ComplaintsforMaster Wire Manufacturing Inc

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 21, ****, Master Wire Manufacturing completed building a fence on my property with a double gate. I paid a total of $20,800 for the scope of work. Approximately after 1 week of completion of install, I noticed that 1 gate door was sagging which prevented the door from closing. On July 5, 2022, I informed Tino from Master Wire about the issue. On July 7, 2022 **** arrived to my home and made adjustments to the hinges, which provided a temporary fix. On July 25, **** I informed **** via email that I was having the same issue with he gate again. **** arrived to my home on the same day and stated Id need a new gate and hed come have by August 12, 2022 for the replacement. Since then, *** received nonstop excuses on why no one could come out to my house to do the replacement. Excuses ranged from inclement weather, employee availability, and material availability. Because of the inconvenience, I requested Master Wire redo the front row of the fence due to poor appearance and replace the date. **** agreed and dragged out the repair timeline even longer because I was requesting for more. On the week of October 24, 2022, **** rescheduled me twice, once on October 28th and then October 31st due to inclement weather. On October 31, 2022, Tino canceled on me again and I requested some sort of nominal reimbursement. **** stated he would have the owner reach out to me. On November 1, 2022, **** called me and stated the owner would be at my property on November 2, 2022 to speak to me in person and come to a resolution. No one ever showed up and no one from Master Wire has reached out to me. I even opened a dispute with my Chase credit card for the amount of $10,800 (dispute# C-********-****) that was charged on June 21, 2022. Even with the dispute being open, there has been no attempt of Master Wire willing to rectify the issue.

  Business response

  11/11/2022

  Good Morning, I would like to apologize for the lack of communication. I was never informed their was a problem with the gate. I have spoken to my salesman **** and his account of the story is that the original contract called for a single gate and during the installation ************ wanted to change it to a double gate. Which is why their was a 3' wide section next to gate. The opening went from 5' wide to a 10' wide gate. Also when **** went out the 2nd time to repair gate he advised ************ that if this happened again that he might need a new gate. **** did offer to have the owner of MW come out and meet with him to discuss a solution but ************ declined and said he would take care of it. I have no problem removing and reinstalling the front section of fence and moving 3' section to the corner rather then next to gate. If acceptable I would like to meet with ************ and discuss a resolution. 

  Respectfully,

   

  ***************************, VP

  Owner

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