ComplaintsforSuperior Fence & Rail, Inc.

• Initial Complaint

  11/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Job was installed July 13th 2023, 33% was put down on the $17,000 job. From the beginning with the sales rep (Jake C**) I repeatedly stressed this fencing (two yards) was for a dog boarding business. I made sure it was known it needed to be secure on the bottom as well as the gates. Within the first month (August 7th) dogs had gotten out under the fence from gaps and the front gate would not close. I contacted Doug M****** and he sent someone out the next week to put tension wire down and fix the gate. They left and the gate was still not fixed. I reached back out and they came back out to fix the gate. On September 12th the gates were not closing and able to be locked, again. I reached out to Doug (for the third time) and he sent someone back out to fix the gate. I mentioned I wanted different gates, as these were clearly not working for us. I offered to pay the difference. When someone came out the last time he said the gates were not installed correctly, the middle gate has a huge gap under it and should have never been placed there as well as needed PVC that he did not have at the time. I have had to put barriers so small dogs cannot get under the gate. Today (November 26th) I had a boarder (50lb) dog jump up on the gate and it completely swung open and the dog ran out. I do not know how many times I had stressed this beforehand and was assured these gates were sturdy and able to securely hold dogs in. At this point, I am tired of reaching out to the local Superior fence & rail as nothing seems to be fixed, only temporary fixes.

  Business response

  11/27/2023

  I am very sorry to hear about the situation that this customer is experiencing with their fence. Each Superior Fence and Rail is independently owned and operated. The names mentioned in the complaint isn't anyone that works in my office.  Based on the area code of the customer, it is possible the customer is in the Tennessee area. My office is located in Oviedo Florida. It is unfortunate when a complaint is submitted under the wrong location. This effects negatively on the business. Please redirect the issue to the proper office so it may be addressed by that location. 

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted the company to repair a fence at my home. Was given a quote from pictures and paid a deposit of $419.50. A week later received a letter in the mail wanting a signed letter guaranting payment for work. I never got a chance to sign the letter to mail back. Never received an update when the repair would be completed. A random Superior Fence person came to my house while I was at work requesting to repair the fence. I only spoke to the person because I could see them on my ring doorbell. No appointment or notification was given about the repair. I call the company and explained that I never received a notification and no appointment was ever set up. I told them that was very unprofessional and bad business, and I wanted a refund of my deposit. They stated I will get my refund back in a check of $69.50. The company was charging $350.00 travel fee for the worker coming to the house without setting up an appointment.

  Business response

  11/18/2022

  Business Response /* (1000, 5, 2022/10/24) */ Hi *******. I hope this message finds you well. This is Chris with Superior Fence and Rail of Oviedo. Each Superior Fence and Rail is independently owned and operated. Upon investigating your claim, it appears that you have logged a complaint under our office. We do not service the area for which you live. I called the Polk County office and they informed me that you have been dealing with the Superior Fence and Rail of Polk County. They may be reached at**************. I am forwarding your complaint to them. I would hope that you will redirect your complaint to the correct office so that the necessary folks may get involved and address your concerns. We take customer service extremely serious. It is unfortunate when a complaint is inadvertently logged to the wrong office. It impacts the choice of potential customers who may not select us for being misrepresented in a negative light. If you have any questions or concerns, or if I may be of further assistance, my office number is************** I hope you have a wonderful day.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  We waited several months for an appointment, finally in august a saleswoman came and quoted us two sections of fence and two gates. We immediately paid half and scheduled. They gave us a date for November. We started getting rude texts rom the saleswoman so we got the manager involved. She assured us the installation would be Nov 16, so we postponed our trip to be here because something was off with this company. Yesterday nobody was calling to confirm arrival so I called at the end of the day, Morgan the receptionist said installer would be here between 8.30 and 9.30 am. This morning at 7.20 am I got a voicemail from a guy who sounded drunk, who said he was leaving to do another job and to call him. Security of subdivision had him entering at 7 and leaving at 8 am. We called his number like 17 times and no answer. No response to texts. Called the Company and both Morgan and Terri were a joke. We forced them to have the manager contacted. Then we got an email from Cassie the manager saying the guy rang the bell and because of no answer he left, he can reschedule. First, she knew we postponed the trip to be here, EVEN WHEN THEY SAID THEY COULD INSTALL WITHOUT OWNER PRESENT. SO WHY DID HE LEAVE IF SUPPOSEDLY WE DID NOT ANSWER THE DOOR, WHICH HE NEVER RANG, FORTY MINUTES BEFORE SCHEDULED ARRIVAL? Second, we were by the door at supposed time of arrival. We asked numerous times for the owner, they will not let us talk to him. We waited so long for a service that they do not care to provide. We want a refund and a call from real owner.

