ComplaintsforFlags, Flag Poles, Pool Tables, and More

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At first the staff was very helpful when trying to sell you a *************** (that by the way was more expensive than the actual manufacturer site- I asked ******* (the manager) about that and he said his flags were better for some reason)- but it was convenient and my landscaper did recommend them so I moved forward - until the flagpole was installed by my landscaper (with whom they said they have worked with AND NEVER mentioned that this would VOID the warranty on the pole!) Their "flag pole technician" tried to fix the flagpole - he came out 3 times- said that the sleeve was installed incorrectly by the landscaper. They tried to exchange the pole BUT with a flagpole that was much smaller in diameter- that exercise was useless. I called ******* the "manager" he said that they would make things right and the technician would call me. A month went by and I reached out to the technician directly - then ******* called me and told me they would DO NOTHING to make this right since the landscaper installed the pole and that the installation voided the warranty. NOT sure why the sleeve voided the warranty of the second tier of the flag pole from coming down. I had to call another flag pole company that did come out - the sleeve is fine - it now drains and the NEW flag pole, which actually works, was installed - he also let me know that the flagpole was indeed faulty and it was not my fault it would not telescope down - even he had a hard time working with the pole.He did mention that he has a lot of clients that had issues with this store and he now has a collection of their faulty flag poles. I would like a refund for only the pole - the flag is actually way to heavy and too large for that particular pole (but that's another issue) This store is apparently under new management since 2023 - I am out almost $500 for the DEFECTIVE pole alone and I cannot find their company on the BBB... BUYER BEWARE

  Business response

  06/17/2024

   Customer *************************. On 8/17/2024 *********************** did
  purchase a Flagpole from our business to be installed by her landscaper. ***** phoned us shortly
  after the installation was completed by her landscaper and informed us that she was having
  problems with her pole. We sent our technician to her home to assess the problem. The pole
  had been installed near a lawn sprinkler head, the ground was completely saturated for several
  feet around the ?agpole causing the 1st problem. Upon  it was discovered that the
  ground sleeve for the pole was installed upside down with the tap on the bottom of the pole
  blocking drainage creating problem #2. The cap's intended purpose is to put on the top of the
  ground sleeve when the pole is removed for storage purposes preventing rain and debris from
  ?lling the ground sleeve. Ms. ******* determined the sections of the telescopic pole she
  purchased was too heavy for her to raise & lower and wanted a different pole. She called the
  store and we recommended a rope halyard pole, she agreed and our technician took it to her
  house to install it. she did not like it and sent it back to the store. Then, She came into the store
  and was shown the other poles available. She chose the same rope halyard ?agpole that had
  been brought to her previously. We gave her the cash difference between the cost of the two
  poles. Our technician went to her home to install the pole. (his 4th time at her home) she told
  him she was satis?** and thanked him for his patience. within a few weeks she tailed and
  spoke with Manager *******, who informed her that we had done all that we could, the
  ?agpole was improperly installed by her landscaper and that it should be their responsibility to
  rectify the problem. Her residence is 1 hour roundtrip from our store and our technician was
  there 4 times. She was never charged a service call fee which is $89. We honestly feel we did
  everything possible to rectify her problem which all started with an improperly installed
  ?agpole by her landscaper.
  
  *******************************
  Flags and Flagpoles
  211 S. Hwy 441
  ************** 32159
  ************
  1
  
  
  

  Customer response

  06/27/2024

  Please call me 

  this is not an accurate account of events

  I still have the defective flagpole NOT the pole he said I code twice 

   

   

   

  Customer response

  07/01/2024

  Customer *************************. On 8/17/2024 *********************** did
  purchase a Flagpole from our business to be installed by her landscaper.  A landscaper ******* said he works with often and NEVER mentioned it would void a warranty on the pole itself otherwise I would have waited for CJ (their part time flag technician)

  ***** phoned us shortly after the installation was completed by her landscaper and informed us that she was having
  problems with her pole. I believe it was the same day it was installed (10/24/24) or the next day not do to with water but having the pole NOT telescoping up and down. ***** my landscaper picked up the flagpole that the store just before he was to install it.  

  We sent our technician to her home to assess the problem. The pole
  had been installed near a lawn sprinkler head, the ground was completely saturated for several
  feet around the ?agpole causing the 1st problem. NO the ground was not saturated- it is all rocks that drain no issues surrounding the pole

  There was water in the pole but the pole doesnt know if the water came from rain or a sprinkler and it is an outdoor pole so water would be present in any case I have no issues NOW since the new company put my new pole in the original sleeve that CJ & ******* said was the problem apparently it was not.  Im inclined to think it was more an inexperience issue with fixing flagpoles.

   

   

   

   Upon  it was discovered that the
  ground sleeve for the pole was installed upside down with the tap on the bottom of the pole
  blocking drainage creating problem #2.  The flagpole company that actually installed a properly working flagpole said that it was an easy fix AND it was all done correctly in ONE SERVICE CALL.  Again possible inexperienceshouldnt be my fault.

