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:02/17/2025

  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.

  Ive contacted numerous times to fix the leak and the areas where it seems has no cement. As seen in the pic.

  Business Response

  Date: 02/17/2025

  Our office in Pasco has no information in regards to this repair request in any of our communication tools.While searching for the account information a contract with ******** Gendo was found with the same address ********************************************************************************* .However last note we have is 08/08/2024  where ******** commented our good job.We are able to review the request for repairs but we have not recived any request directed to our office.Please advice customer to review the information and be sure they are contacting the correct office in Pasco County *************. 

• Initial Complaint

  Date:10/14/2024

  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.

  They installed my fence which was supposed to have a rolling gate as I am disabled but talked me out of it. I now have a gate that does not work properly and they even lowered it to make it almost impossible to open. The recent hurricanes, both times I could not open the gate. I had to stand outside my fence for at least 15 minutes trying to shove the gate open which I was able to eventually get it. It tore up my rock driveway because the gate was all the way to the ground and is extremely difficult to move. There has been two incidents of illegal trespassing which is stated in my review. I have videos from my security cameras to prove it. They want to charge me to fix my gate which is under warranty. I waited 5 months for them to come fill in holes (still have holes, never fixed) where they had to move the fence posts because they put the wrong size panels on two sides of my fence and one side is about to collapse because they were in a rush to finish the work that they brought in 2 extra workers that rushed through it. They never get back to you or even care about the fact that their work was subpar.

  Business Response

  Date: 10/24/2024

  In response to the claim made by the Client: ******* *******, we inform you: 
  The client signed the Contract on 03/10/2023, and paid the initial 50% established therein, 04/03/2024 (6 months) after closing the purchase of the property. 
  The contract shows a diagram specifying: measurements, model and shape of the fence to be installed, purchased by the client (contract attached). We emphasize that the contract is signed as a sign of approval in all its lines and that the client had a period of 6 months, between the date she signed the contract and paid the initial payment, to modify her purchase. Additionally, the Contract contains the terms and conditions listed under literals, which establishes the way in which we carry out the sale and installation of the fence. What was sold and established in the contract is installed. If the client requests a change, there is a cost depending on the case. The client signed her contract for a double gate, and not for a single rolling gate. In any case, if the client saw that our company was not up to the task of covering her needs for the requested fence with the gate she wanted, she could cancel the contract at any time. She had a period of 6 months. 
  The fence sold was installed on 03/25/2024. Upon completion of the installation, the head installer, along with the client, performed the visual inspection required by our Company on the installed fence. The client signed the installation closing form as a sign of compliance (attached form). She called to request final payment and stated that she was happy with her fence, making the final payment. A few days after installation, she requested for the first time, adjustments to the fence due to installation contemplated in the warranty. This was done on 04/08/2024. 

  She then requested again that we come and make adjustments because she did not like the way her fence looked (during the installation it was explained to her that there would be panels that would be longer than 6', due to large roots of protruding  underground trees in the terrain, which the client agreed. At this request, the client was reminded why the panels were longer. She spoke to us in coercive language, saying that if we didn't come and make the changes she wanted, she would post bad comments on her social media because she has a lot of followers. To our surprise, she posted a bad comment on ******, after we went to her property to make the changes, but instead of removing the bad comments as she promised. 

  In order to close the case on good terms, we sent the sales representative who assisted her in the sale transaction. The sales representative, accompanied by the client, toured the property to note down all the details that she asked to be changed because she did not like the way her fence looked, at no additional cost, Tools were used to cut roots and other special tools. We invited the client to review the clauses and terms of the contract, which states: tree, weed and land surface clearing work is not the responsibility of our company, it is stipulated in the contract that the client signed and agreed.  
  We went on 08/07/2024 to make all the requested changes. The client was satisfied with the authorized repairs. The client never withdrew the bad comment she made against the company on Google. 

