Complaints

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• Initial Complaint

  Date:06/11/2024

  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.

  My wife met one of the estimator named ***** for replacing our garden gate. My wife described what she expected the gate needed to be done to Mr. ****** this included gate keypad attached to the gate and ***** said that he would send his people to do exact the same job as we expected. It cost $2000 for the service and we deposited $1000. When they finished the first installation, we were very unhappy because the door open to the outside instead of inside, the gate was too high, and there was no security key lock or keypad lock like ***** promised. There was no security at all that the amazon delivery guy could walk in and out easily to our property. ***** came back and apologized for the workmanship and promised to fix the gate right. The second time they fixed, they still did not follow what we expected the gate needed to be done. The security was the biggest thing because the door lock was so weak that everyone could come inside with just pressing the button or even kicking the door. My wife had to come back to ******* for 2.5 months because her dad passed away, so she had told them to delay the problem until she came back. When my wife came back from ******** we came directly to company office to complain and showed them vivint video where a strange guy could press the button and the door was opened. At that point, we not going to pay them the remaining amount because they did not do the job right and refused to remedy the project as we first agreed upon. The estimator ***** was hiding and did not pick up the phone or text us back to solve this problem. The lady named **** who had responsibility for this project was also hiding. Their office kept sending the bill to us instead of fixing their mistake. This company only want to get money and they don't want to take responsibility for what they have done. This is an incomplete lists of all complaints and that we are happy to discuss those detail when you get back to us.

  

  Business Response

  Date: 07/30/2024

  Hello,
  When ***** initially met with ************* there were two quotes submitted. One quote was for a more ornate gate with a security combo lock, and the other was for a less expensive basic gate option. She chose the less expensive option at a cost of $1,980. For comparison, the other bid option was priced at $4,690. Both bids were very descriptive with a clear understanding of what each bid would include. The bid that they chose and signed was just a basic wood framed gate that did not include a metal frame or a keypad and keyed lock. After we installed the gate as per the contract, they texted ***** (IMG 3442) complaining that the gate was not what they had expected. We agreed in good faith that the final invoice would be paid if we were to provide them with a new gate that had a metal frame and keyed lock at no extra charge to them. She texted ***** shortly after saying she was happy with the newly designed gate that we installed and that it was exactly what she wanted (IMG 3443),but still was not happy with the gate latching system. She wanted to have a magnetic lock installed like she had on the original gate that was initially replaced, but this option was not included in the bid that was accepted. ***** explained this to them and sent them a new bid to add the magnetic lock for an added cost of $1,290. We did not receive or hear back in regard to the acceptance of this option. It was sometime later when we received communication that the keyed latch that was installed had broken off and they requested to speak with a manager about the situation. I met with them personally, and the main complaint they had was that the gate is not what they wanted (see IMG 3443) and looked cheap and did not include the mag lock that would work with their existing entry keypad and exit door release button. ************* described the type of gate she wanted, which was similar to the other bid option that they did not accept at the beginning. I explained to her that we could install the gate she wanted but not at the same price. I submitted a new bid with everything that she wanted that included the mag lock at a price of $4,880. The deposit that they had already paid would be applied to the new amount if accepted and would not require any additional money down. We feel that we have gone above and beyond what it should take to resolve this issue even to the point of taking a loss. There are three options that we will provide for resolution which are one(1) they either accept the bid for $1,290 to install the mag lock onto the gate that is currently installed, two(2) accept the bid for $4,880 to install a whole new gate that includes the mag lock, or three(3)get a full refund. In regard to their desired settlement, we do not feel that we have any other obligation to fulfill since the original contract agreement was performed in full. 
  
  Regards,
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