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:05/15/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 October 6th, 2022, I paid ABQ Metal Works 10,533.42 (approximately 50% of total project) via credit card. This was the required amount requested by the merchant for the materials.
  
  The total project was agreed to include:
  * 1 automated metal drive through gate of cantilever design per customer design with powder coat finish
  * Stand to house access panel per customer design with powder coat finish
  * 12 wall toppers per customer design with powder coat finish
  * Side fence insert between block wall per customer design with powder coat finish
  * 2 manual swing fences per customer design with powder coat finish
  
  The projected project completion and installation date was December 7th, 2022. I was informed of delays due to staff turnover, which I was understanding of. The delays have continued to current date of 5/15/23. Either via email or over the phone, I was consistently informed that the work was in progress and would be ready in a matter of weeks. The two manual gates were fabricated and installed in February, though these don't function fully and will require some adjustment. The manual gates were invoiced separately, thus are not in the $10,533.42 amount listed above.
  
  The last communication from the merchant was received on April 13th, 2023, again indicating the automatic gate and side fence would be ready for scheduling installation the following week. Since then, my multiple phone calls, emails, and visits to the shop have gone without response. The shop has been empty the handful of times I've visited in the past 3 weeks. As such, the business has not made any attempt to resolve the issue.
  
  I've been more than fair, accommodating, and patient, understanding small businesses are suffering, however, we've gone far past the point of being fair and patient. I would like to work with the business to obtain a full refund my deposit.

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In June of 2022 we paid Albuquerque Metal Works $4,100 deposit to start making some custom automatic gates for our home. Upon completion of the gates which was on October 3, 2022 we paid the remaining balance of $4,010. The gates were then installed. Upon installation of the automatic opener, it malfunctioned and we were told that parts had to be ordered and the motor installation was incomplete. October 21, 2022 the automatic gate opener was finally installed, for the first couple of days it seemed to operate correctly. By October 27, 2022 I sent an email to Heather which is the owner of ABQ Metal Works to notify her that the gate was not operating. I was emailed back on October 31, 2022 by Heather and told that someone would be out to take a look, no one ever came.... December 1, 2022 I was finally emailed back by Heather and told that the person who installed the gate motor no longer works for the company and that they are behind and someone would try to get out to take a look. December 5, 2022 I emailed Heather again to see what the status was, she emailed back same day and stated that another person Cameron would call us to discuss the problem. Cameron came out to take a look and said that the gate was fine and there were no concerns. It doesn't matter if it is sunny, raining, windy, cloudy, foggy the gate does not open and close normally or at all most of the time! Fast forward to January 9, 2023 we were told by ABQ metal works that WE needed to contact the gate motor manufacturer to troubleshoot what was going on. We spent over 3 hours on the phone with them and got nothing resolved. We re-booted everything and it still does not work. I have sent several videos and pictures of instances where it is not operating and nothing has been resolved. We have been asking that this gate motor be replaced several times and we have been told that there is nothing wrong with it, but yet it does not operate. We are asking for a refund in this matter for the current motor and a refund of the other gates we have also ordered which still aren't fabricated or installed. The amount we have paid them for the other 2 gates we ordered back in October was $3,800.00. To date we paid ABQ Metal Works $11,910.00 for a gate that does not operate and for gates that are still not fabricated. We feel that we should be compensated for the ridiculous run around that we have received from ABQ Metal Works as well as a refund for the gates that still have not been made yet which we already gave a deposit for over 4 months ago. They have not provided any customer service to us at all. We have been left with an un-operable automatic gate for too long and it is unacceptable. We have been more than patient in this matter and they need to be held accountable for their poor quality of service.