Redrock Fence Company

Review: I had a [redacted] Vinyl Fence and 22 foot 6 inch by 6 foot high aluminum, powder coated paint, cantilevered, sliding drive way gate with vinyl privacy pickets installed by the Red Rock Fence Company, [redacted] and I have had continual problems with the gate.

Red Rock failed to provide me with a certificate of installation completion as required by the manufacturer of the fence and on numerous occasions Red Rock failed to honor the warranty and provide proper warranty service with out me having to threaten to take them to court.

When Red Rock installed the gate posts they failed to follow the manufacturer's recommendations and the gate posts pulled out of the ground. Since Red Rock did not install the electric gate operator they tried to blame the gate operator for the gate posts pulling out of the ground and they refused warranty service on the gate until I threatened to have another company come in and properly install the posts and back charge Red Rock for the work.

On another occasion one corner of the fence posts came apart and it took months for them to come out and look at it and again I had to threaten legal action.

In the most recent problem they installed the bottom gate rollers incorrectly and during an ice storm the rollers froze and damaged the bottom of the fence and stripped the paint off of the gate. Again I had to threaten to take them to court before they would even come out and look at the fence. Once they did come out they changed the rollers and the promptly blamed the problem on me for, in their words, "not properly maintaining the rollers" when in fact the roller problem was created by Red Rock when they improperly reinstalled the gate posts and tried to use the bottom rollers to correct the horizontal misalignment of the gate that they caused. Besides, I know for a fact that they never stated nor did they ever provide me with any manufacturer's literature stating that this gate was only a "fair weather" gate that can't be used during the winter when it snows or rains!

On their invoice they placed a statement that the manufacturer wouldn't warrant the rollers because I didn't maintain the rollers and they invoiced me for the warranty service.

When I called and asked the president of Red Rock for the name and phone number of the manufacturer who stated that the roller damage was caused by me she refused to provide me with that information, stating that they were not going to give me that information so that I could threaten their manufacturer and informed me that [redacted], the Vice President of Red Rock stated that if I didn't want to pay the invoice then don't! At that time I informed her that there was damage to the bottom of the fence that I felt was covered under warranty because Red Rock had failed to install the rollers properly and she stated that she would inform [redacted] and that he would deal with it.

To date I have yet to hear anything from Red Rock.

Upon further inspection of the gate I found that Red Rock failed to provide and install the requisite safety covers on the bottom gate rollers.

Also, because of improper installation by Red Rock, when the gate opens or closes and the heaviest portion of the gate passes the gate post the gate rocks or teeters up or down depending on whether the gate is opening or closing and this will eventually lead to a catastrophic failure of the gate.Desired Settlement: I want the gate removed, the damage to the bottom of the gate repaired and the gate repainted with the original powder coat paint and original color. I want the gate posts removed and reinstalled properly so that the horizontal alignment is correct. I want the safety covers installed on the bottom rollers and the correct bottom and top rollers installed. I want the rocking problem fixed. I want the certificate of installation completion. I want the name, address and telephone number of the manufacturer of the fence and the gate.

Business

Response:

We have responded to EVERY "issue" the customer has had. We have also done so without threat of legal action. I am not sure where this is coming from. As far as the present issue, there was snow built up along the rollers of the gate causing them to bind and damage the rollers and then scratch the customer's gate. We feel the build up of snow and ice caused the problem and is not covered under the warranty. I am sorry that the customer does not understand that it is not a warranty issue. As a gesture of good will I will waive the previous bill. The gate replacement is not an option.

Consumer

Response:

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.

These people are con artists! They lie about everything and then they use the [redacted] Defense... deny, deny, deny and hope it goes away, but I am not going away! If the Revdex.com cannot resolve this then I shall proceed with formal legal action against them. I noticed that they didn't even offer a contact name of the manufacturer because the manufacturer would drop them in a heart beat if they found out how they misrepresent them!

Regards,