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Business Profile

Ornamental Metal Work

Velarde Ornamental Iron
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:12/30/2024

    Type:Product 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 ordered and paid in full $4785.00 for 2 custom iron gates with installation from Velarde ornamental iron on March 15 2024. I found them at the *********** and Garden show last year. I am still waiting for completion of job. after contacting office several times and even talking to the owner I have had many promises but no follow through. Calls are not being returned. I also submitted some of the last contacts with the installer who is the owners son. Again more promises but still no installation. At one point after talking to owner the gates were dropped off but the installer said he couldn't find the poles so he couldn't install but would be back next week. That was over a month ago. I am now concerned that they are done with me because I paid in full. At this point I would like a refund or the job finished as long as the job is done correctly.

    Business Response

    Date: 03/06/2025

    I meet with Miss ********* at the office and refunded her 2,000.00

    For the delay with her job, I can speak with you tomorrow if that would be

    Okay if you need the date when we had settled. Thank you for reaching 

    Out to me.

     

    *****

    Customer Answer

    Date: 03/06/2025

    ******* did refund $2000 for someone else to install gate. Gate was not correct measurements, poles had to be changed and parts cut to fit . One gate was short, Another gate would not reach. New installer had to add sheet metal that was missing , anchor poles and attachments, bolts and new poles to make them work. One side was supposed to be remeasured which it wasnt so gate is shorter than the other. Also design we agreed upon was not done correctly. Top was supposed to be open but was sheet meddled all the way up. I also paid for 2 combination gate locks which I did not get. ***** are in but I am not happy with them. Plus it cost me more money to finish the job. They should not have an A+ rating. I would never recommend this business.

    Business Response

    Date: 03/11/2025

    My apologies for today my Name is ***** I'm the secretary for Velarde's


    I meet with Miss ********* at the office and refunded her 2,000.00


    For the delay with her job, I can speak with you tomorrow if that would be


    Okay if you need the date when we had settled.

    Customer Answer

    Date: 03/12/2025

    I am not disputing they gave me $2000 for someone else to complete job. I should have requested a full refund for job as I did not realize the wrong measurements etc. being as I am not a gate installer. Gates are installed but are not of the quality of an A+ business. Again one gate is way taller than the gate on the other side. There are large gaps because of wrong measurements . Design is also wrong. I do not have the money to order new gates so I will have to make do with these unfortunately. I think their A + rating should be changed to warn future customers.

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