CUSTOM WOOD & VINYL FENCING

Very happy

unknown

When I dropped off the $4500.00 deposit to have the fence installed, I was told it would be 8 to 10 weeks before they could get started.  It turned out, it took almost 14 weeks before they started working on the fence.  During this time, I did not receive one phone call updating me on the approximate start time.  I feel it only courteous to update the customer when a business is running behind schedule, especially when it is taking almost twice as long. 
Once work did start the situation did not improve.  Installation took over a week due to the fact that the "crew" consisted of two people who did not work full days everyday.  One morning it rained so the workers left at about 9:00 AM.  The rain stopped 20 minutes later, but the workers never returned.  When I mentioned this to the business office I was told that was a decision the workers made on the job site.  However, the installation team told me that the decision to suspend work secondary to rain is made by the folks at the business office. 
One of the sprinkler lines was cut during the installation.  I fully acknowledge the fact that I signed a waiver prior to the start of the job stating that the fence company could not be liable for damage to the sprinklers.  However, as I told Custom Wood and Vinyl, this does not give them full license to be negligent.  The damage resulted from complete carelessness and then once the damaged occurred it was made worse by laziness.  The office lacked professionalism in addressing this matter. 
When the fence installation was complete, I received phone calls three days in a row "reminding" me of the final payment that was due.  For three months prior to the job, I did not receive one phone call updating me on the situation.  However, when it came time to pay, the phone calls seemed like they wouldn't stop. 
Overall this was a very poor experience.  The company lacked professionalism on every level.  By the end it became very evident that the goal was not customer satisfaction and a job well done.  Rather it was to get the most money for the least amount of work and effort.

We LOVE our fence! We got three quotes and we definitely made the right decision. Great crew, great service! Thank you! It is worth every cent.

It went fine

They're excellent. The owner came out a couple of times to check on the work, he wants you to be happy and satisfied. They also gave us the names of other places and other people who they had done jobs for so we could see how it would look when it was done, which really helped us to make a choice. He is top quality, they use the very best vinyl.

There were numerous problems with the installation, beginning with the fact that I didn't know when the job was to start. I made an initial deposit of one-half the total cost on April 21, 2008. I was told that the job would be done in the order in which contracts were signed, but they couldn't give me an estimate of when they would be able to start. I did inform them that I wanted to be home when the work was started. One day, namely May 19, my wife and I came home from running some errands and a two-man crew was on our property tearing out the existing fence. We had received no prior notice that they were coming that day; our only clue that we might be getting close to a start date was the fact that, during the week of May 12, utility workers appeared on our lawn to mark the water, gas, and phone lines. During the course of the work, the crew leader decided to start chipping off some of the lower bricks on my neighbor's chimney. When I asked him what he was doing, he said that, in order for the post to be set so that there would be no gap between the post and the chimney, some of the bricks had to be cut down. I questioned the need for doing that and felt that it was not a good decision. The next day, when they were finally able to remove that last existing footing from the previous fence, the crew leader realized that the post could not be placed close to the chimney after all and the damaged bricks would be exposed. I told him that was unacceptable, and that they would have to have a mason replace the damaged bricks. He said I would have to talk to the boss about that, namely Don Jones, the president of the company. When I talked to Mr. Jones about the situation, he said he was sorry that it happened and would see that it was fixed. He also said he was going to fire the crew leader, Daniel, for botching the job. On Friday, Daniel and his helper Andy, arrived again in the morning to install the fence sections and gates. Obviously Mr. Jones did not fire Daniel. After the crew had installed the fence sections and the two gates, I came out to look at the job and discovered that they had hung one of the gates on the wrong post. I pointed this out to Daniel, and asked him to look at the plan to see what I meant. It happened to be my neighbor's gate, and I went to knock on her door to see if she objected to the gate swinging differently than before. Thankfully, she agreed to accept the gate, which was very fortunate for Daniel, who would have had to remove the posts and set new ones if she had not agreed to the wrong-swinging gate. These are only a few of the errors made by the crew during the course of this painful project, but ultimately Mr. Jones did make good on his promises to repair the damaged bricks, and he also sent out the crew to attempt to remove some rather deep scratches on the gates which appeared to be caused by a utility knife. In all, the experience was frustrating and one that I would not like to repeat.

THEY RESPONDED TO MY CALL ABOUT INSTALLING A VINYL PRIVACY FENCE RATHER QUICKLY. THEY WERE VERY PROFESSIONAL ABOUT INSTALLING THE FENCE. THEY HAD MY FENCE PUT UP IN TWO DAYS AND PERFORMED AN EXCELLENT JOB AT IT TOO.