ComplaintsforSpearhead Specialty Products Inc

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Spearhead Spiaclaty Products to install a new WiFi Connected Gate Controller at my home in *********, Spearhead has not stood behind their installation, created new problems with my system, may have switched an important component that was to be re-used in the installation, and then billed me extra for services that were included in the original proposal. Within days after my new system was installed, existing functionality stopped working due to the sloppy installation of the new component. I contacted *********************** at Spearhead via phone and text to get these items resolved and he tried to convince me that these failures were unrelated to my installation. I then began to dig into the problems myself and in the process found wires that were disconnected and items that were not properly reinstalled as part of the services provided. I actually purchased $60 worth of backup batteries that I didn't really need while resolving these problems, an expert in these systems would have known better.Part of the scope of work was to remove the **** Lock, used by the fire department and police to open the gates without a code or remote, the installers removed my **** lock and took it with them as the lock would not fit in the new control box and need an external box. I assumed ***** was an expert n the system he sold me and as it turns out he was far from that. He assumed the **** lock could be installed in the new control box when but the installer said there wasn't room and that he would need to acquire an external box for **** Lock and he took the **** Lock with him. After installation, I called the fire department to test my lock and it didn't work, in March of 2021 the fire department used that lock to gain access to my property after my wife fell and broke her hip.Since the **** lock didn't fit in the control box and need an external box,***** billed me an extra $135, which I paid and shouldn't have. The reinstall of the **** was in the scope of work.

  

  Business response

  05/12/2022

  I will offer a refund of the $135

  Customer response

  06/21/2022

  My prior email did not include the $135 charge for the **** Box installation that Spearhead has already agreed to reimburse but has not yet paid to me, so I have updated my letter, sorry for the confusion and omission.
  
  
  I do not want my BBB complaint, Complaint ID #********, to be closed as the offer from Spearhead to only refund the extra cost of the **** Key installation ($135) is not sufficient or fair. Spearhead Specialty Products has refused to return calls and text messages regarding their problematic installation of my new gate control system and their poor workmanship has increased my cost to maintain the system.  The problems are as follows and the cost for each item.
  
  
  1. The cost for installation of the **** Box that Spearhead has already agreed to pay, thats $135.00.
  
  
  2. Had to acquire a new **** Gate and Key Switch, this unit worked before Spearheads installer removed it from my old control box and installed it into the new.  The cost for this is $159.48 and the invoice is attached.
  
  
  3. I replaced the 2 lead acid batteries due to Spearhead not properly reconnecting the system, leading to repeated failures of the gates.  The total cost of the new batteries is $64.18, Id like ****************** to cover half this cost as Im sure the old batteries had several years of usage.  The invoice is attached and the amount I expect from Spearhead is $32.09
  
  
  4. I was billed $80 for a Radio Receiver that is no longer working and since Spearhead is not standing behind their installation, I need this fully refunded.
  
  
  5. I provided the Spearhead installers with $25 worth of materials that they failed to bring to complete the installation.  This included conduit and a 10 fence pole.
  
  
  The total amount Spearhead needs to reimburse me before I agree to close this complaint is $431.57

  

  Business response

  10/11/2022

  I have replied to this email before and have offered to refund the $135.00. The customer has not been honest with the issues at hand and did in fact need an additional box. We also offered numerous other consulting services which he has not described to assist with an very old gate system that was originally not installed correctly.

*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. ↩