After searching for a reputable company to do my fence and RV gate project I settled on this one because of their reviews on here and because of their reassurance that the RV gate that they would build won’t sag. This was my main concern when I was getting quotes and Mark and Tamara’s response to the question of “will this gate sag?” was: “not the way we build them”. So we went ahead with root fencing. Less than 3 months after the fence and gate were completed, the RV gate started to visibly sag. Their initial excuse was the wood is just drying out. Ok fine. Few more months go by and the gate sagged enough to the point where it can’t open or close properly. They came back and moved the latches around so they line up again, rather than dealing with the actual sag of the gate. This happened a couple more times over the 1st year. Each time I would ask them to “please call me!” when they come so we can figure out a proper solution before they do anything with the latch again, and each time they would come and go without even letting me know they came or what they did.
This is now only the second year on the fence, and the heavy gate needs to be lifted to open/close, despite their many adjustments to the latch, the fact remains that this gate is sagging. Not only is it an eye sore, but my wife isn’t able to lift it to open/close if she wanted to put the garbage bins out for example. I emailed them again and again they said they’ll swing by whenever they’re in the area. Again I asked (begged) in a follow up email for a phone call so we can discuss the issue. No response. Their communication leaves a lot to be desired. (My neighbor who shared in the fence also had the same complaint early on, she was confused as to why they wouldn’t communicate with her properly.)
I believe the reason they ignore my requests and come and go without talking to me is because they don’t have a real solution other than moving the latch so that it lines up with where the gate is now.
To be fair, the rest of the fence looks good, but many other companies would have built the same fence for less $. I paid extra and went with root fencing for their confidence in the RV gate and was immediately disappointed.
- Approximate cost of services:
- $7,000.00
- Company Response
Hi Mohammed
Thank you for your feedback. We have been back to your residence multiple times over the past few years to make sure that the gate is fully functional and made sure not to leave until it was. Our schedule can be a bit unpredictable which is why we were unable to provide you with an exact time we would arrive to adjust your gate. Our apologies for that. Each time we have been there it was a latch adjustment that was needed, which is normal as the wood shrinks and expands with the seasons. We don't mind doing this at all and it is a service we are happy to offer all of our clients.We have also spoken over email and the phone every time you've been in contact, and I'm very sorry if it felt like the communication was not adequate, but I can assure you you've never been intentionally ignored on our end. We did return every email and call in as timely a manner as possible. We did address your neighbours concerns right away while we were still on site which was an aesthetic issue in which she wanted one of the panels to face a different way to accommodate her garden boxes. This change was made right away. We also did our very best to accommodate your budget and worked together with you on price.
The top cap on one side of the gate did warp slightly (approximately half inch more than the other side). Unfortunately with the unpredictability of pressure treated wood sometimes the boards may dry or warp at different rates which we realize is unsightly, but does not mean that the gate has sagged. We do hand select all of our wood and use proper ACQ compatible screws on our top caps but sometimes this cannot be avoided. We install diagonal braces on all of our gates which shifts the weight from the latch down to the bottom hinge therefore transferring the weight down to the bottom hinge from the centre of the gate. We offered the option of installing a man gate at the time of install as using an RV gate every day can be a bit time consuming for everyday tasks such as taking out the garbage but that was declined. We've offered several different solutions to help you with operating your RV gate easily and efficiently.
We do pride ourselves on our quality of work and great relationships with our clients and are sorry for any confusion or inconvenience this has caused. We appreciate your business!