ComplaintsforVintage Ironworks, L.L.C.

• Initial Complaint

  03/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I contracted for delivery of 2 sets of custom doors and a custom transom about 12 months ago. Vintage Ironworks has 90% of my money (about $22k) and although the contract states 10 to 12 weeks for delivery, we are still awaiting installation. The owner refuses to communicate regarding a delivery date.

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/03/28) */ Contact Name and Title: William W****** Contact Phone: 4073392555 Contact Email: [email protected] Vintage Ironworks personnel have been in contact with this customer extensively and ongoing with supporting memorialized documentation. Fully known by all associated with this project, the new structure in which these units will be installed had not been built at the time the contract was signed and it wasn't available for measurements until well after the standard verbiage of the estimated lead time referenced. This complaint was filed only a few days after customer made her interim payment (after completion of fabrication) at which time the lead time was updated again. Paint color choice by this customer had not been decided or provided to Vintage Ironworks, for any of the units, at the time of this complaint. Her builder was given an estimated installation date which she did not like so after threatening our personnel, she has chosen to provide false, misleading and insulting information on several sites to attempt to leverage her position with public abashment of Vintage Ironworks. Vintage Ironworks values all of our clientele and will not be bullied into recognizing any one customer as more valuable than the others and we will not do so in this case. We do know that building a new house can be frustrating for some but can not sit idle when our reputation is attacked with falsity and defamation for any reason. We will continue to execute our scope of work, install the phenomenal entry doors built (on the date previously provided her) and wish Ms. ***** **** only health and well being going forward. Attached pic clearly shows the information had provided several times and prior to the complaint, which shows willful falsity and misleading/defamatory intent of that complaint. Consumer Response /* (3000, 7, 2022/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Customer firmly denies any responsibility implied for the endless schedule changes by the owner of Vintage Ironworks, supposedly as a result of not being able to measure the structure at the time of contract signing and not choosing a paint color. The following is a timeline of events: 4/14/21 Initial agreement signed between customer and Vintage to produce custom doors and transoms for home; 50% deposit given, bronze paint color specified, estimated delivery time of 10-12 weeks was indicated as per signed contract (See Attachment A). 5/10/21 General contractor and owner of Vintage exchange emails after owner of Vintage Ironworks personally measured structure for door openings to confirm details of sizes ( See Attachment B) 10/8/21 General contractor corresponded with owner of Vintage to confirm new date of installation, which was originally late September. Owner states an approximate 5-6 weeks delay, which would put installation into late November (See Attachment C) 1/3/22 Customer visited Vintage to confirm they are still an entity in operation and unsuccessfully attempts to secure a firm date of delivery of doors 1/26/22 Customer wrote an email to owner of Vintage insisting on an installation date (See Attachment D) 2/2/22 Scheduler with Vintage sent customer a text informing customer of expected install date of February 25 (See Attachment G) 2/4/22 Scheduler with Vintage sent customer a text stating front door has completed and is pending finishing stage and glass order. He also indicated back door is in progress. (See Attachment G) 2/14/22 Scheduler with Vintage sent customer a text stating back door is still in progress and expected completion is February 18. Front door in queue for finish and paint. (See Attachment G) 2/16/22 Scheduler with Vintage sent customer a text stating fabrication is complete and expected start date on finishing and painting is 2/21. (See Attachment G) 2/23/22 Scheduler with Vintage sent customer a text stating fabrication is still in progress despite being informed on 2/16 that fabrication is complete. He states expected finishing date is now 3/3 (See Attachment G) 2/25/22 Scheduler with Vintage sent customer a text stating fabrication is complete and that expected finishing and painting date is 3/3. (See Attachment G) 3/4/22 Scheduler sent customer an email informing her both units are ready for paint and finishing. Asked for credit card payment of additional 40%. Makes no mention of needing paint color. (See Attachment E) 3/7/22 Customer made 40% payment as per signed contract 3/8/22 Customer wrote an email to owner of Vintage requesting a FIRM date of installation, to which no response is received. 3/12/22 Customer posted one star reviews on Google and ANGI 3/14/22 Customer registered complaint with BBB of Orlando asking for intervention. 