and to provide a refresher training session and to mark (flag) the yard boundaries.  Due to the customer's availability and weather issues (storms) the date for the equipment swap and training has been pushed back. We even offered to perform this service on a weekend.  Now the customer is again pushing for a refund without allowing for us to provide the services agreed to in her complaint.

  Attached please find the sales agreement sent to Ms **** at the time the deposit was paid and before the November 22 install.

  Four Paws Fence

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