Whiting Iron The Great Gate Company

I have reviewed the response made by the business in reference to complaint ID [redacted], 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 wife. Likewise, no phone message. At the first contact with Crystal, there was no indication that the paint was not stock. I 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 charge. I need the paint and am willing to pay. We had an earlier situation where we placed an order for a gate and gave a deposit. We were told a delivery and install date. We 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.

We have contacted the customer and have fabricated new posts for him. They will be installed on Monday the 30th of November. I have conversed with the custome multiple times and he has accepted our fix and indicated that he is happy with the resolution.

We completed all issues Mr. [redacted] had discussed with us on 5/5/15.  According to discussion with customer, all concerns were resolved.

I have...

reviewed the response made by the business in reference to complaint ID [redacted], 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 gate. He 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 center. He fixed the initial and on going problem with the gate. Not just so the gate would open and lock. His professionalism is what we and Great Gates needed to resolve our issue with our gate's repeated malfunction. All that needs to be done is the painting of the rusted areas and new anchor bolt covers. I hope now my wife and I can truly be proud of our beautiful gate.     Regards,David Brogan

We have Mr. and Mrs. [redacted] 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 [redacted].  As soon as the touch up is available, we will deliver it, 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.

Mr. [redacted] placed his order 19 days ago.  On May 23rd, Mr. [redacted] 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. [redacted] indicated he'd like to cancel his order.  Per Mr....

[redacted]'s request, we processed his request, informed all the departments working on the order, and gave the information to Mr. Whiting, who cut him a check.  We refunded his deposit and sent out the check on Wednesday, June 1st, and informed Mr. [redacted] at the time.  The following day, Thursday, June 2nd, Mr. [redacted] 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.

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. [redacted] that the check was sent on Wednesday and will arrive within the variances of the post office delivery system.

I have reviewed the response made by the business in reference to complaint ID [redacted], 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 wife. Likewise, no phone message. At the first contact with Crystal, there was no indication that the paint was not stock. I 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 charge. I need the paint and am willing to pay. We had an earlier situation where we placed an order for a gate and gave a deposit. We were told a delivery and install date. We 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.

I have...

reviewed the response made by the business in reference to complaint ID [redacted], 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 gate. He 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 center. He fixed the initial and on going problem with the gate. Not just so the gate would open and lock. His professionalism is what we and Great Gates needed to resolve our issue with our gate's repeated malfunction. All that needs to be done is the painting of the rusted areas and new anchor bolt covers. I hope now my wife and I can truly be proud of our beautiful gate.     Regards,David Brogan

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.

Better Business...

Bureau:

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,

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 normal 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 04/30/2013.  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 maintenance. There 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.

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

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.

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.

From the company's response, it does not appear my complaint was read in its entirety. First of all, I did not receive a copy of the warranty. See attached for my proposal which has nothing on the back. I was never told that the gates should not get wet...if I had been told this, I never would have purchased this product. The gates cannot get wet? This seems strange in considering they are outside gates. Clearly, the coating is cheap or, it was sprayed on sparsely and poorly. In 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 3 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 gates. Secondly, the gates were not exposed to excessive water. Occasional 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 occurred. I 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 problem. In fact, the owner never even responded to our attempts to discuss this issue. Shame on this company!!

255);">Good morning. I am writing you in regards to complaint # [redacted]. I have contacted the customer and have made arrangements to take care of her complaint. The work will be completed this afternoon 1-14-2014. Please let me know what documentation you may require to show that the customer is satisfied and so that the complaint will  not appear on our profile. Thank you for your assistance. Have a great day.

This Company has a BIG Communication Problem

There 3-4 week lead time is a JOKE,

Cancellation after Cancellation

20 Minutes before an Install called and Cancelled