COMPLAINT: Richard Hornsby, Galloway, Ohio

I submitted a signed contract to Guardian Fence Co. Inc. to replace my old fence with one constructed of cedar and pressure-treated lumber. I asked them to please be careful of the neighbor's plants near the existing fence. While they were careful with the remote water meter attached to the old fence, the neighbor's plants were almost a complete loss.

When I found the fence complete, I immediately noticed what I thought was a problem –­ the wood didn't look right. The stringers/rails were a different color than the posts and were stamped with markings like SPF and STUD. I immediately called the company. They said what they had installed was "wax-coated" pine and that everything was normal. The explanation sounded believable, and not being a carpenter myself, I paid them for the work.

Rather than accuse anyone of wrongdoing, I continued investigating "wax-coated" pine only to find out what I'd suspected — this was not only a violation of the contract terms but an impossibly wrong material to use for any outdoor project. The owner of the company, [Henry Francis Jr.], later confirmed the fence was wrong, a mix-up in the yard where the wood was stored. The fence already is warping after only two months, and there are cracks in the boards. The entire fence needs to be replaced — again.

DESIRED RESOLUTION: I would like a refund of $2,628 to replace my fence.

RESPONSE: Henry Francis Jr., president, Guardian Fence Co. Inc.

We had ordered some two-by-fours for a customer who was going to build a carport. A new employee loaded the wrong stud grade two-by-four's from the carport [for Richard's job]. This was a mistake. I called him to explain what had happened and that we'd replace his fence in about two weeks.

He was told when he purchased the fence that treated materials would get cracks and warp. This is the natural process for treated materials. We have tried to resolve this issue with him by replacing the fence.

STATUS: Resolved