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:11/17/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  This business failed to install the upholstery for our business. I cancelled the order after they cancelled on us. The receipts states either party can cancel at anytime. We waited too long for them not to do the work. I have texts stating they owe us the refund. They ignore calls. They did not send refund. They did not do the work. April 2024 ordred material June 2024 they cancelled July 2024 we cancelled order. July 2024 told refund was coming August 1, 2024 told check was to be mailed that week. August 20, 2024 admitted they did not mail the check. See texts.Every week since I have asked for refund via phone, email or text.

  Business Response

  Date: 12/18/2024

  This complaint is not for the individual ****** *******. 

  The complaint should be in the business name not the individual. This is not owed directly to her. 

  This complaint should be invalid as it is not for the business. The business information is nowhere on the complaint. 

  However, we are willing to pay a portion of the deposit owed minus the cost of special ordered materials due to the cancellation, that could not be returned for refund. 

  We are requesting the complaint be put in the business information and not an individuals name due to the money not being owed to her directly and the business name and information is not on the complaint and the complaint not effect the business rating as it is invalid. 

  Please advise if the case will be closed and a correct and valid complaint filed for the business and not an individual. 

  Customer Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I reject Pro-Tech Vinyl Repair & Upholstery's response. 

  I was told via text from ****** on July 17, 2024 that a refund will be sent along with the material. As of today, December 20, 2024 I have not received a check or material and I have never been given a dollar amount that will be refunded.   I was told there would be a restock fee.  $800.00 is owed to us from our deposit we placed. ( check # ****, dated 5-9-2024, $800).   I need to know the amount of refund minus the restock fee.  I also do not actually believe the material for our upholstery was ever ordered so why would there be a restocking fee? I would like proof the material was even ordered.   The reason for my disbelief is when I called ( of course they did not call to confirm I had to) to confirm install for Friday June 21, 2024 I was told they had to cancel the install  due to the installers kidney stone issue but material was still in the state of ******* on Thursday June 20th but it would have been in ********** PA for Friday morning 9am.   That does not seem feasible at all. 

  The company had no issue calling me,  talking to me ( ****** *******), taking my check that I wrote out for the $800 deposit and no issue dealing with me during this whole transaction. I am representing the business.  By all means, I can accept a check made out to ************** as shown on our invoice.   Their reply said they are willing to pay a portion of the deposit and yet they have not done so and never gave a monetary amount.   I do know that the BBB requires an actual person of contact for claims. They do not accept a business as the contact so I will be staying on the claim I submitted.   The name on the claim does not change the fact that Pro- Tech owes us a refund.   I will not be closing my claim against Pro-Tech. I will take further actions which will cost their company more than the $800 refund owed to us. 

  The invoice I have states that this agreement was not a contract and can be terminated by either party at anytime. Their own wording says all accounts 90+ days past due will be sent to collections. Pro-Tech has no problem withholding payment due to us for 6 months well past their own 90 day time frame.  I should be asking for interest on my payment as they are allowed to ask for 10% finance charge on unpaid services on their end. 

  I called Pro- Tech many times and spoke to Kimmy who said she will pass on my message and of course ****** was never available to speak.  I sent emails, texts and left voicemails. ********* was fully aware I had been contacting them to resolve this issue.    ****** admitted to owning us a refund.  

   

  
  Regards,
  
  ****** ******* representing *******************;

  
  

• Initial Complaint

  Date:04/13/2023

  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.

  In February of 2021 I contracted Pro-Tech to re-uphoster my restaurant's seating (dining chairs, bar stools, and booths) for approximately $7300. I have an email from the owner ***************** stating that the entire job would take two 8-hour days (2/8 and 2/9/21). Instead the work dragged on until early April, causing ** to lose business as we were delayed in reopening after a COVID-related closure. The owner cited a labor shortage for the delay and I tried to be sympathetic.Within a month of the work being completed, buttons on the tufted booth backs started popping off, and I tried to re-insert them myself. I also notified the company of the issue in May of 2021 and they promised to replace the buttons. They never did. About 15 months after the work was completed, the vinyl started splitting on the corners of the chairs and stools, resulting in exposure of the sharp metal edges of the chair frames, which is a significant safety hazard. I notified ** of this in November 2022 and he responded that the workmanship warranty was 12 months, so my complaint was outside that window. He promised to come in and look at the extent of the damage and repair it for "cost." He also said he'd replace the booth buttons free of charge. I've called and emailed him multiple times since late last year and he has totally ignored me. A typical workmanship warranty is intended to handle small issues popping up in the future. The fact that at least half of my chairs now have metal sticking through the upholstery is not a small issue. If the work Pro-tech performed is completely unravelling with in 18 months off the project completion they should accept responsibility and fix the damage at no additional charge.I've attached a copy of the work invoice as well as an email chain between Protech and me going back to October 2023 as I've tried in vain to get this issue resolved.