Superior Fence & Rail of Lake County

Outstanding fence installation yesterday. Truly "superior" quality materials and installation by "Superior Fence & Rail". Installation team worked through challenges of a heavy rainstorm, and completed the job this morning with the two gates, rail fastenings, post caps and full wipe down. Had 174 feet of fence, six-foot high, six-foot sections, and two gates installed.

I went into contract with Superior Fence & Rail, Leesburg location, on June 2nd. My sales rep, Debbie, told me to expect 6-8 weeks for install. Somewhere around 9-11 weeks, my patience was running thin. I began to call weekly because they did not keep me up to date. When I called, I was polite and just wanted to be the squeaky wheel. One of those calls my patience was thin. I asked for the owner’s information, and they refused. I made a fuss and they put me on “hold”. I could hear everything they were saying in the background. They were listening to music, singing, laughing, and had children in the background. Very unprofessional. Once they were back on the phone, they still had nothing for me. No time, no contact information, nothing. 15 weeks later, still no fence. I called again and they did agree to waive the 25% fee, but I really wanted my fence. If there was a shortage, I didn’t want to go to another company and have the same problem and start off on week 1. I was just tired of not having answers and having to be the one to always reach out to them. 15 Weeks gone by - September 20th – For the first time they (Trina) reached out to me to tell me there is a nationwide shortage and that I was pulled forward to their “priority scheduling list”. I was confused by the email; I was unaware there was a “priority list”. I replied asking if I was in fact being placed on a priority list or if I was in queue according to the date of purchase. I also asked, where I was amongst the list, and when my materials were specifically ordered. As suspected, she replied saying it was based on date. She was trying to make me feel like they were doing me a favor. Also, she failed to acknowledge my other two questions. I again replied saying “Thank you for your response. However, that did not answer all of my questions in the prior email. Can you tell me where I am amongst this list? The installs that are happening now, when did they order? Trying to gauge what I'm looking at to determine if I need to cancel. Also, when were my materials specifically ordered by Superior?“ My email was ignored and never answered. Rude. 18 weeks in – October 8th I called for another follow up. They surprisingly said my fence would be scheduled next week and that someone will call me with the details. 19 weeks – October 13th I had not heard from anyone so again I reached out to Trina. I asked for the details again and also requested a standard waiver & lien release. Trina replied notifying me that the crew would be there at 10am. Again, ignoring two of my questions & concerns. I asked, again in a follow up email and she explained there would be one provided upon final payment. I asked her if I needed to send her a copy of the check so that she may prepare the affidavit. AGAIN my email was ignored. October 14th Crew showed up to install my fence and do the walk through. Not one of them spoke English so that was difficult. I asked if he had the lien release for me and he didn’t understand what I was asking. I called the office and they said I could pay on Friday since Trina failed execute the document I asked for and was out of the office. I continued to explain to the installers where the fence was to go, and we went over where each of my sprinkler heads were. I thought we were on the same page, we were not. My fence was finally installed however there was 60’ of my fence missing along one side! I explained to the installer that I needed a full fence and the reason I showed him where the sprinkler was, was because there was supposed to be a fence there. He said it was out of his hands. I realized Debbie did not quote me what I asked for. I had several quotes so I could understand where the confusion would come. The drawing on the quote was wrong, but also confusing since she had a solid line showing a “new” fence, but her slash marks showing “existing” fence were drawn partially above. The paper she provided for my HOA correctly showed highlighted exactly where my fence would go. I thought we were on the same page. We were not. I believe this error fell on us both. I called the office immediately to rectify the situation. They told me I only paid for 184’ of fence and I’d have to pay for the remaining fence PLUS a change order fee! They were not owning up to any of it being partially their mistake even though I admitted partial fault on my end too. They told me I’d have to get a quote from Debbie so that I can confirm and get the crew back out to my house. I messaged Debbie and she said she would have the quote to me that day. Debbie could not get the quote to me fast enough, and by the time the office called the crew, they already left and were an hour away. October 15th - I never received that quote from Debbie. Again, Superior dropped the ball. I reached out to her again via text that morning without a reply. By lunch I still had not heard from her, so I called and left a message. That afternoon around 4:00 I text her again. She was clearly ignoring me. Do not tell your customers you are going to do something, and then not do it. I had cash ready in hand, ready to pay and she was delaying the completion of my fence. I emailed Trina again asking if anyone else could provide me with the quote so that we could get the crew scheduled back out there. AGAIN, NO REPLY. I called the office and one of the ladies was nice enough to write it out and emailed it to me within a couple minutes. I don’t understand why something so easy took so long. I signed and immediately sent back to them. The crew was scheduled to come back out to my house Monday. October 18th – 8:14am I emailed Trina AGAIN to make sure the lien release would be there with the crew when they arrived. I explained in the email that I had two checks to give them since there was a change order and asked her again if she wanted me to provide copies of those checks, in order to execute the waiver. NO REPLY. 10:30am – I went home for a 15 minute break from work and to my surprise the crew was on site completing the fence. I only had less than 10 minutes to get back to work so we quickly discussed what he was doing. I asked if they gave him the paper. He said, oh yes, and ran to his truck. I ran inside my house to get the checks that were already written. He came back out from his truck with postcards and no waiver!!!!! Again, all very difficult to communicate because the gentleman did not speak English and told me he had no idea what I was saying. He was a very nice gentleman and did excellent work, but something needs to be done about the language barrier. Superior should have at least one crew member on site that can communicate with customers. Frustrated and rushed to get back to work. I just gave him the two payments without the waiver. Later that afternoon Trina messaged me thanking me for the payment and saying the waiver was sent to the courthouse (this is important because I found out later, she lied and sent nothing to the courthouse). It was at this point, I realized she had no idea what I was talking about either! I told her I was confused why she would send it to the courthouse and that didn’t make sense! All I was asking for was a Final Waiver / Contractor’s affidavit showing satisfactory payments have been made. I created my own form and emailed it to her to sign since she obviously wasn’t getting it. She replied talking about something else completely irrelevant to what I was saying. I was so frustrated I didn’t reply. October 19th - I replied explaining to her we were not on the same page and all I needed was the affidavit I sent to her to be completed! I copied and pasted the Florida Statute showing that the contractor is responsible for providing a final payment affidavit to the homeowner. 10:40am - I then called the office to see if I could speak to her instead. Again, she wasn’t available. I explained the issue and she explained to me that the lien release was on the desk already completed, that she called the clerk of court and asked that it be expedited. I asked to speak to whoever Trina’s boss was, and they refused to give me that

