Complaints

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Andes Fence to install a privacy fence. The following are the series of events:1. 3-6-23 - called Andes Fence to schedule an estimate 2. 3-10-23 - ***** from Andes Fence came out and measured the property for an estimate of $9352.00 - Proposal #**** 3. 5-15-23 - contractors arrived to install fence - said it would be done on Wednesday the 17th - definitely wasn't 4. 5-17-23 - Andes contacted me claiming that the initial measurements were incorrect on their behalf and I would be responsible. Upon further questioning, they were unable to provide where the added footage was coming from. And attempted to remeasure in June, well passed the time it was finished. I also asked about excavation and planting shrubs to which he replied that is all a part of what we do. I thought I had to get another person to excavate and plant shrubs, when Andes mentioned the business does that, I was expecting that before the workers left. 5. 5-25-23 - the workers were about to leave as they had "finished" the installation. But when I went outside I noticed that the rolling gate was incorrectly placed and wouldn't open fully because the latch on the walkout gate was blocking it (installed incorrectly). When I stopped the workers and told them that, he said oh yea, and got a saw and hacked the latch. Leaving it jagged and dangerous. Not only that, I didn't pay for a jacked up latch, one that is rusting. The gate also opens outward, when it should be opening inward, as in the diagram on the proposal. The contractors excavated cement blocks and didn't replace them upon completion. The contractors dug up sand and didn't clean up the mess (used my water to water the sand instead - I have security cameras up so its on video)The contractors left blue tape all over the property. The contractors left wood shards, nails, metals scraps, and other harmful objects on the property. The contractors killed $550 worth of grass that had just been sodded.And as a result of all their damages have cost me $1500 to fix it.

  Business response

  07/19/2023

  I am providing you with these pictures to give you an accurate depiction of the current state of her fence. Unfortunately, shortly after we completed the project, a vehicle crashed into the front of her property, completely destroying the newly installed fence. You can clearly see the extent of the damage in the pictures I have provided. However, it's important to note that there are sections of the fence that were not affected by the incident,showcasing our high-quality workmanship.
  Upon arrival at the property for installation, our Andes fence crew noticed a discrepancy of approximately 70 feet in the footage. We immediately informed her about the measurement error that occurred during the initial assessment. To address the situation, we presented her with a change order, which outlined the additional footage required, and she agreed to it.
  Furthermore,she claims that we had promised to handle the shrubs or plants in front of her fence as mandated by the ***********************. However, we have never made such a commitment and have never undertaken planting responsibilities for any of our customers in our 30 years of business.
  While there were a few remaining tasks to be completed, such as adjusting some pavers and spreading dirt on the grass, her allegation that our failure to do so resulted in $1500.00 worth of restoration expenses is entirely untrue.
  I personally met with her at the property, and we thoroughly reviewed and discussed all the details. It was at this point that she expressed her unwillingness to pay for the agreed-upon change order. Subsequently, she contacted the Better Business Bureau (BBB) and sent an email to our office stating that she would not pay the original amount either, deducting an additional $1500.00. From the pictures I have shared with you, it is evident that **** is understandably upset about the incident that caused her new fence and gate to be destroyed. However, it is incorrect for her to direct her anger towards Andes Fence.
  I urge you to consider our track record, as we have been in business for nearly 30 years. We have consistently provided reliable and high-quality services to our customers. Please review the evidence and assess our reputation accordingly.

  Customer response

  08/08/2023

  Please accept my apology for the delay in response to the email dated July 21st. I was able to read the response from the company I am complaining about today. I have an invoice to the cost of the damage caused by the craftsmanship, I will attach that. While the fence is up, there is no acknowledgment of the extensive damage done by the workers. The only time a resolution was attempted is when Andes came out and very casually said "I can have my workers throw them back". Maybe he didn't realize the amount of sand that his employees left behind, leaving the ground incredibly uneven. The cost of damage was more than $1500. As a courtesy to them I am discounting it. Not to mention they installed the fence to overlap the side gate. The workers were going to leave it until I saw them about to leave and then the guy came out of the truck. Then they hacked it with a saw. Leaving it jagged. Look at their reviews. I'm clearly not the only one with complaints. They installed the rolling gate incorrectly, with the side and did a sloppy job around the yard, the images i attached show that. That is now costing $2500. On top of getting shrubs. Please refer to the pictures I originally attached. 
  
  Please let me know what other evidence you need to ensure their mistake doesn't become my burden. 
  
  I appreciate it very much. Have a great day. 
  
  Best Regards,
  
  **********************;

*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. ↩