Summit Exterior Systems

Our initial position has not changed and we feel that we have already addressed all the issues

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The gates were originally installed without the agreed upon powder coating and that is why they had to be removed and reinstalled. The gate failed because it was not installed true (i.e. squarely).  Concerning the mailboxes, according to knowledgable people we asked, any gate installer with any level of experience is aware that the US Postal Service must have access with a postal approved access box.  We do not feel we should have know this since we were new to this process and they as the experts on security gates should have discussed this with us before the installation. Additionally, the gate failed several times in the first year and although the installer did respond, begrudgingly, to each of these issues, he never solved the lock issue. When he began accusing our tenants of abusing the gate, charging us to fix the gate even though he had already failed to do so after multiple attempts, we decided to hire our own welder to make the gate work. We did this because we could see what he had done wrong and he would not admit any fault. He wanted only to change bent pins which was a symptom and not the cause of the problem.  We initialed getting new pins from the manufacturer although they did agree to call the company for the pins and act as a middle man when the manufacturer  required that.   Why he thinks our tenants would abuse a gate that gave them security I do not know.  The proof that it was an installation problem is that once we modified his gate to latch properly it never failed again even after many months of use by the same tenants. 
Regards,
[redacted]

Our initial position has not changed and we feel that we have already addressed all the issues.

The gate was fabricated and installed as per our agreement.  We are always advised by the client of their needs before ordering any special locks and lock boxes.  A couple of days after installation, the client complained about the mailman not delivering the mail and needed a special key....

 We advised the client that we had not  been made aware of the special key, and that the new lock would require a new lock box.  This meant that we had to take the gate down, take it back to the shop, cut the old box out and weld in the new one.  We then had to repaint the entire gate and go back to re-install it.   It was agreed that the client would pay only for the lock and that San Diego Iron Gates would do the re-fabrication and re-installation free of charge.   We had several service calls after the re-installation from this client regarding the gate latch not closing properly.  We responded promptly every time.   Upon original inspection, it was determined that the latch had been tampered with by the tenants' misuse, and as such is not covered by warranty.  Nonetheless, we still went ahead and corrected the problem free of charge couple of times.  After the 3rd or 4th service call we found out that the interior pin inside the lock had been bent as a result of excessive force having been applied.  We straightened the pin, fixed the problem without any service charge.  The client was advised that if this problem continued, a new pin would have to be ordered and we would gladly replace the pin for a small service charge, but with no cost for the part.  The client decided to take the matter into their own hands and order the part and replace it themselves.   I personally helped them by calling the lock manufacturer a couple of times to make sure they ordered the right part.  Our company went above and beyond call of professionalism and good faith to address and fix all of the client's concerns.  We spent several hours and costly material without any compensation.  Therefore, the client is not entitled to a refund.  If anything, our company is owed monetary compensation for all the extra work and hours spent.  Every effort was made on our part to please this client.  We would kindly request that they remove their complaint.  We would be happy to offer a complimentary service call should there be any future issues.