Buckeye Deck, Fence & Patio Reviews (%countItem)
Buckeye Deck, Fence & Patio Rating
Address: 41 Spring Hollow Ln, Westerville, Ohio, United States, 43081-1129
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Chris S with Buckeye Deck, Fence, and Patio, Inc. came out September 12, 2019 to assess our request for a replacement fence. We received his quote on site and gave him a down payment of $300.00. He estimated the fence to be completed in two days the first week of November.
When we did not hear from anyone by the second week of November, we began emailing and calling.
We received an email back from Lindsay C(office manager) stating that the installation was delayed due to another job delay. She apologized and stated she would keep us up to date as the week progressed. We failed to hear back from her.
We then left a message with Chris who said he would check and call back. The response was that the fence would be completed the following week(approximately the third week of November).
Since then, despite repeated attempts to reach anyone, including stopping by their office, no one is responding. We asked for a return on our deposit and for the job to be cancelled.
We are very disappointed in this local business.
We had a vinyl fence installed. We believe the vinyl fence was installed incorrectly and with poor craftsmanship. The fence is not straight, several sections move with just a slight shake, and is not square as it should be. We also had this company complete some landscaping stonework. The stonework involved with our front tree ring is not level. Post hole dirt, large rock and stones were left and this was to be taken away with the old fence. Underground cables were dug up during construction and never buried again. Conversation with the project coordinator indicated he felt the job “looked good”. Phone calls to the business have gone unanswered.
We would first like to apologize to Mr. for any frustrations caused by the construction process. We were discussing the issues and trying to resolve them with Mr. on Saturday morning and believe everything could have been explained at that time. However, Mr. became very combative and was screaming and unwilling to listen. When we asked the customer if he could continue the conversation respectfully, he hung up and ended the call. We were trying to explain things on our end and hopefully lesson his anxiety. Our plan was to send Mr. an email follow-up explanation since he was unable to continue the phone conversation.
In order to make sure every job goes smoothly and attempt to avoid customer frustration like this, it is our policy to have our installers go over each job with the customer at the beginning of the work as well as if any issues arise during the process. Our installers have all been with us a long time and are extremely talented. However, in construction, issues come up often where we may need to change original plans based on utility lines, things we find on site, etc. Mr. called at the beginning of the job and vehemently objected to working with our installers. He stated that they “should not be asking questions, that they should know what to do. That we should tell them what to do before they start.” When we explained why we asked our installers to do this and how it pertained to Mr.’s job specifically, he indicated that “he did not care how it was installed. It just needs to look good.” After we were informed by Mr. that he was not interested installer consultation, we asked our installer to not ask Mr. any further questions regarding his job and to build it the best way possible. If we were able to receive his input during the process, we could have worked together on solutions that arose during the installation process. In lieu of that input, we have to make our own decisions.
On the fence we ran into some issues with utility lines. Some of them were marked, some were not and some were mismarked. This is VERY common with cable lines and something we would typically consult with the customer on. We had to hand dig the entire job due to these lines to try and avoid them. If there is a line still not underground, we are happy to take care of that. At the front of the house, where the fence runs around the patio there are lines everywhere. Therefore, we had to slightly move one of his posts to accommodate this. In the back corner, the fence is in close proximity to a large tree. We had to move a post slightly there to avoid tree roots. Mr. also expressed concern at the height of his fence around the patio. We built it how we thought it would look best since we were told not to consult with him.
Mr. was adamant that the fence was installed incorrectly and should have had 4x4 posts or metal inserts in EVERY fence post. He said all his other estimates told him that is how they were doing it and insisted that we said the same thing. We do not doubt that another estimate told him that. However, we have installed the same vinyl fence system, and only that vinyl fence system, since 2010. It is USA Vinyl, which is made here in Columbus. We have attached a link to the proper post installation from the manufacturer. The USA Vinyl system does not require a metal insert or a 4x4 posts, even for hurricane advisory areas, which does not include Columbus.
The last item Mr. was displeased about on his fence was that there was dirt remaining in his yard. When we dig the holes for the posts, we are unable to get every bit that we dig out back into the hole after the post and concrete are added. It is our practice as well as most other companies to leave the excess dirt at the property unless the homeowner specifically requests that we haul it away. We understand the value of a nice lawn and wanting to grow grass immediately after construction occurs. We would be happy to feather out the dirt and bring in some nice new dirt to put along the bottom of the fence for no additional charge.
In regards to the tree ring in the front yard. When we went to address the ring, we tore it down and completely disassembled the entire ring. When we did this, we discovered that the pieces of the existing wall were around the tree but were not a true circle. Every piece was cut and some were cracked in back most likely due to tree roots. When Mr. had the tree removed and the stump ground out, whoever did that work did not grind the stump or the large roots that ran under the wall. They didn’t do it most likely because they couldn’t or didn’t want to hit a concrete retaining wall with their stump grinder. So, when we reset the wall, we did not start with a level base. Therefore, we were only able to level his wall to the degree that it is now. It is currently only slightly off level, but when you build a wall with an unlevel base, it won’t end up level.
