Rutkoski Fencing, Inc.

I
would first like to give you a general synopsis of the issueRFI
installed a 4’ high PVC double swinging gate with two gate
operators (one on either side) for Mrs***This was a
custom order that was done for her since PVC gates are not normally
powered/automatedThe gate
operators are very powerful, which
caused a crack in the bottom of one of the components of the gate
frameRFI made a custom U-Channel bracket for the gate to ensure
that the power of the gate operator would not crack the gate again
As of now, the crack in the gate cannot be seen and it is working
properly, but we told Mrs*** that we would replace the
cracked gate anywayHowever, due to the inclement weather, it is
not recommended to install the PVC gate due to the brittle nature of
the materialWe can complete this work for Mrs*** in the
spring when the weather becomes more favorableMrs
*** had been having intermittent issues with this gate since
it was installedRFI worked with the supplier, Chamberlain
LiftMaster, to rectify these issuesHowever, there was a lot of
back and forth with the supplier trying to troubleshoot the issues
with the gateFinally, after months of back and forth, LiftMaster
decided to replace the circuit board, which was installed by the RFI
electrician, and this solved the issuesThe only thing outstanding
is for RFI to replace the gate.Mrs
*** purchased an extended warranty from RFI on the gate (see
the attached) on 7/2/in the amount of $RFI has decided to
refund Mrs*** half of this money, $225.00, and start her
warranty as of 1/2/15, which is the date the new circuit board was
installedI
next want to provide a timeline for the events that led to Mrs
*** filing the complaintThis timeline is accompanied by
corresponding emails below.12/15/
- Mrs*** notified RFI that there was an issue with the
gate----------
Forwarded message ----------From: "*** ***"
Date:
Dec 15, 6:PMSubject: Gate problem -URGENT!!To:
*** *** *** ***Cc: Megan
and George:We
could not open the gate today and when it finally opened the doors
opened separately and now it won't close. Please have someone
stop by asapWe need to be able to count on this gate.Also,
the temporary repairs have worked so far but we are still waiting for
the left side of the gate to be replaced and the new plates to be put
on the bottom.Please
advise.***
***George
R***, General Manager of RFI, responded to her the same day----------
Forwarded message ----------From: "George R***"
Date:
Dec 15, 9:PMSubject: Re: Gate problem -URGENT!!To:
"*** ***" Cc:
"*** *** *** *** *** ***>Hello
***, I talked to our electrician a little bit ago and he is
finishing a job in White Haven tomorrow and hopes to get to you job
by 3:00pm in the afternoonIf not, he will be at your place first
thing Wednesday morningWe will also be following up with the rest
of the repairs/ new parts for your gate.George
then responded to her again.----------
Forwarded message ----------From: "George R***"
Date:
Dec 16, 7:PMSubject: Re: Gate problem -URGENT!!To:
"*** ***" Cc: Hi
*** , our electrician Bill L***, will be at your house in
between 8:and 9:am tomorrow morningHe needs to see your
owners manual and a remote controlDoes this work for youLet
me knowThanks.Unfortunately,
the electrician did not go to the home of Mrs*** at the
designated time because he was detained at another jobsiteMrs
*** called the office on 12/17/a few times in the morning
and was very angryShe was yelling the secretary, Renee R***
about the situationMrs*** noted in her complained that
Renee told her that she was the only one in the office that day
This was untrue because I was in the office as well and heard the
entire conversation, inclusive of the yelling and angry tone by Mrs
***She threatened to call the Revdex.com during her last
conversation with ReneeWhile
Renee was on the phone with Mrs***, I tried to call George
but could not reach himGeorge was working on a site for PPL in
which cell phone use was prohibitedI was able to procure the
number of the electrician and called him directlyHe went to Mrs
***’s later that afternoon.However,
due to the fact that the electrician was not at her home at the
designated time and the frustration surrounding that, Mrs
*** filed the complaint with the Revdex.com.----------
Forwarded message ----------From: "*** ***"
Date:
Dec 17, 9:AMSubject: RE: Gate problem -URGENT!!To:
"George R***" Cc: Hi
George,It
is 9:30am and still no electrician. I do need to do a few
errands today so I was hoping he would be prompt between 8-am.
If there has been a delay or problem please have him call my cell
phone 570-881-I will be waiting
to hear from him.Thanks,***The
electrician went to Mrs***’s on 12/17/and was able to
get the new circuit board ordered through LiftMasterHe told Mrs
*** that he would call her as soon as it came in.Mrs
*** emailed George on 12/30/to ask about the status of
the circuit board (it had not come yet).----------
Forwarded message ----------From: "*** ***"
Date:
Dec 30, 10:AMSubject: Re: Gate problem -URGENT!!To:
"George R***" Cc: It
has been weeks and we haven't heard from anyone about the status of
the gatePlease let me know when the circuit board will be
installed, the new gate and plates will be installed.Thank
you,***
***George
responded to Mrs***----------
Forwarded message ----------From: "George R***"
Date:
Jan 1, 7:PMSubject: Re: Gate problem -URGENT!!To:
"George R***" Cc:
"*** ***" ,
"*** *** ***>Hello
***, our electrician Bill L*** would like to work on
your gate tomorrowWe just received the new control panel that
was ordered and we need to switch out the old one so we can get your
gate working properlyLet me know if tomorrow at 9:am is ok
with youAlso, we may need to reprogram your remotesIf you
can please leave your remotes and owners manual inside your door
Thank you.Mrs
*** responded to George.----------
Forwarded message ----------From: "*** ***"
Date:
Jan 1, 8:PMSubject: Re: Gate problem -URGENT!!To:
"George R***" Cc: That
is fineI need to take the dog to the groomer but I will only be
gone for a few minutesAll of the remotes will be inside the door
with the manual.Sent from my iPhoneThe
circuit board was installed and the gate is functioning properly.As you
can see above, RFI responded to Mrs*** in a timely manner
It was our errorthat
the electrician was not at her property at the designated time, but
he did go to her propertylater
that afternoon.RFI
is replacing the gate for Mrs*** in the springWe are
refunding her half of her warranty payment, $and we are
starting her warranty date as of 1/2/15, the date in which the new
circuit board was installed.Mrs
*** was formally notified of this in writing (see attached).Please
let me know if there is anything else needed from RFI or what else is
required of us in regards to responding to this complaint.Thank
you.Rebecca
R***HR
& Safety ManagerRutkoski Fencing, Inc

