ComplaintsforExpert Fence Company
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Complaint Details
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Initial Complaint
08/30/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Buyer Beware We hired Expert Fence Co. in Orchard Park to install a 6ft wood privacy fence. We were very dissatisfied with the installation, as there were noticeable gaps between each of the panels, failing to install them flush, as is the standard. We contacted the owner Jeff Anger, who came out. As I expressed our valid concern, he quickly became defensive and unwilling to listen, let alone attempt to resolve. He refused to view what I wanted to show him on my phone. Jeff adamantly denied that his team would install the panels with gaps, (even with seeing the nearly 1/4 inch gaps in our fence) adding that they know to install them flush. In my attempts to reasonably discuss, Jeff used bully tactics, was arrogant, spoke in an agitated tone to avoid any further discussion in correcting the fence and abruptly left. A horrible and unacceptable way to treat a customer.Business response
09/16/2022
As a well respected business, with thousands of satisfied customers, that has been doing fences in the WNY area since 1956, this is our first complaint regarding the shrinkage of boards on a pressure treated wood fence. In our contract it states that there is no guarantee on warping, shrinking, and checking of wood. This is because when pressure treated wood dries, it shrinks and that is unfortunately out of our hands. As much as we would love for all of the fences that we install to turn out perfectly, we do not make the wood and that aspect of the process is unfortunate but not in our control. All wooden privacy fences are built tight, it is nearly impossible to install them with gaps. We take pride in all of our jobs and want to make sure every customer is left satisfied with their purchase and in their interactions with our company. When being accused of wrong doing in something that you pride yourself in, and have been doing for so long, it is only natural to become defensive. We’ve learned that in some cases it is best to walk away from a situation than to escalate matters by continuing to argue about an issue that is clearly not going to be resolved in that moment. We sincerely regret that it has come to this and our company has not lived up to its expectations.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.