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:08/23/2023

  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.

  Since February 8th when I reported the issue, was told in May/June issues would be taken care of, only a little bit(few days to a week or two) to get the cedar wood planks to correct the poor door install and cracked/discolored/poor quality wood boards. June 29th had a guy come on a wrong service order - called and was told it was a mistake we are still good to go. Now in the middle of August and still no response after 6 months - I am at the point of wanting to *** get compensated for the cost and call it a day with this job. We paid over **** for roughly 120 linear feet of fence. We were sold a product that was suppose tonbe the best in the area and ended up with a very poor product. As of Aug 22nd, still no response.

  Business Response

  Date: 09/11/2023

  ****************** signed a legal contract with ** on 11/10/2022 to install a wood fence at ******************************************************************. We installed his fence on 12/16/2022. Everything was done to his satisfaction and he signed a certificate of competition as well as a pre walk installation form. Fence is beautiful! (see attached pics). 
  Then, without first reaching out to us, ****************** filed a complaint with ******** financing company on approximately 6/8/2023. We gave them the same information that I am now giving you. The complaint was dismissed. Being that we do stand behind our work, we contacted ****************** and offered to replace the cedar pickets once we could purchase more. The problem is you can't just buy 3 or 4 pickets. You must purchase them in bundles. And even in doing that, do to age,  maintenance or lack of, they will not look the same. We are still waiting on pickets. With all of this being said, ****************** did sign a Wood Maintenance document, as we want to insure we 100% inform our customers of what needs to be done. It also explains what "normal" aging in wood products are and what to expect. It is clear from the pictures ****************** provided, no maintenance has been performed. 

  Customer Answer

  Date: 09/11/2023

   
  I am rejecting this response because: i cannot treat and protect until fence is repaired. Inreported this issue with pickets and poor workmanship on or around February 8th - long before the Spring/Summer maintence was due. So their inaction and failure to honor their workmanship and their warranty and their obligation under our contract, has been a direct impact on my ability to honor my part of the contract. . One image shows where the installer(not my contractor that I hired) installed a one inch sliver on the edge of a fence gate that of course broke. I have been told by 3 employees with Superior that they would fix, repair, and make sure I am happy with outcome - they have failed in all aspects of this promisw.  Their response did not ever start until case was closed and I filed a complaint on their social media page  
  
  

  Business Response

  Date: 09/12/2023

  Per our website, you should perform the initial maintenance, with at least a sealant, 30 days-6 weeks after installation. We did attempt to replace several pickets even though our warranty just not permit it. However, you were not happy that the wood colors did not match. We then explained to you that that would be the case regardless due to the age of the fence and then putting up new wood. Attached are screenshots on our website for customers to review.

  Customer Answer

  Date: 09/12/2023

   
  I am rejecting this response because: this statement is a lie. Superior Fence has not came to attempt to replace the cedar pickets that theyvpromised to replace. A REP came by with wrong work order, and called his boss to verify he had wrong work order because he had another replacement job with pine pickets and did not have cedar pickets with him.(he walked the fence with my wife noting the ones needing replaced and acknowledged mistakes were made - I was on phone with my wife during this) I called Superior they acknowledged the mistake and told me not to worry we were still on the list to get repairs completed. As for the treatment, because the fence was installed in wonter, after Speaking with ***********************(the person Inassumed would be overseeing the project as he is the one thst came out for the project) said getting the fence treated in the spring early summer would be good. So, had Superior honored their warranty and repaired as promised - the fence would be treated. But, pending a repair job did not know how many planks would need pulled to repair, did not want treatment aged differently on the cedar wood. We paid over **** more for Superior to complete this job, largely because *********************** promised the workmanship after the install wae best in the industry. Sadly, this has proven not to be the case. 
  
  

  Business Response

  Date: 09/12/2023

  We have no further comments or response other than to refer to our previous responses.

  Customer Answer

  Date: 09/22/2023

  I am rejecting this response because:
  There is no response. Either fix and repair the job completed as promised or issue the partial refund so I can moveon from this. I issued multiple days for work to be done and alternative solutions if they feel they cannot honor their work and warranty as promised 

  Customer Answer

  Date: 09/22/2023

  Date Sent: 9/22/2023 3:23:31 PM
  I am rejecting this response because:
  There is no response. Either fix and repair the job completed as promised or issue the partial refund so I can moveon from this. I issued multiple days for work to be done and alternative solutions if they feel they cannot honor their work and warranty as promised