Customer ReviewsforSuperior Fence & Rail of Lake County

Our fence installation was completed by ****** and *******. The subcontractors were great and communicated with us every step of the work that was needed to be done. Their workmanship was excellent and of great quality. We are very happy with the job that was done. *********************** worked closely with us and facilitated the scheduling of the fence way earlier than we had anticipated. She took care of the city permit and helped ** with the *** approval.We appreciate your help and professionalism Superior Fence & Rail of Lake County, ********, *******.

We are disappointed with our new fence from Superior Fence & Rail!!! The entire process from: quote, to contract, to installation was like pulling teeth. Debbie, the "Vice President of Sales," arrived early morning the 14th of September for the quote. She was polite, courteous and fast talking. I advised that my next door neighbor was interested as well and Debbie returned two (2) days later to quote his yard. We (my neighbor and I) decided we would the share the expense of the one (1) shared wall and sign the contracts. I signed on the 17th. I would pay cash (50% down, balance at completion) and he would finance (20% down + payments.) Because we didn't sign our contracts on the same day, I was charged the full price of the shared side, but Debbie advised me that when my neighbor signed, my contract would be amended and my final payment due would be reduced. She said that HOA approval takes approximately 45-60 days and the permit took about 30 days. This was in direct contrast to the reviews that said "installation (was completed) the very next week." Debbie advised they had all the materials in stock and the delay was not Superior but the 3rd parties. I offered to assist Superior Fence in any way to expedite matters (i.e. contact the ARC directly for HOA approval or run down to the permit office.) I even helped Debbie with daily follow-ups with my neighbor to ensure he was processing his financing application and could promptly sign his contract (21st.) I received my HOA approval letter within ten (10) days. I was thrilled, we could schedule the install for this week or next! WRONG. On October 8th, Debbie stopped responding to my texts regarding sending me my amended contract. She also wouldn't tell me who her boss was. Soni, a young woman in the office attempted to help me. Eventually Megan, "who is not the office manager but manages these types of issues" told me I had to ask my neighbor for money for his half of the fence. (WTF?!?! They charged me for the full side, charged him for half of the side, and then wanted him to pay me AGAIN for his half.) I became infuriated with the run around and bait and switch. I loudly reminded them that I paid 50% up front, in cash. He financed his yard and didn't have the extra cash to double pay for half of the shared wall- which he was also already making payments for, despite not having a fence. After four (4) written requests, I finally received the amended contract on October 13th, with the adjusted final payment but was advised that our "permit applications had not begun yet [...] there wasn't yet a locates request submittedto Florida-Digs to mark utilities, irrigation, etc. [...] and that there was now a materials shortage. Perhaps we could be installed in November or December." November 4, my neighbor called Superior for an update and was told fifteen (15) months due to a supplies shortage (which Debbie told us they had in stock at time of contract signing) as well as others being ahead of us in line. On November 5 my neighbor and I threatened to cancel our contracts by the end of the day if we were not scheduled before Thanksgiving. We each got a phone call scheduling us for today, November 15th. Today, my installer Charley and 2 others showed up. My neighbors' installer rescheduled due to truck issues. No preinspection. No locates. He just asked where my irrigation was. Aside from tons of profanity and racial slurs directed at the helper, the guys worked fast. I expressed some concerns along the way about the amount of dirt they were dumping in the yard while digging for posts. Long story short- my fence looks great but my yard is destroyed. They didn't use a wheelbarrow until it was too late. They used a metal rake to spread the extra dirt under the fence, perhaps compromising the grade, and throughout the sides of the fence completely covering and destroying the sod- thus making the yard un-useable. When I told Charley I was not happy that they created a ginormous mud pit, he instructed his helper to try to shovel some out. It looks HORRIBLE. I have many pictures. He said "it's the best they could do." (I wonder if they did this on purpose because I was ardent about scheduling and threatened to cancel when they started delaying?) I called the office at 2:30p. No answer. My husband went through the roof when he got home at 5p- there was no way we could let our children or dogs play in the backyard. I texted pictures to Debbie. She texted back "Sorry you are upset. I will forward this information to my team." I told her I wanted it fixed tomorrow when they supposedly are installing my neighbors' fence or new sod (and grading.) She replied "Sorry you are upset. I will forward this information to my team." I commented it was sad that she had a pre-programmed "Sorry" message. My neighbor is already talking about getting a lawyer because we were a package deal. Let's see what they do to remedy this disgusting experience. I ABSOLUTELY WILL NOT RECOMMEND THEM!

