Complaint Review: Sportsman Steel Safe Company / Pentagon Safes

08-28-04 Spoke with Mr. Kevin Hand and ordered safe. Credit card charged $2,887.99.

09-03-04 Received invoice w/specifications for safe. Total amount, including shipping, $2,887.99. Estimated shipping time, 7-9 weeks.

09-08-04 Ordered, by telephone, dehumidifier drier to be installed into safe for additional cost of $39.95.

09-17-04 Credit card charged $49.95.

09-20-04 Received invoice for dehumidifier for $49.95

11-03-04 Called Sportsman for update of expected shipping date. Was told someone would call me back later that day. No return call received.

11-04-04 Called Sportsman again for update of expected shipping date. Was told someone would call me back later that day. No return call received.

11-08-04 Called Sportsman again for update of expected shipping date. Was told again that someone would call me back later that day. No return call received.

11-09-04 Called Sportsman again for update of expected shipping date. Was told again that someone would call me back later that day. I informed female that this is my fourth call and no one has returned any of my calls. If no call received this date, order will be cancelled tomorrow morning.

11-09-04 Received return call from Kevin Hand. I was informed that the quality of paint job was not acceptable to them and will be repainted. Safe should go out Monday or Tuesday.

11-24-04 Safe arrived however it could not be unlocked.

11-24-04 Contacted Sportsman and attempts were made using combinations to unlock safe. All attempts failed. Was told someone would call me first thing Friday morning.

11-26-04/10:15am cst Called Sportsman and asked for help with safe. Was told that foreman, Jorge, would call me back in thirty minutes. I told female about defects in paint job and crooked/off centered decals. She said she was writing down my complaint.

11-26-04/11:00am cst Called Sportsman back and was told by female, they're all in a meeting. Asked female what happened to the thirty minute return phone call. She replied, We're pretty busy here. I was put on hold. Line was picked up twice and I was returned to hold.

11-26-04/11:11am cst Line disconnected.

11-26-04/11:12am cst Called Sportsman back and spoke with Jorge. With him on the phone we attempted to unlock the safe again with negative results. Also, after dialing the final combination number the dial is suppose to stop while turning to the right, according to Jorge. The dial does not stop. I informed Jorge that the dial does not turn smoothly and has an internal dragging sound. There is no sign of any damage to the lock. The noise could be heard by Jorge over the telephone.

Jorge stated he believes there is a problem with the lock. He asked that I locate a locksmith in my area and to give him their telephone number. He said he would contact that locksmith and make arrangements with them to repair the lock at Sportsman's expense. I also told him about the defects in paint and decal. He said, That's not a big problem. I told him I would call him back in a few minutes. Conversation terminated at 11:23 CST.

11-26-04/11:34am cst Called Sportsman and asked to speak with Jorge. I was told he had left the building to get parts. I left the information with female, Allen's Safe & Lock, 15885 Hwy. 105 West, Conroe, Tx. 936-447-4769. I was told Jorge would call me back later. Call was not returned.

11-29-04/8:35am cst Called Allen's Safe & Lock and spoke with Marion. She stated that they have not received any calls from Sportsman Safe.

11-29-04/10:08am cst Contacted Sportsman and asked to speak with Kevin Hand. Female stated he will be in around 08:30 (pst).

11-29-04/11:02am cst Contacted Sportsman and asked to speak with Kevin Hand. Was told he was not in. I asked to speak with Jorge. Female stated that Jorge was just now walking out the door to a meeting and to call him back in fifteen minutes.

11-29-04/11:54am cst Contacted Sportsman and asked to speak with Jorge. I was told I need to call back in fifteen minutes and speak with customer service, Dominique. I told female I was tired of the run around and she said she would go find Jorge. I was put on hold until 12:02 am cst. Jorge picked up line and asked what I needed. I told him I have been waiting for his return telephone call since Friday. He asked if I located a telephone number for a locksmith. I informed him I left that information with his office ten minutes after we spoke last Friday. He said, Oh yea I have it. Jorge stated he would call the locksmith now and give me a call right back.

11-29-04/2:50pm cst Received call back from Kevin Hand. Mr. Hand gave me several alternate combinations to try and told me to call him back if they do not work.

11-29-04/3:10pm cst Called Pentagon and attempted to speak with Mr. Hand. I heard Mr. Hand in the background to tell me he would call me back.

11-29-04/3:13pm cst Called Allen's Safe & Lock and spoke with Marion. She informed me that she just received a fax from Sportsman and we set up locksmith service for
Tuesday, 11-30-04/3:15pm.

11-29-04/3:42pm cst Received call back from Mr. Hand. Attempted to open safe with more alternate numbers with negative results. Mr. Hand asked me to continue trying all the alternate numbers and call him back in an hour.

11-29-04/4:48pm cst I called Sportsman and spoke with Elizabeth. She informed me that they have made arrangements with Allen's Safe & Lock to repair the lock at their expense.

