I have never been spoken to the way that the owner, Stacy, spoke to me on the phone. The lack of…read moreprofessionalism, accountability, and communication both with customers and internally among their own team is absolutely unacceptable.
We got our fence installed August 24th and it took until October 8th for the work to be correctly completed.
After install we reached out due to multiple issues- post caps were not secure, gaps in the connections, wobbly gate, pickets sticking out of the ground (a serious safety concern for our dogs, which we had repeatedly made them aware of), and flimsy gate latch that had been marketed to us as an upgrade over a competitor's product (Neighbor went with a competitor and had none of these problems). They had sent people out four times to address the issues, to which only one or two of the problems would be fixed. Because the work remained incomplete, I withheld the remaining balance until everything was corrected. Despite this, I continued receiving calls from their finance department asking about payment, even though the company had not fulfilled its end of the agreement.
During one of the final visits, Ian acknowledged the loose post caps and mentioned he had never encountered that issue before. Mind you, approximately TEN caps were loose on our fence that was about 2 and a half sides. He specifically told me he would look into securing them with glue or adhesive, so I was waiting for him to return and complete that work before making the final payment.
A few days later, I received an incredibly aggressive phone call from the owner, Stacy, demanding to know why I hadn't paid, insisting the work was complete, and repeatedly referencing how many times they had come out to "fix my requests." These were not unreasonable requests or additional work I was asking for. These were defects and installation issues that should never have been there in the first place.
When I explained that I was still waiting for the post caps to be secured as Ian had discussed, Stacy essentially accused me of lying, insisting they have never glued fence caps and that no employee would have told me that. Interestingly enough, I went back through my security camera footage and found the exact conversation where Ian stated he would do so.
The day Ian finally came back to fix the caps, I paid later that evening (10/8 around 2pm). Two days later on Saturday morning I get an email from Stacy asking where the final payment is. I attached screenshots of transaction from my bank as well as the paid invoice receipt which states myself AND the business get an email of payment. The business responded with "thanks, we will update the file".
This experience has been nothing short of frustrating from start to finish. Between the poor workmanship, repeated service visits, complete lack of internal communication, constant pressure for payment on unfinished work, and the owner's incredibly unprofessional behavior, I am genuinely shocked by how this company operates.
Customers should not have to chase a company for six weeks to get the work they paid for completed correctly, nor should they be spoken to disrespectfully for expecting exactly that.