It went very well! We needed a backyard fence for our new puppy, so I used Google Maps to search for service providers near me. I called three companies for an estimate and Superior Fence & Rail of Lake County not only offered the best price and quality, but they scheduled an appointment within the same week! After signing all the paperwork, the process was seamless from start to finish: the HOA approval, the city permit, installation day, and the final inspection. We celebrated our new fence with a BBQ and our puppy is just as happy as can be. I'm very happy with the service and the product!

Very well. Competitive pricing and they reviewed all options available with my hoa restrictions

SF&R was great. Debbie was our sales rep and she was wonderful to work with. The professionalism and communication was as you would expect from a company, and during a stressful time deciding who to trust to get the job done right, timely & with reasonable pricing. SF&R was a pleasure and the install team did well. Essentially 2 days total to remove and replace over 200' fence. My family is very pleased.

They installed the fence very fast and went through all figures and any questions I may have had. The staff was very friendly and the fence workers great.

The whole process was quick and easy! Everybody was willing to go as fast as possible and answer any questions we had! Recommend to everyone.

Superior Fence came early out to install a new fence around my property. First he showed me the paperwork and then we walk around where the fence was going to be installed. The whole process went smoothly. They were very professional, knowledgeable, and courteous. My new fence was up and now I can relax and BBQ in my backyard. Thank You, Superior Fence company Edward

Superior Fencing needed to installed a few sections of fencing and gates to complete the fencing of our yard off of the fencing our neighbors had already installed. From the first visit with Debbie ti the installation completed yesterday everything went smoothly and quickly. The installers were professional and kept me advised throughout the installation. I am so pleased with the outcome and so is my dog!

I am so glad we went with Superior Fence and Rail!!! Their bid was well below other companies we looked at...same materials, same quality work....best price in town!!!! Friendly and professional staff!!! I highly recommend them!!

I just got a dog and needed a fence to prevent her from escaping. I received quotes from multiple local fencing companies and Superior Fence & Rail of Lake County stood out from the beginning. They responded very fast despite I changed my mind how I wanted it more than once. Not only the price was reasonable, they willingly gave me the discount with the coupon offered on Angie's list. The person who installed the fence showed up on time and did the excellent job. The payment process was very easy as well. I am very happy that I found this company.

From the very first contact until the job was finished, everything went well and was handled very professionally. The office staff was always very pleasant and honest. The crew that came out was wonderful. They made sure the job was done right. There was no mess left behind. I couldn't be more pleased with this company. After Hurricane Irma, many companies contributed to the problem of getting things repaired. Superior Fence and Rail broke that trend and become a great solution to the problems. I will definitely call them again if I ever have fencing needs.

Great, we were very pleased.

They said they would start on Monday, but never showed up. When I called, they explained the young lady who came to sign the contracts should not have promised that start date as they did not even have the materials in warehouse yet. It took another 2 weeks before they started. They over-built the fence for my needs - I could now keep rhinos should I desire; however I must admit that the workmanship and quality of materials was excellent. They were careful of the 2 plants I pointed out to them, but none of the others; split my irrigation wire and tromped on several sprinkler misters. They did not "finish off" the boards and post nor did they back fill in the posts. When they left I had to dig down and level out 2 of the gate openings in order to open the gates as they were too low to the ground. The main office; however, did say that I should not have done this, they would have been happy to take care of it had they known and they did send someone out that day to go over the project with me. I would recommend them with the caveat that you need to stay on top of them, pin them down to every specific detail and expect to have to deal with the main office. This was not a "hire them and leave them alone" company where you would come home from work to find a beautiful fence with fully functional gates and the project and area cleaned up.

They were very good. They came, did their job and cleaned up. Price was average. Quality was excellent. I've also recommended them to my daughter.

No reply to inquiry

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At across the board great price & service.

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Zero complaints.  My sales rep was John.  He was here early for his appointment to do initial walk and then came back for signing of papers.  They called and scheduled a time, and had to reschedule 1 day due to a major thunderstorm in the morning.  They were out bright and early the next day and did a great job.  Would highly recommend them.