ComplaintsforRager Fencing & Lawn Care, LLC

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attached word doc with timeline and pictures. SEE Last photos was well. Fence is already becoming damaged. Fence was placed on opposites of yard. The pickets or paneled sides are not matching. This what stated to make sides match. Owner assured me he would correct this misunderstanding. Website states customer satisfaction guaranteed. SEE Supporting documents***

  Business response

  06/27/2023

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

  In regards to complaint ID-********* estimates are normally sent in late afternoon as jobs are being worked on during the day. Due to mother-nature, rain puts a halt on production, as we are not able to work in downpour for safety of our employees. As for the quality of the wood, we go links to ensure that our customers are receiving the best quality wood; if that means that we travel to other locations then that is what we do (even if customers give recommendations, we look into the recommendation but use our expert opinions to make decisions on the quality of wood). We are sorry if this puts a delay on our start times, as our assurity is quality wood. However, we always advise our customers to stain their fence properly within a month to ensure quality remains, as wood ages quickly. We built the fence to the customers liking, until her mother/sister came by and started pointing out what ‘they’ would have done different, once the fence was ¾ completed the customer asked for a completely different build on a fence but wanted the fence completed, so it was finished. Once completed customer stated that we are to re-do the fence to her liking, but that we advised that it would be additional cost to her, customer became very upset raising her voice, demanding that we fix it and it be completed by a specific date; however, our fence crews are backed up due to wind storm and having a list of fences to be completed, customer would have to be on a wait list. We would not mind to build the customer a new fence, at the customers cost.

  Business response

  06/27/2023

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

  In regards to complaint ID-********, estimates are normally sent in late afternoon as jobs are being worked on during the day. Due to mother-nature, rain puts a halt on production, as we are not able to work in downpour for safety of our employees. As for the quality of the wood, we go links to ensure that our customers are receiving the best quality wood; if that means that we travel to other locations then that is what we do (even if customers give recommendations, we look into the recommendation but use our expert opinions to make decisions on the quality of wood). We are sorry if this puts a delay on our start times, as our assurity is quality wood. However, we always advise our customers to stain their fence properly within a month to ensure quality remains, as wood ages quickly. We built the fence to the customers liking, until her mother/sister came by and started pointing out what ‘they’ would have done different, once the fence was ¾ completed the customer asked for a completely different build on a fence but wanted the fence completed, so it was finished. Once completed customer stated that we are to re-do the fence to her liking, but that we advised that it would be additional cost to her, customer became very upset raising her voice, demanding that we fix it and it be completed by a specific date; however, our fence crews are backed up due to wind storm and having a list of fences to be completed, customer would have to be on a wait list. We would not mind to build the customer a new fence, at the customers cost.

  Customer response

  07/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  This is does resolve the issue. **** was paid the full estimated amount for this job, therefore, has no grievance against me.  The issue still remains, I came home from work, I saw my fences did not match as previously discussed in person. I told **** I really wanted the sides of my fences to match, and he still insisted I pay for the work completed that day. He said, “I will make this right.” **** said he would put the solution/compromise in a written, signed agreement before leaving from job. I said it was okay, relying on his word. I am just trying to resolve the issue that I paid for a fence that doesn’t match according to my desires and what we agreed to. I was tearfully upset, but never raised my voice in the interaction with **** and his two workers. Nor did my “mother/sister” come by the house. It was a co-worker riding her bike in the area. The conversation held between **** and I, then a few minutes later, joined by his two workers occurred before my co-worker biked to my home. These are inaccurate statements. I am just attempting to find a resolution to this problem because I spent a lot of money on this fence, after years of saving and it is not high quality and was not assembled according to my satisfaction as promised on his professional website. 
  
  Sincerely,
  
  **** ******

*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. ↩