ComplaintsforSuperior Fence & Rail

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 02/2023 Amount: $6,652.00 Our local Raleigh/Apex Superior franchise installed our fence in February of 2023. We sealed our fence in April of 2023. Since then our fence has come apart in many locations where the 6x6 posts connect with the fence panels. We have sent pictures and requested Superior honor their warranty, however they are claiming it is wood warping that is causing it and sending us to their wood supplier. There are clear quality of build issues in the photographs, displaying shallowly hammered nails that are protruding through the wood. Furthermore, the wood supplier is their vendor not mine. I purchased the fence through Superior and if they feel the issue is with the wood they purchased from their vendor, they should file any necessary warranty related issues with their supplier. It is not the responsibility of the customer to report issues to Superior's vendors. We have asked Superior to send someone from management out and have received absolutely no response, even after also reporting the issue to their corporate franchising office. When calling their office and speaking to ****** I was told the owner has been too busy to reach out to customers. When I asked for the owners contact information, I was told that she is not allowed to give that out. We purchased from Superior based on comfort of knowing we were getting a superior product and that they would stand behind their work and warranty. They have not done either. I am seeking my failing fence installation to be corrected at Superior or the Superior franchises time and expense.

  Business response

  02/28/2024

  The customer called in regarding a material warranty claim. All material warranty claims go through the manufacturer. The craftsmanship warranty and the material warranty are two separate warranties.
  
  Unfortunately, warping, twisting, bending, bowing, wicking, expanding and contraction are all properties of wood as a natural resource and are not covered under the craftsmanship warranty. Furthermore, staining the fence is a requirement to maintain wood as a natural resource and the customer failed to do this to protect their fence. We offered to help the customer with their material warranty claim, and they denied assistance. (See attached wood warranty documents the customer received in their contract outlining the difference).

  Furthermore, SFR even offered to perform the work free of charge if their claim was approved by the material warranty. We will continue to back this offer in the future, should the customer wish to go through the proper and appropriate channels. 

  Customer response

  02/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  1. We did seal the wood per recommendation.

  2. The pictures clearly show poor craftsmanship. Shallow nails easily pulled away from fence. When providing a professional service, you should know this poor placement of nails would cause this with normal wood aging/shrinkage. Superior replaced portions of my neighbor's fence for the same issue, but is denying it to me. 

  3. Again, we did seal the fence per recommendation, so the argument that we didn't goes out the window. Even if we didn't seal it and this issue was caused by that, we were not made aware of the material warranty policy until after the build. That was kept back pocket by your salesman. We were not even provided warranty docs for several weeks until the build was completed. I, the customer, should not have to chase down your vendor for warranty. That is unethical. Much like me having to go through BBB to get any sort of response from who I can only assume was the owner, which we were told can't be bothered by his customers. 

  4. I am still looking for Superior to replace the wood at their time and cost. If the owner's time ever frees up, he can call me directly at *************

  
  Sincerely,
  
  ******* *****

  Business response

  02/29/2024

  Thank you for your response. Our manufacturer stands behind the material warranty and we have provided all information to make a claim to the appropriate parties. Please find the below details directly from the contract signed:

  Q) LIMITED WARRANTY. ......SUPERIOR’S
  WORKMANSHIP WARRANTY IS ONLY
  RELATED TO FAULTY WORKMANSHIP AND
  DOES NOT COVER PRODUCT DEFECTS OR
  DAMAGE CAUSED BY ACTS OF GOD,
  INSTALLATION OR REPAIRS MADE BY
  OTHERS, ABUSE, MISUSE, NEGLECT, OR
  NORMAL WEAR AND TEAR. MERCHANDISE
  AND MATERIALS ARE COVERED
  EXCLUSIVELY BY THE MANUFACTURER'S
  WARRANTY, IF ANY. THIS LIMITED
  WARRANTY GIVES CUSTOMER SPECIFIC
  LEGAL RIGHTS AND CUSTOMER MAY ALSO
  HAVE OTHER RIGHTS THAT MAY VARY FROM
  STATE TO STATE. CUSTOMER
  ACKNOWLEDGES THAT WOOD FENCES
  HAVE A TENDENCY TO SHRINK, WARP,
  CRACK, AND CHIP AND THAT THESE
  FEATURES OF WOOD ARE NORMAL AND
  ACCEPTED OCCURRENCES AND ARE NOT
  WARRANTED.

