ComplaintsforHook & Ladder Fence and Deck
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Complaint Details
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Initial Complaint
12/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company installed a fence and a dual-motorized gates. The gates would not open or close because the wind would bounce them back and forth preventing them from reliably working. Taylor said wind problems are normal and the gate just needed adjustment. He sent his crew out, but they could not correct the problem. The last time they damaged the gate trying to install the magnetic lock. Because of their inexperience, the gate was unusable, He said that he would send someone with experience the next day. When they did not arrive, he said that he would have to locate another contractor to fix the gate. I had to call a company that specialized in gate repair. Their technician came and pointed out multiple problems with the gate installation. He said both gates would have to be removed so they could dig out and re-install a loose gate post, and then properly re install the gate motors. The repair cost would be $2,700.00. Because the gate would not close, and I could not rely on the past installers, I approved the work. I advised Taylor of my intentions, and he said that I was being #### because he would have fixed the gates under warranty. I explained that I had no other choice because his installers were so inexperienced. I also told him that I could not wait nor trust that he could find a more experienced installer. I asked if he would pay for half of the repair because he would have to pay another installer to repair the gate. He said that he would not pay half but did offer to pay $1,100. I agreed, so he said he would deliver or send the check by mail. When I didn't get the check, I called him, and he said he changed his mind and would not refund any money. He said the gate had a warranty and he would have eventually found someone to fix the gate. I did not have the confidence nor the time for him to locate another installer that may or may not be able to properly fix the gate. I am now requesting that he reimburses me for the repair of the gate.Business response
01/28/2022
Business Response /* (1000, 5, 2021/12/25) */ The beginning of the statement was correct, After install the gates did not work, I told the customer I would get a crew back over there due to the crew stuck on a job they were unable too. I personally went over there and adjusted the gates and ran the gates a minimum of 10 times. A week or two later a storm came through Forney with 40-50mph winds.At this time I did not hear from ******. The next time ****** contacted was to notify me that he hired another company and demanded that I pay the cost of the other contractor, What the customer fails to realize is that all of our fences come with either a 3 or 5 year warranty, this warranty does not cover mother natured related issues. It is a workmanship warranty. ****** did not advise me that the gates were messed up after the storm if he would have a crew would have been there. ****** also states that inexperience is a issue we have installed roughly a 100 Electric gates this year with dual swing capabilities. If ****** would advised me of the issue about the gate after the storm I would of advised the customer to put the gates in the locked position and I would have had a crew out there as soon as they completed the project that they were on. Due to ****** hiring another contractor he has voided all warranty on his fence. Consumer Response /* (3000, 7, 2021/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is easy for him to blame the customer for the problems. His contractors admitted that they did not know how to fix the problems. Believe me, if I had the confidence that they could fix the gate, I would not have spent $2,700.00 to get it properly repaired. He realized their mistake because he promised to reimburse me $1,100.00 to offset the cost to have the gate repaired. He broke his promise and refused to reimburse me. It is quite apparent that they lack integratory. My complaint stands. Buyer beware!
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.