Eco Advantage Sun & Security Solutions

I had my door installed a week ago

within 3 days the screen on the door that that was used was pushed away from the frame The company continued to tell me that the screen is not under warranty.I was told it was warranteed against bugs, and it was indestructable.if the 'super'screen can be pushed loose from the frame it is noy bug safe or secure.

the warranty excludes the screen being pushed loose

I have had other screens but never one that could so easily be pushd loose by a 4 year old. this is poor quality regardless of warranty

The door was $1800 and he told me it would cost $2000 to fix

The people are nice until you have a problem they told me to fix it myself ni do not have the tools or strength required. it doesnt stay in!

This company installed my security door Mar. 2012. Several months later the latch would not open the door. They replaced it.... but, Jan. 2014 the latch would not open the door again. I explained that my 84 yr mother was on the outside and could not get in. ECO Advantage advised me it WAS NOT THEIR PROBLEM that it was the only way out for her. I advised it definitely was their problem, as their latch to open/shut the door failed once again since 2012. I called Tuesday morning advising the predicament my 84 year old mother was in and the heartless staff said they could not send anyone out until the following Friday. REALLY?? The ECO Advantage company is worthless and they do no9t carry a good product.

This company installed my security door Mar. 2012. Several months later the latch would not open the door. They replaced it.... but, Jan. 2014 the latch would not open the door again. I explained that my 84 yr mother was on the outside and could not get in. ECO Advantage advised me it WAS NOT THEIR PROBLEM that it was the only way out for her. I advised it definitely was their problem, as their latch to open/shut the door failed once again since 2012. I called Tuesday morning advising the predicament my 84 year old mother was in and the heartless staff said they could not send anyone out until the following Friday. REALLY?? The ECO Advantage company is worthless and they do no9t carry a good product.

I had my door installed a week ago

within 3 days the screen on the door that that was used was pushed away from the frame The company continued to tell me that the screen is not under warranty.I was told it was warranteed against bugs, and it was indestructable.if the 'super'screen can be pushed loose from the frame it is noy bug safe or secure.

the warranty excludes the screen being pushed loose

I have had other screens but never one that could so easily be pushd loose by a 4 year old. this is poor quality regardless of warranty

The door was $1800 and he told me it would cost $2000 to fix

The people are nice until you have a problem they told me to fix it myself ni do not have the tools or strength required. it doesnt stay in!

Review: I went to a home and garden show and spoke with a person named [redacted]. We set an appointment for the following week. I was contacted approximately 2 days before the appointment date by someone named ** who tried to cancel and reschedule due to some "emergency". I declined and requested they make every effort to keep my appointment as my work schedule is unusual and it would be some time before a new appointment could be made. ** replied he would be happy to keep the appointment. ** arrived on time and he took measurements, gave me a quote and I told him that I would contact him later in the day after I had an opportunity to discuss the price with my significant other. I called ** back later that day and we processed the down payment of $700 over the phone. The remaining amount would be paid upon completion of the work. A couple days later ** called and said he wanted to have someone else come and take measurements as he was unsure that his were accurate enough. This person did come as scheduled but said that a gate could not be installed due to a "wobbly" block wall to which the new gate would be attached. The current gate is attached at this same point and it is NOT "wobbly". ** called me with this news and flatly said a new gate could not be installed due to this problem and offered no solution. To say that I was disappointed is an understatement, considering I had already paid them $700! I asked for an me immediate refund and ** told me it would have to wait until Monday ( it was Friday afternoon). I told him that was unacceptable and the process should start as soon as possible. I was contacted by customer service on Monday morning and was told that a refund of my initial payment of $700 would be processed that day. The card I used was an [redacted] card and when I checked on Wednesday 11/6/13 it had been processed as ANOTHER payment. So now I am out $1400 for a product never received and work never done. .Desired Settlement: I would like my money refunded as soon as humanly possible as the bill for the [redacted] Card is coming due very soon.

Business

Response:

It appears Mr. R[redacted] is filing this complaint just to cause a mark on our record. He is just one of those types of people we all have to deal with at some point and I feel sorry for anyone going through life with that type of an attitude. As you can see by the attachment his refund was processed (3) days before his complaint, and I personally notified him and emailed him a copy of the refund slips, attached. In fact he was also mailed a $25 [redacted] gift card as an added customer service detail for the situation.

