Beautiful Iron Work, Horrible (and Deceptive) Customer Service
I bought two custom gates for our courtyard. The main gate has two moving sides. The Purchase Agreement is dated January 20, 2020, with an estimated completion date of March 7, 2020, was signed by Simon Shams and me. The job description states the purchase price includes "installed w/a lockset." At the time of installation, the installer (Omar, who I also believe actually does the iron work), said he'd have to charge me almost $300.00 more to be able to install the gate properly. He wanted to fill the wood/stucco columns to which the gate attaches with concrete. I told him that the contract price includes installation. He proceeded with the installation without properly preparing the columns. Of course, one side of the gate started detaching from the column. I had a masonry contractor remove the gates and build in an anchoring system at a cost of about $1,000. When he reattached the gates, they were off center so that they wouldn't latch. He said, and it was visually apparent, that the gates were not manufactured so that they fit the space properly. I then got ahold of Simon. He sent Omar to fix the problem. Indeed, Omar needed to remove the welded hinges, and re-weld them in the proper position. The gate works fine now, but at an extra cost of $150 (which is very reasonable but for the fact that the contract provided for installation). One other caution, the "fine print" on the back of the Purchase Agreement (which consists of a half of a sheet of paper) provides for a 90 day warranty. Although I don't believe the warranty limitation is enforceable, to avoid the argument, any savvy buyer should have that changed to at least a year given the type of product and the buyer's reliance on the expertise of the installer, not to mention my experience.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The gates were originally installed without the agreed upon powder coating and that is why they had to be removed and reinstalledThe gate failed because it was not installed true (i.esquarely) Concerning the mailboxes, according to knowledgable people we asked, any gate installer with any level of experience is aware that the US Postal Service must have access with a postal approved access box We do not feel we should have know this since we were new to this process and they as the experts on security gates should have discussed this with us before the installation Additionally, the gate failed several times in the first year and although the installer did respond, begrudgingly, to each of these issues, he never solved the lock issueWhen he began accusing our tenants of abusing the gate, charging us to fix the gate even though he had already failed to do so after multiple attempts, we decided to hire our own welder to make the gate workWe did this because we could see what he had done wrong and he would not admit any faultHe wanted only to change bent pins which was a symptom and not the cause of the problem We initialed getting new pins from the manufacturer although they did agree to call the company for the pins and act as a middle man when the manufacturer required that Why he thinks our tenants would abuse a gate that gave them security I do not know The proof that it was an installation problem is that once we modified his gate to latch properly it never failed again even after many months of use by the same tenants Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The gates were originally installed without the agreed upon powder coating and that is why they had to be removed and reinstalledThe gate failed because it was not installed true (i.esquarely) Concerning the mailboxes, according to knowledgable people we asked, any gate installer with any level of experience is aware that the US Postal Service must have access with a postal approved access box We do not feel we should have know this since we were new to this process and they as the experts on security gates should have discussed this with us before the installation Additionally, the gate failed several times in the first year and although the installer did respond, begrudgingly, to each of these issues, he never solved the lock issueWhen he began accusing our tenants of abusing the gate, charging us to fix the gate even though he had already failed to do so after multiple attempts, we decided to hire our own welder to make the gate workWe did this because we could see what he had done wrong and he would not admit any faultHe wanted only to change bent pins which was a symptom and not the cause of the problem We initialed getting new pins from the manufacturer although they did agree to call the company for the pins and act as a middle man when the manufacturer required that Why he thinks our tenants would abuse a gate that gave them security I do not know The proof that it was an installation problem is that once we modified his gate to latch properly it never failed again even after many months of use by the same tenants Regards, [redacted]