ComplaintsforArtistic Iron Works, Inc.

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a security gate installed by Artistic Iron Works on 12/07/2023 the gate is nice but they didnt put the nails in right on the back of the gate so there is a gap that makes a bulge in the front of the gate, that looks like it has dents in the front. I called, talked to Calib, he told me to send pictures, I did and he told me the dents are impressions from where it was screwed in. I said so does that mean I I have to live with the dents? Calib said I can have the installer come out and add another s**** but with overlayed screen wether it be perf or solid it can have bubbles in it I told him it is not screwed evenly, and if they did it right it would not look like that, it is not even. ***** said this is a normal occurrence. So the installers came out, saw the problem, tried to hammer the bulge, that did not work, just left scratches from hammering. So the installer got a tape measure, measured the piece and said we will have to bring out another sheet to replace this one. Well Calib called me and said I placed a stop payment on the $700 check I wrote for the balance of $1300 for the gate. I told him the installer hammed the budge and couldnt fix it, so he measured to replace the piece. *****, told me he did not hammer it and he did not measure for a new piece , because he does not have the authority to make that decision and he was going to contact the district attorney concerning my stop payment. I told him it would be easier to fix my gate. 3 people visit me and said your new gate has dents in it. Come on Calib!

  Business response

  01/09/2024

  Artistic Iron installed a side gate for ******************************* on December 7th, 2023. At the time of installation, it was signed off that the homeowner was satisfied with the install and payment was given to the installers. The following day, we received a text message regarding the homeowner's concern of the screen. The perforated sheet metal that is used for the gates come in big coils. They are rolled out and flattened as much as possible before install. Because the metal sheets come in huge rolls, it is not always possible to get the sheet COMPLETELY flat without damaging it. The sheet imperfection is minimum. ***** offered to send out a crew and add more screws to help cover the small indentation from the screen. The homeowner agreed and we sent out a crew. Still unsatisfied, the homeowner stopped payment on the check. 

  Customer response

  01/09/2024

   
  Complaint: 21056394
  
  I am rejecting this response because:
  ***** calls the problem small but why should I settle for imperfection I expect the gate to be perfect.  And it was not screwed down right or it wouldnt buckle and he wouldnt have had to try to hammer it down.  There should be a new sheet applied so there is no bugle  and if the screws are put in right it will be fine.  The imperfection starts in the back where the screws were put in, more screws are not the answer.  Sorry, I have done business there before with no problems but this is not right.  Thank you
  Sincerely,
  
  *******************************

  Business response

  01/12/2024

  As mentioned before, the perforated screen comes in huge coils. The sheet will never lay completely flat. It is not guaranteed that if we replace the screen, it will not have the same small dents. Sheet metal expands and shrinks deepening on the outside temperature. This is a standard pool gate. The gate was built per contract and done correctly per Artistic Iron Work standards. We offered to send another crew out to try and add more screws to make it as flat as possible, which the homeowner rejected. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 25th of June, I had Artistic Iron Works to replace the security door that I had because of a gap at the bottom so ****** the salesperson told me that I wouldn't have the gap once the company replaced it. They sent 3 guys out to do side gate and front security screen door and had 1 guy replacing the front security screen, the other 2 was putting up the side gate. This is what they did to my frame. They are saying that the wood is old and sometimes things happen..WTF.. any advice who should I contact about this? ******************* pics

  Business response

  08/22/2023

  ************ purchased a custom security door from Artistic Iron Works (AIW) on April 21, 2023. She already had an existing security door. (see photo). At the time of install, AIW has to remove the existing door in order to place the new door on the frame. At the time of removal, the bolts will leave holes on existing doors.  AIW is not responsible for covering any holes that an existing door leaves behind. The security door AIW built for ************ was made to be full frame, meaning the frame will sit all the way around the frame to ensure there are no gaps. There was a very minor gap at the bottom, AIW sent a crew out to add angle iron to the bottom to cover that up. She signed off that she was satisfied, and the project was turned in as completed.  

