ComplaintsforDFW Fence Pro LLC

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In November 2021 my new fence was installed by DFW Fence Pro. This is a significant investment, and I am extremely disappointed in the low quality workmanship my fence is displaying. During installation no one discussed with me how the gates would be installed and the final result was unprofessional with little attention to detail. The handle and latch were not aligned. I am not a professional but, even from the untrained eye you can see an attitude of not caring in their work. The haphazardness displayed in the gate door and handle installation was unsettling. When they attempted to fix the issue the boards were not replaced leaving empty holes in the wood that might challenge the integrity of the fence in the future. February 2022, I discovered a gap in my fence! I contacted the owner, Blake, immediately to express my disappointment. I was astonished to see my fence in such a dilapidated state being only a few months old. Blake sent a different contractor out than the one who installed the fence, to fix the gap. The new contractor was surprised when he observed several shortcomings (nails not aligned, measurements and board cutting off) with installation and identified many long cracks in the fence. Some cracks you can see right through to the other side! I informed Blake of the additional problems and he said he would replace my cracks in the fence. He sent a different contractor to my home who said the same thing as the first contractor. Two of DFW Fence Pro's contractors have seen my fence post installation and they both expressed it would take a considerable amount of time to address the problems and it was not an easy fix. Blake was informed about my fence in April and I have tried to reach him several times since with no response. I expected DFW Fence Pro to produce a fence that meets professional standards with quality cedar materials that could stand beautifully over time with appropriate maintenance. What I received was far from that expectation.

  

  Business response

  07/14/2022

  Business Response /* (1000, 12, 2022/07/14) */ We have our lawyer handing this customer. The customer decided not to protect their fence by staining/sealing it. We have been out a few times to try and make things right with her, but ultimately had to turn it over to our lawyer. Our lawyer has been in contact with the customer. Consumer Response /* (3000, 14, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with the owner's response here and from his lawyer, most of the content is inaccurate. There was no discussion from the owner or any representative on the impact of staining or not staining the wood. My fence was only a couple of months old before I noticed cracks due to a hole in my fence. In addition, my contract states Cedar wood and the owner's contractor questioned if it was Cedar. In my complaint I listed ways to resolve the issue and the owner's response does not offer one solution. I have been responsive on every attempt by the owner to communicate and made myself available to resolve the matter. I called the owner after the second contractor came out to find out next steps and he never called back. I only received a response once I filed my BBB complaint. I look forward to resolving this matter and having a professional and functional fence. The current state of my fence: Gate doors are misaligned and not closing properly, I have rope holding one gate door together, large cracks in my fence, I question the type of wood promised, and poor quality of installation Business Response /* (4000, 17, 2022/07/28) */ Please accept this as DFW Fence Pro, LLC's response to Ms. ******'s complaint referenced above. In November 2021, Ms. ****** contracted with DFW Fence Pro to install a fence on her property. Upon Ms. ****** seeking the services of DFW Fence Pro, a representative was assigned to meet with her to discuss her desires, needs and budget for the fence. The representative meet with Ms. ****** and discussed options for materials for a fence including different types of wood and stains given Ms. ******'s expressed needs and desired costs. The representative discussed the need to protect the wood with stain against weathering explaining that raw wood used as a material for fencing weathers more easily in the elements than stained wood. The representative explained to Ms. ****** that in Texas, extreme temperature changes from hot to cold and back to hot put a strain on the fibers of the wood. The representative further explained that repeated exposure to moisture causes expansion and contraction of the wood which affects the strength of the wood grains and causes the nails to loosen and sometimes the wood to split. Staining the wood, a) blocks moisture; b) reduces the effects of expansion and contraction of wood fibers; and c) protects the fence from weather damage as the stain acts as a sealant on the wood to block out moisture and prevent future damage. Ms. ****** acknowledged to the representative that she understood the need to protect the raw wood against weather and the risks to leaving the wood unstained. However, due to her expressed budget and needs for the fence, Ms. ****** decided to contract with DFW Fence Pro to have the fence built using raw, unstained wood. DFW Fence Pro completed the work and understood that Ms. ****** was satisfied with the product at the time of completion. In May 2022, Ms. ****** sent a letter to ***** **** at DFW Fence Pro complaining about the fence. In June 2022, Mr. **** responded to Ms. ******'s letter addressing DFW Fence Pro, LLC v ****** July 26, 2022 Page 2 her complaints regarding the fence and materials reminding her of the discussion with the representative at the time she chose to build the fence out of raw, unstained wood to fit her budget and needs. In closing, DFW Fence Pro provided Ms. ****** with an appropriately well-built fence, constructed with quality wood materials selected by her, installed and not stained, at a cost Ms. ****** indicated was reasonable and within her budget. At the time the fence was completed, Ms. ****** accepted the fence with the materials and workmanship provided. Consumer Response /* (3000, 27, 2022/08/14) */ ***Document Attached*** Mr. ****'s 2nd response via his lawyer is redundant and repetitive of his first response. I have already addressed his claims (July 27, 2022 addressed to Better Business Bureau). He chose to focus on a conversation that never occurred. On the contract there was only two options - Cedar or Spruce - I selected Cedar wood. (See attachment) That was the extent of our conversation about wood and choice of materials. In addition, he does not offer a solution to the detailed description of the current state of my fence or honor DFW Fence Pro's Limited Lifetime Workmanship Warranty Certificate that he provided (See attached warranty). Also, he refers to the fence as being "well built". As a reminder I have shown evidence of defects in workmanship, both gates do not close, and huge cracks in my fence (discovered shortly after installation). Is this what Mr. **** mean by well built? As a consumer and I don't feel like he is representing himself accurately as he has advertised. Since I have been involved with him, I have heard that this company has misrepresented themselves to other consumers in the Dallas Fort Worth area. I feel it is my responsibility as a consumer to report this to the Better Business Bureau. I am in consultation with an attorney for this matter.

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