Verified Company
I had a really rude conversation with them on the phone about fixing a fence, and I'm an independent contractor and business owner myself. They could've given me advice or even sold me the right parts to fix it instead of saying they had to fix it themselves. There's nothing special about it, it's just wires.
Reply from DogWatch by K9 Keeper Fencing
We take feedback seriously, but we do need to correct a few things here.
We were not rude on the phone. We were direct and professional in explaining that this is not a repair that should be attempted without the proper materials, tools, and system verification.
As a utility contractor, you should understand the importance of locating underground wiring before digging. This is standard practice, and the system in question was damaged during that process.
This is also not “just wires.” These systems require specific wire, proper waterproof splices, and correct reconnection. In twisted pair sections, if those two wires are connected in the wrong order, it can result in the dog being continuously corrected inside the yard instead of only at the boundary. Because both wires are typically the same color, even a trained technician cannot reliably determine correct orientation without proper testing.
That’s not something we’re going to guess at or walk someone through over the phone—especially when the safety and well-being of someone’s dog is on the line.
Every year, we perform dozens of repairs for customers—at their expense—correcting improper splices done by others who assumed it was “just wires.” Those situations often become more complicated and costly than the original damage.
When we complete a repair, it’s done correctly, tested thoroughly, and backed by our warranty. That means the system is safe, reliable, and functioning as intended. A repair done without the proper process does not carry that assurance.
When a contractor damages an underground system, the expectation—just as with any utility line—is that it’s repaired properly by the responsible party or the original installer—not guessed at.
We stand by the guidance we provided and will not risk a dog’s safety for the sake of a shortcut.
We were not rude on the phone. We were direct and professional in explaining that this is not a repair that should be attempted without the proper materials, tools, and system verification.
As a utility contractor, you should understand the importance of locating underground wiring before digging. This is standard practice, and the system in question was damaged during that process.
This is also not “just wires.” These systems require specific wire, proper waterproof splices, and correct reconnection. In twisted pair sections, if those two wires are connected in the wrong order, it can result in the dog being continuously corrected inside the yard instead of only at the boundary. Because both wires are typically the same color, even a trained technician cannot reliably determine correct orientation without proper testing.
That’s not something we’re going to guess at or walk someone through over the phone—especially when the safety and well-being of someone’s dog is on the line.
Every year, we perform dozens of repairs for customers—at their expense—correcting improper splices done by others who assumed it was “just wires.” Those situations often become more complicated and costly than the original damage.
When we complete a repair, it’s done correctly, tested thoroughly, and backed by our warranty. That means the system is safe, reliable, and functioning as intended. A repair done without the proper process does not carry that assurance.
When a contractor damages an underground system, the expectation—just as with any utility line—is that it’s repaired properly by the responsible party or the original installer—not guessed at.
We stand by the guidance we provided and will not risk a dog’s safety for the sake of a shortcut.