  After the 2 hurricanes: the first one 09/26/2024 ****** and the second one 10/09/2024 ******, with 15 days between one and the other. The client requests that we go to repair the fence and adjust the doors, under the contract. The contract does not cover damages caused by hurricanes (literal R). The client refuses to pay the repair of $300.00; which is not covered by the warranty, And once again, the customer uses the language of coercion, through text message sent to the Company's cell phone, indicating that she will withdraw the bad comment made by her on ****** against the Company, if we go and adjust the fence at no cost. We have acted in good faith at all times but she wants repairs caused by hurricane damages to be done for free.  

  Regarding the videos, where the client alleges invasion of private property, Superior Fence & Rail Pasco, makes known, that on all occasions where the installation team and the sales representative were sent, the client was notified by phone call or email, for approval and confirmation that they would be present at their property (record of the calls are registered in the client's folder in the 360 franchise administrative system). At the same time, We reinforce that we have no responsibility, for negotiations between installers and clients, to carry out painting, gardening, cleaning, etc. tasks; carried out outside of working hours and days, of the worker or workers in our Company. We can verify this by attendance control. The commercial and residential occupation of our Company is fence installation. 

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22419998
  
  I am rejecting this response because:

  Their response was an insult to my intelligence. They initially told me I would get a rolling gate as I requested but then **** talked me out of it saying the gate I received would be easier for me to operate. It was definitely not for someone with neuropathy in their hands and many disabilities. The fence panels were not over roots, there was only one and I accepted that they could not fix that particular panel. What happened was they did not put the fence on my property line so they had to come and correct their mistake. They reinstalled the fence working in so that the middle of the fence had two panels that were smaller and were the main view from the front of my house. They also had a bigger panel on my right side fence line that had to be fixed because that was not aesthetically correct and looked horrible.  ************* were on my property illegally and I have the videos to prove that. I was unhappy from the beginning and told them I wanted my money back but they kept trying to fix their mistakes instead of of just refunding my money and taking their fence. I have  neighbors who saw the entire installation process multiple times and will testify as to the horrible job they did and the aggravation I had to endure trying to get it right. The fence they installed is the cheapest material for the price I paid. I have all of the proof I need to pursue a lawsuit against them!
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/14/2024

  Type:Order 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.

  On Tuesday, May 7, 2024 Superior ***************************** (*****************, Florida; ************ or ************) entered into a contract to install a 4 foot (H) x 24 linear feet (W) vinyl fence with gate. The consideration for this fence installation was an agreed upon $920. (Sales rep. **** texted, "I spoke with my boss, can you do $920?") Since the signing of this agreement, Superior ***************************** has failed to perform or even schedule the project, as outlined in the contractual agreement. Superior Fence has failed to respond to inquiries. Homeowner / customer is now forced to re-open the review and selection process to find a more reputable fence company to complete this small project. Homeowner / customer is seeking liquidated damages for breach of contract.

  Business Response

  Date: 05/16/2024

  The Client signed on 05/07/2024 and the agreement was for $920
  The office called ************ and left a message requesting payment of the 50%, initial deposit required, in the signed contract, but he did not answer the call or return it.
  The contract states that installation is between 4 to 8 weeks because we have others that have already been scheduled and we cannot place ************ before them for installation.
  There is no breach of contract by Superior Fence & Rail of Pasco.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21704429
  
  I am rejecting this response because:  The response by Superior Fence & Rail of New Port ****** is misleading.  For instance, after agreeing to the contractual price of $920 for a small fence project (about 4-5 hours of work) on May 7, 2024, I called Superior Fence the next day to arrange for the initial deposit and schedule the fence installation.  Also on May 8, 2024, I further responded to the Superior Fence sales rep. ****** via text stating, "No rush on the install.  May 20 or 21 are perfect for us."  This gave Superior Fence about two weeks to schedule and complete our small fence project.  Furthermore, the next day, I also spoke with the Superior Fence office manager (?) ***** to make the initial deposit and schedule the installation.  ***** placed me on hold for several minutes.  She then returned to the call and stated she would call me back the next day.  Of course, ***** never called me back the next day to consummate this transaction.  However, several days later, I did receive a voice message from ***** at 3:25 PM on May 14, 2024 asking me to give her a call.  Please note this voice message from ***** was made only after the Better Business Bureau initiated this complaint against Superior Fence and Rail.  In addition, Superior Fence's business practice of accepting customer deposits without providing a clear installation schedule seems to be aligned with other customer complaints I have received.  In fact, no one from Superior Fence ever suggested this small fence project would be delayed 4-6 weeks due to other customer commitments, as they may have informed the Better Business Bureau in their reply to this complaint.  