• Initial Complaint

  02/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  One team measured and fabricated and one team was sent to install. When the installation team showed up they realized the original measurement errors and left the equipment on my front door step even though our contract included installation. They have since threatened legal action and sent me the remainder of my bill. I was forced to hire a a competitor that immediately noticed the original fabrication wouldnt work for my window layout and informed me that i need to start a case with BBB and The ************************ which i have. Artistic Iron Works refuses to work with me or find a resolution.

  Business response

  02/15/2023

  ************************* called Artistic Iron Works (AIW) on January 19,2023 to get a phone quote for window guards. A contract was written up and emailed to ******************** for approval. He requested a Saturday for measurements so that he could be present, which AIW accommodated. He got scheduled for Saturday,January 21st at 9am for measurements. ****, the field supervisor, called the customer to confirm and let him know he would be arriving soon. After several non-answered phone calls ******************** finally answered the phone, very aggressively stating he was being inconvenienced.  
  Once **** arrived, he informed the customer, so that he could be let in through the gate. The community in which ******************** lives, is in a gated area with an automated roll gate. It cannot be manually opened. (See photos). The windows that were being measured are on the 2nd and 3rd floor of the building,which required a ladder. ******************** proceeded to walk down the stairs and open the gate only partly, while shouting and cursing at **** and his helper.
  ******************** refused to let **** and his helper inside the home to measure for the firebreak-aways. He insisted that it could be done through the outside. **** explained to him why it had to be done from the inside for a proper fit. ******************** became aggressive, cursing and yelling stating he had people inside and didn't want them going inside at all. **** agreed to measure from the outside and had ******************** sign off on the measurements that were not recommended.
  Measurements were taken from the outside, as best as they could and the firebreak aways were changed to outside locks to accommodate.After they measured, they needed to be let out of the roll gate. **** called the customer several times so that he could open the gate. ******************** did not open the door or answer the phone calls, leaving **** and his helper locked inside of the complex. They had to jump over the gate with the ladder to get out.
  ******************** had also insisted on a HOT date for install. He was scheduled for February 9th, 2023. (See contract) The project got built and scheduled for installation. At the time of install, ******************** began to yell at the installers, stating the window guards were incorrect. He continued to threaten the installers with brass knuckles to get off his property. He proceeded to verbally abuse the crew. The installers were then instructed to leave the window guards and leave the site if ******************** was refusing the install. Nothing is worth the safety of an employee.
  The project was turned in as completed, as he refused to allow the crew to install. All the iron is now at his property. He called the office and spoke to a manager regarding the issue. Again, he got verbally aggressive and threated to come down to the office and beat up the salesman.
  AIW proceeded to send him a 10-day notice for non-payment and proceeded with legal action. AIW values their employees and their safety.AIW will not be sending another crew to ******************** property.
  ******************** stated that he seeked out a competitor for a solution and received a proposal from ***************. This proposal does not state firebreak aways for the bedroom window guards. Their proposal is not up to code. 

  Customer response

  02/16/2023

   
  Complaint: 19395664
  
  I am rejecting this response because: They are obviously trying to paint me as the bad guy to get out of this but I have witnesses to the entire event. The crew did enter my premises and measure the windows. The o Lu reason they left was because the installation crew realized they wouldnt fit. Now they are trying to get out of it by making stories up. I have proof of how they have broken the contract. I ask for them to provide proof of their claim. Any proof. 
  
  Sincerely,
  
  *************************

  Business response

  02/20/2023

  ******************** signed off on the measurement sheet where it states, "NO drill thru, lever on the outside". (See attached). Everything Artistic Iron Works (AIW) builds is per contract, as everything is custom. AIW takes responsibility if the item is not built correctly, but that is not the case with ************************ windows. Everything was built per contract, the customer refused to allow the install crew to install, threatening the guys. *** instructed the crew to leave and leave the iron at his home. AIW takes pride in working and having satisfied customers. AIW will not risk employee's safety. 

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with Artistic Iron Works to install a iron fence so our dogs could not get out. When they came and gave us a quote they insured us our dogs would not be able to get through the fence. Once the job was completed and we arrived home and put the dogs out, they were able to get through the fence with very little effort. When I asked for a resolution, Kayla (from Artistic), said we signed a contract and the details were on it. I said that we relied on their expertise and that we were assured the dogs would not be able to get through the fence and they are able too. Kayla said we could fixed the issue for $600.00 and I refused saying we relied on your company and were very upset with the outcome. We do not live at the residence full time and it's becoming very difficult dealing with this company.

