Fence Family

Be very careful with this company. They did a slide door gate for me. They promised to complete the job about two to three years ago. They installed the first slide gate and had trouble getting it to work. They change the controller to an inferior model stating that the previous one was not as good. After all this was done, the gate kept working improperly. It has been two years and the job has not been completed. Here are a few text messages they have provided while trying to debug the issue... excuses, excuses, excuses. By the way, the person that I dealt with was Matthew. I have never been able to meet his brother, who he keeps referencing again and again. 'Yeah if it is bouncing or catching and releasing slack in the chain, that could be causing it. We will need to send a torch welder out instead of the wire welder out.' Jun 29-2016 'Sorry. I've been on the field. I'm trying to get someone out tmw or Friday. Just waiting to hear back.' July 6 'Sorry sir. I'm just now leaving a jobsite. We have been behind schedule all week.' July 28-2016 'Just heard back from him. He won't make it today. If I'm unable to get by tmw, I will certainly take care of it Monday. Sorry.' Aug-27-2016 'Once we figure out what's going on with the limit switch, it will be quick. We are scheduled to have a support rep from chamberlain call us tmw around 10am while we are there. ' Sep 8 'Ok. So we went through all the symptoms with the guy. He thinks it could be a couple of different things. He says he can meet us out there on Monday.' Sep 9-2016 'Looks like tmw. Sorry sir. Should have a solution for you then. Has it been working?' Sep 14-2016 To this date, Nov 8, they do not have a solution that works. I contacted the BBB, and even then, they have not been responsive.

unknown

I was in quite a tight spot... My wife and I purchased our home a little over a year ago with a very long (80 feet) & very old brick fence running along the entire length of our back yard. The fence was leaning slightly when we bought the house even though the previous owner had supported it from the rear with 9 large wooden posts, so I knew it would have to be addressed one day. Fast forward a about 13 months; One day I noticed the fence was leaning quite a bit more than usual, and over the course of a week from that point it started moving a small amount each day. Finally, gravity took over and down it went! Our first child was due any day, we have a pool, dogs, and our yard backs up to a very busy street, so I had to scramble to erect a temporary fence. I had three fence contractors come out to bid the replacement, one was VERY high, and the other 2 were very reasonable. Only one was willing to take on the demolition of the remaining fence and haul off the fallen brick, and that was Fence Family. Matt Surprise came out to do the bid (actually a member of the family that owns the business). He was very friendly & professional, and most importantly, flexible to when I was available to be home for the bid (he came to my house at 8:00 PM to meet me). Not only was his bid for the new fence slightly cheaper than the other bids i had received, his willingness to tackle the fallen fence was a HUGE relief for me given the liability I was facing due to the pool/large dogs/busy street/etc. Plus, with the baby on the way, I simply didn't have the time/energy to even ATTEMPT hauling them off myself. My baby ended up coming a little earlier than expected, so I was not able to meet Matt to provide the upfront deposit so his crew could begin work, but he told me that he understood, and trusted that I would get it to him as soon as I was able, so without a dime up front from the customer, they started tearing down my old fence & building the new one! Like Fence Family, I also run a small family business, and know how tight funds can be some times, not to mention how risky it can be to perform a great job on a handshake. The fact that Matt was willing to take those types of risks to help me out is a prime example of excellent business judgement & SUPERIOR customer service! It took his crew about a week to ten days to start my project (every other company had the same time frame), and 2 days to complete ALL of it, brick fence included...and they did a fantastic job. In two days we had a beautiful 8 ft., board-on-board, red cedar privacy fence that is the envy of the entire neighborhood! I have officially found my "fence guy" for as long as live in Dallas. The fence hasn't even been up a week, and I have already referred Matt to a neighbor that stopped by to ask who built my fence. I will use Fence Family again, and HIGHLY recommend you do the same!

Matthew Surprise is a true professional. He takes the time to answer all questions. His knowlege of fences is top notch. His pricing is the best I found out of many estimates and he uses top of the line materials. Fence Family is fairly new to the DFW area , but comes from generations of fence builders in the midwest. I made the right choice with Matthew and Fence Family. I am more than pleased with the service and product.