Hopefully now that we have been able to explain what happened and Mr. can see that the fence was in fact installed correctly, he has a better understanding of his project. We wish that we could have worked with him throughout the process in order to avoid his frustration at the end. However, we were only trying to accommodate his wishes.
I am rejecting this response for several reasons listed below:
1) When I called the project coordinator, Chris, I was not yelling. I did raise my voice in frustration. Chris asked if he could call me back allowing my frustration to pass. I agreed. I never received another phone call or email.
2) Chris from Buckeye Fence & Patio came out 03/10/2018 to provide an estimate for removal of the wooden fence to be replaced with vinyl. Stone work for landscaping areas and the patio was also discussed. Two weeks prior to the job beginning, 09/05/2018, Chris and I met again at his request. The purpose was to discuss the estimate and the job. Chris stated that he would have someone come out prior to the new fence installation to remove the perimeter patio stone allowing for easier post removal and to allow the new fence to butt up to the patio. At this meeting It was discovered that Chris omitted some estimate items which he admired he had forgotten about.
3) Once the work began I was never introduced to the installation crew to discuss the work as indicated by Buckeye’s response. On the second day of the work I was told by the crew that my neighbor ‘s cable was cut. It was at this time that I noticed that the fence was running above the patio as the perimeter patio stone had never been removed as discussed previously. I attempted to communicate this error to the crew, but found it difficult due to language barriers. I then called Chris and requested that communications regarding the job come solely from him and he in turn would communicate with the crew. I felt this would avoid miscommunication.
4) I do not understand why the new fence could not be installed following the original fence line. The original fence did it run over any cables or it would not have been installed there in the first place. In fact, the new fence actually runs directly over a cable the needs buried. The majority of the fence posts are not level and as a result the fence line runs crooked. There are several gaps in the fence panels. I was never informed of the myriad of difficulties encountered by the crew during the work. In fact, I had to call and ask if the job had even been completed as materials had been left at the site. No one could answer if the job had been done and I no one called me back with an answer. The height of the bottom fence rail is too high in several places. This allows animals and neighboring pets to get underneath. I do not understand why I can move the entire fence line with just a slight shake.
5) Regarding the front yard tree ring. Buckeye’s excuse that the tree is is not level due to tree roots is ridiculous. The tree ring was level at one time. In fact the back yard tree ring was also done by the same crew and it is level. I requested during the original estimate that the front yard tree ring be re-leveled with gaps filled and another layer of stone added. The crew clearly did not tear down the entire ring and rebuild it. In fact, I was home during this portion of the work so I know this claim is false.
I request the a neutral third party come and inspect the work to validate my claims.
Regards
Mr.’s responses about how he chose to communicate with us were simply untrue. Chris did not ask if he could call him back when Mr. was calmer. He asked if he could calm down in order to have a productive conversation. He let him know that he was there to solve his issues but could not if he was going to yell at him. At that time, Mr. said no and hung up. Why would we offer to call someone back when THEY calm down? How are we to know when THEY calm down? At the beginning of the project, he specifically did have the conversation with Chris that he did NOT want the crew to talk to him during the project. We omitted the language Mr. used to inform us of this in our first response. Our crew foreman attempted to discuss the location of the fence with Mr. and was even told, “I don’t want to talk to you. Just get it done.” There is no “language barrier” as Mr. claims. Our foreman, is an American citizen and speaks English clearly. None of our management at Buckeye speak any other language than English and have no problem communicating with him or the hundreds of other customers he consults with on a yearly basis.
That being said, there are issues in construction that Mr. clearly does not understand as well. His old fence was built BEFORE the cable lines were installed. People change cable companies all the time, and when they do, new cable lines are installed, often around existing fences. We cannot install them back in the same location if there are cable lines there when we go to install a new fence. We are happy to meet a third party installer at the job site to go over the fence. We would like to be able to recommend an installer, and Mr. is welcome to recommend an installer as well. We would only require that the installer be familiar with the *** fence system that we installed.
In regards to the tree ring in the front, we will take it apart, again, and show Mr. the broken wall stone as well as the tree roots. Mr. failed to mention that we did the additional layers of tree the tree ring for FREE as well. We will put it back together at no additional charge, however, we are not certain it will look any different due to the root issue. If Mr. would like to have the roots dug out further once we take it apart, that is fine with us as well. That way we would start with a level base.
I am rejecting this response because:
First of all, using all caps in written communication indicates yelling and I do not appreciate that. Second, to reiterate, I never yelled while on the phone with Chris. Again, I raised my voice due to frustration that Chris felt the work “looked good”. In fact, Chris doesn’t know what my yelling sounds like and he doesn’t want to. I never said “I don’t want to talk to you. Just get it done.” I do not appreciate the false quote. Do not put words in my mouth. This statement is not in my nature, ask the 3 other contractors I had at the house doing major work on the house in the last 3 months.
