Complaints

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• Initial Complaint

  Date:06/10/2024

  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.

  in june of 2023 I took my babylock Jazz 2 sewing machine in to have it repaired. It did sew but not quite correctly... threads sometimes looping on the back side of fabric. within about 3 weeks the owner ***** called me and told me they couldn't fix it and now it wouldn't sew at all. The machine was only 2 years old. So I called another quilt shop in ankeny and she said bring it down we can take a look at it. so I took it there and they said that seams to Me repair man **** wrecked it and they couldn't fix it. So I took it back to Seams to Me and she said oh its not wrecked **** will get it fixed. He orderd some parts and then was gone all winter and now its june of 2024 and I still don't have a machine .***** told me last week that he finally put the few parts in it and it won't work sew and makes a loud noise. I feel that they owe me a new machine for wrecking this one. and if he is a certified babylock machine tech he should be checked out.

  Business Response

  Date: 06/21/2024

  Dear BBB,
  
  This is in regards to the complaint #********-E017B.  
  First I want to point out this machine was not purchased at Seams to Me so the age and warranty status was unknown to us. If the machine was under warranty she was told to return it to the shop it was purchased from as they should have the appropriate documentation for warranty repairs. The shop where this machine was purchased also has a repair department.  
  
  At the time this machine was brought in to Seams to Me it is unknown if it has been to any other repair shop.
  
  When the machine was brought in to Seams to Me the machine has loops on the backside of the fabric. When she picked up the machine on 6/20/2024 it has the exact same issue, loops on the back. She was never told by Seams to Me that her machine "would not sew at all."
  
  The repair technician at Seams to Me has replaced several parts over the months and has spent many, many hours on the phone with baby lock and together they have not been able to resolve the issue. This is all at NO charge. 
  
  The complaint states they took the machine to a shop in ****** for repair.  Our question still remains why didn't she take this machine to the shop it was purchased from for possible warranty repair and service?
   
  In regards to the comment that our repair man "wrecked the machine" we have not received any information on how it was "wrecked".  He did find two screws that hold the plastic case in place that were stripped and he has fixed this so the case is solid again.  These screws have no bearing on the sewability/tension of the machine.  The machine still sews the same as it did when it came into the shop. The following is what the repair shop in ****** stated on 8/22/23 in part: Removed all covers and check for any issues with tension plates and timing. Found no issues, tried new bobbin case, new needle and still would not sew. Recommend sending back to baby lock. Top tension is not correct and cannot correct." This is the same issue our repairman found and cannot correct. Please see attachment
  
  There was an offer to sell her a replacement machine at our cost but she declined. Our repairman and his family winter in the south and the complainant was told this and agreed as she would be gone over the winter as well. Over the last year we had been waiting for parts and **** left for the winter and then again more parts which she has not been charged for.  She had the opportunity to come get her machine at anytime.  In late May early June she was offered a new machine at no cost so we could end this situation but she declined. The offer to replace the machine at no charge has been taken off the table as she has chosen to file a complaint and we do not know what else we could have done. She is free to send the machine back to baby lock and deal with them directly. 
  
  

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21827022
  
  I am rejecting this response because: ***** and I talked about when the machine was purchased and she knew it was under warrenty. NOT once was I told to take the machine where I purchased it from. She was mad when she origianlly told me it couldn't be fixed and I was taking it to quilters cupboard to let them look at it. that is when *** the mechanic there told me **** wrecked it. So I then took it back to seams to me and she assured me that it wasn't wrecked and **** could fix it. As i understand from babylock any repair shop can work on any machine. I don't know why she is acting like this because she assured me it could be fixed she always told me. ***** didn't want me to send it back to babylock!!! ***** never once told me to take the machine over the winter when I would stop in to check on it..plus it was  taken apart and allover the table.

  I was NEVER offered a new machine at no cost...stop and think about that anyone in there right mind would of taken that offer!!!!! I was offered a machine at cost plus shipping but did say I would think about that.
  
  Sincerely,
  
  *****************