Complaints

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Forest Fence installed several fences with 3 gates. Two gates were not working and I emailed the company. One gate was fixed, but the double swing gate was not. It is crooked and it keeps swinging open with wind. I have told them this since the gate was installed that there was an issue. I have emailed the sales person, the project manager, the billing person multiple, multiple times over the past 12 months. I was told that it would be put on the list last year, but no one has ever contacted me. All I want is the gate to be made straight and to work correctly.

  Business response

  03/24/2023

  This is a 6’ tall, shadow box design, pressure treated pine fence constructed with 1” x 6” pickets, 2” x 4” backers and 4” x 4” posts.  All materials used for the construction of this fence were commercial grade and furnished by our supplier located in Pennsylvania.  The panels and gates were pre-assembled by our supplier.  Neither Forrest Fence nor our supplier can warranty wood products as they do have a natural tendency to shrink/expand, warp and fade during the weathering process.  This is written in our contract and the customer was made aware of this on several occasions.  The fence was installed on 3/3/2022, customer was happy with the install and paid final balance.  On 4/1/2022, customer contacted Forrest Fence for gate issue and we sent our Project Manager to assess and repair if possible.  Project manager advised office that the installer would need to be dispatched to adjust the gates.  The first available opportunity for the installer was 5/12/2022 and repair was completed.  Customer contacted us again on 8/12/2022 with complaint that 10’ double gate was warping and not working.  Project Manager and Installer were dispatched to assess and took video of gate working properly even though it was warped.  This is not uncommon for pressure treated lumber, especially when not sealed or stained as in this case.   Customer was again informed by the office manager that we cannot warranty wood.  

  
  To resolve this issue, Forrest Fence will build a new 10’ double gate and install it as a courtesy to the customer.  Any further issues will be billed according to our repair costs/trip charges.

  Customer response

  03/28/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 19625269
  

   

   

   

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