Iron Crafters, LLC

Here is my reply complaint The railing is no longer structurally firm They have caused damage to it on their return to my home without my permission I rarely use the front door and a guest commented on that and brought it to my attention Response to Iron Crafters Untruthful Reply January 26, Paragraph Totally untrue!! When the sales person arrived and showed me book, I clearly told her I was calling my friend who has had years of experience with remodeling and that I had no experience in purchasing railing She was on speaker phone to hear what the sales girl said and I repeated many things she said I took pictures of her small 4xpictures and emailed them while on the phone – my friend helped pick the design, said lamb’s tongue top rail (I did not know what that was called and had no idea the “finished” installed would not match top and bottom) My friend also said to get the wider top rail which the lady had a sample of – she had to change the estimate to accommodate that I also told the sales person that I was very concerned about the front steps – the concrete is old and I was not sure it would be OK for the railing I told her I had just painted the steps again to cover the cracks with a Duck type paint purchased from [redacted] which I pointed out to her We also discussed my concrete walkway which has a drop in its crack from last winter’s extreme weather She said she would get back to me about repair people for that issue and she never did Paragraph – Facts NOT correct! I did not call the office again, I only spoke to the installer (who told me how he was their best installer and the best in Louisville) The first noticeable defect was the sun shining on the rail and all the ripples in the top which was NOT on the sample piece the sales girl showed me – I told him I was very unhappy with it and he said that is how it comes I pointed out the globs (not sure what word to use here) on the design as shown in the photo’s I previously e mailed taken that morning in front of the installer) and I said clearly I wanted to talk to the sales lady – he said they were out of town – I SAID CLEARLY, HAVE THEM CALL ME! The installer NEVER showed me the railing – he measured when I was outside and asked for electricity I had to go to the back of the house to plug in the extension cord I have no outlet in the front of the house then I had a customer of mine call and told the installer I would be back as soon as I finished the call At that point he had used his equipment as I heard the machine noise I did not see the railing up close until after he put it in – I was shocked at the sun shining on it from inside my front door and the ripples Then I saw all the globs in the design and he said that could not be helped My front porch is small – he DID NOT prop the railing on the porch for me to review as stated in paragraph Monday Morning December (Monday note I had a prescheduled conference call at my home office) I had no appointment with the sales lady – it was raining as well – she stood outside with an umbrella – yelling at me I said we did not have an appointment – I did not open the door as I did not have the time She called later and actually did sort of apologize and said I was correct she did not have an appointment with me She states they do not spray rail – THE INSTALLER DID SPRAY THE RAIL WITH SOMETHING THAT LOOKED LIKE A PAINT CAN AND HE SAID IT WAS SOMETHING I COULD NOT BUY – I WAS SHOCKED AS HE HAD NO COVERING FOR MY EXTERIOR BRICK WHEN HE SPRAYED THAT She never said anything about – nor did they remove the mountain dew can with the cement or other product the installer used to fill the holes She said nothing about removing the railing and giving me a refund – the man said that in a heated discussion on the telephone with me She could not have seen the ripples – the rail was wet and the day was very overcast The other fellow called who had made the installation appointment and was extremely rude and threatening as stated in my original complaint He said he was writing me a check for my deposit as he spoke and would come and remove the rail I said he would do no such thing to damage my front steps The have returned to my home as stated with no appointments or permission from me The railing is now loose and shaky – it was not on December – did they try to remove it by hand? They said there were three of them What damage have they done? The pictures they took do not show all the blemish and globs in their work I have sent the enlarged pictures to the Revdex.com Now there are cracks in the cement they poured, pictures are at the end of this complaint information The mountain dew can the installer poured the cement from remains in the yard The rail is very shakyThey have caused more damage following my original complaint by loosening the railI am very concerned about my home and the front concrete steps damage they have or intend to cause I do not know what my protection and recourse is What can I do about the damage they have done? (Another point is these people have no consideration for their client’s schedule Whoever called to make the installation appointment was not pleased that I could not schedule the date he wanted - he called the week before again to say he had a cancel and that he wanted to install that week I was out of town in D.Cand I said yet again, no he could not come at a different time, there was silence after that Who wants to tell an installer they are out of town) The work is very shoddy plus they have now caused more damage I have paid in good faith a deposit of $ - that did not include poor quality and follow up damage to my property If they remove the railing, what happens to the structure of my steps Sincerely, [redacted] ***%

