Custom Fence

Let me preface by saying that I work daily with contractors of all types, fence companies, electricians, communications, architects, asphalt, excavators, landscapers, etc. I am used to project set backs and issues pushing things beyond scheduled dates. That being said, we contracted a residential project to install a wood and wire panel fence around part of our back parcel In Brigham City. We also contracted to have Custom Fence set 8 tall and wide support posts for a pedestal style raised tree house/playground for our kids inside the fenced area. We contracted this work at the end of winter so we would be one of the first projects on the schedule for Spring. Everything went great with the rep who came out and bid/designed the project with us. His name was Jackson. We were told we would be one of the first projects done as soon as it was warm enough. Then everything went silent. Finally we followed up only to find our that Jackson had quit and our project had been lost. We were then assigned to work with Larry who took several attempts to get what type of fence and design we were wanting correct over the course of the Spring. After that we were strung along for the remainder of the Spring and all of the Summer about when our project would start. I spoke with the receptionist a minimum of 6 separate occasions over this period and never once had Larry or any other foreman or owner contact me. 3 weeks ago I called after hours and spoke with Brett, who appeared to be an owner, instead of getting a voicemail and they said they would get to the bottom of this and call me back. No follow up was received. Finally I called and spoke with the receptionist on 9/20/19 and was told the job would start on Tuesday 9/24/19. Larry also emailed my wife on 9/20/19 and said his crew would set the posts on Tuesday. I stayed home from work that day to make sure posts went in the correct spots per our design and staking. No one showed. No phone call came and no email was received explaining the no show. I called them today and was told by that same receptionist that the project was scheduled for October 1st, which was not what was communicated the week prior. Enough is enough. I officially cancelled the project today and this negative review and a year lost is all I have to show for attempting to work with Custom Fence. I did receive a follow up call from Larry after I sent my formal cancellation email but no offer to make this right other than to start the job next week was given. A year of my kids childhood is gone now without the tree house and garden area we had planned for them and all I was offered for them to make it right was to start the job they should have finished back in early Spring. Larry to his credit was polite and apologetic over the phone but it's far too little too late unfortunately. It's obvious that losing a $5000 residential job is not that big of a deal to them or some kind of discount as a way of an apology would have been offered as is customary in these types of situations. I can't in good conscience recommend them and that is why I am leaving this review, even though I understand the negative effects of these Google reviews on businesses. I don't take leaving this review lightly and yet here I am leaving the review anyway. Take that for what it's worth.

Overall, the guys did a nice job and the fence (small chain link dog run) was installed in about an hour or so. The materials took over a month to ship (I was okay with this) and surprisingly had a lot of scratches and scuffs where the green coating was completely scraped off. I'm guessing this wasn't 100% from the install, but more from either the shipping or where the material was stored. Either way, ballpark $2500.00 for a scratched and chipped fence. I'll have to look into a touch up paint or something along those lines. Some overspray from the pink ground marking made it to my vinyl siding, but I can likely remove. The only gripe I have about their sales was that upon getting a quote, I was provided with a pamphlet that stated the use of concrete for setting posts and the posts being cored out. A little misleading because I had already paid the deposit for ordering the materials when I found out this was only available to commercial installations. Ultimately, residential chain link is just pounded into the dirt. Why even provide the pamphlet if it doesn't apply to me or state otherwise? Not the best, but it'll do. Update 12-6-23: Thank you for your response. Yes, that sounds good. I would like the fence touched up (preferably in warmer weather so that it adheres and cures properly). You have my contact information. Please reach out at your earliest convenience. I did sign off on the walk-through completion checklist however, it was after 4pm and quite dark. Nor did it occur to me that the fence would be so badly scraped to the point where the coating is completely removed in some areas. I looked at the overall install, and it seemed straight and plumb. Good enough at the time. If I had noticed it, I would’ve mentioned it, but I wouldn’t have made them stay, as it was likely their last job of the day, and I’m sure they were eager to head home. They work too hard, and I wouldn’t do that to anyone. As for the brochure, naturally, a customer thinks what’s presented is what they’re getting up front when it doesn’t say otherwise. The details in a contract become an afterthought. And I did question it (after the fact) and call to confirm. I’m glad to hear it’s being updated. Again, thank you for the response and please do reach out so we can figure out a time.

If I could give ZERO stars, I would. Custom Fence Co. tells you what you want to hear and then has ZERO follow through and accountability. WORST EXPERIENCE EVER! Our fence was initially quoted to be completed in June, but was pushed several times and finally got started last week. "First thing Monday morning" was the original communication, so we finished tearing out the old fence and all the prep work over the weekend to have them arrive on WEDNESDAY. They completed setting the posts between our properties, but didn't put the posts for our section that would enclose our backyard (We have FOUR DOGS). I called in and was told the posts would be finished that day (apparently they didn't grab all the paperwork) because of course it made sense to do it all at once so we wouldn't have to wait longer for the posts to set. Didn't happen. So I called again and was told, "For sure by Friday, but if not for whatever reason, Saturday would be the day." No one showed up. Zero communication. I called on Friday to get an estimated time- "late afternoon, about 3" No one showed up. Zero communication. I called three times on Saturday (I know, hopeless) - nothing. So, I called today (Monday) -- "Oh, we will just put in the posts when we come to finish the fence with posts already in place." Great, fine. When is that? "IT'S NOT ON THE SCHEDULE YET." Okay, well call me when it's on the schedule and meanwhile I'll just twiddle my thumbs waiting for you to show up and do your job. I decided to head out and inspect the posts that are currently installed.... NOT STRAIGHT. NOT SET. NOT OKAY. Not only is this company TERRIBLE with customer relations and follow through (They are absolutely not trustworthy- don't believe any promise they make!)-- I could eventually get over that and learn a little patience -- the QUALITY of the fence thus far is OBSCENE. The posts aren't lined up, they aren't set correctly and now we are faced with waiting even longer for them to fix their mistake... or possibly having them come collect their posts and starting all over!

Custom Fence installed the fence at my new home in Pulaski 3 years ago & did a great job. I decided to do a modification this year & contacted them in March 2024. The modification included replacing a section that was sinking due to natural settling of a new home as well as changing from a 4 ft gate to an 8 ft gate. The quoted price was reasonable. Because this job was small compared to a full fence installation, I was told I would be worked into their schedule when the crew was in the Pulaski area. Due to the excessive Efrain this Spring, several dates were arranged, then needed to be canceled due to rain. Brandi from Custom Fence was great at informing me of tentative dates, then cancelations when rain made it necessary. Finally the rain stopped long enough to have the modifications completed! The two young men who did the job were super friendly as well as very patient in answering my questions. Thank you, Custom Fence for great customer service (very rare these days) as well as a great job! Highly recommend this company!!

The crew at Custom Fence in Denmark WI helped us design a fence that would accommodate our needs, protect our belongings, and keep our dog within bounds. The installation was delayed due to supply chain issues. But they kept us informed weekly. Communication via email and/ or phone was professional and timely. Zach and his installation crew did a clean, polished job. He informed us of issues we hadn’t even thought of concerning the install. Thereby solving problems BEFORE they arose. His communication was professional and timely as well. The fence itself is beautiful, sturdy, and offers privacy while still retaining ornamental touches. The cantilever gate opens with little effort and has provided MUCH more room for entering our back yard with trailers in tow. The option to automate the gate is possible at a future date. We are very happy with the services rendered and products/ solutions offered by Custom Fence. Thank you!!