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:03/31/2025

  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.

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

   

  Superior fence did come out & last time to install high tensile wire.
  They left it loose and it wasn’t even tied on one end. Instead of lowering the fence, like he said he was going to. They put concrete block around the fence. I will resend pictures in this email. As you can see the dogs are not digging and can still go under the fence. They said they would come back out. They will not answer any calls or haven’t been back since.
  
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 04/09/2025

  We appreciate the opportunity to respond to this complaint. This job involved the installation of a 4’ chain link fence, completed several months ago using high-quality materials and standard installation practices. All posts were driven 4 feet into the ground, chain link was properly stretched, and the work was performed according to the agreed scope.
  Since completion, we’ve made multiple return visits at no additional charge in an effort to help resolve the customer’s concerns about their dogs escaping. Upon inspection, it’s clear the yard has uneven terrain with low spots and missing dirt beneath the fence — pre-existing conditions outside the scope of our installation.
  We personally observed the dogs trying to dig under the fence for nearly two hours. The issue lies not with the fence itself, but with the behavior of the dogs and the condition of the yard. These are not structural defects.
  We’ve offered to return once more to lower the posts further, although this will not fix the terrain. The fence was built to code and installed with care. We’ve answered every call and both customers have my personal number — every time they’ve reached out, we’ve responded promptly and professionally.
  This job is on our schedule, and we will make one final good faith visit to do all we reasonably can. However, as we are now in our peak season and have already made multiple trips, we cannot continue to rearrange our schedule for a matter we’ve communicated clearly about and made multiple efforts to resolve. We also have a responsibility to other customers.
  At a certain point, it becomes unreasonable for us to absorb repeated labor and operational costs for an issue outside of our control. We’ve approached this situation with professionalism, good faith, and integrity.