Complaints

• Initial Complaint

  08/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On march 18, 2023 took two sewing machine cabinets in to get estimate to have restored. Was given verbal estimate of $1000.00 based on vast experience of doing this line of work to restore each one totaling $2000.00 from *************************** while in garage adjacent to main office . After agreeing to the $1000.00 each estimate we proceeded to go to main office where he informed his wife we were having the the two cabinets restored for $1000.00 each. *** said they normally request half down, but since we were having them both done they would only need $500.00 down and his wife wrote us a receipt for the $500.00 Receipt number ******. Next contact we had was a phone call July 12 2023 asking us to come up and pick out finish we wanted on cabinets. On July 14 *************** and picked out the finish. At that time there was a mention of additional cost of $200 for one of the drawers.Next call received was on July 24 2023 that first cabinet was done. Upon arrival was told the repair cost was $3450 well above $1000.00 quoted Second cabinet was picked up on 8-21-2003 and repair cost was to be $2637.50 bring the total to $6087.50. We were completely taken by surprise since we were never contacted about such a big price difference from what was quoted. After discussing the extreme extra charges *** dropped the charges on on second one to the original quote of $1000.00 His argument for the extra cost is they had more time in them then he planned on. I suggested to him a phone call would have been a good idea to inform us and allow us to decide what we would like to do considering the extra cost. We would like to see a $1000.00 refund since we didn't have that much money avail for this . Even with our requested refund we would still be paying over $1000.00 over the original estimate we were given on March 18 2023

  Business response

  09/05/2023

  Customer was told it would be at least a $1000.00 in materials and supplies for each cabinet. As is typical in the restoration business, work is performed on a time and materials basis. The items supplied by the customer were in a severely damaged state. The first item required extensive repairs, including much veneer replacement. The customer was informed of our shop rate of $75.00 per hour. The restoration of the first cabinet required 42 hours. Which would was $3150.00 in labor. We were able to use left over veneer from a previous job that did not charge them for, and only charged them $300.00 in materials. Bringing the cost of the first cabinet to $3450.00 less their  $500.00 deposit bringing the final cost with tax to $3112.25.

  We had been in contact with the customer throughout the restoration process, but had times when they did not return phone calls. As a small shop we had to continue the process and take it to finish. When the customers wife came to pick up the cabinet and pay the balance she was concerned that her husband would be upset with the cost of the restoration. At this time we had just begun disassembly of the second cabinet. I suggested that we could stop the process and re-assemble it and give it back to her. Or we could continue the process and cut some costs on the second cabinet, which was discussed at that time. Customers wife then agreed to continue with the restoration of the second cabinet, with the understanding that we would cut the costs of the restoration on that cabinet.

  Once the second cabinet was completed we initially discounted the cabinet $1000.00, because they had been a good customer and we had agreed to cut the cost of the second cabinet. The bill for $2637.50 was submitted to the customer. Phone calls were made and there was no response for a week. Finally I received a call from the customers irate husband about the bill. After a lengthy discussion and finding out that they were in a financial hardship I agreed to cut the cost of the cabinet to $1000.00. Thus covering only my materials and giving them the labor for free.

  When the customer came to my shop, he was very adversarial and insulting. He finally wrote me a check for $1000.00, took the cabinet and ****** out of the driveway nearly hitting an employee. While writing the check he threatened to take me to small claims court and called me a *****.

  The work performed for this customer was done to the highest quality and in good faith. Evidence of our workmanship can be found on our ******** page. Heirloom Restorations & More LLC ***********, **. Our shop does high quality museum restorations of antiques and clocks. This kind of work is never inexpensive. We have many happy, satisfied customers. I have never had to deal with such a rude and condescending customer as this man in all my time in the restoration business of 35 years.
  

  Customer response

  09/05/2023

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *********************

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