Long Fence

I writing to express my extreme disappointment in Long Fence. Long’s Fence’s installation, the materials used and customer service have been horrendous. Long Fence did a horrible job installing our fence. My wife and I initially noticed that the fence was several inches off the ground in numerous places. The installer tried to hide the defective installation job by piling mounds of dirt under the worst locations. I contacted Long Fence and discussed the issue. I was told to contact Mr. Mclean. I did so. I spoke to Mr. Mclean and then followed up with the below email, which included some photos of the problems. I heard nothing back. Several days later, we received a call from Long Fence asking how the follow up customer service appointment had gone and asking for remaining payment. I told that person that there had been no follow up from customer service. That person promised to have customer service call me. I heard nothing. I walked the fence again yesterday and have noted several additional problems. Boards are cracked or otherwise broken. Other boards are starting to curl and separate away from the fence. Screws that are much too long have been used on hinges. To call the job sloppy would be too kind.

We signed a contract with Long Fence in May to install a deck for us; the time given to start the project was 10-12 weeks and 10-12 day project completion from when we signed the contract. Well, the project didn't start until weeks after the timeframe given, and it is still going on four weeks so far when we were given a 2-week timetable at most. The project started horribly; the plans that were drawn up conflicted with each other. The installers initially tore up my yard because the one site plan was inverted and in conflict with another site plan. We had to go out and stop them because they were not doing it correctly. We have had installers come out and barely work a few hours and then don't come back for days and work that failed inspections. The assigning of contractors to work on this project has been horrible because there is a 2-week gap between when the main work is done to when the final electrical work is done. How was this not scheduled in a manner that wouldn't leave weeks-long gaps in the project? The communication with Long Fence has been horrible, we would call and ask about the status of the project, and it's supposed to be nearing the end of the project, and we are told that it should only be two more weeks total. Then to be notified by Long Fence that, oh, we don't have the electrical work scheduled for another two weeks. The lies abound with them; we would call and be transferred to the person we needed to talk to, only to be told by the person that we needed to be transferred to someone else. Then the same person we needed to talk to called back and gave us an update. Communication with this company is horrible, and the contractors they hire to complete projects are subpar. In the beginning, they are attentive and very considerate. However, once they receive your money, they will become distant and ignore the needs and deadlines of your project. After spending considerable money with Long Fence, we will NEVER use this company again for anything.

We signed a contract with Long Fence in May to install a deck for us; the time given to start the project was 10-12 weeks and 10-12 day project completion from when we signed the contract. Well, the project didn't start until weeks after the timeframe given, and it is still going on four weeks so far when we were given a 2-week timetable at most. The project started horribly; the plans that were drawn up conflicted with each other. The installers initially tore up my yard because the one site plan was inverted and in conflict with another site plan. We had to go out and stop them because they were not doing it correctly. We have had installers come out and barely work a few hours and then don't come back for days and work that failed inspections. The assigning of contractors to work on this project has been horrible because there is a 2-week gap between when the main work is done to when the final electrical work is done. How was this not scheduled in a manner that wouldn't leave weeks-long gaps in the project? The communication with Long Fence has been horrible, we would call and ask about the status of the project, and it's supposed to be nearing the end of the project, and we are told that it should only be two more weeks total. Then to be notified by Long Fence that, oh, we don't have the electrical work scheduled for another two weeks. The lies abound with them; we would call and be transferred to the person we needed to talk to, only to be told by the person that we needed to be transferred to someone else. Then the same person we needed to talk to called back and gave us an update. Communication with this company is horrible, and the contractors they hire to complete projects are subpar. In the beginning, they are attentive and very considerate. However, once they receive your money, they will become distant and ignore the needs and deadlines of your project. After spending considerable money with Long Fence, we will NEVER use this company again for anything.

No customer care, just deceit and apathy from this company. Simple job took 3 months to get started. Then what was to be a 2 to 3 day installation, took nearly 10 weeks for a grand total of 5 months. During that time no contact from them unless we called asking for a status, then we were told nothing but lies. Their so-called management could not care less. Use any company other than Long Fence for your deck or fence.

It went well. They are very professional.

I had great difficuly getting this fence installed correctly and completed in a timely manner. Their workers did not show up when scheduled and randomly would show up at 7 a.m. on a Sunday. They did not follow the specification sheet and installed the cedar boards on the wrong side of the structure. They tried to tell me it was because of pool code.It took three months and it finally got resolved wben I spoke with the President of the company. $15K fence looks beautiful, but would never do business with them again.

