Superior Fence & Rail of Arkansas

Response from the owner · 2026-10-09T21:31:26Z

Thanks for the great review, Jim. We are glad Ernie could respond the same day and that you were pleased with the new gate, installation, and our team's service. We appreciate your recommendation and kind words. We look forward to helping you again if you need us.

Response from the owner · 2026-09-16T21:31:26Z

Thank you, Samantha! We're so happy you love your new fence. Ernie and the whole team appreciate your kind words and are glad the process felt professional and patient. We truly appreciate the 100% recommendation and are here if you need anything else.

Response from the owner · 2026-09-16T21:31:26Z

Thank you so much for the outstanding five-star review. We’re thrilled our planning, communication, and installation met your expectations and that our team could overcome the unique challenges on your property. We’ll be sure to pass your special thanks along to the sales rep/project manager and to Leo, Christian, and Malicio, and we appreciate you recognizing their hard work. If you need anything else, please reach out; we look forward to helping with future projects.

Response from the owner · 2026-09-16T21:31:26Z

Thank you for reaching out. I, personally, as the General Manager have attempted multiple times to work with you for the best solution to this issue. Everyone here cares very deeply for the customers we service and that the product we build is of Superior quality. The current employees here at Superior Fence & Rail of NW Arkansas are all completely different from who was here when the original fence was built, and so unfortunately we can only go off of the information we've received from you at the beginning of this year. When you reached out in January, I personally addressed the warranty claim with you over the phone and via text and set up a time for me to come out and look at the fence with you to see what could be repaired. After a time was set, I arrived and you did not meet me there to go over the fence. I spent two hours on site attempting to reach out to you while also looking over the fence for what could be fixed as a warranty. Since you were no longer answering the phone, I shifted to text messages and let you know what issues I saw and what could be covered under warranty. This is a wood fence, for reference, and wood fences do require maintenance to help prevent warping (which is also a document we provide with our contract when we sell wood fences because we want you to know what you can do to make your fence last as long as possible). The only text that I received in return was, "Repair what is warranty." We immediately sent our warranty team to make repairs on what was warrantable, and then we also replaced some of the warped material (not warranty) and put in new fasteners at several 2x4 and Post sections to tighten the fence back up (not warranty) all for free in the interest of trying to help make things right. I let you know what we did and was never able to get a response at that time. Recently you reached back out again, so our team came back out to look at everything and listen to how our old team did not meet the expectations that we have for our company--which we agreed with. Your demand was that you get a brand new fence for free. We worked together internally to find what the best solution we could come up with that is fair to both you as the customer and us as a company. When I attempted to talk to you about a compromise, you hung up on me and would not return any calls or text messages. At this point, I've offered to rebuild the fence at Cost--no profit, and for transparency willing to break down exactly what goes into that cost. My hope is that responding here will re-open communication between us so that we can provide you a fence that we can all be happy with. Ultimately, I am sorry for the experience you had before we were here and I'm also sorry that the experience you've had with us this year has not met your expectations. We still want to fix this situation for you and are open to communication and compromise as soon as you are. You have my contact information, but feel free to call and ask for Aaron specifically and I will happily work through this with you. Thank you.

Response from the owner · 2026-09-16T21:31:26Z

Thank you, Christine! We’re so glad you love your new fence and that your neighbors are enjoying it too. It was a pleasure answering your questions, and we’re happy the price and quick installation met your expectations. We appreciate your recommendation.

Response from the owner · 2026-08-16T21:31:26Z

Thank you, Lacey, for the wonderful 5-star review. We’re so glad Ernie and the team made the process fast and straightforward and that your new cedar fence and upgraded gate look and feel more durable. We appreciate you trusting us with the replacement and your kind words about our service. Please reach out anytime if you need anything else.

Response from the owner · 2026-08-16T21:31:26Z

Corey, thank you for the fantastic review. We’re thrilled our crew met your expectations and that you’re pleased with the craftsmanship and completed work. We appreciate you trusting us with your project and please contact us if you need anything else.

Response from the owner · 2026-08-16T21:31:26Z

Thanks for the great feedback, Nancy! We're glad to hear that our team met and exceeded your expectations with your handrail project. Your satisfaction is important to us!

Response from the owner · 2026-08-16T21:31:26Z

Thank you so much, Karma! We appreciate your kind words about our team and are glad that the process was clearly explained to you. Your recommendation means a lot to us!