Complaints

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• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had damage to my gate due to a hurricane. CIA access had installed the gate so I called to have them come fix the gate. They came out noted that the posts securing both gates needed to be re-cemented in place so they came back and did so. They said to not open or close the gates within 72 hours of which I complied. When I went to close the gates one operated fine but the other one would hit the guide rollers and then re-open. I called CIA access and told them this was occurring so they came, but instead of fixing the issue, which was the post they cemented was not vertical, they just adjusted the gate to stop short of the rollers so it did not close fully. I called back again and asked them to come back and fix the post. They came out and adjusted the gate again but it still wasn't fixed. I told them they need to re-cement the post vs. keep making adjustments. They sent someone out and he called me, per my request, but instead of calling before he started the work he called when he finished. I told him he was to call before because I do not want them to just re-drill a hole to move the guide roller as the problem is the post and therefor the gate leans. He said his solution was to just re-drill the hole. I called them again and finally got someone to come out and confirm that the problem is the post and that he was the one that cemented the post. He said that he would note the post needs to be re-cemented but the decision is not up to him. I then received a call from their billing department saying that I had un-paid invoices so the order to repair was on hold. The invoices they were talking about were invoices for their trips to fix what they did wrong in the first place. I paid for the cement work so I expect them to come fix the post by re-cementing it and making sure it is vertical or refund what I paid so I can have someone else fix it.

  Business Response

  Date: 07/23/2025

  Our office must have missed the original communication from the BBB, but we take any customer concern very seriously.  

  In the case of *** *****, there was a misunderstanding with the client attributed to the storm repairs and poor communication between him and our staff.  Once our management team was made aware that he had a concern that had not been addressed.  We resolved at our cost and there were no charges applied. 

  We had no idea he had submitted a complaint to your bureau; but it's disappointing as simple return call to our office was all that was needed to resolve.  (For background, once we had a clear understanding of his concern and refusal to pay his outstanding bills, his concern was addressed and resolved.  Unfortunately, he had been ignoring all communications from our office up until approximately one month ago, so it appeared he was just a bad debt client. I believe he felt in his mind that we were aware he still had issues with his gate)

  I have attached the zero invoice for the repairs, and would appreciate this being removed and closed from the BBB.  Any further questions or concerns, please let me know

  Thank you,

   

  -****

  ************

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23518292
  
  I am rejecting this response because: Though the business did zero out the invoices and I did receive a voicemail stating they have resolved the issue, I have not been able to inspect it yet.  That being said, the business's explanation is entirely incorrect.  The communication from me to the business was very clear and I was responsive to the business in all aspects.  Every time I called the business I explained that the invoices were not accurate since they were for coming back to fix the issue they never fixed in the first place.  The view that there was somehow an issue with my communication is an example of a business that does not take responsibility for their actions.  I would expect them to acknowledge that they made the errors as from the beginning I told them they needed to fix the post vs just make adjustments.  Assuming the post is fixed, which I will inspect when I am back in town on August 2nd, I will be willing to acknowledge that they have corrected the issue but I would expect them to acknowledge it was an issue on their end, not a communication issue on my end.  Also note that I did inform the accounting department that I was going to file a complaint.
  
  Sincerely,
  
  **** *****