ComplaintsforAndrews Refinishing and Upholstery

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******'s Refinishing was contacted May 25, 2023 for a furniture delivery request. During this conversation I was informed all my furniture items were damaged or destroyed in a storm that took place March 6, 2023. However, Andrews Refinishing contacted me March 6, 2023 to request a storage payment and never mentioned the storm damaged items. ******'s Refinishing also filed an insurance claim on my personal property the same date, March 6, 2023.******'s Refinishing never contacted me regarding the storm via telephone, text, email, letter or certified letter regarding storm and damaged/destroyed furniture. An ******'s Refinishing associate stated that the owner would follow up with me after the Memorial Day holiday. I never heard from ******'s Refinishing after Memorial Day 2023 until I contacted their office July 6, 2023. I was subjected to hostility when I inquired why Andrews Refinishing never contacted me after Memorial Day and after the storm March 6, 2023. I have sent ******'s Refinishing 20 plus emails regarding request for invoices, pictures and receipts. I continued to be subjected to hostility by Andrews Refinishing via email. I received an email that I was wasting ******'s Refinishing time when I requested information. July 7, 2023 I received unacceptable pictures of furniture items grouped together; instead of single pictures for each item that shows the front, back, left and right sides of furniture. I requested correct pictures and was denied pics. Andrews Refinishing requested that I come to their building to take photos or send an insurance adjuster. The incident happened at ******'s Refinishing and their responsibility to provide pictures and documents.

  Business response

  09/12/2023

  In order to keep transparency and honesty a main practice in our business please let us share a few key points this client has missed. March 6th was 1 day after the storm had hit and we had no idea at that time what was damaged, therefore unable to let ********************* know any information. We were not aware of the extent of damage until several weeks after the storm.
  After our insurance adjuster had evaluated the furniture and determined a compensation value for the pieces that were completely destroyed, they told us our responsibility was to repair all remaining furniture that was minimally damaged back to pre storm condition. which we have stated multiple times that we are capable and willing to do. 
  She has only shared 1 sided responses from her and nothing showing that we have provided her with 3 rounds of different pictures of all of her pieces, receipts and invoices for what she has paid for. We have tried very hard to work with her in resolving this issue to which there is a very simple solution. She also refuses to come to our shop to see her pieces in person. 
  Her furniture has been with us for just short of 3 years with an unpaid invoice. We tried to contact her multiple times to come pick up her furniture and all our efforts to contact her went unanswered for months at a time. If she had upheld her end of the agreement to pay us after our services had been rendered and pick up her furniture in a timely manner, her pieces would have never been in the storm in the first place. We have stated multiple times that we will uphold our responsibilities of getting the furniture back to pre storm condition but for unknown reasons she will not accept this solution. *Please see emails and pictures of us sending everything she has asked for and letting her know we can repair all the furniture and get it back to her.
  
  

  Customer response

  09/25/2023

  My pictures and documents were not attached to my initial complaint.

  1. July 20, 2023 and August 2, 2023 Email -  Request for pictures of damaged or destroyed items

  2. July 7, 2023  Email - Pictures ******'s Refinishing emailed to me

  3. July 20, 2023 Email -Email requesting Storm information

  4. Pictures of Furniture that ******'s Refinishing sent that does not show the back, left and right sides, top, bottom or corners of each furniture item. Furniture does not show close up images of all damages to each item. The furniture is located at his business.

  5. Paid Invoice  - ******'s Refinishing allows storage according to the note at the bottom of the invoice

  Business response

  09/26/2023

  Please note the documents and pictures ***** submitted were attached to the initial complaint and we have already submitted our proof of several rounds of photos, invoices and receipts we have sent her. In addition to the proof we submitted we would like to also address the fact that we stated the damage on the furniture was so minimal you couldn't see it in the photos and had asked ***** to either come in person to look at the pieces or send someone out to evaluate them and neither of these things happened. Again the resolution to this issue is for us to get her pieces back to pre storm condition which we are capable and willing to do. *Please see further documentation to support these claims. 

  Customer response

  09/26/2023

  I am rejecting this response because:   

  ******'s Refinishing continues to ignore the response narrative, documentation and the requests. I have asked for the following and he continues not to provide. In addition, I have stated that the insurance company will not be sending an adjustor to ******'s Refinishing. It is not my responsibility to take pictures at his place of business. He filed an insurance claim on my personal property and he provided photos for his claim.  

  
  (1) ******'s Refinishing did not provide credit card receipt dated March 6, 2023 for storage fees paid. 

   

  (2) ******'s Refinishing did not provide individual pictures of each furniture item listed to include the (1) front, (2) back, (3) left and right sides, (4) bottom and (5)corners 
           1.  Hall Tree
           2.  Black Panel Doors
           3.  Vanity
           4.  Vanity Mirror 
           5.  Vanity Stool
  
  (3) ******'s Refinishing did not refund $6,000 for the (2) Black Panel Doors 

   

  (4) ******'s Refinishing did not provide receipts for the purchase of the $6,000 door panels. Enclosed a copy of the receipts ******'s Refinishing provided.
  
  
  

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