   

   The cap's intended purpose is to put on the top of the
  ground sleeve when the pole is removed for storage purposes preventing rain and debris from
  ?lling the ground sleeve. Ms. ******* determined the sections of the telescopic pole she
  purchased was too heavy for her to raise & lower and wanted a different pole.  (It was too heavy because it didnt work properly-I have no issues with my new pole that was installed correctly- it has no debris in it no water gushing out of it like the old one and I can raise/lower it myself)

  Even CJ his technician had a hard time with the pole and said he had other clients with the same issue this wasnt an isolated case

   She called the store and we recommended a rope halyard pole, she agreed and our technician took it to her
  house to install it. she did not like it and sent it back to the store. It did NOT FIT in the sleeve and CJ the technician said dont move forward with this pole as it currently stands the diameter of the pole was significantly smaller than the sleeve diameter and would not be stable.

   

   Then, She came into the store and was shown the other poles available. She chose the same rope halyard ?agpole that had
  been brought to her previously.  I inquired if he could order a pole that would be the appropriate diameter he said no and that he could have ** install something in the sleeve that would make up for the extra space in the pole to keep it secure, since the telescoping pole did not telescope down I had no choice but to try that.  When I asked about the size differential of the pole he said the new pole was rated for 110mph winds and that even though it was thinner than the telescoping pole he said it was as strong that it didnt need to be as big in diameter because there would be no other sections of the pole telescoping down into the bottom.   ******* said that ** would be out to swap out the pole and make things right THAT NEVER HAPPENED

  We gave her the cash difference between the cost of the two poles.  Not sure of the cost of the other pole (that was not disclosed to me)   the woman clerk that was there was holding aside a new cloth 4x6 flag ($170ish value what I paid for my now non usable flag for that pole)  and what she called flag pole condoms (I looked up the real name flag Snap Covers) it is used to keep the noise down from the flag mounting hooks from slapping against the pole. She added a few other items to the bag and said she would have ** deliver them when the pole came out to me  THAT NEVER HAPPENED. She did give me about $50 stating she wished she could do more but couldnt NOTHING else to make up the difference in the pole price difference AND I NEVER GOT THE NEW POLE  (there must have been a big difference for her to offer all these other items to make up the difference)

  Our technician went to her home to install the pole. (his 4th time at her home)   NOT accurate

  1)   The pole was installed 10/24/2023  - I called the store and CJ came while I had numerous neighbors there who have flag poles, they tried to help me and the pole would not come down.  ** had a difficult time and mentioned this was a fairly new pole offering and that other clients had issues too.

  After a horrible storm and I could not lower the 2 flags on the pole & called and asked what can I do I went into speak with the woman clerk that was there on 1/19/2024

  2)   1/24/2024 CJ came out again to see about switching the pole it did NOT fit the sleeve and it was returned. Even ** said dont take this pole

  CJ had to take the telescoping pole back to his workbench to try to fix one of the pins that didnt pop in/out it went into the pole then he returned the telescoping pole I DO NOT HAVE THE OTHER POLE AT ALL.  As a matter of fact I still have the broken telescoping pole at my home

  3)   1/26/2024 CJ came out to put the telescoping pole back up  - it did NOT lower when I tried to lower the flag again in February

  I called the store in February and went through the conversation with ******* and since the telescoping pole did not work we would try the other type of pole with the adaptation to the sleeve he mentioned he said ** would make it right.

  CRICKETS I heard nothing until I texted CJ on 3/11/24 inquiring if he was aware of the situation he seemed surprised.

  The next day ******* called in a **** stating the flagpole was out of warranty because the landscaper put it in and hung up on me.

   

   

  she told
  him she was satis?** and thanked him for his patience.  I always thank service vendors for coming to my home when they try to fix something I said we will see how this works out but I was still skeptical  - he tried for 3 service calls with no success the flagpole company I used to put in my properly working pole did everything in 1 service call.  This clearly was not my fault.

  within a few weeks she tailed and
  spoke with Manager *******, who informed her that we had done all that we could, the
  ?agpole was improperly installed by her landscaper and that it should be their responsibility to
  rectify the problem. Her residence is 1 hour roundtrip from our store and our technician was
  there 4 times.  Only 3 times I can account for. not sure of his 4^th call

  She was never charged a service call fee which is $89. I was told they would NOT charge a fee on a new flagpole to make this right, which was never made right!

  We honestly feel we did everything possible to rectify her problem which all started with an improperly installed
  ?agpole by her landscaper. A landscaper WHICH he supposedly works with and has done numerous installations according to him and he never mentioned any problems and that it would void a warranty AND the fact the new flagpole company I worked with used the same sleeve and I have had NO issues since the new flagpole was installed by that company in ONE SERVICE CALL

   

  So from this company that I spent almost $800 to have my Flag pole and flag set up-  I have:

  1)   One eagle that was gold but no longer gold

  2)   One expensive broken flagpole

  3)   One, too heavy for the pole I was sold, 4x6 cloth American Flag I cannot use now.

  ******* and this store had numerous bad reviews wish I saw them before I listened to my landscaper BUT the landscaper crew did tell me this never would have happened under the prior owners, which I believe to be trueit certainly couldnt be worse.

   

  What can he do to make this right stand behind his products & provide a refund for a defective pole

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