bryan.law

Our initial meeting with Gabe was pleasant and we felt like we were in good hands. We had decided to go with an electronic lock as opposed to the standard key lock. We were told to purchase the lock of our choice and just provide Gabe with photos and specs of the lock to make sure it would fit in the door on the installation day. We did just that, and sent over half a dozen photos to Gabe which included full package shots of the lock kit, and specs about the model number purchased so he could look up online on the lock company website. On the installation day we were informed that we also needed to go out and buy a handle for the door to provide to the technicians. The guy knew before even picking up the lock kit that it did not include a handle. I tried to call their office to find out why they never let us know that we needed to provide a handle, as we assumed that one came with the door we had ordered. It even said in writing on our contract "Customer to provide lock", but there was no mention (in writing, conversation, or otherwise) of a handle. I was told on the phone in a patronizing way that "Lock means handle too" and "All lock kits come with handle, sir". This is not the case. Many lock kits are sold separately without handles and vice-versa. I just found it hard to believe that given the amount of information we had provided Gabe about the lock purchase that the issue of us providing a handle for them never came up. The door was installed properly and it looks great, but since you can order the same door through many other companies, I would not recommend using them if you can help it. This experience was like having a restaurant serve you a wonderfully cooked meal, with a piece of garbage on top. The meal might be great, but you can't eat or enjoy it with that garbage on there.