ComplaintsforMarleau-Hercules Fence Co., Inc.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In January, Marleau-Hercules installed a fence in our backyard. The agreement was a fence in our backyard along the property line, and they would give us two days notice before coming to install, it was $2,600. They showed up with no notice to install the fence and completed installation in one day. After the fence was installed we noticed one side was 5 feet off of our property line. We contacted the sales manager we worked with and he quoted us $1,300 to fix the one side, which was Marleau-Hercules mistake, not ours. After disagreeing on the cost to fix the fence (which was their mistake), they will now not return our calls. We have called and left messages for 2 months and they will not call us back.

  Business response

  04/25/2022

  [BBB Transcription via Phone]

  I included a diagram in the proposal. The consumer was not sure where the property line was. Our contract stated that we don't do surveying and that its up to homeowner where to put the fence. After fence was installed the builder showed them where their property line was. Being that we were inside their property they wanted us to move the fence to property line. They were given a quote to move the fence but they wanted it done for free. 

  Business response

  04/25/2022

  We want to repair it. I will contact him directly. 

  Customer response

  04/26/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  the signed contract states per customers direction, there are no dimensions listed in the signed contract. Our direction was on the property line. We were told we would be given notice before they came and the installers showed up without notice. If given notice, we would have been able to properly mark the yard. The side of the fence that is correct was checked between myself and the installer. The side of the fence that is incorrect was never confirmed between installer and myself. We are reasonable and willing to work on a resolution, Marleau Hercules has not been. They tried to justify $1300 to fix the fence (which is half the cost of the entire fence) because it took 2 days to install. This is not true, the entire fence was installed in one day. I do not think this is reasonable. 
  
  Sincerely,
  
  **** *********

  Business response

  05/09/2022

  [BBB Transcription via Email]

  Complaint response:

   

  The customer was provided with a proposal on 8/24/21 with a diagram for the fence. Customer did not know where property pins were in the front of yard so an estimation of 9ft was provided on the proposal. The email that is attached shows no concern with the side line measurement only that the rear neighbor had installed a fence and the customer asked me to requote the fence taking out the rear fence only. That proposal was furnished without a diagram as there were no other changes asked for by the customer. Our crew had a conversation with the owner on the left fence line placement and at no time did the customer bring up a concern about the right side distance off the house. The work was completed and a few weeks later, the builder and customer spoke about the property line and found a 5ft discrepancy. Customer was given a quote to remove the fence and move it to the property line. The fence will take our crew one (1) day to remove and reinstall. Our daily rate for a two man crew is $1,300 plus the material needed to extend the fence.

  Customer response

  05/15/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The original diagram provided was never signed. The only SIGNED contract does not have any diagram. We were supposed to be given a notice before the fence was installed and we were not given any notice. The crew even stated they were told we were not notified they were coming to install the fence, which did not allow us to properly mark the yard. The side that is incorrect was never approved between installer and home owner. We called and left messages for 2 months and received no call back. Two weeks ago you stated you would contact me directly and still have not contacted me. It is clear that marleau hercules is in the wrong and do not want to talk. I do not want to work with marleau Hercules anymore as our experience has been poor. I will fix the fence myself and drop the complaint if the remainder of the bill is canceled. I think this is fair since we have only received half of what we asked for. 
  Sincerely,
  
  **** *********

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