I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have reviewed the complaint response from Joe D*** at OBAR and have the following response: I originally contacted Obar to replace leaky hydraulic operators for my gate. Everything else on my gate was operational. The cameras and the phone line were working perfectly. As a matter of fact, I may have the video recorded on my DVR from the day before Obar installed the new parts on my gate to prove that they were fully functional. To fix the leak, Joe from Obar recommended the *** *** Hydrolic Gate Operators, which were not compatible with my controller so I decided to take his recommendation and upgrade my Controller as well to the Controller with a warranty of years on parts and years on labor. After Obar installed the new parts, I contacted them to let them know that my camera and phone line weren't working. Joe told me they don't do cameras or phone lines so I had a camera technician, *** ***, and my phone company, ***, come out to repair those issues. Both *** and the *** technicians told me the wires were a mess inside the new control box that Obar had installed and the camera wire was not attached to the control unit at all. Obar knew when he quoted the job that there was a camera and phone line involved and said nothing about not being able to set that up in the new control box. The statement in Obar's response to my complaint that Obar found a blown power supply on the camera is completely false. In the initial round of calls after installation, I also complained about the control box being loose where it attached to the wall and was told it could not be tightened because of the stucco finish on my house. The old control box was attached securely without any issues, however, for nearly years. In addition, I requested documentation of the promised warranty. Obar emailed me a new invoice with a year warranty on parts and only months on labor. I called again because that was not the deal, and they finally emailed me an invoice with the correct warranty of years on parts and years on labor. Shortly after the initial installation, I began having problems with the gate opening and closing. The tech visit on 10/28/Joe mentions was not concerning the phone system. the invoice I was given clearly states that yes, they did remove a spider web from the photo eye but they also "adjusted the front I bolt on the master operator" so the trip was warranty covered an not just to remove a web. My problems with the gate continued after this visit and I received another invoice on 12/8/that stated all they did was plug the gate back in. I had unplugged the gate before that because I could not get it to stop opening and closing with out doing so. I told Obar when I called them that the gate was unplugged. They billed me $for plugging the gate in and not fixing the problem that caused the gate to be unplugged in the first place. I understand that my gate issues were intermittent and difficult to diagnose. Through trial and error, I have found that the problem seems to lie in the photo eye/reflector that was installed by Obar. If there is any moisture on the eye from rain, snow, or dew, it will not operate correctly. If I wipe off the reflector the gate will function until it gets wet again. I have had this gate since and never had such issues. The repairs needed are 100% covered under the warranty as the photo eye was installed April 5, by Obar at the same time everything else was installed. I have attempted to discuss my findings with Obar several times, both by phone and a written letter, but I am no longer getting any responses. I have all the texts between Joe and I dating all the way back to April as well as the I letter sent, copies of invoices I have received, and I can get a statement from the camera repair tech if needed. Thank you for your assistance in this matter, *** ***
Regards,
Jeff Lorenzo
email response from company as follows:I am in receipt of your letter with the message from consumer.I am at a loss as to what to say next. I said what I had to say on 4/26.They customer told me himself from the beginning that the phone and camera wasn’t working correctly and not to worry about it. I do not try to oversell to anyone. He kept “bartering” with me to lower the price, promising more business from him at other locations. I wish I hadn’t lowered my price and walked away!! I sure did not need his business!.What else can I say??Regards,Joe D***, President Obar Door & Gate Co., IncCommerce Pkwy W.Cleveland, OH 44130P: 216-265-8000F: 216-265-0234www.obardoorandgate.com
[redacted]: We will service the gate operator only if it is a warranty issue. The gate operators were installed on 4/5/16. On 4/15/16 we went out at no charge and found that the phone lines wires were shorted in the control panel. The phone system was faulty from the...
