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:09/27/2024

  Type:Product 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.

  I ordered a set of metal gates from Rustwerk's that were installed on 7/9/24 for a total price of $1000. They are externally located and were supposed to be rustproof and powder-coated. After a few weeks, the gates started rusting. I sent Rustwerk's a note to this effect on 9/12 with photos, 9/25 and 9/27. All communications have been left unanswered and the issue unaddressed.

  Business Response

  Date: 09/29/2024

  There was no agreement that the gates be sandblasted and powdercoated.  In fact, the client wasn't even really sure what she wanted, resulting in us building 3 sets of gates in an effort to please her.  They would not have been $1000 for sand blasting and powdercoating as that is a substantial additional cost and would've made the gates about twice what she wanted to pay.  It was never even discussed.  The gates are steel and must be maintained with an occasional review and touch up paint.  Further, there was a verbal agreement made for the additional metal ***** installed in the interior of the she-shed that was not honored by the client, nor did this client pay the sales tax on this job for which she is requesting a refund.

  Additionally, the client has other contact methods to reach us that she has not attempted to use to resolve this issue.  Specifically, another cell phone and an email that have received no correspondence from her.

  Customer Answer

  Date: 09/29/2024

   
  Complaint: 22348264
  
  Addressing each of your points:

  1. You claim there was no agreement that the gates be sandblasted and powdercoated. This is an outdoor piece exposed to harsh Florida elements.  The other two outdoor pieces I purchased from you were properly protected. A background recap of the situation here is worthwhile.  The reality is that you were upset that I did not accept the first build which was done (a) without my permission and sign-off on a mock-up and (b) did not at all resemble the desired piece. See attachments #1 and #2 above as evidence of what was provided for the vision of the project and then the surprise from me when I checked in on status that it was already build despite that no mock-up was provided.  Communication 3 is my feedback as to what is wrong with the piece made without my permission. Communication 4 is the subsequent drawing Rustwerks made and my rejection of that as well, with my own drawing (Communication 5) to which Rustwerks responded "great drawing." The bottom line is you did not build what I asked, you built something without permission that I rejected, you were offended, responding with assertions that I did not appreciate your artistry, and then you made a piece that was not done right to withstand an external install. This is NOT about artistry but about, first and foremost, building what the customer has asked for.  Secondly, finishing the product appropriately. It is without question that an outdoor piece should be finished to prevent rust. The response that I will have to paint these gates every few weeks is absurd.  This is about functionality, not artistry, and if Rustwerks was offended that I didn't like the artistry, it, frankly, does not matter. I did not need to, but I apologized on the call with **** that his artistic ego was bruised. Nevertheless, a customer deserves to get what they want and are paying for. You did not complete the project to withstand the elements, choosing to make-up for losses on the initial build without properly painting the gates.    

  2. The claim that I did not pay the sales tax and conflating the issue with the metal ball on the other piece which was already fully paid for months prior is not relevant to the matter at hand or true. We agreed a price of $1,000 for these gates. I gave **** a check for that amount when he left my house and nothing was said. You (*****) then communicated quite rudely with me later that day that I owed all these additional monies. My belief is that Rustwerks/**** was upset by my rejection of the initial piece built and this was a retaliatory attempt to recover some of those monies. I have spent over $30K in total with Rustwerks and I expressed my dissatisfaction that you were seeking more money. Your response was that I was unappreciative of ****** "craftsmanship" and "not to worry about it." Just like my communications with ****, you have been rude, dismissive and unprofessional when I deserve none of it.  

  3. You note that I have other methods to contact you. Texting **** has been my method of communication with Rustwerks since 2021 when we engaged on our first project with no issue.  A lack of response over multiple weeks and multiple attempts is unprofessional. Making it my problem and asserting that I need to attempt several methods of communication is nonsense. It is clear that absent this escalation to BBB, there was never an intention to answer me or address the shortcomings of the gates. 

