SUNNYVALE FENCE AND IRONWORKS

"[member name removed] gave us a low mark on responsiveness to his customer service issue, yet failed to add that we had sent crews out on separate occasions but couldn't do any work because no one was home (even though he said he would be there). And his "multiple" issues were actually just "multiple pickets". The Mfg. had not applied "pre-stain" to the tips (ends of the pickets), and we had to brush the stain on. Sunnyvale Fence Co has always provided and will continue to provide first rate service to it's many customers."

"When installing a chain link fence on rolling terrain, you can try to keep the top of the fence as straight as possible, but that means the bottom of the fence (which has to run parallel with the top) will be off the ground in places where the terrain dips. Vice Versa, If you want to keep the bottom of the fence on the ground, that means you are going to have to "roll" the top of the fence with the terrain. There is no way to have it both ways unless your terrain is level (no valleys and peaks). The customer says we could have "dug" out the high places, but this was a very large area with natural rolling terrain. You can't just "dig" out the high places. We have responded to the customers complaints and put the fence on the ground as requested."

"Sunnyvale Fence responded to each one of this customers more than two dozen complaints. Half the time he wasn't there when he said he would meet us and we wasted numerous trips. Other times when we did have access, his gate operator was working fine (we have video proof). We tried to tell this customer from the beginning that his slide gate operator needed to be electric (hard wired) versus Solar Powered because of the size of the gate. The customer wouldn't take our professional advise and, as a result, we have spent numerous trips out to work on a system that we advised against."

"We have responded to this customers complaint several times and serviced his gate at no charge even though it wasn't covered by warranty. The problem is he had severe ground cracks that caused the gate post to shift. Our warranty specifically states that we do not cover damage due to acts of nature, droughts, ground cracks, etc.... North Texas has been in a severe drought for three years now and it's creating havoc with fences, foundations, and other structures. No service company's warranty covers this."

"It is unfortunate (and we think unfair) that we have been given an "F" across the board for the stain issue. The boards come pre-stained from the manufacturer and only have a one year warranty (the fence itself has a longer warranty). A Mfg Rep inspected the fence, documented it with pictures, and concluded that the stain color showed nothing more than ordinary fading after almost two years exposure to the elements. No one ever suggested the stain would still look like new after this long. However, we would be more than happy to give this customer a discounted price to have the fence re-stained with another coat. Again, we think it is extremely unfair to be graded this way and we object to it even being posted prior to getting our response. We also think it is very unfair that a complaint remains posted on Angie's List if we show it to be unwarranted. Angie's list is great for exposing bad and unscrupulous contractors. However, it can also damage the good reputations of excellent contractors. Angie's List operates under the assumption that every single customer has a legitimate complaint, and therefore they are going to post those complaints no matter how absurd they might be. And they will be posted even before the contractor is given the opportunity to respond. That's not right. Even the BBB will first send a copy of the complaint to the contractor and give them the opportunity to respond and / or work with the customer. If they don't get a response, then they post the complaint. That's perfectly fair. If Angie's List continues to operate under their current reporting and grading format, eventually every contractor in the country will have some bad marks. It's just a matter of time. We have been in business a half century longer than "Angie's List". We stand behind our business model. I'm not sure Angie's List can say the same."

"First, it’s our policy on all retail jobs to secure a deposit before beginning work. The customer is informed of this policy up front and it’s written in the contract. Second, we never told the customer he would get all his money back in the event he was not completely happy with everything. That was never communicated verbally or in writing. We’ve never instituted a “Money Back Guarantee.” It’s too easy for someone to take advantage of a policy like that. Instead, we strive hard to make all of our customers happy, and in our 48 hears in business, we’ve never had a single customer request their money back. Third, we don’t deny the customer had to furnish information about his property lines. It’s common sense that the customer has to furnish this information in the form of Survey Plat. The city requires it. Fourth, the customer could have cancelled the contract within three business days and received a 100% refund of any deposit (stated in bold face in the Agreement). After the three day grace period, the customer could still cancel for any reason as long as work had not commenced. On his job, we had already bought the material and started work. In this case, the customer is responsible for a 15% cancellation fee (again, stated in the Agreement.) Fifth, as the customer pointed out himself, we have been out at least ten times on customer service calls. This doesn’t sound like someone who is ignoring the customer. Most of the calls have been regarding the Solar Slide Gate Operator. We told the customer from the beginning that it would be better to “hardwire” the operator (less mechanical issues). But he went against our advice and selected the Solar option. It should be noted that we have been there more than once to perform service at his request, only to find the gate working perfectly. It is working perfectly as of this response. We have it on video. Sunnyvale Fence has continued to provide service to the member. He, on the other hand, has told our technician (and the owner) that he gets “satisfaction” out of continuing to call Sunnyvale Fence out on service calls, whether he needs service or not. He has called the owner on his personal cell phone at 1:00am in the morning. We welcome him to call us as long as he has a genuine problem. We would just ask that he go through our office and call during normal business hours. Respectfully, Terry Shupp"

"Sunnyvale Fence disputes the facts as related by {Member name removed}. It has never taken our company 2 months to finish a retail project. We have documentation that it didn't even take 2 weeks. I don't know how the customer came up with this figure other than the fact it has been almost six years and she doesn't remember. But, as stated above, we do keep computer records of customer files and have documentation proving otherwise. Also, had {Member name removed} called us back on the leaning posts, we would have fixed the problem. We have no record of a call back. Sunnyvale Fence has been in business almost 50 years and we pride ourself on Quality Projects and Customer Service. We have completed over 80,000 projects in the DFW Metroplex area. We welcome any and all feedback and the chance to rectify any problems."