Sundance Fence & Iron/Dallas Gates

Thank you to Ms [redacted] for all her business

I will contact Mrs [redacted] personally and meet with her to get the issues resolved

Complaint: [redacted] I am rejecting this response because: Attached is a comparison sheet that the salesman gave us before we purchased the actuator The sheet plainly shows that the product has a year warranty In response to the rest of their response, I submit the following: Since we had not heard back from anyone last week, we called the man who removed the actuator and motherboard He informed us that he did not work directly for Sundance, but just did contract work for them He informed us that the actuator only had a three year warranty I requested that he reinstall the motherboard and actuator, which he did the next day He also informed us that he had been trying, unsuccessfully, to reach Sundance and they had not returned his calls According to Sundance’s response, it sounds like they sent the actuator to the manufacturer and were waiting to hear back, which is not true at all The man who removed it had it the whole time Also, if the actuator did have a year warranty, why has Sundance never returned our calls to let us know My husband is and I am 70, and we have had to manually open our gate in all kinds of weather since Christmas Day, because this company will not respond This is no way to treat peopleWe need to get this actuator fixed or replaced as soon as possibleThanks, [redacted] ***

The payment to the consumer was returned undeliverable on MondayI verified the address and sent it with the correct address on Tuesday

I really do not understand why Mrs [redacted] filed this complaintAll of the products we installed have manufacturer warranties of up to years and she has a year labor warranty on all items installedI want to clarify some of the issues in the complaint [redacted] and [redacted] are project managers Our project manager's are not service technician'sWe have on record one visit from each man and those were related to the install phaseAfter the install, as a courtesy to Mrs [redacted] , [redacted] went to Mrs [redacted] 's house to attempt to resolve her issue with a technician on the phone only after she demanded to have someone there right away instead of waiting for a service technician to arriveIt was diagnosed and fixedOur service technician's are typically the only ones who handle service callsWhen a customer calls related to an operator issue, a technician is scheduledThe typical response time is within hrs of the callSundance Fence IS NOT the manufacturer of the operator or any of its componentsLiftmaster is the manufacturer of the gate operatorThey have excellent products and warrantiesProducts made with electronic components occasionally failThat is why warranties are in place, to protect consumers when they make a purchaseAgain, ALL of the items Sundance Fence installed for Mrs [redacted] are currently covered under a warrantySince the completion of the project, Mrs [redacted] has not been required to pay a single penny for any parts or labor related to her gate operator as they are all covered under warrantyWhile reviewing the facts for this response, I saw that she filed this complaint the same day she called for a service call Her recent issue was resolved within hours of her call to usIt required a new part that took one day to receive and get installedIt was after resolving her issue we learned of the complaint It is her right to choose not to recommend Sundance Fence, but we feel her complaint and her reasons for not wanting to recommend us hold no meritWe have responded in a reasonable time each time she called with issues and resolved her issue each timeAll of us at Sundance Fence take pride in what we do and our reputation is the most important piece to our success! We have an excellent reputation within the entire community, not just with the Revdex.com and work very hard to keep that in tact

We have spoken with Ms*** and agreed to go back out and put the additional anchors into her wallsWe have also informed her that this is not recommended and we are not responsible for any damage that may occur long termAnchoring into brick is not a good idea due to the porous material brick
is made fromCrumbling and cracking is very likely to happen over a period of timeThe gate at issue weighs less than 60lbs and does not require anchoring to the wall Her warranty will not cover any damage to her brick or wall due to the additional anchoring requestedWe have this scheduled to be done next week, being the week of February 8th-12th

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11027405, and find the offer to reimburse the $permit fee and that this resolution is satisfactory to me

We have a date set for Monday 4/24/to make the corrections on the gate

I am the actual customer and I did in fact write the complaint Mr*** has stated mistruths The job has NOT been completed and I am sending photos to show the unfinished portion in the front of my property His statement of communicating with me on a weekly basis is a complete fabrication I have a complete text message dialog dating from the beginning of this job through this curent date which I am happy to provide if you so wishYou will see that any communication was initiated by me and not by Mr*** His every response only resulted in empty promises which he never kept Those responses only occurred after I initiated the communication with him It was only after I sought legal counsel giving his firm a deadline before filing charges did he communicate and proceed toward completing the job He waited until the night before that deadline to even reply, pushing my frustration level to new heights He was swift to want his payment the day of his partial completion with once again promises of finishing at a future date I have waited over months for this jobI find it incredible that after my job sitting in his warehouse for months he doesn't have the materials needed to finish (decorative top finials) the job I would be ashamed to drag this job out months and then want final payment when so much is still undone I have no reason to believe that he will retiurn and finish this job being he has all but $ I went against my counsel's advice and paid him the remaining balance except for $ The glue he used on the metal finials is not holding and they are coming loose, there is a section that remains uncut/unfinished and needs painting and there are a large number of the metal finials still owed to me and yet to be installed As for the many jobs, yes he did phase and of this fence project Because I was so pleased with those jobs I made the (fatal) mistake of giving him half up front on this final phase of my fence Because he had such a large portion up front he pushed my job to the rear and completely forgot that I was a valued customer Clearlly I am not very valued as a customer I believe my attachments will clarify and discredit his response to my claim

There actuator arm has a 5yr warranty not a 10yr warranty and it is customary for the manufacturer to attempt to fix the arm before replacing it with a new oneThis process can take several weeks to completeSundance does not have any control or authority over the manufacturer and what they
decideThe ***'s were quoted the cost of a new arm before it was known there current arm was still under warrantyOnce we have the arm back from the manufacturer, it along with their motherboard will be re-installedWe have done nothing to this point to justify a Revdex.com complaint

This is the first time I am learning of there being an issueWe will contact the customer to schedule this to get completed to his satisfaction

