Ace Fence Company

"Thank you Mr. [Member Name Removed]. It is the only city we will not pull permits in. Please believe we would very much prefer to. They make it impossible. Extreme delays. After the permit is applied for, they alter their requirements as they go along so it is not possible to have certainty and work has to be redone. They are disrespectful and abuse their authority. If we tried to get the permits, these delays would be blamed on us by our customers. Luckily, they do not seem to do these things to their residents, so that is the reason for our solution."

"Satisfying our customers is always our goal. We especially appreciate it when someone takes the time to express their satisfaction."

"Ace Fence has been in business at the same location since 1961 and has an A+ Better Business Bureau rating. Neither is by accident. The sales person that our customer claims is not very knowledgeable has worked at the company for some 28 years and spent his entire life in the fence industry. He is beyond merely knowledgeable. It is just not true that this customer specified to have the gate tied in with the main fence. The contract does not state anything pertaining to this and the fence was built in a regular way. Sometimes a customer gets exactly what was contracted for but not what he was expecting and that is apparently what has happened here. In turn, this has caused him to make statements to put the company in a bad light undeservedly. His gap is not huge and the post is just as secure as the rest of the fence. We did not just want to be right in the argument but rather we were right and were not arguing at all but rather explaining. Without getting too technical, there are two different things that are intermingled as one is our customer's complaint. The statement that we are up against the laws of physics was made to him in the context of his request to switch the gate swing so as to require the hinges to be on the post closest to the fence line. This is the same one he would like to incorporate into the fence line. In either case, this could simply not be done as there is not enough space to attach the hinges to that post. The contract as also clear on which post the gate would hinge from but he suggested at first that was not where he wanted it to hinge. The post that he wants to incorporate into the fence can however be done if it used as the latch post. The problem with doing this after the fact is that he has limited space within his property and a custom gate to be made and it would cause his now uniform 6' long sections to have to be chopped up to make some smaller ones. It is one reason the usual way is to place the post not in the fence line but next to it. It would be expensive to do this but we could and would for $825 as opposed to the quote he has received for $1200. We would not consider doing it without charge as we have complied with the contract. Our contract requires us to build to industry standards. We are not averse to those who instead want what they want as long as it can be done and the customer is willing to pay for it."

"The technical answer is in large letters on our, and every other fence company’s, contract where it states that we make no warranty of fitness of the product for any particular purpose. All fence companies are in the fence business and not the dog business. We doubt any others would have taken the trouble to measure our customer’s dog’s head as we did though. In fact, the dog is not getting out through the pickets of the aluminum fence we built exactly to the contract we entered into. Neither the fence nor the workmanship was defective in any way. The product our customer chose was an aluminum fence of a type that is not rackable. That is, it can’t go up and down with ground elevation changes but must be stair stepped where the ground goes up or down. It was stated on the contract that stair stepping would be necessary to build this job. If the ground is particularly sloped, even doing this will not eliminate all gaps. Although the customer states we were not willing to work with her on this problem, it was we who gave her the simple solution of adding sod into the gaps to build up the ground in light of the inability of the fence to go down further. That was some time ago and we have not heard from her further until this complaint. We can only assume she has a determined dog that is perhaps digging under her fence. That is something out of our control. We can certainly understand our customer’s frustration but we think it is misplaced. We have been in business since 1961 because we have thousands of satisfied customers. Our BBB rating is A. This is the only complaint we have received on Angie's List and we thank them for the opportunity to respond."