El Paso Custom Ironworks

I hired El Paso Custom Iron Works on 03/31/2021 for a wrought iron door.  I paid half of the total cost and was told that it would be installed in 3 weeks.  On 04/19/2021 I reached out to Kim to get an update on the door and I was told that the glass for the door hadn't arrived yet. I reached out to Kim again on 05/11/2021 for an update and was told that due to a family emergency, they were going to close the shop for a week and would re-open the following week.  On 06/08/2021 I reached out to Kim again for a status and she replied, "HI there.  I'm heading to the shop and I will check out the schedule that's posted." By 06/11/2021 I still had no update so, once again, I reached out to Kim and was told that it would be up on Wednesday 06/16/2021.  June 16th came and went.  Nobody showed up.  Nobody reached out to me to at least give me the courtesy to  let me know they weren't showing up.  As you can see, there is a trend here in my experience with this company.  I constantly had to be reaching out to them because they don't have the least amount of courtesy to keep me updated. On 06/17/2021 I contacted Kim via text and email to cancel my order and refund my money.  She later replied to notify me that they submitted a refund on their end and to allow 5 - 7 business days to hit my bank.  Today is the 5th business day.  I am still waiting on my refund.  My next course of action will be to file a complaint with the Better Business Bureau if my money isn't refunded as promised.

Can't praise these guys enough! It took me four months and three tries with other local iron work companies to have a custom gate fabricated and installed by a local company. Can you believe that? This is El Paso - home of rock walls and iron gates!!!More to the point - if you need any iron work done, custom or otherwise do not even take one step farther until you have contacted these great folks first! Give them your first shot and I know you will not be disappointed. They have a huge selection of options and choices and when they sign the work order you can count on them to come through on time if not earlier with a very well constructed and professional looking product.Seriously, the other guys in the phone book are just plain lacking when it comes to the customer service, friendliness, and attitude of this family owned business.

We contacted El Paso custom iron works end of September to redo our staircase as we wanted Updated rails for our staircase. Construction began October 1 2018. We dealt with business manager Kimberly Ayala, and Sergio Ayala Jr. I'm uploading pictures of the quality of work this company stands by. This company has no moral, no pride in workmanship, treats their customers with disrespect, and most disheartening is the end result and damage this company has now caused our home. When Kimberly Ayala arrived to our home to discuss quote, never once was it mentioned that once El Paso Custom Iron works removed and installed the new insert panels, never mentioned once that the sheet rock repair was a separate job and entity. The end result was coming home to damageed sheet rock, Old caulking and unfinished walls. In addition the end result was incorrect iron railing measurements, 1/2 to a whole inch of caulking used to elevate the wrought iron to cover the inaccurate measuring, the wrought iron not being "flushed" against the wall, and gaps so wide you can actually place a finger through, there is also a open portion of cut steel exposed, this should of been "capped" and sealed, this is dangerous for my 2 small kids under 4 years old to be holding on to when walking downstairs. Take a look at the hand rails they provided, in reality it is just a slab of iron from their yard, unsanded and rough and not a fabricated custom hand rail. We have tried to meet with the owner Sergio Ayala Sr. To show him in person the unacceptable job and the poor quality of work he stands by. We tried 3 instances to meet in person but each instance was met with excuses and phone calls were only forwarded to business manager Kimberly Ayala. I urge anyone researching contractors to steer clear from this company. My husband and I are now in the process of filing a small claim suit and of course a customer complaint and safety complaint through the BBB. Anyone researching this company please thoroughly look at the photos I'm uploading, this company should be out of business for the quality of work done and the fact that they are stealing their customers money. We have now contacted 3 different El Paso contractors for repair. Atrium Wrought Iron, Best Iron Works, and Elite Iron Works. All these 3 contractors were professional, showed up on time for quotes, and thoroughly explained the installation process.

They did an amazing job on my backyard, BUT their supposed guarantee doesn't mean anything to them. I've called numerous times just to be sent to voicemail, left messages and never get a response, I've even contacted them on their website and NOTHING!! They were supposed to come back 2 months after finishing the job to reseal our stamped concrete and here we are 2 years later and they've never came back. It's sad because they say they're "all about their military customers" but clearly they don't care about any of their customers once they've gotten their money. All we need is for them to reseal the concrete and concrete 3 border tiles. I've not even mentioned the fact that their are cracks in some of their concrete work. I will not be hiring them again, well obviously I can't they don't return phone calls!! Take your money elsewhere.

They do not stand by their work or live up to their promises and guarantees, in the business world that is all there is! Completely unprofessional avoiding phone calls and 6 no-shows with no notifications, all on scheduled appointments. STAY AWAY from this place, don't waste time or money!!

Ordered a courtyard/entryway gate from Kim on 6/27/24 after she personally came to my home to give an estimate. Other businesses wanted me to do all the measurements, take pictures and send what style I wanted, then they'd get back to me eventually. Gave her a picture of what I wanted and what color. Gate was delivered/installed on 7/11/24. The gate is exactly what I wanted/ordered and color matches the vinyl siding on my home perfectly. Very happy with the personal customer service from Kim and the product received. THANK YOU!!

Hired this company to install a gate on the side of my house. The gate attached to the house pulled free after 25 days it took more than a week for them to replace both bolts and not 3 weeks later pulling out again as of this writing cannot use the gate every time we open it it pulls out more. It's been a week since last email no response. Do not hire this company. I want my money back so i can hire somebody else who can do the right. As in many other complaints Kim gives a date for install and nobody shows up. It took 30 days from the date of install before they showed up. So many excuses. I'm also filing a complaint with the BBB which i'm sure they are not a member of

I have had this company redo my entire home and I can't imagine having contracted any other. I love the quality and attention they have had to my home as if was theirs. We have worked together on all the projects and not once did they delay or expect me to wait unnecessarily to complete the work. Both Sergio and Kim take great pride in the work they do; and the best part is that you aren't waiting for a third-party subcontractor to do the work. That could mean there is a balance of the other work they do but it worth every penny and day spent to completion. I have nothing but good to say about El Paso Custom Ironworks and those that have seen the work have been highly impressed. If you want quality, this is who you'd want; if you want just a job done then there are plenty of other companies waiting for that bite.

One of their motto's (sales pitch) is "We Remain Flexible with Your Schedule." I think not, what a disappointment experience turned out be. I scheduled an appointment for them to come out and install a security screen on one of my porch doors about a week ago. I took time off of my work schedule to insure I would be there when they arrived. After, they didn't arrive made a call to find out what was going on and they indicated that their work load was behind due to bad weather and needed to reschedule. Really? Bad Weather? Weather has been rather pleasant for a week now (unless they work on Sundays, which was when it rained). This is typical customer service around the area and makes wonder why and how businesses survive with customer service. No thanks for me, I'll just move along and spread the word. I should have come unto this site to read any reviews of this business. Only 2 reviews were indicated one with 5 stars (back in 2015) and one with 1 star (in 2016 with a similar review as mine). SMH!!!!

Terrible Customer Service!!! Scheduled an appointment for measurements for a gate and ornamental iron and twice no one showed up! I had to call to reschedule and no apology was made. The second time we waited around for hours and no one showed up again! No courtesy call was made letting us know that no one was coming. Had to call them to find out. They appear to have a nice website but they have terrible customer service. Use someone else.