3/16/22 Customer called scheduler with Vintage to determine status of order and is informed no paint color was indicated on the order. Customer informed scheduler color was specified with owner when order was written immediately, verbally informs the scheduler the color of choice is oiled bronze in the phone and sends an email to scheduler in order to avoid confusion to specify paint color. (See Attachment F) 3/28/22 Owner of Vintage responded to owner complaint to BBB of Orlando 4/5/22 Owner of Vintage Ironworks wrote email to customer saying he wants to deliver incomplete product (Attachment H) 4/5/22 Customer responded to above email informing owner of Vintage Ironworks she rejects incomplete product and wishes for Vintage to complete the job (Attachment I) 4/6/22 Customer wrote email to owner of Vintage to determine what his conditions are for completing the door as per the contract. (Attachment J) 4/6/22 Owner of Vintage responded to above email and indicates the dialogue can open with the immediate removal of ALL the negativity online. (Attachment J) 4/6/22 Customer removed the negative content from Google that she has direct control over. Customer does not have the option of directly removing content from BBB website after it posts upon complaint resolution. Customer reached out to ANGI to ask them to help her remove it (Attachment K). Customer acknowledges 10-12 weeks delivery time from date of deposit (4/20/21) was never expected, but feels that 11 months from time the owner of Vintage Ironworks personally measured the openings in the structure for doors is plenty of time in which to give the customer a delivery date she can count on, or alternatively, a reason for the delay. That is a full 11 months after owner of Vintage personally measured the opening for the door in the home under construction and a full six months after initial promise for installation date. Acknowledging the importance of customer service (including superior communication and setting reasonable expectations) is a hallmark of a 5 star company delivering a premium product along with installing product in a timely fashion. The consumer registers this urgent plea for any help the Better Business Bureau can give in order to be able to finish my new home and sell my existing residence. Consumer cannot proceed any further in the construction of her new home without front doors, as cabinet and wood floor installation cannot occur until air conditioning can be contained adequately with sealed doors. Business Response /* (4000, 13, 2022/04/26) */ Initial complaint suggests lack of contact. Last rebuttal clearly indicates that has NOT been the case. Contact has been extensive and ongoing. Customer simply didnt like the response, which we have no control over. Impact Glass finally arrived from vendor 4/23, Entry units w doors installed 4/26 in full. Consumer Response /* (4200, 15, 2022/05/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Consumer acknowledges MANY points of contact over a period of months with owner of Vintage Ironworks. Contractor, on behalf of consumer, has made two attempts since incomplete delivery of order to obtain finality to the order, without success. The vendor rebuttal implies the order has been satisfactorily completed, when in fact this is not the case. Although the two doors and separate transom were installed, the transom DOES NOT HAVE impact glass installed. Consumer awaits a final visit from Vintage Ironworks to install the impact glass and touch up doors so that order may be complete. Consumer STILL requests help from BBB in order for Vintage to fulfill contact in it's entirety. Business Response /* (4000, 17, 2022/05/09) */ I'm no longer entertaining this nonsense. We have complete records of all contact. Just because it was contact with information Ms. **** didn't like ( and couldn't control) opting an option instead of attempting to bully us via online forums with both defamation and false light doesn't mean that contact didn't happen. ".....don't blame COVID again blah blah blah blah " is a direct quote from one of her earlier emails on file. Seriously? What kind of person says such things about a global pandemic that shut down the economies of hundreds of countries, including this one, killed millions of people, destroyed livelihoods and is still having global effects in a multitude of forms. In what realm does this person actually exist? Nevertheless, we will be happy to share photos of the state of construction the new build was in when we installed product, which is far earlier in the process of construction than Ms. **** indicated and suggested. Most would recommend waiting several more weeks before installation of product such as these doors, including Vintage Ironworks. Additionally, one piece of the 9/16" laminated impact glass is being remade because Vintage Ironworks refused to settle for less than the best quality finish possible and is requiring it from our manufacturer on our own volition and cost. This isn't an issue the customer raised, it's a demand from our own personnel and what we expect from ourselves. The customer was only informed of this self initiated step. The customer was NOT required to pay for the portion of product not installed as of yet. I will not nor will Vintage Ironworks continue to entertain such blatant and unprofessional nonsense from an individual who threatened to do this very thing if her threats were not met, using terminology " to man up" or to meet her whimsical scheduling demands to simply create a scenario, such as this, for her own attempt at some kind of power and substantiation. We go to work every day and do the best job, everyday, that we are able to do. Everyday. We build a great product and we stand behind absolutely everything we do. We will, however and at this time, remind Ms. **** that any damages incurred to those products during the balance of construction are not a warrantable event and applicable charges will be assessed before Vintage Ironworks would even accept the tasking of correcting those non-warranty damages. This will be the final response to this ridiculousness. Remember the terms defamation and false light, know that each and every word of Ms. **** has been printed and safely assume that my patience for this false negativity, pointed at my company and my employees, is now exhausted.

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