WACO Fence Co complaints

The customer paid his deposit on 08/06/2021 and was informed that we are typically 6-8 weeks out from the date of deposit. In the next 6-8 weeks, the customer called several times and if we missed the call (since we are quite often on the other line or out of the office), we called back. Anytime he called we updated our timeline and situations (down 2 crews and major supply issues). We explained that we could not put him ahead of others who had waited longer and that we were on a very large job that took nearly a month instead of the 1 week it should have due to these supply issues. The customer continued to call and demand refunds but when we would talk, he would just say "ok, I just wanted to make sure you were going to get it done", and that he would wait. We also exchanged emails in the same manner. On 11/08/21 we filed the 811 dig request in order to prepare for the job, so his fence line was marked and cleared. Once we received the all clear we sent the work order to our crew (work order was sent to our crew on 11/11/2021), he did not answer the door and called on our personal cell phone that night to complain that no one had shown up to install. We do not start tear out until the customer is aware we are there. The customer was adamant about receiving a refund again even though we were trying to get the job started and despite that fact that our contract states that when we arrive on site, the customer actually is to pay another 25% and we had already purchased all the materials and dedicated the next 2 days to this job. So we entered him into our bill pay with our bank the next day (this is how we issue refunds so that we have plenty of documentation). The soonest it could be processed by the bank and delivered was 11/24/2021. As of this moment it is showing "processing" in our bill pay, so he should receive the payment this week. He also called again yesterday and this morning and just before this complaint was received we had spoken with him and he said he understood that he was receiving a check via bill pay and seemed content. Unfortunately in August we could not foresee how bad the supply issues would be a mere couple of months later. I hope this is all resolved and I wish the customer a happy holiday season.

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