Everything with the fence install went pretty smooth it was a 10k job and completed April 2012. It's the customer service after they cash your check that's deplorable. It started Aug 9, 2013 when I called to report that one of the hinges broke that prevent the gate from closing properly. I spoke to Steve & emailed him a few pictures. Even though he pretty much accused me of breaking it because these parts don't break, huh? He said someone would come out w/in a week or two and fix at n/c. Although it wasn't under warranty any longer they would do this as a courtesy. He informed me we didn't need to be home and they could repair it w/the lock in place. Seven weeks later Sept 26, still not fixed so I called and spoke to Steve, he acted surprised and thought 'Joe' did it, he assured me he would send 'Joe' out right away, I thanked him and hung up expecting to see it repaired rather soon. Another 2 weeks go by, nothing, so my husband decides to see where we stand. He spoke to Andrew who did his best playing dumb act about the entire situation, he knew nothing and asked for pictures which my husband promptly sent again and said 'Steve' knows all about it. Well, Andrew told my husband 'We purge our e-mail every month or so' REALLY??? Really Andrew! A business purges all e-mail communications? Oh that is the worst b-shit story I've ever heard to deflect responsibility. Anyway, my husband called AGAIN the following day and asked to speak to a manager and got 'Jim' on the phone who heard the story, 'Oh, I'm sorry, that shouldn't happen, it will be resolved etc...' \r
So at this point we should be getting somewhere right? Nope, Andrew then e-mailed my husband saying we're inconvenient to their office in Woburn and we pretty much have to wait until they have a job on the south shore, or we could pay the $65 p/h to fix, WOW! We live about 18 miles from Woburn btw. \r
They had NO problem getting here when we were waving 10k in front of their faces.\r
Finally they came probably just to get us to stop calling and fixed the fence. Then ""BAM"" a few days after I get a bill in the mail for the work. I called and had the pleasure of speaking to Andrew who wanted to transffer me to Steve, well I guess Steve wasn't in after Andrew checked, yeah right. Good luck if you think I'm paying for the repair you offered as a courtesy 2 months ago.\r
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A note to business owners: \r
YOUR follow through in situations like this don't have to end up being a 'story' that will be repeated to anyone and everyone who wants an opinion about fence installations, if you do the right thing. YOU DIDN'T and you should be ashamed!\r
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