Addressing the cable lines- how does Chris or Buckeye know when the cable,lines were installed? I have lived in this house for 11 years and no new cable lines have been installed. As such, the new fence could have followed the old fence line. Cable lines do not explain away the crooked fence posts, gaps in fence panels and the very unstable nature of the fence! My 19 year old wooden fence was more stable!
Again, the issue of the tree roots is a moot point. The back tree ring is level and was re-built by Buckeye with tree roots present. I was present during the front tree ring was worked on and it was not torn down and re-built. Also, the added layer was not “free”. It was part of the estimate. Perhaps this yet another piece of the estimate the Chris has forgotten.
If Buckeye truly and fully pulled out all the old fence posts as claimed, the majority of the spoils would have went to fill in these holes. Too much dirt was left for this to make any sense.
If Buckeye is so proud of the work completed and stands by it, why wasn’t I notified of work completion? Why was I not given a final walk through? Why has no one from Buckeye or the Revdex.com come out to inspect our claims? Due to the slow response, I did have another contractor, who is very familiar with the ***l *** product, come out for a look. The repair estimate was included in an additional e-mail previously sent to the Revdex.com
Regards,
Greg
Worst contractor experience of my lifetime. Shoddy and lazy work, lies and excuses, horrible communication, unnecessary delays, poor material quality, and they took liberties on design that I did not approve. I’ve spent weeks repairing the awful work they did. They did not apply for permits after we signed for the original deck build, because they wanted other quoted work to be signed as well. That caused a six week delay. After that, they only sent one guy (Torrey) to do all the work for 850 square feet of decks to be rebuilt. Torrey would not show up until late morning and took multiple 20 minute smoke breaks. He’d work for 2-4 hours then leave. Communication from the front office was horrible. The guy that took the original specs lost everything, so I had to reiterate everything once work started and it still got screwed up. Lyndsay (the owner) was always full of excuses and had a condescending tone. Workmanship: Stair railing not properly bolted and moved 2 inches in every direction. I removed it completely. Skirting boards fell off in the wind because they were not properly affixed. He used non-treated trim board to fix a design flaw with the skirting. It began warping after the first rain, so I had to replace it completely. All of the aluminum spindle sections are not properly cut or seated, so gaps are noticeable everywhere and will be too expensive to fix. Railing boards were not properly screwed down and boards warped. I replaced at least 15 warped boards. There are gaps in the deck boards I could drop a marble through and can literally see the ground below, because he would not send back warped wood or make any effort to correct the gaps. He left the former deck posts sticking out of the ground and made no effort to remove them. I replaced dozens of deck screws that he snapped off in the wood and the boards were clapping when walked upon. Every single board had at least one screw that was not flushed or countersunk or was not affixed to anything. He did not put down any type of ground cover under the deck to prevent mud from backing up against the skirting during rain. I had to dig out all the backed up mud and make a trench around the deck for drainage. He did not care whether the black stamps on the wood were up or down, so it all needed to be belt sanded.
I complained multiple times and they all promised to fix the issues (lie), but nobody came or followed up. If our budget hadn’t been already stretched, I would have hired someone else to fix everything then sent the bill to them, but I had to do the work myself. What is the point of paying people thousands of dollars only to look at their awful workmanship for the next 20 years.
I met with a representative on April 29 and provided a check to cover the request for the permits. They assured me it would be done no later than June 1 and it would only take 2 days to complete. My major reason for a fence was to keep the dog in and some privacy. On May 29, I emailed them since I had heard nothing from them. I emailed back and forth for the next week. They apologized for the lack of communication and kept putting off the date. I insisted I needed it done by June 10 so they sent workers on June 8 who started. They were supposed to cut out all of the bushes along the old fence and left some so I had to tell them to remove them all since I couldn't get the ones they left after the fence was installed (which that was added in total cost). One week later, they had everything but the gate done and my dog could get out from under the fence and they decided to remove a foot from behind my shed without communicating this to me first. They left material, bushes, trash, laying all over my yard for a week. I cleaned up the mess of a yard when they left. (all of the trash and sticks, moved the dirt clods and rock myself).
I emailed the company and once again they came out and looked at the fence and worked on the gate but the keys don't seem to work well in the gate and they were coming back the next day to rectify with dirt to fill the large gaps between the bottom of the ground and the fence and put some rocks behind my shed since now there is no way I could fit to clear any grass that grows and they said they would be here the next day. No show again. It is now June 19. I have paid them half of the amount and not sure when they will ever completely fix this mess. This was not very professional and there was no pride in their work. It has been a major headache since the start. I am not a micro-managing customer but with them you have to be! Pay a little more and don't deal with the frustration and disappoints I have. It's too large of an expense to expect this kind of customer service.