Royal Fence & Design LLC

This was a great experience!! Jay at Royal Fence & Design was great to work with! Jay and his helper did what they could to my poor fence without going outside the parameters of the Angie's Deal description. He did surprise me with new gate hinges so that I have a properly working gate. He just happened to have the hinges with him! Jay is very knowledgeable. He explained everything wrong with our fence, what needed to be done, and an approximate cost for him to do the work. He was able to do it without a sales pitch and without pressuring us to make a decision today or everything will fall down. Royal Fence & Design will be my first call when I'm ready to do any more work on my fence.

After purchase I contacted them, and they returned an email saying they were busy and would get to me. A month later I got the second email asking what the problems were with my fence. Still waiting for a response from that.

Royal repaired my posts and were very reasonable on the additional posts not covered by the Big Deal I purchased. Great workmanship.

Overall, I was very pleased with the work for the price. I realized he had a lot of request but it did take several weeks to fix my fence when I initially called other than that I have no complaints.

Scheduling the work was the only problem. It took multiple emails and phone calls to get a time scheduled. This was due to the high volume of jobs from the special. Once scheduled, the work was completed at the scheduled time and workmanship was excellent.

I am extremely pleased with my new fence and hope to be able to hire Royal Fence again in the spring to replace more fencing. Jay listened carefully to my concerns about having a fence that was as dog proof as possible and about confining the dogs safely while the work was in progress. I felt that he really understood how important that was to me. Many of my neighbors have stopped to tell me how much they like the fence.

Kirk showed up at agreed time walked around the fence with me pointed out what I needed done and he went to work, fixed both gates replaced broken picket and secured loose ones. Very professional and would use them again when in need..

Communication was good and everything went well. We were asked what some of the repairs were that we needed and all items were addressed.

This is my second review for this company. The first review had all A's except for price which had a B. I made a comment on this review about being penniless due to additional costs because of problems encountered replacing my deck around my pool. I did NOT mention that this was an additional $5000.00 and I was not given this additional amount until after the work was completed and contractor was collecting payment. The quality of work was excellent and the professionalism of the workers who performed the work was excellent. They used discounted beautiful pine on my deck. Experience to this point was positive except for the additional cost which was a shock. Jay had told me I would be charged only for the materials used to support the deck around the pool. I did not expect that to be $5000.00. My fence estimate included the stain package. When Jay gave me the additional cost of $5000.00 for the deck work I asked him if that included the stain for the deck. He said he forgot that but would include it in the price since he has a contract with the stain person. I was told the fence and deck had to sit for awhile before it could be stained. To make a long story short, when the stain person came to stain the fence a few weeks ago he told me Jay did not tell him the deck stain was included. This is where the experience went totally downhill. I spoke with Jay on the phone. He told me he would never have said that the deck stain would be included because he would not be making any money. I told him I would never have left a deck I spent that amount of money on unprotected and that I would report the incident to Angie's List and the BBB. He was very rude, argumentative, and disrespectful to the point he brought me to tears. He told me if I removed my first review from Angie's List and gave him the rating he deserved he would stain my deck but never wanted too hear from me again. He then hung up on me. They stained my deck last weekend but did not complete the work. The stair supports are not stained, the deck under the stairs is not stained, and the boards at the bottom of deck are not stained. I attempted to contact them three times on different days inquiring when they were to complete work. No response. I spend a lot of money with this company and consider this an example of horrendous customer service. What happens to my warranty if the owner never wants to hear from me again? How will my very expensive deck look if I try to finish the stain not knowing what they used? Did they put two coats of stain on? Who knows? Update 10/22/2012 - I have been informed by Angie's List, that Jay Pyle the owner of the company has denied my request to return calls, finish the work, and honor my warranties resulting in a stalemate. After spending $21,000.00 on this job (the most of any of his customers that have posted on Angie's list) , I have changed my overall rating to an F. A very horrible experience for me. If you use this company, get EVERYTHING in writing including changes and promises every step of the way and make sure you completely understand the warranty as it may not be what you think. 10/23/2012 update as a result of provider response below. Deck Stain - Jay Pyle did tell me the stain would be included. He did not put it in writing. I have no reason to lie. With the amount of money I spent on this job, if deck stain was not included, I would have paid for it to be included so it would be protected. I am not a liar. I never gave a "verbal" approval of the deck stain completion. I wasn't home when they left. The work was "not" completed. I "did" send three text messages to them on three separate days afterwards asking when the work would be completed. I have phone and text records to approve this. I also have proof that I was not at home. My problems with this company remain: *Professionalism - not treated with respect by Jay Pyle. In his phone conversation with me, he was rude and argumentative. He spoke to me "his customer" in a way that no human being should be spoken to let alone a customer. *Cost - I was advised there would be additional costs associated with supporting deck. However, I was told it would be for "materials only". He kept saying "I will get you the revised amount once I get it figured." This did not happen until the end when I had to pay him for the completed job. $5000.00 extra was a big shock and a lot of money. No customer should have that kind of surprise at the end of the job. I was never given any indication it would be so much money. The only written estimate I was given was the original estimate where he scribbled the revised additional costs he had just informed me of as I was paying him at "completion" of work. *Completion of work - My deck stain was not completed. It is not stained under the steps, or on the sides of the steps, or on the boards on the sides of the deck. Contractor did not answer my text messages and lied about me approving the work. I wasn't even home. I have proof of this. *Warranty - Contractor has "cut all ties" with me as he mentions in his response below. My warranties on $21,000 worth of work will not be honored. Bottom line if you use him: Get EVERYTHING in writing including changes and promises every step of the way and make sure you completely understand the warranty as it may not be what you think. Keep emails, text messages, phone records, and have witnesses. While amI disappointed in Jay Pyle's behavior as the owner of the company, this review does not in anyway intend to discredit KIrk or any of Jay's workers who were very professional and did quality work. They also know how to treat customers with respect. UPDATE: Text to Jay Pyle Royal Fence Company today from me: Here are pictures of my deck and what wasn't completed. Please don't respond. I just wanted you to see for yourself. His response: I would appreciate if you quit telling me what to do. next time contact me. Boo

The owner called one morning and said he was going to be in my area of the city. The company is located approximately a 45 minute drive from where I live. He wanted to know if he could come by and look at the repairs needed on my fence. I said that would be great. He arrived at the time he said he would. I showed him the boards that needed replaced. He had those on hand, and replaced them promptly. He did an excellent job and was finished in about 45 minutes. Very professional and helpful. Would definitely hire again.

