Northwest Fence Co

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unknown

The woman who spoke to me from Northwest Fence Company was very matter of fact and almost rude or maybe defensive which implies guilt. They were not going to give me any information, they were not going to give me any kind of follow up, and they were not going to offer to come and help at all. There is no way I would ever have Northwest Fence Company come and bid a job. They're not responsive to something they installed which they did not do a good job.

I'm ready to scream! I'm ready to cry! We meet this business at the Spokane Home and Expo and was impressed with their display. We called them to come over and give us an estimate. They submitted the estimate which was 6 pages long, detailing the kind of materials they would be using, how it will be installed as well as the contract stating what they were responsible for and what they weren't. This company is the "cadillac of all fencing companies" in the Greater Spokane area.We even went to their store and checked out their displays which we have to admit--it was great! We were pleased and were excited at the thought of having this company do our privacy fence for our back yard. So...we signed up with them. This was on May 14th, 2012. After putting down 50% of the costs upfront, we were informed that we would be contacted by the scheduler to inform us when things would start and to expect the call within 3 days. This is where the trouble began........ After three days and no calls from the scheduler. I had to call to find out what was going to happend. He apologized for not getting to us quickly but went ahead and informed us that they would come on Friday June 8th to put in the metal posts and then the following Friday June 15th, the fence would be put in. We verbally agreed that this would be the best plan for all of us around as one of us is off on Fridays as the contract states that one of us has to be there at the beginning and at the end of the project.Friday, June 8th comes around. We waited, and waited, and waited. No phone calls from the company letting us know what what going on, so we called them. "Oh-I'm sorry. They'll be out on Monday June 11th to start the project." That was an issue for us because that means taking time off of work.Monday June 11th came and the guys started to put in the metal posts. Foreman was nice and I was happy to see this project moving forward. They ran into some roots that were buried under ground but did not have the tools that they needed. Then they were finished for the day and informed us that they will see us on Friday June 15th. Friday June 15th came around and again, we waited and waited for them to show up so that we can go ahead and get started on our errands. We called Northwest Fence to find out where they were, only to be informed that someone would get in touch with us. A couple hours later , we get the call from the foreman informing us that they will come the next day, Saturday June 16th.June 16th, they showed up and completed the project for the most part except for the basic metal gate as it is custom made. Again, we waited, and waited for about a week and a half before they came back to put up the metal fence gate. Now understand, they already had the measurements in April of our yard, why did it take so long for them to have this particular part? Anyway, they hung it up and left. Calling it done. In actuality, they were not done because there were some issues with the fencing. The "custom" metal gate was not on straight, they chose to dig into the grass at the bottom of the "custom" gate to allow the gate to swing open, nails were still sticking out of the fence, and so forth. Numerous calls to their boss, and some weeks later--they finally came out and corrected the problem. While they apologized for the delays, they reminded us (more than once) that they were "over hours" but "whatever it takes to make you happy" as if somehow we were responible for their inability to quote the job accurately. The crew grumbled about this "loser job" all while they were working, or should I say" supposed to be working". The reality is, the crew of 4 spent more time talking, joking around and taking breaks rather that actually working. It's no wonder they were "over hours". Nevertheless, after they came out and "re-customized" the custom gate and reconciled the problems. We paid the bill and plan to just move on. We were tired of the run around with this company and just wanted to be done with them. Understandably, sometime delays and schedule changes are often a part of a project like this, however, out of the 5-6 delays, only once did they acually call to inform us. It "apparently" was our responsibility to call them for information! Really?? Now that's customer service at it's best! The product is gorgeous! Quality materials, beautiful, sturdy fence. Would we recommend this company? Would we use this company again? Both answers--yes however, only because their quality is beyond any of the other companies. But be forewarned and expect, multiple delays and really unresponsive customer service. If you go into it knowing this, maybe you'll be happier than we were.

Their price was good and the quality was good. They were quick and come out fast.