No accountability for their work, and poor follow through/organization…read more
A few days after Jonathan fixed my issue, my gate started malfunctioning. I pressed the remote to close it and later discovered that it hadn't closed. It happened again a couple of days after that, but I was able to get it closed. It did it again a few days later. Then, a couple of days after that, I tried to close it and it closed then opened back up immediately. I tried another remote; same thing. I tried the app; same thing. I texted Jonathan (he'd given me his phone number and said to let him know if I ever needed help again) and told him what the gate had been doing. I asked him if maybe he'd needed to reprogram my remotes as part of his repair. He replied the next day, saying that he wasn't in the area, but that he'd have his office try to send me a technician. I thanked him and told him I'd try to find a time that worked for the technician.
I never heard from anyone. The gate was still acting up. This morning, 6 days later, it wouldn't close at all. So I texted Jonathan again and told him I hadn't heard from anyone yet. A couple of hours went by and I got a phone call from his office. The woman said she'd call me back once she found a technician in the area who could come. Two hours later, my doorbell rings. It's a technician. Good thing I was home, since I hadn't been told a technician was coming or what time.
I explained the situation to the technician and how it had started a couple of days after Jonathan's visit. The technician told me it would cost me $225 for diagnostics. I told him I wasn't going to pay for him to figure out a problem that his company seems to have caused. He said he would call the office to see what he could do. He called Jonathan, talked to him for a couple of minutes, then put me on the phone with him. Jonathan said that he had "only pressed the reset button" when he was here, and that this was a different issue. I told him I would be sending his technician home. The technician told Jonathan that I was nice and that he would see what he could do to help me.
He got off the phone, then his conversation with me became "Jonathan was here weeks ago . . . We can't come out to press a button every time something goes wrong . . . this is a business . . . we can't work for free . . . we have to pay for gas and our time . . . I drove 40 minutes," etc. I told him I wouldn't be needing his services and that he could leave, because it was weird that the business wasn't taking any accountability or interest in investigating or correcting an issue that they most likely caused. He asked to take a look. And, lo and behold, the sensor camera next to the control box where Jonathan had been was misaligned. The technician realigned the camera, tested the remote, and the gate worked.
Then Jonathan texted me to say, again, that all he'd done was press the reset button. He asked me if I "wanted [him] to diagnose it for free ? And if yes I can do it but what if you need to change some parts inside ? Now he [the technician] told me that the photo eye sensor was move , so please always check the light on the sensor if it's blue it's good and if it's red it's off the line , and usually can be fixed by moving the photo eye sensor with the hands a little bit. Just tip from me."
I explained to Jonathan, as I had explained to the technician, that a business with integrity and pride in its work would've come to a recent customer who has an issue that has good odds of having been caused by their company with an attitude of "Let's take a look and see what might have happened," not "This is a new issue, wasn't us, we don't work for free, all I did was press a button" and taking a week to send a technician. Honestly, I imagine if they know gates and know what they're doing, Jonathan, when I first texted him a week ago, probably could've asked me to check the alignment of the cameras, and we'd have been done. Same for the technician. He seemed to know to check the sensor, but did that only after I didn't accept being charged $225 for "diagnostics."
Never hiring this company again.