ComplaintsforCertified Exteriors LLC

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Referral from you website On 8/11/22 hired the company to install a entire double panel privacy wood fence with a right side metal fence with gate across the drive way from the alley. Obtained financing through a recommended affiliate with the company. Total price $12,600. + . *********** offer a warranty and guaranty workmanship and customer satisfaction on work perform. The fence was poorly and unprofessionally installed. Screws not bolted in correctly and sharp nails coming through wood, open spaces, section of wood not attached behind metal pole, wood support planks & bottom trim planks not stain, not level, metal poles cut and did not cap off. It was communicated that that the metal fence was to be install pass the water faucet. (This was to keep the kids from turning on the water) and all sections of the back wood fence to be replace. only 3 section was replace and one side left open. After much communication he agreed to install the fourth section of the wood fence to enclose the back yard, but not to extend the metal fence. They sent one guy out to complete the staining, replace some planks, nails and screws. He was in a hurry and did not complete the job. I notified him and ******* on 1/3 and sent pictures. He said would handle it himself on the following Wednesday. No show on Wed. He text on 1/25 and stated they were pulled out of town. I text **** again on 1/25, 2/7, 2/18, 2/27 and left message on phone requesting an update. Please advise. Unable to upload pictures from phone. I will send separate.

  

  Business response

  04/05/2023

  ***************** signed an agreement with us to build a fence and electric gate on 8-15-22. The details of this contract are outlined as the following:

  - 98ft of 6ft board on board cedar fence 

  - using existing steel poles ( ***************** did not want to pay for new poles to be installed)

  - pre stained cedar pickets

  - pre stained cedar trim

  - 27ft electric slide gate (black ornamental format) 

   

  ***************** signed an agreement with us to additionally build a 6ft ornamental fence on the right side of house with gate on 8-19-22. Those details are outlined as follows:

  - 56ft of flat top black ornamental fence with gate.

   

  After completing our contract obligations, ***************** called our office in a rage demanding that we also build a fence running the left side of the driveway, or she would not confirm with the finance company that the job was completed, thus leaving us unpaid for the job. After a lengthy conversation back and forth with *****************, and after repeatedly referring her to the details of the signed contract, we felt we had no other choice but to give into her demands, as she threatened to complain to the BBB, and to hold the finance company confirmation requirement hostage until she got what she wanted.  We had our crew then construct an additional 24ft of 6 ft board on board pre stained cedar fence with a gate (free of charge), so the customer would confirm completion and the finance company would release funds. At that point, she confirmed that the job was completed, and the finance company paid us.  Shortly after, she started calling and texting after hours requesting warranty work be done for the newly completed fence. At the time, we had crews working out of town, so it was a challenge initially to coordinate those repair efforts. She is not available for calls during normal business hours, and we do not require our personnel to respond to messages at 3am, when she seemed to be reaching out. The warranty work she wanted done, was not in our scope , as it was pre existing conditions with neighbors fencing in the corner, or the existing poles she did not want removed, that had screws sticking out of them. **** went out and removed the screws, installed and stained the boards to cover those poles, and clipped nails. She then wanted us to do warranty work on the free fence we installed for her. After inspecting that area, it was determined that the fence was installed correctly, and did not require any warranty work. It is our company position that her claims are without merit, and that she is out to get more free work done to her property. 

  Customer response

  04/06/2023

  I am rejecting this response because:   The fence is still not properly completed. I still have nails that are not bolted into the connected wood pieces. And gaps under the bottom of the fence. My original quotes and communication with certified were via satellite images, emails and via phone (8/22).
  They sent me a link for financing, and I wasnt able get through,so **** came to my house to meet with me and show me how to access the finance app., As I am a senior citizen. I ask him to do a walk around with me so I could reconfirm with him what I wanted and needed. I would have never agreed to have my completely closed in back yard fence, remove, and replace with a partial back yard fence for $12,600 +. I assume he was more focus on the money part then what I was requesting. I ask for the metal gate on the opposite side to extended pass by water faucet to keep the kid from turning on water, which wasnt done. I got the referral from your website thinking I would have a better outcome. Since I had a bad experience with another contractor, which I shared with ****, thats why I was having to get the fence replace.
   I never threaten them with payment, 3am phone calls or with BBB. Neither was trying to get anything for free as they stated. I was only requesting what I thought I was paying for. I have been patience with this company and trying to resolve on my own, but they continue to give me the run around and do no shows and no follow up communication, unless I reach out to them. I asked multiple times if they would just keep me informed. I had to keep reaching out via email with a phone number that was provide to me. I tried to set up an appointment to be there or have someone there, but they showed up when I couldnt be available or have someone there.
  My last communication with them was 3/15/23 via text where they agreed to complete the areas of concerns. I have not heard from them as of today 4/6/23. I have all my text messages save with this company since 8/22 through today 4/6/23. It's been almost a year now. (I can have someone screen print all message and send if needed). $12,600.00 + is not asking for something free. 

  Customer response

  04/17/2023

  3/15/23 He stated he would send someone over to correct the issues via text messages that was not done based on the last set of pics that was sent to you. As 4/17/23 I have not heard from them and the problem has not been fixed. 

  

  Business response

  04/27/2023

  We have went out to the client's property multiple times on warranty calls. 4/22/23 being a walkthrough with the client directly. She pointed out nail pops in the fence that were clipped. She also mentioned not being satisfied with the gap between the kick board on the fence and the ground. We explained that this is due to erosion/low spots in the yard and should be corrected with fill dirt. The client did not want the added expense of having a company provide fill dirt so, we offered to add horizontal pre stained cedar boards to which she agreed. She stated she would be satisfied with this solution. We had a technician out on 4/25/23 to complete this request. 

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