COMPLAINT: Rob Blount, Washington, D.C.

"I hired Hercules Fence to install a 7-foot red cedar fence and gate with wire fencing on the outside of the gates. Cedar can have knots that dry out and fall out, leaving holes in a variety of sizes.

"When I called, they informed me this can happen, but it's covered under my warranty. I have 52 cedar boards that need to be replaced; the crew showed up with 40 boards stating that is what the salesman told them.

"I have three 6-by-6 posts that have splits in them 2 inches deep and the salesman stated this is not covered. The warranty states that if this happens, they will contact the supplier for replacement, yet I have no new posts.

"I also want to know why the posts are not western red cedar, which is what I paid for. The posts used are pressure treated boards. Nothing in the contract stated pressure treated boards as well as red cedar boards would be used."

DESIRED RESOLUTION: "There are nine cedar boards and three posts I want replaced. There are also three cap boards I'd like replaced. Also, I think I am due some sort of a refund if alternate materials were used."

RESPONSE: Brenda Fahr, office administrator, Hercules Fence

"Our goal is to address the member's concerns and provide the best solution available to resolve them in a timely manner. Our ultimate hope is to regain his confidence in Hercules Fence.

"The fence installed at his residence was indeed a 7-foot high red cedar solid board fence. As an industry practice, pressure-treated posts are utilized in this type of fence installation.

"Our estimator, Mike Hane, should have made that perfectly clear to the member. Also, the contract specifically states that the wood is a product of nature, warping and splitting do not constitute a defect of product.

"The splitting he has experienced with his posts is unfortunately a result of the impact that nature has on wood. We met with the member and were able to come to a resolution.

STATUS: Resolved