I went into contract with Superior Fence & Rail, Leesburg location, on June 2nd. My sales rep, Debbie, told me to expect 6-8 weeks for install. Somewhere around 9-11 weeks, my patience was running thin. I began to call weekly because they did not keep me up to date. When I called, I was polite and just wanted to be the squeaky wheel. One of those calls my patience was thin. I asked for the owner's information, and they refused. I made a fuss and they put me on "hold". I could hear everything they were saying in the background. They were listening to music, singing, laughing, and had children in the background. Very unprofessional. Once they were back on the phone, they still had nothing for me. No time, no contact information, nothing. 15 weeks later, still no fence. I called again and they did agree to waive the 25% fee, but I really wanted my fence. If there was a shortage, I didn't want to go to another company and have the same problem and start off on week 1. I was just tired of not having answers and having to be the one to always reach out to them. 15 Weeks gone by - September 20th - For the first time they (Trina) reached out to me to tell me there is a nationwide shortage and that I was pulled forward to their "priority scheduling list". I was confused by the email; I was unaware there was a "priority list". I replied asking if I was in fact being placed on a priority list or if I was in queue according to the date of purchase. I also asked, where I was amongst the list, and when my materials were specifically ordered. As suspected, she replied saying it was based on date. She was trying to make me feel like they were doing me a favor. Also, she failed to acknowledge my other two questions. I again replied saying "Thank you for your response. However, that did not answer all of my questions in the prior email. Can you tell me where I am amongst this list? The installs that are happening now, when did they order? Trying to gauge what I'm looking at to determine if I need to cancel. Also, when were my materials specifically ordered by Superior?" My email was ignored and never answered. Rude. 18 weeks in - October 8th I called for another follow up. They surprisingly said my fence would be scheduled next week and that someone will call me with the details. 19 weeks - October 13th I had not heard from anyone so again I reached out to Trina. I asked for the details again and also requested a standard waiver & lien release. Trina replied notifying me that the crew would be there at 10am. Again, ignoring two of my questions & concerns. I asked, again in a follow up email and she explained there would be one provided upon final payment. I asked her if I needed to send her a copy of the check so that she may prepare the affidavit. AGAIN my email was ignored. October 14th Crew showed up to install my fence and do the walk through. Not one of them spoke English so that was difficult. I asked if he had the lien release for me and he didn't understand what I was asking. I called the office and they said I could pay on Friday since Trina failed execute the document I asked for and was out of the office. I continued to explain to the installers where the fence was to go, and we went over where each of my sprinkler heads were. I thought we were on the same page, we were not. My fence was finally installed however there was 60' of my fence missing along one side! I explained to the installer that I needed a full fence and the reason I showed him where the sprinkler was, was because there was supposed to be a fence there. He said it was out of his hands. I realized Debbie did not quote me what I asked for. I had several quotes so I could understand where the confusion would come. The drawing on the quote was wrong, but also confusing since she had a solid line showing a "new" fence, but her slash marks showing "existing" fence were drawn partially above. The paper she provided for my HOA correctly showed highlighted exactly where my fence would go. I thought we were on the same page. We were not. I believe this error fell on us both. I called the office immediately to rectify the situation. They told me I only paid for 184' of fence and I'd have to pay for the remaining fence PLUS a change order fee! They were not owning up to any of it being partially their mistake even though I admitted partial fault on my end too. They told me I'd have to get a quote from Debbie so that I can confirm and get the crew back out to my house. I messaged Debbie and she said she would have the quote to me that day. Debbie could not get the quote to me fast enough, and by the time the office called the crew, they already left and were an hour away. October 15th - I never received that quote from Debbie. Again, Superior dropped the ball. I reached out to her again via text that