Customer ReviewsforTexas Best Fence & Patio

We hired Texas Best Fence to complete two jobs for us within a year and the two experiences could not have been more different. First, they completed a privacy fence for our new home and the process was extremely smooth - materials and workers arrived as scheduled and the fence was completed on time with no issues. We love it!
Fast forward a couple months to our second project - upgrading our patio/deck.
Overall, we are happy with the work completed on our patio project - the quality is good and we're enjoying the space. The problems arose with nearly every other aspect of the project, so many that I would definitely NOT recommend them, even to my worst enemy. Please see details of our experience below:
1. The initial estimate was missing the primary feature, leading to a shortage of supplies, a delay in start time, and added expense. I will say that Colby helped us out on this.
2. A procedure was added after work began - the problem here is that we were never told this would be an additional expense. In addition, it was installed incorrectly and it took several months along with withholding payment before Colby sent someone to fix it.
3. Exclusion of a necessary component - astonishingly, the quote for our gas fire pit did not include the ring. I would have thought this would be included on the quote, but no. I'm unsure how we were expected to utilize a gas fire pit without it?
4. Obtaining materials took much longer than estimated - we understand delays here, however, the company was absolutely horrible about giving us updates. Most of the time, I feel we received an update only because we asked for one.
5. Scheduling was a never-ending challenge - 90% of the time we were told the crew would arrive on a specific day/time only to be left waiting. In addition, the crew showed up many times only to work for 2-3 hours then left for the day, not to be seen again for a week or more. We wondered what contractor in their right mind would be okay with workers showing up for a couple hours then leaving though nothing was completed only to come back a week later to complete their portion in an hour or less.
6. The workers left personal trash (i.e., water bottles, fast food bags (with food in them!), paper cups, etc.) in the yard every single day even though we provided a trash can. When we mentioned this to Colby, he said "This is normal" and the workers could not be expected to clean up the yard every day - they would take away all trash at the end of the project!
But the biggest and most egregious issue, by far, was COMMUNICATION. In addition to having to continually request updates, we had to reach out to Amy and Colby on multiple occasions to ask when workers were expected, to advise no one had shown up (again and again), and to obtain another estimated time of arrival. Colby had multiple reasons (i.e., excuses) for every issue, but it all boiled down to "the demand is very high and we have people waiting longer than you". Wow!
I started to get the feeling they took on more clients than they could handle so in order to keep everyone "happy" they were intentionally scheduling people to show up for short periods of time at each job to keep complaints to a minimum. Whether or not this was the case, things would have been very different if only the company had taken the time to communicate better and more often.
Finally, based on our experience, Colby ****** should NEVER be allowed to speak with customers. He is absolutely the WORST at communication and customer service! Every time we spoke with him he was arrogant, condescending and, sometimes, downright rude. If Colby is the "voice" of your company, you should expect to have more dissatisfied customers in the future.

We greatly appreciate your hiring TBFP to do your projects as well as your willingness to provide feedback. Our goal is always to create the seamless experience that you had in your first project earlier this year rather than the latter, and are thankful to hear that you are thrilled with the quality of the projects that you received. While many contractors have been affected by material & labor shortages and price increases, we certainly apologize that your experience was so negatively impacted by these factors.

We appreciate you bringing these issues to our attention, providing the opportunity for our team to grow and be reminded of the priority to communicate well with our clients. Hopefully you've received our continued communication efforts to make this situation right.

We appreciate you trusting your outdoor project with our team. If you have any other issues or concerns, please reach out to Amy at ************.

Colby