by Sami McVay of Moraga , CA on 10/21/2021
We did a lot of research prior committing to purchase our 19x19 open gable pavilion. Customer service, design review and all steps leading up to the purchase were managed very well.
We had originally paid for a 20x20, and request the change to 19x19 a month before our ship date and this was accommodated. The delivery was also handled very well. We are just about finished with getting the structure up.
It has take our contractor 2 weeks to get it up. I want to highlight some areas that have been an issue for us.1. Quality- For the price paid, the quality is just ok.
If you are expecting a polished look, then you will have to go the extra mile to patch up holes and nail heads that show through, among other touches, including perhaps even adding additional support (see below)2.
Incomplete assembly instructions- Our contractor was puzzled by the fact that for the 19x19 pavilion, there were no instructions for critical support (rafter ties and collar ties).
We got on the phone with our Project Manager Suzanne and she was excellent in getting us the information we needed right away. It turns out that this critical piece was not part of the instruction manual.
We had to purchase the rafter ties separately (see point below), and the instruction that emailed to us after we phoned Suzanne incorrectly called them collar ties! 3.
And we still have some ways to go before this product looks polished. I remain optimistic about getting the benefits of this pavilion long term.Sami M.
San Francisco Bay Area
