Complaints

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 25, 2023 Superior Fence and Rail installed a privacy fence on my property. The employees installing my fence spoke very little English and we had to primarily communicate through a phone app. My complaint is regarding the posts to one of the gates it was poorly built and adds only poor workmanship to my property and am surprised that ******** ***** *** **** would want this representing their company here in my neighborhood. At the time I tried to tell the worker that something was off with the posts and it was not supposed to be pieced together. It was supposed to be a post, but the worker could not understand me and it was late and they were tired. I called the district manager “Andrew” who told me that I would have to pay for them to change the way the door opened because I agreed for it to swing a certain way. Number one, I was surprised at his behavior without even looking at the pieced together posts. And number two, if the gate swings the opposite way then it would hide their poor workmanship and I was willing to settle for that which was an easy fix. I told him I didn’t care if I had to pay (but it is rather unfair because I did build the poor posts workmanship) On September 1, 2023, I decided email the manager in the office “Avry” and attached pictures of the gate/posts. Avry replied that he appreciated the pictures and would see if he could get me more help. I have not heard from anyone since then. At this point, what I would like to happen is that ******** ***** *** **** at their expense, pull out the posts and make the build correct for this gate. The other gate is perfect. I am attaching pictures of the well built gate posts and the other gate posts for the second gate that is not built correctly. Thank you. Sincerely, *** ******.

  Business response

  09/27/2023

  Notification of BBB complaint was received on 9/25/23. Customer was attempted to be contacted on 9/25/23 via phone (left voicemail) and email to discuss resolution.
  

  We pride ourselves on our professionalism and delivering high quality products and services and are regretful this valued customer has had this experience with our team. Our delay/lack of communication in this instance  is unacceptable and necessary actions have been put in place to address people and process to ensure it does not happen again. Upon receipt of concerns on 9/1, the customer was to be contacted to determine a time which works with their schedule to review and discuss a path forward on-site prior to scheduling any re-work. This did not happen and for that we apologize. 

  
  The discussion around additional charges was mentioned, in effort of transparency, as a possibility depending on the extent of any re-work. We work closely with our customers and will always have open dialog surrounding any work in order to come to a fair and mutual agreement. 

  
  With respect to the quality of construction two gates on this job were constructed with consideration of the surrounding environment, durability/longevity, and aesthetics. In the instance of the post/gate of complaint, several factors contributed to an aesthetic which varied from the gate the customer referred to as perfect. Given severe grade change/slope on this side of the property, options with respect to gate position and direction of swing, and therefore hinge placement, were limited. Rails and pickets were added to the face of the corner post in an effort to provide a congruent aesthetic without sacrificing functionality, durability, or quality of the gate. 

  
  At the end of the day our customers' satisfaction is our primary goal and we look forward to the opportunity to discuss and resolve this in a timely manner.
  

  
  

  Customer response

  10/12/2023

  10.12.2023 Consumer notified BBB via phone that the business has resolved her complaint.

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