Everything is still fine with the installation.

Everything went well. They did a beautiful job. They were professional and skilled in their trade.

The entire experience was terrible. A contract was signed in May 2015, the work was delayed until July 10th. I was told by a "manager" (Mike Smith) at the Ijamsville location that the salesman (Steve Pyne) sold a job that fell in the Ijamsville territory (implied he shouldn't have because of exactly what took place). After the delay in setting up the service I reached out to the salesman and inquired about the delay. A day or so after someone called and told my wife they would be there to install on July 10th. That person was supposed to come at 0900 hours but never showed. There were a series of calls until late in the afternoon when they said they wouldn't do the job that day but instead the following Monday (13th). On the 13th a male arrives but doesn't speak any english. In VERY broken english he says they will be back Tuesday or Wednesday. This starts a series of phone calls by me and my wife. We spoke with several "managers" at both the Ijamsville and Odenton locations. I use "" because none of them acted like true managers. Not a single promised call back. Calls into the office went to voicemail (which only provided first names - sure sign they are used to complaints). Eventually one of the employees provided a "project manager"'s cell phone number which led to other cell phone numbers and last names. Again despite many promises no one EVER returned a phone call (including the guy who sold the project). Smith advised that no one could find us in the system because Pyne had the paperwork messed up because he sold a project in a jurisdiction that he shouldn't have. Smith stated he was going to contact the Director of sales to get some resolution...never heard back from him. In the end one guy showed up on Tuesday (14th). He did the bulk of the work until he got heat sick. My wife complained to the "manager" who indicated it was his own fault for not bringing enough water (despite it being a two man job). Of course after complaining, on the 15th two men came and finished the job. Despite yet another "manager" my wife spoke to (Rob Phillip) who was supposed to call back with a discount for the mess...no returned call. Time will tell if the work was quality. The service was terrible. I would never use this company again. You get the sense everyone is a "manager" with no understanding of what that really means (you resolve issues, call people back, etc.). They don't seem to care about their employees/contractors any more than they do their customers. They must survive on name recognition. Beware using this company...my experience was terrible.

It was actually free of cost.  It took a long time to get a hold of them but when they finally did, they did good work.  They do good work but they’re really difficult to schedule.  They are pretty expensive.  Their punctuality is hard to judge.  When they say they’re going to show up, they finally do but it takes a long time to get that out of them.

I'm not quite sure if I would recommend them because we had some issues with the fence right after it was put up. We still kept the fence but I wouldn't really recommend them to anyone. We had a gate put up in the front part and the gate settled significantly after the work was done. We had to have them back out of the house twice for them to recondition it so that we could open it again. It would settle and the wood was pressed up and we couldn't open it without significant force. The other issue was that I've been contacting them to get this resolved. It took multiple phone calls and it took a week before I hear back from them on multiple occasions. Ultimately, they did come out and finish the work but it was just that they couldn't call back. They did come back and fix everything for free. I don't know if that's a normal issue for fencing to settle like that and have issues right off the bat but the two-door gate didn't meet in the middle so that's where the issue was. We had that issue right off the bat and it just took a while for it to get resolved. It has been fine since they fixed it. It was a fair price.

They did a great job. Their scheduling is a bit of a challenge, and their follow-up is not 100 percent. The workmanship and craftmanship is great. Once I followed up with them and got their scheduling, it all came together and they were responsive.

