ComplaintsforColonial Fence Co. Inc.

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction was 8/13/2021. The amount of money paid to the business was $713.70. I purchased a final sale lantern head(******* lights ****-VE ********** -verde) which cost $159.95. Ordered a ALP-1S **************************** lantern which was$ ****** and lantern post installation labor costing ******. I was told work would begin in 4 to 6 weeks. Was charged the total cost of $713.70 on 8/13/2021. (tax I was charged was $28.75)I was told the lantern head needed to be removed, the electrical plug to be removed and the electrical cord disconnected from the old existing post, befroe the installer came. Since it was 5 weeks to the day, 9/17/21 and two prior phone calls were not connected to a live person, I drove down to inquire when installtion would begin. Not only was I treated very rudly by the sales woman who took my order, she was very condescending. I never should have allowed myself to be treated in this manner and never should have given this company my business.

  

  Business response

  09/21/2021

  This customer came into our showroom on 8/13 - the rep was more then polite spending anywhere from 45 mins - 1hr assisting her with the purchase of (1) light post and a discontinued light which matched her existing (just a diff color) which she was very particular about.  Not only did the sales person go out of her way in the showroom but upon request was asked to bring the light outside in the 90 degree summer heat so she could show the customer how it would look (again same light as her existing just a different color) which she did in the blazing 90 degree heat only for the customer to ask "can you hold it higher" with a roll of the eyes. All questions were answered and she was informed we were 4-6 weeks out on installation and that we could call her the night before to confirm but that she should disconnect the existing light and any outlets from the existing post. Fast forward (4) weeks, 2 calls were made by the customer to the office however no message was ever left for us. The customer drove down to ********************** @ 9:15 on 9/17 (15 minutes after she called and left no message) and appeared very agitated already - she asked when her installation would be and we informed her it was scheduled for the next day 9/18 weather permitting and that we would confirm with her later in the day after we get status from our ********* on the current days job(s). This did not satisfy her so we just kept reiterating in the construction business its day-by-day and again suggested she just take the light off her post to which she rolled her eyes again.  She left, then came back in and asked "will my post be set at the same height as it is outside" and we informed her that "no, it will be set to the height of your existing post per your request".  She starts going off on our policies, that our store won't be open during the installation which she finds issue with, etc., etc.  At that point, it was obvious that the best thing to do would be to refund her money - we informed her that we would be issuing a refund via check and that we would not be doing her post installation. She yelled "I better get my $ back!" and left. 

  Customer response

  09/22/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Customer response

  09/23/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The lantern head type is the same, just a different color, as what I currently have. The post which I was purchasing at the time from Colonial Fence was different from my existing post. I did ask ************************* to hold up the lantern head to the post they had on display outside. I wanted to make sure the lantern head was the right proportion to the post.  ******* clearly did not want to be out in the  heat. I never rolled my eyes.
  
  It was exactly 5 weeks to the day when I returned to the store to inquire when my post would be installed. At approximately 9:20 a.m., ******* was entering the store the same time I arrived. Two prior phone calls were made during open business hours, but were not answered and no messages were left. On 8/13/21. everything was paid in full via credit card, the total was 713.70.
  
  I was told by ******* to have the lantern head disconnected, the existing plug taken off and the electrical wire disconnected from the old lantern before their installer would come out to install the new post.  That is very hard to coordinate with my electrician when I was told installation would happen the next day, weather permitting.  One day and weather permitting is very difficult to line up an electrician, Weather permitting, the installation was suppose to take place on Saturday, 9/18/21.  Once the installation was completed, I would need to have the electrician come back out to reconnect the wire which I was told would be left at the top of the post.
  
  Their posted hours show that they are closed on the weekends.  I was driving back home, when I realized this and returned back to the store, When I questioned ******* about this, she said the installers do install when the office is closed.  I never rolled my eyes, as accused by ******* a second time.
  
  In regards to asking the question, about the height of my post, neither the height or width of the post was written on the purchase order.  Again, I was concerned about the height and wanted to make sure it would be the height as was displayed on their outside model.  I was never told prior to this that it would be set to my existing post height, which was fine with me.
  
  Because ******* was very short tempered, I asked to speak to a manager. A second person came and said to leave the store. I told this second person that ******* was being rude to me.  A third person came and again told me to leave the store. This third person said I would receive a cancellation from my check. I never paid by check.
  
  Later that  day, I filed a complaint with the BBB and I called my credit card company to dispute the charge of the lantern post, the tax on the post and the cost of the installation. The amount of $543.75 needed to be refunded to me.
  
  The credit card compamy was issusing the wrong dispute amount.  They said the dispute amount was $169.95. This amount was for the lantern head ($159.95 plus $10.00 tax. for the lantern head).  I am keeping the lantern head as it was a final sale and could not be returned.  The correct amount to be refunded is $543.75. (This amount is for the post, remaining tax and installation.) The credit card company has been notified of their mistake and I am waiting for the $543.75 to be returned to me. 

  

  Business response

  09/23/2021

  If this customer does not want a check sent to her for her reimbursement that is OK (she did not pay by check we indicated we would mail a check to her home for the reimbursement), we are happy to refund the $543.75 via her credit card. Either way, we planned to refund the money please just let us know what course of action we should take. 

  Customer response

  09/24/2021

  Hello,
  Per the business response, I want to be refunded the $543.75 that was charged my credit card.
  
  Thank you,
  *****************************

  Customer response

  09/24/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

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