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:07/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 May 20th (2025) I signed an agreement and paid $3,687.50, half of the total amount, for a wood fence to be installed. The contract stated that it was to begin install on June 16th and be completed by June 23rd. There is a note saying that these dates are approximate and can change based on permitting issues and weather. This is something I can completely understand. However, one week after June 23rd I called and spoke to customer service. I was told that they were still waiting for the permit. When I called the township on July 1st, I was informed that they had just received the request that day. From the date of contract to the day I spoke with the representative 31 business days had passed. Which means that the company had over a month to get any permits completed. That is why I paid the deposit, so that the process could begin and be completed in a timely manner. Each time I spoke with customer service, she was aggressive and refused to take responsibility for the company's failures to come close to completing the task. At no time was she willing to offer me any financial compensation or a firm start date. She stated that the salesperson for that area was not aware of zoning and permitting and shouldn't have agreed to those dates of service. This was again a deflection of the companies lack of service by shifting blame to a salesman who was not present during the call. In the end all I was left with was empty excuses, with nothing tangible offered by the company for their failures. I have to delay putting my house on the market, and quite honestly, I am nervous for what to expect when and if they ever arrive to install the fence. I feel like I have no recourse at this time. If I ask for a refund and go with another company, it could take several additional weeks. If I stay with this company, they have offered me nothing for the delay which is costing me precious time. This has been the only time I have ever filed a complaint about any business with the BBB.

  Business Response

  Date: 07/30/2025

  The customer stated that he reached out to the township and discovered that my company file the permit 31 business days after signing the contract and submitting a deposit.  That is not accurate.  We filed the permit less than a week after the contract was processed.  However, the customer's permit was placed on hold by the township because he had an unpermitted shed placed on top of a water main.  The permit submission he is referring to was a resubmission.  ********** has been in touch on a very frequent basis with the customer providing updates.  Ultimately, the customer decided to cancel the contract due to the township requirements, not because of our service.  His last email to us is attached, which is a very pleasant "thank you" email for the work we put in trying to get his permit approved.  I believe this complaint should be resolved in a mutually agreeable manner between my company and the customer.

• Initial Complaint

  Date:07/29/2024

  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.

  Superior Fence and Rail has not completed the entire job. The gate that was installed does no close properly and has not since the installation. The installers left a mess which the operations manager said he would take care of when he stopped by. I first reached out in late April to let them know the gate still didn't work. On May 2 I let them know again the gate still not close properly. On May 2 I received a "Late Payment" message from ******* that the balance needed to be paid or I will incur a surcharge. I reluctantly paid it knowing the there was still to be completed. Again on 5/9 I reminded them the gate was not working properly and there still was a gap at the bottom. The ops manger told me he would take care of it and then the office said no they would not take care of it. I reminded them again on May 20 and was told, I'll be in touch. I sent yet another reminder on June 5. June 9 they told me they cant close the gap on the bottom of the gate as it will void the warranty, which is not what the ops manager said. Again on the ninth they said they would swing by to check the gate. As you can see I have been very patient and gave many, many reminders about my gate and still on July 29 no one has shown up. I do not like doing this but they are not responding. I would like a $1,000 refund so I can get the proper gate installed.

  Customer Answer

  Date: 08/26/2024

  They did reach out to me. They are denying most but want to have a phone call.

  Business Response

  Date: 09/03/2024

  Hello,

  I apologize that I did not directly respond to the BBB letter.  Instead, I contacted the customer via email as soon as I received the complaint.  That communication was on August 19, 2024.  I have since been in contact with the customer about his concerns and resolution, but he stopped responding to me shortly after our initial contact.  His last response was on August 19, 2024.  Please see the attached email with the full correspondence.

  I am unclear what else I am supposed to do to resolve this issue if the customer is unresponsive.  Please advise.

  Thanks,
  ****

   

  Business Response

  Date: 09/17/2024

  Hello,

  On Monday, September 16 2024, we visited the customer's property and met the customer in person.  We addressed his concerns about the gate and the gaps.  We moved some rocks to a location identified by the customer.  And we discussed our warranty per request of the customer.  

  The customer was satisfied and signed our "Customer Approval of Completed Installation" form to document his acknowledgement of satisfaction.

  Thanks,
  ****

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 August 25, 2022, we contracted Superior Fence & Rail to install a 126 ft. cedar fence at our residence for $7,506.78. However, the fence became severely damaged during the storm of January 9, 2024. It was Superior Fence's own technician who, upon inspection on January 11th, informed us that no cement had been used on the 16 posts. This critical oversight led to the fence's instability and misalignment.During the repair attempt the technicians' rushed and dismissive demeanor, mentioning they had four other jobs that day. Initially, they planned to use only one bag of cement per post, contrary to the industry standard of two bags per post. After our insistence and consultation with their supervisor, ****, they agreed to adhere to this standard.We requested to observe the repair process to ensure that two bags of cement were used for each post and that the level of each post was checked before adding water. However, our proactive approach to guarantee correct repairs was met with resistance from **** and the Superior Fence team.**** instructed the technicians to abruptly abandon the job prematurely, leaving our fence in a much worse state than before. We were left with eight gaping post holes: five with dry cement in them, one with wet cement that was never checked for horizontal and vertical alignment, and two empty. They left without providing any information on when they would return to complete the work. Additionally, there is a dip in the top horizontal alignment, causing the fence to become even more wobbly, its tilted and falling over in sections with noticeable vertical drops that did not exist at the initial install. The posts can rock back and forth, they are not secured in the ground. Our fence is situated atop a hill, a position that exposes it to strong winds. Directly on the opposite side of this hill is an ally and a row houses. The abrupt abandonment of the repair work by the technicians has thereby escalated this into an urgent safety issue.

  Business Response

  Date: 03/06/2024

  I worked with the customers - ******* and *** - to understand the complaint.  Per their request, my company reset all posts with 2 bags of concrete and leveled the fence.  We met with ******* at the completion of the resolution and she was very happy.  I emailed *************************** from BBB on 2/20/2024 to provide an update and resolution on this complaint.  The issue is resolved and no further action is required.

  Customer Answer

  Date: 03/09/2024

   The repairs were made and we're happy with the end result. Thank you for intervention, it made all the difference.

  Best Wishes