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:10/03/2024

  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.

  I had an original museum poster that I had brought to the Bend picture framing for restoration. I was quoted a price and a timeframe for the restoration project. I handed them the poster in March 2024. Weeks had went by and we kept checking in. The people in the shop said that the restoration persons child was either throwing a fit or some other excuse of why I could not talk to the restoration person. Months went by to where we were going in the shop and picking out a frame still hadnt heard anything from the restoration person. Finally, September 2024 rolled around and we were getting pretty upset that our restoration was not done. Tried to contact again and another excuse of now shes sick and she said she would have it done by a certain date. I went in to pick up my restoration project and noticed that the frame was completely different and not the original and also noticed it was shorter. I asked the lady in the shop of where the description was on the piece and she said it was covered up by the frame. I took it home and took apart the frame and found out that it had been cut 2 inches short and not restored. I had contacted the restoration lady that I wanted to speak to the owner and I wanted a full refund. The restoration lady then got very **** with me and blaming me that it was not her problem. She said she would give me a refund which Im still waiting for and said she did not cut the piece. The original piece was 23 x 31 when I received the piece it was 23 x 29, 2 inches shorter and also in a different frame. she then said she no longer wanted us at her store and that she would no longer do any future projects for us. I still am waiting for my money back, but I am very angry because my original museum poster is now destroyed and no one is taking responsibility. The restoration lady shouldve communicated with me in the process, letting me know that she could not restore it and give it back to us instead of cutting off the value piece of this print.

  Business Response

  Date: 10/03/2024

  We have a contract signed by Brandi King stating she was satisfied with her finished artwork upon pick up as well as video surveillance of her picking up and signing this document. We have fully refunded her money as she asked and also did so due to recieveing numerous harassing emails. We have in her emails her statement that she demanded a full refund to settle this issue and we have done so. We have opened a case file with our lawyers should this slander continue, our lawyers have been provided with before and after images as well as captions from our surveillance proving her claims are unfounded. Brandi King has a long history of complaints against local businesses including 17 one star google reviews. 

  Customer Answer

  Date: 10/04/2024

   
  
  Complaint: 22349827
  
  
  
  I am rejecting this response because:

  I want to know why my picture was cut without my permission. I only signed the agreement because I was told by Melina that the details of the print were under the frame. I believed Melina when I signed the agreement. I felt unsettled when getting home and took apart the frame and discovered that the detail information had been cut off. Therefore I was lied to and did not know the detailed information had been cut off prior to signing the agreement otherwise it would have not been signed. I did receive my refund, thank you. I want to know what happened to my picture and why it was cut. This was an original poster (whether you want to believe it or not) and was destroyed by cutting it. This was our picture we’ve had for decades that we trusted you to restore. We were continuously lied to and disrespected with our property damaged and we want an explanation of why this happened. We have paperwork of restoration agreement marked with dates, measurements, and details of the restoration which did not include cutting. We also have a receipt marked with completion date. We have asked for the owner several times and no one has come forward as the owner or taken responsibility. An apology and honesty of what happened would have gone a long way and how to make this right, but the continuing disrespect and lies from Tavia have made this difficult. We just want to know why our picture was cut and damaged and for the business to take responsibility for this action. We are more than happy to speak to any lawyers with our documentation. Our family is also on camera from Jan/Feb 2024 - September 2024 of dropping off our picture, paying, and coming in multiple times to see where the progress of our picture was and deciding on frames. Melina is also on camera multiple times calling Tavia on the progress of our picture where Tavia could not come to the phone from May 2024 - September 2024. 
  
  
  
  Sincerely,
  
  
  
  Brandi King

  Business Response

  Date: 10/09/2024

  To Brandi (or possibly your mother Terry?)

  -The contract you signed upon pick up states " I have recieved my finished product, inspected work done by Bend Picture Framing, and agree to the quality as is."

  - Your poster was not cut, nor was the size altered, by anyone at Bend Picture Framing nor while in our possession. We completed the restoration by removing the water stain as stated we would do in your restoration proposal. We cannot speak to any alterations you or anyone else made once your piece left our storefront.

  -You recieved $265 of restoration work, several hours in total, for free. You never paid more than a half deposit of $132.50 initially put down. We waived your remaining balance and refunded you within 72 hours of pick up after you have left a 1 start Google review and before you reported this claim to the BBB.

  -As listed in this series of interactions, on our website, on our licenses and listing's and on my business cards I am the owner.

  Our entire staff, including myself, wish you peace and happiness. We have chosen not to address every falsehood you have created or cruel remark about our children, and instead hope that you find the courage to move forward with a renewed sense of kindness towards beloved local small businesses like ours.  ??

   

   

  Customer Answer

  Date: 10/09/2024

   
  
  Complaint: 22349827
  
  
  
  I am rejecting this response because:

  As you continue to believe you never cut our print, we have documentation and multiple photos that our print was cut. Our print measured 23x31 dropping off and measured 23x29 when picked up. Again, I only signed the satisfaction document as I was lied to be Melina that the text was under the frame and I believed her. The print was cut, damaged, dirty, and not restored after receiving it back. You can continue to lie all you want, but the picture does not lie and we have pictures of the print before dropping off. The point is, accept the fact that you messed up our print, stop lying, and take responsibility. Your continued behavior and attitude has made it very difficult for our family especially my daughter as this print was handed down to her when she was an infant. We hope that this never happens to another client and that future clients are treated better than we were treated.  
  
  
  
  Sincerely,
  
  
  
  Brandi King