I got a new fence constructed in early June of this year. At the end of June, I noticed that the 2x4 that the gate latch was screwed to had split, and the latch had fallen out. I requested a repair in June, then July, then finally August, but nobody ever came out. It's now October and my gate is still tied shut with rope.
- Approximate cost of services:
- $2,000.00
- Company Response
Hi Karen,
This letter is regarding your gate latch that has fallen off. Before even attempting to explain the reasons leading to this unintended mistake, I would like to sincerely apologize for the inconvenience this has caused.
At First Class Fencing, customer satisfaction and warranty is something that we take very seriously and would never compromise under any circumstances. Unfortunately, sometimes mistakes happen but a satisfactory solution is always in place and preventable measures are introduced.
After a thorough review of your case, I’m not sure why this issue wasn’t addressed but I know this is clearly a mistake from our side and we take full responsibility for it.
In our attempt to serve you better and retain you as one of our valuable customers, we would like to have someone come out immediately to discuss and fix the latch that has fallen off. I hope you find these actions satisfactory and up to your expectations, it's the least we can do. To arrange a time please contact us directly at 403.991.5995.
We take this opportunity to thank you for your feedback which allows us to serve you and other customers better.-First Class Fencing