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:11/04/2024

  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.

  **** Lamar, owner of the business, agreed to reupholster 3 of my boat cushions. He agreed to do it for $2640 by July 1, 2024 and I agreed to pay a 50% deposit. I dropped off the boat cushions May 14, 2024 and paid his company $1320 on May 21, 2024. I repeatedly tried to get the completed cushions over several months, contacting **** Lamar directly by text and repeated calls. After August 30 there has been no response. I still do not have my cushions and no attempt has been made by **** Lamar to contact me.

  Business Response

  Date: 11/18/2024

  Dear **** ****,

  
  Thank you for reaching out to us regarding the complaint filed by Mr. ******* *****. We appreciate the opportunity to address this matter and provide clarification.
  Firstly, we sincerely apologize for any inconvenience Mr. ***** has experienced. Our business has been in the process of closing down since mid-August, which unfortunately led to some communication challenges. The phone number Mr. ***** was using to contact us was no longer in service after August 31, 2024. Additionally, we discovered that we had an incorrect contact number for Mr. ****** which further complicated our efforts to reach him.
  Despite these challenges, we have been actively trying to contact Mr. ***** for the past 60 days to inform him that his cushions were completed and ready for pickup. We successfully made contact with him on November 18, 2024, at 1:35 PM EST. *************** request, we coordinated a pickup for the cushions on Monday, November 25, 2024.
  We are committed to resolving this matter amicably and ensuring Mr. ***** receives his completed cushions. We believe this resolution aligns with his desired outcome, and we are pleased to have coordinated the pickup as requested.
  Please let us know if there is any further information you require or if there are additional steps we need to take to close this matter satisfactorily. We appreciate your understanding and assistance in updating your records to reflect the resolution of this complaint.
  Thank you for your attention to this matter.
  

  Sincerely,

  **** Lamar

  Lamar Custom Canvas and Upholstery

  ************

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  July 5th, 2022
  John *****
  LAMAR Custom Canvas & Upholstery
  810 Back River Neck Road, Suite E
  Essex, MD 21221
  
  Sub: Contract Failure on Invoice ****
  
  Dear Mr. *****,
  I regret to state that I've lost faith in our signed contract for my boat (Shore Cure 2 at the Maryland Marina slip #335) upholstery work that we entered into on September 23rd 2021 and am no longer tolerating any further delays or excuses in fulfillment of this contract. Upon signing this contract and giving you the deposit, I was informed that this would not take long ("not more than a month or two") and expected delivery within reasonable time. Knowing no guarantee of completion date (as per our contract) and being an understanding person, I tolerated supply and personnel issues claimed by yourself.
  Keeping you in close touch, as my call log and email logs show, I have inquired on a regular basis as to the status of the work, and also notified you as to the exact location of the boat on the days it moved from its slip and back. In fact the boat was kept in the slip during winter to be accessible close to you for the work to be done. I had emailed you in mid-April informing you as my expectation as to the work to be completed by the end of April. We talked extensively on June 24th where you told me it would be done by that weekend and asked me for gate codes. As of this date, I still do not have possession of the cushions and my patience is at an end.
  To resolve this situation and to make the matter put to rest easily, I expect the cushions to be completed in satisfactory order or a complete refund by cashier's check by July 31st, 2022. I believe it is in your best interest to please take strict action regarding the above-mentioned matter. If the above deadline is not met, the follow escalation of actions will be performed by me on a weekly basis until such occurrence;
  Contacting Better Business Bureau and filing a complaint, Contacting Maryland State Attorney General, Small Claims court

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 11, 2022/09/05) */
  Mr. ****** has never requested a refund and our estimates, invoices, and policies state that all deposits are non-refundable. We do not guarantee any completion dates because all of our work is custom, however when I was injured and his job was delayed I offered him a refund. He declined the refund and said he would wait the additional time to receive his finished products. His original invoice was based on four cushions designed on measurements given by him. Upon looking at the boat, the design only called for two cushions. These two cushions were fabricated and numerous attempts to contact him regarding the other two cushions he had requested were not successful. I left messages asking him to call me back and never received response.
  
  After receiving a threatening letter in my mailbox, I tried calling Mr. ****** once more with no response. I did not hear from him again until he filed this complaint. He has made no attempts to pick up the completed cushions. Based off the customer's response and actions, we have decided to sever our contract with this customer and a refund check has been prepared and will be mailed directly to the address he previously provided to me. A check for $1,068.71 was mailed to 831 Warren Rd, Hunt Valley, MD XXXXX.
  
  
  Consumer Response /* (2000, 13, 2022/09/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate the refund for the deposit and the assistance provided by BBB.