Hi. In September 2012 I supplied and installed a rear garden boundary fence for a domestic client using 100mm posts and 6ft closeboard panels on gravel boards. Client brief was to replace an existing fence which had fallen down, and separated her garden from that of the neighboring property. Neighbouring property is a rental, and she wanted a safe and secure environment for her nephew to play in. Panels were from reputable local specialist fencing supplier and client was happy with installation and settled invoice. She rang about 4 weeks ago to complain that the fence was full of holes! It turns out that 4 or 5 knots have fallen out of the fence panels and her garden was no longer private (forgetting she is completely over looked from flats opposite and neighbours extension window which is higher than her fence). I responded to her complaint by letter, informing her that I was not liable for general wear and tear, and as a natural product could not predict how it would respond to environmental conditions. I did get the opinion of a couple of fencing suppliers, who said that they had never had any similar complaints and she was having a laugh. In response she is claiming that I am in breach of the Supply of Goods and Services Act, and is basically wanting a new fence. My wife rang her to clarify my position and to try and explain to her that wood does have natural defects and a few knots falling out was par for the course and an acceptable risk. The customer was very rude and claimed that she actually wanted a sound proof barrier and total privacy from her neighbours. I wrote back to her, stating that my quotation notes did not have any mention of her unusual requests and if she had made these clear, then I would have recommended an industrial metal fence or brick wall, and that it was not possible to create a sound proof barrier. I reiterated that I had no liability for the knots falling out, and that I would not be entering into any further correspondence regarding the matter. She had now written back again, denying that in her telephone call she said anything about sound proofing or total privacy, claims that I should have made it clear that there were different types of wood and that finally it is my responsibility to provide evidence that I am not responsible for any issues regarding general wear and tear. Everyone I talk to thinks this is highly amusing and I am confident that I have no liability for this problem, however I just want to see if any other tradesmen have had similar experiences?
Thanks
Stewart
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Replies
its a natural product . - your supplier will back you up and can show here the fsc? materials charter they adhere to ,
if its treated/tanalised with brown/green tanalith 'e' etc then it will be guaranteed rot free for 10-20 years..
i had a client who moaned about a crack in a 4x4 pointed top gate-post and withheld a cheque for a large amount for a couple of days, it was all bespoke and she had an excellent job done, for some reason , i think as it was plained / tongue and groove paneling it was not treated - so we cuprinoled it 3/4 coats well.in forest brown.. - he had to come from the sawmills office and explain to her it was just how it was & natural . that it would not do any harm and he posted her a guarantee / letter inc certificate of their register.
she swore very soon as he came , ' im not fing having that' at that point she had lost he said ( to me after) and he calmly / explained the situation and he wasn't there to be abused..
she understood and got the post & paid me in full , and i paid for the materials on my account.. :)
a good lesson and cannot be argued with... it was concreted in with galvanised furniture and the 3ft gate was hinged on it well. it had a weather -top' point also i recall. - just an inch crack long / about 3mm? gap. !!
if your client is interested they actually supply all the double sound-proofing wooden 10ft? closeboard type fencing along the motorways / M6
if shes so bothered about 10 x 6ft wooden boards/single pieces would be around £7.00 to screw over the top of each hole ;)
Sounds to me as though she that now she has seen the fence, it wasn't quite what she expected and is looking to land the blame on you. I have had a couple of customers mention the same thing (with feather edge) especially near their patio - we have just popped a replacement in and everyone's happy. From the tone of your thread, I feel there is more to it than that.
If you google "knots falling out of fence" this discussion comes up second. If your ex client googles that phrase she will see what you are saying. I'm not sure if it bothers you but I wouldn't like to be seen talking about her in public like this!