  Business response

  01/05/2022

  Business Response /* (1000, 9, 2021/12/02) */ The installation was set and scheduled months in advance with the customers. We spoke with them in great detail before their installation date to tell them the requirements of what we need from them on day of installation, terms that are also reflected on their contract. I spoke with both heads of the house hold separately and told them both the pre-installation requirements -- To mark private utilities, to be present to walk the property with the installers, and to trim back any landscaping. All of these terms are covered in the terms and conditions of the contract, we would never start work on a property without speaking to an owner beforehand. Our installer arrived and the customer was called multiple times but with no response they left. These are terms J, L, and O. Verbally reinstated over every phone call made the week before installation and the week of. Consumer Response /* (3000, 11, 2021/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) This statement that comes after they ignored all our communications and even the BBB deadline, is COMPLETELY FALSE. First, because they did not know in august when they would install, we informed both the saleswoman and the manager that we had a trip we needed to do all November and December. They said no problem, and we took care of marking utilities and pool pipes when we were told, only when my husband called. This company does not contact you to tell you what they need and did not call to confirm arrival on the 16th. I had to call them at almost closing time on the 15 th and Morgan was surprised, which led us to believe they had overview the installation and it is quite possible that they sent somebody an hour and a half arrival time pero surprised Morgan just to justify they were bot working that day. We decided bot to travel that day because the company started to sound fishy in their dealings. When the supposed installer called 90 minutes before scheduled arrival, i called him back and he did not pick up, many times. He left subdivision thirty minutes before the scheduled arrival. If they had shown at 4 am should we have been at the door too? These people are just keeping our money and all those good reviews hide the bad reviews they have in quantity. We want our money back, manager said she was going to do numbers and send us a check, they never called us back and ignore emails because they are not acting honestly. We will take them to small claims and review them in every website we find besides word of mouth, they should not be allowed to operate with such a dishonest practices. Cameras in house and security guards will show what they did. Business Response /* (4000, 13, 2021/12/07) */ The customers refund is in process with the term of Termination of contract, as we can still come out to do the installation and we have the material and permit to do so. Consumer Response /* (4200, 15, 2021/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) After the refusal to answer our several emails, and the lack of veracity in their actions and words, I would not want them to come and install anything. We waited a long time for that job to be completed and the day of installation, they didn't. Now, after all this time not refunding the money and ignoring us, they want to come and finally do the work? We want our money back. We did all they asked us for, they did not. We still believe that they forgot about the job for Nov 16 and when we reminded them the day before, they came out with the idea of showing up 90 minutes before schedule, 7 am and claim we were not there. False. It was not a whole fence to install that needed them to " walk the property". It was the replacement of two existing panels and gate exactly where they are and an internal dog fence of two panels with gate, simple and not worth waiting from June 2021 to next year. Again, we told them since the beginning that we had a trip planned for Nov and December, and we finally stayed and waited for them because they had started acting fishy. If they do not send the check with the full refund, we will take them to small claims court. People should be more aware of this company's practices.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  $8k contract to build 7 ft cedar fence in Houston, TX, following survey. On both sides of the neighbors, the fence is either encroaching on their property or encroaching on our property. The survey has not been followed. All encroaching sections obviously have to be taken down and followed according to the June 2021 survey per legal requirements. The west fence is literally leaning towards the west side towards the neighbor's yard, it's crooked in several areas, and does not even remotely meet at the corners. The rot board at the corner is cut for some reason as well. It's legitimately not even a fence in some places. The top of the fence along the picket line is not straight. Multiple pieces of bad wood all over fence sections that crew attempted to hide based on the way they are placed. MULTIPLE split beams, split cedar pickets, and split and cracked support beams, as well as split and even cracked rot boards. The rot board is jaggedly cut in many areas and we don't understand why this was done because no one had our permission to install it this way. Very large gaps where they cut it jagged as well. Nails are not hammered in, or nails are hammered in a way that they have split the support boards. The front gate is very crooked, and the pickets don't meet up with the gate or with each other. The fence gate line is crooked along the top. The quality of the incision around the latch is not acceptable. The fence does not meet at any corner. None. Huge gaps. Crew CUT the **** cable for our neighbor's internet and didn't even bother to tell us. She had to tell us this today. This is unbelievably unprofessional conduct. But, it shouldn't have surprised us as the crew also didn't bother to tell us they'd broken one of the stones from the new hardscaping until confronted. Crew refused to fix issues for three days in a row as they increased in severity. Sent email with photos to franchise owner. We have dozens of photos. Too many to upload.

  Business response

  02/11/2022

  Business Response /* (1000, 16, 2022/02/11) */ Hello, This looks like this is referring to the Texas franchise.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