ComplaintsforSuperior Fence & Rail of Lake County
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Complaint Details
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Initial Complaint
03/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I requested a free estimate to enclose my backyard and Debbie K****, VP of Sales, walked with me on my property on 1/7. I explained that the reason for the fence was to enclose my backyard for my dog. She suggested another option that would enclose my son's bedroom window as well. I said I would like to see both options. She came back with two quotes. 1- $3188 - 86 feet and 2- $4178 - 116 feet. I decided on option 1 and paid deposit. Installation day, the installer quickly said, do you realize there is a gap in the fence? I said no and that I requested and thought I paid for an enclosed fence. I spoke with the office, and they were very rude and short with me and said I signed the contract. I did not feel I had an option and felt that surely the company would see the error and make it right. The fence was installed with an 8ft gap next to a gate that would never need to be opened as you can walk around it. I paid the remaining balance as I agreed to do. I called again asking for a resolution for the 8ft. They continue to tell me that they can complete for an additional $700. I do not feel that this a reasonable resolution for their error on the quote. I would have never agreed to a fence that did not enclose my backyard, no reasonable person would. I have had to initiate every call to try to resolve this, including an assistant coming out to see in person the gap by the gate and still she did not call back within a week with a resolution. I have asked to speak to the Owner and/or GM and they said they do not know who the Owner is. I have attached documents and can supply a date-by-date interaction of me trying to get a reasonable resolution but always received the run around. I do not believe I should pay $700 more for 8ft when if I would have chosen her second option, I would have received 42 more feet for $1000. I am hoping for a reasonable resolution. I am disappointed that they have not stood by their customer service satisfaction guarantee.Business response
04/22/2022
Business Response /* (1000, 5, 2022/03/29) */ I believe this matter is now closed to the customer's satisfaction. Incidentally, my general manager that was not taking care of the my customers to my satisfaction, has been dismissed. Consumer Response /* (3000, 7, 2022/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) On 3/21/22 a fence technician came to my house and installed a panel to enclose the gap in my fence at no charge. I am very happy to have this completed however, there is no permit posted on the property, nor a final inspection scheduled or completed. I waited this week to respond in hopes that this was being worked on and all would be finalized. As of today, 4/2/22, there is no permit posted on my fence and to the best of my knowledge no final inspection has been scheduled. I would appreciate this to be closed out and final inspection completed and permit closed. Business Response /* (4000, 9, 2022/04/06) */ from my office manager: "We are going to get the permit hung and the inspection scheduled for her. She should be done before the end of the week." Consumer Response /* (2000, 11, 2022/04/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) The final inspection was completed on 4/7/22.Initial Complaint
01/11/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Signed a contract and gave a 50% deposit in July for an aluminum fence. They did not 'order' the fence until almost Oct. It is now the middle of January and we still have no fence. We were told that we could have half of our deposit back but no justification as to why only half when the fence isn't here. Either install the fence or refund the full deposit.Business response
02/09/2022
Business Response /* (1000, 5, 2022/01/17) */ Hello, - Customer tried a number of times to get us to install their fence without a permit, however a permit is required and the customer was notified on each occasion - We did not have the customer's HOA approval for months as the customer refused to send in the paperwork and insisted it wasn't needed - customer also delayed giving us a signed NOC (this was supplied 9/24) - we need the HOA, NOC and permit to be able to order the material and these delays were customer related (we cannot order special order items without HOA approval because if the architectural board rejects the fence style, then we would be left holding the material); as per the terms and conditions on the customer's contract, cancellation of this sale would forfeit the entire 50% deposit - additional delays were because all vendors are behind due to COVID; however, this customer's material is now in stock on premises, so we can installInitial Complaint
11/08/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I paid Superior Fence $780.00 for a permanent fence. This was half the cost of the small fence. I was then told by my HOA that fences are not permitted in The Villages. I have requested a refund many times. Sadly this company has not refunded by $780.00. They cashed my check months ago.Business response
12/14/2021
Business Response /* (1000, 8, 2021/11/25) */ The customer was refunded $770 ($780 mentioned by the customer was not the correct amount). The check was presented and paid on Nov 15.Initial Complaint
09/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order for a fence on April 19th. Shortly after I placed my order, Superior (this company) installed a fence for my next door neighbor forcing me to revise my original plan. This happened in early May. This should not have caused delays because theoretically they should know what fences they are installing in the neighborhood. Also, the change in design requires less material. It is now September and I am still waiting on them to install my fence despite putting down a deposit. I keep being told that they are waiting on materials, but when I search reviews from this company, I see that others who ordered around the same time as me had their fences installed months ago. (See ****** reviews.)Business response
10/20/2021
Business Response /* (1000, 8, 2021/09/27) */ The information I have is that Mr *****s fence was installed September 14.
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.