[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]
 Complaint: [redacted]
I am rejecting this response because:
When our gate was installed, the arms did not work properly and caused the left side of the brand new gate to crack and have a large whole in the bottom.  Temporary plates were put on the gate and we were assured that a new gate was ordered and permanent plates were being made.  We still have not had the proper gate installed nor the permanent plates.  I do not believe our maintenance agreement should be in effect until the original installation is completed correctly. All that we are asking is that the new gate be installed and the permanent plates. At this point the maintenance agreement can begin.
Regards,
[redacted]

RFI does not have any objection to having the inception of the maintenance agreement/warranty be on the date that the new gate and permanent plates will be installed at the [redacted] property. However, RFI does wish to reiterate that this installation cannot be performed until the weather is more favorable. Since it is uncertain to predict when this will be, our best estimation would be in April of 2015. George R[redacted], General Manager of RFI, will contact Mrs. [redacted] around that time to set up a date for installation. Also, at the time, Mrs. [redacted] will be able to sign a new maintenance agreement/warranty.
Please let me know if there is anything else needed from RFI or what else is required of us in regards to responding to this complaint.Thank you.Rebecca R[redacted]
HR & Safety Manager
Rutkoski Fencing

Review: Rutkoski Fencing installed an electronic gate to our back yard in the spring. The gate did not work properly and we attempted to get this problem rectified many times over the summer. Finally in September a member of the staff/family came and decided we needed plates to support the fence and said he ordered them. In the meantime, the left side of the gate developed a large hole in the PVC. They said they ordered a new gate. Two days ago the gate would not open and finally we got it open and the doors swung wildly, and would not close. We called and emailed Rutkoski fencing about this issue. THEY NEVER CALL BACK!!! We also paid for a maintenance agreement for this gate! I finally got an email from them saying someone would be here between 8-9am this morning. It is now 11am and I haven't heard from anyone once again. I called and the girl in the office said she knew nothing about this and she was the only one in the office. They are negligent in so many ways but the safety of our pets and we have a swimming pool that requires a gate are a huge problem. Our borough will fine us $1000 if our gate is not closed. It has been open now for 2 days.Desired Settlement: The electronic gate needs to be replaced with something that is guaranteed to work. If this company could not handle this job they should have said so and we would have gone elsewhere. I also would appreciate a prompt response to my phone calls. They never call back. Today is a good example.

Business

Response:

See attached document.

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]

Review: [redacted]

I am rejecting this response because:

When our gate was installed, the arms did not work properly and caused the left side of the brand new gate to crack and have a large whole in the bottom. Temporary plates were put on the gate and we were assured that a new gate was ordered and permanent plates were being made. We still have not had the proper gate installed nor the permanent plates. I do not believe our maintenance agreement should be in effect until the original installation is completed correctly. All that we are asking is that the new gate be installed and the permanent plates. At this point the maintenance agreement can begin.

Regards,