Complaints

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Total Yard Works to build a fence in my backyard. I paid a deposit of $3057.39 on 2022/06/28 via cheque. The remainder of $1702.26 was to be paid after the fence was built. 2022/08/30 fence was built on the wrong line. 2022/08/05 email sent informing them of the issue. 2022/08/15 Richard and his wife showed up unplanned and unannounced without so much as a tape measure. Tried to ********** ** *** ** ******* *** blame me for the fence being on the wrong line. After some discussion, he agreed to rebuild the fence on the line that was requested. 2022/08/27 was the agreed upon date of the rebuild. 2022/08/24 They show up completely unplanned and unannounced to rebuild the fence ***** ** ******* *** ****** ** ***** ** ****** **** ****. Rebuild was of substantially lower build quality. Issues included: missing screws, posts not straight, top not level, boards not evenly nor consistently spaced, panels and boards were handled improperly and had footprints and marks all over them. 2022/08/24 I emailed about the issues along with photos. I also asked that they do not show up unannounced again and if they were to do so they would be asked to leave. 2022/08/25 they showed up unannounced again despite being told not to, performed a few minor repairs, and then sent me an e-mail at 10:22am demanding full payment by 4:30pm that same day, and that if I do not pay they would move forward with an alternate course of action. I continued to express by dissatisfaction via e-mail and that I would not pay until the deficiencies were corrected. 2022/09/07 Full list of issues sent in email. Further discussion was had with no agreement. 2022/10/25 Last communication.

  Business response

  29/11/2022

  Jesse was sent 3 different estimates and chose a wooden fence complete with a gate.  He paid a deposit in the amount of $3057.39 on June 30th, 2022.  We went to install and my Foreman Derric, was there who had the original conversation of where the fence was to be built.  Jessey is a surveyor and had no survey specs for their yard.  He had his fence built on his property and it was beautiful. We had a string line up and he agreed that's where he wanted it. We didn't have permission from the neighbour to build on their yard and as a result we didn't.  He came back complaining that we didn't build 4 inches over onto the neighbours.  On the bottom of our invoice it states that property lines must be identified by the customer or surveyed by others.  We told Jesse that we couldn't move the fence because we didn't have permission.  So we went to the neighbours to solve the issues.  *** ********* ******** *** ***** *********** *** *** **** ******** *** ******  ** **** **** ****** *** ****** ********* ** *** ********** *** we agreed to move the fence after he didn't like the discount we offered him. We told Jessey that when we take apart a fence it won't ever look as good or be of the same quality as when its first installed.  We moved this fence without another charge so for free with the contingency he would pay in full.  Sure enough, we moved the fence and now he's complaining that it doesn't look nice and doesn't want to pay his bill.  We went back to re-address some of the complaints.  We changed out boards, clips , added hardware where needed.  ** ****** **** ** *********** **** ***** ** *** ****.  We are a company trying to resolve complaints but from the gecko he hasn't followed through with payment.  Furthermore, we tried to let them know we were coming.  They didn't answer their phone so we addressed the situation as well always do.  We show up.  We are booked up months in advance and not one customer of ours has the "authority" to say you have to install this date.  It doesn't work like that.  There are locates, weather issues, as well as other customers that have tentative install dates.  Jessey is completely unreasonable and just doesn't want to pay his bill.  ** *** ****** *** *** ******* **** *******  

   

  Kind regards,

   

  Richard ****** *** **** ********

  *************************

  Customer response

  10/12/2022

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

  ** ** ***** *** ****** ********* ***** *********** ** ** ********* *** *******
  * **** ******** *** ***** ***** ***** * ***** **** * **** *** ***** ***** *** *** ***** ***** The only chance they gave me to agree to a set string line was before the rebuild.  I do not accept his assertion that I need to settle for an inferior fence due to him and his crew not following the written and agreed upon directions I gave them.
  
  Sincerely,
  
  Jessey ***********

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