ComplaintsforCarnahan White

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July of 2019, we commissioned Carnahan White to replicate exactly, a fence that the company built in the 70's. On the first attempt with the fence, it had a mistake that we asked to be corrected. Instead of correcting the mistake, they tore the entire fence down. Then they started replacing it with the wrong style of fence. Luckily, we were home to stop them from building the wrong fence. At this point, we asked the company not to continue construction, because we were leaving the country for two weeks. We wanted to supervise the construction to make sure the fence was level and straight, unlike the first attempt. As a result, they came to the house and built the fence while we were gone. They started the fence with the wrong board, and they were so proud of their work, they didn't even put their badge on it. It's obvious that if a fence constructed by them doesn't have curb appeal, they don't care. After we returned home, we called them to discuss all the debris left in our side yard and another missed attempt of replicating the original fence. The company rep and the original salesman, who took photos and drawings of the original fence, came to the house. The sales rep told me that the fence was impossible to build and that they could not produce the photos. We were told that we would have to come up with photos of the original fence, even though he had taken them during his visit to give an estimate. At this point, we feel we have been lied to. We told them we would not pay another dime. The sales rep agreed and left. In September of 2020, we received a statement from a collection agency, to collect the balance owed. In response, we wrote a letter explaining the situation, and now, 17 months later, we are being harassed by another collection agency for payment. This is not ethical treatment by a BBB accredited business.

  

  Business response

  04/19/2022

  There are some things in this complaint that are true and a mistake on our part. Our salesperson **** absolutely did notate the wrong style of fence on the work order which required us to unfortunately start over on the fence. That is a pretty large and costly mistake on our part, but certainly fixable. As for waiting for two weeks while customer was out of town, I have no idea nor recollection of that. The only issue that I was aware of was that **** and **** went out to the *****'s house to discuss their statement that the fence should be level and straight at the top while also following grade at the bottom. When ****, who has built fence for 34 years informed Mr. ***** that his yard went down a hill and could not be ran level, even running a string to show Mr. ***** that the fence had grade change Mr. ***** told him that **** "sniffed glue". At which point they came back and gave the complaint to me since Mr. ***** had escalated it at that point. I left the *****'s several messages over the last couple years and never received even one call back to even have the opportunity to address the situation. I have not called them in quite a long time since they never returned a call and it was my choice to send it to collections since they refused to call me back. I have attached a picture of fence in their yard which shows that it obviously goes downhill. The fence in the picture shows the fence close to the ground and following grade at the top, if we ran it straight at the top with no grade change it would be feet off the ground as it went down the hill. If the *****'s had ever returned even one phone call I would have not turned into collections and we might have been able to resolve this. If the *****'s would like to reestablish lines of communication and meet onsite to take a look at the fence I would certainly be willing as that was the original goal after all.

  Thanks,

  **** *****

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