Complaints

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• Initial Complaint

  Date:31/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2018, I signed a contract with Williamsburg Woods and Gardens (“WWG”) for the installation of a PVC fence with gate in my backyard. The contract stated there was a 5 year warranty on the workmanship and a lifetime manufacturer warranty on the PVC.
  
  I paid the deposit in August 2018, and the balance was paid after the work was performed in October 2018.
  
  On September 30, 2019 I contacted WWG via e-mail because the fence shakes quite a bit when windy. The *****, ***** ********, responded to my e-mail and said this is normal.
  
  On August 31, 2022, I contacted WWG again to report that the fence is starting to fall over on one side, and I am no longer able to get the gate open. I sent pictures and requested someone come out to the house to fix these issues. Someone (no name was provided) responded to the e-mail and seemed to ask someone named *** to stop by and take a look at my fence. No e-mail address appears for *** in the To or CC fields so either they BCC’d him or never dispatched the request to him.
  
  On July 14, 2022, I contacted WWG again and reminded them that I am still waiting on them to come repair my fence and gate. It has been a little over 2 weeks now and still no reply, hence why I am now reporting this to the ***.
  
  I believe WWG’s strategy is to intentionally stall until my warranty runs out so that they can then tell me I’m out of luck. This type of unethical behavior is unacceptable and I am hoping you can assist in pushing them to make this right.
  
  I have attached some of the correspondences I’ve had with WWG along with other documentation for your reference. Please let me know if there is anything else you need from me.
  
  Thank you,
  *****

  

  Business Response

  Date: 08/08/2023

  Re: Complaint dated Aug 2, 2023 "***** *******"
  
  Sorry, we must disagree with Mrs. *******.  All her inquiries were handled properly by our repair section.
  
  – Aug 2018 – Contract signed.
  
  – Sept 30, 2018 – Agreed.  PVC fence moves with the wind otherwise the fence will snap and break.
  
  – Aug 31, 2022 – Damage was reported to client that it was not workmanship but excessive wind damage and a charge to repair was to her account.  Client did not order repairs and we never heard from her again.
  
  – July 14, 2023 – Work order issued to our repair department.  Pictures supplied ruled minor repairs possibly due to last two tornadoes that hit the area.  Client was informed that her repairs would be done when we were in the area.  Work was not major and her statement of her not being able to go in her back yard due to gate was untrue.  In fact, if the gate was not working client could go into her yard on the right side of her house as she never finished the fence and it was wide open.
  
  – Aug 8, 2023 – Repair crew went to client’s home.  Damage assessed as tornado wind damage so heavy that our steel pipe was bent.  Gate post is washed out from the water running down the hill.  The repair crew repaired free of charge.  Tried calling client 3 times on the telephone August 8, 2023 to explain what was done.  Client hung up all 3 times.
  
  ***** ********
  ********* * WW&G