Complaints

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• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had this company pick up a chair, loveseat and sofa for reupholstery around February 8, 2023. We were told that they weren't busy and it would be no problem to have the work done in May which is when we wanted the project done. Since he charges a storage charge if he finishes and you can't take delivery, we agreed to pay in full since we were traveling all of April and he agreed to waive any storage fees if we paid in full. When we asked for our finished furniture in May, we were told that "we are working on it"; "we are short staffed"; and "we are backed up". In June when we called again, he said the same thing but he added that he sees no reason why the job won't be done in the next three weeks. When we called in July he said the same thing and said again he saw no reason why the job would not be done in three weeks.. We left on a long trip in late August and all of September. We informed the company that we expected the project to be done by the time we returned. On October 3, I emailed the company that we expected a call on October 8. That was 8 months after the original delivery of our furniture to this company. As is this company's custom we did not get a call or an update. I would like the job completed in the next week or my money returned plus the value of the furniture he has possession of $5000 value.

  Business Response

  Date: 10/16/2023

  Attachment added to this is complaint was the phone recorded transcript from the customer. Please note that he states that he will call us when he gets back from vacation to schedule delivery. This customers project has been completed and in storage for quite some time now. We still have not received a phone call from him to let us know he has returned home and ready for his furniture.  It was requested by the customer that RMU pick up there project early because they had several vacations planed and would be gone for a long extended period of time. Their project was picked up well before we would be able to work on it because of the customers vacation plans. We always tell our customers that if there project is here and we have a cancelation or a change in our schedule we then would be able to move there project up into a sooner time slot. Unfortunately we never had any cancellations and were not able to move there project up. It was never stated that RMU was not busy. We are always booked out months in advance. RMU never at any time promised a completion time. The customer agreed to this per our invoice/ contract and is fully aware that we do not promise completion times. We are continuing to store his furniture and are waiting to hear from the customer to call and notify us that he has returned in order to make arrangements to receive his completed furniture.