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Business Profile

Gates

Entry Systems Garage Door & Gates

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:09/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 original purchase was made on March 27, 2024. The installation issue manifested on September 15, 2024, roughly 6 months later. The warranty for issues is one year, so the garage doors were still under warranty.This company does not properly warrant their own work. 6 months after installation, on a Sunday, our garage door failed and was stuck half open. The cables on both sides were twisted around the rod across the top. This business is not open on Sundays so was not available to fix the issue. Note the door was still under warranty.We had no option but to get it fixed, as the alternative was to leave our garage door open all night leaving our valuables unprotected. The fix cost us $450. The business that fixed the issue pointed out 3 places where the installation was poor: tension switch on the right was not installed correctly, cables with many kinks were used on both sides, and the springs were not tightened correctly. We offered pictures of the problems to prove that the issue was with their installation.We assumed that Entry Systems would reimburse us for the situation their installation caused. $450 is not much money at all, especially considering we spent over $8000 on the original installation. A company that cares about customer ********************** would have apologized and reimbursed us for our troubles. Instead we went around in circles with their manager who argued we should not have gotten the door repaired, should have left it broken over the weekend, and that this situation was "unfortunate". Unbelievable.

    Business Response

    Date: 09/20/2024

    We contacted the customer to resolve this and offered to pay the $450. Our accounting department is mailing them a check. Unfortunately, this emergency occurred on a day we were not open (which is listed on our invoices, website, etc.). We understand they needed immediate service & called out another company. We have over 50 years of experience, & they chose to use a contractor with less than 1 year of an active contractors license. We don't believe this new business correctly assessed the situation: the kinks in the cable is a technique used by experienced installers to give the system the opportunity to flex as needed. If the springs had been installed incorrectly, it would have failed within 6 months, as after 6 months, industry standards say it has been ran 700 times, & this was the first time it failed. Installation problems usually surface within the first month. We don't see any sign that this was due to our install and was most likely a user error. Most customers give us the opportunity to warranty our work, but this happened outside of business hours, so we were surprised we were expected to cover an unknown, inexperienced companys bill twice the average price and of the accusations of faulty workmanship. The photos don't show evidence of a poor install, only the equipment after the incident. However, because the customer was in a vulnerable situation we want to make things right and part amicably and have agreed to pay the bill, the first time our company has ever had to do this. The customer emailed us back after this offer and said he understands that things go sideways occasionally & that he would have given us the opportunity to provide service on a Sunday if we had been open & appreciated that we are making things right. We both agree the whole issue could have been avoided if we were able to be open 24/7, but we are unable to staff our business to meet those types of needs and this is rarely needed. 

Entry Systems Garage Door & Gates is NOT a BBB Accredited Business.

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