ComplaintsforTops Vacuum & Sewing, Inc.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Tops Vacuum & Sewing in December of 2023 to have a technician come to my home and service the longarm sewing machine I bought from them on 3/22/14. I requested to have it be put back on its 10' frame, have a handlebar function repaired, have a tune up done and be put in running order. The price quoted was $400. Two technicians came on 12/12/23. I paid them $400 by check.The machine didn't work when I tried it. I called the company and was told I would be contacted to set up another repair date.Shortly afterward that day the owner of the company, *******************, called me and insisted I needed a new machine and that he definitely would not send anyone back to fix my machine stating that he had sent technicians to my home too many times over the previous years for warranty work. It is 1 of 2 machines I have purchased from him. He unfortunately confused warranty work with this hiring of his company for repair work. His website says they "repair all brands of sewing machines" and "our certified technicians are able to serve all of ***********, tune up, and general maintenance needs." He called me "stupid" and hung up on me.Since ************** made it perfectly clear that he would not provide the service I paid for, I have had a qualified repair person fix my machine. I had to pay for this second service call which means I have paid twice since Tops Vacuum & Sewing charged me for a service which was not performed correctly.I called the *********** and left a message. My call was returned and I was again told that the company had nothing to offer me. I informed them that I sent ************** a letter on 12/28/23 explaining that I wanted my $400 refunded since the repairs were not done correctly. Within minutes ************** started texting me and called me a "witch.''The letter I sent stated that if I did not get a refund from them by 1/15/24 I would be filing a complaint with the Better Business Bureau. ************** did not respond to the letter.

  

  Business response

  01/22/2024

  am writing in response to the complaint filed by ******************* concerning the service provided by our company. We take customer satisfaction seriously and appreciate the opportunity to address this matter.
  
  ******************** service was successfully completed as requested on December 12, 2023. ************** ensured that the machine was in working order and demonstrated its functionality to **************** before concluding the service. However, ******************** subsequent request for warranty parts and additional service could not be accommodated due to a voided warranty and an exceeding number of service requests.
  
  We regret any inconvenience caused to **************** due to the unavailability of additional service. Unfortunately, given the 10-year age of the machine and the voided warranty, we are unable to continue providing service for her machine. This information was communicated to **************** on January 2, 2024.
  
  It's important to note that Tops completed the initial service in a timely manner, and based on the circumstances, a refund is not warranted.
  
  We appreciate your understanding in this matter.
  
  Thank you.

  Customer response

  01/22/2024

   
  Complaint: 21154955
  
  I am rejecting this response because:the only part of the sewing machine that was tested was a button that raised and lowered the needle.  That part worked for 2needle raises for me then stopped working.  The machine was not loaded with fabric and tested.  I would have done that when the technicians were there but they never asked me to do that and I mistakenly believed they knew what they were doing. I had to pay another company $300 to put my machine back in working order.  I KEEP REPEATING THAT THIS WAS NOT WARRANTY WORK  IT WAS A PAID SERVICE CALL!!!! Perhaps others interested in purchasing machines from him need to know there is a limit to paid repairs and that he doesnt stand behind his work  
  

  Sincerely,
  
  *****************************

  

  Business response

  01/24/2024

  We acknowledge that the service call was paid, and we maintain our stance that the equipment was in operational condition when ************** completed the job at the customer's residence. The events following our service are unknown to us, and we cannot determine the cause of the machine malfunctioning again. Considering the machine's 10-year age and the voided warranty, it is likely that the customer may encounter ongoing issues with the machine. We respectfully request this matter be closed. Thank you.

• Initial Complaint

  05/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife bought a Juki sewing machine from Greg Tops. The first one did not work out of the box and was DOA. He issued a call tag and we returned it and he sent us another one. That was fine and the type of customer service that would not only warrant us to be loyal customers, be since my wife is a sewing instructor, she told all of her students this is who she now recommends. Today her new machine broke. She called Greg and explained the situation. After their conversation, she said she needed to talk to me to find out which store was closest, and so see when I am off work and she would call him back. Since the stores are about 1 1/2 hours from us, this was something we needed to coordinate when I am off work and also to be sure it would be able to be repaired at that time and that we were not just dropping it off. Not only would there be downtime, but three would also be a 2nd trip. She called him back and he immediately got rude with her, saying "I don't know, it's a Monday. I'm not even listening. Just bring it in on Saturday." The rudeness flat-out shocking. She got off the phone very upset and never got as far as being able to ask if they were planning to repair it, or if we were just dropping it off. I called him back because we still needed to get answers to questions and when he answered the phone and told him who I was, he started shouting f-bombs and profanities that were so loud, I could hear the echoes in the background that sounded like he was in a warehouse. His last words were "I have an idea, why don't you go f___ yourself!" and hung up the phone. Not only is this beyond bad business, but this is flat-out abuse. We did not deserve any aspect of this type of behavior. My wife and I both have/do run businesses so we understand dealing with difficult customers. We were not difficult and only wanted to get a few answers to some questions. Now we have a broken machine with a 10-year warranty and his solution is to f_ myself.

