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:06/04/2025

  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.

  hired this company to install a fence back in Jan. **** them the $10k deposit they asked up front. I was originally told we could get a fence in by end of Feb but we were held up by permits and a survey. Fine. however it took them TWO months to get a survey done and the only reason why it was even completed was because I called the survey company to get ONE drawing delivered. If I had not im sure superior would have done nothing. Next was a city permit which required just a couple written items and one check. I even prepared my written statement as soon as I knew about it and they just had to deliver these to the city in march to review. for 6 more weeks, they lied about making these deliverables and so I never got the meeting about my fence like I was supposed to. These were SIMPLE tasks that I couldve done in a week and it took them almost 4 months. A fence i was supposed to get in feb would not even be ordered until June. If they cant even get a survey done and get one permit, I cant imagine them installing a $20,000 fence right. Incompetency is one thing but the fact that ive reached out mulitple times to get a refund and have not given a single call or email to rectify the matter means they are clearly thieves and trying to steal my money. Not only did they send me empty promises on delivery dates but they were extremely bad at communicating. I have MANY many emails that were left unread for days, sometimes weeks and if I had not continued to email/call, I would probably never see a fence.

  

  Business Response

  Date: 08/20/2025

  I cannot attached enough documents to fully respond to the claim. The first provides a detailed timeline of the interactions and work we put in on this project. To access the rest of the documents and materials, please use our ****** drive link: ***************************************************************************************

  6/19/2025
  
  ***** ***** Complaint
  
  Complaint No: CC-2025-06-****** ***** *****
  
  Timeline
  
  9/25/2024 - *** ** appointment with Salesperson, ****** **********
  9/25/2024 - Quote provided to *** **
  10/2/2024 - Follow quote created and sent to *** **
  1/30/2025 - *** ** signed fence contract and paid deposit in the amount of $9,828.38 via
  credit card
  1/31/2025 - ****** Huez emailed ***** asking for a copy of their property survey
  1/31/2025 - Permit application submitted to the City of Town & Country
  1/31/20255 - ***** **** emailed ***** to confirm which trim style they want on their new fence
  2/4/2025 - permit application denied as is, ****** reached out to the City of Town & Country to
  understand why the permit was denied and understand what is needed for a Board of
  Adjustment meeting to apply for a variance
  2/11/2025 - ****** spoke to ***** with an update from Town & Country. They needed a new
  property survey
  2/12/2025 - ****** ordered new property survey from THD $600
  2/28/2025 - ****** emailed **** with the City of Town & Country asking him to complete a
  rejection letter outlining the details of why the permit application was denied. We learned that
  the survey needs to show the location of the proposed fence.
  3/3/2025 - ****** emailed THD asking to get a property survey to show the proposed fence
  location.
  3/10/2025 - ****** emailed THD asking for an update on the survey with the proposed fence
  location.
  3/19/2025 - ****** emailed THD again asking for an update for the property survey with the
  proposed fence location. ***** emailed back with the proposal to get the property survey with
  the proposed fence location. This was an additional $300.
  3/20/2025 - The address had to be revised and ****** signed that proposal to get the property
  survey with the proposed fence location done.
  3/31/2025 - ****** emailed THD to get an update on the property survey with the proposed
  fence location.
  4/1/2025 - ***** with THD responded saying it was currently benign drawn up and it would be
  sent over in the next couple of days. ********************* checked in on the status of the property survey with the proposed fence
  location.
  4/9/2025 - ****** called, left a voicemail and emailed to get the status of the property survey
  with the proposed fence location explaining its importance. ***** with THD responded saying
  the property survey with the proposed fence location was in review and ****** would have it by
  the end of the day.
  4/9/2025 - ****** offered to come pick it up at THD at 4:25pm. ***** emailed ****** at 4:54pm
  saying she had not received the completed property survey with the proposed fence location.
  4/11/2025 - ****** called and emailed THD to get the status of the new survey. ****, with ***,
  responded to the email saying she would bring the survey out herself. ****** emailed ***** the
  new property survey with the proposed fence location. ****** emailed **** the documents
  needed in order to receive the rejection letter.
  4/14/2025 - Superior received the rejection letter from **** at the City of Town & Country
  4/18/2025 - ****** emailed ***** an update with the city and to present ***** with material
  options that could arrive quickly after the meeting approves his fence, since ***** wanted the
  fence to be installed as soon as possible.
  4/22/25 - ****** dropped all the documents off for the May Permit & Variance meeting. She
  arrived 5 minutes after they closed due to an accident and stuck in traffic. ****** called the City
  of Town and County 10 min before closing to confirm that the documents would be reviewed at
  the May Permit & Variance meeting. The gentleman on the phone told ****** that he would
  date the documents 4/22/25 to make sure everything would be reviewed for the May meeting.
  5/3/2025 - ***** emails ***** again to confirm his fence style stating that we want to be poised
  and ready to order the material just as soon as the permit & variance are approved
  5/5/2025 - ****** physically went to the office of the City of Town & Country to figure out why
  the documents were not reviewed at the May Permit & Variance meeting after receiving an
  email from ******.
  5/13/2025 - ***** initiated a chargeback through his credit card provider for the entire deposit
  amount
  5/20/2025 - Superior received another rejection letter from the City of Town & Country because
  they did not keep their word about accepting our application
  5/20/2025 - ***** demands a refund on the project
  
  
  

   

   

• Initial Complaint

  Date:08/16/2024

  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.

  We moved in 8-9 years ago and our vinyl H3330**303738363232**H was ok. We noticed recently that some of the attachments are pulled out of it. They did try to straighten it out, it was about an hour&#**;s work but the contract we have with them said we owe another $634.00.Our contract was for them to install a H3330**303738363232**H and they did not do it.We would like a refund.

  

  Business Response

  Date: 09/04/2024

  I went back out to the home on 8/27/24 with a check for a partial refund for $317.00 
  The fence was re-secured, because if one post would have been pulled 
  out, due to the way it was originally installed it would
  have caused more damage and destroyed the entire fence. Consumer seems
  to have been pleased with the results afterwards. Should BBB have anymore questions, I am available.

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/10/2024

  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.

  The installation of my fence was started on 9/20/23, they completed the installation on 9/22/23. I was told by Supervisor ***** if I notice any problems to contact them, also according to the contract I have a 3 year warranty. They have not honored their commitment to the warranty. I started calling them on 11/9/23 and continue to call to see on several occasions to see when someone would be coming out to address all the problem. They had me to label all the areas of concerns with paint tape, which I did. On 12/6/23 I got a call from supervisor ***** who said he was in the area and wanted to know if he could come by, ***** and another guy came and they only addressed a couple issues and they broken some caps on the panel. ***** said they would be back later on that day or tomorrow. Eight days later the 14th I called ***** and he said he would be out first thing in the morning. As of today I have not heard from them even after leaving several messages. I sent an email to ***************************** General Manager on 12/19/23. I sent a LinkedIn message and email to ********************* which my research shows he is the owner . Neither one has responded. The address on my contract is ******************************** *********************************************************** ************

  Customer Answer

  Date: 06/03/2024

  To whom it may concern:

  
  

  The company came out and resolved the issue. 

  
  

  Thank You

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