Security Iron Company

Review: I have a very large and heavy wooden driveway gate. Security Iron (S.I.) installed a very heavy duty, and expensive, gate opener for me in 5/2013. In 2/2014 the gate stopped closing fully, gaping about 2 inches. I called S.I. then for the gap and two more items, a replacement key for the gate to unlock the arm when the power is off (I had lost the original.) and a quote for adding a combination lock system to the adjacent pedestrian (ped.)gate. A sales man came out and looked at the three items. I received a quote for the ped. gate, and responded to the quote (including the customer survey that was mailed to my house) that since the gap was not a big issue at this time, as I was going out of town for most the summer, I would do the whole project when I got back in August. I was not informed then that the driveway arm would be out of warranty. While I was gone, my neighbor used the gate, as well as the landscaper, and the opening got larger, almost 2 feet. I had my friend who was watching the house contact S.I. to go ahead and fix the drive arm, about mid June. My friend informed me that the arm was now 30 days out of warranty and would cost about $435. I said, "Wait, it's under warranty and I had them out in April to look when the problem initiated." I was not in town and was concerned about my yard being exposed, so when I found out I had to give permission for the arm to be repaired, I reluctantly agreed. When I returned home, I asked to meet with [redacted] the S.I. manager. Through confusion brought on by my dispute that the arm was not my financial responsibility, the arm had not been repaired yet. My first course of action was to expeditiously get the arm functioning and installed. Which did happen. [redacted] recommended that an additional approx,$500 be spent on a magnetic lock that would assist the arm from harm again. I agreed to the lock as now I am way into keeping the arm from breaking again. I was out of town and got a bill,and knew the lock was not installed. I wrote a letterDesired Settlement: [redacted] came out to look at the situation himself. He doesn't think I need the Magnetic lock, gave me a sensible price for the ped gate and said he would get me a key. I understand the over site by a salesman, but I should not have to pay for any of the arm cost. I want them to complete the project with the ped gate and cover the new warranty of the arm, so I have paid for half of the arm cost, (ped gate cost is not issue). I want a full credit for the arm cost, but am willing to split. They won't

Business

Response:

Dear [redacted]

When did it become our responsibility to remind customers when their warranty runs out? We explained this to Mrs. [redacted], that the warranty is up to FAAC ( the company that makes her arm and services it) and that Security Iron could not extend a warranty to her. It is not our product. She gave us her okay and agreed to the price to repair the arm. We sent the arm to FAAC they repaired it and sent it back. We reinstalled it and Mrs. [redacted] paid half of what the bill was for. Security Iron had to pay for the rest of the bill to FAAC. Now, Mrs. [redacted] wants us to do more work for her. I don't think this is a very good business decision, do you?

She was good to her word though, she did say she would file a complaint with the Revdex.com.

Kindest regards,

Gen. Manager

Consumer

Response:

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.

Security Iron was called out to repair the gate prior to the warranty expiring. The sales man did not tell me that if I waited until August, when I could afford to do the extra work of installing a combination pedestrian gate promptly quoted, to fix the arm, I would be charged an extra $435, after spending $3280 for the initial installation of a high performance arm that is "still expected to perform". Will their current attitude will the promise "to watch it, and see if it breaks again before my new warranty expires (no one has told me when that is)" be honored? The salesman made an oversight because he wanted to sell me the pedestrian gate. I understand they want new business, by am charged for a salesman's oversight. I agreed to pay for the arm, because it was sitting somewhere not getting fixed while the security of my home, which I obviously invested in, was unprotected. I felt sure that when Security Iron realized the salesman's fault, they would credit me, especially because I had planned to spend another $928 for the pedestrian gate.

And I still need a key, which I will buy since I must have lost it. I even mailed in the survey they sent me outlining my plan. [redacted], the manager is very nice, by the way. As for Mr. [redacted]'s catty comment "Now, Mrs. [redacted] want wants us to do more work for her. I don't think this is a very good business decision, do you?" I want you do the work I outlined in APRIL, nothing new there. And I had even agreed to install the extra $500 magnetic lock to the gate when I came into Security Iron to help the super dooper arm which is now agreed that I don't need after all.

Regards,

Business

Response:

Dear [redacted],

Mrs. [redacted] has an open balance of $217.50, when this is paid we will consider doing her other work.

Thank you

Consumer

Response:

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.

Regards,

If Security Iron 1. correct the welding of the arm to the gate, ask the team who most recently came out, so the gate opens as wide as it did, 2. give me a copy of the current warranty and 3. gives me a key to open the gate if the power goes out, I will hand over the final payment upon completion. Your' salesman was still wrong, and I am surprised you would loose future business over $217.50. Now is that good business?

Regards,

Business

Response:

[redacted],

We will take care of these items for the customer as stated. Thank you.

Kindest regards,

Review: I ordered burglar bars for 1 window, and an iron door for the back of my house from Security Iron. When I placed the order I told the salesman if they did a good job on the 1 window and door, I would order bars for the other 9 windows on our house. The installers arrived on a Friday morning at 9:00 am as scheduled. Problem is, the installer didnt seem to know how to install the door frame, as he had to drill extra holes in the frame to attach the frame strip to the door jamb. In doing so, he left 4 large, jagged edged holes in the frame/strip where he mis-aligned the holes on his first attempt. He also failed to install the necessary strike plate on the door jamb for the deadbolt latch. I called Security Irons Office the next day, Saturday, and spoke with [redacted], the installation manager. He said he would call me back and send someone out to look at the problem. No one called or came out Saturday.I called the following Monday & left a message-no one returned my call. I issued a stop payment order on the check. I called on Tuesday, 7/16/13, gave details to [redacted], who said hed have [redacted] call me back. No one called me back.I called Security Iron again Monday 7/22/13, Wed 7/24/13, Sat 7/27/13. I spoke with [redacted] or [redacted] each time and was promised theyd come out to repair the bad install job. No one ever called me back or came to fix the damaged part.They were supposed to come out again on Sat 8/3/13. Again, no call back & no show, despite the fact I stopped payment on the check. Now I have to see if a Revdex.com complaint will help me get the problem fixed.Based upon my experience with Security Iron, I would avoid them at ALL costs. Even if they fix the part their installer damaged, there is no way Ill ever let this company work on my house again. I STRONGLY advise you to avoid them.Desired Settlement: I want Security Iron to replace the frame/strip their installer damaged.I did not pay Security Iron to install a damaged item. I have been requesting the to replace the item their installer, [redacted], damaged during installation. So far, I've received numerous broken appointments/promises to come out and replace the damaged part. This is no way to conduct a window & door business.

Business

Response:

Dear [redacted],

We are working with Mr. [redacted] to resolve this issue. [redacted] Had an appointment with him after hours on August 6th. There is an issue in the design of the aluminum frame that Mr. [redacted] is concerned about. We are trying to find a solution for him.

Kindest regards,