Complaints

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb. 29, 2024 Superior Fence made an attempt to install a fence. When the job was finished, I told them that it was not acceptable because it was not straight across the top on a level ground and only 40 running feet. I have tried with email, text, and phone conversations to get them to correct the problem and they keep on saying they followed the ground line and that my ground was not level. I finally told them if they would just come and fix one post that I would fix the rest. I also suggested that maybe they could pound the one post in the ground to make it level with the ground. *FR came back and said they couldn't do that; it would weaken the structure. fI except that. *eems that for them to replace the one post they would be losing money which my reaction was it should have been done right the first time. To be done with the whole matter I said they could come fix it or I would take 10% off the total price to help pay for a helper so I could fix myself. They came back with they couldn't do 10% but they would do 5. The total contract amount was $2,682.91, and I paid half down which was $1341.46 and if I didn't pay immediately, they would get a lawyer and charge me interest or put a judgement against my home. This whole matter has been so stressful, but I don't want anyone else to have to go thru this kind of thing.P.*. And today they made me say the * word. *o now I'm trying to decide whether to send them $1341.46 minus 10% or minus 5%Any help is appreciated, I just don't know what to do.

  Business response

  03/22/2024

  We apologize if there was any miscommunication during your installation as we strive to provide the best possible customer service. While pounding a post into the ground makes sense in theory, based on our knowledge and expertise, we know it would weaken the structure and thus cause a much larger issue. Again, we sincerely apologize if this wasnt properly explained and will make an honest effort going forward. Were happy to honor the 5% discount agreed upon. Should you need further assistance, please dont hesitate to call our office. Thank you.

  Customer response

  03/27/2024

   
  Complaint: 21422250
  
  I am rejecting this response because:

  The fence was not installed to my satisfaction, and had a string been run across, we wouldn't be having an issue now. I accept the fact that they are not coming out to fix it; therefore, there will be no positive reviews coming from me.

  
  
  
  *********************

  Business response

  04/10/2024

  I am writing in response to the complaint filed by ************************** regarding the installation of a fence on her property.
  ***************** concerns primarily revolve around the levelness of the fence and the height of one of the gate posts. I have included photos of the fence at the day of completion and the inspection date of the ** visit to the job site.  I would like to address each of these issues individually, providing clarity on the matter:
  

  Contractual Agreement: The contract in question, signed by ************* on 1/31/24, explicitly states that our company will follow the slope of the land. Given that ************* resides on a corner lot, it is common practice in the home building industry to slope such lots towards the street to ensure proper water drainage. Additionally, ************* states she is pulling a plumb line across the top of the fence to prove it is not level which would be true since the land isn't level either.  Our adherence to this standard practice aligns with the terms outlined in the contract. (photo of this section of the contract is included with her initials).
  

  Communication and Attempts to Resolve: I personally engaged in dialogue with ************* on two separate occasions, on 3/11/24, which was within a reasonable timeframe following the installation. Additionally, our General Manager visited the job site, attempting to address any concerns ************* may have had. Regrettably, despite our efforts to communicate and rectify any issues, we were unable to meet ************* in person to discuss the matter further.
  

  Proposed Solutions and Resolution: In response to ***************** concerns about the gate post height discrepancy, I offered to attempt lowering the post. However, I did caution ************* that this action could potentially lead to damage to the post or foundation, for which our company cannot be held liable. Despite this, we were willing to accommodate her request. ************* expressed her satisfaction with a 5% discount, which we promptly honored. This discount was applied to the final invoice, even though the payment was not received until 3/27/24.
  

  It is important to note that ***************** acceptance of the 5% discount served as an amicable resolution to her concerns. Therefore, we were surprised to learn that she proceeded to file a BBB complaint the following day, as we believed the matter had been satisfactorily resolved.
  

  In conclusion, we remain committed to upholding the highest standards of customer satisfaction and ensuring that our services meet the expectations outlined in our contracts. We regret any inconvenience ************* may have experienced and assure the BBB of our continued dedication to resolving customer concerns in a timely and professional manner.

*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. ↩