Complaints

This profile includes complaints for Abby Iron Doors's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Abby Iron Doors

  4400 Steve Reynolds Blvd Norcross, GA 30093-3324

• 

  Abby Iron Doors

  2111 Marann Dr NE Atlanta, GA 30345-3536

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:04/01/2025

  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.

  I designed and purchased an iron door from **** doors in February2024 for $6,326.00. Paid in full. ******* set installation for February ******. Expected a morning arrival. Arrived around 5 pm. Did not have all the necessary equipment to complete the installation. Stated he would text me when he received all needed supplies. Returned Monday around 5:30pm. Left around 9:30 pm. I was very upset and shocked when I saw the door. (See attachments) Caulking was all over my bricks and the wood framing. The matching of the frame pieces were off with caulking everywhere. The door had gorges on the interior and exterior. It looked like Complete Trash. I sent pictures to ***** ( my salesperson) and to ******* and ******** in the installing department. They all agreed with me that the installation was poorly done and ******* assured me that the problem would be corrected. We are into our 2nd month. We have to try to get this nightmare handled. I have sent text messages and called just about every three days. I was always told that it will be handled the following week every time I spoke to someone. A contractor came about three weeks ago. After seeing the pictures he would not to get involved. The next week a man came, looked at the door said he needed a ladder . Left and never returned. On 3/27 a man came. He said there was nothing he could do. It needed new framing orderedIt would cause more damage trying to scrape it off. A iron professional was needed to repair the gorges on the door.He called and spoke to ******* about findings. He said it was a shame. In 3 working days. No word from anyone. No urgency, no care. Just my money!Neighbors, friends, family, my *******, and ******* were all shocked when they saw it. It is a total embarrassment. It is nerve racking to beg someone to do the decent, professional, and right thing and you are at their mercy because they have your money. Please help me to resolve this issue.

  Business Response

  Date: 04/07/2025

  We sent out contractor on 4/5 to complete the trim work. 

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Abby Iron Doors installed the wrong size doors [my home front entry is a double door]. They have been paid the full cost of the doors $13,648.64. They are aware that my wife and I are very unpleased with their work. They were off schedule with our customized door and even worse it does not fit my door jamb. They used stucco filling as a fix. Our home is brick. I have attached photos.

  Business Response

  Date: 04/07/2025

  Dear BBB Representative,
  We appreciate the opportunity to respond to the complaint filed by our customer regarding a recent project.

  Abby Iron Doors fabricated and provided two custom iron doors for this customer. We acknowledge that the first door was not the correct size, and we promptly took responsibility by remaking a new door at no additional cost to the customer.
  

  The second door was accurately measured and manufactured to fit the customers specified opening. This door was installed by our designated installer. Following the installation, all trim and finishing work, including stucco and interior trim, was completed by a separate, local renovation company hired for this phase of the project.
  

  Upon completion of the work, we contacted the customer to confirm that the job was finished to their satisfaction before issuing payment to the renovation company. The customer verbally confirmed that they were satisfied and gave us the approval to proceed with the payment to the contractor.
  

  Several days after the job was completed and the customer had confirmed their satisfaction, the customer reached out to express concerns regarding the stucco and trim work, requesting that the work be redone. As a courtesy, we followed up with the local renovation company to address these concerns. However, we were informed that the project was considered complete and that the customer had approved the work at the time of completion.

  Had these concerns been raised prior to final payment, Abby Iron Doors would have had more leverage to address the issue directly with the contractor. Unfortunately, at this stage, our ability to influence or mandate additional work from the third-party contractor is limited. 

  We are currently exploring alternative solutions and options to assist the customer within reasonable means, despite the work having already been accepted and approved at the time of completion.

  We remain committed to providing quality products and service and are open to working with the customer toward a fair resolution.
  

  Abby Iron Doors
  
  

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23136555
  
  I am rejecting this response because:

  *****, businesss installer, measured the door frame before trying to install the 1st door.  He advised me that the measurements were incorrect and took the correct measurements.  He stated that the frame should be 8 3/4 and what he has with him was 4 1/2 frame. He told me that he would take the door back and let **** know the correct measurements.  I was very impressed with how ***** handled the situation and his honesty.  

  When the 2nd door was delivered, a different installer brought the door out.  I was hoping that ***** would be the one installing the 2nd door because I knew he would do a good job and be honest.  During  the installation, I noticed that the door did not fit and that Stucco was being used as a filling to make up the difference.  I called ******* with **** and advised her of my concerns.  She told me that she would look and see what happened because she has on her paperwork 8 3/4 inch frame.  I asked her that if I am not satisfied, what will happen and what were they going to do about it.  She said they would make it right.

