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Business Profile

Fence Contractors

Superior Fence & Rail of Brevard County, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/23/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    As President of our HOA I awarded this company a $6k contract for a new vinyl Fence installation. Around August 2022 the fence was installed. They were paid in full. The fence is advertised as hurricane wind proof. During a storm in September a fence post was dislodged. We called the company immediately and a rep inspected the damage on Oct 2. He admitted it was a problem with the installation. I advised him this needed unmediated correction because this fence surrounded our pool and was a security issue. After several attempts we were unable to get the fence repaired. In my messages I informed them the damaged part was putting strain on other areas of the fence. After the winds from Nicole several areas of the fence became dislodged. After another call I received an estimate to repair the original damage which they admitted happened due to an installation issue. They stopped returning calls so I had to engage our attorney to send a letter which they also failed to respond. The opening in the fence now is big enough to allow trespassers into our pool area and is still a safety and liability issue.

    Business Response

    Date: 12/23/2022

    Business Response /* (1000, 5, 2022/12/02) */
    During first Hurricanes of 2022 one of the posts blew over. This was due to the extreme wind forces and exacerbated by the fact that the posts had to be cut shorter than normal because of pipes that were in the way during installation and weren't able to be moved. During the 2nd Hurricane a separate part of the fence had approx 3 posts lean. This had nothing to do with the first post as it was on a completely different part of the fence and leaning in a different direction. This fence is also between two condos on the beach so the winds are extremely fierce here. We have replaced the first post at our cost and charged them an extremely reduced price to straighten the other 3 posts.


    Consumer Response /* (3000, 7, 2022/12/03) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I take issue with the owners response in a few areas, but the issue is almost resolved. I agreed to pay for additional repairs, even at a reduced rate, although I feel we should not have been charged. That aside, my biggest problem is that we notified them immediately when the original post came out. Almost 2 months went by before they came to fix it even though I explained on numerous calls and emails that it was a security and liability issue for us since this is a pool fence. It wasn't until I had our attorney send a letter and I had to threaten a lawsuit did I get some action. This all could have been avoided with some professional courtesy from them to their customer. You can close the case. Thank you

  • Initial Complaint

    Date:11/06/2022

    Type:Product Issues
    Status:
    Answered
    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.
    They claim to guarantee their work. I've filled a compliant with them almost 2 months ago about my gate slowly falling a part and have been told "I'm on a list" to get it fixed. They have told me that they they won't come here until they have another job in the area. I'm sorry but the guarantee isn't only if they have work in the area again. They need to back up their work. Keep telling me I'm on a list after months isn't acceptable.

    Business Response

    Date: 01/11/2023

    Business Response /* (1000, 10, 2022/12/02) */
    We apologize for the delay. It did take us approx. 2 months to repair. We were extremely busy after the hurricanes. Our lead times reached 12+ weeks for an install. We generally get our repairs done faster than this. Our point we did not communicate very well was that they would not have to wait 12+ weeks because we can repair it in conjunction with another job in the area so they don't have to wait so long. In the future we will try to communicate better and accellerate any warranty issues.

Superior Fence & Rail of Brevard County, Inc. is BBB Accredited.

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This business has committed to upholding the BBB Standards for Trust.

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