Complaints

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used ******* **** upright piano from this business for $9000 in October 2021. While the piano was sold "as is," it also had a "full 10 years" "certified warranty." No defects or issues with the piano's condition were disclosed to me prior to purchase. The purchase came with one free tuning, in Spring of 2022. On March 16, 2023, I had the piano tuned for the first time by an independent technician. He informed me that the piano had serious structural damage that was "extremely unusual for a high quality piano" and would prevent it from being kept in tune. The structural damage includes numerous sound board cracks, rib separation, and a splintered and cracked bass bridge. He also noted rodent urine staining on interior components, demonstrating that the piano had been improperly stored and maintained in the past. The technician's report is attached.I contacted *********, informed her of the issue, and requested to return the piano for a refund. She sent her own technician, supposedly to 'inspect' the piano. However, he simply played it very briefly, refused to look at any of the damaged components, and then stated that the piano was playable in his opinion. ********* then refused to refund any of the purchase price, taking the position that the warranty does not cover any of the damage. She stated that she would exchange the piano for another ******* **** upright, but only if I paid her another $5000, because the other piano was in "better condition." She also offered to exchange the piano for a piano of significantly lesser value, stating that I owed her thousands of dollars for "rental" of the current piano. At that point, I told her I would instead proceed with an unfair business practices complaint.

  Business response

  05/26/2023

  Dear whom may it concern 
  I am writing this letter regarding on above name 
  First of all, I am so sorry to happen to her on this issue and for us It's the first time complain that happened since we started in 1999 and 
  The piano she purchased on 10/19/2021 was in perfect condition 
  - 
  We had been tunned first free tuning in 6 months after she purchased: It was great condition that time and she was happy 
  She called us on 3/20/2023 to correct this issue 
  We sent our technician immediately to inspect and offer one more free tuning if its still tunable, but 
  She denied our free tuning service and showed her independent tuner's paper which is fine crack in soundboard, but 
  Soundboard is not included in 10 years warranty, because 
  The soundboard damages according to humidity, sun exposed, climate controls which is maintenance in new customers house 
  Mostly almost 99% used piano dealer does not included the warranty soundboard damage due to above reason 
  Meantime, even fine line cracks in soundboard still tunable ex: most of good piano like ******** and ******* over 70 years old are all has find cracks in soundboard, but all good in tunable condition 
  Additional, Most of our customers bring their tuner to inspect before purchase, not complaining this kind of issue after 18 months later after she purchased even it was great condition after 6 months free tuning time after she purchased 
  Please find an enclosed Receipt and Warranty that we shared each other and All the used piano customers, not just ours are agreed and keeping order according to common sense 
  Best Regards 
  ********* ****, owner of the Christine's Piano

  Customer response

  05/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The business appears to be taking the position that the piano was "in perfect condition" when I purchased it, and that the damage occurred in my home after I had bought it. That is completely untrue. The damage to the piano--cracks in the soundboard, the bass bridge, and rib separation--is of a type that occurs when pianos are not properly stored and maintained. The piano has not been moved since Christine's Piano moved it into my house, and has been properly stored and maintained in temperature and humidity controlled conditions since then. Further, as the inspection report I attached to my complaint shows, the damage is in an "advanced stage" and is of a type that would take a long time to develop. The business states that it is typical to have cracks in the soundboard for pianos that are 70 years old. However, this piano is not 70 years old, it is approximately 30 years old. As the inspection report states, this level of damage is extremely rare in a high-quality piano of this age. In addition, the inspector found extensive rodent urine staining inside the piano. That could not have occurred in my home as I do not have rodents. It is also further evidence that, before the piano was sold to me, it was improperly stored and maintained, which would have caused the damage. As for the business's comment that I did not complain about the damage until 18 months after purchase, I was unaware of the damage until that time. The business did not disclose any information to me that the piano was damaged in any way or had ever been improperly stored prior to the sale.  It is typical to have pianos tuned every 6-12 months. As the business mentions, the piano was sold with one free tuning by the business's tuner. The tuner affiliated with the business did not disclose anything to me about any damage to the piano. Approximately a year later, I had the piano tuned by my own independent tuner for the first time, and that is when I first became aware that the piano had significant damage.
  
  Thank you very much for your assistance. Please let me know if you need any other information from me,
  
  Regards,
  
  ***** *****

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