ComplaintsforSuperior Fence and Rail Pasco County

• Initial Complaint

  05/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Tuesday, May 7, 2024 Superior ***************************** (*****************, Florida; ************ or ************) entered into a contract to install a 4 foot (H) x 24 linear feet (W) vinyl fence with gate. The consideration for this fence installation was an agreed upon $920. (Sales rep. **** texted, "I spoke with my boss, can you do $920?") Since the signing of this agreement, Superior ***************************** has failed to perform or even schedule the project, as outlined in the contractual agreement. Superior Fence has failed to respond to inquiries. Homeowner / customer is now forced to re-open the review and selection process to find a more reputable fence company to complete this small project. Homeowner / customer is seeking liquidated damages for breach of contract.

  Business response

  05/16/2024

  The Client signed on 05/07/2024 and the agreement was for $920
  The office called ************ and left a message requesting payment of the 50%, initial deposit required, in the signed contract, but he did not answer the call or return it.
  The contract states that installation is between 4 to 8 weeks because we have others that have already been scheduled and we cannot place ************ before them for installation.
  There is no breach of contract by Superior Fence & Rail of Pasco.

  Customer response

  05/17/2024

   
  Complaint: 21704429
  
  I am rejecting this response because:  The response by Superior Fence & Rail of New Port ****** is misleading.  For instance, after agreeing to the contractual price of $920 for a small fence project (about 4-5 hours of work) on May 7, 2024, I called Superior Fence the next day to arrange for the initial deposit and schedule the fence installation.  Also on May 8, 2024, I further responded to the Superior Fence sales rep. ****** via text stating, "No rush on the install.  May 20 or 21 are perfect for us."  This gave Superior Fence about two weeks to schedule and complete our small fence project.  Furthermore, the next day, I also spoke with the Superior Fence office manager (?) ***** to make the initial deposit and schedule the installation.  ***** placed me on hold for several minutes.  She then returned to the call and stated she would call me back the next day.  Of course, ***** never called me back the next day to consummate this transaction.  However, several days later, I did receive a voice message from ***** at 3:25 PM on May 14, 2024 asking me to give her a call.  Please note this voice message from ***** was made only after the Better Business Bureau initiated this complaint against Superior Fence and Rail.  In addition, Superior Fence's business practice of accepting customer deposits without providing a clear installation schedule seems to be aligned with other customer complaints I have received.  In fact, no one from Superior Fence ever suggested this small fence project would be delayed 4-6 weeks due to other customer commitments, as they may have informed the Better Business Bureau in their reply to this complaint.  

  Sincerely, 

  ***********************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  started with *** in august signed contract in sept paid deposit in sept ******* was given start date for install 11-8-23 called *** from ** confirmed start date. me and wife flew to **. round trip tickets had to board dog in kennel for 2weeks dogis a german ******* can not fly to big and we had to rent a car. plane tickets were250 kennel was 500and rental car 130 totals ****** thanks for your help.

  Business response

  11/28/2023

  Upon recieving the customers request for modification to the original plans, our representitive made multiple attempts to reach the customer both by phone and text as well as leaving many voicemails, starting September 20th. Unfortunately, we were unable to establish contact to confirm the change. In an effort to proceed cautiosly and ensure accurate execution, we adjusted the installation date until we could verify the atlerations by the customer (2 days). Subsequently, when the customer reached out they wanted to cancel the installation and the interatction became confrontational and posed a safety concern for our team. Prioritizing the well-being of our staff, we made the decision to refund the customers deposit and cancel the contract, 

  Customer response

  12/01/2023

   
  Complaint: 20842565
  
  I am rejecting this response because:

  This info from superior fence is a total lie there was no change order  an we called from ** 2days before  plane flight we were told every thing was ready to go we boarded dog for 2 weeks 500 plane tickets round trip 250 rental car 880 dollars total they called night before install we were out side working with landscaper till dark we called office on install date and was told they had a problem I started yelling how much we spent to come down to **. I asked more than 3 times when are you going to be here he would not answer and said f*** your contract. We had started talking to this *** in august signed contract beginning in September called 2 days before leaving This *** is a joke and need to reimburse us for their unprofessional work performance.
  
