Fencing & Awning, Inc

He sent the first complaint on the 6th, on the 11th we went to his house and added a solar panel. When the remote doesn't work, that's the first thing that goes out when there is a low battery. When there is a low battery the first thing that stops working is the remote. So we took a look at it and checked everything. The battery was still up, we tested it twice and it worked perfectly but we still went ahead and added a solar panel to it because there are some trees in the way and they create shade. Shade isn't good for solar panels. I told him this when I sold the job, if there are some problems with the solar panels because of the trees he may have to move to a 110 system where he would have to bring power from the garage or the house or something like that. So then we got his second complaint on the 18th saying that we were providing the same response we've always given promising to fix the problem with no results but we have been out there to fix the problem. Everytime we go out it works perfect. He says we haven't fixed anything. We went out again and have checked the battery, the battery has 12.83 volts in it the optimum on the battery is 12.6-13.6 so the battery is within optimum operating range. We checked the solar panel and they are putting out 19.35 volts each one. It goes from the solar panel to a charging system/charger and out of the charger is putting out 12.56 volts. The charger can put out any amount of voltage that you need and relies on the battery. If the battery is low it will produce a higher charge if the battery charge is higher it wont put out as much. So then we went accross the street on the other side of the painters van and  on the other side of the out house. The gate is not even in visibility. We were at least 50 feet away. We operated the gate 4 complete cycles and it worked perfect. So at this point I am at a loss for what to do, he can take a chainsaw and cut the trees down but I'm unsure of what to do. It could be operator error because it worked perfect when we were there. If he doesn't believe we were there he can talk to his painter, he'll tell him we were there.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by...

the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This is the same response that the company has always given: promising a fix, but no results. They had somebody come add a part to my gate, but it did not fix anything, and I am still left with a non-working gate that I paid thousands of dollars for. As I stated in my original complaint, my issue needs to be resolved fully and permanently. 
Regards,
[redacted]

At this time we are looking into this matter.

Review: On 5/7/14 I ordered and purchased in full a quoted fence job. We were promised the materials for our quoted fence project 4 times now and still haven't received anything. They are not following through on promises made via email and over the phone about when our order will be available for pick up. I have been in constant contact with the company and am not ma[redacted] any headway. I have asked to speak with the Owner and have yet to be contacted by them. We still have no materials for an order that was paid in full a month ago.

Terrible customer service.Desired Settlement: Discount applied to my order and product availability / delivery by 6/6/14.

Business

Response:

As per the conversation I just had with [redacted], we are responding to the complaint.

We received an order from Mrs. [redacted] on May 7th. She paid for it in full at that time. We placed the order with our wholesaler on May 8th. We did not get her materials until May 22nd. The next day, May 23rd, we dropped Mrs. [redacted]'s gates and fittings off at our powdercoater, located here in Yakima, since this job was a black powdercoated materials only order. We took delivery of them between June 2-4th and delivered them for free to Mrs. [redacted]s home on June 5th. We usually charge anywhere from $50 to $100 dollars for this service.

The problem with this entire job was due to delays that were beyond our control. We were not able to get a discount for materials or powdercoating so we were not able to pass one on to our customer.

I would also like to note that every day, either by phone or email, we were in contact with Mrs. [redacted] daily, even if we had nothing new to report.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business' 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 [redacted] and find that this resolution is satisfactory to me. I still stick by my initial complaint because it took way longer than the quoted time to receive my materials after paying in full. I shouldn't have had to call on a daily to get information on a service / product that was promised weeks before. I have finally received my material and the case may be closed.

Regards,

Review: I had an automatic gate installed in December 2014/january 2015, and the gate has never worked properly. About 80% of the time, it fails to open via the remote control, which is the entire reason we paid thousands of dollars to get it installed. I have been calling, starting just a few weeks after it was installed, to try to get this issue fixed, but my calls are almost never returned, and when they are (either by [redacted] or [redacted]), they promise that someone will stop by within a week to fix my gate, and that never happens. It has now been nearly 8 months, and I am still without a properly-working gate. I want this fixed immediately and permanently.Desired Settlement: I want this problem fixed immediately with a permanent fix (not one that will leave me going through this process again in a few weeks/months), and free of charge. The gate operator should work 100% of the time.

Business

Response:

At this time we are looking into this matter.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This is the same response that the company has always given: promising a fix, but no results. They had somebody come add a part to my gate, but it did not fix anything, and I am still left with a non-working gate that I paid thousands of dollars for. As I stated in my original complaint, my issue needs to be resolved fully and permanently.

Regards,

Business

Response:

He sent the first complaint on the 6th, on the 11th we went to his house and added a solar panel. When the remote doesn't work, that's the first thing that goes out when there is a low battery. When there is a low battery the first thing that stops working is the remote. So we took a look at it and checked everything. The battery was still up, we tested it twice and it worked perfectly but we still went ahead and added a solar panel to it because there are some trees in the way and they create shade. Shade isn't good for solar panels. I told him this when I sold the job, if there are some problems with the solar panels because of the trees he may have to move to a 110 system where he would have to bring power from the garage or the house or something like that. So then we got his second complaint on the 18th saying that we were providing the same response we've always given promising to fix the problem with no results but we have been out there to fix the problem. Everytime we go out it works perfect. He says we haven't fixed anything. We went out again and have checked the battery, the battery has 12.83 volts in it the optimum on the battery is 12.6-13.6 so the battery is within optimum operating range. We checked the solar panel and they are putting out 19.35 volts each one. It goes from the solar panel to a charging system/charger and out of the charger is putting out 12.56 volts. The charger can put out any amount of voltage that you need and relies on the battery. If the battery is low it will produce a higher charge if the battery charge is higher it wont put out as much. So then we went accross the street on the other side of the painters van and on the other side of the out house. The gate is not even in visibility. We were at least 50 feet away. We operated the gate 4 complete cycles and it worked perfect. So at this point I am at a loss for what to do, he can take a chainsaw and cut the trees down but I'm unsure of what to do. It could be operator error because it worked perfect when we were there. If he doesn't believe we were there he can talk to his painter, he'll tell him we were there.