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:05/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 October, I reached out to the company to see if they had a strike lock replacement to which they said they could replace it. The invoice showed a hook lock so the first time they came they changed the cylinder but just tried to put screws in. We continued to have issues with the gate so they had to come out 2 more times. The second time, they changed the whole strike lock and replaced it with a gate lock deadlatch. That fixed the screws that were sticking out affecting it from locking properly but then we had issues with the gate not locking and being able to push the gate in, unlocking it without a key. They came back out again to align the gate because the second time they raised the gate, sanding the inside lock to make it fit but then we still had issues and returned it to its original position. The inside cylinder turns with the key, locking the key in the lock, unable to get out. The outside cylinder doesn't have that problem. I've requested for them to correct this but are wanting to charge another $300 for this issue on the new lock.

  Business Response

  Date: 05/14/2024

  We are working with customer to resolve this issue. 

  Customer Answer

  Date: 05/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:01/08/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:08/21/2023

  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.

  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

  Date: 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

  Date:02/14/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.