  Sincerely,
  
  ***********************

  Business response

  12/01/2023

  The reason for the change in the customers order was because the plans on file was for a 6ft fence that transitioned to 4ft of picket fence the last 15ft due to water regulations however the customers wife wanted the fence to go from 6ft privacy to 4ft privacy and then the last 15ft of the line be picketed. We did not have this on the drawing plan and needed to contact the customer to confirm when the 6ft of ********************** would transition to 4ft of privacy before continuing to the last 15ft of pciketed fence. We have on record the times and voicemails left by the rep and the office from September 30th forward. It was one question that needed to be answered and the job would have commenced. Due to the lack of communication from the customer and the unwillingness to reschedule our hands were tied, furthermore the blantant threatening and hostility by the customer posed a safety concern we were not comfortable dealing with. The customer proceeded to explain that if we had to reschedule the job then he wanted his deposit back and the contract cancelled which we obliged the same day. The customer then recieved their deposit back and the job was then canceled. There are multiple witnesses and the recordings of this customer and the hostility he posed to the company. There are records which show the multiple attempts to contact the customer in regards to the changes that needed verification before starting the project. At this time Superior Fence and Rail is not responable for personal expenses by this contact for their obligation as a customer. We were more than willing to schedule the job for 2 days later however this was not what the customer wanted. ********************************************* and Rail provided a resolution to the customer and did not deny the customer until the safety of our employees became apparent.  

  Customer response

  12/04/2023

   
  Complaint: 20842565
  
  I am rejecting this response because: every thing this *** says is a total lie we  **municated about transsitions when *** was **ntracted  pasco *** has **des for fences which clearly state what you can and can not do when we called 2 days before getting on plane they never said any thing about problems. in reguards to the day they did not show up when we called they never offered to install fence in 2 days infact the supervisor *********; was asked more than 3 times when are you getting here  and he would not answer we did not have a problem with employees just office personel we also have re**rds with dates and time and a **ntract to which supervisor **** said f*** your **ntract i believe that spending 880 dollars on plane fare car rental and dog boarding and being told to **me down and not being told of problems this ** owes are expenses thanks for your help small claims **urt is next if you can not resolve.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fence was installed over my property line. I found out from my neighbor. Almost 2 months and nothing resolved / corrected. 08/27/21: I contacted the company via email to let them know I needed the fence moved asap. Sent copy of the survey they had which they marked up with measurements for fence, gate etc. Clearly my side property line is 7'3" from home. They marked up 5'6" for gate. When I recently found out from neighbor, I measured and the fence was installed 8'3" from my home. 08/31/21: Email received and stated that everything was sent to the manager for review (manger Jose and few others were cc'd on email). 09/07/21: Email received states there has been no response from manager (again manager Jose and few other were cc'd) . 09/10/21: I sent email requesting status..no response from anyone. 09/17/21: Sent another email requesting status. 09/20/21: Email received that fence was scheduled for 10/15/21 to be moved, someone would come measure prior and at a cost of $375 to me ?!?!? I responded to everyone asking them to explain why I would be responsible not my error. No response. 10/15/21: Day scheduled to have fence moved (by the way no one ever came to measure prior). No show, no call..nothing. I sent another email to everyone and explained that if this isn't taken care of by the 20th it would be further escalated. That evening someone called (not anyone involved on previous correspondence) to let me know they rescheduled me for 10/22/21 and mentioned there were notes that referenced the cost to me of $375. I asked her to let everyone know that is not a cost that I am responsible for. 10/22/21: Day of re-schedule. I called the office to confirm someone was still coming as I had no faith in their word. I was told there was nothing on the schedule for 10/22/21 for me and that I'm now scheduled for 10/26/21. No one was decent enough to contact me! Sent ANOTHER email to everyone with a recap and requested they confirm that I will not be responsible for their m

  Business response

  01/04/2022

  Consumer Response /* (3000, 6, 2021/10/25) */ 10/25/21: Maria called to inform me I've been rescheduled again for the 4th time, due to rain. I explained I keep getting blown off that they should've rescheduled other jobs. Business Response /* (1000, 16, 2021/12/10) */ Business response taken verbally by BBB: We have already taken care of this issue before the complaint was filed. The fence is on the correct side of the property line.

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