Angie's List since July 2010

D Rated | 2 Reviews


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This has been our experience with our fence installation from Lowes of Moline Illinois and The Fence Guys of Bettendorf Iowa. On June 6th, we signed the contract to have an Emblem 6' white vinyl privacy fence installed at our home. We paid over $5100 up front on that day. We didn't hear anything from Lowes until the order for our materials were placed which was June 20th . We were told that they would call again when the materials were in and The Fence Guys would call with an installation date. We finally ended up making contact with the installation company directly to find out when our install date was scheduled. On July 16th we called and left a message to see what the status of the materials was. I had to personally go into Lowes to find out when our materials were going to be delivered as it was now the Saturday before the scheduled Monday installation. I was told the items would be delivered the next day, Sunday, July 24th. I took the afternoon off of work so I could be there to accept the delivery. We did receive a call around 11:00 am informing us that they were behind schedule for the morning deliveries. Not a problem. When the 2 gentlemen showed up with the delivery, they had me sign and asked me where I would like them to put the delivery. After I told them where I would like it placed, they took one long box off of their truck, placed it where I had requested and wished me a good day. I informed them that there must be some mistake. We were having over 150' of fencing put in and they only brought 1 box. It was a single post. They showed me their invoice which showed just one piece. Not their fault. I told them that the installers would be there in the morning. They then informed me that they do not do flatbed deliveries on Sundays. They said that they would call and find out what was going on. Again, we had to be the ones who made contact to get the situation straightened out because we didn't receive a call back. I basically wasted a half a day of work. After getting everything straightened out, the flatbed delivery truck arrived later that day and he was very professional. He was quick and efficient and placed everything in my drive so I could still get into my garage. He recommended not placing the materials in the yard because the lift was extremely heavy and would probably damage the yard. I appreciated that. Installation day - The installers actually arrived a little before scheduled which was great. They arrived a little after 7:30 am. One of the crew went over the details and plans with me before they began so everything was installed correctly. I showed him where the property marker was and that I wanted the fence an inch or two on the inside of the property line. The install team worked until about 5:30 pm. They had 4 extra posts that they had loaded up on their truck after the fence was up. That's over $120 in materials alone. A few minutes later, I notice that their truck was gone. I went outside to find that they had left. The fence was missing 2 post caps and one of the gates was not installed. Essentially, 6 post caps were missing since they ordered an extra 4 posts. I found the gate assembled and in my garage along with the latch kit and a steel post insert (another item that was extra). I assumed that they were heading to Lowes to pick up the post caps that were missing as well as the hinge kit that was missing to mount the gate. They never showed back up. Ok, no problem, they worked a long time today. They should be back in the morning to finish up. Tuesday comes and goes and we haven't heard anything from the installers or from Lowes. I'm a patient person but now I'm getting upset because the installers had pushed all of the dirt from the post holes along the perimeter of the fence instead of cleaning it up. Now I have to clean it up to not upset my neighbors. On Wednesday, I went back into Lowes and spoke with Shelly. I asked her what was going on and she informed me that they have to order a hinge kit. Why wasn't it ordered on Monday when they realized that they didn't have it? Why weren't we contacted to inform us of the problem in the first place? She gave me a couple of post caps and told me that Gary would call me the next day. I went home and spent over 4 hours raking all of the dirt away from the inside of the fence so I could push all of the dirt under the fence that they left in my neighbor's yard. I also had to remove all of the concrete that they left on my sidewalk. When they put the cement in the post holes for the gate, they got concrete mix all over my existing sidewalk. Instead of cleaning it up, they just watered the holes and created a layer of concrete on top of my sidewalk. Thursday comes and goes with no return phone call from Gary, Lowes, or The Fence Guys. Still no gate on our fence. Friday comes and goes, no word. Saturday, Sunday, nothing. It is now Monday. We were finally contacted to let us know that the installers would be over to finally finish the job. The entire process has been frustrating and disappointing to say the least. At almost every point where communication was to be made, no effort was made on Lowes behalf. We had to be the ones to reach out which we found to be unacceptable. Look at the photos. I don't believe anyone would be happy to pay $1300 for an installation, have the process take an entire week and have to do all the clean up themselves. I emailed the store manager, Shayne Cobine and didn't even get a response.

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Sales lady was very knowledgable and helpful with different ideas to use

Helped us find the appropriate materials for a home project

CATEGORY home improvement stores

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