American Wood Interiors LLC

As I told you on the phone, we are working with the customer to resolve the issue[redacted] [redacted]

I am rejecting this response because:Still waiting in the completion of side gateSince my first communication with the Revdex.comThe company hasn't made any attempt to get in touch with us regarding the side gateRest of their work from them is showing rustPowder coating should not rest in a matter of monthsA customer is charged in addition to request preparation of painting a gate for thisWe were charged for this coating for our gate work from them.We would like this matter to be addressed for completion of correction to rest of gateThis poor quality of work we have received from them.I wouldn't recommend this company to anyone due to how my project from them was handled of completion.This has been going on for many months nowThis was supposed to take weeks not months still not completed.--

We have scheduled the consumer for installation for the 11thThis should be resolved consumer has scheduled for install and we are just waiting for that date

TMrs***We are very sorry that you had a negative experience with the installation of your project and most certainly understand your frustration during the process, as it was frustrating for us as well. The circumstances surrounding this project were indeed unusual and not customary for our
company. During this time, our manager went out on early emergency maternity leave, and we experienced a few other personnel and supplier issues that played a part in the lack of coordination, communication and typical smoothness of the project Referenced personnel were counseled are no longer employed by the company and the supplier was put on notice Last December you approved and signed off on the exact design and configuration (that was clearly described in the proposal with a drawing and photo) of your fence and gate that we provided. When you initially decided that the gates we made was not to your liking with the option for hammered scrolls that you chose and signed for, we, at our own significant expense, modified them with the scrolls with those of your choice.There were some mistakes made by us and our powder coater, but each and every one was remedied to your satisfaction every time. After the corrections were made, the job was inspected more than once by our senior installers, fabrication supervisor, consultant and owner with you and each time it was approvedYour finished project is a good quality installation and the workmanship quality is well within industry standards for fencing, which is covered under our standard warrantyWe do sincerely apologize for any inconveniences and for the time involvedOur team has worked very hard to ensure your complete satisfaction working even on a Saturday at the end for your convenience, at which time you indicated that you were pleased. We are a small business and have incurred much more expense than profit in ensuring your satisfaction. If “it has now been realized that both gates and fence design is not as agreed upon”, we simply cannot be obligated to replace or refund for this reason However, if you would like to consider new gates with a different design, we will be happy to discuss a new proposal at a discounted priceWe truly value your business and hope you understand our position Please feel free to contact me directly with any questions or concerns

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
This is correct the gates have been picked up 9/and was advised it would be weeks until completion.***

As I told you on the phone, we are working with the customer to resolve the issue.***
*** ***

I am rejecting this response because:Still waiting in the completion of side gate. Since my first communication with the Revdex.com. The company hasn't made any attempt to get in touch with us regarding the side gate. Rest of their work from them is showing rust. Powder coating should not rest in a matter of months. A customer is charged in addition to request preparation of painting a gate for this. We were charged for this coating for our gate work from them.We would like this matter to be addressed for completion of correction to rest of gate. This poor quality of work we have received from them.I wouldn't recommend this company to anyone due to how my project from them was handled of completion.This has been going on for many months now. This was supposed to take 6 weeks not 7 months still not completed.--

I am rejecting this response because:1) The 1st gate design that showed up was not the full scroll that was agreed upon. It was partially cut because your company did not realize that the scrolls originally purchased would not fit in the gate. Yes it is true I did not like the hammered look but regardless it was not the full scroll that was agreed upon thus it had to be redone.  Yes I should have noticed the scrolls were uneven before but how about for a second you own your companies inability to quality check any of your work. Any other company would have noticed the dent, the markings you made after removing the incorrect scrolls or the poor welding instead all of that was left to me to notice and request to be fixed.2) To be clear I never approved your poor work instead I have had to have your owner, manager, supervisor etc come out because I did not agree that the fence was acceptable.  Never did I think it was acceptable to have my brand new fence powder coating chipped away at because your welder didn't bother to remove the berries at your fabrication site. Instead it was the only option given to me. Then to have you come back out again to replace the gate that you dented and to remove the panel that water got into after you chipped away at the powder coating was only further proof of your poor work.  Not to mention the missing panel that was brought out installed and then had to be redone because yet again nobody from your company made sure the knuckle pattern match the rest of the fence.3) The fact that you lost money on this job is not my fault or my concern.  If you cared for even a moment about the quality work that was put out there then this job should have been started and finished in max 2 days.  The fact that you paid over is your own fault. At this point I reject your offer for another gate at a reduced cost.  Furthermore, I did contact you multiple times directly, and my emails and phone calls was never returned, so at this point no I do not want to contact you directly.

We have scheduled the consumer for installation for the 11th. This should be resolved consumer has scheduled for install and we are just waiting for that date.

Our team at Ornamental Iron Outlet is dedicated to the satisfaction of all of our customers and we support them 100%. They, in turn, strive for excellence, at all times. That said, this is our response in summary:Our consultant met with this customer and they provided a photo of a gate that they...

wanted. Our consultant explained that the materials used to make that particular gate are now obsolete, but would create a similar design using different material.  Both husband and wife agreed. The project was sold on 9/3/15.  We then proceeded with custom fabrication.  Once the posts were custom fabricated and custom powder coated  they were “set”  (10/2/2015) to determine correct measurements.  He then created a very detailed, time consuming shop drawing and sent it to them on 10/7/2015 for approval.  It was initialed and returned to us.  We then had the order submitted (10/13/2015) and the gate custom built to the agreed upon specifications, and custom powder coated same. All of this was done and scheduled during our busy season and that of our powder coater.  On the day of scheduled installation, the wife told our installers they did not want the gate as it did not match the original photo of the gate they wanted.Our consultant immediately called and spoke with the husband who did remember the initial conversation about the materials being obsolete.  We did; out of good faith;  change the pickets to “twisted” and re-manufactured the gate at no extra charge and at our expense,  and approved by the husband yet she (the wife) again refused.There was another issue with the wing panel at the driveway gate and whether it was to be biased, tapered, or straight.  At the initial appointment, they chose “continuous”, or straight.  When our installers arrived, she informed them she wanted it biased; with the tall end away from the gate. Our “initialed”  shop drawings clearly shows the panel being level and matching the gate.  We do have both the gate and panel complete in our shop, ready to be powder coated. We are holding off on powder coating pending “both” customer approvals.We have incurred much extra expense trying to please this customer and are still willing to complete the project per the change order approved by the husband, if all are in agreement.They may call me at any time, contact information is below.Sincerely,[redacted]

I am rejecting this response because:What they are telling you is incorrect. We were not notified about the gate pattern being discontinued. We picked in from the display in their shop. When they came to install I noticed that wasn’t what was ordered. They didn’t call us and make a change with us they took upon theirselves to change a custom order.  Also I ordered a security door which I couldn’t use because I don’t have any word around my front door entrance. They told me I could keep the door in my garage $1,700.00 and I going to put it in my garage. Makes a lot of sense. On the day gates being installed they couldn’t put caps in post & locks in gates. We had to wait 3 months for them to return to do that. My husband called last week 3 times & was placed on hold no answer. All my gates are 6 feet they made one side 3 feet. We ordered 6 ft for all sides. They left us a ½ can of spray paint to do touch ups. Paint expired in 2015 pointed that out to the installers. We want them to finish the side gate so that we can be done with company. I know now to be buyer be ware! With this company. Sincerely[redacted]