T & R Fence LLC Poor customer service, low quality work Killeen, Texas
This company sent over a young man on Feb. 28th, 2012. This guy told me they would be using high quality wood (he said it was treated which would make it last longer). They were suppose to start work on Wednesday, however, no one showed up until a week later. I was not home when they began work and when I returned, I came home to a mess. There were cement bags all over my yard from where they left them laying. They were suppose to remove the old fence and put it to the curb which they didn't. The wood was warped from day 1 and boards were split/cracked. One of the posts has a large rotten piece in it. (The guy tried to tell me that would make the post stronger. How can rotting wood make something stronger?) I asked for it to be replaced and for the randomly placed spacers in the fence be moved to so they weren't just sticking out in the middle of the fence. None of these were fixed. The boards started popping off b/c they used a nail. I told the guy that I didn't want nails in it to begin with, I wanted wood screws.
This new guy shows up with his young daughter to fix the fence. He tells me that no one uses wood screws in fences and he admitted to using low quality wood. He tells me if I want to have my fence fixed correctly then I will pay more to get it fixed. His solution to the boards coming down is to put more nails in them. He says that I need a wind brace on my gate to make it connect together. First, he came without my knowledge again (no call, no knock on the door, nothing). He nailed some cut 2x4s onto the existing gate (should add they are not cut straight nor nailed on straight). Then he put a large two-by-four in between the pieces of the gate and I can not open it any longer. He tells me that he doesn't care how many times he has to come out to the house b/c he is paid by the hour.
On August 14th, Gary came to the house again and admits that the wind brace wasn't put on properly so he would fix it. I asked for him to do something about the uneven cut 2x4s and he told me that he didn't care what I said or what I thought b/c he wasn't going to fix my fence. They keep trying to get me to pay more money. Isn't that illegal? He told me that he didn't call before coming to the house b/c he was at another job site. Then he told me that he would have to come back to fix the fence b/c he didn't have his tools on him. (What professional contractor doesn't come with his tools?) He lied to the BBB by attacking me. However, he is the one who started screaming at me, calling me names and then as he is storming off to his truck, he yells, "I AM A PROFESSIONAL!!"
2 Updates & Rebuttals
T&R Fence
Killeen,Texas,
Took care of customer
#3REBUTTAL Owner of company
Fri, April 04, 2014
Although we strongly advised the customer against using treated pine lumber on her fence, she decided to go with that product anyway. Treated pine lumber warps much more frequently than other materials and, is therefore, much cheaper than other materials.
We serviced the client on multiple occasions to try to get her taken care of. Each time my crews would go out, they would be berated and belittled by the client. I had to pull them from the jobsite on one occasion because of the verbal assaults. My employees called me in fear of their safety.
I have come to realize, after 12 years in business, that you can't make some customers happy. Some people are genuinely negative people that will never be satisfied.
Our business is "A" rated by the Central Texas Better Business Bureau. We are also a BBB Accredited Business. There are strict standards of professionalism and customer service that a business must pass before becoming accredited.
This case was, in fact, mediated by the BBB. The customer agreed to remediation that we accomplished and signed off to the BBB that she was satisifed. As part of the agreement, she was supposed to remove all negative reviews of our company from the internet. She is in violation of our agreement.
Yvonne
Gray,Louisiana,
U.S.A.
*Update*
#3Author of original report
Sun, January 20, 2013
This complaint went to mediation with the BBB. The company finally agreed (after 8 long months) to come and make some final repairs. We verbally agreed on the 4th of Jan but the company showed up unannounced on Jan. 2. Thankfully we were home b/c the agreement said we had to be here for the repairs. The company continues to slander my name by posting my personal information on another review. They were told they had to remove the personal information, however, they haven't as of this morning (Jan. 20th). The company refused to honor their word numerous times. Even though they finally fixed the fence one last time, I would not recommend this company to anyone. They didn't honor their word and it isn't worth the hassle of dealing with them. (Told me they would use wood screws/now say they never said that; said they would match the wood/they used pine, rest of my fence is cedar; said they would come on 4th/came on 2nd unannounced; told by BBB to remove personal information and lies they posted about me/they have yet to do so). Hopefully, no one else has this kind of experience.