The entire experience was horrible. The finished fence isn't terrible…read more
I am particular about the wood used so I had the salesman bring me samples of the two thicknesses they offer. The thicker one was rough sawn on one side which I didn't like, he said if I wanted it smooth on both sides, use the thinner board, so I chose those. I signed the contract and then never got an email or call even saying they acknowledged I had signed. I thought that was odd, so I had to call them to verify they got it.
Day 1- Start time 8-9. Showed up at 8:15 The lead installer walked the job and saw the post-it note on his paperwork that said "One Day" and he had a fit. Was visibly upset and called his office. They had told me it was a three-day job, so I am not sure why they put everyone through this emotional nightmare at the start of a job? He then said they forgot the jackhammer, left at 8:30 and got back at 10:00. Tore down existing fence. Took off existing lock to reuse and put the lock and screws in the dirt of one of my planters. We talked about the boards for the fence and the company does not carry any smooth on both sides boards like the ones I was told I would have (and that I had a sample of).
Day 2- Start time 8-9. Called at 7:30 said going to another job first, will be here after 1:00. I called corporate and asked why they weren't at my job and why they didn't have the boards I was bid on? The CEO said if they don't carry the boards I was shown, they just wouldn't finish the job. WHAT??? My biggest nightmare, the old fence is down and they are walking off the job. I was thinking I would go pick up the boards locally or pay the difference for them to purchase some. Nope, he didn't even want to talk about any solutions. I was beyond distraught at this point. The local branch did eventually go through their stock and try to find the smoothest boards they had and did say they would finish the job, but at this point I pretty much despise this company and what they have put me through thus far.
Day 3- Dig out existing cement plugs- put dirt all over my flagstone patio. Cut wood on flagstone patio, sawdust everywhere- in beds, in grout, on plants, in the mulch, etc.. The driveway is 5 steps away and would have been better for cutting and placing piles of dirt. Putting down a tarp would have been smart as well. I had the drip system all coiled and tied up so there were only three places to avoid stepping, yet they stepped on the drip lines dozens of times, even though they could have been easily avoided. They also stepped on plants in the ground that also could have easily been avoided. Seems like they just didn't care about my property or my gorgeous patio area.
I had decided on their metal posts and apparently, the wood rails are not thick enough for these posts, so everywhere a board goes on a metal post, that board sticks out farther than the other boards. It is very obvious on the ends which flair out. They said they would fix it, but it has been over seven weeks now and I have not heard from anyone. He said to give him a couple weeks. So much for the lifetime warranty
Day 4- They tried to install my lock and it doesn't fit. So all these guys with all this experience didn't know that a lock that has had the stems cut to fit a 4" post, wont fit on the new 5"post? This left me without a lock over the weekend, an extra four days of worry about a break-in. I am baffled that everyone said my old lock would be fine.
In the photos you can see where the boards flair out at the end of the fence, that every rail is cracked where the screws are (not sure if this is normal?), the pilot screws they put in the trellis but did not remove them or take them out and put the regular bolt in the same place, etc....
