What is a Call Back?

What is a call back?

A “Call-Back” is language used in the industry to describe what CFC Fences and Decks must do in order to fully complete a project or satisfy a customer due to inadequate materials or workmanship.

Many things can cause a return trip by our crews to a job site.

• Materials used may have been sub-par.
• Tools not working or breaking down so some aspect of the project are not completed fully or satisfactorily.
• Expectations between customer and CFC may not have been congruent.

It has happened that the materials specially ordered for a job have some minor flaws that were not known or seen when sent with the crews.  There are some classic examples of this type of thing that can be outlined and result in a call-back situation due to a failure to create realistic expectations.

• Cedar posts will sometimes come with natural checking.  Checking is a term for what looks like a post is splitting apart when it has actually split on a side.  Again, a natural quality to expect from Cedar and does not compromise the sturdiness of the post.
• TREX® Composite is a wood based product manufactured with recycled and reclaimed plastics.  Since it also has some natural material within it, TREX® is also subject to some expanding and contracting with weather changes, just like Cedar fencing will do.
• TREX® is a manufactured product in dye lots and some lots may have very slight shade differences when initially installed.  TREX® fencing on the same project will eventually fade to one like color.
• When TREX® comes out of the mill there is an emollient, almost wax-like, covering that after shipping and unpacking sometimes appears to be scratches. Most times it is not scratching that is permanent and this, too, will fade off and be like coloring with the rest of the fence quickly.  If there is scratching, that can be addressed with a simple heat gun (hair dryer) or some stain easily purchased at a local hardware store.

Expectations must be realistic. Wood curing and warping cannot be controlled and therefore cannot be warranted.  While fencing should not only be functional but also attractive, ultimately it is an exterior project that is designed to be in all types of weather and is not indoor finish work.

What does a customer do?

First, to avoid most all “call-back” issues, it is very important the customer try to be available when the crew completes their project.  This way the customer can complete a thorough Final Walk-Through Inspection with the crew chief so that if any “call-back” issues exist they can be addressed and corrected at that time when the outfitted crew and materials are present.

The customer should call the CFC office immediately and report the issue or concern he has with the fence.

The customer will also be asked to take pictures of their concern and email the pictures to CFC.  This way, when a crew is dispatched to do any repairs, they know exactly what needs to be done and has all the required materials and tools with them. And the issue can be completely resolved.