Complaints

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• Initial Complaint

  Date:10/05/2024

  Type:Billing 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 was customized a sliding gate and side gate with this company and they give me the quote to pay for deposit. The automation in the invoice is $2680 plus GST. However I was find out on the company website that the product they sell for this automation is $1196.15, I let them install another automation that they changed $200 cash so I figured its a scam for me. I wish a solution for this problem with this business. The installation of automation is maximum two hours labor. This company should not cheat people this poor way.

  Business Response

  Date: 13/05/2024

  Hello ********,
  
  I manage my own business as an engineer technician with over 28 years of experience, in this field of technical services.
  
  The only company -at least in **, ******- that has online estimation, online shopping, and also has two separate viewable/downloadable (***) two price lists:
  1- To the gate companies and professional installers
  *Without any warranty costs, Tax costs, shipping costs, and technical installation services costs included.
  2- To the end clients 
  *The warranty costs, shipping costs, and technical installation services costs are included.
  These price lists as shown are from 2023, and we will update them at the end of June.
  
  
  It would be great if you check out our website for the price lists and compare them with other gate companies in ******. Most of them don't have any prices and you have to send the request to get the quote!
  I have a ******* channel with DIY videos and many articles that can help others who want to have more information. I have my specialized training courses held in person at our companys location and offered to groups at no cost! I am trying to share my knowledge and experience with all for free.
  
  
  Adjustments of the technical installation costs and the warranty costs are different and depend on the product's type, model, brand, model, and capacity.
  -The installation cost for any product is different and some of the products need to have a professional installer. 
  
  
  In this case, the quoted and invoiced amount is the same as shown in our price list.
  (A shot of the *** file is attached)
  
  ------------------------------------
  After receiving the request, 
  1-Based on the chosen gate type, design, and dimensions, we quoted our best recommendations, from our client hub.
  2-We recommended several suitable gate operators and accessories, as optional items.
  3-We have marked our technician's best recommendations by using a "TIK" on the left side of each item.
  4-All of the options in the quote are selectable and you can choose what you would like to buy.
  5-You can send us a request for any changes/additions to your current quote by clicking on the (Request Changes) and explaining what you would like.
  6-We waiting to get the approval or receive a request for any changes in the estimated items or designs, and our client can click on "Approve and Pay" the requested deposit amount to start the project OR click on "Request to changes", with a note to explain about the add/edit the quote.
  7-After we receive the approval, will begin to manufacture and try to finish the order in the scheduled time frame.
  -----------------------------------
  
  -In this case, before the installation date, April 24th, we received an email communication from our client, regarding the gate operator system and she had many concerns regarding finding and choosing the best gate opener packages that show in ****** searches.
  
  -I tried to explain the technical options and wrote to her if you are not happy with this product or with us, please find another professional company, and she replied on April 25th:
  "I think this Key automation should be fine. Yes, I guess those online rates might be advertising for selling the product as well. Lets keep the key automation and Im confident for your product."
  (I can forward all emails)
  
  -On May 3rd, at 10 am, four of my professional technicians and I were at the site for the installation, as scheduled and that order was ready on the site in time, as I promised! (one month)
  
  -For any reason by the client, this house has two sliding gates, side by side. The inside gate was old with an old installed *****.
  
  -The power input that we needed to install the new quoted **************** ***** source was under the installed old *****, and the owner asked to change the whole black electric wire that was under the ***** to a standard electrical cable.
  
  -So, we should take the old ***** out anyway and install the new one,
  It was safer, that we make sure about the electrical connections by ourselves, before leaving the property.
  
  -Also, the owner bought a Chinese sliding ***** from Amazon and told me: I want to install it, How much you charge me cash? $300? - $400?
  I said: Give me 10 minutes, I will let you know.
  
  -4 technicians waited for me from 10 am to 10:45 am at the site, and I had to back to them to coordinate the job site work plan, with my teams.
  I started the gate installations and operators with two couple separate teams to save the working time. 
  
  --> I thought it was ok and we could make the decision later, regarding the cost of the Chinese gate automation by a little bit of discount to make my client happy. ((It was my mistake))
  
  -After checking and testing all and work finished, I was so tierd and wanted to leave the property, I told the client at 9 pm: At least half of my working day time for two technicians (Except myself) was spent on Installing the Chinese gate operator that you bought from Amazon. ( 2 technicians x 5 hours = 10 Hours - except myself)
  
  --> Client said only $200 for the ***** installation and I was so tierd and no more energy to start the explaintions...
  
  Please check the links below and compare how much the installation costs roughly for a sliding gate operator.
  -------------------------------------------------------------------------------------------------------
  ->Example: CSL24UL - Liftmaster: 
                                                            ($4195.00 + shipping costs + import taxes) - ($5545.00 in *********) = $1350 Installation costs only
  
  ***********************************************************************************************************************
  
  *****************************************************************************************************
  
  ------------------------------------------------------------------------------------------------------
  
  Check here: How Much Does Automatic Driveway Gate Installation Cost?  Typical Range: $875 - $3,830
  
  *****************************************************************************
  
  ------------------------------------------------------------------------------------------------------
  
  Cardin Slide Gate Automation Package: $3,020.53
  
  *********************************************************************
  
  -----------------------------------------------------------------------------------------------------
  
  -My client still concern about the capacity, ***** ***** and voltage regarding the installed italian Key Automation gate *****,
  
  All technical documents and informations sent before and she approved before! (Most of the commercial sliding *****s are working with DC24V *****s, and the energy efficiency of this product is in level A!
  
