Whiting Iron The Great Gate Company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is as good as it can get Basically I have a new screen for the door but I am unhappy with the way it looks and fits the door The manager told me that this is how it has to beI will consider this complaint resolved Regards, [redacted] ***

We had a scheduled service call for the [redacted] to check the issue After our General Manager examined the site, he found an anchor had come loose He reset a new anchor and resolved the issue Customer relayed that they were satisfied

Our General Manager has met with the [redacted] on-siite and discussed their issues He has them scheduled for a service stop today, Friday, October 24th, to resolve their concerns

From the company's response, it does not appear my complaint was read in its entiretyFirst of all, I did not receive a copy of the warrantySee attached for my proposal which has nothing on the backI was never told that the gates should not get wet...if I had been told this, I never would have purchased this productThe gates cannot get wet? This seems strange in considering they are outside gatesClearly, the coating is cheap or, it was sprayed on sparsely and poorlyIn fact, the man who the company sent to look at the gates in June stated, " if there were any holes where water could get in, there would be rust." Aside from this, the company's advertisement (attached) states "added thickness and durability that protects from environment, rust and discoloration." After years, the attached photos are what the gates should look like with such a wonderful product? Hard to believe and very sad given the amount of money I spent for these gatesSecondly, the gates were not exposed to excessive waterOccasional misting and hosing down of the area should NOT have caused this rusting...if the gates had been sufficiently coated with a quality product, this would not have occurredI purchased iron lawn furniture from a patio company that is coated with a quality product..no rust several years later!! Lastly, I was never offered a service to fix this problemIn fact, the owner never even responded to our attempts to discuss this issueShame on this company!!

General Manager was in contact with customer during time complaint was issued Continued to work with customer Customer relayed they were satisfied Had originally had concerns with screen frame reveal, but understood fabrication after working with us

The mail came for June 3rd and no check, this is not the way to do business All we want is for them to return of deposit

Our warranty for the powder coat is clearly stated in the attached warranty, which is on the back of every proposal issued The warranty, as stated, is for two years This is the industry standard which all ornamental iron manufacturers offer Under conditions, the powder
coat finish will last much longer than that However, specific conditions can and will affect the finish.The gate in question is over there years old and therefore is no longer covered in the warranty The customer stated that they called our office and an employee told them it was still under warranty, which is very unlikely as that is specifically part of our procedures and training The sale date, as shown in our system, and also indicated by the customer is 04/30/ Three years after the sale, the customer called for service We sent one of our technicians out as a courtesy call, at no charge, and he discovered a couple of small areas of rust Upon review of the site and customer's cleaning and usage, he determined that the gate is hosed off regularly and exposed to a misting system Both of these activities would accelerate the onset of rust, as is stated and warned against in our warranty At that time, the customer was advised that those small areas could be cleaned, sanded, and coated with the industrial touch up paint provided by the powder coat manufacturer for maintenanceThere would be a small service fee for the service as the order was out of warranty The service was declined and not performed.Additional free service or remediation of this issues will not be provided due to the warranty period expiring and the repetitive water exposure We can offer paid resurfacing of the order if the customer wishes

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. Whiting Iron’s response only acknowledges two of many issues in this ordeal, and they minimize those two issuesThe composite wood was more than “lightly scratched,” it had numerous large scuffs and scrapes on the front, the metal frame was scratched as wellMost of the concrete “overflow” as they proclaim has already been cut away to allow for a new gateDepending on placement and size of a different post, a small amount may still need to be removedChiseling was not discussed by the installer, only the use of a jackhammerI have received the refundThis complaint resolved
Regards,
Cyd F*

Revdex.com:I have reviewed
the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Great Gates wanted to come out and repair our gate immediately, only after I contacted the Revdex.com My wife and I were glad that the General Manager came out to see what was wrong with our gateHe found the on going problem (an anchor came loose on the other side of the gate) retighten both and putting another new anchor in the centerHe fixed the initial and on going problem with the gateNot just so the gate would open and lockHis professionalism is what we and Great Gates needed to resolve our issue with our gate's repeated malfunctionAll that needs to be done is the painting of the rusted areas and new anchor bolt coversI hope now my wife and I can truly be proud of our beautiful gate Regards,David Brogan

We completed all issues Mr*** had discussed with us on 5/5/ According to discussion with customer, all concerns were resolved

