Redrock Fence Company

Prior to scheduling an appointment for an estimate for the following week, the customer asked if we repaired white picket fences. We advised that we do repair the wood picket fence but unfortunately, we do not paint after installation. The customer then asked if we could just figure out a painting price along with the repair so that she could turn it in to insurance. We advised her we would be willing to figure out a repair estimate along with painting the fence so that she could have one total estimate to turn in. The following week our salesperson went out to the customer’s home at the time scheduled for the estimate and the customer was not home. The repair was obvious, so we were able to measure and come up with a price on repairing the fence. The salesperson left his business card and brochures on vinyl fencing in case the customer wanted to purchase a white vinyl fence in lieu of the wood repair. Later in the afternoon, our salesperson called the customer to give her the price. Once our salesman went over what needed repaired, the customer stated she did not want to piecemeal the job and insisted that the whole front part of the fence run needed replacing, even though the whole front was not damaged. Our salesperson was willing to work up that price separately so the customer would know what price range she would have. The customer then stated “Wait, you are the ones that don’t paint?” Our salesman stated correct but we were willing to at least work up the price but the painting would have to be contracted out to another company (as stated the week prior to the customer). She then stated again that she did not want to piecemeal the job and didn’t want to run around getting two bids for fence repair and painting and no matter what wanted one contractor to do both. Our salesperson stated that he had wished the customer advised him of this prior to going out for the estimate so that he did not waste his time looking at the repair and working up a price. The customer then became irate and stated, “You know what, I just buried my relative and now that you’ve really pi$$ed me off, I will not do business with you” and hung up without even giving our salesman the chance to respond, give her the price he worked up, or express his condolences, which he was getting ready to say as he was rudely hung up upon. The customer never advised our salesperson during the call that she was at a funeral until she became irate and stated so. She never stated on the phone that our salesperson was interrupting, or he would have asked her to call back at her convenience. Our salesperson did not become angry on the phone, but was calm and stating the facts. A bill was generated for the trip made to the customer’s home. Once received, the customer called in to speak to management in regards to the prior conversation with the salesman and the bill, where she threatened our company with litigation and media press. Management advised her to just disregard the bill. Our company has not been in business for 30 years due to poor customer service. We strive on our service, but as you can see, not all customers can be satisfied.