We regret that the member is confused about many of the facts regarding our interactions with his wife and will be more than happy to make this situation clear. 1. In order to give our customers access to us 24 hrs a day, 7 days a week, we have an answering service that immediately forwards all calls/emails to the appropriate person. 2. Our salespeople NEVER use “high pressure sales tactics,” as the following emails between the member and our salesman, Brian, will show. 3. The “delay" was definitely not on our part; we had the utilities marked and the job scheduled more than once. the member postponed the installation for various reasons, as her emails show. FROM THE MEMBER AUG 21, 2012: Brian, Thanks for coming out today to give me an estimate. Hope you made it out of that storm that came gushing down right after you left. I will watch for your email. Thanks FROM BRIAN AUG 23, 2012: Hi Member, I dodged the rain all day. Medina Fence will furnish...(detailed estimate follows along with Brian’s cell number) FROM THE MEMBER AUG 24, 2012: Brian: I also want to get those dead trees cut down before you install. If you have anyone to recommend for the job let me know. Thanks FROM THE MEMBER SEP 12, 2012: Hi Brian: I am rethinking where to fence and considering smaller area off house including covered deck but excluding pond. Thanks for the Tree Master referral. They are cutting 16 trees on Thursday. I will get back to you soon. Thanks FROM THE MEMBER OCT 9, 2012: Hi Brian, I have come to realize that post and rail with mesh wire is not going to work for my cats. I have changed the layout slightly also. It is now 269 ft with 1 double gate and 3 single gates. What would the price per foot be for a good neighbor Boston picket fence with federal post caps? You can see picture of this fence on elyriafence.com. I know I’m running out of time weather wise. I’m not interested in having the posts routed as shown on their website. Thanks Our salesman met with the member two more times, and spoke on the phone several more times, not to pressure her into a sale, but to help her decide on her fencing plans. It is not uncommon for Brian to meet with a customer more than once, and it is certainly very common to talk or email a few times, when the customer has many questions or has changes to make. This is a quality Medina Fence is known for: customizing and individualizing your fence to suite exactly your needs...no high pressure sales, just fine tuning. On Oct. 16, 2012 Brian met with the member to go over the terms of the contract, collect a deposit and sign the contract. It is our company policy to obtain a deposit of half up front so that the material can be ordered right away. Our contract also states that we have a 10% cancellation fee. FROM BRIAN OCT 29, 2012: Hi Member, Received your message, no problem putting it on hold, we will be waiting for you when you are ready. Also, as far as post installation by trees, we will not harm the trees and have to use wood post to fasten the back rails to them. Thanks, Brian FROM THE MEMBER DEC 31, 2012: Brian, Happy New Year to you and your family. While we are waiting for the snow to melt so we can see where the electric lines are, I have another fence for my garden I would like to have posts installed for a nd a gate. There are no underground issues to be concerned about. I had a 16 by 65 foot garden tilled for next year and want to fence it in as soon as weather permits. Its located on the empty side of the lot in front of the evergreen trees. Again there are no underground lines to be concerned about. How high do you think I should go to keep deer out? Between the trees and the garden fence I want a long tall 6 foot pergola tunnel going the width of the garden, 65 feet. So, that would be three rows of posting for the 65 foot length. Gates on both ends of pergola and gate for one end of garden fencing. Yes I am ambitious. I love gardening. Call me when your available to meet me for this additional project. Thanks, Brian and I’m very sorry for all the delays in the other fence. Thanks FROM BRIAN JAN 4, 2013: Hi Member, Thank you, Happy New Year to you and your family! Sorry for not getting back to you sooner, our company email was down for a couple days. (Our provider was using the holiday time to make some updates) Can we get together next week to discuss your garden plans and to map out you underground utility lines? We are ready for you when you are. Thanks! Brian JAN 8, 2013 The Member contact our office to set up a meeting with Brian for project discussed in previous emails. On January 10 or 11, our salesman had his 4th meeting with the member, this time with the member in attendance. Brian took measurements for the next fence project (garden and pergola). During this meeting the member informed Brian that the member and other family members voted against her wishes to have the wood picket fence she had contract on Oct. 16, with our company, installed. Future fencing projects were discussed with Brian once their new addition to their home was complete. During this visit, Brian was informed that the members still had not moved in to this property yet. JAN 24, 2013: quote for garden fence sent to the member. (waiting for pergola prices, Brian explained this to the member) FEB 5, 2013: The member emails Brian saying that the garden quote is much higher than he expected. Cancel original fence job altogether and return deposit. FEB 6, 2013: Brian tells the member he will inform the office of his decision. We sent a refund check out on Feb. 15, minus the 10%. By this time, the materials had been sitting here for over two months. We have since had to sell them at a reduced price, which is why we put the cancellation fee in our contracts. There was absolutely nothing sneaky or underhanded about any of our business with the member; Brian said she was a pleasure to discuss her plans with and we were looking forward to installing her fence. We think that this web site is a great idea for customers...after all, our company is made up of people who hire contractors as well, and we all want honest, trustworthy help. However, we don’t think this is the proper response to this situation...no fence installation took place, although we sure would have liked to have installed the members fence for her. Medina Fence has a reputation for integrity and sincerity, not the kind of nonsense the member is talking about here.