Northwest Fence Company, Inc.

I recently had a gate installed by Northwest Fence-Spokane. I am very pleased with the gate, it was done in the time they specified and looks good. However, during installation they cut the lines for my in-ground sprinklers and did not tell me what they had done. I am now faced with having it fixed and NW Fence will not take any responsibility. Thought everyone should know customers are responsible for damage done by NW Fence contractors.

I am very happy with my new fence. Everyone at Northwest Fence did a really good job. They were very professional.

Review: We selected Northwest Fence Company to install a wooden fence at our new home in Spokane Valley on June 8, 2013. The posts were installed week of 4th of July and fence boards installed on July 8th (after I complained about the date originally being July 18th). After 55 days, we have gone through 4 rounds of redo work. Each time the Supervisor met us on site, noted the issues and sent out a crew to address the issues. Each time all issues were not resolved and more issues surfaced. During this time, I have sent emails to the General Manager, with a CC to Supervisor and Salesperson with photos showing the problem areas. During the last round of redo work on August 28th, the Supervisor and General Manager came onsite as we still needed a board replaced and had discovered 2 days earlier the back side of the fence had multiple rotten boards. The General Manager told the Supervisor, Why would you let these boards be installed? during a conversation between the two them. As for the conversation with us, General Manager stated he felt there have not been any workmanship or quality issues. We provided more information about how their service does not meet their mission statement of quality customer service and product in a timely manner. There are a number of customer service issues that I can provide through the string of emails since there is not enough space to do so here. The main themes are Supervisor not returning calls, states work will be done on a Monday and they do not come until that Wednesday, states issues are due to the crews learning curve, only one courtesy call placed during this whole time, and no acknowledgment of how after 55 days and four rounds of redo work is a customer service issue. Lastly, after a walk-through of the fence from the 4th round of redo work, the outcome is still three rotten boards that are main supporting boards to the fence.Desired Settlement: We are requesting a reduction in our final bill of $1,000 due to the Northwest Fence Company not meeting full quality standards after 55 days and 4 rounds of redo work including not fullfilling quality customer service and product in a timely manner.

Business

Response:

[redacted] and [redacted]; Scheduled Project with [redacted]: Phase 1 scheduled the post set for 6/26 Phase 2 Finish fence and hang gates scheduled for 7/8/13.

Phase 1 Set Posts on 6/25/13 One day early.

Phase 2 Finished project on 7/1 and 7/2/13 One week early.

I had a small section of steel fence with a gate put up by Northwest Fence Co. I was not pleased with some of the workmanship as some of the alignment was slightly off. I called and w/i a day a supervisor came out and said that it was not install properly and w/i a week it was torn out with a new section and gate done perfectly. Then a year later I misplaced the key for the now locked gate. I went to the office all personnel we very helpful trying to find keys that would match. None worked, over the course of a week a supervisor would stop by and try another key - to no avail. He then had a workman come out and replace the locking mechanism giving me two sets of keys and no cost. Unbelievable service and very pleasant people to deal with.