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Mcgraw's Ornamental Iron Works

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Reviews Mcgraw's Ornamental Iron Works

Mcgraw's Ornamental Iron Works Reviews (1)

McGraw's Ornamental Iron WorksW LocustBloomington IL 61701309-827-6921Mrand MrsLyons,We received your complaint from the Revdex.com on Friday, May 19, The complaint was made on Monday May 15, apparently soon after you had a phone conversation with Jeff McGrawThe following
morning, on Tuesday May 16, Scott McGraw went to your home to try and rectify the complaint of paint specs on the flagstoneAt that point, we were unaware a complaint had been filed.After reading the complaint to the Revdex.com, we notice the main complaint is labeled Customer Service IssuesExpectations of customer service tends to differ from customer to customerSome are more demanding and some are more particularIt is our policy to handle things in the most consistent way possibleAre we perfect? Absolutely notDo we ever get frustrated? Absolutely.In regards to your job, we made an effort to fabricate a custom fit railing with the design that you choseWe made the railing to precisely fit where the previous railing was located, so no further siding work had to be addedWe believe we fabricated a very nice looking railing, installed solid to provide safety on your stepsThe main concern has become the painting, especially on the decorative circles chosenWe definitely apologize for what has taken place with the painted circles on the east side railingWhen we receive freight, in a bare metal state, it varies what kind of rust prohibiters are applied if anyOils and greases are sometimes appliedWe cleaned each circle with paint thinner and then cleaned with chemical washWhen the paint job is complete we can really only check to see if we have good coverageIt usually takes some time, like thru the winter, to see how the paint job will hold upUnfortunately, the circles did not hold up well thru the winter.You state that you called us Feb1st....definitely not an ideal time to paint outdoorsWe said we would come out when the weather warmed up....your 2nd call is stated as Feb( still winter) even though mild, recommended outdoor painting is consistently over degreesWe came out and tried to scrape and prime and repaint circles that were peelingDrop clothes were put down, but when we did a once over on a few spots, we believe the tarps were put away....trying to apply paint on circles in tight places must cause more than usual splatterWe apologize for the specks of paint and we tried to remove the best we could.There are a few inconsistencies in your statement we believeAfter we came out to touch up, you say you came home and noticed an awful paint job with paint specs everywhere and you called us immediatelyYou waited a couple months and actually didn't notice the paint specs for some timeWithin a few days from your complaint, Jeff McGraw went to look at flagstone, but didn't notice what you were noticingAfter the May 15th call, Scott went out there and noticed the specs and tried to remove the best he couldYour last complaint was terrible customer service and a job we should have never paid up frontYou did not pay for the job up frontThere was no down payment required and you paid in full at the completion of the job and expressed that you were both pleased how the railing turned out and how it looked on your porch.When looking for a resolution to the painted circles, we would recommend powder coating....the railing would be sandblasted and then powder coatedHistorically we have had very good luck with the durability of our black paint, but unfortunately one of the two railings didn't weather wellScott talked to Mrs Lyons and she said, if given the opportunity, they would have had it powder coatedJeff McGraw said powder coating is a more expensive option, but our black paint usually holds up pretty wellThe way the railings were installed, with lag screws, allows the railing to be removed and powder coating is still a more expensive optionMrs Lyons claimed they would have taken that option and it is still a possibility.This is our response to your complaint to the Revdex.comWe are approaching our 50th year in business and have been reported to the Revdex.com one other time in the 1970sA customer changed their mind on the side they wanted their railingAdditional fabrication was needed and they did not want to pay any extra, so they reported us to the Revdex.comWe are proud of our craftsmanship and reputation that has kept a small business operating for almost yearsMrs Lyons stated that she was disheartened because she paid so much money for railings that are falling apartSimply not true....the structure of the railings are solid and well made....it is only the circles that have any problems.Jeff and Scott McGraw

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