Complaints

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 20, 2023, the installation started by Superior Fencing and Rails for the installation of a vinyl privacy fence around my ****-acre property to replace a **-year-old wooden fence. This decision was based on my need for a low-maintenance solution that accommodates my disabilities. The installation was fraught with problems, including but not limited to structural deficiencies, significant gaps compromising privacy, and gate malfunctions. The project was complete by November 21. I am requesting a refund of $******.**. Additionally, I received a courtesy violation from the HOA because the fence has been inoperative since installation. These issues have caused significant frustration and inconvenience. As a 100% total and permanently disabled veteran who served over ** years in the ****** ****** *** *****, I never expected to feel so distrustful after serving this country. 1. Communication Barrier: The installation team commenced work on November 20, 2024, with no English-speaking personnel, leading to immediate misunderstandings and issues in conveying installation specifics. 2. Property Line Dispute Risk: During the installation, the team erroneously removed a property line post, disregarding the agreed placement of the new fence 2 feet from the property line, risking disputes with neighbors. 3. Security and Functional Deficiencies: The project was marred by numerous deficiencies impacting the security and functionality of the gates and fence, including o Bent brackets and large gaps compromising gate security. See attached for more information.

  Business response

  03/18/2024

  Upon the initial installation of *** ******'s fence there were a few issues that we agreed upon that needed resolved.  Some of those, site clean-up and gate adjustment were taken care of that first day.  Other issues, a cracked gate upright and upgraded gate latches, had to be scheduled for another time.  Multiple times the work was scheduled only to be canceled by *** ****** due to appointments he had scheduled in conflict of the repair schedule.  Finally on February 28, 2024 we were able to get a crew to *** ******'s without being canceled.  The three man crew spent the better part of the day working with *** ****** to make sure that all of his issues and concerns were addressed.  The crew went above and beyond the customer's requests adding upgraded latches, handles and extra spacers to block the 1/2" gaps between the gate and the latch post (1/2" spacing is acceptable by industry standard and is the recommended spacing by the hardware mfr.).  When leaving that day the crew leader walked the entire fence line with *** ****** and he was satisfied that everything had been addressed and resolved. 

  Customer response

  03/19/2024

  
  Complaint: ********
   
  I am rejecting this response because:  Dear Better Business Bureau,
  
  I am writing to express my disappointment with the recent installation of a fence by Superior Fence and Rail. Unfortunately, the cleanup after the installation was not completed on the date of service. I have pictures, videos with timestamps, and witnesses that can verify this. Additionally, the videos clearly show debris remaining on my property well after the installation date.
  Furthermore, when Superior Fence and Rail attempted to schedule follow-up appointments, the proposed times unfortunately conflicted with pre-existing doctor's appointments I cannot miss due to my disabilities. I have documented communication via text messages with *** Tim, where I clearly stated my scheduling limitations and expressed my desire for no work to be done on my property while I am not present.  
  I appreciate the Better Business Bureau's role in resolving consumer issues. It is concerning when a company resorts to misrepresenting facts to justify the quality of their work.
  To ensure future customer satisfaction, I would recommend that Superior Fence and Rail consider implementing a post-installation inspection process to verify completion and address any cleanup concerns.  I am closing my Correspondence. My proof is in my documentation, witness and other documentation.

  Thank you for your time and attention to this matter.
  
  Sincerely,
  
  ****** ******

  Business response

  03/19/2024

   As I previously stated, we did send a second crew to *** ******'s property to clean up and address some of his issues after the initial installation and we did tell him that we would need to return at another time to complete the work.  After several attempts to schedule that work we did return to complete those items on 2/28/24 and at that time did some more extensive cleanup of items that were missed initially (namely a couple chunks of concrete from the old fence posts).  When this work was complete, the crew leader did do a walk around with *** ****** and he was satisfied with the work at that time.  To specifically address the most recent correspondence from *** ****** I will concede that not ALL of the cleanup was done at the time of the original install but has since been done and was approved by the customer.  As for the scheduling issues, we are not implying that the conflicts in scheduling were not legitimate by the customer a I am sure they were.  However, we pointed that out merely to show that we had made efforts prior to 2/28/24 to address the situation.  Seeing as there are no lingering issues per *** ******'s most recent correspondence I hope that we might bring this matter to a conclusion.

  Thank you,

  Mike  C******, GM

  Superior Fence and Rail of Augusta

*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. ↩