  Please check this link to know more info about Energy Efficiency in ******: 
  
  ***********************************************************
  
  -----------------------------------------------------------------------------------------------------
  
  My business policy, returns, warranty ruls, estimations, invoices, prices lists are viewable and printable in my website.
  
  --> www.retcc.ca
  
  --> *** Price lists: *****************************
  
  (The 2023 price list will be update on June and the price of this product will beupdate from $1,196.15 to $1,474.95)
  
  I do not have any plan to waste my time anymore for this case, If you have any idea please let me know.
  
  Thank you for your understanding,
  
  -****
  
  Royal ****************

  Business Response

  Date: 16/05/2024

  Hello BBB, ********,
  
  Please check the previous message that I sent and explained.
  
  1--> If you would like to have delivery, warranty, and installation services from the company, you have to check the price list "A".
  ------A----->The price list "A" is viewable and printable on our website, and the shipping, installation, and warranty costs are included only for clients located in the *************** area.
  ------A-----> Please check page #7, item #** from price list "A" and check the price of the subject: "KeyAutomation, Model: SUN11024" = $2,680.00
  ------A-----> We are estimating, installing, and invoicing for all clients, with the same amount that shows in our price list "A".
  
  ------A-----> The first estimate -linked- sent on April 2nd, 2024 shows the same amount for the product (  "KeyAutomation, Model: SUN11024" = $2,680.00   )
  ------A-----> Link PDF: ****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************
  
  ------A----->On quotation #*** -as shown- we have 4 different brand/model gate operator systems and some accessories as optional items to client choice and we marked the best one ("KeyAutomation, Model: SUN11024" = $2,680.00) with the same price.
  ------A----->This quote (#***) was updated many times as the client requested with some changes/additions to the quote, but the product prices are the same as shown in the final invoice.
  ------A-----> So, No trick! No surprise!
  ------A-----> She approved quote #***, and paid the required deposit amount, on April 5th. And then we started to prepare the needed materials to complete the project on time, as agreed. And we did it, as agreed.
  ------A-----> You already have the invoice with PAID stamped in the attachment.
  
  
  ***********
  
  
  2--> If you would like to have NO delivery, warranty, or installation services from the company, you have to check the price list "B".
  ------B-----> The prices shown on the website's products, are from the price list "B", and you can make your order through our online store.
  ------B-----> The shipping, warranty, and installation costs are not included, and you can choose one of the shipping methods: 
  ------B----->As it shows on our website's online store if you are interested in coming to our store and picking up your order from our store located in ******, ***
  OR
  ------B----->The package can be shipped to your address by additional shipping cost auto calculations by the Canada Post.
  
  
  
  
  ----EXAMPLE----> When you order on Amazon, you will pay only the cost of the product + Shipping cost (depending on your shipping address)
  ------B-----> So, the price that shows on the price list "B" and our online shopping is for the raw products.
  
  ------B-----> The price of $1**6.15 "KeyAutomation, Model: SUN11024" that shows in the online shopping and that you use as a reference does not include the shipping, warranty, and installation costs.
  ------B-----> SUN11024 online shopping: ********************************************************************
  ------B-----> Fortunately, the Italian sliding gate opener "KeyAutomation, Model: SUN11024" is one of the best and most trustable products that we provide,
  
  BUT
  ------B-----> We do not have the *** explanation video on the ******* channel for this heavy-duty sliding gate operator, because this model is used for commercial properties with heavy gates.
  ------B-----> Needs special technicians, with special knowledge of this product class, even the programming and installation process (Type-14A) is different from other models in this Italian brand (Key Automation).
  
  
  **********
  Our website: www.retcc.ca
  Price lists "A" & "B" link: *****************************
  Pricelist "A" PDF link: *******************************************************************
  Pricelist "B" PDF link: *************************************************************************
  ******* channel: ***************************************************************************************************
  
  
  -------------Warranty-------------> ("KeyAutomation, Model: SUN11024" = $370.75)
  Exclusive warranty plan 31% of the product value
  Limited time: one year
  Technical services fees: free of charge
  Replacement parts fees: free of charge
  Reprogramming / Updates fees: free of charge
  Traveling and shipping fees: free of charge
  
  
  -------------Labor--------------> (3 pm to 9 pm) 6 hours x three technicians = 18 hours X $48
  ----------->The estimated cost of the extra installation materials costs and the technical installation services was $900
  
  
  
  ----------Extra Costs--------->
  The "KeyAutomation, Model: SUN11024" heavy-duty Sliding gate opener packages -as shown on the website, online store, and price lists, (like the other 26 different models of the sliding gate opener packages) come only with 13 ft of gear- racks.
  We added 7 ft of this product to the package because the driveway gate length was 20 ft, and even I did not tell our client about the extra needed materials!
  Link: ******************************************************************************
  --------------Finally--------------> Warranty + Labor + Extra materials
  --->  370 + 865 + 76  = $1310  ====>> 1483 - 1310 = (((($173))))
  --->  You can calculate now how much percent the company got margin from this deal.
  --->  Please check the previous message to get a rough estimation, regarding the total cost of installing a smart commercial sliding gate operator system project with a real warranty, in ***
  --->  We never installed any sliding gate opener packages with $200 labor, before. (We installing our listed products with a warranty, only.) 
  --->  As explained before, our price lists, online stores, estimation, and invoicing systems are linked together in our client hub, and all products and prices have their links and sources.
  --->  All installed products have the warranty number labeled by a secure sticker and a serial number registered on our product directory and our warranty rules are viewable on our website.
  --->  Warranty Rules link: ********************************
  --->  Screenshot of the page #7 for price list "A" is attached
  --->  Screenshot of the scheduled service #*** attached
  
  I appreciate your understanding,
  -****