ComplaintsforSuperior Fence & Rail

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the essence of a letter I sent twice. The vinyl fence was installed at **** ***** **** *** **** ***** in the month of October of 2023. Amount of 13K, we paid half. The landscaping was left in shambles with debris as well as the complete stamping down of the foliage. After three conversation with my husband Lee, one in person, it was verbally decided that to complete the job. 1. Clean up of the debris' 2 Moving the post near the gate to close the gap. 3. Repairing the scratch on the gate door and 4. Repairing the slats in the fence that aren't close enough. It is now January of 2024, nothing has been done to rectify these concerns. No one from the company has reached out. We have started to clean the debris. So we seek a price adjustment as well as completion of the job.

  

  Business response

  05/22/2024

  Spoke to ******** over the phone. She confirmed that the company had a tech to the consumer's home last week to do a walk through of their concerns. They are in the process of getting the consumer on their schedule to address those concerns raised in the walk through. 

  Customer response

  05/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [They need to supply an actual date and be ready to settle tge bill for a thousand dollars less for the landscaping work and supplies we had to supply. This has gone on for months.
  
  Regards,
  
  **** ******
  
  
  
  
   

  

  Business response

  06/04/2024

  One of our owners, **** ******, is involved in the complaint.  He called *** ****** on 6/1 and left message.  We have not yet received a call back.  If there is anything needed to be done on our end to deliver a quality job, it will happen.  We will also review damage to the landscaping.  While some wear and tear is inevitable given the nature of the project, we will determine if it was excessive while onsite with *** *******

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contracted Superior Fence and Rail to install approximately 50 foot of vinyl white fence on my property line in February 2022. I contacted them numerous times to ask when they could install. The rep demanded a deposit of just over $2,000.00 up front which I paid on a credit card. I have a receipt for the deposit money. I finally received a call from them telling me they would install the fence on July 11, 2022. I was told to be home and I had to take off work to be there. I also cleared brush from the back property line which was time consuming and physical work. The company didn't show up on Monday, July 11, 2022 or on Tues, Wed, Thurs or Friday. I called them every day to ask for a project status. I was given different excuses. They are behind on jobs, employees called off, the lead man was sick, etc. The dog ate my homework. Every day the company would promise to come "tomorrow". As of Friday, July 15, 2022 no crew has showed up for the job. On Wednesday the company parked a flatbed truck with materials in front of the house, but made no move to unload the fence materials until the Brook Park police arrived for a complaint for the flatbed on the wrong side of the street and with no cones or safety markers. I called Doug " *****", one of the owners at (************. Three men showed up and dumped all the material into my back yard scratching the poles. No one has been back since and now the number goes to voicemail. At this point we left msgs saying we want the money back. They won't call us back. I feel like I should be refunded plus interest. Immediately. This company used the money like an interest-free loan and seems to have no intention of ever providing a service.

  

  Business response

  07/22/2022

  Kristie,

  
  

  I am responding to the subject complaint made by ****** ****.

  
  

  First, I would like to explain our normal contracting process for our customers.  Customers initially submit an inquiry through our website or directly with our customer service representative. At that time a sales representative is scheduled to visit the customer,understand their requirements and provide an estimate for the project.  At the time of contract signing,we request a deposit for 50% of the contracted price.  This deposit allows us to secure material and obtain the necessary permits required to install the fence. The deposit paid by ****** is a standard requirement for all of our services.  Given the wide variation in material and permitting lead times,it is extremely difficult to provide a scheduled installation date prior to procuring materials and submitting permit applications.

  
  

  ****** is correct in stating that her installation date moved several times. We acknowledge that communication of the delays and subsequent status of the project could have been improved.  There is no doubt that the lack of communication caused undo frustration for ******. Her project is expected to be complete today and we have worked with her directly over the last week to ensure the finished product meets her expectations.

  
  

  
  

  --
  

  Doug ******

  President

  
  

  
  

  6909 Engle Road, Suite 35, Middleburg Heights, OH 44130

  (216) 435-7096 Office

  ***** ******** Mobile

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