Sundance Fence & Iron/Dallas Gates

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

I have yet to receive the refund check that was promised.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11189265, and have determined that this does not resolve my dispute.
I have not been contacted from the business.

Some of the statements Mr. [redacted] has made in his complaint are accurate and many are not. We did contract with Mr. [redacted] to install a wood fence and custom iron gate 3/25/16. Company policy does require a deposit on all projects. I am unable to verify what our salesman told Mr. [redacted] regarding...

the install time because he is no longer with the company. Our salesman was let go within a week of Mr. [redacted] signing his contract. Because of this, we had an internal issue with locating a few of the projects the salesman sold. Mr. [redacted]'s was one of them. We explained the issue to him and apologized for the delay we caused him. I do know that at that time, we were 3-4 weeks out from the day a contract was signed. That is what he should have been told. It still would not have been done in that time frame due to the file issue. Mr. [redacted] and I had been in communication via email from the time the problem was discovered on 4/24/16 through 5/13/16. I did tell Mr. [redacted] we would get his fence done the following week. Unfortunately weather delayed us being able to start. In an email dated 4/24/16, Mr. [redacted] wrote "Great. I understand weather can delay things and it looks like we will be getting some rain this week. I'm not in a huge rush at all, so I'm very flexible on the starting day or week even". On 5/5/16 he wrote, "Looks like we will be getting some rain next week as well. Should I be looking for another two weeks?" On 5/9/16, we confirmed with Mr. [redacted] that we would be at his home on 5/14/16 to install his fence. He confirmed that would be fine. On 5/13/16, Mr. [redacted] emailed me stating that he was upset we didn't come out this day and wanted to cancel the job even though we were scheduled to come out 12 hours later to install his fence. He stated that it was supposed to rain and he did not want us on his property installing the fence. I called Mr [redacted] to discuss why things had suddenly changed. I informed him that it also may not rain and his project will get completed. He said he no longer wanted us to do the project.
As it turned out, it did not rain last Saturday and Mr. [redacted] could be enjoying his new fence right now. At no time did I threaten to lien Mr. [redacted]'s property for the full contract amount. That would be ludicrous since it wasn't installed. I did however inform Mr. [redacted] that custom built items are nonrefundable and he will have to pay for his custom built gate. He stated to me, "I should be a good guy and eat the cost of the gate". This is a gate that was made for him specifically and I should eat the cost of the gate that was built for him? I informed him that we would give him a refund minus the cost of the gate which he no longer wants. He stated that was unacceptable and began threatening to sue us and stated his net worth was far more than mine and I didn't want to mess with him. He then hung up on me.
I agree that his project was delayed far longer than it should have been. Between weather issues, schedule conflicts and some internal paperwork issues, it had been too long. We are willing to give Mr. [redacted] a refund minus the cost of his custom gate.

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

I really do not understand why Mrs. [redacted] filed this complaint. All of the products we installed have manufacturer warranties of up to 5 years and she has a 2 year labor warranty on all items installed. I want to clarify some of the issues in the complaint. [redacted] and [redacted] are project managers....

Our project manager's are not service technician's. We have on record one visit from each man and those were related to the install phase. After 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 arrive. It was diagnosed and fixed. Our service technician's are typically the only ones who handle service calls. When a customer calls related to an operator issue, a technician is scheduled. The typical response time is within 24 hrs of the call. Sundance Fence IS NOT the manufacturer of the operator or any of its components. Liftmaster is the manufacturer of the gate operator. They have excellent products and warranties. Products made with electronic components occasionally fail. That is why warranties are in place, to protect consumers when they make a purchase. Again, ALL of the items Sundance Fence installed for Mrs. [redacted] are currently covered under a warranty. Since 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 warranty. While 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 48 hours of her call to us. It required a new part that took one day to receive and get installed. It 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 merit. We have responded in a reasonable time each time she called with issues and resolved her issue each time. All 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.

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 10 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 5 year warranty, why has Sundance never returned our calls to let us know.  My husband is 85 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 people. We need to get this actuator fixed or replaced as soon as possible. Thanks,[redacted]

The issue regarding the conduit is not something that has any impact on the operation of the gate. The wire that is in conduit is a self insulated wire which actually requires no conduit per code. Conduit is used for cosmetic reasons. I did state we would get this fixed for him. It has no affect on...

the functionality of the gate and at no time were we told of any issues with the gate. The customer did not place any urgency on this matter and simply stated he wanted it fixed. Clearly this has become an urgent matter to the customer. It would have been nice to simply get a call to that affect instead of posting a complaint for something that has nothing to do with the functionality or quality of the products purchased or the warranty on those products. We will get to the customer's house next week to get his issues taken care of for him, weather permitting.