morning without a reply. By lunch I still had not heard from her, so I called and left a message. That afternoon around 4:00 I text her again. She was clearly ignoring me. Do not tell your customers you are going to do something, and then not do it. I had cash ready in hand, ready to pay and she was delaying the completion of my fence. I emailed Trina again asking if anyone else could provide me with the quote so that we could get the crew scheduled back out there. AGAIN, NO REPLY. I called the office and one of the ladies was nice enough to write it out and emailed it to me within a couple minutes. I don't understand why something so easy took so long. I signed and immediately sent back to them. The crew was scheduled to come back out to my house Monday. October 18th - 8:14am I emailed Trina AGAIN to make sure the lien release would be there with the crew when they arrived. I explained in the email that I had two checks to give them since there was a change order and asked her again if she wanted me to provide copies of those checks, in order to execute the waiver. NO REPLY. 10:30am - I went home for a 15 minute break from work and to my surprise the crew was on site completing the fence. I only had less than 10 minutes to get back to work so we quickly discussed what he was doing. I asked if they gave him the paper. He said, oh yes, and ran to his truck. I ran inside my house to get the checks that were already written. He came back out from his truck with postcards and no waiver!!!!! Again, all very difficult to communicate because the gentleman did not speak English and told me he had no idea what I was saying. He was a very nice gentleman and did excellent work, but something needs to be done about the language barrier. Superior should have at least one crew member on site that can communicate with customers. Frustrated and rushed to get back to work. I just gave him the two payments without the waiver. Later that afternoon Trina messaged me thanking me for the payment and saying the waiver was sent to the courthouse (this is important because I found out later, she lied and sent nothing to the courthouse). It was at this point, I realized she had no idea what I was talking about either! I told her I was confused why she would send it to the courthouse and that didn't make sense! All I was asking for was a Final Waiver / Contractor's affidavit showing satisfactory payments have been made. I created my own form and emailed it to her to sign since she obviously wasn't getting it. She replied talking about something else completely irrelevant to what I was saying. I was so frustrated I didn't reply. October 19th - I replied explaining to her we were not on the same page and all I needed was the affidavit I sent to her to be completed! I copied and pasted the Florida Statute showing that the contractor is responsible for providing a final payment affidavit to the homeowner. 10:40am - I then called the office to see if I could speak to her instead. Again, she wasn't available. I explained the issue and she explained to me that the lien release was on the desk already completed, that she called the clerk of court and asked that it be expedited. I asked to speak to whoever Trina's boss was, and they refused to give me that information. I asked about 5 times for them to give me the information and they consistently refused! I threatened to stop the payment if they could not put me in contact with someone that could help. They then said they would take my information and pass it along to the owner. I never received a call from the owner as requested. I doubt they even told him. 11:30 - I emailed Trina again that afternoon explaining how shocked I was that the company is not familiar with standard practices in the construction industry and that the office staff was rude. I expressed my frustration that I had been nicely asking for a week for a simple paper to be signed and no one knew what to do, and the one person that is supposed to handle it, is seldomly in the office. Although interesting enough, she doesn't understand what it is either. I also requested for the document they sent to the court. If they weren't going to sign the affidavit I provided, then I wanted something for my records. Around 1:30 (3 hours after I threatened to stop payment) the office called to tell me that when they took my check to the bank it couldn't be cashed because I wrote it wrong. They couldn't tell me what I wrote wrong, but they were needing me to resubmit the payment. At this point, since I didn't have an explanation of what was wrong with the first check, I was not comfortable paying by phone, or writing another check without first putting a stop payment on the other check. 