My wife and I recently contracted their services to install a residential fence.
Unfortunately the company and it's representatives failed to live up to its name and reputation claims in every way possible. First and foremost the timeliness of the communications from our sales rep left a lot to be desired, often claiming that we would have an answer or email in 24 - 48 hours only to wait in excess of 96 plus hours. Don't get me wrong when we finally heard from her she was professional, attentive and friendly but far from timely.
Our primary disappointment begins with the shoddy craftsmanship followed by a slew of excuses for the amateur level work. Wood scraps and screws left in the yard, screws sunk way to far into the pickets, the top scalloped edge looked to be hacked away by eye sight with no regards for measurement. If you don't have the skills or tools to scallop a fence properly, don't offer the service. Honestly a beaver on a leash could have chewed better lines in our fence. One of the more disturbing blunders was the two gates we had installed, both gates had roughly a 2 inch gap. Finally the dirt from all of the post holes was piled up against the fence bottom like a earthen damn, perhaps my fault for not seeking clarification from the installer when he stated they would spread the dirt out along the bottom of the fence. I mistakenly assumed the would spread the dirt in the yard and I would perhaps have to plant a bit of grass in the fall, nope, instead the dirt was piled against the fence, aside from being unsightly I fail to see how anyone would find this good for a wood fence, let along a professional installer. Upon meeting with our sales rep and expressing our concern she immediately begins taking notes and finally admits that a lack of attention to detail was obvious and she would have the same crew come the following Monday to address all of our concerns and on top of that she would see about adjusting the bill for the hassle. Monday comes and goes and no response, finally Wednesday night we get an email stating the installers will be on site first thing Thursday morning to correct the errors and that she personally would go over the punch list with the crew and then finally inspect the finished product.
Let us start with the positive of saying the dirt is gone and the yard looks much better, unfortunately the clean up and repairs go down hill from there. They did nothing to address the fact that they sunk screws more than half way into the pickets on the majority of the fence. The two new gates they were suppose to build didn't happen either, they simply removed half of the pickets on the gate, cut the center one a couple inches wider and installed new pickets. They did attempt to cut the tops of the 4 x 4 posts evenly, or should I say more evenly than they had cut them the first time.
The final correspondence from our sales rep, the invoice that I am reluctantly paying. No follow up email or phone call to make sure they had corrected all work to our satisfaction. As for the adjustment on the bill less than 5%, which truthfully should be more like 50% after hearing all the hype about their quality of product being far superior leading to their higher priced bid. We are not only disappointed, but I recommended against using this company to our friends and neighbors that are currently looking to install a fence and quite frankly anyone in the area that will listen. The quality of the wood product will prove itself out over time, but the quality of customer service and workmanship should shame any honorable company out of business, I don't know how they can consciously stand behind their claims and charge such outrageous prices when they fail to deliver on every level. read more
