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I recently received some Ornamental aluminum fencing information from your company and would like to thank you for your quick response to my
inquiry. I am considering a purchase from your company for my project, but have a few questions for you. First, how is an incorrect or incomplete order handled? For instance, assume that my order arrives, but it is determined that I received incorrect parts, or not enough parts. I am also assuming here, that I have not made a mistake when I placed the order. Do you ship the correct parts or missing parts to me at no cost? Or would I have to pay to get the correct order?

We will help you prepare a material list, if you send a drawing by image in your e-mail or fax. A simple hand drawing is sufficient. Make sure you show the amount of footage on each side of all gates. With our help, you can usually get the correct quantities from the start. We do not accept the responsibility that our assistance will result in an accurate material list, because you took the original measurements. If quantities are miscalculated from the start, you would have to order additional parts at your expense including shipping costs.

If we ship the wrong parts or insufficient quantities that you have paid for, naturally we will send them at our expense. If any product is damaged by the shipping company, we will replace these immediately, but you must note that in writing on the bill of lading when you accept shipment. If you notice that damage has occurred after the driver leaves, simply call us with a list of what needs replaced. Save all damaged items and packing materials for the shipping companies insurance adjuster to examine, if they choose to do so. Also see our shipping policy for more details.

Second, you have indicated that you have a seven day-a-week answer/help line in case I run into problems with my installation, but I would prefer clear, concise printed instructions with illustrations if available. Let me know if a good set of installation instructions are included with my order.

Immediately after you place an order, we will send the material list and installation instructions by mail. Read the installation instructions immediately. If you note that your material list needs to adjusted, based on new information, call us right away so we can adjust your order.

Third, I have reviewed your referrals and it appears that most folks are happy with the product. But, I am still a little uncertain about spending thousands of dollars on fencing via the 'net. I would appreciate it if you could supply with some referrals, such as trade groups in your region that you might belong to, and perhaps some companies that you have installed fence for and may have agreed to give you reference.

We understand your skepticism. We share the same concerns. If you don't want to use the Internet, call me toll free at 1-800-355-2335 and use the more conventional telephone and personal method.

You are wise to ask for referrals. Checking out the company you intend to do business with assures we will make the sale. You will have eliminated 80% of our competitors. Here are some additional facts and referrals:

We have been in business for 30 plus years as Hoover Fence Co. Over the years we have also started other businesses, all of which are owned and operated by Hoover Enterprises, DUN#78-940-0439. Hoover Fence and Hoover Enterprises are family owned. The name Hoover, our namesake, is our business name and is our most important asset. Our family name and reputation is on the line. A consideration that XYZ Company is not concerned about. (No intentional reference to XYZ Company intended, if one actually exists).

You can check out our customer references at: Customer Referrals
Our reluctance to provide their addresses and phone numbers are out of respect for their privacy, but we could provide you with that information privately.

Finally, I believe my project may run around $3,400. Another family we know also installed a pool this summer, and is very interested in ordering ornamental aluminum fence also. Their project appears to be around the same size as mine. If we were to place our orders together are there any additional discounts on the cost that you could offer us. We live about 1 1/2 miles apart so delivery of the product could possibly be handled by the same truck.

If the shipments are to be delivered to two separate addresses, they must be handled as two separate shipments to avoid mishaps. A discount will be figured for neighbor's ordering simultaneously and shipping separately. A larger discount will be figured for shipping to one address and combining your orders. The amount of discounts depends on volume.

I appreciate your time in reading this, and look forward to hearing from you regarding the above inquiries.

Name withheld by Hoover Fence