ComplaintsforIron Transformation, LLC

• Initial Complaint

  04/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am renovating my home in **********. I needed ironwork done in the inside staircase, inside balcony, two outdoor gates and an outside balcony. I called this establishment and the owner. ******* agreed to drive the 2 1/2 hours from ***** to ********** to give me an estimate. I subsequently found out that my builder had already ordered the outside balcony, but all of the rest was still available for bid. I told ******* that the day before our appointment and I hired a worker to be there all day to show ******* around the property. He never showed, never called never texted so I paid to have someone hang around and wait for nothing . So unprofessional. Now that Ive gone back and read the ****** reviews I see Im not the first one to complain about this kind of behavior

  Business response

  05/02/2024

  On 4/25/24 ********************* sent an online inquiry ( attached) asking about an estimate in ********** for ALL interior and exterior railing and outdoor gates. Iron Transformation evaluated the work to be done via online pictures and agreed to come give an estimate 4hrs away. On this same date ********************* called back and advised that the contractor had already started the outside projects with a different company and stated there was still stairs inside she needed done. We then told ********************* that it would not be profitable for us to travel over 4 hrs for a small project as to what she had left to be done( this was Iron Transformation telling her we were not coming to give an estimate) There was no further contact after this point. ********************* than called on 4/26/24 yelling and insulting staff stating that Iron Transformation was supposed to be there and where were we and that she paid someone to be there on the property. We advised her that we did not confirm an appointment and that we told her we were not coming for a small project over 4 hrs, ******************** became verbally abusive and beligerant and hung up on our staff. This same day 4/26/24 ********************* left a ****** review(attached) speaking poorly of Iron Transformation and personally attacking and insulting the owner. Monday 4/30/24 we came into the office to this BBB complaint she filed 4/26/24 stating similiar information and some false information including the distance ( ****** map attached) 

  Iron Transformation has also attached samples of what our "CONFIRMED" appointments look like and the process we take with every client. We take the customers general info and set them up a New client profile including name,number,email, property address ect and then make an appointment on ****** calender for said appointment in which the system sends email confirmation for appointment  and any changes made to any appointment including time and date change and cancelations. Iron Transformation at no point did any of these steps with ********************* since we NEVER confirmed an appointment date or time with her. In which we are certain that she can not provide similiar emails showing any proof of a confirmed appointment. As of 4/26/24 we have not had any contact with her confusing as to why she states her desired settlement is "No further contact by the business" as it seems she is the one harrassing and defaming our family owned business. 

  Iron transformation has respectfully responded to her ****** review and to BBB complaint and feel this was unnecessary measure on her part to take this situation this far when we clearly have done nothing wrong and she simply did not understand what was said to her and understood what she wanted to hear. Iron Transformation takes this seriously. We are a professional and reputable company and take pride in our work and integrity. 

  Customer response

  05/02/2024

   
  Complaint: 21631842
  
  I am rejecting this response because: its simply untrue.  I not only spoke to the scheduling woman in the office but the owner ******* also called me.  I would have completely understood if they didnt want to take the job but they should have canceled.  I spoke to the owner, Orlando ******* the day before and told him that the outdoor railing was already started but that the indoor work and two outdoor gates were still uncommitted. He could have set thanks, no thanks but he said he was coming.  And his secretary or scheduler could have called or texted.  Instead he just didnt bother.  Im just glad I hired someone to be there and didnt fly down from *********

  I dont want anything except for this to go on his record.  Other consumers should know he is not reliable. 
  
  Sincerely,
  
  ***************************

  Business response

  05/06/2024

  ********************* we regret to hear that you reject our response. Our latest response is as follows. We are more than certain that we did not confirm an appointment with you. Initially for the FULL indoor/outdoor project we were willing to drive 4hrs for an estimate but once you called back and cut the job by more than half we stated it was not worth coming out 4 hrs for such a small job because it just wouldnt be profitable. On multiple occasions you have slandered, offended, and insulted myself,my staff and our company and that is not acceptable by any means. We have been polite, respectful and courteous with our responses to your concerns but we believe this has exceeded  what we would have expected in this situation.  Again, you misunderstood the communication that transpired. If you are not able  to provide proof of an appointment confirmation as attached in the below response that explains why we did not show up because we simply did not agree nor confirm an appointment for that day. We request that you kindly withdraw your ****** complaint as well as your BBB complaint and accept that there was a mistake and misunderstanding on your end causing this mishap. Iron Transformation is a family owned and operated professional and reputable company and we take pride in our work and integrity and this hinders that and can affect future business. 

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