Fencing job goes great except for material mix-up

Fencing job goes great except for material mix-up

COMPLAINT: Frances Gillespie, Lexington, Mass.

"I hired Reliable Fence of the North Shore Inc. of Woburn [Mass.] to replace the fence posts in my cedar fence. The fence was about 14-15 years old and leaning, due to rot. They said they could replace the posts with cedar or pressure-treated wood. I confirmed that I wanted cedar, and they e-mailed me an estimate.

"The workers who did the installation were very friendly and professional. After they were done, I found out that my cedar fencing now had pressure-treated posts. I called Reliable Fence to let them know they installed the wrong posts. The representative said the estimate was written for pressure-treated wood. I checked it, and he was correct, even though I had asked for cedar posts. I would never have asked for pressure-treated posts, as I consider them unsafe. I have heard nothing since then."

DESIRED RESOLUTION: "I want Reliable Fence return and replace the pressure-treated wood posts with cedar posts."

COMPANY RESPONSE: Mike Therault, director, Reliable Fence of the North Shore Inc.
"We have a contract, signed by this customer, specifically requesting pressure-treated posts. Nonetheless, we want to do right for the Angie's List community. So, if this customer is willing to pay the difference in the costs of the posts, we will absorb the entire labor cost of the re-install and will send a crew to install the cedar posts."

STATUS: Resolved

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