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Business Profile

Fence Contractors

Superior Fence & Rail, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fence Contractors.

Complaints

This profile includes complaints for Superior Fence & Rail, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Superior Fence & Rail, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/26/2023

      Type:Product Issues
      Status:
      Answered
      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.
      Job was installed July 13th 2023, 33% was put down on the $17,000 job. From the beginning with the sales rep (Jake C**) I repeatedly stressed this fencing (two yards) was for a dog boarding business. I made sure it was known it needed to be secure on the bottom as well as the gates. Within the first month (August 7th) dogs had gotten out under the fence from gaps and the front gate would not close. I contacted Doug M****** and he sent someone out the next week to put tension wire down and fix the gate. They left and the gate was still not fixed. I reached back out and they came back out to fix the gate. On September 12th the gates were not closing and able to be locked, again. I reached out to Doug (for the third time) and he sent someone back out to fix the gate. I mentioned I wanted different gates, as these were clearly not working for us. I offered to pay the difference. When someone came out the last time he said the gates were not installed correctly, the middle gate has a huge gap under it and should have never been placed there as well as needed PVC that he did not have at the time. I have had to put barriers so small dogs cannot get under the gate. Today (November 26th) I had a boarder (50lb) dog jump up on the gate and it completely swung open and the dog ran out. I do not know how many times I had stressed this beforehand and was assured these gates were sturdy and able to securely hold dogs in. At this point, I am tired of reaching out to the local Superior fence & rail as nothing seems to be fixed, only temporary fixes.

      Business Response

      Date: 11/27/2023

      I am very sorry to hear about the situation that this customer is experiencing with their fence. Each Superior Fence and Rail is independently owned and operated. The names mentioned in the complaint isn't anyone that works in my office.  Based on the area code of the customer, it is possible the customer is in the Tennessee area. My office is located in Oviedo Florida. It is unfortunate when a complaint is submitted under the wrong location. This effects negatively on the business. Please redirect the issue to the proper office so it may be addressed by that location. 

    • Initial Complaint

      Date:10/21/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Contacted the company to repair a fence at my home. Was given a quote from pictures and paid a deposit of $419.50. A week later received a letter in the mail wanting a signed letter guaranting payment for work. I never got a chance to sign the letter to mail back. Never received an update when the repair would be completed. A random Superior Fence person came to my house while I was at work requesting to repair the fence. I only spoke to the person because I could see them on my ring doorbell. No appointment or notification was given about the repair. I call the company and explained that I never received a notification and no appointment was ever set up. I told them that was very unprofessional and bad business, and I wanted a refund of my deposit. They stated I will get my refund back in a check of $69.50. The company was charging $350.00 travel fee for the worker coming to the house without setting up an appointment.

      Business Response

      Date: 11/18/2022

      Business Response /* (1000, 5, 2022/10/24) */
      Hi *******. I hope this message finds you well. This is Chris with Superior Fence and Rail of Oviedo. Each Superior Fence and Rail is independently owned and operated. Upon investigating your claim, it appears that you have logged a complaint under our office. We do not service the area for which you live. I called the Polk County office and they informed me that you have been dealing with the Superior Fence and Rail of Polk County. They may be reached at**************. I am forwarding your complaint to them. I would hope that you will redirect your complaint to the correct office so that the necessary folks may get involved and address your concerns. We take customer service extremely serious. It is unfortunate when a complaint is inadvertently logged to the wrong office. It impacts the choice of potential customers who may not select us for being misrepresented in a negative light. If you have any questions or concerns, or if I may be of further assistance, my office number is************** I hope you have a wonderful day.

    Superior Fence & Rail, Inc. is NOT a BBB Accredited Business.

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