ComplaintsforShannon Fence

• Initial Complaint

  05/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have had multiple issue with this company regarding the installation of our fence and the agreed maintenance that is part of the contract we signed. We had a warped gate post that in total took 3 months to replace after coming out and trying to fix it with a mallet and extra rocks before they finally replaced the entire post. The opposite post gate also had issues and took three weeks before they were able to come out. This was only because we called multiple times to get an update on if they were coming or not. We called to discuss this issue further and the former owner of the company (who still works there) told us we were "low priority" because this was "free" work and that we were too far away from their headquarters. If they are not able to provide us the same service as those close to them they should not travel this far to install a fence. Their isn't a timeline promised in their agreement, but feel like our issues are being ignored so they can focus on business that brings them in more money. Preferably we'd just like a partial refund and to never talk to this company again.

  Business response

  05/23/2023

  Mr & Mrs ***** purchased a Treated Wood Fence from us in April, 2022.
  Total Footage 222' including (1) 4' Wide Walk Gate.  Total Cost: $9,310.00.
  
  During the contract signing process the *****s were given a company flow
  chart which walks them through a check list of line items.  The line items cover
  a wide range of items but mostly informs them of what we are & are not responsible
  for when it comes to the installation of their fence.  Particularly private underground
  utilities or water irrigation lines because there is no way for us to know what is
  underground other than items specifically marked / located by Ohio Utilites Protection
  Services.  After reviewing the flow chart with the customer they are asked to sign the page to
  acknowledge they have been informed. 
  Unfortunately, on the *****s project we did cut through a private line.  We didn't know
  it at the time it happened.  But once we were made aware of it, as a nice gesture we did
  fix it for them.  Mrs ***** admitted to knowing we weren't responsible yet she accused
  us of being harsh and unsympathetic as to the manner in which we talked with her
  regarding the cut line.  She has also accused of us knowing we hit the line without telling
  them, as if we were hiding something.  Even though Mrs ***** didn't bring this up in
  her complaint, this is one of her grievances which she has posted on many
  negative reviews across multiple reporting platforms and it offers a background to 
  this complaint.  I felt this information was relevant as sets a precedent as to a customer
  so determined to be "right" that even when it's written in black and white and we had 
  no obligation to fix the line, it wasn't enough and had to post multiple negative reviews.
  
  Moving on to their complaint/s:
  One of the inherent issues that comes with purchasing a treated wood fence is the "potential"
  of warping.  This includes the vertical boards, horizontal rails, posts & gates. This is one,
  if not the only, negative to purchasing this type of fence.  Regardless of the warping a treated
  wood fence still has a life expectancy of approximately 20-25 years. To help combat this potential
  dilemma for our customers we give, at no extra charge or extra mark up on the project, all of
  our customers a lifetime maintenance agreement.  The agreement covers both materials
  and labor, for basic / small repairs.  Including adjustments to fencing and more specifically
  to gates, which typically require an adjustment once the gate has settled or sagged.  It also
  includes replacing posts that warp more than they should.  Even though these posts aren't 
  covered under the manufacturer's warranty we will replace them at our cost.  The purpose of
  this coverage is that we too want our customers fence looking as good as it can as long
  as possible as well as the fact the actual small cost of the repair for us is well worth the
  positive publicity that we typically get. 
  
  Our process of handling new contracts as well as existing customers calling us regarding 
  maintenance their fence requires:
  Every "new" contract / customer's name is written on a board.  All the customers are on the
  board in chronological order.  Over the last 5 years the board has had 25 (off season) to 75
  (peak season) customers listed.  On average we complete 5 contracts a week = 5 weeks to
  4 months backlog just on new contracts.  In order to try and take care of our existing customers
  maintenance projects in a timely manner we mix their requests in with our current contracts,
  typically by city or locality.  In other words, if we are starting a contact in University Heights and 
  we have one or multiple maintenance requests in that vicinity, we issue the maintenance request/s
  for the installer to take care of while they are out in that area. 
  We feel it does not make sense to post maintenance projects to the same board with new
  contracts in the same chronological order because as I have shown customers would be waiting
  much longer for service.  Since the inception of Shannon Fence in 1987 this has been our way
  of doing business with new and existing customers.  I doubt you will find another company with
  anything comparable.  To honor a maintenance agreement is something we pride ourselves on.
  
  We were notified by the *****'s in the fall of 2022 that their gate wasn't working as well as it
  did when first installed and it needed looked at.  In November 2022 we issued a maintenance work
  order and sent out an installer to evaluate the issue the gate was having with hopes that he could
  fix it while there.  Unfortunately, the issue was a severely warped post which couldn't be fixed on
  this first visit.  In an attempt to try and make the gate operable, until we could return to replace
  the post, our installer stabilized the post / footer by shoving a rock down the loose side of the footer. 
  The installer showed the *****'s what he did and they were informed this was merely a temporary
  fix and we would return and replace the post.  We returned to the *****'s the first week of
  December, removed the gate, detached the fence panel from the gate post, removed the 4x4 gate
  post & concrete footer and set a new stronger 4x6 gate post and concrete footer, reattached the
  fence panel and reattached the gate frame - maintenance issue resolved.
  We received another call from the *****'s this spring 2023 regarding a maintenance issue with the
  same gate.  We issued a maintenance work order to the same installer that completed the first
  maintenance issue.  This time we found that the ground around the latch post was loose and the 
  latch post had pushed away from the gate leaf leaving a larger than normal latch gap.  Our installer
  was able to adjust the latch post and stabilize it by tamping / compacting the dirt around the gate
  post footer. Mr ***** was shown the final result and was satisfied. - maintenance issued resolved.
  

  We completed 222 lineal feet of fence, a $9,300 project that was perfect.  Never once, not even

  upon completion, could they post one positive review of the project.  
  

  Just because a customer isn't getting a project completed on their timeline doesn't mean that we as 
  company have neglected them or have not honored our maintenance agreement.  When customers
  use our words against us by posting negative reviews or filing complaints that reflect only a small
  fraction of the truth of what we discussed to make their claim look more valid is despicable.  Every
  thing that the *****'s have posted or filed against us is distorted.  I believe they have even gone to 
  lengths to either create fictitious review accounts or are using someone else's account as a mouthpiece
  to further defame our company.  They have filed a complaint with you, BBB, as well as the Ohio Attorney General.

  I hope that in some way this response makes it clear how we do business, how we do not neglect our
  customers and how we go out of our way to not only fix an issue but also try and make it even better.
  
  
  Should you have any further requests or questions please do not hesitate to contact me.
  
  Respectfully,
  
  Bob S******, Owner
  Shannon Fence Ltd
  

  
  

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