In mid-April, I contacted 6 metal fabricators requesting a custom iron double gate to replace a…read more20-year-old dilapidated wooden gate. JRC's Jesse promptly arrived, carefully measured the space, and took many notes on my design. JRC's final estimate was very detailed, and the cost was exactly what I had expected between the other estimates I'd received. I put down 50%, and Jesse said it should take 4-6 weeks.
Everything was going well until I realized it was the beginning of June and I hadn't heard from Jesse in 8 weeks. After my calls went unreturned, I emailed JRC's Director of Operations, Stephanie, who replied, "Jesse said he and one of our welders are working on your order, and you can expect completion in about a week. By Monday, we should have a better scope of exact install dates."
After still not hearing from Jesse by the end of June, I reached out to Stephanie again for an update, who reported, "Our welder said he expects himself to be done tomorrow. We will be sending it to be powder coated, which just takes a day or 2."
Another 3 weeks later in mid-July, with no installation date scheduled, I got a last-minute call explaining that they just had a cancellation and that they could install it today if I was available.
Arnie arrived within the spontaneously scheduled window and got right to work installing the gate and meticulously making sure it was exactly right. He even hauled away the heavy old gate, which was very much appreciated.
In the end, I'm very happy with the final build and installation, but JRC's communication leaves much room for improvement. I'd reached out to Jesse on a few occasions, and it took weeks to get a single response. A simple message that things were moving slower than expected or that it was going to take 12 weeks instead of 4-6 would have gone a long way. Also, having an actual installation date versus a last-minute cancellation that I could fill for them would have improved the overall process. Thankfully, Arnie left a very strong and professional last impression, as did Stephanie for her prompt and repeated replies. I only wish I didn't have to manage the project after all the missed milestones and awkward radio silences.