  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 10/24/2024

  ********,

  You bring in prior work orders that have been completed for several years as though we owe you for you paying us for the work done for you in the past.  For the record, the agreements for all of the prior work have been completed, paid, and is now irrelevant to the issue at hand. 

  Additionally, your "expectation" that it would be aluminum and powdercoated is not applicable when it wasn't discussed for this job.  The ONLY part of this job you discussed were design and cost.  I assure you, had you mentioned powdercoating and aluminum, **** wouldn't have said the job would be $1000.

  You made a verbal agreement to pay for the ***** that were added to the top and bottom of the stairs AFTER you had paid for the work to the stairs, and were informed that they would be a couple of hundred bucks and we would add it to the cost for the gates.  Then, when it came time to pay for them as you agreed, you said that you didn't really have the money.  This was a breach of contract - even if it was a verbal one.

  We honored the 1k for the gates and ate the sales tax as the verbal agreement on that did not specify sales tax or not. 

  Yes, you have communicated with **** about the jobs via text.  You also sent the plans for the she-shed to us via email, but when I sent the invoice to that same email from which I got the plans, you told me that you didn't get it and didn't even know what that email was.

  You breached the verbal contract and alleviated us of any responsibility for anything further on this job.  Had you simply paid for the ***** that were added on AFTER you paid for the work to the stairs, we would not be here now.  I have no problem building things a few times to make someone happy.  I have a problem with a person's refusal to pay for something they agreed to pay for and then  acting as though they don't have the money and did not know there would be charges for the additional work.

   

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22348264
  
  I am rejecting this response because: This response does not address the matter at hand which is a damaged product.  You completely ignored multiple attempts to reach you and are bringing up a lack of payment for prior items that is (a) irrelevant to this matter and (b) untrue.  

  The reality is that you were upset that you had to build the gates twice and constantly bemoaned that I didn't appreciate ****** artistry and craftsmanship. **** is, indeed, a very talented welder. However, he is also unprofessional and temperamental. On this project, he made a set of fireplace gates for me without receiving my approval on the design first. Every other project operated with this requirement so it was surprising that he did this. Unfortunately, what he made did not, at all, resemble the picture I provided and I, respectfully, asked him for modifications. What ensued was petulant behavior, claims that I didn't value his "craftsmanship", unresponsiveness and immaturity.
  
  When **** finally got the gates to a place that were closer to my design (after I had to draw a picture), they were installed. With his nose out of joint that I rejected the initial prototype which he made without my approval, all of a sudden Rustwerks tried to charge me additional amounts for "extras" on past, fully paid projects and "tax" above our agreed price on the fireplace gates. I pushed back and was summarily mistreated and insulted.
  
  A week later, the gates were completely *****. I attempted to contact **** three times over several weeks, asking for a plan to rectify the rust issue, and was totally ignored. Zero response or acknowledgement.
  
  Having no other recourse, I filed this Better Business Bureau complaint. You immediately responded to that, but severely inadequately. For one, you continue to maintain that I owe money on past projects (not true and not relevant to the matter at hand). Secondly, you said I could have tried to contact you other ways (texting **** was always our method of communication). Lo and behold, you are clearly aware of the issue now from the BBB complaint and no contact has been made with me on rectifying the rust situation even though weeks have passed. 
  
  Instead, your BBB response was that "maintenance" is required and you never said the gates wouldn't rust. I have three other Rustwerks outdoor builds that don't have one speck of rust. You were always fully aware that this is an outdoor product, but clearly did not do the necessary work to prepare it as such, ostensibly to save cost because you were mad about my rejection of the unapproved prototype. I don't think I should have to paint an outdoor gate weekly for "maintenance".  If powder coating wasn't part of the job, how did you think this was going to hold up outdoors? 
  
  As I said, **** is very talented and does great work. However, that is apparently not the case if his "artistry" is insulted. Professionalism is professionalism and this is a business.
  
  I also respectfully ask that you remove all reference to my prior six projects from your website, especially where you are referring to me as "super loyal" and "one of your best customers." You have not treated me that way at all.
  
  Sincerely,
  
  ******** *****