ComplaintsforSouthwest Fence & Deck, Inc.
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Complaint Details
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Initial Complaint
06/23/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We paid for them to put in a new fence about 10 months ago. Every month the gate stops working. Either it's stays shut and is stuck closed or won't stay locked. They have come out to 'fix' it many times and every time it just breaks again. We need it fixed permanentlyBusiness response
08/04/2022
Business Response /* (1000, 5, 2022/06/24) */ Contact Name and Title: Jamie T********* Contact Phone: 972-492-1370 Contact Email: [email protected] We apologize for your trouble with the gate. We do want BBB to be aware that every time you call, we show up for the repair. Sometimes when we would get there the gate would be working fine. We have offered up solutions, including letting the Mrs. know that the ground needs to be watered over there by the gate. We are in a very fluid soil that needs constant moisture, otherwise there will be shifting or movement. Similar to the doors sometimes sticking in the house and then shifting back. Most of the time if gate is helped (slight lift or push) it will close and soon go back to its original position. When we show up to repair the gate and there are cracks in the ground around the gates showing a change of moisture content, that is beyond our control. We built a very solid metal frame gate with post that sit 3' in the ground in 5500 PSI concrete. We have done many gates and projects in your area neighborhood and have not had the issues that you seem to have. If you are slamming the gate, propping it open, etc. this will cause movement and adjustments to it as well. We have offered your money back on the gate as well, so you can move forward with another company to see if they can resolve your issue.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.