Complaints

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  If I could award this place—or whatever you want to call it—zero stars, I would. I went to Custom Stitch Upholstery. to have the interior of my work vehicle remodeled in October 2020. It was specified in my contract that it would take 16 weeks to finish. I didn't receive my vehicle back until March 2022, which is 17 MONTHS. When we eventually got our vehicle back, there was always some issue with it for which they somehow laid the blame; each time, this required us to pay additional money, but the issue would still not be resolved. They were working on our company vehicle with a number of dubious "employees." When we initially signed our contract in OCTOBER of 2020, we were never contacted or even given a window of time in which we could return our vehicle if there was a problem. We had no time frame after picking up the vehicle for the first time in 2022. Even though THEY NEVER FIXED ANY ISSUE, all they would do is bandage the problem, when we brought the vehicle back for yet another issue, they insisted they couldn't fix it. We always paid them it wasn't until we finally questioned them on why we kept getting charged even though nothing was ever corrected. realizing that we were always returning to correct their faults but never receiving the necessary repairs, is when  they drew up a fault warranty. When we pointed out that they never followed through on their half of the contract, despite promising to finish our work in 16 weeks, they essentially said, "Oh well." This location exemplifies what trash is. They use anyone they can find off the street to work on your vehicle, and they aren't even a BBB-accredited company. A new girl with the WORST attitude was hired by them. She had no idea what was going on and was really disrespectful anytime we expressed our confusion about why we were being required to pay for their faults and faulty work. We spent approximately 17,000 with this business for them to not even fix the things they done.

  Business response

  08/19/2022

  As the customer mentioned, the due date was extended due to additional concerns arising in the process of building the bus including; ventilation, air conditioning, water pump. substandard roof etc. When the customer was contacted re: these additional concerns, they were more concerned with being thrifty rather than completion time, which is fine, but in some cases the customer took up to 2 weeks to confirm additional amount and payment which in turn pushed back the completion date even further. The original contact was a contract that was made prior to COVID, please keep in mind this bus was built at the beginning of the COVID pandemic. Businesses were closed and shipping took a lot longer than usual. Furthermore, the customer took the bus in the middle of the build for almost 4 weeks to have the wrap applied to the outside of the vehicle. Due to the vehicle being in such poor condition, we had to make multiple house calls at multiple locations for multiple mechanical issues, including starting the vehicle, and more additional problems to be addressed. The completed vehicle was picked up by the customer on October 26, 2021. In February, four months after being completed, we were contacted by the customer stating their bus wouldn't start, again, we made another house call to assess the situation. This problem was due to having an old battery. At this point, we purchased and replaced the customer's battery, which was necessary just to get the vehicle back to the shop to address the electrical concerns the customer had. In February 2022, we replaced the battery and rewired all electrical outlets due to age and deterioration, at this time we notified the customer that the brakes were completely worn and the vehicle was unsafe to drive until they were replaced. We also notified the customer of the expired registration and leaking fuel filler neck. The customer decided to replace only the brakes. 
  
  On March 17, 2022 the customer picked up the bus and signed a "Limited 30 Day Warranty" with us that specified what was covered during this period. (See attached.) It wasn't until July 28, 2022, that the customer had contacted us stating they just attempted a "trial party" and found some issues. On August 4, 2022, the customer brought the bus in, upon being assessed, due to being out of the warranty period, we presented them with an estimate for the customers concerns. It was then that the customer was not happy, as they waited over four months to test the bus they were eager to get back. So again, the customer's interior build has been completed since October 2021, yet it wasn't until July 2022 that the customer tested their equipment.
  
  It is unfortunate that the customer waited so long to test out their business vehicle that they spent so much money on, however, we offer a detailed warranty and checklist that we go over with the customer in hopes the customer will take that information and test all equipment as soon as possible. This was not done. Had the customer abided by the limited warranty they signed with us in March, we would have been able to address their concerns at no additional cost. 
  
  I have attached pictures of the completed bus as well as the limited warranty agreement signed by both Custom Stitch Upholstery and the customer. Please let me know if I can provide any additional information for you.
  
  Thank you,
  
  ****** ******
  Office Manager
  Custom Stitch Upholstery

  Customer response

  08/22/2022

   I am rejecting this response because:
  
  

  The initial contract had a one-year warranty on EVERYTHING and was signed on October 21, 2020. The warranty was supposed to start when the vehicle was returned, since the RV was returned in December 2021, the warranty wouldn't expire until December 2022.
  

  
  

  A 30-day warranty was not implemented until we returned our vehicle back for their mistakes on it numerous times. Despite the Custom Stitch Upholstery contract stating that it will be finished in a maximum of 43 days, our vehicle wasn't delivered to us complete until December 2021.

  
  

  These problems were not discovered until doing a trial run in December 2021 and yet we had to take it back again for repairs.  in Custom Stitch Upholstery's rebuttal I notice it was stated "it was unfortunate a test run wasn't done sooner." but a test run was performed, that's how all issues were discovered, including:
  

  
  

  The vanity etc not turning on
  Outlet not working
  The back camera not turning on
  And some of the pedi drawers do not stay shut still
  

  and 6 out of 8 drawers leaking

  very low water pressures

  and a roof leak

  none of our customers are able to fit in the pedi bowls (after explaining what this conversion is being done for.)

  
  

  The contract states that the first signing estimate was $10,000.00. Through all of the repairs that we made outside the scope of the agreement but that weren't necessary because they weren't the result of our error and covered under our 12 month. We paid about $26,000 to Custom Stitch Upholstery, in total, yet nothing is still functional. The work was completed in a very poor manner by anyone off the street. The company Custom Stitch Upholstery has some of the worst reviews, and it is obvious that they have misled many people.
  

  
  

  Every time we went to their business to pick up the RV or check on the conversion's progress, a different "employee" was there and had no knowledge on how to operate the RV after it had been modified. They were forced to make a phone call to the owner each time to explain what updated work had been done or how to use the RV's new equipment. one of the times we went in an "employee" stated "theres way to much power on here something is going to blow up" how are we supposed to leave comfortable knowing that. sure enough on doing another trial run the whole RV shut down.
  

  
  

  we purchased brand-new battery from Custom Stitch Upholstery. They forgot to label any of the switches, making it impossible for us to know if we were leaving anything on. As a result, our battery died, necessitating the purchase of a new battery in addition to the one we just purchased. Since then, we have been unable to launch our business due new problems keep arising.
  

  
  

  Yes, a house call was made because we were unable to start the vehicle and bring it back up there to solve other issues the vehicle was having, again because of Custom Stitch Upholstery's error.
  

  
  

  Even after they "repaired" it, there are still little cosmetic items that are failing. their idea of repairing is a hot glue gun and it is not working. 
  

  
  

  The sole justification for my complaint is that Custom Stitch Upholstery did not adhere to the terms of a contract they drafted; regarding completion within 43 days and a 12-month warranty for all products. A test run and a supplementary warranty contract shouldn't have been required if everything had been done correctly the first time. This 30-day agreement wasn't considered until after we refused to pay because there were ongoing problems that required Custom Stitch Upholstery to repair them.

  
  

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