Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/27/2024

  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.

  I hired SS Upholstery to upholster part of my car seat that was torn in three small strips. The original estimate was $300.00 to upholster the three small torn sections. I then decided it was better to upholster the entire front of the seat to avoid further tearing in the remaining old sections and was given an estimate of $475.00. I was told to drop off the car on Thursday and pick it up Saturday. I left a message Saturday at 5pm and multiple on Sunday and did not receive a return call until Sunday early evening saying he (******) was just starting the job and it would not be ready until Monday. He then agreed to give me a 50 dollar discount to take **** to work on Monday. I then called at 10am to pick up the car on Tuesday ***** and he stated it would not be ready till 12pm. I got there at 2:30pm to pick up the car only to find out the car was still not ready. It was not ready until 3:30pm ruining my Christmas Eve and he did not give me the keys until I paid in full $425.00 for the entire front seat although he only replaced the three small torn sections that were supposed to be $300.00. This was the most intentionally deceiving part. That he charged me for the full upholstery of the front of the seat instead of the three small sections in the original estimate that were supposed to be $300.00. He also charged an additional 3% for using a credit card and also taxes on the 50 dollar discount as well. The workmanship was very poor where the fabric was wrinkled and there was a huge hole or gap that was not upholstered. He said the wrinkling was due to the decompensating foam but could not find the right foam to replace it and I could come another time to come and put some foam. Just didnt make sense. He obviously did a rush shoddy job without putting new foam which is always included in upholstery jobs. The picture of the poor job and open gap on the seat speaks for itself. I will have to take it now elsewhere to be fixed properly. I need a full refund.

  Business Response

  Date: 01/03/2025

  Dear Better Business Bureau (BBB)
  
  Please see our response attached.

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22734460
  
  I am rejecting this response because the merchant in bad faith did not perform the contracted work and coerced me to pay for work that he did not do..

  The merchant responded with a lot of baseless claims.  The facts are the following:  As you can see from the picture, the seat only has three small torn sections.  The original invoice as provided by the merchant is to upholster the three torn sections for $300.00 and the purchase and installation of two seat covers for a total of $572.45.  I gave a deposit of $286.45 also evidenced by the merchant's own invoice.  I wanted the seat covers to prevent the seat's old fabric from tearing into further sections.  The merchant later called me that the seat covers that he ordered were the wrong ones and did not believe any other seat covers would look good and work well.  We then agreed to cancel the seat covers and upholster the full front of the seat - not the back.  In this manner, the upholstery of the seat would last a long time as the entire front was upholstered and not just the three small torn sections.  I logically did not want to have the problem of replacing the three small torn sections with new fabric and the rest of the old fabric on the seat later tearing.  He then gave me a new invoice - provided by the merchant to BBB - for $475.00 for the entire front of the seat instead of $300.00 for the three torn sections.  I then provided detail into the fiasco of the merchant's continuous delays in getting the seat upholstered on the day that he promised which he does not deny as he provided a 50 dollar discount because I had to get alternative transportation for work because he had to keep the car further days.  When the car was finally ready, I noticed he had only repaired the three torn sections and not the entire front of the seat.  The estimate for the three torn sections as initially provided by the merchant was $300.00 and $475.00 for the entire front of the seat.  The merchant made me pay the full $475.00 (not including the 50 dollar discount) instead of the $300.00 for the three torn sections.  In conclusion, the merchant deceived me that he upholstered the entire front of the seat and withheld delivery of the car until I paid $475.00 when in fact he only upholstered the three small torn sections which should have been $300.00.  And in addition, as you can see with the pictures provided, he even did a poor job of that.  He did a rush job and did not put foam and cut the fabric short which is the reasoning for the gaping hole.  He then gave excuses that there should have been a separate estimate for foam that he never mentioned initially and he forgot to put a clip, etc.  The merchant fraudulently and deliberately overcharged me for a job that he did not do.  This is not heresay.  The invoices and pictures are absolute evidence.  The merchant avoids the fact and does not dispute in his response my complaint that he did not upholster the entire front seat.  The picture of the finished job is also evidence as the replaced torn sections is smooth non-perforated fabric and a different color tone from the rest of the seat which is the original manufacturer perforated fabric.  The merchant should not just refund me the difference between 475 and 300 but a full refund so that I can have the three small torn sections that he poorly upholstered done by a professional upholsterer.  The merchant also charged me tax on the 50 dollar discount which is illegal and also evidenced in the merchant's invoice.  

   

   

  
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 01/08/2025

  Ulteriori informazioni...Since our first response we have expressed the good faith of being able to resolve this matter with the client, so if the client is willing we are available to fix  the part that the client has to see in the photo.
  For the rest our response remains the same words written before.
  
  However we have clearer, the bad faith on the part of this client, presenting complaints against the company in different institutions, (trying to cause damage to our business) in places such as the county, banks and other financial companies. But he has never tried to communicate with us to talk about this matter.
  
  Of which if the client is not willing to collaborate to resolve the problem we will soon be responding in the appropriate legal manner.

  Business Response

  Date: 01/08/2025

  Ulteriori informazioni...Since our first response we have expressed the good faith of being able to resolve this matter with the client, so if the client is willing we are available to fix  the part that the client has to see in the photo.
  For the rest our response remains the same words written before.
  
  However we have clearer, the bad faith on the part of this client, presenting complaints against the company in different institutions, (trying to cause damage to our business) in places such as the county, banks and other financial companies. But he has never tried to communicate with us to talk about this matter.
  
  Of which if the client is not willing to collaborate to resolve the problem we will soon be responding in the appropriate legal manner.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22734460
  
  I am rejecting this response because:

  I have nothing else to add.  In summary, the business gave me the first estimate for $300.00 to repair three small torn sections of the driver car seat.  To avoid further tearing to the driver car seat, I then agreed with the merchant to do the entire front of the driver seat for $475.00 (second estimate).  After many delays, the merchant charged me $475.00 (not including a $50.00 discount for me to find alternative transportation to work) to replace the three small torn sections that should have been the original invoice of $300.00.  The merchant will not address this fact and continues to avoid it in their responses.  The job the merchant performed was done very poorly saying he did not have the foam at the time and the clips were difficult.  I left my car there Thursday being promised it was going to be ready by Saturday and by late Tuesday it was still not fixed correctly.  When I got to the shop on Tuesday the car seat was missing and the merchant appeared to rush the job and I had to wait.  The merchant never reached out to me again.  I will not let the merchant touch my car again.  I do not trust the merchant after being overcharged and performing poor work.  I need a refund in full to have a professional upholsterer repair the vehicle correctly.   

  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 01/08/2025

  We also add copy of text messages where we have confirmation that the customer received the quote through text messages and email, before the job started 12/12/24.