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:12/07/2022

  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 paid $95 as a down payment for set up services on 10/29/2022. The total for the services was to amount to $320 for a full set up, intonation, fret shave and dress, and gluing loose frets down. They committed to leveling the frets and gluing them down and then a full professional standards set up of my brand new guitar including intonation.The dispute is that I brought them a brand new fully functional guitar and they damaged the guitar beyond reasonable repair. It took them 14 days to call and tell me it was completed. They broke the guitar beyond reasonable repair. When they blamed the instrument for the poor job done, I called them out on it, and at that point the owner starting yelling at me, insulting me, and using profanity (a lot of profanity) at me. He got very aggressive and slammed my guitar onto the counter. When I grabbed the guitar, (the box was still on the counter), the owner swung at the box, launching it at my face and hitting my body. All the while his wife/receptionist is yelling at me (they claim that there is camera footage of the incident). He also threatened bodily harm to me if I didn't leave the business. When I got home, I emailed them and asked for my $95 deposit to be refunded. They responded by sending me a bill for the remaining amount. ( I have the 2 emails available if needed). I asked them for the amount I paid them, but in actuality they have ruined the guitar beyond reasonable repair. I paid $369 plus tax (totaling $394.83) for the guitar, and it would cost well in excess of that amount to repair it. So, I guess even though I paid them $95 that they will not give back, they have cost me the additional amount of $369 plus tax ($394.83) for breaking the instrument completely. I am looking to be made whole financially ($489.83) I will not accept them working on my instrument again as they have threatened me with bodily harm if I return.My repair claim number is: ***** My sales receipt number for my deposit is: #*****

  Business Response

  Date: 12/14/2022

  I have video footage of the entire interaction. Go to our shop ******* page to see the drop off, pickup in its entirety. Client cursed at us while a child was in the shop. The Amazon ********* style guitar came with uneven frets. He brought the guitar in for a setup, we told him there were frets that were popping up and uneven fret. He would need a $95 setup, $240 fret dress and $45 to glue the frets in. He said he only wanted to do the setup. We noted his ticket client refused additional recommended work. Client paid his $95 setup. He left and called back 15 minutes later to add the additional work. Our busy shop gets up to a 6 week turnaround, which we tell clients at drop off. His current turnaround was only 2. When he picked it up, he didnt want to pay the balance owed for work performed. We should have not done the work without prepayment. He cursed in front of a child, he was asked to leave and never return he left without paying his balance. We will file a police report with Geinnett county police and submit the video footage. Please go to our ******* to see the irate behavior.

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18518824
  
  I am rejecting this response because:  They are trying to BILL me for incomplete work.  And it is incomplete by their own admission.  They blamed their incomplete work on the instrument.  ******* claims to be a MASTER Luthier.  This should not have been outside of his skill level, but apparently it was.  But instead of giving the instrument back in the shape I left it, they damaged the instrument and then tried to bill me and say it was the instruments fault?  I am asking for fair compensation for damage done to my instrument by the business, and they are trying to bill me for their incomplete work.  They also contacted me directly to threaten me with they "police" for not paying the balance even though they didn't do the work.  I'm not sure what swearing in front of a child has to do with any of this, but if it does matter, ********************************* was swearing in front of the same child (which I did not see a child in the store).  Seems irrelevant to the matter. I have attached the original request for my $95 deposit, the bill they sent me in response to my request for refund, and the threat email they sent after I filed the complaint with the BBB.  I am still looking for the same compensation as requested before. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 12/20/2022

  This is now a criminal investigation. We have been advised to not respond to BBB on this matter. Please remove us from this email link. 

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18518824
  
  I am rejecting this response because: The business is not attempting to resolve the matter.
  
  Sincerely,
  
  *******************************