  

  Business response

  06/14/2022

  Business Response /* (1000, 5, 2022/06/02) */ While this is an unfortunate situation, what the customer fails to inform here is that he and his wife were calling the owner of our 11 retail locations ON HIS PERSONAL CELL PHONE, ON MEMORIAL DAY. Running 11 stores with 40 + employees is very stressful. Family is often the first casualty of these demands, so every day off is precious. Mr. B. was trying to enjoy his day off with his family. As rude as Mr. B. was, it was equally rude for these customers to bother him at home on a holiday. Nevertheless, we stand by our warranty and are happy to repair the unit. Unfortunately, we, like any other sewing repair business, are unable to fix machines on the spot. They must be left for repair. This is common place in our industry. Consumer Response /* (3000, 7, 2022/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Update: We contacted the BBB on Monday night. The next morning, Greg, the owner called us 4-5 times before 8 am. We did not answer, and he left a voicemail, cussing at my wife and making threats. At that point, we called the police, and we have his voice mail forever available to show anyone who would need proof. In response to their remark about calling his personal phone number: he was the one who wrote his number on a piece of paper when we bought the machines as the the number to call should we have any questions. If he did not intend to be reached, he should have provided the store number, not his personal cell. That was his choice. Furthermore, we looked online to make sure they were open before calling. If he was not wanting to receive business calls, he should have not answered the phone. Regardless, neither my wife's or my demeanor warranted his abusive language. She was trying to find out if the machine would be repaired while we were there since it is at least a 4 hour round trip just to drop it off, then again to go pick it up. She teaches sewing and quilting classes, and had to figure that out, and coordinate with me since I would have to take her, and I travel for work. She couldn't get to the point where she could ask the question because he told her he wasn't listening and to call back Saturday- which was 5 days later! This whole situation has been a particularly horrific experience because my wife had an extremely abusive childhood. Greg's explosive behavior was just like that of which she escaped. It took over 2 years of EMDR for her to move through those memories. This has reopened some of that. This and the need to get the police involved, all over a sewing machine. There is absolutely no excuse for this, and after reading other reviews on BBB, Yelp, and Google, this seems to be the norm. It needs to stop. What kind of a grown man would speak to another woman like this, more than once. Their BBB response says for us to bring it in for service, but the last thing he told me was that I could go f___ myself and don't come into any of his stores. They did not offer a viable solution, yet we still have a 10 year warranty that per Greg, includes parts and labor. Business Response /* (4000, 9, 2022/06/07) */ Again, we stand by our warranty and are happy to repair the unit for this customer. The customer simply needs to bring the machine to any one of our stores and leave the machine for repair. IF the customer refuses to bring the machine in, there is not much more we can do. In any event, we request this case be closed - we have agreed to repair the machine under our warranty if the customer so desires.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 2/10/22 I took my Royal vacuum in to replace the belt. I was greeted by Larry who stated that is too much vacuum for you I have others here that will work better for you. I politely declined and stated that I only needed a replacement belt. He responded we will see. After examining my vacuum, he told me I was lucky it was in such good shape as he had others waiting for repair parts and it takes 6 months to get them. He told me he was short handed due to the pandemic and it would be a week to get my vacuum back. I went in to pick up my vacuum on 2/19/22. I was greeted by an older man who went to ring up the sale while a younger man went in back to retrieve my vacuum, as another older man observed from nearby. As the young man wheeled out a vacuum, I said that one isn't mine. I have a much newer model. The older man at the register became very hostile and told me it was mine, that it had a work order tag with my name on it and that it was the only Royal vacuum they had in their store in years. I showed him that the rusted out relic that appeared older than I am had different dials a different brush and was missing all of the shiny chrome that my model had. I asked him to check the serial numbers to which he stated I would need to bring in the original sales receipt which I still have. I left the store. These people stole my Royal vacuum.

  

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/28) */ We have resolved this issue with our customer - we have given her a replacement machine and she is satisfied. Please close this complaint. Consumer Response /* (2000, 7, 2022/03/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The Owner apologized and gave me a replacement vacuum.

• Initial Complaint

  07/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On or about March 3rd 2021, i purchased a Brother embroidery machine model PR 670-EC at Tops Vacuum and Sewing Machines. After a month of use the machine stop working, i took it to this authorized dealer. The person in charge named Warren A. said that after an inspection the problem was a bended piece on the needle threader. Then after a couple of weeks the machine stops again, and the same issue this time his statement was ( Warren A. ) machine was jammed. I have been taking this machine 3 times in less than 4 months for the same problem and the only answer i get from this store is that it was jammed. I also contacted Brother the machine manufacturer and the open an investigation, the last statement from Brother is that Tops Vacuum said that the machine is ok. The machine still making weird noises and i am afraid some major issue could develop.

  

  Business response

  07/29/2021

  Business Response /* (1000, 5, 2021/07/15) */ Customer called and indicated that the needle threader did not work. We obtained the part needed and immediately repaired the needle threader. When the customer picked the machine up, she was shown in the store that the machine was in proper working order. The second issue occurred when the customer jammed the under trimmers. We put the customer ahead of everyone else and again repaired the machine. The third time the customer came in, she indicated that there was a "noise" in the picker. Not only did we evaluate the machine and find it in proper working order, but we consulted with the Manufacturer's tech support on the issue to be certain. Our certified technician and Brother's certified technicians both agree that the "noise" the customer is hearing is normal. Customer was advised of the same. When the customer picked up the machine, she was again shown that the machine is in perfect working order. The customer then stated that the manufacturer, Brother, had said that they might give them a new machine if they continued having problems. Upon inquiring with Brother about this, Brother said this was not true. This customer's machine is in perfect working condition. We have repaired the machine as requested, and will continue to do so if there is any genuine issue with the machine. Accordingly, we respectfully request this case be closed. Thank you.

*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. ↩