NORTHLAKE FENCE & DECK

completed quickly and looks great

Demonstrated extremely poor post installation and customer service. Experienced three issues which resulted in no post installation or warranty support. Company claimed to be the “best” and unlike many others had a full warranty. The price was much higher than all other bids but I was convinced that North Lake Fence could provide a high, quality fence and would stand behind their product and installation. I was mistaken. The three issues were: 1. Issue 1: Workers cut through my sprinkler system on installation of new fence posts. When issue was identified North Lake Fence responded that “it happens at times and they nick a sprinkler line” – they do not fix these types of issues. Note that they did not just nick a line, but cut through a complete section on both sides of the gate. Obviously, they had to know this and I was not informed – they just buried it and I found out later when I turned on my sprinkler system. Company refused to provide support or service to fix line. 2. Issue 2: Board installed incorrectly, and cracked on my attempted repair. Response from company was that, since I “attempted repair” they will not fix it under the warranty. Even though I stated that the board was installed incorrectly (crooked). They quoted to me $300 to fix the single board. The company offered to obtain a board but I would have to come pick it up at their residence and do the removal and installation myself. The company asked me what color was my fence and I stated it was “medium red” as confirmed in my e-mail and HOA request. I drove to the residence and retrieved the board. The board was medium red. I get home and find out my fence is the “WRONG COLOR.” They installed Butternut Brown fencing due to a mistake by the owner of the company who did not update the original estimate with the agreed color. I call back and state that my fence is the wrong color and I need a board that matches my fence. I am told that is my fault and the contract states color 207 – which is butternut brown. The company then agreed to obtain a new board in the butternut brown – which they “think” is the right color, but not sure. Also, they do not have the board in 6 foot lengths but will give me an 8-foot board and I can cut it myself. The company tells me the board will be on the front porch after 7:30am the next day. I drive to the residence the next day, and the board is not on the porch. I call the company and they tell me I was supposed to call first. I was a bit upset at this point and ask the company to just fix the board on my fence as they claimed they had the best warranty. They said no. I stated that I am not driving to their residence again, as this would be the third time. The company stated that they do not have to listen to this and that if I wanted a board I could procure it from the manufacturer myself and then they hung up on me. I have a cracked board on a brand-new, expensive fence and the company will not repair it. They will not repair a single, cracked board that was installed crooked. Useless warranty and absolutely, horrible customer service post installation. 3. Issue 3: My fence was installed with the WRONG COLOR. I let go of the fact that the fence was the wrong color (it’s not an ugly color) and that they cut through my sprinkler lines. However, I cannot understand how a company claims to have the best warranty and support but refuses to do a minor repair of a single board on a brand-new fence. Not to mention getting hung up on during a customer service call and having to personally drive to their residence twice with no result. Find another fence company, there are many out there and North Lake Fence will charge you a premium and then leave you high and dry, once you make the final payment.

See above.

A year after my fence was put in I had a problem with a board breaking on the gate. I contacted D'Aun North Lake Fence. She told me the board that broke wasn't covered under warranty.  I contacted the BBB and filed a compliant in in June 2009.  North Lake sent the BBB information blaming me for the board breaking. I filed for arbitration with the BBB since I didn't feel North Lake would backup their warranty.  I included in my case the fence posts were not dug 3' feet deep as stated on their website (since removed from website). In Oct/Nov, I went through arbitration-something you don't want to do. The arbitrator made North Lake Fence dig by three fence post. None of the fence post were more than 2" deep.  An 8' fence should have 3' deep post.  North Lake had to come out and redo all my fence post. It was the biggest hassle! Not to mention I was called a liar.

I would not recommend using this fence contractor based on my experience. We received an initial quote that was not accurate in the first place (not detailed and missing information). A revision was made but not documented as well as it should have been (shame on us for assuming the revisions were clearly documented). We paid 1/2 down to start the job (normal practice). Once the work started, the drawing the owner gave the crew was not detailed with what we discussed. I spoke with Northlake Fence to try and get clarification on the issue. All I will say is that it was the most completely unprofessional conversation I have experienced. I would never speak to my customers with the tone I was spoken to. I just calmly listened. The issue was resolved, but the entire process was just not pleasant at all. I will not be calling Northlake Fence for any warranty items should anything arise in the future. I would rather pay out of pocket to someone else for any additional work.

The fence generally looks good with one exception, but not everything was performed as agreed and my overall experience was bad. The east fence line was not moved in as far as intended, and the crew damaged our neighbor s tree. We tried repeatedly to contact Mike as the work was ongoing because we were concerned about the placement of the fence line. Our calls were not returned until the following day after the crew had completed the fence. Mike later conceded that the fence line was not moved as far as he had intended, but was not willing to remedy the problem. The crew performed a sloppy work-around by carving large arcs in the horizontal boards at the bottom of the fence to avoid concrete under the fence line. (The concrete would have been avoided had the fence line been moved the appropriate distance.) The fence overall looks good with that one glaring exception. After giving Mike several opportunities to remedy the problem and offering a compromise which was rejected, I suggested that they would not be receiving a good review on Angie s List. Mike s wife, D aun later called to threaten me with a lawsuit if I published any slander about their company. After being threatened we plan to look for someone else to fix the problems left by Northlake.

Northlake Fence & Deck appeared to have a lock on the neighborhood, so I choose them. I walked around the immediate neighborhood and noticed they, on average, provided the best workmanship. The job was pretty straightforward, except for my pool being within 1 foot of the fence perimeter. The entire job was done within 3 days from start. I had need to have the work completed before I left town, and Northlake accommodated my schedule. The fence workmanship is very good. The hardware that was used appears to be galvanized so it won't rust and should last. The fence stain color is great (driftwood) and compliments the brick on the house. My only complaint would be the quality of the cedar. There are too many large knots. I added a small 6ft high L-shaped section of fence to enclose the pool equipment. Northlake's price for this additional work was VERY reasonable. They worked with me about my concerns of hitting underground pool lines.

Overall, fence looks great. Crew was courteous, but a little slow to get out to get started on the job even though they require 1/2 of the money up front. Warranty does not cover the materials (this was not clearly pointed out in the sales pitch). We noticed some cracks in some of the boards after the job was finished (one week later). They would not come back, they said it was not covered. Overall, I do not expect them to honor any sort of warranty. But so far the fence looks great. Just don't expect to ever see them again if you have a problem.