This was the most frustrating project I've experienced in 30 years of dealing with contractors and trades people. The owner seems knowledgeable, confident and professional with a friendly demeanor and I believed I had chosen the right company for the job. This is a 43' L shaped fence. The project did not start at the verbally agreed time. Many subsequent emails were sent to determine when the project would commence. One day, without notice, someone delivered the 4x4s and left them unstacked in the dirt. Another day, again without notice, someone showed up to start the project. I then received two emails explaining they couldn't start the project - one email stated the existing chain link would have to be removed before they could dig and set the posts. I had to remind them that the chain link fence removal was part of the scope of work. The second email advised they would require outside power for their equipment. I responded, Had I been informed they would be onsite the power would have been made available. I was advised they would arrive the next day. About a week later I received a call from my neighbour that the crew was onsite, I was out of the city, and the posts were being set. Upon returning home the 4x4 posts were up. Not one of them was set at 4 feet, they varied from 16 to 32". Most of the posts had concrete on two sides and dirt on the other two. The concrete appeared lumpy and I could break it apart with my fingers - the concrete had been poured 6 hours prior. The old chain link fence was removed, rolled up and set on some plants. The guys arrived around 10:30 the next morning. I explained the issue with the depth of the posts and the state of the concrete. As I applied a small push to one of the posts and it and the concrete mass moved in the dirt, the owner suggested he could add more concrete. I suggested the posts and existing concrete be removed, the holes dug to the appropriate depth and new concrete be poured around all four sides. I forgot to mention that I was able to insert my arm from fingertip to elbow down the side of one of the posts and feel only post and dirt. With the concrete posts redug and reset the framing commenced. The top rails and channel boards were attached and I mentioned that one run was hung 3/4" lower and it would be prudent to use a line level to ensure the framing was square. The workmanship continued on this way boards cut too short, angled cuts, cracked or gouged materials etc. Each item I pointed out was addressed and for that I give them credit. However, I would have preferred not to have supervised a project to this degree. The fence was completed August 3rd. The contract for the fence was signed June 2nd. The two months in between were stressful and challenging and at times I considered giving up the non-refundable deposit and building the fence myself. I could not recommend this company
- Approximate cost of services:
- $1,400.00
- What could this company do to improve their services?
- Communicate with their clients and keep appointments.
- Any advice to offer fellow homeowners facing a similar project?
- Have a firm start date written into the contract
- Company Response
There are always 2 sides to every story and it seems like this customer has forgotten the praises she left for my crew and I the day we finished up. As a courtesy I didn't bother charging for demo of the old fence and did work around some inconveniences like outside power not being turned on despite being asked upon signing and it being the Summer months. There is no mention of the mature tree and the discussion of roots and change in scope of job surrounding such. No mention how it took over a day for her and her husband to decide on how much to cut off of the one post 1" or 2". We had accommodated homeowner quite a bit considering it was a smaller job. Customer needs to understand that she was not the only job at the time. Timeframes and timelines are all explained up front. No customer is more special than the other. Timeline was buggered up when old chainlink wasn't removed and my worker had no hydro to undertake it to keep to the plan. I had mentioned to Lynda just leave it and we would do upon next visit, to avoid losing another day. Homeowner is accustomed to doing things her way and I can respect that; however, she chose not to build her own fence.
I have pictures of the completed job as well as images showing that before even finishing, how homeowner had started painting the fence. We always strive to make our customers happy and thankfully our track record is pretty good considering we don't have a name on our shirts, wear a company hat, or carry vehicle signage. I don't even use lawn signs but rely on word of mouth.
It's unfortunate that this customer maliciously took to social media instead of talking to me the day we finished. However, we wish her all the best and feel honoured to have done a project with the lady who discovered Mike Holmes!