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:04/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Back in May 2023, I entrusted my ******* ********* ***** baby grand piano to *** Neuhaus at Neuhaus Piano Workshop for a full restoration. At the time, BBB and reviews online looked good. I wrote a check for half the restoration, $3675, on 5/17/2023.Piano was picked up by Piano Wizards, check written for $880 for shipment to ***** shop on 5/23/2023. The piano first went to ******************* for the refinishing from May 2023 - September 2024. I was invited to review stains for approval on 4/5/2024. I inspected their work and gave approval on 9/24/2024. Checks were written to CT Refinishing on 6/7/2023 for $3500, and when they completed piano on 9/24/2024 for $3850. Piano was shipped back to *** to rebuild the internal hardware in September of 2024. On 12/29/23, I called *** for an update. He gave me contact info for CT Refinishing and he asked for an advanced payment of $928.50, citing needing materials, which I paid on 12/29/2023. *******, owner of ******************* told me on 4/2/25 that he refused to send the full piano to *** to ensure no damage during the rebuild process. The case (sans top), legs, and pedal column are the only pieces shipped back to ***** shop. Other pieces are still currently at *******************'s warehouse. *** called once on 10/4/2024 to let me know that he received the piano and told me he expected to be finished rebuilding the piano at the end of January, 2025. I havent been able to get ahold of *** for any updates at all since January 2025. Due to ***** unresponsiveness, I traveled to the shop location in ********** 4/1/2025. Upon finding the shop locked, lights off, and a pile of mail by the mail slot, I went to the police station and filed a report. 15 minutes after I filed the police report, *** texted me telling me he was in the hospital heavily sedated, and I asked him for my piano back. He didn't answer back. *** has not responded to any calls, texts, or emails except for that one text message. I want my piano back.

• Initial Complaint

  Date:03/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My complaint is very similar to the others I have read on the BBB website and they have all remained unanswered. My parents sold their home in ********* where they lived since 1956. I took the piano and want to ship it to *******, where I now live. I asked the Neuhaus Piano Workshop to dissemble the piano to get it out of the basement, move it to his workshop and reassemble the piano (August 2021). I also signed a contract for renovation of the piano for $4,000, to be finished in February 2022. I gave a down payment of $2,000 (document uploaded). In February 2022, I was informed that strings broke during restringing. We agreed he would replace the strings for $1,600 (verbally on the phone). July 16, 2023, Mr. ********************** sent me an E-mail asking for the $1,800 for restringing (E-mail uploaded). I paid the $1,800. My last correspondence E-mail from the workshop was on July 28th, 2023 (E-mail also uploaded), answering my request for the address to where I should send the check. In the same E-mail, Mr. ********************** stated that the piano should be finished around the end of October 2023. I sent an E-mail in December 2023 asking for an update, a second E-mail in January 2024 informing Mr. ********************** that I would be traveling to ********* to check on the status of my piano. I sent two E-mails in February to inform him of my arrival time. On February 25, 2024, when I visited the workshop, it was closed and discovered, when talking to neighbors, that the workshop has been closed for months. The website has been removed from the internet, the phone is not working and I get no response to my E-mails. My current questions are: How can I or someone I designate visit the workshop to check the status of my piano? What legal actions do I need to undertake to get the piano back into my possession?

• Initial Complaint

  Date:08/23/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We consigned our ****** baby grand piano with *** Neuhaus, owner of Neuhaus Piano Workshop, on 4/20/2020. The piano was to be tuned, checked and advertised for sale by the shop. Per the terms of this contract, Neuhaus Piano Workshop agreed to pay us $3,000 after the sale of the piano. At this time Neuhaus Piano Workshop had an active website that posted used pianos for sale. We went to Neuhaus Piano Workshop during normal business hours in January and August 2023 and found that the doors were locked, the interior lights were off, and no one was visible inside. The exterior of the storefront appeared to be very worn, with a large plastic sheet covering one of the storefront windows, a large hole in another window, and no hours of operation posted anywhere on the storefront. We have made numerous attempts to contact *** Neuhaus via email, text and phone messages requesting an update on the piano but have not received any response from him. We also found his website no longer active. On 7/17/2023 we sent a letter, email and text message to inform him that we had posted a ******** ad for the piano with his name, address and phone number as the contact, and for him to acknowledge his receipt of our message. No responses to date to potential buyers or us. On 8/9/2023 we sent a certified letter to terminate our consignment due to his breach of contract and to contact us by 8/21/2023 to schedule the return of our piano. We sent the same letter to him via email and text with no response. Since January 2023 we have been unable to reach *** Neuhaus regarding the status of our piano. He has not advertised the piano, has not responded to potential buyers, and has ignored all our attempts to communicate with him. Therefore, we want our piano returned to us.

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  December 2019 *** Neuhaus picked up a player piano to be refurbished. 2/14/20 *** Neuhaus had the piano returned. It was missing the ***** Tink bar and was not completely repaired. The bellows were not working properly, the slide bar that adjusts the tempo does not slide properly, a piece of wood is split by the slider, some keys stick, the front piece is locked in place and the original **** label is missing on the inside. I called *** immediately and he said he would be by in a week to fix evertything and deliver the ***** tink bar. *** never arrived, he did not finish the piano repair, he did not return my calls, he did not open the door to his shop on the 3 occassions that I went there to try to pick it up. I have left numerous messages and sent many text messages. I contacted the delivery service and the person who handles the deliveries tried to get *** to contact me, when he couldn't he told me to write a review and *** might contact me. *** did not. At one point I reached a woman in his employ who after nearly two years of my efforts met me and gave me a ***** tink bar that was not mine and did not fit in my piano. The cost was roughly $4000.00 to repair the piano plus pickup/delivery charges. When the piano was delivered the entrance into my home was damaged as well. I have tried for 3 years to get my ***** tink bar back. Would you please contact Neuhaus Piano and just get him to give it back or at least let me know why I can't have it? I have contacted help lines at the local news stations -they did not respond, I had a wellness check done by the police on his establishment to make sure he was ok, I wrote a review and got no response. I don't know what to do to get back my ***** tink bar. This piano has been in my family for over 55 years. My Mother passed it down to my disabled daughter in 2019 as it was my father's when I was a child and he passed away and my Mother thought she would enjoy it. Can you please help?

• Initial Complaint

  Date:12/28/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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 contracted with this company to refurbish my piano. They have my piano and deposit but I cannot get a hold of them. At this point, I just want my deposit and piano back.

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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've attached documentation including a copy of the original invoice dated 10/29/2019 outlining the repair services to be completed by Neuhaus Pianos. This piano belonged to my mother who passed away in 2019. My daughter ***************************** wanted the piano because of the memories she had when visiting her grandmother. We shipped it to *** Neuhaus to originally just be tuned but he indicated it needed to have more extensive repairs as outlined in the invoice. My daughter paid a $1,000 deposit for the repairs. We have been following up ever since with no resolution.The letter dated 3/28/2022 explains the situation in detail and what we wanted to settle this issue. I have tried calling ***************************** many times over the past three years and all I ever get is his mailbox, which is usually full. I was able to talk to ********* who worked for *** until recently and she always contacted him for me but *** never responds. *********'s phone number is **************.*** did send me a text in April of this year in response to the 3/28/2022 letter. This text had pictures of the piano and he indicated he was starting to work on the piano. I have not heard from him since. Last week I stopped by his store in ********** but is was closed. It was full of pianos so I am thinking he is still in business. We would like if he would complete the repairs in a timely manner so we can get this done. But this appears unlikely so now we simply want our piano back and the $1,000 deposit if he has done nothing. Can you help us?