This was a very mixed satisfaction installation. 
The initial salesman and the actual stonemason installer were super to deal with, responsive and skilled. The sidewalk itself in beautiful.
The Long Fence Anne Arundel county scheduler in the middle though was appallingly bad. APPALLINGLY BAD. We signed the contract in early May and it took over 3 weeks through late May and June of persistent calls and voice mails from us and asking the salesman to help contact the scheduler  to even get an initial response back.  In frustration we finally contacted corporate at the end of June and only then did he call back and claim that he'd never gotten any messages from us which was not true, we'd even had the salesman calling him on our behalf .
We were finally scheduled for 8,9 July but NO ONE SHOWED UP and no one called to explain why not.  I called him and this time he called back and claimed they'd be there 10 or 11 July instead. AGAIN on 10-11 July no one showed up and no one called to say why. I called his office that Friday and got rolled to voice mail again.
We again contacted corporate for help 11 July, this time asking for our deposit back since this appeared to us to be abandonment of contract.  I began hunting for an alternate company to do the work.  The scheduler finally called back after the weekend and sent a single man out to do the entire sidewalk starting on 14 July.   
At no time during the over 2 months it took to schedule the work to actually begin did the scheduler express any regrets for dragging it out so long.  His only explanation was that he was very busy this summer. 
During the 3 day job we did not see any supervisor check on the single workman doing the sidewalk to see how he was doing.  Fortunately the stonemason himself was a professional and did an excellent job solo. 
So in conclusion the sidewalk is excellent but getting it scheduled and completed was nightmarishly frustrating and difficult, so we would not use this Long Fence franchise for any paver work ever again in the future.

NOTE: Long Fence originally furnished & installed the wood fencing & posts in Jan, 2007 at which time we rec'd a brochure stating a lifetime warranty against rot and termite infestation.
IN SUMMARY - - I was very pleased with the work done ? what was replaced and how the crew went about it, but I was not pleased with the process of getting to that point.
DETAILS:
The positives were:  
> Long Fence Company readily honored the ?materials? warranty after reviewing all our documentation.  
> The company also readily replaced several fence boards that were loose and 2 sets of gate locks that were no longer working
properly.·        
> The ?assessment? person did a thorough inspection of fence posts ? checked EVERY one (about 30) to ensure they were
not weak or compromised.    
> The work crew was courteous, respectful of our property and performed the work in a timely manner.
The negatives were:
> I experienced several instances where those responsible for assessing the work to be done and providing a cost estimate did not follow thru on promised call-backs ? I first contacted Long Fence on May 14, 2013 ? after numerous phone calls to various company personnel, the work was finally completed on July 23, 2013?
> On 5/14/2013 I was told the Quality Control Manager (assessment person) would be in touch with me in 5-7 business days.
> On May 31, 2013, I called Long Fence because I still hadn?t heard from the QC Manager; after being referred to a sales manager, an assessment appointment was set up for June 3, 2013.
> On 6/3/2013, the QC Manager performed the assessment and told me I would be contacted in several days regarding the cost estimate.
> On June 13, 2013, I left a phone message with QC Manager, because I still hadn?t heard from the Company ? he advised it would be 3 to 4 WEEKS before a cost estimate could be provided.
> On/about July 1, 2013, I called Long Fence and spoke to the sales manager I previously spoke to on 5/31/2013 and advised I still hadn?t received a cost estimate as well as stated the 3-4 wk time frame was unreasonable and he AGREED.
> On July 12, 2013, a sales associate came to my home and provided a cost estimate.
> On July 23, 2013 the work was completed.
Decided to score Long Fence Company with Over Rating of ?Good? as I was pleased with the work done, and although I experienced several scheduling delays, company personnel were always respectful and apologetic ? citing busy time of year.
I would recommend Long Fence Company as I was pleased that they honored the warranty and the work crew?s craftsmanship was excellent.

I had a fence installed about 6 years ago (Long did not install it) and it needs some service. A couple gates need to be replaced. I went on line and found that Long Fence does repairs so I set an appointment up to have someone come out to give me an estimate. John showed up on time took down some notes and told me he would email me a quote. After a week of no correspondence I called him (his cell number was on his card) and left him a cordial message thinking maybe he lost me email number. Two days later I called again and basically asked the guy to call me back....just basically communicate. I still got no call back from John. I than proceeded to call the main office and got a woman on the phone, I told her the whole story and she apologized profusely and assured me someone would call me back. Two days later I'd had enough so I called again and got a "manager" on the phone . This time I got her name .....Rebecca. Well Rebecca was nice as could be on the phone and promised that she would get down to the bottom of things for me. She promised to call me back by the end of the day. An hour later she called me back to tell me she still didn't have any answers ( I thought that was odd calling me midday to say nothing) but swore she get back to me by COB. I gave her my cell number. She never called me when I called her the next day I got her voicemail. I left a long detailed message basically saying to call me.........it's been 5 days and nothing. I'm obviously so done with this company. I cannot believe with this type of customer service that they're in business. With so many choices and customer awareness at an all time high, these guys are a joke. I gave them so many chances to rectify the situation and three completely different people all failed miserably......stay far away because if these guys can’t even get me an estimate (for which would've been an easy sale because I just wanted it done immediately) I could only imagine what the install process would have been like.

