I just completed a fence installation (between the raindrops) for a guy that paid over a thousand dollars for a fence installation from one of my competitors just 6 weeks ago. He was so frustrated with the other guys that he asked to see if I could fix it for him.
They supposedly have a guarantee on everything and it certainly should have still been covered. I came out to do the repair - but, it was installed in such a strange manner that I couldn't find the problem. I gave him a quote for me to start from scratch with all my hardware. I also gave him a quote for me to re-run the wire, but use their hardware (to save him money). But, I advised him that my evaluation thus far was free and that he really should call this other company and demand they fix their problem. I won't mention the other company's name, but it rhymes with "Indelible Wrench".
Guess what choice he took? He was so angry at the Indelible Wrench company that he didn't even want to dial their phone number again. He paid me another thousand dollars to do the same exact job he paid them to do just 6 weeks ago. He said they did it wrong, treated him like he was stupid when he complained, and they wanted to charge him extra to fix their original mistakes.
This guy did not seem to be especially affluent. He worked for the federal government and owns a nice, but modest house. His wife wanted him to call the other company, but he said he wouldn't do it, but she could. She also declined to deal with them again.
I gave him a bit of a break on the price and bought back his Indelible Wrench Hardware (I'll sell it on e-bay). I have a feeling he'll be my best salesperson for a while.
I hear complaints about this company quite often (although not to this extreme). I just can't understand why I'm not rich yet, when my biggest competitor does such a lousy job.
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