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BBB Accredited Business since
Phone: (509) 928-8084 Fax: (509) 926-9931 14909 E Sprague Ave, Spokane Vly, WA 99216
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A BBB Accredited Business since
BBB has determined that Northwest Fence Company, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Northwest Fence Company, Inc. include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Washington Secretary of State, Corporations Divison
801 Capitol Way South, P.O. Box 40234, Olympia WA 98504-0234
Phone Number: 360-753-7115
Fax Number: 360-664-8781
Department of Labor and Industries WA State
901 N Monroe St Ste 100, Spokane WA 99201
Phone Number: (509) 324-2600
Type of Entity
Business ManagementMr. Roy Masterson, President Mr. Dave Anderson, General Manager
Fence Contractors Fence Posts & Fittings Fence - Sales, Service & Contractors Chain Link Fence Sales, Service & Contractors
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
14909 E Sprague Ave
Spokane Vly, WA 99216 (509) 928-8084 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: 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: **** **** and ***** *******; Scheduled Project with ****: Phase 1 scheduled the post set for 6/26 Phase 2 Finish fence and hang gates scheduled for 7/8/13.
7/22/13 ***** initiated meeting with ***** (Installation Manager) for site review . ***** identified: Some material needed replaced, reveal at the gates uneven and needed adjusted, drop rod on gate was too short. Customer requested we change the location of latch on wood walk gate which was installed to industry standard and to change the direction of swing on the double gate gate from swing in, as clearly shown on the contract, to swing out. No additional charges were applied for the "new" work. Crew was scheduled for 8/1/13 to make necessary repairs and requested changes.
8/1/13 Began repairs and requested changes which were completed 8/2/13
8/6/13 ***** contacted **** (General Manager) with complaints of 2 week turnaround to finish job, latch on the wrong side of double gate that was just redone (installation again was to industry standard), no boards left on site as agreed upon. She then demanded we contact **** **** and address the gate latch and deliver spare boards..
8/6/13 ***** left **** a voice mail, received no call back
8/7/13 **** left ***** a voice mail, received no call back
8/8/13 ***** made contact with ****. **** was unaware ***** had contacted Northwest Fence and was not concerned about the latch and said he would change it himself. ***** told **** we would take care of it.
8/14/13 Changed latch location
8/16/13 ***** followed up with ***** to verify work completed to her satisfaction. ***** was upset because our crew used one of the boards we had left on site. ***** said he would deliver another.
8/19/13 ***** left ***** a message, he was unable to return during business hours. At 10:50 pm ***** sent **** an e mail lodging complaints and asking for $1,225 discount
8/21/13 **** responded to ***** and arranged for Fence Crew, Installation Manager, General Manager and customer to meet and correct any questionable or unresolved items 8/27/13 at 7am
8/27/13 *****'s main complaint was we had over sized the hole for the pull cable release. Increasing it from 3/16" to 1/2" and it did not match the other gates. **** identified no other workmanship issues. ***** and **** then walked the entire job inspecting the material with ***** following and marking the boards indicated. ***** nor **** would be available to inspect the job after the board replacement, **** assured her that ***** or **** would inspect the job before the crew would leave their site. ***** helped the crew complete the board replacement and approved the work as satisfactory and complete.
8/27/13 ***** again sent an after hours email lodging new complaints and demanding a discount
We deeply regret this project has concluded in a negative fashion. We have gone to great lengths and expense to try and satisfy this customer. Repairing and replacing material, even to the point of making changes to work satisfactorily completed. We have fulfilled our contractual obligation and will require payment in full for work completed.
I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
8/27/13 ***** and **** walked the fence line and marked material for replacement together. All material marked was immediately replaced.
Northwest Fence has provided a quality finished product and fulfilled its contractual obligation. To resolve this matter, Northwest Fence will provide 9 replacement boards, material only that are available for immediate pickup by the customer.
Northwest Fence employs a payment on completion agreement. As of 8/27/13 this job is completed. As of 9/27/13, every effort to collect payment in full will be made.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
The latest response from Northwest Fence Company regarding this complaint is inaccurate. On 8/27/13, *****, ****, **** and ***** did a walk-through of the fence where **** began to see all of the rotting boards. After the walk through, **** states to us he does not see any quality or workmanship issues even after noting rotting boards and telling ***** to have his crew begin replacing boards. All four of us then talked further about the situation and our frustration with the lack of customer service, quality product, the amount of redo work, and the latest issue of rotting boards. After that point we parted ways, as **** continued to say there were no issues. ***** marked which boards needed to be replaced. I did not tell them each board to replace. They did not ask me to tell them each board to replace. They told me they would do a complete quality check and replace all rotting boards which included a final walk through by **** and ***** which sounds like from a previous response that ***** may have done the final walk through?
In the latest response, we provided a video of the current state of the fence as it shows more of an accurate picture of the last redo work on 8/27/13. I wish we had a fence that was complete and finished but as you can see on the video there are rotting boards and other issues even after the redo work.
In hindsight, a better outcome on 8/27/13 would be a General Manager that would have worked with us as a valued customer and listened to our frustrations and concerns before stating he did not see any quality or workmanship issues after noting rotting boards. Every time, we tried to convey our frustrations, none of them were validated or considered. All of us should have marked each board together to make sure we were in agreement that the redo work would be done correctly. When **** talked to me later in the driveway, he then apologized for the lack of customer service stating these situations happen rarely and sorry it happened to us, should have been stated when all four of us were talking together. Even at that point when he asked if we could do the walk through that day and I let him know I had to go to work and **** had appointments, I offered the next day. **** then told me they he and ***** would do the final walk through. All of us should have done a final walk through together. I am still baffled and not understanding why Northwest Fence Company will not acknowledge all of these issues and continue to provide inaccurate information.
The final result is still a fence that has rotting boards and other issues that does not meet quality standards. As for the job being complete on 8/27/13, the job is still incomplete due to these issues. Northwest Fence Company has not provided a quality finished project. We hired a company to provide a quality fence, which was still not the outcome after redo work on 8/27/13. We are asking for a reduction in our bill of $1,000 and not replacement boards.
Customer Reviews Summary