After our installation technician reviewed the installation site it was determined that his wall was not strong enough to support the gates he ordered. While many companies would have taken the job and installed them anyway, our company has more integrity than that so we refunded his order as he was not interested in having someone correct the situation prior to installation. This is not a service we offer.

Given the attached documentation I will consider this case closed unless I hear otherwise.

Sincerely,

Review: WE purchased a security door and upon installation found the door to be very hard to open because of misfit of door latch. We contacted customer service and the service technician came to adjust the door and we were told the door is operating fine and the door handle was working perfectly. Later we visited the [redacted] and inquired about the ease of the door operation at the show. We spoke to our salesperson at the home show and he told us he would contact customer service on our behalf to have it looked at again. He assured us the door handle should operate smoothly and not drag or stick.

Monday July 29th I received a voice mail message on my home phone that the Service Department spoke to the technician and was told that my wife is frail and has arthritis (which is not the case). I called customer service and spoke to [redacted] advised me he spoke to the technician and was told the door latch is so loose that it rattles in the wind. (not true). [redacted] indicated the door functions perfectly. I asked [redacted] if he had been out to inspect the door. He indicated that he had not but takes the word of his technician that everything is functioning perfectly according to the door specifications. I asked [redacted] if he would send someone else to look at the door and he indicated this would be of no benefit because the technician knows more than any of us about the door operation and has over 14 years of experience in door installation. I told [redacted] they can come and get the door but he indicated they could take it off but won't take it away.

At this point I said thank you and we ended our conversation. I am now left with a door that is very hard to open because the door latch drags on the metal door frame.

My request and complaint is the lack of customer service and appreciation for the customer inquiry about fixing the door.Desired Settlement: Have someone of management come and inspect the door then make necessary corrections to the installation or manufacturing of the door to make it function as advertised and shown in floor demonstrations.

Business

Response:

This might be my second sending to you regarding this customer. I'm not sure if my first response a short time ago was actually sent or disappeared.

There are two attachments with this response. The first one is the Completion Ticket from the initial installation on 6/20/13. You will see on the completion ticket that the customer has signed his initials (just below the balance due) stating that the technician has reviewed all the items in the paragraph with the customer. The first line in the paragraph states "Doors: Lock, lever and key works freely on both sides", to which Mr. [redacted] has agreed with by signing his initials. Also you will see where Mr. [redacted] signed acknowledging the completion of his installation, on the bottom of that form.

The second attachment is a Service Call Ticket which was created when Mr. [redacted] called into our office to say that his wife was having a problem opening the door. We sent a technician to review the installation on 6/28/13 and he responded as written stating that "Nothing I could do, handle working correctly. Lady (Mrs. [redacted]) very small and frail". The fact is that everything was working properly and Mr. [redacted] again, signed the Service Call Ticket below the line stating "Customer Signature of Satisfaction".

On 7/11/13, Mr. [redacted] again called the office requesting someone come out to see if anything could be done because Mrs. [redacted] is still having a problem opening the door. There is no Service Call Ticket on this visit because when he called into the office, [redacted] our customer service rep checked his schedule and found he had a technician in the area. He sent the tech directly to the [redacted] residence between his scheduled jobs to see again if he could do anything to help. He could not, since nothing was wrong.

The fact is that Mr. [redacted] has never complained that he, nor anyone else, EVER had a problem opening the door. Only Mrs. [redacted].

We are great company and always stand fully behind our products and installation. If there was anything we could do, we would be glad to. However; the door they purchased is both oversized and a heavy design and it appears since the door is actually heavier than Mrs. [redacted], she does not have the strength to pull the lever and open the door.

Since there is nothing we could do to change the situation we offered a couple of alternate solutions. One being to add an extension bar onto the handle which might give Mrs. [redacted] more leverage, and another was to remove or tape the plunger on the handle so it would only have to be pushed to open the door and then they could use the deadbolt to latch it shut.

As the owner I am very willing to stop by the [redacted] residence in person, however; since I have a trained crew of technicians I don't see where I could offer anything but good will. That said, with the [redacted]’s permission I will schedule a time to review their door in person.

Sincerely,

Consumer

Response:

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,

I am agreeable for Anthony to come look at the door and advise of a course of action.

David