ComplaintsforFence King

• Initial Complaint

  09/10/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contacted Fence King on Friday, September 3rd. Specifically asked if they had capacity to quote and build a fence in a timely manner. Didnt want to pay a hundred dollars for a quote if they couldnt build the fence. They stated yes they could build the fence, 1 to 2 weeks, but they then delayed the quote for almost a week and the delay built to 5 to 6 weeks solely because they couldnt provide the quote timely. Delay wouldve been understandable except they took the hundred dollars under false pretenses knowing they couldnt fulfill their promise.

  Business response

  09/12/2021

  Friday 9/3/21, Potential customer contacted us. Please keep in mind this is just 5 days after Hurricane *** hit our area and we are getting ******* phone calls a day.

  Saturday 9/4/218:19am the potential customer agreed to the $100 non-refundable estimate fee and responded with the following via text, "The $100 estimate fee isn't an issue, but what's the backlog if I accept the proposal and want the fence replaced? When could the work be done?"

  8:27am we responded via text with, "Currently we are two weeks out on our calendar. Customers are signing on daily though, so this could change."

  8:29am potential customer responded via text with, "Ok, Let's start with a proposal (along with their name and address)"

  3:28pm we arrived at their residence, collected the information needed to supply an estimate.

   

  Sunday 9/5/21

  We are closed

   

  Monday 9/6/21

  Labor day - We are closed

   

  Thursday 9/9/21

  5:56pm potential customers proposal was emailed which include the following verbiage in the customer notes, "********************* IS APPROXIMATELY 5-6 WEEKS OUT AT THIS TIME***"

   

  Please keep in mind at the time we had already had 4 days of doing estimates and at the time of the potential customers estimate, we had several of those estimates/proposals that were in the Contract process but had not officially signed on yet, so therefore we can't count them as sold jobs. Hence why we responded to potential customers question about a timeframe with, "Currently we are two weeks out on our calendar. Customers are signing on daily though, so this could change." We never had a "Contract" to do work within this time period, therefore it's not a "Contract" issue as potential customer applied to in their complaint.

   

  In response to the time-lapse between actually doing the estimate and potential customer receiving their proposal, 2 of those days were a Sunday and a Holiday, which we gave our team members off so they could tend to their own homes to clean up because of the storm since they were working just 2 days after the hurricane hit. Therefore, the potential customer received their estimate in just 3 business days.

  Customer response

  09/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

  same excuse the business gave prior, they appear to be looking for empathy because they got hit by the same storm everyone else got hit by.   They didnt appear to have the capacity to actually turn the quote around in a timely manner and they dont appear to have the capacity to actually perform the work in a timely manner.  No one forced them to go around collecting money for work that they dont appear to be able to perform in a timely manner.

  the Correct response wouldve been to say sorry, we cant do a proposal or take your money because we dont have the people, but instead they rook a hundred dollars knowing full well they couldnt execute the agreement timely

  
  Regards,
  
  *************************
  
   

  
  

  Business response

  09/13/2021

  We specifically told the customer that we were 2 weeks out on our calendar and it was changing "Daily". After 3 business days we supplied the potential customer with a proposal and the start date did changed, just like we stated in out text, " DAILY", and they still wanted to proceeded because they respond with "Ok let's start with a proposal..."

*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. ↩