Complaints

• Initial Complaint

  17/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my fence installed in early July 2024. Our entire block entered into an agreement individually with CanDoFence. When they installed the gate it was installed incorrectly and crooked. I advised them and they indicted they would fix. I have attempted to follow up numerous times however they have only stated they will come that week but never do. I am looking for the work to be completed. For those clients doing research and reading this, pay after all items are fixed as their warranty is non existent despite why is stated in the contract or website.

  Business response

  19/09/2024

  Hello,

  Thank you for the notification. We have contacted the customer to apologize for the delay in repairing the gate as we did send a date range that we complete this repair and we did not make it within that range. We always honour any and all legitimate warranty claims and although not always immediately, we always document and ensure all claims are schedule in the same build season, in this case within the 2024 season (no later than end of November) 

  We have this repair documented and it was and is officially slated for repair and would have and will be repaired albeit within a delayed timeline which we are sorry about.  We should have notified customer of the delay and we take full responsibility for not communicating adequately.

  We absolutely will do this repair and have contacted the customer to assure him of this.

  Once again our sincere apologies but we will get this done.

  Install Supervisor **** ************* will be ensuring his staff is dispatched to get this done inside of 30 days or less.

  Sincerely & Respectfully,

  Alon Z.

  Director of Sales

  CAN DO Fence 

  ________________

  Customer response

  19/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: awaiting work to be completed first as they advised within the next 30 days. 
  
  Sincerely,
  
  ****** *******

  Business response

  25/09/2024

  As mentioned in the first email we have it scheduled and always did have it scheduled, we are sorry for the delayed timing. 

  We will get this repair done and Install Supervisor **** ************* will be in touch regarding this asap.

   

   

  Customer response

  03/10/2024

  A team from the company came over. They advised the two posts the gate were attached too were even and would not make any changes. However, I indicted the issue is not with the post but the gate, one side is a 6x6 post and the other a 2x4 nailed into my brick facade; should be a 2x6 so each side is even. This resulted in a 2 inch difference between the gate hinge side and lock side, hence a slanted gate. I asked them to measure the door of the gate and they told me they don’t do it that way.

  I then stated that I spoke to Steve at CanDo *** **** ****** *** **** and began to fix the problem. They moved the 2x4 back approximately 2 inches (they didn’t measure anything except to use my interlock as a guide). 
  

  Overall this was an unpleasant experience. ** ********* *** * ******* **** ***** *** **** **** ***** ***** ******** **** **** *** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