Complaints

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  West Mifflin School sent my clarinet to Progressive Music in McKeesport to be repaired with my permission. This occurred before Covid shut everything down. I called numerous times about the repair and was told the cost but due to Covid was unable to pick up the instrument. Recently I called and asked about my clarinet and if it was available to pick up. The gentleman on the phone could not find my instrument. I sent an email to the rental dept asking the balance of my repair in which Suzi responded 205.97. I asked if they had found my clarinet and Suzi refused to respond. I sent numerous emails and Facebook messages asking g the status of my clarinet and all emails have gone unanswered. This clarinet belonged to my late sister killed in an accident and passed down to my daughter. This is a very sentimental piece that Progressive Music won't acknowledge. They stopped all communication when they realized they lost my instrument.

  Business response

  11/18/2023

  In response to this complaint, the customer was informed when the repair was completed by phone with the amount due which was on 1/14/2019, well before the COVID pandemic.  As seen in the attachment, the customer notes reflect on 1/13/2022 that an invoice was mailed and attempt was made to contact the customer about the repair and amount due, we never received any response until 10/10/2023 as documented in the customer notes attached.   If she had contacted us during the COVID shut down, we offered curbside services, therefore, she would have able to make arrangement to pay for the clarinet repair over the phone and we would have offered her curbside service to pick it up.  We would have also delivered the clarinet back to the school once they had reopened if payment had been made.  However, with the repair being complete well over 1 year prior to the COVID pandemic, we feel that the COVID pandemic is a mute point in this complaint.  We also have on our website that "Progressive Music is not responsible for any repair or estimate after 30 days of notification.  As well as on the invoice that was mailed to her in 2022 states at the bottom "Progressive Music is not responsible for unclaimed repairs left over 30 days nor for loss by fire or theft". The customer is also asking for an intermediate replacement, which her repair was a Yamaha Model YCL-250 which is a student line model.  The current Yamaha student line equivalent is a YCL-255 and feel that asking for a higher, more expensive model is an inappropriate request on the customers part.   

  Customer response

  11/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Had this store produced these records the numerous times I've contacted them, this matter wouldn't have been escalated to this point.  At no time did I receive a notice via mail about the repair. All communication was through the phone.  I didn't have the make and style of the clarinet as it was my late sisters.  But they seem to have it so why ask me for it? I can produce an Incoice and put a stamp.on it with a backdated date. Doesn't make it legit.  Is there proof this was sent? Their lack of communication in this matter is horrific.  I want compensated for the lost clarinet.  Their communication record doesn't show all the  phone calls that I've made.  I did not drop the clarinet off either, the school sent it in on my behalf and I was never given a statement of having 30 days to pick up.   I seek compensation for the clarinet they lost. 
  
  Regards,
  
  ***** ********

*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. ↩