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:04/07/2023

  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.

  Tech came to my home on 3/29 to repair furniture snot was coming from his nose I am 7 months pregnant I had to go to the doctor after him coming to my home and became sick it was snot all over my couch floor I had to hire cleaning company my insurance company for my couch was montage who states I would have to reach out to repair company who was Carolina Furniture Technicians LLC Who is not wanting to take accountability for actions of tech nor replace furniture that is still damaged I am high risk pregnancy cannot have anyone else in my home to repair anything.

  Business Response

  Date: 04/07/2023

  We are a 3rd party company that was hired out by consumer's warranty service provider. Our scope of work was to install a pre-sewn inner/outer back panel on consumer's sofa. We spoke with the technician on-site and the administrative staff who scheduled the appointment and neither were made aware of any health concerns. ************** performed the installation on site and it is standard operating procedure to take before and after photos. The after photos are attached with no evidence of damage. He mentioned that the installation was interrupted as the consumer had to vacuum up the general crumbs and miscellaneous items that had accumulated on the decking of and beneath the sofa. He also mentioned that the temperature was uncomfortably warm in the home, so he was "a little sweaty." 

  We were contacted by the consumer approximately 3 business days later with a complaint that the technician left bodily fluids on the sofa. We offered to send a different technician out to inspect and/or clean to which she refused. We asked her to send us photographic evidence of "snot" on the leather. She did send in photos but neglected to point out where the bodily fluid stans were and we were not able to see any stains in the photos that were sent. The sofa is upholstered in a finished leather so it does not easily absorb liquid. Cleaning would be accomplished by using a simple leather-safe disinfectant spray and wipe on the finished leather and an upholstery extractor on the fabric decking. Because we were not afforded the opportunity to inspect or even go out and perform a cleaning on the sofa we declined to entertain the suggestion by consumer that we replace the sofa. We did offer to send out a complimentary bottle of leather cleaner but she also declined and immediately threatened legal action and threatened to contact BBB. We have made a reasonable effort to address the complaint but the consumer has refused our efforts. 

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19905782
  
  I am rejecting this response because:  I had a lawyer in my home the day of service as witness to service the tech was never interrupted the tech to multiple break to smoke and use my restroom that is completely unacceptable everything was recorded like I told the business before my air was in 68 and the tech even asked to turn on my fan which the lawyer that was in my home on the service date can confirm also I contacted the business multiple times and left voice message for a return call never received the business owner contacted me days later after speaking to their scheduling team because I never received a response from calling the business the photos that their tech took does not show details like my photos do he took a photo of the front and back of the couch which of course your not going to see the damages that were done thats why I made sure to upload photos to my claim company montage right after he left which post the ************** right after tech left my home I am 7 months pregnant and had to go to the doctor when tech left and became sick montage my claim company said this was very unprofessional and cannot believe the picture I sent and they are still investigating. And of course snot dries up and there werent any photos of the snot by the time the tech left due to how cold it was in my home to accommodate tech repair company is just not wanting to take accountability and at this point I feel like my furniture needs to be replaced and they should be held accountable 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/10/2023

  We are not able to accommodate the request for replacement because we have not been allowed the opportunity to address or remedy the original complaint of bodily fluid on the sofa. Legal action was immediately threatened by the consumer. It is company policy to only correspond in writing if a consumer threatens legal action. We have not been provided sufficient evidence that any bodily fluid was left on the sofa. Whatever recordings were taken that display bodily fluid being transferred to the furniture were never provided, even at our request of the consumer to do so. We have yet to receive such evidence. 

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19905782
  
  I am rejecting this response because: I have provided proof of the tech and the evidence dripping from his nose to company and on here as well . 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/16/2023

  A zoomed in photo of the technicians face is not sufficient evidence that any damage occurred. Even if there were sufficient photos showing that the technician had a runny nose and some of it dripped on finished leather the remedy would not be to replace the furniture but to clean it. The technician denies having any allergies or problems with his nose running. He was in my presences the day before and the day of the appointment and I do not recall him showing signs of allergies or sickness. Further in all the time he has worked with us I've never known him to be sick. I did not get sick myself. We receive regular positive reviews of this technician and he is known for having a remarkably strong immune system which over the past couple of years has been proven even more remarkable as he's never had to call out sick. At best, this could be a mistake of seeing a bead of sweat drip from his face. There has been no sufficient evidence that even that occurred as the photos that were sent show no stains on the furniture. Our after photos taken upon completion show no stains on the furniture.