   

  This proves the customer was advised of product warranty at the time of signing the contract.

  Customer response

  03/01/2024

  
  Complaint: ********
  
  I am rejecting this response because this issue, as clearly visible in the pictures I provided, is caused by **Faulty Workmanship.** Superior stated in their own verbiage they provided below, faulty workmanship is covered by Superior. Again, if the owner would like to actually be professional and accountable and reach out to me directly, I'm always available and they have my number. I work from home so I'm always here if they'd like to drop by and take a look.
  

  Q) LIMITED WARRANTY. ......SUPERIOR’S
  WORKMANSHIP WARRANTY IS ONLY
  RELATED TO FAULTY WORKMANSHIP
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  07/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we originally got a quote for a fence, the salesman who came out told us to add dirt to the back corner of our yard in order to step our fence down. We paid to have this done. The day of fence installation, the crew told us they could not put in a fence with that dirt in the way. Another salesman, ****, came out and told us we would have to remove the dirt that we brought in. The salesperson we worked with no longer works at the company. We explained that we never would have had the dirt there if they had not asked us to - we had already paid to grade our lawn and remove all of the dirt earlier in the year. We would never have added dirt to an already cleared area if we were not told to. We asked to speak the owner and were told he was too busy as he runs 4 locations. We asked for compensation to have the dirt removed (just our cost - $600) and were refused. I am seeking a $600 compensation for the expense we occurred to remove the dirt again. I feel this is very fair, as we already had to pay to have the dirt added after being told to do so by Superior Fence and ****** sales manager.

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had Superior Fence and Rail install a very expensive Vinyl fence last year. Part of our fence fell over because the rails bent like straws and had no support or structural integrity in the long straight line of the fence. It was our understanding during our consultation that there would be support in the vinyl posts but we are now being told by the company that they only put supports in the posts around the gate and that if we want them to fix our fence we have to speak to a sales representative and pay even more money. We spent $11,620 on this fence and barely a year later now have part of it laying on the ground. They are trying to say it is an “act of God” to get out of honoring their warranty. Almost $12,000 spent on this fence and barely a year later they want more money to rectify their neglectful work. The posts bent like straws. Many of our neighbors have similar vinyl fences and they are not laying on the ground like ours is.

  Business response

  06/29/2022

  Due to a recent storm the customer reached out to us for a fence repair after their vinly fence was damaged. The limited warranty does not cover damage to to and "Act of God". (See contract stipulations below):