After weeks have passed, it seems memories have fogged on the series of eventsI defer to our
phone logs as to the call Mrs*** placed to us directly after her rail was installed while I was out of
townSince then, after all of this time, despite my attempts to contact her, she still has not tried to
contact us to discuss a resolutionWe responded to Mrs***’s complaint from the Revdex.com on December 11th, (not January 26th as Mrs*** notes)On December 22nd the Revdex.com contacted us stating this case had been resolved due to Mrs***’s lack of responseSince then, we continued attempts to contact her by sending letters via USPSThe last letter was certified, which she chose not to acceptSince so much time has passed, and her
refusal to discuss her complaint with us, we forwarded her file to our legal counselThe main point on her current letter to the Revdex.com references a lose rail do to our handling after installWe looked at the railAt no time did we touch the rail or any part of her houseI can’t speak to what
she has done to it, but if it is lose, it’s not from our involvementUntil her balance is paid in full, we
cannot warranty the rail in any wa

The customer scheduled an appointment for us to come out and give her a quote on October th, While meeting with her, I presented a sample??????????????????? piece of straight railing and a photo book that are representative of the? railing we installI don’t know how closely she reviewed
these materials because she stayed on the phone with a friend approximately 80% of the time I was with her.????
After the installation on November 24th,?she called the office to say the??? railing was unacceptable because of the finish of the railingSince I was out of town at the time, she demanded that I come out to look at it first thing
Monday morning, December 1???I showed up at her door at 9:amto look at the railing and talk to herShe said she was too busy and that I should have called before I cameI apologized and told her I would follow up with her later in the weekShe proceeded to ask me if I had looked at the railing, I told her I had and I thought it was made in accordance to what she had requested ( I have attached pictures of the installed railing for your review)I explained that the finish was shiny because it was powdered coated, a process very similar to how cars are paintedWe powder coat the rail versus wet spray, because it weathers the elements much better and lasts longerI told her that we didn’t have a way to correct the sheen of the rail because we don’t wet spray railAs a result, there was no way we could improve on the railing but I told her since she felt it was unacceptable I would be happy to remove it, fill the concrete holes and give her a full refundShe said I could not remove the rail and hung up on me
I found it puzzling she wanted to keep the rail after repeatedly stating it was unacceptableThe customer listed many things in her letter, so I’ll try to address eachThe reason we do not like to do installations when the customer is not home is because we want them to inspect the product and approve where it is to be installedTherefore we had to reschedule as she statedMy installer said that he showed her the railing, which honestly is hard not to see since he has to prop it up on the porch and ask the customer where they want it installedIf she was unhappy with the appearance of the railing she should have declined installationShe stated concerns about no caps on the brick, but we did not install to the brick of her houseThe posts are core drilled in the concrete and this method of installation is appropriate for steel and frankly more secure than plating the bottoms of the postsIf you review our numerous railing pictures on our website (the same pictures in the photo book I show all my customers, including her) you will see we core drill our railing, we do not plate itWe do mound the hydraulic cement around the post to angle away from the post so water drains away, and does not pool around the steelWe feel it’s a best practice to install it in this manor for long lifePer the customer’s instructions, we followed up later in the week to discuss a resolutionShe didn’t give us much chance to speakShe would aggressively ridicule the railing and then hang upAfter the third call to her, we asked what time, day or night, we could contact her to discuss a resolution and she hung up againI would have liked to have had the chance to discuss how we easily remove the rail with no additional drilling or stress to the concreteAdditionally, she has a painted porch and steps, so after removing the rail and filling the small existing holes, a simple paint touch up would have left no evidence that rail was ever thereI feel she must be interpreting our desire to rectify her issues in a timely manner as being threateningWe recognize that there will be customers that have concerns that need to be addressedHowever, this is a unique situation for us in that a customer won’t take the opportunity to discuss their issues, and work with us to resolve themFor due diligence sake, we sent three experienced individuals over to her house on three different occasions to see how the railing looked in the light and review overall workmanshipThese reviews have hardened our belief that the quality of the rail not only meets, but exceeds the workmanship that thousands of our customers have appreciated throughout the yearsThe customer declined our offer for a full refundThe only course I see at this point is to show another sign of good faith and reduce her contract balance by $thus reducing the amount owed to us to $If this is still unacceptable, we have no other option but to seek legal action for reimbursement of the full balance owed.%

