Quick Fence Repair: 5 On Your Side Delivers Rapid Results

On May 28, 2024

TL/DR –

Marcia Dure, a Lowe’s customer, struggled with a poorly installed and faulty fence, but was unable to get any assistance from the company or its contractors for six weeks. After turning to 5 On Your Side, a consumer advocacy group affiliated with WRAL News, Lowe’s responded promptly, offering daily updates and eventually repairing the fence. Although Dure’s one-year warranty had expired, she believed the issues with the fence stemmed from substandard installation.

Marcia Dure’s Fence Trouble Resolved With Lowe’s Help

Marcia Dure experienced issues with her Lowe’s installed fence, which had collapsed and seemed unstable from the start. She reached out for help, but the responses were far from satisfactory. It was only after 5 On Your Side got involved that she saw improvement in customer service and her fence problem was eventually resolved.

Dure had her fence installed by Lowe’s in November 2022. She reported the installation as substandard and the fence as not sturdy. On February 29, 2024, when Durham, where Dure lives, was hit hard by heavy rain, the fence’s resilience was challenged. The fence partially collapsed.

For six weeks, Dure battled with Lowe’s, the installation contractor, and the fence manufacturer, to no avail. She firmly believed that the fence issues were due to poor installation rather than the expiration of her one-year warranty. Consequently, she sought the help of 5 On Your Side.

“I watch (WRAL) all the time, and I see what happens when (5 On Your Side) gets involved,” said Dure. After 5 On Your Side reached out to Lowe’s, the company’s response was swift and effective. Its customer service transformed from unresponsive to proactive, with daily check-ins and updates.

“The customer service representative was calling me everyday. She was updating me. That’s what I needed initially,” Dure added. Within a few weeks, her fence was repaired, adding another successful case resolution for 5 On Your Side.

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