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.