  Business response

  05/09/2022

  Business Response /* (1000, 5, 2022/01/21) */ **** and ****** ****** signed a contract with Artistic Iron Works (AIW) for patio fencing with a courtyard gate. The salesman, Stephen met with **** on October 28th, 2021 to get a quote on the iron. It was discussed that they wanted the fencing and gates to keep the dog from going out. The dog was not present. Stephen did not have a visual of the customer's dog. When discussing the picket spacing, the salesman Stephen suggested a 3.5-inch picket spacing due to the design of the castings. The castings must sit at a 3.5-inch spacing for them to be centered with the iron. **** approved the picket spacing. The contract was approved by text. ***** ****** authorized her credit card to be used for the transaction. A drawing was sent out on November 5th, 2021 for their Home Owners Association. The drawing clearly shows the casting and states the picket spacing. The drawing was also approved. The project was built and completed, per approved contract. ***** ****** later called AIW's office to address her concerns with the iron. She was upset because the dog could get through the fencing. It was explained that the picket spacing was discussed with **** and it had been approved, along with the drawings. AIW's contract is with **** and ****** as they are the one's who signed off on the contract.

• Initial Complaint

  12/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 11-1-2021, we signed an order for 3 new exterior gates for our home with Artistic Iron Works. We were given their name by another resident in our community at *********************. We provided photos of their gates which we wanted replicated for our home. Dallas, their sales rep, stated that we would need pad code locks/levers to meet pool code requirements for the 2 side gates. Our existing gates had locks at the standard height of 42" and had recently passed Clark County code inspection when the pool was installed in 2021. We expected the new gates to have the levers/handles at the same standard height and were never informed otherwise by Dallas. The total for the 3 gates was $6,000.00 and we gave a check for half of it, $3,000. The remaining $3,000 was to be paid after full completion. The 3 gates were installed on 12-10-2021. The 2 side gates were installed with the pad code locks/levers at 48". The handle on the center courtyard gate does not match the 2 side levers in style. It is a scroll style. The 2 drop rods were not installed at all. After contacting the company, they have refused to work with us on these issues. On 12-23-2021, we received a threatening letter from Artistic Iron Works, stating that if we did not pay the balance of $3,000.00, a lien would be placed on our property. The job has not been completed. We would like the handles and locks placed at the industry standard of 42" on the 2 side gates and matching lever handles on all 3 gates. Also, the 2 black drop rods as called for in the agreement need to be installed. We appreciate your assistance in helping resolve this problem.

