Our Customer Service Promise
When you work with Superior Fence & Rail, you will always feel like you are more than just a number. Working with our team will make you realize how much we value your property, privacy, and tranquility. As soon as you get in touch with us, you are more than just a customer; you are an integral element of our strategy.
When you share your goals for improving your property with a new or replacement fence, we listen intently before discussing fences. Then, to make sure our fence installation process is clear, our team keeps you informed, explains the “why” behind our recommendations, and makes sure you always know what’s next.
Our Commitment to You
By bringing a fence company onto your property, you are giving them access to your home, your family’s daily routine, and your personal space. Instead of treating you like “just a job,” we work hard to earn your business and trust by providing reliable service, dependable products, and guaranteed support for our work.
When you choose Superior Fence & Rail, you can expect:
- Direct responses, defined schedules, and genuine advice backed by knowledge and years of fencing experience – even if it involves proposing a more budget-friendly choice than what you initially considered.
- Detailed, transparent estimates that outline every cost individually, ensuring there are no unexpected fees or surprises during the project.
- A mindful team ensures your children’s and pets’ safety, closes gates, and picks up debris behind themselves so you don’t have to.
- A truly valued relationship that continues after the truck leaves; you can still contact us if something needs adjusting.
How We Communicate and Respond
No one enjoys entering into an agreement only to feel abandoned afterward. You deserve to feel confident and always informed about your fence. We believe that open communication is the key to avoiding any misunderstandings as well as building confidence and trust.
Here is how we handle communication:
- Fast responses. Usually, the same business day, and if there is a delay, you will be kept in the loop.
- You will have one direct point of contact. With that person, you’ll always know what to expect and if there are any project issues.
- Our team will provide detailed solutions and necessary actions to ensure your fence is the best available to meet your needs.
- We provide regular updates on your project, including weather-related delays and materials, so that we can provide a transparent timeline.
- We will contact you with your preferred method at a time that suits your schedule, not ours.
- Solutions that take into account your concerns, answer your questions, and point you in the right direction.
Your Project, Step by Step
Getting a fence should not feel mysterious or stressful. You should always know what is happening, when it is happening, and why it is happening on your property.
A typical fencing project with Superior Fence & Rail looks like this:
- An estimate is provided after we discuss with you all the details of your fence and measure your property for accuracy.
- We will discuss materials, styles, heights, and color options that not only fit your home but also work within your HOA guidelines. We also are familiar with your area’s fence permitting requirements, so your fence will be installed correctly and to code.
- We will schedule a realistic installation date based on your needs and fabrication timeline.
- Installations usually take only one day, depending on your property size. Our team will arrive as scheduled, provide you with an outline of your plan, and leave the job site tidy upon completion.
- When completed, we will have a walkthrough to review the details, gate operation, answer any questions, and only sign off when you are happy with the results.
What we need from you:
- The property surveys and HOA rules that need to be followed. We’ll look at each other’s plans to make sure your fence is built correctly and gets the all-clear the first time.
- Make sure that our team can get to the area of fencing where they will be working. This includes moving cars, outdoor furniture, plants, and other yard items that might be in the way.
- A quick conversation ahead of time about pets, kids, or any special concerns so the crew can plan around your day-to-day life.
Warranties, Quality, and Fixing Problems
Even with the best planning, outdoor projects can throw unexpected challenges your way. Soil settles, storms roll through, hardware loosens, or a section needs adjusting. What really matters is what happens once you notice something is off.
Our workmanship and product warranties are there so you are not left dealing with that alone. Instead of ignoring your needs, we aim to keep the warranty process as simple and straightforward as possible.
Here is how it works when you need help:
- You contact your local Superior Fence & Rail office with a short description of the issue and, if possible, a few photos—whether it is a leaning section, a gate that will not latch, or otherwise.
- The team reviews what you provide and, if it is not clear from the pictures, schedules a visit to your property and the proposed enclosure area in person, rather than guessing over the phone.
- You are told what will be done, who is coming, and when they will arrive, so you are not left wondering if help is actually on the way.
- The goal is not just to “check the warranty box” and move on, but to make sure your concern is heard, taken seriously, and resolved in a way that respects your time and your home. When you know you have industry-leading warranties to protect your investment, you can rest easy.
Trust, Reviews, and Long-Term Support
A fence is something you see every time you pull into your driveway, so it needs to look good, last, and be installed by people you know you can trust to have on your property. That is why reviews, ratings, and word-of-mouth are treated less like marketing and more like a running report card on how well we are really taking care of customers.
The customer service philosophy is built around a few simple ideas:
- Make it easy for people to share honest feedback—good, bad, and everything in between—and use it to improve communication, scheduling, and how fence projects are handled.
- Highlight real stories from homeowners, like the crew that squeezed in a last-minute adjustment before a backyard birthday party or the office that walked a nervous client through HOA approval they had been dreading.
- Stay available after the last invoice is paid, whether you need a minor repair, a matching gate later, or just straightforward advice on caring for your fence in your climate.
- From your first question to years after your fence is installed, the goal stays the same: deliver service that truly earns the name “Superior” at every step—not just on installation day.
