ComplaintsforButler Fence Co., Inc.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/25/21, I was given a contract that covered the removal of a 3 foot fence in my backyard and replaced with a 100 feet long and 3 feet high fence. That was done satisfactorily. Also in the contract were repairs to my 4 foot fence in my front yard. The contract specifies "Replace (3) 2x 4x8 hemlock top rails and reattach Panels". Instead of replacing the top rail, they took the easy way out and reinforced it with another rail. My front fence now looks like a junky homemade fence. The project cost $4,788 and they want me to pay more to do what was specified in the contract already. The problem was with Nick A***** who did the estimate. When he came to see me today, he admitted there was "more rot" than he realized.

  Business response

  10/21/2021

  Regarding the complaint from Ms. *****, please find attached documentation regarding original quote and actual invoice.The original contract was for a $1200 repair and a $3588 complete replacement.  The total of the two projects equals $4788 (+ tax/$383.04) = $5171.04.Ms. ***** paid the 30% required deposit of exactly $1551.31 on 6/30/21.Because Ms. ***** states she is satisfied with the $3588 portion (3' tall/100') as was stated in her letter, I will not bother to breakdown that project.The $1200 repair is broken into three parts (posts/rails/caps); of which Ms. ***** is complaining about one of the three portions, the (3) rails.$1200 repair, as highlighted on 6/25/21 quote reads as follows:  Dig Out and Replace (2) 4x4x8 Posts.  Replace (3) 2x4x8 Hemlock Top Rails and reattach panels. Install (13) new 4x4 pyramid caps.Pricing on the above as follows:Replace (2) 4x4x8 posts @ $345.00 each= $690.00.Replace (3) Hemlock 2x4x8 Top rails @ $40.00 each= $120.00.Install (13) New 4x4 Pyramid Caps @ $30.00 each= $390.00.Total $1200. (+ tax).Regarding the replacement of (3)2x4x8 Hemlock rails, as our installer approached that part of the repair, it was discovered that the attached 1x4 pickets were rotted as well, leaving nowhere for our him to nail.  It was determined the best option for the customer was to add the 2x4 underneath the existing rail, and re-nail loose pickets to new rail. We actually installed (4) such rails, one more than quote was for, and replaced a few 1x4 pickets as well.Our sales representative scheduled a time to meet with Ms. ***** upon hearing of her displeasure.  Unfortunately his efforts were for naught.The fact is we didn't skimp on either the 100' of 3' which the customer liked, nor the repairs.  The fact the 3' area had to be completely replaced may give you an idea of the shape of the 4' picket fence which sits 5' from the road.  Perhaps our sales person should have examined the pickets better to determine the shape they were in and therefore adding to the cost of this repair, but our installer seriously did a great job putting Ms. *****' fence back together.Finally, to help alleviate the customers dismay with the 4-2x4's, we waived tax from our final bill (see attached).  So in reality the customer did not even pay for the 2x4's in question($120)..and in fact received an additional $263 off of the final bill.I hope this puts this entire project into better perspective.

  Business response

  02/17/2022

  Per our recent discussion, cost to replace “top” 2x4 with new Hemlock rail, then remove recently installed “support” rail would be $117 per section, and that includes re-installing existing Hemlock 1x6 pickets. To 100% replace existing 4x8 ‘scalloped cut’ Hemlock wood picket fencing on existing 4x4 posts would be $139 per panel (materials/labor) plus 8% tax. Honestly it makes more financial sense to just replace the panels themselves in their entirety (recently quoted at $139 + tax). Contact me with any questions. Sincerely, Rick A*****Butler Fence Co., Inc.

  Customer response

  02/22/2022

  The root cause of my complaint has not been addressed: a signed contract was illegally altered by the Company and I was not aware of the alteration until the work was completed. We will never come to an agreement over this job and, as I am still recovering from cancer treatment, I have no intention of going to small claims court. I did think it was unnecessary to give me a quote for something that should have been done when you were here in October. How spiteful, as if I'd ever trust you again.

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