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:04/24/2024

  Type:Service or Repair 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.

  02/27/2024 Left a chair for reupholstery. Left a deposit of $2,000.00. Have asked for pictures of progress on the project at one month and two months and have received no photos back of the chair. So, would like for them to complete the work or give me a refund and my property back.

  Business Response

  Date: 04/29/2024

  I have spoken to customer more then a few times and given her info on her project over the phone. The customer added work and added labor to the job after arriving to her appt and was told this work refinishing and woodworking frame work would increase the time line. the refinishing work added at least a month pulse the frame work to the chair.  The project was on track and all correspondence was friendly and every known call returned. Customer messaged late after hrs  Monday April 22 ***** at 7:42pm  and then when she did not get a response by 9:20 pm she was texting threatening text messages. 

  After receiving the threatening messages, she did get a response that her chair was in god hands the fact she is demanding a response at 9:20 at night was not ok and that I absolutely will not accept threats of an kind. Customer was told I would reach out to her in Normal hrs when I was available the next day.  Customer then sent anther 9 messages including more threats this wet on past 10 pm.   I told the customer at that time I would be contacting her to pick up her items.   

  We tried to contact customer many times over the next several days to set her apt to pick up her items. I was told in "messages this would have to wait." and she didn't try to reach out to me again

  Today I did finally get to speak to the customer for the 1st time sense the threatening messages and telling her we would be returning her project. On the phone she took no responsibility for her threatening behaver and repeated ***************** night text. Customer was given dates and times to pick up items told she would need to sign papers that her items where being returned to her and her and a refund less the labor rendered..  I told the customer over the phone we would need to meet at a natural location for safety reasons.  

   

   

  Customer Answer

  Date: 04/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have not threatened this business. I asked to see pictures of my chair. The company had had the chair for two months and if there hadnt been any progress on the chair a simple, There hasnt been any progress on the chair. Would have been sufficient. However, that is not the response I received. So, yes, since I have given both my money and my property to a business who didnt seem to have any answers, I told the business that I would be happy to go to the newspaper about them, but instead I have come to you first to see if we could work something out amicably before I took any other action. As far as communication goes, I have responded to the business immediately since this issue has arisen. Normally receiving the voicemail or if texting, a message that says all messages will be responded to within ***** hours. I finally heard back from the business on Monday April 30th. The business called me back and Indicated I had threatened said business. I indicated that I had not, and said that I had filed the complaint with the BBB and they hung up. Then proceeded to text me and tell me that I could pick up my chair and a portion of my money. They said we could meet at a neutral place. I asked for the meeting place of the ***** ***************** on Monday May 6th at 6 pm. I also asked for my chair, and anything that was purchased on my behalf with the money that was given and a full accounting of the transaction with receipts and a certified check for the refund. As of this morning all was refused. And we are back to the ***** hour message. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/03/2024

  **** received a update via text on her project April 20th and then again as well in 2 phone conversations explaining due to the extrawork she requested woodworking and frame repair. We told **** then alone just the woodworking part would add at least a month to her project wood needed to cure.
  Yes, we did set up a automated response to ***** text messages only once it became needed after the incident on April 22nd when we did not return her text at 7:45pm and by 9:20pm we where receiving extremely demanding messages and threats And she expected a  response. We did reach out to **** on April 23rd many times Last message from her that day was she was out to dinner and this would have to wait. When we didnt hear back from her by the 29th we once again reached out via text and left Messages on her phone.
   Any project we put ***** hrs into it is not a project that has had nothing done to it.
  We still do not feel would be a wise choice based on her actions and conduct to remain on this project.
  **** was demanding we deliver the Chair and her belongings to the more Police stations thats a 45 min drive from us.  We had from the start suggested a natural location 22 mins from our own location in a effort to meet her more half way.  **** refused and demanded 3 times that we bring it to the *************************. In a effort to try and work though this we offered a paid Fee Delivery to ***** only we let **** know we are not able to do a Delivery on the May 6th.

  **** as rejected the Delivery with delivery fee and agreed to meat at the natural location to sign paperwork, pick up her items, receive a refund check  and copys of her paperwork. Hopefully this will all be settled very soon.