2:22pm I receive an email from the office contacting me in regards to my check that was written incorrectly. They included a copy of my check and I could now see what I did wrong and that it was in fact, unable to be cashed. This error was completely my fault that I did not notice or mean to do. Ironically, she also sent me a copy of their "Terms & Conditions" which state "After paying on any completed phase of installation... you should request from installation professional a signed, unconditional release form, or waiver of, any right to place any claim against your property applicable to the work then completed." October 20th, approx. 2pm - Trina replies to my email saying the only legal way to release the lien is to have it registered with the court. Again, not really taking the time to understand what I had been trying to explain and ignoring my other concerns about her rude staff and my request for the document SHE SAID she sent to the court. 15 minutes later I received another email saying my release was rejected because I had written the check incorrectly. She also threatened to come onto my property and take the fence back. RUDE. 2:20pm - I replied to the office email from yesterday and included Trina to apologize for the incorrectly written check. I also thanked her for the T&C because it was EXACTLY what I had been asking for IN THEIR OWN WORDS they're telling customers to ask, but they don't even know what it is. I told them AGAIN that this is a document that comes to me, not the court and it covers me as the homeowner. Again explained it is standard practice in the construction industry. I said please let me know when the waiver is ready and I will be by personally to pay and pick it up. 4:16 - Trina replies again with her argument that it can only be done through the courts, and I will have to wait for my check to clear and wait for the courts to do their part. She really does not listen. I asked nicely. I provided resources and links of the Florida Statutes. I pointed out that it says it on their own terms & conditions. I was fed up and I took the day to contemplate my next action. October 21st I reached out to other local Superior Fence & Rail locations and asked their process. They did inform me that "We usually don't provide lien waivers, but we can definitely make one for you upon request" They even sent me a smiley face with it. I was happy to hear they were so accommodating, and it proved that what I was asking for was not difficult. I also reached out to an attorney. October 22nd 10:22am - I emailed Trina and the office letting them know I had reached out and consulted with local attorney, to confirm what I believed to be true and have been trying to explain to Superior Fence & Rail of Leesburg. He indeed confirmed and advised me that under Florida law, a contractor's final payment affidavit must be provided to the homeowner before any liens can be filed against me. He also confirmed this is "customary industry practice and conforms to the construction lien law." He also advised that I withhold the final payment until the affidavit is presented to me. I again asked them to please complete the attached affidavit that I've requested numerous times and have kindly prepared for you, in exchange for my final payment. 1:33pm - Trina finally agreed to complete the final affidavit!!!!!!!!! That Monday, October 25th, I took time off work (more money out of my pocket because of Superior Fence's [Trina's] negligence) to go to their office to give final payment and they handed me the affidavit. EASY!!!! It's all she had to do from the beginning. Ultimately, I found Superior Fence & Rail of Leesburg extremely unprofessional, blatant liars, ignorant in their field of work, and very rude. I am posting this review in as many places I can find in order to help anyone in my position choose to go with another company. Also because customers who review them online will receive an additional 2 year extended labor warranty if I email them this review.

i have had nothing but issues with these people. I had to call several times just to get answers, and I had to speak with the General Manger who was very very disrespectful very poor customer service. Now I'm having trouble just trying to get some updates on why / how come the truck is being delayed. They are ignoring me, and beginning to ignore me calling by not answering the phone. I had to use my roommates phone just to get them to pick. Im a all cash customer and being treated horribly. Today 09/22/21 I called to do a follow up on the truck that they told me was to be arriving this is where i had to use my roommates phone they seem to keep on making excuses on why my 86ft of fence is not there yet. I will not use these people for the 3rd part of my fence project nor will I refer them. After they complete the 2nd phase of my fence which is the 86ft I will hire someone else to do the 3rd part....