****UPDATE*** I wanted to update my previous review because there has finally been a resolution,…read morebut honestly, I am more ticked off about this situation now than I was before the work was completed. After everything I went through trying to get someone to show up, I was relieved when the repairs were finally completed. However, receiving a phone call afterward asking me to remove my 1-star review because they are a small, family-owned business made me even more frustrated. I believe my review should reflect the entire experience, not just the fact that the work was eventually completed.
Last year, I left Pro-Line a 5-star review because I was extremely impressed with the installation process and quality of their work. Unfortunately, after this experience, I changed that review to 1 star. I have also noticed several other recent 1-star reviews describing experiences similar to mine, which makes me question how much this company has changed since I originally gave them 5 stars.
To clarify, the repairs I needed were not warranty work on the fence itself. My fence was damaged during the re-grading and sod work done on my property through my home warranty. I simply needed Pro-Line to come out and repair the damage.
For approximately three weeks, I repeatedly tried to get someone to come out. I called at least five or six times, sent two emails, and had four scheduled appointments where no one showed up. I made arrangements around these appointments, including missing work and staying home waiting for someone to arrive. Nobody showed up or contacted me.
After another 10am no-show Saturday, I called again Monday. This was the first time anyone actually apologized to me. I was told someone would come out sometime Monday. Around 4:00 PM, I called again because nobody had arrived and the store was getting ready to close. Once again, I was given more excuses. I finally told them not to worry about it because I was tired of playing games and didn't expect anyone to actually show up.
I was then told that a worker had already been contacted and would be coming shortly. Surprisingly, around 6:00 PM, a gentleman showed up and fixed everything without any issues. I genuinely appreciate that the repair was eventually completed and that I was not charged for it.
I thought that was the end of it until Pro-Line called me today. The woman I spoke with asked if the work had been completed, then asked me to remove my 1-star review because they are a small, family-owned business. She also mentioned that they could have charged me for the work but chose not to.
I told her I appreciated the free repair, but I would not remove the review. I told her I would update it to accurately reflect what happened, which is what I am doing now.
The comment about being able to charge me for the work also came across to me as pressure to remove the review. After everything I went through just to get someone to show up, I found it frustrating that the focus seemed to be on removing the review rather than addressing why I was upset in the first place.
This review is not about the money. It is about showing up when you say you will, communicating with your customer, and respecting their time.
I originally recommended Pro-Line because I had such a good experience with my fence installation. Unfortunately, this has been one of the worst customer service experiences I have personally dealt with in Alabama.
I cannot recommend Pro-Line to anyone based on this experience. I will make sure my experience is documented and shared anywhere I believe it is relevant. If new families move into my neighborhood and ask me about fencing companies, I will be completely honest about my experience and tell them to choose anyone other than Pro-Line.
Good luck, Pro-Line. You have lost a customer, and I'm sure you will lose plenty more if you continue treating customers the way you treated this disabled veteran. Oh, and by the way, I took down the 1 star review like you asked. Here's another 1.
