Plain City fencing company mends dispute with customer

Plain City fencing company mends dispute with customer

Member complaint

I hired Outdoor-FX of Plain City, Ohio, to install a vinyl fence. I’ve had many issues since it was installed. Within months, my gate fell off. I called for a repair and didn’t hear back from them. I called again, and they promised to send someone, but no one came. They promised to send someone again at a specific time, yet again they didn’t show up until hours later. When they did come, they just put a screw in the gate. I found out they hadn’t been doing vinyl fences for a long time, although the salesperson said they had. The spacer posts also always move and I can see the neighbors through them. They told me they have no idea why this is happening. When strong winds came through, the top of the posts came loose and blew away. I called the company again and asked that they send more caps, but of course I didn’t hear back. I paid big money for this fence, they were there to collect the money, but gone when I needed customer service. I want the caps replaced, a resolution for the spacer problems and a way to make the fence not blow away when there are winds. If they can’t do this, I want my money back.

Sharon Mathias, Lancaster, Ohio

Provider response

I returned from being out of town and learned of this complaint. I called the customer and went to her home to discuss a plan of action. She was satisfied and happy when the call ended. I will fix the issues. We’ve been installing fences since 1998 with qualified installers that are trained with this product. I will follow up with the status of the inspection and our plan and the date of action.

Bryan Crister, president

Status

Resolved

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Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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