ComplaintsforCustom Iron Arts, LLC

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have an issue with install of our main gate. Installer hasn't come back in two weeks to finish work, never called or returned multiple calls made by me. Their poor work quality made one of the automatic door opener arms to break, which they replaced with a wrong size arm. Use of wrong materials and lack of knowledge led to wind ripping a hole in the gate by one of the automatic arms. Sheet metal that was installed on the gates is not installed smooth/flat and shows waves and need to be corrected.

  Business response

  03/21/2023

  Mr. ******* Contracted with us to install multiple gates. Once the job was started to be installed his wife insisted that we install all the gates for the backyard with the latches outside of the yard which of course resulted in Mr. ******* having us change this which I did with refusal to compensate for the extra work forced onto us by his wife, he also wanted additional metal cut and powder coated to cover the holes on the wall from moving the gates also without any compensation. We completed the rest of the install of the side automatic gates with solid sheet metal that I strongly advised against due to the gates having automatic openers and our area having high winds. The customer then stated that the gates were to not have the sheet metal all the way to the top which was noted in my work order, but refused to pay until this was corrected without any further compensation for the gates having to be altered and powder coated again. After the customer coming up with every excuse possible to not pay for the job 3 months later we finally reached a point that we were paid after meeting every desire and demand. Two days later a storm moved in with 70+ MPH winds resulting in the bolts to shear on both openers. On a Sunday I dropped everything and drove across town to secure their gates. I then began the repair process on Monday which involved getting a new arm that had a broken bracket from the high winds. I was able to do so on warranty but had to pay for till I returned the original. I also had to add more cement to a post to re-secure it because with the wind aggressively swinging the gates due to the high winds it had loosened the post. I did so with over 200lb of cement. Once this was completed we began working on the arm replacement once I received the new one. Liftmaster unfortunately sent me the wrong model arm which I informed the customer of. Unfortunately it took two weeks for me to receive the correct one. During that time I received a picture of new damages to the gate that don't seem possible unless maybe done intentionally by the customer, these damages would involve forces on the gate in a direction that isn't feasible to me unless done by the customer intentionally. I then sent my workers out to replace the arm and evaluate the new damage, they were aggressively confronted by the customer and told to get off of his property which we did, and will not return upon his demand. I'm out $700 for a motor that I can not replace and send back the incorrect one and the costs of repairing a gate that was damaged by 70+ MPH winds that is no fault of my own and will once again receive no compensation for my good intentions and hard work.

  Customer response

  03/28/2023

  When contracting with Custom Iron Arts, we requested that metal sheeting be below the design. The installer provided the metal sheeting on all but main gate.  When I noted the missing sheeting, the installer stated that he doesn’t remember and had nothing about sheeting covering designs on main gate in his notes.So, he removed that section at no cost due to his mistake.  
  As for gates which we have not claimed any issues, the latch mechanism was not done professionally.  He drilled holes in a brick covered with stucco to insert a metal rod from locking device and called it complete.  First, the gate was too far from the wall.  Second, with time this method would create a bigger hole in the brick while the gate would rattle in the wind.  To remedy this issue, I asked them to install one bar on each gate (2 total) to properly hold the gate.  In this case, I offered compensation to which owner did not respond.  
  There were several issues with the large gate.  The first issue was with metal screws that held sheeting in place. They were left unpainted.  We were informed that they will stay silver on brown colored gate.  This is unacceptable and I protested. In response the owner informed me that I can go get paint and paint it myself. After conversation about it, he decided to paint it.
  We were never advised on any wind issues that would cause problems with the gate.  As a professional installer, Mr. ****** should design, build and install his gates of this size and weight in order to withstand the local winds.  The weight of each wing would pull on bolts that hold them and slope forward. One of the bolts on a wing section that’s not damaged is bent due to improper size choice. 
  The gate was damaged while it was open and a gust of wind came and pushed one wing and ripped the arm of the gate with piece of sheeting attached to that arm. Anyone construction profession would review this and determine that it was due to poor workmanship in multiple areas where arm was fastened.  The accusation of the contractor to state that I damaged the gate purposely is absurd.Thisis the reasonthat I contacted BBB and ROC. An independent inspection will show that it was damaged for SECOND time due to poor workmanship. In his previous response, the contractor failed to state that both wings of main gate were damaged due to his poor workmanship; putting a single 1/4inch bolt per gate to hold mechanical arm attached to the post where wind sheered them both off and damaged both arms. 
  With the contractor’s prior knowledge of the high winds in this area, he neglected to build a sturdy gate that would withstand those winds and his poor workmanship caused multiple failures to the gate. 
  Another major issue with this contractor was his failure to notify us, the customer, when his employees would be working at our home.  Throughout the many months of work that was done sporadically, we were never informed when they would come. Although I repeatedly asked the owner to notify me either by phone or text, he failed every time. A few days after I notified the BBB and ROC, workers showed up without notification. When my wife informed me of what had happened, I calledMr. ****** letting him know that I would like them to leave since I took the issue to the BBB and ROC. I told him that if they want to come and do the work, to properly inform me on which day they would come.  
  As for payments, we gave Mr. ****** half of total upon agreement and we paid him the final payment on one day after work was completed. Mr. Spivey’s statement that it was 3 months later is false. Everything is documented and can be proven as needed. On the day before he received payment, he came to finalize the work. I pointed out that welds on new gates already show rust. He asked for payment to which I replied that my wife is out shopping and she has a check. He became aggressive and demanded payment. He didn’t care for customer satisfaction, he just wanted to get his money. 
  We will have inspector from ROC check on the work and assist us to determine the next steps in the event that Mr. ****** will not commit to repair the gate. 

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A picture is worth a 1000 words. The first 3 pictures are of the front entrance iron security screen door built and installed by Iron Art of Hereford. It is flush mounted, without any gaps. Cost $800.00. The 4th picture is of the patio "French Style Doubled Sided" iron security screen door built and installed by Iron Art of Hereford. Looks are deceiving. The next 7 pictures show how poorly this door was installed. Little flush mounting, with multiple gaps across the top of the door, the right side, and the base of the door. These gaps will allow egress into our home from snakes, rats, mice, lizards, etc. This is completely unacceptable and I am requesting Iron Art of Hereford correctly install the door, flush mounted as was agreed on when I ordered the door. The door was ordered on 09/08/2022 with a down payment of $600.00. We requested a "Doggie Door" be built into the door. This delayed completion, even after our original order had been lost and Iron Art's had to re-measure the patio door frame. The door was installed by Iron Art of Hereford on 01/10/2023. Balance of $1000.00 plus the addition of the Doggie Door for $100.00, total cost of $1700.00.

  Business response

  02/09/2023

  This problem was resolved a day after the complaint was filed. They are now happy with the addition of Door sweeps and a bit of caulking

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