  Abby Iron Doors stated that they called me and asked if I was satisfied with the job before making the payment to the renovation company.  I never received such a call.  I am very dissatisfied with the quality of work that was done.  The bottom line is the door is not the correct size.  I was always the one contacting Abby Iron Doors.  They never contacted me.  Why would a local renovation company be needed if the door frame is correct?  

  I would like to ask.would the owner of Abby Iron Doors have this on their home?  Why would 4 1/2 of Stucco be needed if the door was the correct size of 8 3/4?

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

• Initial Complaint

  Date:06/20/2024

  Type:Delivery 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.

  We ordered custom iron doors and paid a 50% deposit ($10,267.05) on 12/29/2023 and were told there was a 10-week lead time. It has now been almost five months and now we cannot get our sales rep or any manager to answer our many messages and emails. We worry they are no longer in business and we have been scammed.

  Business Response

  Date: 07/12/2024

  We here at Cavalli Doors take consumer concerns very seriously.  We have asked our complaint handler to reach out to consumer to try to resolve this issue.  We hope to resolve this issue very quickly.

• Initial Complaint

  Date:04/03/2024

  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.

  I purchased an iron door from this company on November 15, 2023. I paid half of the total price. They promised my door will arrive and install by Feb 10th, 2024. As of now, April 3rd, 2024, my door still not arrived or installed. I called and emailed them to follow up, but they keep promised Feb 29, March 29, April 1, April 2, April 3 and sometime next week but no specific date. I need my door to install asap because this is new contruction home, and ALL my inspections are on hold due to this delay of the door. I also want to warm other buyers out there be ware of this dishononesty from their company.

  Business Response

  Date: 07/12/2024

  We here at Cavalli Doors take consumer concerns very seriously.  We have asked our complaint handler to reach out to consumer to try to resolve this issue.  We hope to resolve this issue very quickly.

• Initial Complaint

  Date:02/13/2024

  Type:Sales and Advertising 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 custom iron doors in August of 2023. A Single door for our front and a double door for our back. Doors were set to be delivered and installed on January 6th. Doors arrived and they were the wrong size even though they were custom and we had waited 6 months for them. Not wanting to wait another 6 months, they said they had similar stock doors they could install on Feb 1st. They arrive and the single door is not the correct swing and can't be put in. The back door had no scrollwork or screen. I have been trying to reach someone since Feb 1st to get a refund for the front door that we did not get and to find out where our screens and scrollwork are. I have gotten a couple of emails always putting me off and not answering any of my questions. I have sent MANY emails requesting a refund and asking the whereabouts of the rest of the back door. The customer service is awful and I just want my money back.

  Business Response

  Date: 07/12/2024

  We here at Cavalli Doors take consumer concerns very seriously.  We have asked our complaint handler to reach out to consumer to try to resolve this issue.  We hope to resolve this issue very quickly.

• Initial Complaint

  Date:10/31/2023

  Type:Order 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.

  Our Abby ********************** showed up to be installed at the end of 2019. Over time I noticed streaks in between the window panes as well as visible rust, also in between the window panes. There was no way for us to get in between the panes to try and clean or rectify the situation. We reached out to **** and they said they would send someone out, they never did. Correspondance continued on and off until finally they said the window glass warranty had expired. They have never addressed the rust.

  Business Response

  Date: 07/12/2024

  We here at Cavalli Doors take consumer concerns very seriously.  We have asked our complaint handler to reach out to consumer to try to resolve this issue.  We hope to resolve this issue very quickly.

• Initial Complaint

  Date:10/03/2023

  Type:Order 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.

  On 10/28/2022 I entered a contract with Abby Iron Doors to build and install iron doors at my home at ***** ************************ ************ ** *****. There were numerous issues involving getting a permit. ***********************, **** Doors ******* representative initially tried to get the required permit from ************, but as of 2PM on 10/02/2023 the permit has not been approved. In August of 2023 I started emailing **** about the current status of the permit. All I have heard from **** is they are checking on the status of the permit. I have made numerous phone calls to **** in ******** because **** does not answer the phone. I have been promised answers to the permit questions, but no answers. They have been payed over $5,800 out of $11,600. How long do I need to wait for my doors?

  Business Response

  Date: 07/12/2024

  We here at Cavalli Doors take consumer concerns very seriously.  We have asked our complaint handler to reach out to consumer to try to resolve this issue.  We hope to resolve this issue very quickly.

