ComplaintsforGates Enterprises LLC

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It had been requested by us for Gates Enterprise to provide a written, itemized estimate at least 3 times. Each time we specified how much the insurance company was going to pay, and each time it was ignored by the Gates representative. The entire scope of work was provided to the Gates representative (square footage, material, etc) and he still would not provide a written, itemized estimate like the insurance company provided. There are procedures to follow if the contractor's estimate is higher (with proper justification) than the estimate that the insurance company provided. The Gates rep chose to ignore this, and as stated, refused to provide a detailed, itemized estimate and scope of work. The Gates representative's tactic was to keep trying to get someone out here for various reasons, and simply ignore the request. I believe this to be an unethical way to conduct business, and someone cannot help but believe that this is to take advantage of the insurance company, and the consumer. Gates refusal and unwillingness to provide an itemized estimate displays a lack of business ethics, and leads me (the consumer) to believe that they just wanted to somehow get the process started with basically a blank check. The Gates rep had also written on the initial paperwork that Gates would do the work, no out of pocket expense to consumer, and not to exceed insurance proceeds. This is why we have chosen not to do any business with Gates Enterprises.

  Business response

  10/25/2023

  Dear ****************, although you may believe that we are bound to provide you with an estimate for the repairs needed for your home you are very much incorrect. The agreement in which we work off of, clearly states that the estimate for the work to be completed can not be calculated by us, as we use the insurance approved estimate because they are the company paying for these repairs, your project is not a retail project, meaning this money for the repairs is not coming out of your pocket, it is an insurance claim. When you are using funds from an insurance claim to pay for repairs to your home, the insurance company provides you with this estimate and our only job at that point is to do those repairs to our highest standard for the price allowed by them.

  I will review your file. I will try to figure out where the disconnect is, however if you signed an agreement with my company to do work on your home, then I will enforce that agreement to my end because of the way that you attempted to slander and defame my company.

  
  Your complaint is not valid. 
  

  I have completed over ten thousand homes in Colorado, I hold a high reputation in the community in which I serve. To hear about this though an email, when there are over 750k homes effected by a hailstorm this year alone, it seems to me as though, the consumer (you) simply does not like the idea that we are a company that doesnt  put a hard price on a project that has so many unforeseen problems. If you want me to tell you the price, thats fine. The price will be negotiated with your carrier, so that way the proper funds will be allocated to the proper repairs. Your insurance company, (billion dollar for profit corporation) would love to hold my feet to the fire on a price that might not be fair for a small business such as myself. 
  

  Once I get done reviewing your file, I will reach out. I will not be canceling or voiding anything. If you have a chance, please read the agreement in which you signed and feel free to contact my office (number on ******* if you wish to speak to me directly.

   

  To many times have I seen a person wish for me to do repairs for less than what the insurance company is paying to have done, this is called a financial loss, the idea that you wish for me to conduct my business like that, is the exact reason that in this country, why most businesses go out of business within the first five years.

   

  I am not here to bend the rules, grease the wheels or do something of value for less than what it is worth at a fair market price. This complaint is invalid and, I, in hopes that the people reading it understand that nothing in life is free, I am not Chilis Diner, you dont get to complain and get a Free Meal at Gates Enterprises. I have treated my customers with nothing but respect for over 10 years in this market.

  Finally, everything that we have at my company, we got from doing good work at good price. Shame on you for asking me to do it for less than market value and shame on you for encouraging me to feel like I should have to bend the rules to keep a job that you are contractually bound to.

  Customer response

  10/29/2023

   
  Complaint: 20701861
  
  I am rejecting this response because:

  As the homeowner and the homeowner insurance policy holder, we have a valid right to monitor and question this insurance claim process and repairs.
  
  To ensure that all costs are being covered and prior to any work being started, all costs should be negotiated and agreed upon between the insurance company and the contractor and funds approved.  In the unlikely event that something additional should arise, the contractor should submit a supplement to the insurance company, and once again the supplement must be approved and funds allocated from the insurance company.  Our concern is that if this process is not followed, in the end we may end up incurring out of pocket expense. 
  
  We have verified with the insurance company that we have the option of having items within this claim to be completed incrementally.  We intend to exercise this option of completing items incrementally that were identified by the  insurance adjustor, and at a timeframe of our choosing.  We have decided to  have the roofing completed at this time.  All the measurements, materials, and material amount required to calculate a bid and negotiate with the insurance company has already been provided.
  Sincerely,
  
  *************************

• Initial Complaint

  06/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Gates Enterprises replaced my roof in October of 2020 and I was pleased. However I never received an invoice. I have called them several times to receive the invoice but I have yet to receive an invoice. I need this invoice to provide to my insurance company so if I need to replace my roof they have a new time and value. How can I get this company to do a simple thing as send me an invoice.

  Business response

  06/20/2023

  We already have him and invoice and he informed us that he will take the complaint down and there was a small misunderstanding. He has was he was looking for. 

  Customer response

  06/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  My only issue with this business was the timeliness of the invoicing.  The quality of their product is excellent and I have no complaints in that regard.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 17th 22 I had an emergency my roof was damaged during hail storm I contacted ********************* to come out he went over some processes informed me as long as I'm okay with everything and insurance approval we can move forward well long story short he wouldn't follow what the insurance was asking and kept telling me we could fight the insurance because how they are handling everything is illegal well at the time I had just lost my neice in a tragic car accident and I informed him I didn't have the head space to fight please submit documents in the manner they've requested or I will need to move on with someone other ***** was upset began to tell me im in a contract and he needs ******* dollars he started talking about my pain and how he will *** me and letting me know he always wins and that's why I have bad luck and he has good luck. He started telling me he has been around my home without my permission which scared me I have gone to the police and filed a report and at this point I will never do business with this company due to ********************* unprofessionalism. And now you have sent lies to this attorney office saying im committing insurance fraud.

  Business response

  01/06/2023

  To Better Business Bureau:

  Greetings. This firm represents the company, Gates Enterprises, with respect to the dispute with ****************. The company values all of its customers and tries very hard to make sure they understand the insurance claims process. Here, unfortunately, **************** did not understand the process, has made false statements about the company and breached her contract.
  

  The work to be done here was primarily as defined and paid for by ****************' insurance company. The initial scope of work from the carrier included a line item for equipment on the roof that was incorrect. So, the company went back to the carrier and asked for the scope to be changed. This was done, which incidentally increased the price of the work and thus increased the amount the carrier agreed to pay ****************. After this was done, however, **************** became inexplicably irate with the company representative. What apparently set her off was the idea that she thought one of the representatives had come to her property without her knowledge at some point. Of course, site visits to take measurements, perform inspections, or visit with the customer are entirely proper.
  

  **************** angry and she refused to move forward to allow the company to actually perform work. She has not allowed the company to perform any construction work at this time. The company then offered to let her cancel the contract in exchange for paying a cancellation fee. **************** refused, and apparently called the police to falsely report trespassing. This firm tried to defuse the situation through the letter attached. In followup discussions, however, **************** cut off communication by announcing she had her own attorney - though she has never explained who that is - preventing counsel from discussing the matter with her further.

  A lawsuit has now been filed to resolve the matter. A copy of that is also attached. We appreciate the efforts of the Better Business Bureau, but at this point the dispute will need to be resolved in the Court.
  

  Customer response

  01/07/2023

   
  Complaint: 18648310
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************

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