ComplaintsforPuget Fence, LLC

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Puget Fence to install our fence with a gate in February of 2023. There was a few issues with the boards used and our gate wouldnt open. After calling multiple times I finally heard back that they would fix the issues. They showed up to my house unannounced the third time and fixed the issues. After using our gate just a few times again it is having the exact same problem of getting stuck and not opening. I have called many times and left emails and no one is responding. Its been two months trying to reach *** for help. I just want a working gate. The contract states free of workmanship defects.

  Business response

  09/22/2023

  To Whom it may concern,

   

   We completed a cedar fence for *************************** on February 13th 2023.  On May 15th 2023, ******* inquired about some defects that included splitting, holes in fence boards ect. These defects weren't mentioned at time of completion, or we would have gladly addressed the issue(s). We use the same Lumber as all of our competitors in the industry, as we're supplied by the same distributors, so this isn't an issue with lumber, it's an issue with green exterior wood products that are exposed to direct sunlight, and this is the exact reason that we do not warrant wood products and it's clearly stated in the contract ******* signed.  

   I sent a crew to address the issues ******* pointed out, the were reasonable. Wood warping, splitting, cracking, is all out of our control, and we take all precautions to prevent this. This does NOT mean that it won't occur.

  After the crew went an addressed the original issues, I sent them back for a second trip(after completion) to rebuild a new gate that had warped due to direct sunlight. Our crew lead expressed to ******* that the probability of this happening is likely, but unpredictable, and that we wouldn't be back to build a gate every time this occurs(in the event that it did/does). We build a couple thousand fences a year, and rarely have issues with this, because most people understand the characteristics of untreated, exterior wood products. Wood Gates are a non fixed object, that only have one point of contact at the latch mechanism, meaning that there is availability for movement.

  September 5th ******* sent an email expressing that the gate was warping again. This is the only case where we have went and rebuilt a gate that functioned properly upon completion, and then had future issues due to warped posts, or gate frame caused by weather.

  This has been a record year for heat, and the position of this particular fence line is in the direct sunlight, leading to maximum exposure.

   

   

   

  Customer response

  09/22/2023

   
  Complaint: 20642459
  
  I am rejecting this response because: we had gate issues by the beginning of May before the extreme heat. The exact same problem is happening. I did not inspect every single board on completion but when I called about the gate I was advised by ******* to look over every one to make sure there was no issues. When I found issues I sent pictures and was contacted by **** and he even said he was sorry about the issue and some of the boards should not have been used. If he is telling me they shouldnt have been used in the first place why are you blaming natural causes? Yes, your team came back to fix the issue. Thankfully my camera informed me since you failed to let me know anyone was coming to my house and entering my backyard. Not one manager has came to see what the issue continues to be for themselves just blaming weather. Never had a problem with our older gate you-replaced. There was no communication at all. I called multiple times before writing my last email. Funny I get an email the day I wrote this complaint on BBB.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I contacted the ********************* by email regarding quality of work and materials for my Fence they completed 8/26/23. I have one bent post that I believe is split and many others appear cracked I have lattice, trim and boards that need repair or replacement. I would like an inspection of the fence and written assurance that it is structurally sound. I noticed some boards that have staples and pieces of staples where there is no reason for them and I am wondering if the boards were repurposed. As noted in the attachment my fence should be six feet along the back yard and on each rear side up to the rear of my house. It falls 3 feet short of that on each side. It should also be noted this fence replaced an existing fence that was level. So I was quite surprised when in my front yard the front panel on each side sloped downward 1 to 1 and 1 half inches to meet the front portion of the fence instead of just having the front part of the fence raised to meet the sides It would have looked a lot better and I feel I should have been consulted before it was done. If all other issues are resolved and I get a written confirmation that the fence is structurally sound I will overlook the sloped panels and the six feet of six foot fence I have been shorted

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2020 we hired Puget Fence to build a fence for our home near ******. They came out and looked at what we wanted and we agreed on a fence style for $7500. A crew came out the first day and set posts. After several days for the cement to cure another crew came to assemble the fence. In less than 2 years boards began to badly warp and bend causing nails and staples to pull out of the wood. We have contacted their office at least 3 times, left messages and sent emails. The person on the phone was dismissive and no return contact has been received. It seems like it would be a simple repair for them but as time passes it is getting worse.

  Business response

  09/12/2022

   

   

    Hello,

   

     On August 31th 2022 we received a call from ***************************** with a concern about a fence we built for her 2.5 years prior. She stated that her fence was warping and that there was some separation happening on the gates, and some of the fence panels. ******* in our office received the call, and told ****** that I (*********************) would get back to her as soon as I returned from an out of state trip(10 days). 

  In the contract that was signed by The ******** party, it clearly states that no wood is covered under warranty, and the contract only carries a labor guarantee that is valid 365 days after the date of installation. 

  Wood has a mind of it's own, and is prone to warping when directly exposed to sunlight. Pressure treated lumber is even more susceptible to splitting, warping even more so than Cedar Products. We always honor the labor guarantee, and almost any problem that ever arose, has been remedied.

   ****** happens to be out of our normal service range, and we only took the job because our estimator knew them personally. Puget Fence and it's employees had every intention to make contact with ******,  to see if any corrections could be made (after September 10th). Corrections to this fence would be considered and act of good faith since it is 1.5 years past the end date of the labor Guarantee stated on signed contract. 

   ****** stated that these issues started happening at about 2 years after Installation, but we hadn't received any phone calls or emails until almost 6 after that(August    31-2022)

   

   

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