Here is my reply complaint.  The railing is no longer structurally firm.  They have caused damage to it on their return to my home without my permission.  I rarely use the front door and a guest commented on that and brought it to my attention.
 Response to Iron Crafters Untruthful Reply  January 26, 2015
Paragraph 1.
Totally untrue!!
When the sales person arrived and showed me book, I clearly told her I was calling my friend who has had years of experience with remodeling and that I had no experience in purchasing railing.  She was on speaker phone to hear what the sales girl said and I repeated many things she said.  I took pictures of her small 4x6 pictures and emailed them while on the phone – my friend helped pick the design, said lamb’s tongue top rail (I did not know what that was called and had no idea the “finished” installed would not match top and bottom).  My friend also said to get the wider top rail which the lady had a sample of – she had to change the estimate to accommodate that.   I also told the sales person that I was very concerned about the front steps – the concrete is old and I was not sure it would be OK for the railing.  I told her I had just painted the steps again to cover the cracks with a Duck type paint purchased from [redacted] which I pointed out to her.  We also discussed my concrete walkway which has a drop in its crack from last winter’s extreme weather.  She said she would get back to me about repair people for that issue and she never did.  
Paragraph 2 –
Facts NOT correct!
I did not call the office again, I only spoke to the installer (who told me how he was their best installer and the best in Louisville)   The first noticeable defect was the sun shining on the rail and all the ripples in the top which was NOT on the sample piece the sales girl showed me – I told him I was very unhappy with it and he said that is how it comes.  I pointed out the globs (not sure what word to use here) on the design as shown  in the photo’s  I  previously e mailed taken that morning in front of the installer) and I said clearly I wanted to talk to the sales lady – he said they were out of town – I SAID CLEARLY, HAVE THEM CALL ME!
The installer NEVER showed me the railing – he measured when I was outside and asked for electricity.  I had to go to the back of the house to plug in the extension cord.  I have no outlet in the front of the house then I had a customer of mine call and told the installer I would be back as soon as I finished the call.  At that point he had used his equipment as I heard the machine noise.  I did not see the railing up close until after he put it in – I was shocked at the sun shining on it from inside my front door and the ripples.  Then I saw all the globs in the design and he said that could not be helped.  My front porch is small – he DID NOT prop the railing on the porch for me to review as stated in paragraph 5
Monday Morning December 1 (Monday note I had a prescheduled conference call at my home office) I had no appointment with the sales lady – it was raining as well – she stood outside with an umbrella – yelling at me.  I said we did not have an appointment – I did not open the door as I did not have the time.  She called later and actually did sort of apologize and said I was correct she did not have an appointment with me. 
She states they do not spray rail – THE INSTALLER DID SPRAY THE RAIL WITH SOMETHING THAT LOOKED LIKE A PAINT CAN AND HE SAID IT WAS SOMETHING I COULD NOT BUY – I WAS SHOCKED AS HE HAD NO COVERING FOR  MY EXTERIOR BRICK WHEN HE SPRAYED THAT.  She never said anything about – nor did they remove the mountain dew can with the cement or other product the installer used to fill the holes.   She said nothing about removing the railing and giving me a refund – the man said that in a heated discussion on the telephone with me.   She could not have seen the ripples – the rail was wet and the day was very overcast.
  The other fellow called who had made the installation appointment and was extremely rude and threatening as stated in my original complaint.  He said he was writing me a check for my deposit as he spoke and would come and remove the rail.  I said he would do no such thing to damage my front steps.
The have returned to my home as stated with no appointments or permission from me.  The railing is now loose and shaky – it was not on December 1 – did they try to remove it by hand?  They said there were three of them   What damage have they done?  The pictures they took do not show all the blemish and globs in their work.   I have sent the enlarged pictures to the Revdex.com.  Now there are cracks in the cement they poured, pictures are at the end of this complaint information.  The mountain dew can the installer poured the cement  from remains in the yard.   The rail is very shaky.
They have caused more damage following my original complaint by loosening the rail.
I am very concerned about my home and the front concrete steps damage they have or intend to cause.  I do not know what my protection and recourse is.   What can I do about the damage they have done?
 (Another point is these people have no consideration for their client’s schedule.  Whoever called to make the installation appointment was not pleased that I could not schedule the date he wanted  - he called the week before again to say he had a cancel and that he wanted to install that week.  I was out of town in D.C. and I said yet again, no he could not come at a different time, there was silence after that.  Who wants to tell an installer they are out of town)
The work is very shoddy plus they have now caused more damage.    I have paid in good faith a deposit of $ 220.00  - that did not include poor quality and follow up damage to my property.   If they remove the railing, what happens to the structure of my steps.
 
Sincerely,
[redacted]%