The actual customer Ms***, did not write this complaintThe job has been completed in fullI spoke in person with Ms*** on Sunday 4/10/and she confirmed that she was not the person that put this statement on the Revdex.com website, and had no idea what was writtenI asked her to
please correct the completely inaccurate information that is posted on the site and she said she wouldWe simply would like the facts fully presentedYes, there were multiple delays that hindered the completion of her fenceThe weather was a large contributor since she lives on a lake and has major drainage issues where the fence line was installedMs*** telling us to wait because it was too muddy or she has standing water, not getting back to us when repeated attempts to start were madeOur schedule conflicting with requested dates once getting called back, our communication with Ms*** on a weekly basis to stay up to date with the conditions was not up to parAll of these things played a combined role in this project's completion
We have installed multiple fence jobs for Ms*** and including this project, she is very happy with usThis past Sunday she even requested for us to do another fence for her for another home she is buying

We tried to go last week and the day wasn't good for the customersIt hasn't been rescheduled yet due to the rain possibilities this weekWe will make the corrections as soon as we can get it coordinated with the customers

So because *** is not sure what his sales people are telling potential customers it is no longer his problem? As a business owner, should this not be something you’re responsible for? I’m not sure how “many” of the things in my complaint are not accurate, as all the events I have listed and instances of Sundance’s’ terrible communication are in fact accurate*** claims to have explained to me the issue for the delay after a month of no communicationThis is actually the first time I am hearing of this particular excuse and is simply not trueThe first response *** gave me after a month of zero communication said nothing but that he would get the fence installed the following week which was then delayed three more timesHad *** been upfront with me from the get go this wouldn’t have come to thisAll Mr*** did during our phone conversation was throw his employees under the bus and avoid all responsibility.***, the fact that you will get on here and blatantly lie about it not raining on Saturday (I have video proof of it pouring in my backyard that morning), that you did not threaten to put a lien on my house, and embellish what was said on the phone after you threatened to put a lien on my home, really shows how you do businessI have since agreed to pay for the gate (which was also not made to the exact dimensions I was told it would be) but will continue to warn potential customers, like many others have done, to be extremely cautious when doing business with Sundance Fence and Iron

We have refunded Mr ***'s mother her deposit minus the walk gate and accessories that were delivered to themWe apologize for all the inconveniences we caused them

Mr*** told me in November of my fence would be up and finished by Thanksgiving, this is now May 26,and he is not able to finish the fence because he has to order the finialsThese should have been ordered back in November of when I have him half of the money up front to purchase his suppliesThe ones he installed are not glued down and he told me when he comes back he would take care of that and paint a portion of the fence that needed paint and I took him at his word and still waitingAs far as the rest of the things he said about not writing any of the complaints, I did I am years old he is old enough to be my son and I am old enough to make decisions for myselfAll I want is for this fence to be finished and I will pay Mr*** his final $that I told him I would pay him when he finishedThis is what I told him when I was looking him straight in the eyes is If I give you the check for the balance that you will not come back and finish and he said he does't leave money on the tableI guess we will see!

Having this back and forth through Revdex.com is of no benefit if facts are distorted or wrongI was not aware of her sending this responseI find it interesting and shocking that she is making that statement considering she looked me in the eye and told me she did not write any of the complaints, that it was her brotherShe asked me while in her living room if I was too upset with her to be willing to do another fence project for her in a few monthsI said I wasn't upset with her at all and would be glad toNot only that but she conveniently makes it sound like we delayed installing her job for months and leaves out the weather issues and her severe drainage issues with her yardShe specifically said she did not want us setting fence until it dried outI called several times to get it done and was told to push it off a few more weeks each timeFinally she said it doesn't appear it will dry out enough and it had been so long that she wanted to just get it doneWe are generally weeks out on our scheduleWe made changes to our schedule and went out to install and she put us on hold again because she didn't want the panels to be stair steppedThis required ordering new material that could be racked to follow the gradeNot a commonly stocked itemMy supplier stopped carrying the finials for her fence and they had to be sourced elsewhereAll of these things take timeIt was her suggestion to pay us for the balance of the fence minus the cost of the finials that were left to replaceAt her request, we met at her house to walk the job and collect payment minus the $Also at her request, we drafted a document explaining we would come back to install the finials once they were inBoth of us signed the documentKeep in mind, her project is doneSome of her finials need to be swapped out from plastic to metal once we receive them but it was not left to look unfinishedShe is fully aware of the time line to get the finials done, which is 6-weeksOnce we have them, we will get them installed and she will have all she signed for on the contractAs a courtesy, I made the call to put the plastic finials on until we could get the rest of the metal ones on there, so her fence would look finished from the streetWe look forward to getting this completed in full real soon

The business owner responded to my Revdex.com complaint with a short email; I have not spoken with him at allThe email referenced simply asked me why I wanted the remainder of the anchors installed, to which I replied with information regarding the instability of the gates and fence panelWhen the gates close, the whole fence panel shakesAs requested, I want anchors on both sides of the gates/fence panels to stabilize them*** ***'s reply to Revdex.com, as per my complaint, states that he has spoken with meThis is not trueHis reply to Revdex.com states that he has scheduled work to be done on my propertyThis is not trueHis reply states that he has scheduled to install the anchors I requested the second week of FebruaryThis is not trueAs stated above, the only communication I have had with Mr*** is a short email with no mention of finishing the job on my fence/gates.*** ***

I have been self employed for the last years all of the work I have done is with the publicBeing a woman has made it harder for me to get ahead , I retired two years ago, I took my money that I paid Mr*** out of my social security savings accountAs I progressed with my business I learned very fast that the customer is always wright, no mater what! That's what gives you the leverage for repeat business

Thank you to Ms. [redacted] for all her business.