Complaint Gate not installed as promoted and promised by company. Has begin to fail. We had the company install a fence with a double gate in the back. They promised to install the gate with continuous boards and not splice between double posts so as to provide more support. It was installed 12-3-13 and we had no reason to think it was put together improperly. 3 months ago the gate began to sag and we noticed they had spliced the boards exactly where they had said they would not. We called the co. and they sent the owner who tried to put screws into posts along with a lag bolt to try to pull the gate to the 4x4 post. This did not work. There was only 1 nail to hold the board in place and the gate hardware was attached to that board with the 1 nail providing no support for the weight of the gate. There was a post that twisted and he said they did not warranty ( if the installation had been done properly the twisted post would not have been a problem), but he said he would be back to fix the problem. We never heard from him again. Placed a call to sales and explained to him. He agreed that the boards should not have been spliced and would have it taken care of. No one has ever been back. We placed numerous phone calls that were ignored. We paid $$$$$ for the fence and gates, which was paid in full upon completion. We feel we were promised a superior installation and did not question the price because we wanted the quality they said they would provide. This is a double gate and both sides that are providing support need to be repaired
Desired Settlement We want the gate, horizontal boards that were spliced and posts (both gates, boards and posts involved) to be repaired or completely re-done. All we asked is that they do the installation as promised
Business Response since the item is admitted to be not in warranty we feel no action is reccquired. But We responded and fixed once. But will offer to refund the price of the gate. Thank you
Complaint Ace Fence installed faulty equipment and charged us an extremely high price now won't service it. We spent approximately $29,000 on fencing with Ace Fence. Within 1-2 months after installation completed, we already had problems with remote entry gate. They came and replaced battery numerous times. Next thing was the keypad entry went out. They came and replaced it also. Now, the keypad entry has again failed, and after numerous calls to ***** they came and picked up the keypad and have not returned it and it's been 4+ weeks. He rarely answers my calls and when he does he tells me they will be there "tomorrow" and they never show up. Come to find out, the keypad they installed is not appropriate for outside use in the first place which is why it continues to go out. We are in the process of selling our house and need it working properly. I think this is very very poor business and poor service and something should be done. In the meantime, I have been forced to call another fence company to get a keypad installed because utility companies have to have access to the gate to read meters, etc. besides the fact my realtor is showing our house.
Desired Settlement I want the keypad entry replaced with an appropriate keypad used for "outside" use not for a garage door!! These cost between $500-1000 which is probably why they installed a very cheap one which is why we have problem after problem. I also want the solar panel they brought and sat on the ground (very likely to get hit by mower) installed properly on a mounted pole. I also want service when I call with a problem, someone comes to our house and fixes it within a reasonable time frame (1-2 days). We have no other means of entering our property without the gate working!! We paid $6,200 for the gate alone and it should be trouble free for years! That's what I'm asking for, which is not unreasonable.
Business' Initial Response The operator called for the key pad we installed .the most exspensive one listed is only about 450.00 which is foe heavy commercial use . I have now installed a commercial operator. for her. also i have installed a solar panel that exceeds manufactures specs by 400%. SHE SEEMS SATISFIED. THIS IS MY THIRD RESPONSE I MUST BE DOING SOMETHING WRONG IN YOUR SYSTEM. SO I RESPONDED DIRECTLY TO YOU . tHANKS FOR YOUR PATIENCE
-- **** ******** Ace Fence of Tyler
Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.) I do accept their response however, do not want case closed out until I receive the refund check for services I paid for due to their negligence and poor service. THIS IS ALL AFTER SPENDING $29,000 WITH THIS COMPANY WHO OBVIOUSLY, DOES NOT APPRECIATE OUR BUSINESS.
I would still never recommend this Ace Fence to anyone!!
Business' Final Response BBB has not received a check from Ace Fence, and we wanted to confirm a check had been sent due to your statement made on 06/21/2013. Please advise BBB if you have mailed a check to our offices as you stated in your response below:
i agree to honor our two yr. warranty on workmanship. iam also sendinging check for 380. 00 to bbb tday. thanks ****
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