  7. WARRANTY AND LIMITATION ON WARRANTIES: (a) Warranty: Unless otherwise stated in
  the Agreement, **** ***** warrants for 1 year from the completion date that all Services shall
  (i) be performed with good workmanship and (ii) conform to the requirements of the Agreement.
  During the warranty period and within a reasonable time after receiving notice from You of a warranty
  claim, **** ***** may, at its sole option (i) correct or replace each Defect, or (ii) remove each
  Defect and refund the full purchase price thereof to You; provided, however, that all warranties are
  voided if (1) anyone other than **** ***** or Service Provider performs work upon or otherwise
  modifies any materials or Services provided under this Agreement, or (2) You fail to pay **** *****
  as provided in this Agreement. (b) Limitation on Warranties: THE WARRANTIES PROVIDED IN
  THIS AGREEMENT ARE STRICTLY LIMITED TO THE FOREGOING EXPRESS WARRANTIES
  CONTAINED IN PARAGRAPH 7A, IN THE WARRANTY SECTION OF THE AGREEMENT, IF ANY,
  OR IN THE STATE SUPPLEMENT, IF ANY. YOU ACKNOWLEDGE AND AGREE THAT NO OTHER
  WARRANTIES ARE MADE OR GIVEN BY **** ***** OR SERVICE PROVIDER, INCLUDING
  ANY WARRANTY FOR FITNESS OF PURPOSE, WARRANTY OF MERCHANTABILITY, OR ANY
  OTHER ORAL, EXPRESS OR IMPLIED WARRANTIES. **** *****'S EXPRESS WARRANTIES
  ARE VOIDED FOR ANY DEFECT CAUSED BY ABUSE, MISUSE, NEGLECT, ACTS OF GOD,
  LACK OF PRESCRIBED OR STANDARD MAINTENANCE, OR IMPROPER CARE/CLEANING. ANY
  MANUFACTURER'S WARRANTIES PROVIDED FOR GOODS, MATERIALS, OR EQUIPMENT
  WILL BE PASSED THROUGH BY **** ***** TO YOU, AND YOU AGREE TO LOOK SOLELY
  TO SUCH MANUFACTURER FOR REMEDY OF ANY DEFECT IN SUCH GOODS, MATERIALS,
  AND EQUIPMENT.

  What this warranty does not cover: 
  This limited warranty will not cover a change in color due to a buildup of accumulation of stains, dirt, mold, mildew or any other deficiency caused by lack of any maintenance by the owner. This limited warranty does not cover damage resulting from: misuse, abuse, improper storage or handling, improper installation, other vinyl products and accessories not manufactured by Superior Fence & Rail, or manufactured for specific use in vinyl fence applications; damage caused by events beyond human control including but not limited to damage caused by animals or natural events; impact of foreign objects, re, earthquake, ood, lightning, hail, hurricane, tornado or other casualty or act of God; movements, distortion, collapse or settling of ground or structure on which the fence is installed; distortion or melting due to external heat sources; fence that has been painted, varnished, or coated over manufacturer's finish. This limited warranty does not cover costs of removal or disposal of product, or reinstallation of replacement product. 

  We have offered to pair the customer up with a sales representative to help with a quote to repair their fence. 

  Customer response

  06/29/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  It is very convenient to call this an “act of God” to avoid honoring their responsibilities and trying to repeatedly tell me they will put me in touch with a sales representative to quote money for repair (also noting our sales rep that “misrepresented” how they support their vinyl isn’t there anymore so they are sorry for whatever he told us). We’ve barely had this $12,000 fence for a year when the posts bent like straws. None of my neighbor’s fences had this happen as a result of this “act of God” and many of them have vinyl fences just like ours.

  Sincerely,
  
  ******** ********

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a $5314 vinyl fence installed on my property at **** **** ***** ***** ** ***** ** ***** in May of 2021 by Superior Fence & Rail Apex. The fence has been bowing out in one section for the past several months and I reached out to Superior to diagnose the problem. They failed to come out and inspect the fence despite being 5 minutes from my home where there office sits, they asked for a few photos of the issue, blamed it on the manufacturer of the product. The manufacturer Homeland Vinyl was great to work with, sent out a Rep on site to inspect the fence and agreed to supply the materials for the repair. Superior quoted an obscene price of almost $1100 in labor to fix one section of fence, I have 30 sections of fence on this project, based on that repair estimate it would be $30,000 for labor of my entire fence. They failed to inspect the fence, they failed to live up to the warranty within the 12 month period, they tried to chalk it up to "someone must have hit the fence"...which was categorically false. The salesman **** ****** made a huge pitch on there outstanding warranty during the sales contract prep but now has essentially walked away from any responsibility for the bowing out of the fence and the issue at hand. The labor quote is simply absurd for one section of fence repair for this issue.

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