Complaints

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• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  December 1, 2023 Better Business Bureau ****************************************************************. ***** On August 1, 2023, a contract was drawn up by ****** Ornamental Iron Works for three gates, one driveway gate, a side gate - on the north side of the house, and a narrow gate next to the garage. Paint four security doors and scroll work for two windows for $4,500.00. A 1,000.00-dollar check was issued to ************** as a security deposit for the wrought iron work mentioned above. The remaining $ ******** check was given to ************** after the work was completed and installed on September 26, 2023.However, after the installation was completed, I noticed that the gates did not fit properly as ************** did not measure correctly. The driveway gate has two locks one above the other, but only one works properly. The bottom lock has faceplate pieces welded to adjust for the latch bolt to lock but still, the latch bolt does not lock. The gate on the north side of the house has the same problem - 2 locks, but only 1 works. The screws going into the wall are far away from the structure of the house and some dont have screws. He made holes in the stucco of the house and some of the s**** plates are not screwed to the wall. He added metal pieces to the gates in different areas to cover up his mistakes in both cases. The side panels move back and forth, making a loud noise with gusty winds. His work has been haphazard, and I am not satisfied with it. I have reached out to ****** Ornamental Iron Works, but they have failed to return my phone calls to fix or replace the issues with the locks of both gates. He promised customer satisfaction but has yet to refund my money or replace the faulty gates. I would appreciate it if we could come to a resolution soon, either through a refund or a replacement of the gates.Regards, *********************** ************ ************************

  Business Response

  Date: 01/10/2024

  I hope this email finds you well . I am reaching out to you to address ****************** concerns regarding the gate installation project. Please note that the content of this email is a response dictated by ***** himself.
  Firstly , ************* requested a 10 ft gate single sheet. This was manufactured like requested added a post 3x3 , 1/4 gauge thick . The post itself was buried 3 feet in the ground with concrete to assure stability . All panels are stable .We believe the gate shakes when its windy due to it being large and being 1 large sheet . This was explain to her a double gate was best due to it being large but she denied and requested the single sheet. . Regarding the missing screws ***** explain to ************* that the block in the area are old ,fragile and some cracks on the block can be seen. Installing screws could potentially cause block to break, and ***** did not wish to bear responsibility for damaging the block wall, which can ultimately lead to the need for a full replacement of the wall. ************* was informed of this situation before the project commenced.  Additionally , the handmaid scrolls style that ************* selected is considered one of our most expensive style. ************* is aware of this and asked ***** for a discount he agreed per her request. ************* talks about other existing doors that ****** did not manufacture ****** fixed the doors that he did not manufacture removed them took them to powder coating and re-installed  them for **************. ***** did charge the powder coating paint which ************ has not payed but no extra charge was added to repair , remove and re-install her existing doors (payment of $650). ***** has made multiple visits to *************** property , responding promptly to her request for assistance. However , it is important to mention that ************* often changes the subject and diverts from the conversation to unrelated matters during the visits . This has made it challenging for ***** to address her concerns effectively. Despite our best efforts to collaborate  and work with ************* , it seems that she remains dissatisfied with the repairs. 
  We genuinely want to ensure that *************** concerns are addressed, and we have tried our best to work with her through this process. However , it appears that we have been unable to meet her expectations thus far. 
  
  Please let me know if there is any additional information or clarification needed from our end . 
  Best regards ,
  Yareli 

  Customer Answer

  Date: 01/18/2024

   I am rejecting this response because:
  
  Re: Pablos Ornamental Iron Works
  # ********
  
  This letter is in response to **************** letter. My previous letter dated 12/19/2023 which clearly
  stated the issues about the ornamental ironwork he fabricated for my house. I have submitted
  copies of the contract and checks he accepted from me upon completion of the job as evidence.
  Not once did he stipulate that I owed him 650 dollars for the security doors powder coating until
  now, this is news to me.
  ************** did not measure the area for the gates correctly and therefore the locks on the gates are
  uneven and do not lock and the gates have gaps which make them unpleasing to the eye. He
  added pieces to the gaps in the gates to cover his mistakes, and the locks are misaligned and do
  not lock correctly. The Driveway Gate has 2 locks and only one works there is a misalignment
  due to the incorrect measurements. The same problem has happened to the gate that sits on the
  north side of the house. This gate makes noises when there are strong winds which keep me from
  sleeping. Upon installation of the gate on the north side of the house, his son mentioned to me
  that the wall was not structurally sound. ************** never mentioned anything like this to me
  before the installation or upon measuring the wall for the gate.
  You can refer to the contract, it included the driveway gate, a gate that sits on the north side of
  the house, the gate next to the garage, 4 powder-coated security doors, and 2 scroll pieces for 2
  windows for a total of ******** dollars in which he received payment in full. At that time or
  since then has he mentioned to me that I owed him an extra 650 dollars for the security doors
  powder coating. The security doors&#**; powder coating was included in the original contract.
  
  I placed phone calls to his business several times and left messages with his daughter for her
  father but did not hear back from him in November or December of 2023.
  Resolution:
  1. The driveway gate shall be fixed so that the lock aligns and locks correctly.
  2. The gate on the north side of the house shall be replaced and attach brackets to the wall
  instead of using the bracket that was used from the previous fence. Hopefully, the new
  gates measurements will be done correctly and there wont be any gaps in the gate.
  3. I would like to have a chance to repair or redo the walls for the new gate which will be
  pleasing to the eye.
  4. If what I am requesting cannot be furnished, then I want a refund except for the security
  doors powder coating.
  5. The gate next to the garage has one long post and one short post. That shall also be
  repaired or replaced.
  
  Sincerely,
  
  ***********************