ComplaintsforValley Entry Systems, Inc.

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over the past several years we have used VES to add a new solar powered gate opening system to our 40 acre home and property. We paid them $7,000 for the initial insulation and $2,000 in additional repairs and upgrades. The gate has never properly worked for more than 2-3 months at a time. On or about 05/14/24 we contacted the office to advise them the gate was again not working and stuck in the open position. I was told by ****** that this was a warranty item issue and they would order the failed part and install it at no charge. As the gate is our main level of protection at our rural home (7 miles outside of town) being stuck in the open position presents a really safety risk to us at our age. In the past the gate has also been stuck in the closed positon which also is an issue as we would have no way to easily exit the property or have emergency service enter. Since that time they have no corrected the issue and basically ignored my calls for updates. This is something they have done in the past (not returning calls). We are in the process of selling the property (listing on 06/13/24). We again called for an update and were transferred to the service manager. During this final conversation he was extremely rude. We are a retired couple (82 & 82 years old). He yelled at us, was very angry, and said ****** did not have the authority to offer this repair under warranty and we didn't understand "how busy he was" and to stop calling and then hung up the phone. We called back and asked the receptionist who was the person we just spoke with. She provided his name as *********************** and apologized for his unprofessional behavior. At the end of the day we just want the gate fixed so we can show the house and get it sold whether is under warranty or now. We will pay for the repair we just want it done ASAP.

  

  Business response

  07/16/2024

  As for this complaint, we have never dealt with anyone by the name of *********************** so it took time to figure out what job it was.

  We have this under ************************* and that is who we have dealt with.   This issue has been resolved and afterwards ***** has called and continued to use us has her gate contractor.

  I would be happy to address any thing else that *** be needed and I'm still unaware of how *********************** is connected to this address/project.

  Please reach out to me with what I need to do moving forward.

  Customer response

  07/20/2024

  I am rejecting this response because: Yes the company after dozens of calls with non response and rude employees did fix the gate.  However, this doesn't correct the behavior of your accredited company.  They have dozens of poor reviews online for failure to answer calls and correct their mistakes.  Simply fixing the gate for a 7th time is only part of the issue.  

  This is seen by the company taking greater than 30 days just to respond to your inquiry.  The service address was on the email so they knew wit was for ************************* my mother and co owner of the property and just chose not to respond in a timely manner which seems to be the companies culture. 

  Lastly, we have never "continued to use them as a contractor" The only reason we remain a customer is due to their poor work record and continued failure of the $12,000 gate.  We expect them to continue to service the gate when it fails and warranty appropriate items.

  Not a good company and they do not deserve an "A" rating. 

  
  

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