The guy came out did what he said he would, and was in and out quickly.

They did a good job. I would recommend them to someone. They helped make my fence last another couple years til it needs to be fully replaced.

I contacted Jay the owner at Royal Fence & Design to install custom fencing (Ramm) on approximately three acres of pasture and woods. Jay promptly came out to bid and since he had never installed this type of specialized high impact, flex fencing before he took the time to investigate by calling the manufacturer and doing extensive homework so he would be prepared to give me a fair bid. I had a plan before I contacted Jay but he once again took the time to help me fine tune my plan to help me shave some costs.This type of fencing requires posts to be deep and my property presented lots of deep rock throughout the pasture and woods. Jay and his team came prepared with solutions and wonderful attitudes chipping away at this challenging situation. They never once compromised on the installation in fact they went beyond the call of duty to make sure posts were planted for good! Jay and Kirk are perfectionists. Every last detail was tended to.... I now have a beautiful, safe fence that will last forever! These guys are the real deal. Would recommend them to anyone in a heart beat. If Angie's List had A+ ratings they would get it.

Our fence looks great! We love being able to turn our two dogs loose out in the backyard now and, also, have peace-of-mind with our two young children being able to play in a safe area. Thanks!

It went well. Mr. Pyle was on time, very professional and knowledgeable. He assessed the project and wentto work. When he ran out of pickets he went to Lowe's near by and bought the amount needed to finish my fence. I found him to be very respectful and competent. His work was excellent. The price was veryreasonable. I would defitnely use this company again and recommend them to others.

Kirk and team were extremely busy but they eventually got around to me on the list and it was superior work. I highly recommend.

When I originally hired them they were very busy so I didnt have them come out for about a month. When I went to schedule they were very easy to work with. I ask them to come up and do maintenance on my fence. They did a great job overall. Good Service and Very Friendly. I will use them in the future.

They did a great job. They were the only ones who did exactly like how we wanted. My husband wanted the whole post taken off with the concrete and everything, they did it. They had the best rates. If we put a new fence up, we would use them.

our experience was very good. The repairman came early and stayed untail the job was complete. He offerenc to do some extra work not covered by the special price and hauled away some brush for us. We will likely call royal Fence again for any future fence repairs.

Because of the overwhelming response of packages purchased it took much longer than I expected to set up the work appointment. However, I was still very pleased with the work. Very good value for the price paid. I would use them in the future.

I called and arranged to meet Jay on Saturday June 9 to have him give proposal for servicing our fence. He called ten minutes before our meeting saying that he was at another job and would not be able to meet at our agreed upon time. I asked that he call when he is on his way. A couple of hours later after not hearing from him I called back to let him know that I could not wait for him. We agreed for me to email him the specifics and he agreed to go by the job site and review the work to be done then send a proposal. A few days later after not hearing from him I emailed following up on the proposal. On June 15 Jay replied saying that he found my two emails in his junk folder and that he would ?respond in full asap?. It has now been over three weeks and I have still not received an email or phone call. If he ever does contact me I will update this review. Update: 13 days after the above review I received an email apology and our estimate (we no longer needed). I am an understanding person so I read the correspondence and reconsidered my grade noting the following: 1) Missed scheduled appointment, providing only 10 minutes notice. 2) Failed to respond to emails timely. 3) Promised to respond ASAP then no communication whatsoever. 4) June 9 was the scheduled date of the estimate. Received it on July 16. My experience with this Company may be an isolated experience; however considering the above failures and the amount of time I wasted, and that we had to move on to another contractor, I have concluded that a grade of F is proper. The below was written after reading the Company?s response. Angie?s List Press Release - 7/30/2012 ?A negative review isn?t the end of the world,? says Angie?s List founder Angie Hicks. ?In fact, it?s a great tool to win back customers who feel wronged and it gives potential new customers great insight into how you operate.? The Company response below is disconcerting for several reasons. First, it says that they do not think an ?undeserved grade? of F is ?even close to accurate?. Considering what transpired, what grade is appropriate? Second, the response accuses me, the reviewer, of an inaccurate time line and condemns me for "making a decision to try and deliberately sabotage a business reputation". The Company created their own failures, not me. Finally, the Company says that they should have received a phone call, email or text to bring this matter to their attention. I don?t believe it was my responsibility to contact them again. They had sufficient opportunity to respond and after no correspondence for weeks we moved on to another contractor and no longer required this Company?s services.

The value was great for the work performed, and I would use this company again.

They responded quickly to my service request. They did the work as advertised in coupon and we contracted them for some additional fence repairs. I feel the additional repairs were at a great price. I don’t have anything by comparison, but it seemed very reasonable. The work was excellent and they cleaned up after themselves. I am very happy. I may be contracting them for additional work.

I'd definitely use them again if I was building another fence or deck.

There were delays in fulfilling the promised installation date. Contractor refused to honor Angie's List coupon Contractor refused to provide referral fee that was granted to neighbors for same situation Contractor did not send promised discount after installation