Our overall experience with 3:23 Fence Company is average because there were several hiccups…read more After chasing them with phone calls and text messages, they came through ultimately gave us a beautiful product. I'd say, if we could have been there in person, this experience may have been very different. Below is an account of our experience.
My Husband and I own a rental home in San Antonio, TX. The backyard easement fence needed replacing on 3 sides. We obtained 3 quotes through Yelp. After reviewing the reviews on Yelp and speaking with Marilyn and Maegan (owner of 3:23), we felt they were a company we can trust even though they were not the cheapest.
Maegan (owner) and my Husband spoke on the phone and discussed some specific ways he would like the fence be further reinforced. Maegan assured him his request can be done, but there will be added charges. We had no issues paying more for a sturdier product. 3:23 required a 20% deposit to lock in the appointment, 30% due at the start of work, and final balance at the completion of the job. Our second check arrived in the mail 2 days later than expected which caused 3:23 to stop work on the second day. It was understandable. Once they received the 2nd check, they resumed work the next day; on a Saturday. Once they finished, they expected the remaining balance paid that day. Unfortunately, my tenant was not at home so no one was able to inspect the work. I gave 3:23 the benefit of the doubt and paid the $2K+ balance via Venmo for work rendered. That's when it went downhill from there.
The following Monday, my tenant texted a video showing a section of the fence swaying back and forth unsecured and there were exposed screws and nails. My heart sank realizing I had zero leverage since I paid them in full. Given their stellar Yelp reviews, I remained hopeful 3:23 would take care of it. I texted Maegan the video and she informed me she was at a school function for her child and she will get back to me the next day.
No one followed up the next day. We ended up having to text and call them again. Maegan's Husband Roland (Owner) called us back. Roland explained why there was movement. The sway was the result of the Texas's easement access requirement and the specific hardware we asked them to use. We were taken aback by this as at this was never addressed during the initial discussion. As a matter of fact, Maegan assured us it was perfectly fine that we wanted extra reinforcement. Assuming this issue could not been foreseen, at the very least someone should've brought this to our attention at the time of install so we can discuss a resolution. After all, they are the professionals. After that conversation, we thought we had reached an understanding because Roland assured us he will meet our tenant, inspect the fence, and make it sturdy. He finally met my tenant 4 days later. He promised he would return the next week and be sure to coordinate with the tenant.
The following week, my tenant texted him and I texted him...Another 4 days went by, no word. I finally reached Roland on the 5th day and his curt and short response was, "I'm attending a wedding out of State. But my guy is on site now and the issue is a none issue. I'll text you a video." He did not coordinate with my tenant and again no one was there to inspect the work. My tenant was able to inspect the fence when he returned home that evening and confirmed the fence is finally secured.
I am confounded and let down by this entire experience. On the one hand, the fence they build minus the swaying is beautiful. On the other hand, the amount of energy it took to get them to fix a simple safety issue was like pulling teeth. If only they would do right by their customers then this review would've been so different. Instead, I am left spent and drained from chasing them down to fix what they didn't do in the first place. Unfortunately, an averagee review is all I am able to give for all the reasons detailed above.
