UPDATE: KCEN gets Copperas Cove woman's fence fixed for free

Lowe's fixed Donna Twait's fence free of cost, after local contractors failed to properly install it multiple times since 2010. Twait had paid more than $10,000 for the fence.

Author: Andrew Moore, Patrick Mueller

Published: 8:22 PM CST December 10, 2018

Updated: 8:12 AM CST December 11, 2018

COPPERAS COVE, Texas — KCEN Channel 6 reporter Andrew Moore first reported in November about how a Copperas Cove woman spent $10,000 on a fence from Lowe's, only for it to fall four years later.

A month later, Lowe's built Donna Twait a new fence for free.

Twait said her first fence was built in 2010, then it was re-installed in 2012 after the first contractor didn't install it properly.

A few years later, it started falling down and she said she could never get Lowe's back out to correct it, despite the hefty price she paid.

Family friend Charles Durcan reached out to Channel 6 about the fence fiasco. Channel 6 News Reporter Andrew Moore documented the issues with Durcan, as he was able to provide the original plans for the fence.

Moore documented that the previous contractor did not use enough concrete to set up the fence posts, and did not fasten the fence rails to the posts correctly. Moore sent several detailed emails to the Lowe's corporate communications, letting them know there would be a story and asking for a response. A Lowe's representative called Twait the next day.

"After the story showed on the TV, I got a call the next day," Twait said. "They said that they would be in touch with me again."

Lowe's later sent representatives to the house. Twait was told she would get a new fence for free.

When Moore returned to Twait's home Monday, her backyard looked completely different. The old fence was almost completely removed and a new one was in its place. Twait said the new contractor that Lowe's sent out was a huge improvement.

"So far it has been very positive. The workers seem to be doing their job and keep me informed on what's going on," Twait said. "They appear to be doing great. These three seem to take pride in their work."

Twait said the new fence would not have been possible without the help of Charles Durcan, her friend, Moore and Channel 6.

"I just so appreciate y'all," Twait said. "Channel 6 is definitely my channel now. Really was always my channel though.

Lowe's corporate communications department declined to give an interview, but provided the following statement:

We're pleased Mrs. Twait is very happy with her new fence. Our goal is to provide a great experience for every customer. If any customer has a concern, we encourage them to speak with a store manager or assistant manager, who would be happy to work with them to reach a resolution. - Steve Salazar, Lowe's Corporate Communications Manager”