If I could give Midland Vinyl Products a 20-star rating I would! What an absolutely outstanding company with impeccable customer service!
We decided to do a vinyl fence to replace our old chain-link fence. We had MVP come out and do measurements for a quote. We did do some shopping around and decided Midland was our best option all around. They we're competitive in pricing and super knowledgeable with a great selection of products and amazing ratings!
From start to finish Gwynn, Mike, Tony and Charles were really a pleasure to work with. Tony and Charles both worked so very hard installing the fence. They even custom made a gate for us that turned out to be really nice.
MVP has a great team, and I can't thank you all enough for my gorgeous new vinyl fence. I would recommend Midland Vinyl Products to anyone!
Thanks Again,
Kendal and Brandy
Submitted by Kendal George on 10/24/2023
I am writing to share my recent experience with MVP regarding the repair and replacement of my vinyl fence. While I appreciate the efforts of the three MVP employees who worked at my house, I would like to address some concerns that have arisen during the process.
On May 18, 2023, I reached out to Gwynn, the President of MVP (nice person), regarding the fence repair and replacement. We initially discussed the project via phone, where she found my information in the system from a previous installation of a private fence and gate by MVP. We continue the discussion through email - Gwynn provided an invoice and stated that scheduling would occur within 6-8 weeks upon receipt of a partial payment. I promptly provided my credit card information to pay the first half of the invoice, as requested.
However, a month went by without any communication, prompting me to contact Gwynn to confirm my continued interest in the project. I assured her of my commitment and made the payment, but instead of using my credit card, I decided to send a check. Throughout our email correspondence, it was consistently clear that the work was intended to be done at my personal residence. Unfortunately, a misunderstanding occurred on MVP's end, and they mistakenly believed the work was for the HOA and involved the perimeter fence responsibilities.
The issue arises from the fact that MVP performed work at multiple houses, including the incorrect locations, despite the work order specifying my address for the gate repair at my house, which was accurate. I am troubled by the expectation that I should bear the cost for the work that was mistakenly conducted at the wrong houses. In an email, Gwynn mentioned that "**** will have to do this legwork since he signed the contract." However, I did not sign a contract for the work done at my house, raising questions about the responsibility for the error.
I have already paid the initial down payment and, based on the completed work, I acknowledge that I owe a remaining amount, which I am willing to promptly settle. However, it is disheartening to witness the error being directed towards me when MVP was the party responsible for the mistake.
I wanted to highlight the positive aspect of my experience with the three MVP employees who were present at my house. They were professional and provided excellent service, which I greatly appreciate.
Additionally, I was informed by an MVP representative that a previous installation in 2006 was incorrect due to the use of oversized pillars, resulting in the fence hitting the other side. I mention this in the hope that it will assist in rectifying any ongoing issues.
I am sharing this feedback in the spirit of constructive criticism, as I believe it is essential to address concerns openly and professionally. I trust that MVP will take this feedback into consideration, recognizing the need for clear communication, accurate project execution, and fair resolution of any mistakes.
07/20/2023 6:57 pm
Below is her respond to the miscommunication. She take 0 ownership and place the responsibility on the customer? I am glad I have all of the email communication.
My fence is part of the neighborhood perimeter which is the resident's responsibility. Instead of asking the owners of the home to continue the work, they decided to continue the work after they found the error.
Taking ownership when their is an error and try to find a resolution is good customer service. Placing full direct blame on the customer is bad customer service.
Once again, the three gentlemen that fixed/replaced my fence were great.
Her response: "Just before the installation, I made sure Mr. Tran was aware that we would be onsite to service the perimeter fence and to inform any neighbors along the fence line in case they had dogs - which he thanked me for."
My home is part of the neighborhood perimeter -
Submitted by Alexander Tran on 07/21/2023
