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Business Profile

Iron Works

Iron Crafters, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Iron Works.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/08/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 a railing on 5/23/24 for around my front porch and to go down one side of my stiars. I believe it was August before it was installed. I paid $2782.50 for this railing. I called them on April 28th and spoke to **** to explain it was already chipping and rusting in several spots, he asked me to send him pictures and that it was out of warranty but he would see what could be done. I went home and sent him the pictures that evening. I called them back on April 30th and left a message no response from them. Called back that afternoon and then received a text message telling me to go buy some paint and it can be fixed. This railing is not even a year old and is already chipping and rusting. I have several pictures but your site won't let me upload all of them and its not just one area its all over the railing.

    Business Response

    Date: 05/22/2025

    I'm sorry *** ***** is having issues with her rail.  She did send a pic of one area that had a paint chip.  I attached a section of her sales order that clearly states we have a 6 month warranty on the rail.  I explained this to her and went in great detail of how to clean the area and what type of paint to use on the touch up.  The paint is cheap and easy to find at any home improvement store.  This rail is outside and subject to all of the harsh elements of sun and weather.  It does require maintenance as would anything else.  We see paint issue on the bottom of rails like this where salt or other chemicals were used to mitigate ice on steps.  Not to say she used these products, but that is just one of the possible things that could hurt the finish on metal. This is an easy and cheap maintenance for her to handle and is why I took the time to explain the details on what to do.

    Customer Answer

    Date: 05/22/2025



    Complaint: ********



    I am rejecting this response because: clearly the business is not going to help in fixing this. It's not just at the bottom that is just where it is the worst. I understand it sits out in the elements, but never in my life jave i jad a railing that was chipping and rusting this bad in just over six months. And you did not gov over all this in detail with me. I was told you would talk to who ever does the coating and get back to me. Then after a few phone calls i get a text with pictures telling me the brand to buy and i could get spray or brush on. I will never recommend or buy from your company again. To pay the kind of money you charge to have it chip and rust this bad in under a year is ridiculous!



    Sincerely,



    **** *****

    Business Response

    Date: 05/27/2025

    We're sorry you feel this way.  The text we sent did explain how to service the rail and included pictures of the best type of paint the powder coating company recommended.  The rail was installed longer than 6 months ago, actually 10 months.  We can't control what people do around the product or other forces in the climate that could effect rust spots to happen.  After the warranty period, we can offer advise on how to maintain it's appearance.

    Customer Answer

    Date: 05/27/2025



    Complaint: ********



    I am rejecting this response because:

    This issue can be closed but not satisfactory. It is now close to 10 months because it was installed in August but I've been trying to resolve this since April so i was 1 month past your warranty according to you. Again i am not satsified and you can close this. I am over this company and will never recommend them.



    Sincerely,



    **** *****

  • Initial Complaint

    Date:04/29/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 April 19th 2024, I got 2 double hung windows installed. Everything was fine till I noticed that the windows could not be locked. I called Iron Crafters on April 29th to let them know if someone could come and fix the issue. They said that they would call back and see if the technician had time. Called again and said that a technician probably would not come out today but that they had sent a youtube video on how to fix the issue. Got to the first step of the video when I decided it was better to wait. When I put the window back, the window got stuck and would not go up or down. Called back and told them the situation and said they were still trying to see if a technician could come. I told them I would like someone to come out today because now the window is open and its a security risk, the response I got from them was that they didn't know if they could get a technician to come this week and when I informed them of the security risk of the window remaining open for the night, she made the comment of Well I sent you the Youtube video. Waiting to hear back from them for a technician to come out.

    Business Response

    Date: 05/06/2024

    This complaint is a duplicate.  Both members of the same household filed a complaint against us at the same time. 

    Due to user error while cleaning the window, one of the sashes came out of the track.  The installer demonstrated how to do this correctly after installation, in order to avoid this from happening.  The customer did confirm with our business owner that this demonstration was done at time of install.  Not a big deal, since there is a learning curve and we have no problem coming out and correcting the situation.  Once we received a call from the customer, we sent an instructional video on how to correct.  90% of the time, this video reminder is all that is needed.  Our procedure is to send the video and then work on finding the soonest availability to dispatch an installer.  With a new employee on our call center, I can believe that communication was not ideal for the customer, and signals were crossed.  We were able to direct an installer to their home by afternoon that day and put the window back in the track, along with re-demonstrating how to operate correctly.  We followed up with the customer and they were satisfied.

Iron Crafters, LLC is NOT a BBB Accredited Business.

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