The initial meeting about our huge, old gate that was causing problems between our home and the neighbours home was helpful. The meeting with FCF staff was positive , professional, prompt and promising. Together we identified that the current oversized gate was pulling on the fencing stuctures and the neighbours house too. In the end, FCF convinced our neighbour to join forces and get their gate redone at the same time to be efficient with cost of resources. We read the very long and thorough contract about how other companies bait and switch (meaning get the deposit and don't come back for the job). They also promised that they would be not subcontracting that it would be their own staff working on the gate. We booked them with the understanding that since this was a small job, we would be squeezed in between jobs but definitely before the winter snow began. We were fine with that. We gave our deposit and it was a long time before we were booked. The office staff did not keep us informed about when they would be slotting us in. Eventually our job began the week the snow started. - subcontractor showed up bragging that this was his first day with FCF (he ended up sick and FCF staff came back to finish the job) - the photo I signed off on did not show the boat shaped decorative wood at the top very clearly I wanted , so instead I have small , rough, sloppy 2x4s along the top which I would have rather not had at all - the new gate still pulls on the fence structure and puts stress on the black gate opener - metal hardware left on ground from old gate (see photo) - level issues throughout the process of the job, not only horizontal but vertical as well. The FCF staff did some and redo the whole project and it remains to have levelling issues. Although the staff tried to remedy the mistakes with the subcontractors initial installation, when I look at the gate I am not happy but that is partly my fault for not providing a zoom photo of the 'boat' shape decorative topping 2x4 pieces. Overall, I was frustrated with the process of 'we are this' and then we got different types services with sloppy finish (they dragged the old fence post with metal on it across the lawn and city walk). There are lots of office staff that work there, but the project coordinator / scheduler is hard to reach. Positives - joint project with neighbour worked out, thanks for suggesting that - professional staff with good intentions - project done before winter
- Approximate cost of services:
- $2,000.00
- Company Response
Hey Heather,
Thank you for providing your feedback and photos. In full transparency, I looked at the photos first thinking "wow, fence looks great" but then I read your review to find you were not completely satisfied, which comes at a surprise. I tried to give you a call to discuss, however, I didn't receive an answer so I'd like to respond via Homestars in hopes that we can get this resolved. Our customers and our quality of work are very important to us.
FCF uses both contractors and in-house staff/crews, nothing was stated that we do not have contractors. Good help is hard to find so both employees and contractors are welcome full-time staff. The contractors we use, including (Brett) the one who initially started your job, have done many projects for FCF, dating back to 2021 and has always proven to be a talented builder. He's been working with the owner for over a decade so his comment on first day is very weird. I do recognize that things did not go well with him on this project and I sincerely apologize for that, he did fall sick and unfortunately ended up in the hospital. Even in that very busy time before winter hit, we promptly sent our Project Manager who rectified concerns. I also personally came out as well to help him complete the project to avoid any delays. In regards to your comment on "metal hardware", one of the base-plates from the previous structure was unable to be removed. The bolts were stripped and although we tried vigorously we ultimately could only get one of them removed. (Per your picture) The post that our project manager had to drag away weighed approximately 250lbs due to all the concrete attached, so he did get it out of there but yes, it was difficult to lift on his own all the way to the truck in order to dispose of it.
I do also recognize that our operations department didn't keep in contact with you the way you would have liked. We had this concern come up a few times in 2023 and we have moved on from this staff member where Mark (part owner) has moved into this role and his attention to communication is impeccable but that was not present during your project. That said, I did my best to compensate for this through my communication and getting you answers throughout the process as you needed. As your sales rep, I am your champion to see you through this project and I felt I did a really good job in that respect.
We went over the design in-depth and had a photo on file, which was marked up with materials and you signed off on as far as the design of the brace goes (in order to re-direct your downspout). There was no communication of a boat shape and that detail wasn't shown in the photo provided to us to use as guidance for building the brace. As you addressed in your response.
I also noticed some green spots in some of the photos you posted, this is standard with pressure-treated wood (it's the sap reacting to the wood treatment) and I want to re-assure you that this will fade over time.(If Homestars would allow me to post a photo, I have pictures to give this credibility and confidence)
We did a walk-through of the project with your husband after it was completed, before we left site, and he seemed very happy with everything so I this truly comes as a surprise that you were dissatisfied with the final project. I would love the opportunity to speak with you so we can address your concerns and make the necessary corrections.
Please reach out to me when you have the opportunity and we will be more than happy to work together on this so we can make sure you're satisfied with the work that has been done.
Kind Regards,
Lindsay Pickrem
403-671-1352