beginning, but he did not want us to replace it. The gate was working correctly. On 4/21/16 we found a blown power supply for the camera. This was not part of the installation. The gate was working correctly. On 10/28/16 I sent service techs out because the gate would not open with the phone (we had not installed the phone system) They also removed spider webs from the photo eye – not warranty and customer refused the invoice. On 12/8/16 I sent a service tech out. The complaint was the gate was not closing via phone line. The tech un-plugged the gate operator and plugged it back in, which re-set the phone system. Gate started working correctly. Again, customer reused the invoice. I will service the gate but only if it is a warranty issue. I cannot afford to keep on sending techs out for non-warranty issues. Regards, Joe D[redacted], PresidentObar Door & Gate Co., Inc.5285 Commerce Pkwy W.Cleveland, OH 44130P: 216-265-8000F: 216-265-0234www.obardoorandgate.com
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have reviewed the complaint response from Joe D*** at OBAR and have the following response: I originally contacted Obar to replace leaky hydraulic operators for my gate. Everything else on my gate was operational. The cameras and the phone line were working perfectly. As a matter of fact, I may have the video recorded on my DVR from the day before Obar installed the new parts on my gate to prove that they were fully functional. To fix the leak, Joe from Obar recommended the *** *** Hydrolic Gate Operators, which were not compatible with my controller so I decided to take his recommendation and upgrade my Controller as well to the Controller with a warranty of years on parts and years on labor. After Obar installed the new parts, I contacted them to let them know that my camera and phone line weren't working. Joe told me they don't do cameras or phone lines so I had a camera technician, *** ***, and my phone company, ***, come out to repair those issues. Both *** and the *** technicians told me the wires were a mess inside the new control box that Obar had installed and the camera wire was not attached to the control unit at all. Obar knew when he quoted the job that there was a camera and phone line involved and said nothing about not being able to set that up in the new control box. The statement in Obar's response to my complaint that Obar found a blown power supply on the camera is completely false. In the initial round of calls after installation, I also complained about the control box being loose where it attached to the wall and was told it could not be tightened because of the stucco finish on my house. The old control box was attached securely without any issues, however, for nearly years. In addition, I requested documentation of the promised warranty. Obar emailed me a new invoice with a year warranty on parts and only months on labor. I called again because that was not the deal, and they finally emailed me an invoice with the correct warranty of years on parts and years on labor. Shortly after the initial installation, I began having problems with the gate opening and closing. The tech visit on 10/28/Joe mentions was not concerning the phone system. the invoice I was given clearly states that yes, they did remove a spider web from the photo eye but they also "adjusted the front I bolt on the master operator" so the trip was warranty covered an not just to remove a web. My problems with the gate continued after this visit and I received another invoice on 12/8/that stated all they did was plug the gate back in. I had unplugged the gate before that because I could not get it to stop opening and closing with out doing so. I told Obar when I called them that the gate was unplugged. They billed me $for plugging the gate in and not fixing the problem that caused the gate to be unplugged in the first place. I understand that my gate issues were intermittent and difficult to diagnose. Through trial and error, I have found that the problem seems to lie in the photo eye/reflector that was installed by Obar. If there is any moisture on the eye from rain, snow, or dew, it will not operate correctly. If I wipe off the reflector the gate will function until it gets wet again. I have had this gate since and never had such issues. The repairs needed are 100% covered under the warranty as the photo eye was installed April 5, by Obar at the same time everything else was installed. I have attempted to discuss my findings with Obar several times, both by phone and a written letter, but I am no longer getting any responses. I have all the texts between Joe and I dating all the way back to April as well as the I letter sent, copies of invoices I have received, and I can get a statement from the camera repair tech if needed. Thank you for your assistance in this matter, *** ***
Regards,
Jeff Lorenzo
email response from company as follows:I am in receipt of your letter with the message from consumer.I am at a loss as to what to say next. I said what I had to say on 4/26.They customer told me himself from the beginning that the phone and camera wasn’t working correctly and not to worry about it. I do not try to oversell to anyone. He kept “bartering” with me to lower the price, promising more business from him at other locations. I wish I hadn’t lowered my price and walked away!! I sure did not need his business!.What else can I say??Regards,Joe D***, President Obar Door & Gate Co., IncCommerce Pkwy W.Cleveland, OH 44130P: 216-265-8000F: 216-265-0234www.obardoorandgate.com
[redacted]: We will service the gate operator only if it is a warranty issue. The gate operators were installed on 4/5/16. On 4/15/16 we went out at no charge and found that the phone lines wires were shorted in the control panel. The phone system was faulty from the...
beginning, but he did not want us to replace it. The gate was working correctly. On 4/21/16 we found a blown power supply for the camera. This was not part of the installation. The gate was working correctly. On 10/28/16 I sent service techs out because the gate would not open with the phone (we had not installed the phone system) They also removed spider webs from the photo eye – not warranty and customer refused the invoice. On 12/8/16 I sent a service tech out. The complaint was the gate was not closing via phone line. The tech un-plugged the gate operator and plugged it back in, which re-set the phone system. Gate started working correctly. Again, customer reused the invoice. I will service the gate but only if it is a warranty issue. I cannot afford to keep on sending techs out for non-warranty issues. Regards, Joe D[redacted], PresidentObar Door & Gate Co., Inc.5285 Commerce Pkwy W.Cleveland, OH 44130P: 216-265-8000F: 216-265-0234www.obardoorandgate.com