  Sincerely, 

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

• Initial Complaint

  Date:11/08/2023

  Type:Order 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.

  started with *** in august signed contract in sept paid deposit in sept ******* was given start date for install 11-8-23 called *** from ** confirmed start date. me and wife flew to **. round trip tickets had to board dog in kennel for 2weeks dogis a german ******* can not fly to big and we had to rent a car. plane tickets were250 kennel was 500and rental car 130 totals ****** thanks for your help.

  Business Response

  Date: 11/28/2023

  Upon recieving the customers request for modification to the original plans, our representitive made multiple attempts to reach the customer both by phone and text as well as leaving many voicemails, starting September 20th. Unfortunately, we were unable to establish contact to confirm the change. In an effort to proceed cautiosly and ensure accurate execution, we adjusted the installation date until we could verify the atlerations by the customer (2 days). Subsequently, when the customer reached out they wanted to cancel the installation and the interatction became confrontational and posed a safety concern for our team. Prioritizing the well-being of our staff, we made the decision to refund the customers deposit and cancel the contract, 

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20842565
  
  I am rejecting this response because:

  This info from superior fence is a total lie there was no change order  an we called from ** 2days before  plane flight we were told every thing was ready to go we boarded dog for 2 weeks 500 plane tickets round trip 250 rental car 880 dollars total they called night before install we were out side working with landscaper till dark we called office on install date and was told they had a problem I started yelling how much we spent to come down to **. I asked more than 3 times when are you going to be here he would not answer and said f*** your contract. We had started talking to this *** in august signed contract beginning in September called 2 days before leaving This *** is a joke and need to reimburse us for their unprofessional work performance.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/01/2023

  The reason for the change in the customers order was because the plans on file was for a 6ft fence that transitioned to 4ft of picket fence the last 15ft due to water regulations however the customers wife wanted the fence to go from 6ft privacy to 4ft privacy and then the last 15ft of the line be picketed. We did not have this on the drawing plan and needed to contact the customer to confirm when the 6ft of ********************** would transition to 4ft of privacy before continuing to the last 15ft of pciketed fence. We have on record the times and voicemails left by the rep and the office from September 30th forward. It was one question that needed to be answered and the job would have commenced. Due to the lack of communication from the customer and the unwillingness to reschedule our hands were tied, furthermore the blantant threatening and hostility by the customer posed a safety concern we were not comfortable dealing with. The customer proceeded to explain that if we had to reschedule the job then he wanted his deposit back and the contract cancelled which we obliged the same day. The customer then recieved their deposit back and the job was then canceled. There are multiple witnesses and the recordings of this customer and the hostility he posed to the company. There are records which show the multiple attempts to contact the customer in regards to the changes that needed verification before starting the project. At this time Superior Fence and Rail is not responable for personal expenses by this contact for their obligation as a customer. We were more than willing to schedule the job for 2 days later however this was not what the customer wanted. ********************************************* and Rail provided a resolution to the customer and did not deny the customer until the safety of our employees became apparent.  

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20842565
  
  I am rejecting this response because: every thing this *** says is a total lie we  **municated about transsitions when *** was **ntracted  pasco *** has **des for fences which clearly state what you can and can not do when we called 2 days before getting on plane they never said any thing about problems. in reguards to the day they did not show up when we called they never offered to install fence in 2 days infact the supervisor *********; was asked more than 3 times when are you getting here  and he would not answer we did not have a problem with employees just office personel we also have re**rds with dates and time and a **ntract to which supervisor **** said f*** your **ntract i believe that spending 880 dollars on plane fare car rental and dog boarding and being told to **me down and not being told of problems this ** owes are expenses thanks for your help small claims **urt is next if you can not resolve.
  
  Sincerely,
  
  ***********************