ComplaintsforInvisible Fence of Upstate NY

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called in June and scheduled an appt to fix my invisible fence. They came out on July 9th and repaired the break but didn't bury the wires. They set another appointment for July 16th to bury them and canceled that to wait for national fuel to flag rescheduled for July 23rd a repair guy named Ryan came out I checked the fence to make sure that the calories were working properly before it was buried and they were he ended up taking the wire off of my back fence and not burning the wire Then told me that he had four other customers and couldn’t do anything more for me left me with a fence not working. did call and talk to Cheryl the general manager and a person named Joe they pretty much were telling me that I was a liar and she kept repeating that I called on the 18th which I did on that day it was to verify that they were going to fix any breaks prior to them Burying it. since they were the ones that left it along loosely on the ground instead of buried and my dogs could get into the corner and scratch at it. They charged me $140 to fix it. it was fixed until July 23rd when Ryan Took the wire from my back fence and replaced it which he was not asked to do. When I spoke to someone named Joe and Cheryl the GM the only resolution they were offering me was that they would have someone to call me with an estimate on how much it would be to replace The entire fence. Which is approximately $1700-$2000 I kept on telling her that my fence was working prior to him touching it she said it was not. It has issues to me it’s basically telling me That I’m lying. she also kept telling me that the company that they bought was not doing things properly and that they are not that company and they shouldn’t have been touching my stuff to begin with but did I explain to her the fact of the matter is that they did and now I went from a working fence to a nonworking fence that should be their responsibility to fix it since they broke it and I paid for it To be fixed, to begin with.

  Business response

  07/26/2022

  The customer does not have an Invisible Fence Brand Product.  The system they have is competitive system (******* Brand) that they purchased years ago by another dealer in the area who was selling other brands of fence.  Invisible Fence acquired the area in 2/21 and our Company policy is we do not service competitive systems.  Apparently, the customer called saying she needed service on her system 7/8, but she did not mention that it was another brand system.  Our tech did go out and repair a wire break on 7/9 and was able to restore service temporarily at that time.  However, he was not able to check the equipment because he was not familiar with this other brand.  Customer then called 24 hours later upset that we did not bury the line that was repaired by the fence area.  We offered her a no charge courtesy visit to bury the line on 7/23.  Prior to the service appointment to bury the wire on the 23rd ****** called on the 18th and said her fence is not working and she wanted us to flag her property.  I called her the night prior to the service appointment on the 23rd to clarify we do not work on competitive equipment but would come out as a courtesy to bury the line that was exposed. I was very clear that we may NOT be able to get her fence up and running due to equipment and wire issues.  ****** told me, the field operation manager and the technician that the fence would work intermittently and has to be rebooted periodically and her husband would have to "tap" on the wire to get it to work. The technician noted areas of wire on her property that were spliced and not repaired properly allowing corrosion to develop.  The customer has widespread wire damage, corrosion on her property and her equipment may be faulty which is causing problems.  We offered her an upgrade price to Invisible Fence Brand equipment (lifetime warranty) and a price to rewire her property in which she declined.  Invisible Fence did not break her system and tried to assist but without a rewire and upgrading to Invisible Fence equipment there is nothing we can do.  

  Customer response

  08/12/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Here are some pictures you asked for. This is the problem corner; as you can see, when the dogs run through here, they get tripped up in the wires. All he had to do was bury it. I told him he could bury it in front of the landscape stones Thinking it would be easier obviously, less work since that's where he left the new wire. You can see the black post on the wire in front of thered fence by the stone. That's where he left the new wire. Not far from the corner it was supposed to be buried in.  Regards, ****** *****

  Business response

  08/19/2022

  The cost of a re-wire increased 8/1 from $750.00 to $850.00. We went out initially on 7/9/22 to repair a break in the wire not knowing that it was another brand system.  It was against Company policy but since our tech was there he fixed the wire despite it being another Brand system.We sent a tech out from Rochester NY to Buffalo NY on 7/23 to “bury” wire per customer request that the tech prior had left some wire exposed.  The fence was not operational at this time but tech as a good faith effort replaced about 50-75 feet of wire at no charge but fence was still not operational.  The wire was too damaged to repair without entire replacement.

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