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Fence and Gate Installation
I apologize for the length of this review. My experience with this company was so epically bad that I hardly know where to start—with the shoddy fence they installed in our yard (which, after two months, is rusting), or with the rude and threatening way we were treated by the owner and employees. That’s the short version. For the long version, read on. My husband and I recently bought our first home. It has a pool, and we wanted to make the backyard safer for our daughter by installing a fence around it. We opted for a permanent metal fence rather than a temporary pool safety fence so the space would be secure for years to come. This was a big expense for us, but we decided it was worth it to add an attractive permanent feature to the yard. After reading reviews online, we contacted Rockstar. The owner came out right away to measure the space, told me that fabricating the fence would take a couple of weeks, and said he would be in touch when they were ready to install it. All good. The workers came a couple of weeks later. I didn’t notice anything was off while they were doing the installation. They had brought the sections of fence that were fabricated at the shop, which they welded together onsite. As they worked, the fence looked like it was coming together nicely. I should have inspected the fence sections before they were installed, but they looked fine at first glance. When the workers were done, I asked them the amount of my remaining balance, and they kind of scoffed, like, “why would we know that?” Not super professional, but ok... I found the invoice with the amount in my email and wrote them a check. They told me that the fence was kind of muddy, but we could use a rag to wipe it down. They also left a can of spray paint, telling me I could use it to fix any spots they had missed. I noticed that they had left the big piles of dirt all over the yard where they had had to dig. It seemed weird that we should be left with such a big clean-up job to do ourselves, but since the fence itself seemed okay, I shrugged it off. It was only after the workers left that I took a closer look. I immediately noticed that the welding job that had been done at the shop was super sloppy and inconsistent. It looked terrible! The majority of the pickets were not welded on with a solid solder all the way around the picket. Instead, there would be one or two little globs of metal holding the picket on so that the hollow interior of the picket was exposed and able to collect water. Not only that, but the welding was really messy. I am not a welder, obviously, but I can generally tell good workmanship from bad! This looked so bad that I wondered if there had been a mistake. Had someone perhaps welded the pickets on quickly to hold them in place and forgotten to come back and finish them off? I was sure that if I called the company, the owner would want to make things right. The quality of the fence was obviously not good. And had they offered to fix the fence at that point, I would have been happy. But this is when things got much worse. I left a voicemail at the office then followed up with an email to the owner with some photos and a description of what we were seeing. I kept things really polite, hoping we could quickly reach an amicable resolution. I was happy when I got a call back within the hour, and the man who called offered to look at the fence right away. He came over and looked at it without saying much about it. He told us he was the owner’s father and was just watching things while his son was out of town. He would tell the son to call us when he got back. Okie dokie, I thought, that’s understandable. I can wait. The following week, I got a weird, kind of fishy sounding email from the son/owner explaining that the gaps were a “technique” Rockstar uses to let any water that collects in the pickets evaporate so they won’t rust from the inside. To me, it seemed like keeping the water out in the first place was a better plan, not to mention that many of the pickets were welded on more fully on the bottom than they were on the top. They seemed basically designed to collect water. What made even less sense was that an hour or so after I got that email, (and before I had a chance to reply), the workers who had installed the fence suddenly showed up, saying they were there to fix it. They were clearly mad about having to come back and were pretty rude. My husband let them into the back yard. When we looked out the window a few minutes later, we saw that they were caulking the fence. One guy would squeeze a little caulk into one of the gaps and the other would spray paint the wet caulk black to match the fence. They went around filling in some gaps here and there but leaving the majority of them untouched. Of course, the owner had just finished telling me the gaps were left intentionally. Then these “welders” show up with caulk and haphazardly fill a few of them in. Not exactly the response we were hoping for. At this point, we were pretty mad. The owner’s explanation about the company’s “technique” seemed like a boldfaced lie. My husband suddenly remembered that Rockstar’s shop had the same kind of fence around it as ours and had the bright idea to drive over and look at the welding on it. Surprise, surprise: the pickets were all fully welded on. While he was there, he also noticed that Rockstar operates a welding school at their site. Could our slop-job of a fence have been the work of a student? We will never know. My husband emailed the owner this time, as my nicey-nice attempts had not gotten any real results. This email was a lot testier, although he still managed to keep it pretty professional. He and the owner emailed back and forth a couple of times, with the owner insisting that our fence was “showroom quality” and that none of his other customers complained about their fences. He then said he would come back to fully weld the pickets on for $700, which we were not willing to pay on top of the thousands we had already paid for the fence. Things were getting heated. I jumped in on the email chain and asked the owner to come over and see the fence himself, which he had never offered to do. He agreed to that. At the owner’s visit, he looked at the fence and started trying to explain about his technique again. My husband told him he didn’t buy it. The owner got pretty riled up at that point. However, he finally agreed to fix the fence in four weeks, which he said was his next availability. He told my husband that we better not ever call his company again after that, and we assured him we wouldn't. His voice was raised at this point, and as he left, he slammed our gate. I followed up by email to confirm (and to create a paper trail), and the owner told me the date they would be back. We waited the four weeks. We were honestly not expecting much and weren’t even sure that we wanted these guys doing more work for us. But we figured they still deserved the chance to fix things as promised, and what choice did we really have? The day scheduled for the repair came and went. No fence guys. We are now shopping for a welder who can come and finish the job. This brings my epic saga to a close. The moral: RUN, don’t walk, away from this company! They take no pride in their work and just seem like they are out to make a buck. Our experience with them was a nightmare almost from beginning to end.Jul 9, 2017VerifiedRockstar Fence & Powder Coat LLC's reply
We offered to you to fix anything you would like done, your husband then was threatening to our staff and we left of fear for our lives or harm to our staff due to his aggressive attitude. We also addressed the lunch list items you asked us to while we were onsite.
Awesome! Communicated extremely well. Gave great advice on the fabrication of multiple items. I could not be happier w the end result. Highly recommended!Mar 16, 2015Verified
Fence and Gate Installation
Quality work, fence is solid metal. Better than the screw together kind. We did have some communication issues on a smaller part of the project to fix a pre-existing driveway gate. Chad was willing to work to find an agreeable solution that we both were ok with considering the circumstances.Jan 19, 2016Verified
Chad came and looked at my place for an estimate. He was a nice guy but have not getting back to me about the quote after I have contacted him several times. So I have to post another ad up here.Feb 1, 2017VerifiedRockstar Fence & Powder Coat LLC's reply
You told Chad that the price we offered for your work was hiring than the other estimate you had and you did not need an estimate. We were happy to provide the estimate of you wanted it. That's up to you.
I've received about 6 bids and theirs was about half of what others asked. They contacted me and sent pictures of how dumpster gates would look like. Seemed legit and I went for it. Then there was lack of communication for about two weeks. They finally came back site has been giving them problems. Everything went fast and smooth from there on. My guess is they were busy elsewhere, but all things considered I think it was worth the wait. Again their price was 50% below what others asked for and I am definitely happy with the final result.Aug 31, 2016Verified
- What should the customer know about your pricing (e.g., discounts, fees)?Many customers want to know our hourly rate but typically it is more cost effective for the customer for us to price a complete project.
- What is your typical process for working with a new customer?We first will contact you and setup a time to meet. We will provide an estimate for the work requested. If that estimate is accepted, a 50% deposit will be given and work started. At that time, a timeline will be given for work to be performed. We are customer oriented and want to provide the best service in our areas of specialty and will do what it takes to earn your business
- What education and/or training do you have that relates to your work?40 Hour HAZWOPER Certified with up to date 8 Hour refreshers every year Certified Pipeline Welding Inspector Member of the American Welding Society.