In April 2016, I hired Creative Deck Designs to install a 6 ft. privacy fence around my backyard. I had the fence installed for two reasons: privacy and security. I have a dog that weighs over 100 pounds and I need to be sure that he will be secure in the backyard. Several months ago when we had a lot of wind one night, one of the panels came loose. It popped out of the top rail of the fence. I called the office and left a voice mail. When I didn’t hear anything in two days, I contacted the project manager for the project, Greg. He and another guy came out that day and secured the panel. I mentioned to Greg that I had contacted the office first, but after two days had not received a response. He advised me to contact him directly if it happened again. Fast forwarding to this past week, I noticed another panel had popped out of the top rail on Sunday, March 5th. I texted Greg around 8:10 am on Monday, March 6th. Around noon, I had not heard from Greg so I called him. The phone rang for a while and then I received a message saying the person I was trying to reach was unavailable and call back later. I then called the office. I left a voice mail explaining the situation and said that I have a very large dog who requires a secure fence, and I said that I was hoping someone could come out and fix the panel ASAP. Later that night, around 8 pm, Greg texted me to tell me he was no longer with the company. When I had not received a return call from the office in 24 hours, I called again. This time someone answered the phone and I again explained the issue and asked that someone come out and fix the panel. The receptionist took my contact information and told me that someone should contact me within a “week or two.” I said, “A week or two?!” She then said, “Oh, you need someone to come out sooner than that?” I had not only explained on the voice mail I left the day before that I have a dog over 100 pounds that needs a secure fence, but I told the receptionist during that same conversation. I told her that I could not wait a week or two. She said she would try to have someone contact me sooner. I told her I really appreciated it and we ended the call. Three days later, on March 10th, I still had not received a phone call. I’ve been taking my dog out in the backyard on a leash because I can’t trust the integrity of the fence. I called the office again in the morning and spoke to someone named Jen. I explained the situation again, and she said put me through to someone named Brandon. I explained the issue yet again, and he told me he would see if someone could come out that day. He said someone would call me back. I gave him my work number and asked that whomever returned my call would call me at work because my cell signal at work is unreliable. About 12:45 pm, I received a call on my cell phone from Frank (who I later found out is co-owner of Creative Deck) and he said someone was at my home but couldn’t get in the yard to check out the panel. I said that was because the gate is locked and I was not home. He asked if I was opposed to the guy climbing my (six foot) fence and me telling him where the loose panel was. Before I could reply, my phone cut out. As I was trying to call him back from my work phone, he called me back on my cell. I answered and explained that my cell signal at work was spotty which is why I gave Brandon my work number and asked that whomever called me used my work number during the day. Frank asked again if it was okay for the guy to climb my fence and I said no because I wanted to be there when the repair was made. He became very argumentative and hostile. I told him that Brandon told me that someone would be calling me back, not that someone would just show up. I told him I didn’t think it was an unreasonable expectation to expect someone to call me before they show up at my home. He said it wasn’t unreasonable, but they don’t always call. They show up “when it’s convenient.” He commented that I’ve been calling for three days now so they showed up today when they could. I said they should have called me first and I could have made arrangements to be there. He was extremely disrespectful. I told him I don’t know why he is arguing with a customer. As I was trying to explain why it was so important to have the fence fixed, he kept talking over me and continued to be disrespectful. I asked him if the guy would be able to return to the house that day (Friday the 10th) and eventually he said the guy would probably be able to come back because he would be in the area all afternoon. He said he (don’t know whether he meant himself or the guy) would call me first. I asked him if he had my work number and he verified it from his notes. I told him until what time he could reach me at work and then after that he could call my cell. I thanked him and hung up. I never received a phone call and no one ever showed up Friday afternoon after I got home from work. However, I can see that they clearly disregarded my express denial of permission to enter my property because I found my ladder, which had previously been lying flat on the ground, opened up and standing next to my fence inside my yard. The least they could have done was fix the panel since they were on my property, but the panel is still loose. I will NEVER use this company again. Setting aside the issue with the panels, and my lack of confidence in the security of the fence as a whole, I will never do business with someone who speaks to me the way this co-owner spoke to me on the phone. It’s a shame for them because I am about to begin getting estimates to rebuild my deck and they definitely will not be contacted by me.