Fencemasters & Driveway Replacement Specialists, LLC

"We strive to accommodate our customers within reason.  We believe we went above and beyond standard customer service practices.  She contacted us after hours on the weekend and weekday, going back and forth, changing her mind several times about what she wanted to do concerning different parts of her project.  We exercised patience and addressed each concern with grace and clarity so that she would be satisfied with whatever choice she made for each part of her project.  Our customer's complaint was concerning the color of the finished product, but our estimate clearly states that it takes 90 plus days to 'cure out'.  During that time period, it goes through several color changes until it comes to it's final color.  It also states clearly on the estimate, that a 'resurface, recapping, or repair' is not under warranty.  This was explained to her and she was fine with that.  She complained several times that she was not happy with the resurface and kept referring to the amount she paid for it in spite of it being a resurface and not under warranty.  In an attempt to satisfy our customer, we redid it, not as a contractual obligation, but as a COURTESY only.  We also re-wiped down the posts to get rid of concrete splatter, but she was unhappy with that as well.  We did our best to satisfy our customer.  We came to the conclusion that she would not be satisfied unless the porch was replaced.  She did not pay for a porch replacement, only a resurface, which carries no warranty. ? We consider this matter resolved and closed."

"As a business owner in this society where reviews are tremendously important, this post frustrates me the most. This customer contracted US during the winter and it was a house flip. We met went over the layout, discussed the square footage, gave him a square footage cost, and then gave him a discounted price after negotiation. He then added some additional work gravel to be spread into the back going to the rear garage, and we accommodated that. We performed all of our work in a timely manner and completed the project within just a few days, and we have videos of this project if you would like to see."