• Initial Complaint

  Date:02/08/2023

  Type:Order 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 met with *********************** representative of Abby Iron Doors in September of 2021. I signed a contract on October 20,2021 for replacement of all 29 windows and 5 sets of double doors and 3 additional single doors. This contract in the amount of $96,354.58 was to be completed using their contractors . The installation began the week of April 4 2022. The lead contractor was ************************* and apologetically he told me the company was not providing a dumpster so I had to order that also. The amount of debris was immense. I trusted ************* when he said that handles would be reordered to fit doors and window hardware also was on order . I still have 2 windows that blow open and leave vulnerability to burglary. Several months passed and in Sept during a bad storm several windows leaked through their ***** and our home was flooded. There was substantial drywall damage, I have on video and sent this to **** and still nothing. I have made dozens of attempts, sent pictures, and videos of the damage to *********************** and also copied to the ************** to ****************************************** . **** has made several promises to replace windows and hardware through her texts to me but I have received nothing in writing or spoken to anyone since November of 2022. On 2 occasions without a call someone has shown up at my house to tighten hardware which we have been doing. The handles will just fall off after regular usage since they do not fit properly. The negligence is staggering. I will have to replace these windows because they are defective and I do not trust this company for anything. Im looking for compensation for the windows that are damaged and the hardware. Just want to be done with this company and receive fair compensation . I will also need a window contractor to inspect all windows to confirm that seals are not compromised and windows are installed properly. Every day I am vulnerable to rain destroying my property because these windows are not installed properly or are defective

  Business Response

  Date: 07/12/2024

  We here at Cavalli Doors take consumer concerns very seriously.  We have asked our complaint handler to reach out to consumer to try to resolve this issue.  We hope to resolve this issue very quickly.

• Initial Complaint

  Date:12/19/2022

  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.

  I purchased an Iron Door from this company trading as Abby Iron Doors for a total of $15,432.76 including $1500 for an upgraded glass insert with a mirror finish. This also included $2,350 for installation and removal of the existing door. The door was installed in the dark. The following morning it was clear that the door was not the color ordered nor was the glass mirrored. In addition the installers did not take away the old door as agreed but did take the attached security system parts which were needed for fitting to the new door.Upon complaining to the company the sales person immediately sent a message that said "Oh no it is the wrong door" which we have in writing. There was then a series of emails and phone calls including one from the customer service manager confirming that a replacement door was approved and in production as of May 9th 2022. This was quickly followed by a message saying no they would not replace it, would not provide the correct glass and would not pay for the disposal of the old doors or the costs to replace the security devices. However they would send a 'master painter' to repaint the doors. We did not agree to this but eventually allowed this on the basis that if he could not restore the doors to the correct color they would be replaced. The painter eventually came after several weeks but without the correct paints, with no ladder (we loaned him one) and with no protective materials. The result was a disaster with an iron door now painted with streaks of black, with black spray paint on all the walls, floors and baseboards up to 12ft away both inside and outside. Upon complaining we were still refused the door that we ordered and another painter was sent, again after many weeks. This one was more professional but he was left with repairing the previous ********* mess and was only provided with spray paints from ******* so while he diligently tried he could not provide us with the door we ordered, in the color we ordered or with the correct glass and only painted the outside panels so the door is now two colors. The company now refuses to take our calls or respond to email. They did accidently send us an email that reads - he is on my Let go into voicemail list per *****. So this appears to be how they treat customers who spend $15,500 and additionally incur all the costs of disposing of the old doors as well as having to employ a security company to replace the technology they took away with them.

  Business Response

  Date: 12/29/2022

  We are responding in regards to the above filed complaint: 

  -Final product matches to what customer ordered and sign off.

  -After the door was installed, the customer did not like the way the color looked

  - We offered, in good faith to refinish the color, as a courtesy although this is what they signed off on at the time of order prior to releasing into production
  - We Sent a technician, twice from GA, and the door was refinished to customers satisfaction
  - The Customer continuously requests a new door even after we gave them a courtesy refinish in good faith
  

  We have assisted in the best way that we can as this was not our error, and we were not obligated to assist them nor obligated to extend to them a complimentary refinish. We cannot satisfy this customer as they continue to request a new door however we cannot replace their door as they received exactly what they ordered. 

  
  

  Customer Answer

  Date: 01/18/2023

  I am rejecting the businesses response because:-
  
  1) Despite their assertion the Door was never accepted. The Door was not delivered as ordered or as detailed in their proposal. Please see the pictures attached including their proposal, the actual door delivered against the sample provided by the company. In addition the Mirror Impact Glass for which we paid an extra $1500 was not provided.
  
