Long Fence, Chantilly - VAInefficiency / Unprofessionals / Poor customer relations

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a verified customer
Verified customer

Despite reading many negative reviews on Long Fence (Chantilly, VA), we hired them to install a TREX privacy fence (At present, they are the only authorized installers in the area of this particular fence). Our estimator was extremely aloof when measuring our property and when we finally received the contract, there were small discrepancies. Still, we felt we had a verbal understanding of what we were getting for the purchase price of roughly $2000. The estimator specifically told us that the TREX fence comes in 8 foot sections, and that we would be required to purchase an entire section, regardless of how much we used. We agreed to this and interpreted the contract accordingly. After many delays and much foot dragging on the part of Long, and two scheduled delivery dates when they failed to show up, we contacted Customer Service. They sent the crew out, but they had the wrong color, and lost so much time returning to Chantilly for the right one, they ran out of time to finish the final section. Then they started saying we had not paid for that section because the contract stipulated 36 feet. They refused to acknowledge that we were told TREX only sells in 8 foot sections. We ultimately were able to get this resolved to our satisfaction, but not before suffering rude and sarcastic verbal insults by one of the high ranking administers at the Chantilly office of Long Fence. I will say that the installers did a good job and we are satisfied with the fence. But I'm not sure it was worth all the time and aggravation required. I would strongly recommend that anyone wishing a fence or deck find a different company. I have a feeling that Long Fence is riding a reputation that might have been warranted years ago, and they do have name recognition. But as far as I'm concerned the company is in a downward spiral that is not soon to change unless somethings done to get to the root of the problems.


  • Cu
    This comment was posted by
    a verified customer
    Verified customer


    1 Votes
  • Le
    leledc Jun 22, 2013
    This comment was posted by
    a verified customer
    Verified customer

    WOW!!! I am glad i came across this information. I just received an estimate from Long Fence and had decided to go with them; however, now, after reading all of these negative reviews, I will pass.

    1 Votes
  • Sa
    SachinM Nov 23, 2009

    It was my first experience with long fence, estimator gave me estimate for my replacement windows. I signed the contract with agreed amount and then I have been told that I should expect call from window measuring guy, which I never got so I called long fence and they sent somebody for measurement. Now next step, I suppose to get call informing me that my windows has been ordered or arrived to showroom and when Long Fence can do installation instead I got call from some sales manager who informed me that whatever contract we signed has been turned down because Long Fence did not quote you the right price. If you want us to do your job, you need to pay $4000 more otherwise we are not going to do the job. I was so disappointed to hear that, I would have know this two weeks ago, I could have got anybody to install my window. Now I lost my new windows and Tax credit. It is such a bad customer service from long fence.

    1 Votes
  • Lo
    Long Employee Jun 05, 2009

    I work for Long Fence and Home and wanted to share some real customer feedback we've received recently:

    • Dorothy S. from Great Falls, Virginia said:
    “Salesman was very explicit and thorough in his demonstration of the windows. Very persuasive indeed. Good personality. Friendly and patient… So far no problem with the installed windows. Will do business with you again.”

    • Barbara G. from Laurel, Maryland said:
    “This serves as a compliment to your staff and the quality of work recently done to my kitchen cabinets and counter tops. Let me first say that I was very impressed with the professionalism, patience, and knowledge of the products that were offered to me. The sales representative was very detailed and specific during his presentation, I never felt like he was after a sale. The presentation made me want to remodel at this time…The installers did an excellent job cleaning up after the job was done. However, what most impressed me was the job was done less than the estimated time. I am extremely pleased with the work done to my kitchen. I will definitely recommend Long Fence and Home to family, friends, and co-workers. I also plan to get windows and doors from Long fence and home at a later date. ”

    • Ignatius P. from Clinton, Maryland said:
    “The installers arrived before time (which was a plus). They were professional and courteous and got the job done when they said they would do it. They explained how the product worked and advised I could contact the office at any time if something went wrong or were to happen. I must say that I was a bit leery seeing we had other contractors come in to do what was supposed to be a professional job but Long Fence and home out them all to shame. We love our new windows and have already recommended the product to family and friends. Thanks for setting such a high bar in customer service and satisfaction.”

