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Complaint Details
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Initial Complaint
11/29/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I signed a contract on June 9, 2022 for a metal and chain link fence. Its is nearly 5 months later and I cannot get the company to commit to installing my fence. I paid 1/2 of the contract cost ($5900 deposit) on June 9, 2022. It was scheduled this week to be installed. Dig safe and electric company were here and flagged yard. I called American Fence 3 times 11/28, no return call. I called twice today 11/29 and now I am told I am schedule week of 12/11. I had an inground pool installed and I have no fence.Business response
11/29/2022
Mr. ********** was told that we were running a lead time of approximately 5-1/2 months on installations when he signed the contract and gave us a deposit on 6/9/2022. This puts us at sometime the week of 11/28/22, due to the Thanksgiving holiday. All lead times that we provide our customers are approximate and are subject to change due to weather, bad digging and unforeseeable circumstances. I had been planning on starting Mr. **********'s fence installation this week, as evidenced by our contacting DigSafe to mark any underground utilities at the job site location.
Unfortunately, one of my foremen injured himself last week off the job and has been unable to work since. I did not call Mr. ********** back on 11/28/22 because I was waiting for an update from my foreman so I could have a better idea of my installation schedule. I spoke with my foreman this morning (11/29/22) to learn that he is out of commission for the foreseeable future. Mr. ********** did call and leave me another message this morning before I arrived at work. Before I had a chance to call him back, he called again and we spoke. I relayed the information that we are delayed until the week of 12/11/22 to begin his installation, as I need to rearrange our installation schedule with the remaining two crews that I have currently.
Mr. ********** said that he would be trying to find another fence company to install his fence and if he found someone he would like his deposit refunded, which I agreed to do, but I also have him in our schedule to start his fence installation sometime during the week of 12/11/22.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.