The check was put into the locked mailbox for pick up on Wednesday, June 2nd, as indicated Depending on the mail carrier's schedule for that day - which varies - the mail went into circulation that afternoon or the following morning Mail can take from one to three business days to move from sender to addressee Once the check left our offices, the delivery of the check by the post office is going to follow standard post schedules We can assure Mr*** that the check was sent on Wednesday and will arrive within the variances of the post office delivery system

We have Mrand Mrs*** touch up paint on order It is not a stock color with the manufacturer and they only produce the touch up when there is enough demand for it As we are the only company with a standing order for the touch up, the manufacturer has continued to inform us the
touch up is back ordered and are not able to give us an exact delivery date We have apologized and explained the situation to the *** As soon as the touch up is available, we will deliver it, free of charge

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
To address the apology, there has been no contact by the company with either myself or my wifeLikewise, no phone messageAt the first contact with Crystal, there was no indication that the paint was not stockI was told it was stock and given the delivery date.Seems to be a lack of communication with those who answer the phones and those who fill orders.I am not looking for the paint to be free of chargeI need the paint and am willing to payWe had an earlier situation where we placed an order for a gate and gave a depositWe were told a delivery and install dateWe finally got the gate several months late.Finally, I got the production manager to agree to a date after I told him I'd contact Revdex.com and file a complaint

Mr*** placed his order days ago On May 23rd, Mr*** asked after the possibility of a custom powder coat mix After learning that a custom color was not available in the specs he wished to change to, Mr*** indicated he'd like to cancel his order Per Mr
***'s request, we processed his request, informed all the departments working on the order, and gave the information to MrWhiting, who cut him a check We refunded his deposit and sent out the check on Wednesday, June 1st, and informed Mr*** at the time The following day, Thursday, June 2nd, Mr*** called into the offices and was hostile to our receptionist, Crystal, accusing her of lying about sending out the check as it wasn't in that day's mail She reassured him that the check had been sent the day before, as we had stated, and that mail generally took an additional day of transport between locations

Our warranty states that our powder coating is covered for two years.  We also are clear on environmental factors that are not covered.  We would be happy to service the gate, as we told the customer, but the warranty expired in 2016; there will be service fees.  Our warranty is shown...

on all our estimates and invoices.

Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is as good as it can get.  Basically I have a new screen for the door but I am unhappy with the way it looks and fits the door.  The manager told me that this is how it has to be. I will consider this complaint resolved.
Regards,
[redacted]

We have refunded Ms. F[redacted] deposit, per her request.  She is correct that a few of the composite wood boards in her gate were lightly scratched in transport.  She is also correct that we indicated the need to chisel concrete away from the base of her masonry pillar.  The concrete...

in question wasn't the footing, but overflow into the gate opening.  It interfered with the installation of the gate post against the masonry pillar.  We offered to replace the damaged boards, but Ms. F[redacted] indicated she'd prefer the refund, which we've done.  We wish her the best moving forward with her project.

All our proposal forms are two sided.  We apologize if there was a printing error that would have impacted Ms. [redacted]'s proposal copy.  Besides the printed warrantee, our office staff and consultants inform customers about the specific warantee duration and coverage.  We use Cardinal Powder coatings as a supplier for our powder.  The process of powder coating is industry standard for application and durability.  Wrought iron is not a rust proof material.  We powder coat expressly to provide the best coating available.  Our technicians are familiar with the way a powder coated item will respond in a variety of environments.  Through the free on-site assessment, our tech ascertained that the exposure was the issue in the item's condition.  The cracks and small holes our tech referred to are normal micro-fissures in the weld joints - not visible holes or cracks.  All our products will respond in keeping with industry standard or better pertaining to normal moisture exposure.  All locations have a specific micro-climate that will produce results that vary per location, as the environment determines.A gentleman met with the owner in our offices in August concerning this complaint.  Mr. [redacted] offered to re-powder the items if they'd like to drop them off at our location, free of charge.

Our General Manager has met with the [redacted] on-siite and discussed their issues.  He has them scheduled for a service stop today, Friday, October 24th, to resolve their concerns.

We had a scheduled service call for the [redacted] to check the issue.  After our General Manager examined the site, he found an anchor had come loose.  He reset a new anchor and resolved the issue.  Customer relayed that they were satisfied.