ComplaintsforSuperior Fence & Rail of NE GA

• Initial Complaint

  01/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have contracted them to build a fence in my backyard. What they did, I saw my fence is crooked and have been sending them emails for them to come and see my fence for about 2 months now and they promise they will come but nothing. I have been begging them to come to my home in order to correct my fence and they keep saying that next week we will be there but no one has come or has resolved my situation. I really feel like you sold the fence to me and now I am just a little thing with no importance for the company. I have been waiting and waiting, and no courtesy or consideration on my behalf.

  

  Business response

  01/10/2024

  In reference to fence built at *********************************************************** for ************************************, **************  This was installed as sold and represented in the contract.  A representative from our company has been to the property to ***** the fence and the concerns.  I can confirm the fence is well built, straight and exceeds standards.  The terrain at this residence is not flat and therefore the fence is not level at the top as it follows the ground.  As stated on page 2 section M of the contract of which was signed by ************************************, Aluney Elferr, Fence to Follow Ground.   Also have attached copy of contract.  Mr. ************************************,has been contacted via e mail and phone.  Last message was left on 1/9/24.  It was explained that the fence was installed properly and according to agreement.  We would be willing to adjust the fence to be level or straight as stated by Mr. ************************************, but there will be a cost.  This process will require take down of existing portions and re installed with new taller material.  I have attached pictures for Reference.

  Customer response

  01/10/2024

   
  Complaint: 21094640
  
  I am rejecting this response because:
  
  Sincerely,

  I just think that when the company goes to someone home they should be clear on how the fence is will look like. **** came to my home, but no one never told me that the fence would be crooked, so it should be nice that this information could be provided when you guys come to see my yard. 
  
  
  **************************************************

  

  Business response

  01/18/2024

  In response to the rejection of the response, I want to add that the fence is straight.  The fence was constructed from all end post and corner post to the next without deviation or variation of a direct line.  Pictures were attached in first response.  If in referring to straight you are referencing the top being level, It clearly states in the contract that was signed, the fence will follow the contour of the ground.  Additionally on page 1 of the contract, that was initialed by **************************************************, there is a diagram, and on the right upper corner, it is noted that the "last 7 feet on both sides is uphill." on the bottom of the diagram it references the fence as 6'H Stockade.  There is nothing noted that anything other than that was to be built.  I have attached another copy of the contract and highlighted the notes on Diagram and initials on bottom of page.  I also want to add that prior to installation, the install crew walked the fence line to be constructed and identified the exact location the fence was to be installed. If there were concerns on the agreed upon construction, this is where it should have been addressed. Therefore I state that the fence was built as agreed, discussed and presented in the signed contract.

   The fence is well built and exceeds industry standards.  

  Customer response

  01/19/2024

   
  Complaint: 21094640
  
  I am rejecting this response because:
  
  Sincerely,
  
  **************************************************

   

  i disagree, I was never informed that the fence would be crooked on my backyard, never. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I decided on using this company based on the sales person telling me they have an excellent after care policy if any problems arrive. I have made a repair request due to poor installation but keep on getting a request to be patient they are behind . I have exercised a lot of patience and understanding, but after a month of waiting nobody seems to prioritize my initial install issues. This company was a higher quote than most but I chose them because I thought they would provide a more quality of service. As for my experience the name is not matching up with the service rendered. My privacy was installed in July 2023 with several pieces of wood damaged and my double gate installed incorrectly. I have to use force to open the gate to my fence

  

  Business response

  10/09/2023

  After initial install, customer reached out with an email over the weekend when the office was closed and advised of his concerns of a gate hard to close and in his words, bad pickets.  A response was returned Monday morning stating we would reach out to him and schedule a time to address his concerns.  Before our weekly meeting to set dates and times, he came into the office and again expressed his concerns.  We spoke with him and told him it would take about 3 weeks to rebuild his gate and schedule for install.  His gate was replaced with a functional gate and the pickets he had concern with were replaced during the week of October 1.

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