Hi Karen,
My name is Tyler and I am the General Manager here at First Class Fencing. This letter is regarding your gate latch that has fallen off. Before even attempting to explain the reasons leading to this unintended mistake, I would like to sincerely apologize to you for any inconvenience this may have caused.
At First Class Fencing, customer satisfaction and warranty is something that we take very seriously and would never compromise under any circumstances. Unfortunately, sometimes mistakes happen but a satisfactory solution is always in place and preventable measures are introduced.
After a thorough review of your case, I’m not sure why this issue wasn’t addressed but I know this is clearly a mistake from our side and we take full responsibility for it.
In our attempt to serve you better and retain you as one of our valuable customers, we would like to have someone come out immediately to discuss and fix the latch that has fallen off. I hope you find these actions satisfactory and up to your expectations, it's the least we can do. To arrange a time please contact me directly: tyler@firstclassfencing.ca
We take this opportunity to thank you for your feedback which allows us to serve you and other customers better.
-First Class Fencing
Reply created 11 Oct 2018