  2) As the attached copies of emails show, the company acknowledged the problem and stated that a replacement was to be provided. This never happened.
  
  3) The attempts to repaint the door on site have failed completely and have seriously damaged the door. There is no final finish as per the specification provided by the company. The email attached describes clearly that the company knew the painter did not have the correct paint. The subsequent attempt to rectify this again failed and left a damaged door on the critical street facing side while leaving the sides and inside surfaces completely different colors and finish. We still have no Mirror ******************************** acknowledged that they had made an error in the ordering process and offered to replace it. They then reneged on that promise and attempted to treat the issue as a minor repair which it clearly is not and then seriously damaged the door.
  
  This has resulted in enormous stress and financial harm. We just want the door that we ordered and paid for. It would also be nice to be treated with respect as a customer that had paid a substantial amount of money to this company.
  
  Sincerely
  *******************************

  Business Response

  Date: 02/08/2023

  We have responded to a previous BBB complaint in December of 2022. The response will remain the same.

   

  -The final product matches to what customer ordered and signed off on. We make our doors based off of their signed paperwork with the specifications that they request and approve. 
  -The Customer did not like the finish color once the door was installed. However, this is the color that they signed off on. 
  -We offered, in good faith, to give them a complimentary refinish on site to tone their door down since they didn't like the color that they chose.
  -We sent our paint technician twice from GA, and the door was fully refinished to customers satisfaction
  - The customer continuously requests a new door even after we provided a complimentary service in good faith service
  - We cannot satisfy this customer as we wont be able to replace to a new door

  *********** is firm on this final decision 

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18611050
  
  I am rejecting this response because:

  1) I have in writing from the Company that they made an error in ordering and supplied the wrong color door. See previous attachments including a statement that a new door was being ordered.

  2) We have never accepted the door as the Company claims. See the photos of the sample ordered against the door provided.

  3) The attempts to refinish the door have failed as acknowledged by the Company in writing and by the painter. See the previous attachments.

  4) *********** refuses to enter into any dialogue. Ignores emails and sends phone calls to voicemail with no response. See the emails previously forwarded.

  5) This is a serious investment for us of $15,500 and we reasonably expect to be treated with respect and to be offered a solution.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/17/2023

  This is the 3rd BBB Complaint filed byt he same Customer and each time the response reminas the same.

  
  -Final product matches to what customer ordered and sign off.
  -The Customer didnt like the finish they chose once the door was installed installed
  -We offered good faith refinish to tone the color that they chose down as it wasn't what they expected
  -We sent ************** twice from GA, and door was refinished to customers satisfaction
  -Customer continuesly requests a new door even after the good faith service of giving them a new color finish
  -We can not satisfy this customer as we wont be able to replace to a new door 

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 18611050
  
  I am rejecting this response because:

  The Company confirmed in writing that they made a mistake in the ordering process and shipped the wrong color door. See photo of sample provided against door shipped.

  The Company confirmed in writing that the mirrored glass that we paid $1500 extra for was not provided.

  Continually stating that the customer is at fault when the facts are clear is ridiculous. Ignoring any attempt at communication and aggressively rejecting all attempts at resolution puts the management of this company in a very bad light. Other consumers need to be warned about this company.

  Sincerely,
  

  
  *******************************

  Business Response

  Date: 07/12/2024

  We here at Cavalli Doors take consumer concerns very seriously.  We have asked our complaint handler to reach out to consumer to try to resolve this issue.  We hope to resolve this issue very quickly.

  Customer Answer

  Date: 07/12/2024

  The response to you from the Company was that somebody would contact me. Nobody from the Company has contacted me in any way.

  Business Response

  Date: 07/16/2024

  Our third-party complaint handler is working to try to find a solution to this issue

• Initial Complaint

  Date:10/10/2022

  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.

  On February 7 2022, I already paid Abby Iron Doors $6000.00 many months before to have a door installed at my home in *******. The door was damaged by installer. Pics were sent to them and they fired the installer and advised they could order a new door. I suggested they send a new installer prior ordering since the damage was caused by the door being too tight to fit. They finally agreed to do that. I spoke to a few people on a design change since the color was not what I was told as well. They took all my info but never got back to me. Its been 7 months and I can't get anyone to stay on top of it and have regular calls to get this resolved. I have texted and emailed many times with no results. Even tried to reach out to the Sales person **** who lives in ******* but to no avail. Nobody gets back to me. I asked for a Refund and they did not respond to that either. If a Refund is easier than lets do it. I don't want to wait another 7 months if they cant communicate in a timely manner.

  Business Response

  Date: 10/17/2022

  Sent replacement door cad to customer