I was excited to finally purchase a vinyl fence from Superior Fence & Rail. My salesperson, Frank,…read morewalked me through the process, and I signed the contract with the understanding that my custom-cut fence would arrive in about four weeks and be installed shortly afterward.
After waiting six weeks with no communication, I called the office and was told the wrong color fence had been shipped. No one had contacted me to explain the delay. Instead, I was asked if I wanted to keep the incorrect color. After seeing a photo, I declined because it did not match my home. Later, Zach, the manager, mentioned they had to pay to ship it back, making it feel as though I was somehow responsible for their mistake.
When installation day finally arrived, I discovered both gates were only 4 feet wide instead of the 5-foot gates I ordered. To make matters worse, the gates were crooked, and one of them would not even open. After speaking with Zach, he agreed to order the correct 5-foot gate at no additional cost, which should never have been a question since it was correcting their error. Once again, I had to wait for the gate to be built and shipped.
After hearing nothing, I had to call the office yet again for an update. During that conversation, I expressed my frustration with the repeated mistakes and lack of communication. Zach responded by saying he "needed to draw a line in the sand" because I was making things personal. I explained that I was simply the customer and should not have to repeatedly call to find out the status of a product and service I had already paid for.
Today, August 5, 2026, my 5-foot gate was finally installed. I called Zach because he had previously said we would discuss a discount once the project was completed. He returned my call and offered only a 5% discount. When I asked to speak with the owner, he told me, "That's not how it works. I'm the final say." He asked what I thought would be fair, and I said I believed a $2,000 to $3,000 discount would better reflect the months of delays, repeated mistakes, poor communication, and inconvenience. He immediately said there was no way he could approve that because the company would make nothing on the job.
The issue has never been about the money alone. It has been about customer service and accountability. Every delay and mistake throughout this process was caused by the company, yet I was the one who had to continually follow up and push for answers.
A company can make mistakes, but how they respond is what customers remember. Unfortunately, my experience with Superior Fence & Rail was disappointing from beginning to end, and because of that, I cannot recommend them.
