Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service 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 went into contract with Johnson Gate openers back in February of 2022 to build and install an entryway gate at my home. They said it would take 8 weeks to complete. 9 months and hundreds of excuses later I am left with a gate that has yet to be finished according to agreed plans, with broken hinges and gate arms. They have been paid in full for a total cost of $13,698. When I signed the contract, they told me it would take 8 weeks complete. 9 months later and payment made in full I am left with an unfinished broken gate. I am asking for my final deposit to be refunded in the amount of $7549.06 to have someone else repair and finish the work. I am still open to give him one last opportunity to fix and complete the gate that I paid for. During this drawn out process the gate hinges have broken 3 times, bending the welds. They tried patch repairing it each time and continually broke shortly after repair. For months my gate has been held open by sandbags waiting for them to complete the project. I have emailed, text and called them numerous times. ****** the owner never responds back. Every now and then his wife will text me an update after numerous inquiries. I have done everything to be patient and work with them. On November 2nd they were able to get the gate operational and 95% complete. The next day an employee showed up at my home asking for the remaining balance and insisted they would finish the gate l within the next week. The very next day on November 3rd, the hinges bent away for the third time from the posts causing the gate arms to break. They had an employee come that day to lift, move and break away the gate swing arms in order for us to get out of our driveway. He has avoided and stopped all communication and has left me with an unfished gate held up by sandbags. I have attached emails, receipts and text correspondence. They need to do the right thing and hopefully this is taken seriously so it does not happen to others.

  Business Response

  Date: 12/03/2022

  Myself and my husband are the owners and I did speak in person to the customer Nov 23rd in my office, This gate was damaged several times by the last two hurricanes/storms. ************** left his family and went to help the customer in the rain on the morning of the hurricane (at no charge) We did offer to repair damage caused by the wind and the owner to only pay for the damaged parts but the customer refused. This is the third time a storm has damaged the gate and we did make the first two repairs at no cost. This is not warrantied as stated in the customers owner`s manual due to an act of mother nature. We have attached photos showing the wind damage from the last storm. If you can find "ANY" other company that will sign a contract and make the repair and warranty it against any damage caused by mother nature please have them contact us ASAP.
  Thank you,
  See Attachment/File: kein2

  Customer Answer

  Date: 12/05/2022

  The Gate was not finished. There were no pervious storms that caused the gate to be damaged. Please be honest. The gate was partially installed in August and only worked for a few days all the way up until November. The hinges broke and bent solely from the construction of this gate as you previously mentioned in response. But please note these previous breaks, concerns and issues never resulted from any storm. Only from incomplete work. Since I visited you in the office no one has called or responded back to my numerous emails. You respond quickly to a ****** review, yes. Would you like to finished this gate and perform the repairs needed to reinforce the gate to be operational? The project is still open as it never has been finished. Until completion you can hold a customer liable for things that happen to an incomplete job. Please let me know the *** wind force you will stand behind your product on? If its only up to 30mph and that's it, that was not conveyed or stated. When I spoke to you in person you told me you would make this right and get this gate fixed and finished. Still waiting.... Again, as stated over and over again a return call or response would be great. Upon further looking, it shows that I am not the only customer of yours that has shared this same experience. I am a very easy and understanding customer. That also requires you to respond to me, not through a BBB portal, so we can work together.

  Customer Answer

  Date: 12/05/2022

  ***Document Attached***
  I have attached an estimate from another company to strengthen and finish the gate as it was supposed to have been done. The very least I would like this amount refunded back to me.
  See Attachment/File: Quote **** ********************* - Swinging Gate .pdf

  Business Response

  Date: 12/14/2022

  The gate was damaged by storm winds and is not warrantied. This has nothing to do with our workmanship at all !! Storms take roofs off and turn semi trucks over so there is a limit of storm protection to any equipment.

  Customer Answer

  Date: 12/15/2022

  Still this company will not reach out even after this and numerous attempts to then on my behalf. I will deal with my losses from them, but I hope the BBB will look into this company closely to prevent more people from being shorted and misguided

  Customer Answer

  Date: 12/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I need them to finish the gate. They can blame repairs and take not take accountability but still they have a cross bar on the gate they have not installed. Bottom line the gate is not finished and they are paid in full. Again, numerous attempts to get in contact and not response and now 10 months latter. I also just found out when I called lift master they are not an authorized installer or seller of their equipment. They cant warranty their work nor are they accredited by them. I was told by Johnson gate openers they are.