On this past Memorial Day, I was the victim of an attempted break-in. In the process, a window [which I had gotten installed through Long Fence less that 2 yrs ago] was broken. Even though I have a “lifetime” warranty certificate that says it covers broken glass for any reason, I was told that I am not covered because the window was broken due to vandalism, which they don’t cover. The certificate does not say anything about that but the customer service representative said that it is written somewhere on my contract. So, I was informed that if I wanted the company to go ahead and order the glass, it would take anywhere from 1-2 weeks for them to get the glass in. After about a week and a half, I called back because I hadn’t heard anything. I was told that because I didn’t call back to confirm that I wanted the glass ordered no one had placed the order. I very upset at this point, but I went ahead and told them to order it anyway. After a couple of days I received another call saying I had to pay up front before the order was placed since I was not being covered by an insurance company. I gave my credit card information and my card was charged for the approx. $150.00. I got a call a little over a week later letting me know that the glass had arrived and for me to call and schedule an appt., which I did. The appt was supposed to be for July 11 between 9 and 3 and I was told that someone would call me on that day to let me know about what time they would come. On that Saturday, I stayed home and waited and waited, checked the phone, checked the door several times and no one had contacted me. I waited until after 5:00 to leave the house just to make sure no one was coming. So, I left a message for someone to call me as soon as possible. Since the office was closed on the weekend, that didn’t happen until Monday. I spoke with several customer service reps and told them the situation and was informed that in the system it was a note saying that a technician came to my home and I was not there and a note was left, which is a lie. I had a baby shower to go to and even got to that late because I waited until after 5:00 to leave my home. It is not possible that someone came by or even called me at all unless it was after that time. I have put over $7,000 into this company and it has been more that a month since my window was broken and I have not gotten anything close to the service that I deserve. When I ask for a manager, I keep getting transferred to the same person who keeps telling me that only thing that I can do is reschedule … and what? Wait for another week or two to get this taken care of. This is just ridiculous.
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