Structureworks
Smith, Fredericksburg, VA

Structureworks Reviews

3.3 stars based on 7 reviews

Featured Comments:

• S

  Susan Fox Gallagher

  1.0

  We've been trying to complete a project for some time now and just ran into another delay with the installation of an outdoor fan for our Pergola. Out Sales Representative just told our General Contractor that he couldn't do anything to assist and that he was unsure why our STEP-BY-STEP instructions didn't included the installation of the brackets which would hold the housing base of the fan. Now we need to undo the previous work and remove several smaller and at least one larger rafter in order to install the brackets which hold the fan base. This isn't the first issue we've experienced with Structure Works. Our first issue was the companies lack of providing the pre-drilled channels for the wiring to handle the fan and outside outlets. All of which our contractor needed to complete for us. Product delivery was another fun opportunity with crushed and open boxes. Missing components and a delivery company who employed one rude driver. We reported and sent pictures Structure Works but never received any follow up. Yes, they did send us the missing components, which took additional time. If you're going to purchase a product with this company do your homework because we've not been pleased with their Customer Service, their instructions or follow up. It's sad that a project which we were/are excited to complete has turned into such an ordeal and additional costs we're having to cover due to the lack of this companies poorly written instructions. Don't believe the comments that it's like putting together Lincoln Logs. It's not.

  ---

  Response from the owner

  Hi Susan! Thanks for your purchase of a Trex Pergola! As a manufacturer, ensuring that contractors understand what is involved for seamless installation is always a top priority. Unfortunately, it sounds like your expectations for your pergola were different from what your contractor purchased from us. To address some of your concerns: -Your kit did include a fan block—the installation procedure for this is included in the instructions and mentioned in step five on the first page. The best way to do this after the fact, is to remove the screws from one of the stringers, so that one rafter can be pushed to the side slightly and the fan block fitted into place. -Your kit also included pre-wiring for two receptacles in two columns, but the wiring necessary to connect a fan was not requested or paid for. We provided shop drawings prior to production that your contractor approved. These drawings do not show any fan wiring. -We apologize for any delivery damage that occurred. We strive to use quality freight carriers and always remake damaged components as quickly as possible in order to keep our customer’s projects moving. We understand that shipping and installation caused some delays in your project, and we hope that once installation is complete you will have the outdoor retreat that you dreamed of to enjoy for many years! Please let us know if you would like to discuss further - we'd be happy to chat over the phone.

• m

  mark mcgurl

  5.0

  Installed 2 Pergalas manufactured by Structureworks,didn't have any problems with product,they answered any questions I had,Top notch customer service!!

  ---

  Response from the owner

  Thank you so much for your kind words, Mark. We really appreciate you taking the time out to share your experience with us. We look forward to your next project!

• T

  Tyler Cragglehold

  5.0

  We had a custom Trex Pergola fabricated and shipped to Alberta, Canada for a client in the summer of 2017. Upon delivery I noticed it had been damaged, most likely by the local shipping company that delivered it to the client's house. One of the two main beams was severely damaged. I phoned Structurewoks, and they had a case file opened for replacement before I'd finished unloading the truck, and had a new beam produced and delivered within days. This spring, after a rather gruelling winter, the second beam showed damage that hadn't been visible upon delivery, but was made visible by the freeze-thaw cycle. I contacted Structureworks - eight months after the initial install - and they once again quickly resolved the issue. Working with Structureworks has been a pleasure. Their staff is professional and responsive, their product is beautiful and very well thought out. As a contractor I highly recommend them and their product, and I am looking forward to recommending their products to my clients in the future.

More reviews (3)