Remote control issues / customer service issues!
I don’t know where to start! Very disappointed and shocked in the receptionist staff! After the Underwood, QLD receptionist told as me she would send a replacement remote in the mail as it stopped working after one month. She then rang back a week later and said that she only works 3 days a week and forgot to send it and would pop it in the mail now. 4 months later, now in July and still no remote. Now to be told by the same receptionist staff that they have me on video recording swearing at her and being abusive from a couple of months ago (wh...ich would have been during the COVID lockdown) and (I have never been in the store besides today 23/7/20). The receptionist lady would not give me her name and told me “it is whatever I would like it to be”. I asked to see this so called video recording and she told me a police office is next-door at the coffee shop. She then walk outside with me and then quickly turned around and locked the door???? While taking photo’s of me leaving she began waving. Just to be very clear, I never once swore and was definitely not abusive to any extent. I am still in shock, is this how businesses do business these days! This is absolutely CRAZY all for a $50.00 gate remote control which I was will to pay for, but not after today. I am wanting a manger to discuss this matter further as this is only the top of the iceberg! I now see why there is so many negative comments for this company.
No after sale service
After countless phone calls finally got gate installed early 2020. Problem with gate so called back for warranty issues(twice) . No response after many phone calls and emails. Finally they repaired the gate without our knowledge . One phone call we were told over the phone by receptionist that the product we bought was not good and she did not recommend this product !!! Nice to know after they take our money !
I had a gate installed in 2018. I was not given a key to open the gate manually in case of a power outage.
More than 3 weeks ago we had an annual service done (by a really fantastic guy) and requested a key. He didn’t have one in his van so put a request in for a key. Three phone calls later the last one with a very rude person and we are still waiting.
Not good enough!
Logged a job 4 months ago about a bad circuit board and still waiting. The circuit boards they use I’ve been told by them are problematic. 2 further shipments have come in since I logged my job and they are still faulty. The customer service has been the most disappointing. 7 times I’ve had to ring to chase up the progress and 7 times I got more words and excuses. The receptionist at the underwood (QLD) branch was rude and spoke over me. Need a whole new motor now because no one else uses these circuit boards but it won’t be with this company.
Customer service excellence
Ordered and received a set of easy gates from the Perth branch after being advised to from our nearest showroom (due to living remote and ensuring they got sent directly to us rather than the showroom 1000km away) The gates arrived extremely well packaged after fantastic communication and help from Paul in ensuring everything was correctly measured and all the appropriate hardware was chosen. Once unpacked we realised there had been a set of brackets left out. One quick email to them and the brackets were express couriered to us the next day. Outstanding considering out remoteness.
Confidence in Brisbane & Coast.
Living in another state has it’s challenges, particularly when organizing a project such as gate and fence for my investment property on the Gold Coast. I wanted to use a company that could organize every aspect of my project. I have had shocking experiences using unqualified “Tradies” from the net in the past on other projects. This time I went direct and made a phone call. I gained significant confidence with their processes, from the quote being prompt and my questions being answered. There was a lot more involved then I initially understood. I loved the design drawings that were offered as a part of their standard process.
Being a professional myself, I appreciated how efficient they were. I can genuinely recommend.
Great work Underwood Brisbane Automatic Solutions - Sliding Gate fixed in under 24hours.....
Brisbane Underwood automatic solutions providing both swing and heavy sliding gates at our properties. Always professional, courteous, prompt and efficient work with any issues with - gates or remotes.
Thank so much for the great service!!
Good Service and Advise by Bob Little
I found this company to be extremely helpful in choosing the right equipment and hardware to build my cantilevering gate. The parts that i received were of top quality. If you are looking to build a specific gate this company is the one to talk to.
Bad service, just charge money without solving problem.
Very disappointed service experience. My slide gate always have problem which cannot be open/close in windy days. Every time the service technician come to fix it and the gate work well temporary but out work again in windy days. We asked the service to find a permanent solution to fix it instead of just charging service fee $180.00 or more every time. But no further respond . You can see attached photos which the gate dropped the gear in the windy day. No. 3 picture is after third service the gate out work again within a week.
- Verified customer
Avoid this company at all costs. We had a gate installed and have had problems. They never answer their phone or return calls. They also will not return multiple emails we have sent. Once you pay they ignore you completely
Very happy with Geelong
Great results with our custom gate. These guys stepped in to help resolve a disastrously failed automatic gate installation attempt from another provider. They displayed a great deal of professionalism and patience in reverse engineering a properly upgraded gate solution with more suitable quality components to match, including delving into the fine details of the positioning, geometry, various hinges, pickets, adding an electric lock and a sourcing a special custom powder coated finish. The solidness and quality of the resultant new gate buil...d and the installation work is great. It looks awesome, all the old holes used or hidden and is all working fine with the existing controller and motors. Wish I had gone to them first, would have saved a lot of heartache. Very happy with the results and highly appreciate their efforts and end result.