Overall it went fair.  They were competitively priced with other estimates.  The person that measured the deck made some incorrect calculations so they were originally going to be short on supplies.  I took out the drawing from the original estimate and showed the installer what was supposed to be done and told him I explained exactly how far out the deck should go (his instructions/permit had it about a foot or more short).  On the upside, they did not charge me extra but on the downside, it wasn't that hard of a job to measure.  since it was a rather small job.   I don't know if the individual that did the work was an employee of Long Fence or a sub contractor.  He seem dissatisfied with the company and made some comments such as if they don't have my check ready today I won't be back tomorrow or until I get paid...  The work was mediocre.  Some angles could have been cut much better/closer.  I did not go back to them and ask them to come back out but in hindsight I probably should have so I don't know how responsive they would have been.

They were on time, completed the job in one day and answered all my questions.

It was a complete disaster. It took them 4-5 months to do the work. We had to have them take down the deck completely & start over because it was in such bad shape. We contacted the BBB. The footings were wrong – it looked like a couple teenagers built it. We had managers & district managers come out. They said they’d be here on certain dates & they never showed up when they said they would – you just never knew when they would show up. It was just a nightmare. A year later, I’m still having problems with wiring & lighting.

First, the job was subcontracted to a firm whose employees barely spoke English.  Accordingly, it was very difficult to communitcate our concerns with the quality of the job.  Long Fence's salesman eventually would not return phone calls.  The main issue was that a gate post was installed out of plumb, resulting in the gate not self-closing as required by the swimming pool code.  Repeated attempts to get the post reinstalled were ignored.  Final contract settlement by our management company, Long refused to make good on the job.  We would not use Long Fence again.

The fence itself is spectacular and the installation team once they arrived did a super, quick and professional job despite a boggy yard to work in from this year's rains. The initial salesman was also very friendly, responsive and honest with us.  The price was not the cheapest estimate we got for the job but we knew it would be quality work because they installed one length of fencing for us a few years earlier and it still looks great, Only burble was the piece in between sales and installation, we sort of vanished off their radar for an extended period of time and had to call the home office several times to get the installation actually scheduled.  Would have been an "A" experience on everything but price otherwise.

It was a horrible experience.

They were not cheap but they had a payment plan that helped me out. I paid one-third when I placed the order, one third when they delivered the materials and one-third when they completed the job. It was divided out in that way. I had a long fence for my lawn. They came out and the person that gave me the estimate was very friendly. He came out a couple of different times as I changed my mind. He did the estimate on what I asked for. He was very good about that. I had a special material request and the initial shipment was not what they expected it to be and so they had to re-do it. So, there was a little problem with the scheduling as the materials did not come in when they had expected. We had to reschedule the installation job and when they showed up, they did not have all the materials come in. So, they had to come out twice. There was an issue with getting the materials in and starting the job based upon the original schedule. I don't know if I would call it an issue per say. The worker crew that came out were fast and they did a good job with the installation. They built the fence onsite. They did a very good job and I was impressed with the work crew that came out. They were a little bit higher but you get what you pay for. The quality that they showed me was not what I had expected. When they showed me what I was going to get for the price that they quoted me then I was comfortable with the price. I thought that the price was too much before but then I felt that it was worth it when I saw the quality. I am okay with their price being a little bit high. They were there very much when they said that they would be there.

The sub-contractor they used damaged my house. He used to work only half a day and took a lot of time for completion. In the middle, the contractor never showed up and was advised he was hospitalized. I asked for another contractor and they said they couldn?t send one as they had paid him upfront. The work was haphazard. The railing was not in properly, they wood was cut unevenly. Later, when I tried to call, they used to not put me across as they recognized my voice. The supervisor was very sarcastic and had a lot of attitude. I do not wish to use their services and will never recommend them.

It was an excellent experience. The sales person was very pleasant. He gave me a written estimate which I compared to other estimates controlling for the "quality" of the product. Some of the fences in my area are similiar in appearance but they are falling apart because of missing screws that merely attach. The lats on my fence slide in for a custom fit. The estimate I received was very similar to two other estimates for a lesser quality of fence.

They did a good job on our fence. They were very fast and efficient and the fences were nice. Their price was fine.