Country Custom Balustrade & Fencing - Tamworth's Balustrade, Gates and Privacy Screens Specialists

Difficult heritage restoration job. Delivered on time when suppliers were being unreliable. Well done Justin and team

On the 18th January I accepted a quote for a handrail for a single step at the backdoor of my elderly mother’s house. As she recently had a fall down that step I was keen for a quick install but was told by Tamworth Country Custom Balustrades and Fencing that due to Covid, and delays at the spraypainters, the earliest possible date for install was Friday 4th March. I was told this was only possible as the handrail was so simple to fabricate. My mother cleared that date and I arranged to be drive the 4 hours to be there for the install, as requested by my mother.On Monday 28th February I rang to check we were on schedule as I’d heard nothing. I spoke with Nigel, who scheduled the original install date. I was told it would require approval by the Owner (Justin) to be added to the installation schedule for that week. I was contacted later that day by Nigel to be told it wouldn’t be done and I should refer to the 12-16 week lead time written on the original quote. As I told Nigel, I was more interested in what he had told me would occur in the first place. During that call, I asked Nigel to reassure me several times that I wouldn’t be contacting the business at the 16 week mark following up after no action. Nigel repeatedly stated there was no way that would happen as the handrail was such a simple job and he would make sure it progressed quickly.Later that week I was sent the CAD drawings for approval. I was then in no doubt that Nigel had lied me about a possible install on the Friday of that week, as manufacture had not even started. I have little doubt the job had been completely missed but lived in hope the frustration I expressed, and some compassion for the elderly in our society, may inspire some action.16 weeks has now passed with no communication from the business, no product, no installation. My experience with Tamworth Country Custom Balustrades and Fencing has been one of a poorly organised business where dishonesty is a way of business. I could in no way recommend this business as it’s so poorly run.

Excellent product manufacture and install.