Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been needing them to contact me due to cracks in the driveway where the iron is leveled on. Continuing to call and leave messages and even went to the office location and still no response. The concrete needs to be replaced and Ornamental Iron is the company who put in the iron gate. Also, the gate gets sticks trying to close it.I spend thousands of dollars on this gate and they cannot return my calls. Its bad business, unprofessional and disrespectful to a PAID customer.

  

  Business Response

  Date: 09/08/2022

  This is not a complaint about our work and has nothing whatsoever to do with our contract to install the gate. Yes we installed the gate and the cracks were already in the driveway. We installed the gate track over them. The customer now wants to replace the concrete and would like us to remove and replace the track once the concrete is finished. This is a new job and we have many other customers waiting ahead of them. They were informed that we would contact them when we would be able to schedule the work. 

  We are working with this customer and have removed the track.  Their concrete has been repaired and we will be re-installing the track shortly. 

  I respectfully request that our customer remove this complaint as it reads as if our gate caused cracks in the driveway and we were ignoring the issue. 

  Customer Answer

  Date: 09/20/2022

  I am rejecting the response because:

  As I stated previously, I contacted Ornamental Iron about the gate not closing properly.  They had an installer stated that the wheels should be bigger..  
  The office sent a sales person named ***** out to the property.  ***** stated the tail end needed to be adjusted and he would have someone come out to do deal with it.  Three weeks went by, we began to call the office and left several voicemails.  We Waited a week another week for a response.  After no response we drove to the office and left a message with the commercial division for them to call us.  
  

  At no time were the employees disrespectful.

  All we wanted was a response and by not responding and avoiding us it appeared that didnt intend to deal with the issue.  Now after the complaint was filed, we received a call from Oranamental Iron and they came and immediately and removed the tracks so that the concrete could be repaired.  I believe the root cause of the gate issues were the cracks in the concrete caused the track to bend and made it difficult to open and close the gate. The concrete has been repaired and the gate is working properly after a few adjustments.  

  Ornamental Iron response was quick and professional.  The issue has been resolved.