Vincent

Vincent, Appreciate you posting a summary of your experience working with us.

Although we use select or no 1 grade lumber this has little to do with the natural properties of lumber.
As natural wood behaviour and properties include, shrinking, warping, splitting, twisting etc... This is something that occurs and can cause issues not due to installation or quality of workmanship but simply due to natural wood behaviour and properties which are largely out of any installer's control. Furthermore, it is all outdoor lumber that is susceptible to this and even Cedar would share similar properties and behaviours.

Warranty Exclusions that are Industry Standard including from HOME DEPOT or any other big box store Installation departments would include items such as this as technically if a gate is jammed due to a warp it would not be eligilbe for a warranty claim.

Having said that In or Out of Warranty when it comes to Our Customers we do all we can when a fair and feasible request is made to remedy the situation.

Although Warranty is meant to cover 'Lift / Lean of Posts' or 'Detaching Sections' we do our best to adjust gates when requested and take care of our customers as best we can when fair and feasible.

Glad we resolved your issue to your satisfaction and once again thank you for sharing your experience.

Sincerely,

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Alon Zamdvaiz
Sales Manager
CAN DO Fence and Deck
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Sales Office: (416) 630-DECK (3325)
Mobile: (416) 989-3934
Email: alon@candofence.com

Hello Vincent,

Good morning, it is unfortunate to see this review that you have posted based on our service. I will answer each of your concerns as I always did from the beginning.

Our truck arrived 1 hour and 20 minutes after you die to the fact that you took the 407 highway which is an express toll meaning no traffic on your end. However, we discussed that we were unable to use the 407 as our residential trucks don't use transponders. You had even told me that you knew there would be traffic for us. We have updated GPS systems that can show you our delay of 51 minutes on the 401 due to two accidents. Moving trucks also cannot go 100-120km/hour as normal cars can because of the size and weight in the truck.

Now, regarding the credit card processing fee, as of 2013, merchants are in fact allowed to charge up to 4% and anything beyond that is illegal. You were notified via email as well as verbal agreement that there would be a fee. Taxi cabs, convenience stores, a majority of moving companies and many other companies charge a surcharge when using your card. We give the option of paying debit (no fee), e-transfer, and cash.

You called the office when everyone was off for the day as we do head out at 3. I am sorry that we couldn't address with you on the day of but the team leader had explained the details. Regarding broken items, I was notified that it was a single item IKEA back piece to a shelf in which we will compensate for the replacement. Send us the info on the model and we can look into it.

It's always unfortunate to see that clients were happy with their movers and the service only to find a 4 Star review. Reviews are very damaging to a business especially in Homestars. As you can see we have an excellent rating here and your review has been the lowest score we have received in all or years of business including Google and Facebook reviews.

We hope you can accept this detailed response as a clear explanation and hope you reconsider the nature of your star rating. If you need anything clarified, feel free to contact me. We had great business interactions prior to your move.

Thank you!

Thank you for your Review. I'm glad I could help out and enjoy your new home, she is a beauty.