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/01/07) */ ************* contracted Artistic Iron Works (AIW) to build and install a total of 3 gates. 1 was a courtyard gate and 2 pool code side gates. They were built to contract and installed on December 10th, 2021. The ********** have spoken to just about everyone in the AIW office regarding the lock. It has been explained serval times that all three gates are built correct. The standard pool gate must be self-closing and self latching. The gate must open outwards from the pool area. The lock may be mounted at any height as long as they are permanently locked from the outside. The pool code gates do meet all the requirements. The lock used on the courtyard gate is a passage handle and deadbolt, as the locks used on the two pool code gates are combination locks. The style of lock is slightly different, as they do not come from the same supplier. AIW does need to go back to the property to add the drop rods. Mr. ******* communicated with the office that he would be out of town and would call us back to schedule the drop rods and get this completed. Consumer Response /* (3000, 7, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This a workmanship complaint. The gates were not built according to the proposal. Pictures of another job recently done by Artistic Iron Works (AIW) at ********************* were shown to AIW salesman, Dallas. We expected to have the same placement of the levers/locks, which are at approximately 42", the industry standard. We were never informed or agreed to have them placed at 48". We live in a neighborhood of 1,100+ homes and have not found a single one that has gate levers/locks at that height. The handles on all the gates should be of the same design and color. All three are on the front of the house. We agreed on levers with Dallas. Again, we were never informed that the courtyard gate would be of a different style. Also to correct AIW's response, the handle does not have a deadbolt...it should though. Contrary to AIW's response, I have never spoke to anyone at AIW. My wife, ****, called and spoke to Crystal and Caleb. She asked to speak to the owner or a manager and Caleb stated he was as far as she was going to get. Three different reasons or excuses were stated by AIW why they installed them so high. First, was that written code required them to be placed at 48" - 54", the second reason was that they needed to be at a height where children could not reach them and third was that their insurance required them so high. All untrue. They choose to place them where they did because that's just where they placed them. Also, the lever handles/locks are not at exactly the same height on the 2 side gates. They should be. They are off about an inch. AIW's position is that they can do whatever they desire regardless of what the customer wants or expects. The pictures shown to Dallas are considered part of the proposal and if AIW was unable to build the gates as they had for another customer, we should have been told. As I informed Mr. S*****l, I am a disabled military veteran/retiree with a disability that precludes me from raising my arms beyond chest height. If we had been informed that AIW would be placing the levers/locks at 48" or any height that they desired, and that all the handles would not match, we would not have done business with them. There is no legitimate reason why the handles cannot and should not be placed at 42", the industry norm and that all the handles are at a minimum the same design and color. We expect these problems to be resolved along with the drop rods installed per the AIW proposal so that we can make final payment. Business Response /* (4000, 9, 2022/01/21) */ The gates were built to match what was given to the salesman, Dallas. As a company, we cannot assume what a customer wants, which is why we go strictly based off the contract, unless it is specified. The reasons given to Mr. ******* for the lock placement are valid reasons. AIW has been in business for over 50 years. As a company, we are required to pass pool inspections. The locks Artistic Iron uses on courtyard gates are standard locks. They can be changed out if the customer chooses to do so themselves. The two pool gates do have combination locks, which come from a different supplier. All the gates that Mr. ******* received, were done correctly and per contract. In order for the lock to be moved to 42 inches, the gates would have to be rebuilt. That can be done at a cost. AIW was informed Mr. ******* was out of town and would call to schedule the drop rods. We can schedule a crew to go out and get it completed.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Artistic Iron Works was hired to install a new door to my backyard in September. After 4 weeks, the door was installed yesterday on 10/19/2021. I really like the door itself, however this was installed without me being present for the installation. The door was not installed properly as there is a gap on the bottom right side of the door and the metal piece that was installed for connection. Clearly the hinge needs to be adjusted. I spoke with the manager who refused to have someone come out to fix the door. He stated that he would have to pay a mason to change my wall. THE COMPANY did the measurements prior to installation and should have taken all of these variables into account BEFORE installing the door. I owe a balance on the door but will only pay for it when the door is properly installed. The manager said that he will serve me a 10 day notice if I don't pay; I responded that I will take the matter to a judge in court and present my case if this is their choice of procedure.

