Like so many before us who've hired Contour Fence NW, we want to reflect on the work we received from this business. Throughout the process, we've experienced highs and lows. From the initial paperwork to scheduling, to installation, and reinstallation, and reinstallation, before finalizing payment. The work performed was not 5-stars, because to achieve this status, the business would need to arrive on time, do the work right the first time, and provide a positive customer experience. It's worth mentioning the installers were friendly, the administrative staff helpful, and the resolution to any issues was satisfied. But, the fact remains, they did not perform the work right the first time.
We understand Contour Fence NW will not appreciate a lower than 5-star review. But the fact remains, they failed to communicate updates to schedule, failed their initial installation attempt, but also showed a willingness to make it right when it was clear they made mistakes. Putting it simply, based on prior reviews, this is not the same Contour Fence from a few years ago.
Your individual experience may vary and we encourage you to consider them, if this is your first time getting a fence installed.
Breakdown.
-1 Customer Service - Scheduling. This is mostly associated with schedule changes and issue resolution.
+1 Installation & Time. 50/50. This includes fencing and gates.
+1 Customer Service - Issue Resolution.
+1 Materials.
+1 Workmanship.
Overall, would I go with Contour Fence NW again? If the work is done right and scheduling impasses are not a factor, then yes. But I want it known, based on the reviews I've seen a couple years prior, this is a business that cares, especially when repeat mistakes are made. But as I stated, like a chipped diamond, the work performed was not 5 star.
Background.
In mid-July, we selected Contour Fence NW for our installation. Having declared any special requirements, Contour Fence NW asked us to pay 50% upfront to cover materials and labor. Besides 50% upfront, they presented us with a contract that provided many consumer rights and responsibilities. Finally, we were informed we would receive a confirmed date in early August.
By mid-August, with no confirmed date, we reached out and were confirmed for September 7th, barring any scheduling challenges associated with weather. The last week in August, we received a confirmation of September 7th.
On September 7th, approximately noon, we reached out to Contour Fence NW and were told the date had moved back to September 8th. 3/4 into the conversation, the representative apologized but it was clear someone failed to call us back as promised to reschedule.
September 8th, the installers arrived, contacted us by knocking on the door, and proceeded with the work. Halfway through the initial work, they asked for confirmation on the installation of the gates, which we confirmed. During this process, we discussed height concerns, which never made it into the notes, and also anchoring the posts to the house. Last, a last-minute change was accepted regarding our decorative lattice dimensions.
September 9th, with the posts secured and fence framing and gate posts installed, they proceeded with installing the fence. Three-quarters through the fence installation, we left to run errands, with the understanding completion would be reviewed by us later, even if no one from Contour Fence NW was present. We would like to make it known Contour addressed our initial gate height concern by including additional material at no cost.
September 9th, late-afternoon/early evening, we reviewed the finished work and discovered a flaw in the design associated with one of our gates. We immediately contacted Contour Fence NW.
September 12th, we explained and sent over photos of the issue. Someone came out and addressed the issue not by replacing the gate but addressed the clearance (from the ground to the bottom of the gate) by simply lowering the gate.
Mid-way through the week of September 12th, we finally escalated to the owner when we felt the representative was not addressing the issue. As a small business, this caught the representative and the owner off-guard, but they understood the basis for this escalation, called their speciality installer out, and addressed the issue beautifully. We recognize we could've repeatedly reached out to the same representative we'd been working with. However, between the upfront cost, the language in the contract, the lack of scheduling change communication, and repeatedly back-and-forth to correct the gate, this seemed the quickest way to get things done. read more