Austin Estate Gate

The work was completed on schedule ( 7 Jan 2013) and within the budget I was quoted. The invoice I was presented was incorrectly calculated. When I requested further clarification (via email), the owner, Anthony Bruno replied: Hhmmmm... Welll, I am not sure what to say?! Go ahead and take $40.90 of the amount you owe me... I am sorry for the error... [The tech] undercharged you for the receiver, but that still does not explain why the numbers are off... Apologies- Anthony I paid the full amount on the invoice in spite of the unprofessional manner in which Mr. Bruno accused his employee of undercharging; I view that as an internal challenge that is inappropriate for discussion with a customer. The remote controls did not work from the same distance as that of our old remotes. Mr. Bruno did not inform me that this would be a natural outcome of the replaced keypad. In order to restore the same functionality we had before spending $1,000 on the replacement keypad, we were forced to pay an additional $108.25 for the antenna extension kit (which is unsightly) as well as $42.50 in labor. This work was completed on 16 Jan 2013. Over the next several weeks our gate failed to open for various people who attempted to gain entry to our property using the keypad. I called Mr. Bruno at least 3 times and he kept advising that I change the battery on the gate. I followed his recommendation, investing an additional $90 +/- for the appropriate (marine) battery; the one I replaced was new, presumably having been installed, and charged to me, by the tech who completed the initial work on 7 January ... Mr. Bruno stated repeatedly that he would be happy to come to my home and take a look at the gate but that by trouble-shooting the problem with him via phone I could avoid being assessed another trip charge. Replacing the battery on the gate did not rectify our issues. 20 June 2013 I sent Anthony the following email: Hi, Anthony. I'd like to make an appt. for you/[your tech.] to come have a look at our gate. We continue to have issues with it not opening when folks use the key pad. The battery was newly installed when y'all were out [in Jan.] I would prefer the first appointment of the day, if that's possible. Some days that would work great for us are: Tuesday 25 June Wednesday 26 June Thursday 27 June Friday 28 June Monday 1 July Tuesday 2 July Wednesday 3 July I received no reply from Mr. Bruno until late July, though a tech did return my call to inform me that Mr. Bruno was in CA for the next few weeks, celebrating his wedding and honeymoon. The tech was friendly and helpful and suggested that I change the battery in the keypad. After doing so, the keypad worked for about two weeks and then began to fail again. 18 July 2013, an excerpt from an email I sent to Mr. Bruno: We continue to be plagued with a keypad that goes dead. I have changed the 9volt battery in the keypad, at your recommendation, twice now; it doesn't last longer than a few weeks before running out. I am installing new batteries with 2015 expiry dates. As a recap, your tech replaced the keypad and receiver in January 2013, at your recommendation; the original system was hard wired and you stated that a wireless keypad would create less drainage on the big battery of the system. In fact, our remotes always work, even when the keypad doesn't. That said, we need the keypad to work all day and everyday without having to change the battery out every few weeks. I am indebted to you for your quick response; this is a long term problem that we have simply endured, walking to the gate to open with our remote when we are home, and missing other service calls at our home on other occasions that the keypad has failed. We are anxious for an economic and expedient solution to this issue. 19 July 2013, Mr. Bruno's reply: No worries... I can help you out... I must say, that makes no sense?! That Millenium keypad should work for at least a year or 2 without a battery change?! Obviously don't use the cheapo off brand battery... If your keypad dies again before the end of this year I will replace it with a NEW different brand of keypad for free... I must ask you pay the trip charge of $150 to cover gas and labor though... Again, there will NOT be a charge for the NEW keypad, but I will take the old one with me back to the shop.... Thank you for being so kind... Anthony At this point my husband got involved because he was equally disappointed in Mr. Bruno's service. His reply to Mr. Bruno: I guess I?m confused as to why you would expect to charge us to fix something you installed new and that has never worked properly? There must be a reason the keypad is using up batteries at an unusual rate. I hope you?re interested in standing behind your installation and products. Please give me a call to discuss your thoughts. (512) xxx-xxxx Mr. Bruno chose to reply via email: Gosh, i a doing my best to help you out here.... The product is not broken is it? You are upset because the 9~volt battery is wearing out too quick? I will come install a battery for free next time it fails because we need to install a name brand lithium battery and make a report thru Millenium tech support... That way if it truly DOES have a warranty issue it would be replaced for free... I was offering to buy you a free new keypad to help out, but you are upset i cant do it totally for free.... Let me know what you wish me to do~ Bottom line: ? The new and expensive product he provided did not solve the initial problem. ? Anthony Bruno at Austin Estate Gate has not stood by his product to resolve the continued problem.