Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted Superior Fence and Rail of ******, met with ***** who reviewed my property and discussed options of the product I would have installed. On Nov 3rd- tore down existing fence, dug holes, did not set posts or secure property. Nov 4th, set posts, put in planks, did not secure property. Nov 5th, worked on gates, did not finish. No hardware installed, left debris, screws, nails, all over yard and driveway. Nov 11th noticed panel damage and deep scratches, 10' gate was sagging and did not open easily. A hole was drilled into the side of my home where they anchored the fence with a large s**** The fence is 6 ft. No adjustments were made to address the slope of the yard, fence appears very uneven. Visible hole in one panel. Nov 13th contacted ******, he said ***** will do a walkthrough, I showed ***** my concerns, his response was he would lift the back fence for it to be level, fix the gap between my home and neighbor's, add braces to the fence, put hardware on the gates, suggested that I buy soft scrub to get marks out of scratches on the panels, give me a credit for them drilling into my house. I've received badgering calls from personnel to settle my account. I told them I want the fence installation done properly before I pay the outstanding balance of $656.25.They have already received over $10,656.25 to date. Workers came on Nov 17th. They raised one post for the slope of the fence, fixed the gap between houses, but did not replace the post, put braces that did not enhance the structure's strength or durability. Left a hole in the side of my house where they initially anchored the fence, solution for damage to my home is a $100 credit. He is asking me to pay my balance so they can complete the work under the warranty which is concerning. I am requesting a complete and total refund, due to inferior installation practices. Please review photos and texts sent. I appreciate any help you can provide to get this issue addressed.Respectfully,*****************************

  Business Response

  Date: 11/30/2023

  It is our goal to provide a quality product and excellent customer service for every ********************** we install.  While this project did not go as smoothly as we would have liked, we did send a crew out to address things that were not done to our standard.  We respectfully do not agree with the customer's characterization of what took place on her job.  She has a quality fence built per the contract, and final payment is a reasonable request.  There is still a picket with a hole in it that should be replaced.  We are willing to do that.  We also agreed to change out her black handles for white ones.  We have not heard back from the customer since the text communications on 11/17.  ***** reached out on the 21st and the 27th via text in a very kind manner with no response.  The customer just needs to contact ***** to set the appointment.  

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Superior Fence and Railing of *************, **., damaged my truck while installing my neighbors fence. I didnt witness this as I was out of town country. My pool cleaner informed me that he witnessed the damage and was assured by ****** , that he left a note and their company would take care of the damage with their insurance. I returned home on the 14th of June and theres no note, no explanation to my neighbor- NOTHING! The damage occurred June 6, 2023 and it is now July 10, still no contact from company other than ****(MGR) confirmed that ****** admitted to the damage and that their insurance company would be contacting me. I now have to go through small claims court and my USAA INSURANCE follow through to penalize a company that tried to hide their damage to anyone who was not their client. I tried to press charges but apparently Vandalism is only classified as a misdemeanor and they were more than reluctant to follow through. Ridiculous, maybe the BBB can do what I cannot, which is to let people know who they are doing business with.

  Business Response

  Date: 07/11/2023

  Superior Fence & Rail is a national franchise with independently owned locations nationwide.  This complaint is for a location in **********, not *******  The ****** ownership is not affiliated with the owners of the ********** location where this complaint originated.  Please reach out to the location in ********** directly and clear this complaint from Superior Fence & Rail of ******.