- Verified customer
Oh god, where do I start.....just avoid them. Its always the end users fault - you must have had it installed incorrectly, the electrician is no good, etc etc; contact them and instructions are unclear, service unhelpful and they push you to "get one of our tech's out" .....for a cost per hour that's more expensive than a top neurosurgeon charges!
Going to start legal action against them myself.
I'm sorry I even have to give them 1 star.
Look elsewhere - this mob aren't worth your time or money
Great at sales pitch, job began in Nov 2018 and we supplied plan of gates & fence required and electric lock for pedestrian gate ($9k job). They installed additional post without consultation and concreted it into ground (very shoddy workmanship) - due to gate not being manufactured correctly. Lock (with only control panel - keyless entry) installed way too high on pedestrian gate meaning you could simply reach over top to unlock from inside - not manufactured as per plans. Nor did they attach perspex guard to prevent anyone from reaching throu...gh gate to unlock from inside. Fence panels not secured to block post at bottom. When we called to have these issues rectified we were made to feel like an imposition and were frequently fobbed off or talked down to; once the sale was won their attitude changed and there was no accountability or service. In hindsight we should not have paid for the job until we were satisfied with the work. They removed driveway gate and pedestrian gate before Christmas and these were not reinstalled until February 2019. We were always the ones to call them and follow up on the job status. Once they finally came back and installed the gates there was still no perspex guard on the pedestrian gate and we were told we would have an additional fee for parts and labour if we still required this - it's not really a secure gate guys if people can reach through the gate and unlock! They removed the concreted post as per our instructions and attached correct gate directly to the pillar as discussed with the sales person and per the plans we gave them... however they left a huge hole where the post and concrete were removed. When questioned if they were going to fill the response was they didn't have anything to fill it with. They ended up using the top dressing we had prepped our yard with for the turf being laid the following day. One remote failed to work from second day in our possession. We replaced battery and remote worked for 2 weeks before failing again. It would open the gate and I would drive out but would not close the gate behind me. This meant I was continually having to exit car and manually over ride to close the gate myself - once again, this defeats the purpose of an automatic gate guys. Replaced battery in remote 3 times, from different battery packets and brands. This was mentioned to Automatic solutions each time we contacted them. The day we received the remotes we attached doubled sided velcro and mounted in our cars - they have never left the vehicles. As they never advised when work would be done we were never onsite when they came and remote was never changed over or replaced. I called into their showroom to have remote replaced and was told remotes don't carry a warranty. They accused me of dropping the remote and when I explained how it was immediately mounted in car when received, they implied that I must have spilt something on it. When they opened it they could see that wasn't the case. It seemed to work for their test gate in show room so they couldn't find an issue with it... so no replacement and I'm left with a remote that requires battery change every couple of weeks to remain operational. Since installation of replaced pedestrian gate the lock/turn latch is very stiff to operate and often does not turn at all. When we removed lock from gate, the holes drilled in the gate do not align correctly with internal lock mechanism and holes had to be burred to make larger. Electrician here to wire up electric strike plate for pedestrian gate and Automatic Solutions has sikaflexed everything to pillar mounted post - electrician now has to carefully cut away to install, and purchase stock he does not carry to be able to fit it back and reinstall. Extremely poor service, rude service when we were able to reach them and all rectification of their initial mistakes was done begrudgingly and not in a timely manner. I would recommend you steer well away from this company. If there was a zero star option I would have chosen, as this is what they deserve. Terrible, terrible experience. I can't speak for other locations but the Underwood store was awful.
Disgusting Company & Disgusting Service
Do not use automatic solutions - Absolutely Disgusting Service, Quality of Workmanship & Time Management. We've had our gate for about a year and a half and have had numerous issues relating to several different parts of the gate system and each time Automatic Solutions refuses to help without asking for a signed contract first. The installation took over 2 weeks to complete from start to finish due to unqualified technicians being brought to site, inadequate procedures & quoting. Go forward about a year now and we had a fuse blow inside the Po...wer Supply, they refused to even come out to site to diagnose if it was a warranty issue until we sign a formed that agreed to pay a call out fee and hourly rate if this wasn't under warranty. The motors themselves on the gates cannot support the full weight of the fence supplied and they drag along the ground, don't open to the full extent and are even uneven when looking at them, again the same issue with the service department refusing to even look at the issue until we sign a form agreeing to pay any and all costs if this isn't under warranty. Another thing to note - you only get a 1 year warranty on the installation of these products, so when they inevitably fail from the unqualified technicians installing them - they refuse to even repair under warranty after 1 year. Save yourself the hassle, go somewhere else - Do not use automatic solutions.
Questions & Answers
What is the email address for Automatic Solutions head office
Paul B.Automatic Solutions
There are a number Harry but the easy one is firstname.lastname@example.org and they will redirect if necessary.
We got our electric gates from here. We have no power to them. Can’t get out of our property. We came home after work they were fine. Went to go out 1 hr later no power to gates we are trapped
Paul B.Automatic Solutions
If it is simply a problem of no power you should use the manual release to open the gates.
If you actually do have power to the property but none to the gates please ring your local branch to organise a technician.
You can also email the service desk with your details. Please include address etc.
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