  Business response

  05/09/2022

  Business Response /* (1000, 5, 2021/10/22) */ ***** ****** signed a contract with Artistic Iron Works on 9/16/21. The supervisor went out there to measure. The gate was built to contract. He was scheduled for install on 10/19 about a week prior. The office called the day prior to inform and remind him of the install. We did speak to him, arrival time was to be sometime after 10am. In Mr. ****** case, the wall is out of level. AIW tries to accommodate unleveled walls as best as possible during the build. When ***** Frias called to speak to a manager, he was explained why it wouldn't work and there was nothing that could be done. If the hinges were adjusted the gate would not open or close. If we moved the gate to match his wall, the gate will sit crooked also not allowing it to open and close properly. The gate was built per contract, what he signed for. The only solution would be to rebuild that wall to be level. Artistic Iron Works does not do masonry. Consumer Response /* (3000, 7, 2021/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The contract was for the door to be installed correctly with measurements done prior to installation. If there was going to be an issue with the installation and a gap was going to be created, this should have been addressed prior to the installation. It was not. I have had other people observe the issue and it is agreed that the hinge simply needs to be adjusted. No masonry work is required fir this adjustment. I am willing to pay the balance on my account if at the very least the installation is done correctly and someone comes to my home to address this problem. Business Response /* (4000, 9, 2021/10/27) */ Installation and measurements were taken correctly. From the photos available, everything looks correct. Artistic Iron Works has been doing iron for over 50 years. We can offer to adjust the hinges in the field, because Mr. ****** has been told this would affect his gate not opening/closing, adjusting the hinges it will void the warranty for any gate misalignment issues that will happen in the future. Consumer Response /* (4200, 11, 2021/10/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the measurements were done correctly there would be no space on the bottom right part of the door between the door and the wall. If this was going to be an issue, then I should have been informed of the issue before the door was installed, and again, I was not. If this company has been in business for this long, then it seems like this communication with a customer should be basic. Given this information, my cost should be adjusted accordingly, or I will have someone else fix this issue and deduct the cost from my balance. Business Response /* (4000, 13, 2021/10/29) */ We have examples of many gates with the same small gap. Every home and every wall is built differently, sometimes they are slightly out level and not always visible to the eye. We were contracted to build a gate and that's what Artistic Iron Works (AIW) did. The contract does state (See #18-#19) that small gaps are standard on gates. AIW will offer a $100 discount for the minor gap. AIW strongly believes in keeping customers happy. Consumer Response /* (2000, 15, 2021/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) After I contacted the company with the repair I had done paying for it, I proposed to split the difference of payment which they agreed to do.

• Initial Complaint

  07/26/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On July 17th Artistic iron works representative sent Stephen to my house for an estimate. After taking several measurement for a security screen door he said it would cost me about $3,500. I said well I'm glad it was just a no fee estimate. Stephen said we are in the business of selling not making estimate. He said you only need to put half now and the rest when we install. He also said it takes at least 6 weeks before the order comes in. He then said how much you think you could put down? I said maybe $500. He said that's fine pay the rest till you get at least half the next couple of weeks and you'll be set. Today July 26 I called to cancel and ask them to refund my $500 that they got on July 21st. Kaleb the manager I spoke to said we can't give you your money back. I said why not Kaleb said there is no refund and he insisted I just pay for the full amount which is the additional $3000. I said I can't afford that just please return my $500 to my account. Kaleb there's no refund.

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/07/28) */ Artistic Iron Works (AIW) salesman, Stephen, went out on an appointment to meet with ******** ***** on July 17th. 2021. Mr. ***** did provide a credit card and placed a $500 deposit towards the job after signing the contract. Everything AIW builds is custom built in our shop. Mr. ***** called on the 26th to try and cancel the contract. That has been almost a week since sign up. The job had already been processed and a cut-list had already been sent to the shop, meaning the material has already been cut. Caleb is correct. AIW does have a no cancellation policy due to the work being custom, #6 on our terms and conditions on the contract and the front. Delivery time states approximately 8 weeks. AIW would be more than willing to set up a payment arrangement with the customer if needed. Consumer Response /* (3000, 7, 2021/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I see nothing on the contract that shows I can't cancel and get back my deposit. I was clear that nothing will be done until half of the money owed from original amount $3,350. I only made a deposit of $500 which I was told was not enough to start anything until half of $3,350 was received. Stephen said I could make more payments within 8 weeks because it normally takes that long to order. The company received my payment on July 21st and after thinking it over I realized I couldn't make that payment and it may be too expensive. I called to cancel on the 26th of July and spoke with Caleb who claims he is the manager and the highest person in the company. He said I will not get my money back no matter what I do. I told him I will be in contact with better business bureau, and also give them a bad review in ****. Caleb said go right ahead your still not going to get your $500 back no matter what. Business Response /* (4000, 9, 2021/07/30) */ Please see terms and conditions #6 on the back of the contract (AIW does not offer any refunds once contract is signed. All sales are final and owner/Client is legally bound by this contract for the amount stated on the front. No deposit will be refunded under any circumstances. Any changes or alterations will only be done under a change order signed and authorized by a representative of Artistic Iron Works and Owner/Client.) Salesman did not write on contract that there was a hold for build until full deposit was made, therefore the contract gets proceeded and into the shop. Like mentioned before, AIW is more than willing to work out a payment plan that works for the customer. This is a custom built project that is too far along for AIW to give a refund.

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