Two stars is frankly generous…read more We chose MacFarland based on their portfolio and salesperson Tom, who provided a detailed quote for shadow box wall trim and painting in our living room, archway trim and casing, and raised wainscot paneling in our dining room. The work order clearly specified the materials and scope of work. Before the project began, I was told the crew would arrive Monday, April 20, 2026, and that I would receive a phone call confirming the start time. No call ever came. After receiving no response to my email, I took the day off work, only to learn late that morning that the crew would not be starting until Wednesday. Because of the uncertainty, I ultimately cancelled appointments with 25 clients for nothing. Poor communication became a recurring issue throughout the project. On at least four occasions, I had to proactively contact the office to determine whether the crew would actually be arriving as scheduled. Early in the project it became apparent that communication between the sales team, design consultant, and installation crew was poor. The installation team appeared to have a very different understanding of the work than what was described in the signed contract. While reviewing progress photos of the dining room, I discovered the crew was installing decorative wall trim to simulate wainscoting rather than the raised wainscot paneling explicitly listed in the work order. I contacted the office to point out that the work being performed did not match the signed agreement. I then received a call from division manager Nic. Rather than acknowledge the discrepancy, he repeatedly deflected responsibility. Among other things, I was told that Tom "shouldn't have written the order that way," that the AI rendering showed decorative trim, and that the company preferred its method because it was "more flexible." None of those explanations addressed the central issue: the signed contract clearly specified raised wainscot paneling. When Nic eventually stated that paneling could be installed but would take months, I concluded there would be no accountability for the mistake. Rather than risk extended delays and continued conflict, I agreed to let the work proceed as-is. My primary concern at that point was simply getting the project completed and the crew out of my house. To the crew's credit, they were generally friendly and returned for touch-ups when requested. However, there were numerous quality-control issues. Newly installed electrical outlets were painted over (I had to use nail polish remover to remove the paint), paint ended up on floors and fixtures throughout the house, and some visible areas were left unpainted because it was assumed they would not be noticed. After I had laid down additional drop cloths to protect my hardwood floors (I ultimately decided to paint the ceiling myself), those coverings were removed by the crew and paint was subsequently spilled on the floors during the final touch-up work. Worst of all, there was sanding dust everywhere. I live in a 1930s home with lead-based paint. The company ultimately removed the archway work from the invoice after recognizing I would not be satisfied with the proposed approach. I will be purchasing an archway kit and completing that portion myself. My neighbor is a retired contractor. His take on the discrepancy between the work order and the work actually done? "That's bullshit." Two weeks later, I am still waiting for the follow-up phone call I was told I would receive on Google. I've never worked with such an unprofessional contractor. Consider the second star as a concession for the excellent work of the salesperson, the design coordinator (for her color and trim recommendations), and the friendliness and diligence of the crew doing the install and painting.

Hired MacFarland after being impressed with the gentleman who did our quote and wanted to work with…read morethe largest/most experienced company of 3 quotes we received. Communication with the office was lacking the entire time and only one person out of 3 that I spoke to at the office was cordial and informative. We lost out on $200 that we paid for lodging (our choice obviously to get loding) for ourselves and dogs to be out of the house w fumes/out of the way of painters only to find out the morning of the 2nd day of the job that painters weren't coming that day and we could have stayed home. We had to ask repeatedly for a correct invoice, since we did not move forward w several items we had asked for quotes on. Finally received one, one business day after the work was done (I had already paid a hefty deposit) just to almost immediately receive an email reminder that the invoice was 4 days overdue!? When the work was "done" we came home to find the house a mess. Sanding dust? everywhere including stuck in wood floors and on furniture that had not been covered as promised. Multiple paint spots on our kitchen counters and wood floors, door frame, sink, dishwasher, tiny spots on the carpet and even tiny spots on our back deck!  Really takes the excitement out of new paint when you come home to a mess. I made the office aware of this via email and put in my email that I'd appreciate a phone call to discuss my dissatisfaction. I was able to clean up all of the paint myself from the counters and floors (after having a heart attack that there was paint on my white countertops and wood floors!!) and one of the painters did call and adl to come by to clean it off the kitchen sink and dishwasher. They couldn't get it off the door frame, however. Four days later and Im STILL finding paint spots and smears on my wood floors!! Phone call from the office never came. Email with corrected invoice mentioned a "system glitch" but no mention of my request for a phone call or apology for dissatisfaction. No mention that a painter would contact me to come out. No follow up to ensure it's been fixed to my satisfaction now. I am shocked to spend this kind of money with what I thought was a reputable company, and have this obvious lack of interest in customer satisfaction. The paint on walls and ceilings looks great. Carpentry on cabinets looks great. Paint on most cabinets looks good. Paint on my wood floors, trim, back door, smeared along floor by cabinets, carpet, hallway, appliances, back deck!? Unacceptable for the thousands of dollars spent on a 4 day job. This combined with lack of communication and lack of interest in my customer experience is unacceptable. Would not recommend this company.