Complaints

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Calamity of problems, excuses, lack of accountability and attempts to not honor manufacturer warrantees to sell a new unit rather than stand behind their work product. Bought a NICE actuator motor for the gate December 2020 when Metro Garage run by Eddie had a van named Olympian come out. They also operate under Alamo and Metro Garage. 13 months later the same issue occurs where the motor isn't catching to open the swing gate. I call them on a Saturday speaking with Pam who I share "same issue as last year and motor is new, but not catching; please look at my record on file for details." She says okay we have it and I'll send someone out tomorrow. The Alamo Gate guy comes out completely unprepared as I take pictures of the unit, serial number and gate so that they can be ready. He has to borrow my tools and then says, "motor is not catching". I said "I shared this with Pam and you on text when you called; why did you not come prepared and told me what I already told you was the issue?" He went ahead and charged $75. I said please be prepared next time you weren't even prepared to make a repair or replacement. Then they come out 2 days later. Same story, "yep motor not catching". Then I call Pam back and say, "we bought this ~13 months ago and spent $1500; I have to assume this is covered by warranty." Pam says, "no, 12 months". I said there is no way a manufacturer for something of this cost will only warrant 12 months. She said, "I called our Service Manager (Eddie the Owner) and he said "no, out of warranty...but $1200 will get you a new one." I said, ma'am sounds like you are not honoring your work and standing behind it; can't you call the manufacturer?" She said, "oh no, they won't warrant this as it's out of warranty". I then decided to call NICE motors in WA. Guess what: the Sales Rep was upset as he said "we stand behind our product and can't believe someone would try to sell you a new one it's 18 months from the date plus shipping time." He asked for the m

  

  Business response

  03/14/2022

  Business Response /* (1000, 5, 2022/02/17) */ On Dec 3rd 2020 we received a call from Mr. ***** scheduling to have a technician come and take a look at his gate. Mr. ***** was concerned that the issue was with the battery. We sent a tech out to Diagnose the gate and it was found that the Swing Gate Arm needed to be replaced. It was agreed with Mr. ***** and the technician completed the work - Invoice was provided as work was concluded and clearly stated on the Invoice was the cost of repair for parts and labor $1150.00 and the warranty of 1 year on parts and 30 days on labor. On Feb 5, 2022 -Mr. ***** called and needed emergency repair as the gate would not open. This was during the ice storm in the DFW area. Since this was an emergency, we sent a tech out on a Sunday from one of our affiliate companies to see if they could help Mr. ***** out in his emergency situations. Often, there are things that can be done to get a gate working again or get the customer's vehicle out until parts can be secured. On Sundays there are no Distributors open. We sent our senior gate tech to look at the gate and per our Gate tech says "it looks like they tried to open the gate with ice on the motor and all the gears are damaged. Customer's wife, ****** was instructed the actuator would need to be replaced. Mr. ***** was upset that according to him it malfunctioned and demanded that the part be covered under warranty, we tried to explain to him that the parts only have a 1-year warranty - Mr. ***** refused to believe that. He continued to talk down to employee's that answered the phone and slander our company as he felt he is in the right! We have enclosed paperwork from the distributor indicating the parts have 1 year warranty, as well as our invoice that Mr. ***** received indicating 1 year on parts. Mr. ***** indicated he called the manufacturer and was told he had a 2-year warranty - We tried to explain to him that the 2-year warranty was for the WHOLE system. We contacted the manufacturer as well. Per the manufacturer. It is a 2 year warranty on a complete new system and 1 year on parts. However, in good faith and an attempt to keep Mr. ***** a happy customer, we honored his request and replaced the Swing Gate Arm for him under warranty and charged him $175.00 for Labor, he agreed. Our tech replaced the arm on Feb 10th, 2022. We experienced an issue with the CC provided by Mrs. ***** and were unable to charge the card. Our offices contacted Mr. ***** for verification of card and was told by Mr. ***** that "we are running a racket, and this isn't acceptable, he didn't trust our company and he would have to contact his bank to make sure we didn't charge his card and would call back to settle". Never heard from him and the balance is still open. Mr. ***** called again on Sunday, Feb 13, 2022, indicating he was having issues with the gate, and I told him we still had an open balance of $175.00 for the labor. He accused our office of calling and chastising him and we picked the wrong person to do this to, He indicated he wasn't paying and will not pay since we are in the business of ripping people off. Mr. ***** called again on Feb 15, 2022 and was instructed it was best if we parted ways as he wasn't pleased with our service, employee's and our company. Mr. ***** threatened and said, "we picked the wrong person for this, and his neighbor was a litigator, and we would be out all the money he had spent last year getting his gate fixed". Mr. ***** believes he spent $1500.00 for repairs when his invoice reads $1150.00. (Documentation enclosed)

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