Business ProfileforWillhoite Fence and Landscaping

We had Willhoite Fence Service, Inc. install a Ultra Aluminum Ornamental Fence. Totally bad experience. Contracted in March, arrived one day in May to install with a 30-minute notice they were coming. Subcontracted to a firm that made many errors from 14 broke off screws, left broken off screws in the fence so you couldn't tell they were broken. These screws attached the fence to the fence post. Ran out of correct fencing in one section and we substituted something else because we just wanted them out of here. This last section has no concrete in the post hole. They did not do any cleanup and said we did not specify in the contract we wanted them to clean up. After contacting Jake Fryman about our issues, he had them come out and clear their concrete which they threw under our bushes to hide. They didn't wipe the fence down either after they were done. We recently washed our fence down and discovered the loose post and all the broken screws. They also left no clearance under the fence for trimming and came back with an electric hack saw. Horrible experience from start to finish.

09/27/2021

Good morning,
I would like to thank you for your patience in awaiting my reply as we have had some personnel changes and some scheduling difficulties with respect to quarantining. I would like to address Mr. B******s complaint at this time.

Mr. B***** placed a 50% deposit on February 26. The order was placed with Ultra and the manufacturer confirmed the material order and set a temporary build date on March 11, 2021. At that time, lead time was 8-10 weeks on material deliveries; unfortunately, we have no control over the manufacturer or the plant the aluminum comes from in Michigan. Sadly, they also have been affected by staff shortages due to the pandemic. It was in that same period that I sent Mr. B***** a letter explaining how the process would work. In that letter I did tell him that he would get a call 24-48 hours prior to our arrival. I have no way of knowing if there was a missed call or a misdialed number in that time frame, but the installer did make a second call while enroute to the homeowner's property on the day of installation, which was the first week of May.

There was a challenge with regards to some of the material. While that is not ideal for us during installation, we did provide a solution that was agreeable with the homeowner at that time and proceeded with the project.

Regarding the clean-up, there is a line item on our contracts specifying cleaning up and hauling away debris. That is because often people prefer to keep the dirt that is removed to dig holes for the posts. That line item was not selected or paid for. If there was some miscommunication regarding taking other trash and that was left, I sincerely apologized for that. To the best of my knowledge, the crew did go back and make the corrections.

We were not made aware of all of the frustration Mr. B***** was experiencing during the installation process. Upon completion of the project Mr. B***** signed a standard satisfaction statement presented to all of our customers upon completion. (I can provide that form if you feel you would benefit from including that with the file.) If I had been aware he was uncomfortable with any part of the process while it was going on, I would have run interference during the installation and stopped the project in an effort to seek out an agreeable solution.

Again, I apologize if Mr. B***** is disappointed with Willhoite Fence Co. We employ skilled and talented craftsman and we build beautiful fences, meeting the standards the Willhoite family has set for over 50 years in the Dayton area. We strive to be sure that all our customers are pleased with the level of workmanship and quality product we provide.

Kind regards,
Willhoite Fence Co.

Willhoite fence company did't state the facts correctly. I contacted them on three different occasions about installation issues. i called Jake F*****(our sales person) about installation issues. i also called and talked to there customer service person. he finally came out and agreed there were some issues. they sent the same install crew out to resolve mess issues and mud and dirt on the ornamental fence.they only showed up with 3 baby wipes to clean a 15x70 fence. there timeliness to get back to us was also not very good. in there response letter they did not address 14 broken off screws which they hid by leaving them in the hole. Also did not address not concreting a post in the last section. i hold Willhoite responsible for screening there sub contracting crews they hire. There Reputation is only as good as the work that you perform.