    • Nancy E. from Reston Virginia said:
    “My experience with Long Kitchens was incredible. From the design consultant to the installers the selection, installation, and cleanup was superb. All work was done absolutely on schedule with no surprises anywhere in the process. The quality of the oak cabinets, countertop, sink and faucet was better than I expected for the price. And I can’t say enough about the “face” of Long Kitchens….your people. They were pleasant, friendly, absolutely professional, and willing to do little extras such as raising my counters an inch to conform with existing appliances. Just a pleasure to do business with your company”

    • Catherine B. from Arlington, Virginia, said:
    “I was very impressed and pleased with the entire process. On the same day I called to check on the status of my broken window. The salesperson came by on the evening (worked with my schedule). He is smart, articulate, pleasant, knowledgeable and not pushy. I loved the doors he showed me. He did not pressure me...Did a fabulous job installing my door. I'm happy. Thanks.”

    • Jaheen T. from Crofton, Maryland said:
    “Great experience from start to finish. From our first meeting to the clean-up of the installation team it was a pleasurable experience. Our windows have helped to make our home a cocoon protected from the outside world.”

    -1 Votes
  • Pa
    Patricia & Raymond Raguind Jul 23, 2008
    This comment was posted by
    a verified customer
    Verified customer

    My husband and I have worked twice with Long Fence; one good (not great) experience and our most recent one, which has been terrible. The first time, we contracted with Long Fence last year for a Trex deck. Bottom line, the deck was installed to our complete satisfaction AFTER we demanded a different salesman because the first one was terrible & would not return our phone calls after we signed the agreement. When we finally got the new salesman to help us and give us a drawing, etc., it was a pleasure working with him and with the crew that built the deck. Currently we are embroiled in an extremely frustrating situation with Long Fence relating to a new split-rail fence that they installed in order to replace an old one that fell down during a big storm we had on June 4th. A two-man team came out on June 26th and replaced the fence. I was told by the lead (English-speaking) worker that 3 workers were scheduled due to the size of the job but that one guy hadn't shown up that morning at the shop. My husband discovered upon returning home that day, that many of the posts were extremely loose by just barely touching them. It is now 4 weeks later and a second QC guy has come out and agrees with us (and the first QC guy) that there is a big problem with the quality of the workmanship, including the fact that there should be cement in EVERY post hole and there is NO cement in any of the post holes with the exception of the 2 posts that hold the gate. It also appears that the posts were not buried deep enough. Up until today when the second QC guy showed up (out of the blue - no previous phone call by Long Fence scheduling the visit), we had trouble getting Long Fence "Customer Service" to call us to re-schedule the work that needed to be done to make the job right, even after the 1st QC guy wrote up a "Service Order" outlining all of the issues and problems to be remedied before we finish paying them. My husband has had two conversations with the supposed head of the "Customer Service" Department who continues to argue with him as though she is a seasoned fence installer herself!! Everything that both of the QC guys have documented as problems to be fixed, she argues with my husband, telling him they do NOT need to be done that way. She continually tries to "impress" upon my husband the importance of the fact that she has been at her job with Long Fence for 11 years. My husband argues back that her tenure at Long Fence still does not make her even close to being an expert in the installation of fences. We want to pay them and get this over with but they are making it very difficult because we will not pay for shoddy workmanship. We want what everyone wants, a job done properly. As it stands now, they are supposed to be back out on August 8th with a crew AND a QC inspector there overseeing the job for the entire day. We will NEVER do business with Long Fence again and will certainly tell anyone who asks us for a referral NOT to use them either or do so at their own risk.

    1 Votes
  • Co
    contractor4life Jun 01, 2008

    I think Long Fence is the best fence/deck company around. They were the only company that showed up for my estimate. I gave them a $15, 000 job for a composite deck, they finished on time and it meets all codes with superior workamnship.

    They told me they were largest fence erector in the USA...I can see why.

    I would only use them and have referred them to my firends and neighbors.

    -1 Votes
  • Ch
    Charles Taylor Jul 07, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I have to agree with you completely. Here's my current situation with Long Fence's Capital Heights, MD office.

    I contracted to have a $20,000 privacy fence and electric iron gate installed September 30,2006. It took Long Fence four months to complete the job. The result was very poor. My closed picket sections have the pickets butt up against the main post on one side and a large gap of 2-3 inches on the other. Several sections are like this. My privacy fence was severely shorted to sections as small as 4ft 11 inches when a normal section is about eight feet. The iron gate was installed crooked. There's a gap of 2 1/4" between the main post and top of the gate and a gap of 2 3/4" between the main post and the bottom of the gate on one side. Long Fence has refused to return my calls. The President, Mike Ritter, has ignored my registered/certified letter asking him to acknowledge my letter in writing within ten working days. This was not done. I am in the process of going through the BBB and Maryland Home Improvement Commission for satisfaction. Long Fence has been a big disappointment.

    1 Votes

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