Complaints

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.

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Original purchase date was 10/3/2019. The gate opener cost was $2400.00, which as you can see on the receipt, included two remotes and a key pad. Also included was a 3 year warranty on the gate opener and labor. For the past year, the gate has opened and closed at random times during the day and night. *****, the supposed owner of this business, came out a few times to service the gate, which never resulted in a resolution to the opening & closing issue. Each time, we were told that he would replace the gate opener with a brand new one if what he did didnt fix the issue (I actually have a video where he is seen making this promise). In the end, as you can see from the e-mails Ive attached, his office completely ignored my attempt in contacting them. ************** also didnt answer my repeated phone calls. The warranty expired on 10/3 this year, so we have been left with a gate opener that malfunctions multiple times per day (and night). Absolutely unacceptable way to run a business! I expect a full refund on this gate opener so that we can look at other options for repair, or for replacing the current defective one.

  Business Response

  Date: 11/21/2022

  We responded to her complaints more than couple of times. We have not received any calls or emails from the customer since last year, so therefor we assumed gate operator was working. I did make a promise on replacing the motor but since we did not receive any emails or calls nothing was resolved. I did let her know multiple times that their were problems with the gate itself and not the motor. I then recommended her to *********************** that went out there and replaced a couple of things that were wrong on the gate and was one of the problems on the gate. **** also mentioned to her that it could be the WiFi and her smart phone opening and closing. He did let me know he disconnected the exit sensor to test the motor and that was not the problem. 

  we only replace  motors when it completely stops working and the customer never stooped working. 

  Customer Answer

  Date: 11/27/2022

  Complaint: 18441923
  
  I am rejecting this response because:
  
  

  In response to Mr. ********************** reply

  As you can see from the emails that were originally attached to my complaint, my last email from 12/15 was ignored.  I did get in touch with ***********************.  He was able to acquire the rollers for the gate.  He came out here and oiled the wheels and replaced the rollers.  After that, I made a few calls to *****, as the gate was continuing to malfunction.  Those calls were also ignored. While **** (and his partner, ******) were out here, I hired them to repaint the wrought iron fence in the front yard.  A few posts needed repaired as well.  I also asked that the old ORIGINAL keypad outside the gate be removed, as it no longer functioned or was needed.  Im doing so, **** inadvertently cut a wire to the exit sensor.  Contrary to what ***** says, that was NOT done in an effort to test the gate opener.  He has since returned to repair that issue.  After all this time, we are still experiencing the random opening and closing of the gate open.  My daughter has reset, deleted/restored the app on both of our smartphones multiple times, to no avail.  We have no issues with our WiFi.  Bottom linePedro promised us a whole new gate opener (not just a motor) and he has not followed through on that promise.  Once again, I have video recording where he is seen and heard making this promise.  My daughter recorded it, as it was not the first time for him to make that statementyet here we are, almost a year later, with no resolution.

  
  Regards,
  
  ***************************

  Business Response

  Date: 01/06/2023

  Good morning, 

  we have not received any emails or calls this year2022 Last time we spoke was Dec 2021 after that she has not called or email to complain about the gate. I assumed it was working perfectly fine if she did not get in contact with us. I have the office phone working all day till 5:00. Other than that we are able to replace the circuit board but she will not be able to use the **** until it is tested for 48 hours. After that if the gate keeps having the same problem we can refund her money back and remove the opener.

   

   

  For any other information please do not hesitate to contact my phone ************ 

   

  Thank you

  Customer Answer

  Date: 01/10/2023

  Complaint: 18441923
  
  I am rejecting this response because:

  The response from the business is pretty much a repeat of their first response.  I initially provided copies of our e-mails from December 2021, and you can see that the e-mails were ignored (twice).  After not getting an e-mail response, I called probably 3-4 times.  Those calls were made in 2022, after we had done what he suggested to correct the issueand the gate opener still wasnt working properly.  I left messages, either with ********* (or whoever it was that answered the phone), or on voicemail.  ************** completely dropped the ball on making sure his customer was completely satisfied.  He passed the buck and made incorrect assumptions.  No follow up with us at all. His original promise was that if the remedies he suggested didnt work, he would replace the ENTIRE gate opener with a brand new one (not just the circuit board). Again, I have a video recording of him actually making this promise.  I would be happy to present this recording to the BBB, but it looks like I can only attach certain types of files to my response.

  
  Regards,
  
  ***************************