11-30-04/2:30pm cst Jim Allen w/Allen's Safe & Lock arrived to check safe. He determined that lock is defective and contacted Kevin Hand who informed him Sportsman will ship a new lock to him.

12-02-04/1:15pm cst Contacted Allen's Safe & Lock and inquired if they received new lock from Sportsman. They had not.

12-02-04/1:19pm cst Contacted Sportsman and spoke to Dominique concerning shipment of lock. Was told it was shipped but not sure to who. She said she will find out and call back.

12-02-04/1:29pm cst Was contacted by Dominique with Sportsman. She informed me they had been waiting for conformation (unknown from who) before shipping a new lock. She said conformation has been received and she will now ship a new lock. I inquired if they are shipping it over night express? She said they could but I would be charged for the overnight shipment.

I explained to her that I have been having such a horrible time with her company and cannot believe they would not take the courtesy of shipping the lock over night at their expense. She said she would check but the one she would need approval from is in a meeting. I told her to ship it regardless and to make sure the combination set key is included. She said she would.

I also told her I had made a complaint of a poor quality paint job in respect to installing the locks and then painting the safe. The masking job around the lock prior to painting resulted in a visible, unpainted 1/8 ring around the electronic lock. A more professional manner of painting would have been to paint the safe, then install the locks. She said she would send me touch up paint. I also told her about the decals (initials) on the safe were applied crooked and off centered. She said she would send new initial decals for me to replace.

12-06-04/5:08pm cst Called Sportsman and spoke with Dominique to inquire as to the shipping information. She informed me that it was shipped via Fed-Ex Ground.

12-07-04/2:25pm cst Received telephone call from Allen's Safe & Lock. I was informed that they received the replacement combination lock from Sportsman.

12-08-04/3:00pm cst Jim Allen with Allen's Safe & Lock arrived and was able to open safe by drilling hole in door behind mechanical combination lock.

Several contract discrepancies were discovered once inner door panel was removed to replace lock. Those discrepancies are as follows:

1)Written invoice states safe will be equipped with ceramic fire insulation rated to 2300 degrees.
~Safe was discovered to have been insulated with 5/8
gypsum drywall. This is in direct contrast to my conversation with Mr. Hand, at time of order, that this safe will have 2300 degree rated ceramic insulation and that he does not use drywall as other cheap store bought safes have.

2) Several areas in door and inner door jam had no insulation (drywall) at all. This degrades fire protection of entire safe.

3) Contract states that safe will have dual digital locks installed.
~Only one digital lock was installed. The other lock is a mechanical combination lock.

It is further noted that the safe door is also poorly painted. The inside of the inner door panel was not painted or primed and the sheet metal is rusting. Rust is evident on edges of inner door panel to the extent of bleeding onto the painted/visible surfaces of the door.
The bottom third of the inner door panel is bent and almost all the mounting screw holes were stripped causing the panel to pull away from the door.

12-08-04/5:24pm cst Contacted Sportsman and attempted to speak with Mr. Hand. I was told by female he was not in today. I then spoke with customer service, Dominique, and informed her of my findings. She said she was told by Mr. Hand that the doors are not insulated with ceramic. Only the walls are insulated with ceramic.

12-09-04/3:00pm cst Received a package from Sportsman. In the box was a small can of paint, three small initial decals and a L&G combination lock assembly. The dial ring was slightly damaged by poor packaging. The dial ring had several dents from beating against the metal paint can during shipment. Also the key lock insert and key were missing. The dial was also missing its cover.

02-21-05/3:45pm cst Received a telephone call from Allen's safe & Lock who informed me that Sportsman Steel Safe has not paid them for their services to open the safe. I was informed that when they contact Sportsman they are told that someone with accounts payable will contact them. This has not occurred.

02-21-05/3:51pm cst Attempted to speak to someone with Sportsman Steel Safe & Lock (800 266 7150) but only received their voice mail. Left a message for Mr. Hand informing him that his company has failed to pay for services rendered by Allen's Safe & Lock. I also requested that someone with his company contact Allen's Safe & Lock (936 447 4769) immediately and pay for the services rendered.

02-21-05 Send a copy of the above information to 740 am Tom Martino requesting Sportsman Steel Safes be included in their Sleaze List of companies NOT to do business with.

2-24-05 File complaint with BBC. Complaint# 98020343

4-07-05/1:29pm cdt Received telephone call from Dave with Sportsman Steel Safe (562) 984-8267. We discussed the defective fire protection, quality of work and multiple failures of the company to return my calls. When asked for compensation for the misrepresentation of the product he said he would check into it and call me back.

As of 4-16-05, No call and/or compensation was ever received.

4-16-05 Sent email to BBC requesting my rebuttal to be entered into their file disputing Sportsman's rebuttal that they have resolved this case.
As of 12-21-05 No one from Sportsman Safe has contacted me and this case is still Unresolved.

Larry
Montgomery, Texas
U.S.A.