Complaint Review: Dog Watch Fence - Nichols Fence - Akron Ohio

We have had a Dog Watch fence system that was installed by Nichols Fence for at least 8 years. We have been 100% satisfied for all of those years. We have done business with them over the years numerous times since our "fence" was first installed to purchase new batteries, update the collar when we got a new dog, etc. The staff has always been helpful and courteous. We have had the receivers replaced when they were damaged with no cost at all to us on more than one occasion. We have a large german sheperd mixed breed and a small shih tzu and both dogs stay within the fence boundary even when tempted by other dogs, people, and wild animals (deer, rabbits, etc.) outside of the fence boudaries. We even purchased an indoor transmitter box from them 2 years ago to keep the dogs from going upstairs and it works perfectly. I do not have even 1 negative commet about Nichols Fence and their Dog Watch system installation, matenience, or customer service. Not to mention, the system, when installed, was half the cost of our Invisable Fence quote ($800 vs. $1600). This is one customer who is absolutley, totally 100% satisfied!

Nichols Fence takes every complaint very seriously. We strive to make sure every customer is satified with our products and services. This is our only complaint that we can find on file anywhere. This same complaint was also filed with the Akron Better Business Bureau and was found to be unsubstatiated and removed from our file. DogWatch does not have, not never had a "100%" money back guarantee. We do have a 30 day money back guarantee if the customer is unsatisfied with the product for any reason. This is the guarantee that Jim & Christine used to have their system removed. The guarantee clearly states that DogWatch will refund the full purchase price (less the cost of installation and insulated wire). No where does it say they would receive a 100% money back refund. When the customer first called us on 11/20/2006 informing us that one dog was going through the line, we had our trainer/ installer Don call her and talk her through some training tips. Don ended the conversation that if the customer needed us to come back out for further training to give the office a call. On 11/27/2006 the customer called back and asked to have the system removed. We had the owner of the company call the customer and discuss the problems. They agreed together to have Don actually come out and do some retraining with one dog to see if we can resolve the problem. Don went out on the 29th and after the incident with the other dog, the customer did not want to go any further and wanted a refund. We actually quoted the customer on a regular fence also and they decided that it was too expensive. So they decided to remove the system. We scheduled the date on 12/14/2006 for Monday 12/18/2006 at 8:00 am. When the customer called about the amount of the refund check, she left a message in our voice mail on 12/15/2006. Our saleman attempted 3 times over the weekend to get a hold of the customer to explain the refund but no one ever answered. He did contact the office to inform us that he made three attempts but did not leave a message in case they called in for him. Don went out on 12/18/2006 and removed the sustem and left refund check for them. The customer called on 12/19/2006 and talked to the Operations Manager (he did ask for the owner but he was not in the office at the time). The manager explained that we did the refund according to his contract. When the manager brought up that the wire in his yard could be used to install any other hidden fence system which is why we do not refund the wire, the customer to the manager to come out and get the wire then. The Manager asked who would pay for the installer's time to come out and removed the wire. The customer then told her that he has already contacted a lawyer. At that time the manager informed the customer that the office can no longer talk to him, he would have to have his lawyer call us. The call ended at that time and we have no records of the customer calling the office from that point on. The customer did talk to the salesman the same day after the phone call in the office. The salesman explained that at the point of sale he went over the terms and conditions with the customer who did at that time sign the contract. The customer stated to the salesman on the phone that he did not recall going over that portion with him. The customer stated that he understood what the contract said "but wouldn't it be in the owner's be interest to just refund the full amount" so that the customer wouldn't bad mouth our company. Nichols Fence took that as another threat and decided that the account was closed at that time. The inital price of the Dogwatch system was $1183.00. The refunded amount was $868.00. The breakdown for the charges are as follows: $65.00 for driveway cut to bury wire in concrete driveway $125.00 for installation $125.00 for wire The installation and wire actually cost $331.00 and that does not include the driveway cut. The total charge should have been $396.00 but we felt $315.00 was more than fair. We charged what we thought was a fair amount for the installation and the wire. Nichols Fence stands by this decision.