ComplaintsforTwo Feathers Restoration & Design

• Initial Complaint

  08/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 19 2023 Kathy Sarvary and I (Sarah Hills) took our 2018 Dodge Promaster to walk through some things we wanted fixed and/or upgraded. Please see attached documentation. The owner of the business was present but was with another customer so he had me go over the job details will Jay, the guy who was going to do the actual work. We spoke about relocating three batteries (we actually returned with three new lithium batteries that I purchased. Jay was to install the new batteries and secure them safely. Jay was also supposed to install a switch for a water pump that I had set up in a base cabinet. Jay was also going to consolidate and give us a diagram of the wiring and a walkthrough of how things worked. Last, we spoke about moving the shore line to the other side of the van near the consolidated new wiring. When we picked up the van, we were told that they only had enough time to wire the batteries and attach the pump switch. I was flabbergasted and Jay said these things take time and we had only authorized 8 hours of work. We asked to speak to the owner who blew us off and acted busy training someone on the computer. He took our payment and said our receipt would have to be the credit card statement as he was busy and couldn’t print it right then. We left feeling “taken” but decided we would let it go and find another place in future to finish what we had planned to do. We took the van on a trip after this service and the inverter no longer worked to charge even our coffee maker. Then the $1000 fridge blew. We returned to Two Feathers and asked for our money back or, at least part of it, *** *** ***** **** **** *** *** ****** *** *** *** ************. He said he had no money and nothing he could do. The irony is it appears they did nothing in the first place but damage our system rendering it unusable and we paid them $1400 to do so. We are looking for our money back.

  Business response

  08/03/2023

  This customer did come into the shop and did work with Jay who was a new hire with us. We do not know anything about his personal status other than he is no longer with our company.

  Customer authorized 7 hours of work to be performed. The van owners had a list of things they would like us to try to complete. The priority was the batteries being moved from behind the driver to another location that was safer and to relocate the electrical system from off the wall where it was to another location and other items on the list. Jay attempted to complete as much as he could in the time he was given. They were instructed that he may not get to everything but he would do what he could.

  NOTE: Customer supplied non recommended batteries, Used pre existing converter that is an older system. only new items was wiring to relocate pre existing electrical components to a new location as requested. 

   Once Jay had completed his work, he would have tested the electrical system per our policies.

   The customer did pick up the van and paid with a credit card. To date there was no reversal and the customer had up to 30 days to file a complaint with her credit card.

  The customer came to our office on July 21st 2023 in the afternoon. The two female owners came in. The first female came in and demanded a full refund from the repairs. She was very agitated and rude. It has been about three months from the time of repairs. I did ask why she waited so long to come in. She did not answer me. I did ask what the issue was. She did finally answer by stating the following:  "When they plug in the coffee maker the electrical system will shut down." I asked further questions as I could. She was clearly upset and worked up. I tried to explain our policies related to repair. I instructed her that we just don't hand out money.

   The second owner entered the office. She was able to calm down her partner and was able to understand what I was stating and tried to talk with her so that we could move forward and get the van repaired.

   I had instructed to them that our company policy requires that if a customer has a problem with a repair/modification, we need the vehicle brought to us for us to look at. I personally as the manager will look at it and inspect for any wrongdoings on our part. Take any needed photos and compare them to any photos our employee may have taken in our software while working on the project. I also review the original invoice to understand what was expected of the repair or modification. If needed, I will test the electrical system in this case. I will also note if there is a product failure such as items we did or did not install.  This has happened in the past where a component fails due to age.

   If our employee has installed something wrong for example. The repair will be corrected at no cost to the customer within a reasonable amount of time from the original invoice.  Anything Electric is 30 Day policy.

   What did however, was willing to waive the 30 day policy in this case. We set up an appointment for July 24th 2023 on Monday. They did state that they had added to the interior of the van and had to remove a few things before bringing it in. I asked that if you need to change the date just give me a call.

  Monday the 24th came. I had cleared my day to handle just working on their van only. I was ready at 10 am. They never showed nor called. I have not had any contact from them till 8/2/23 when a Google review was left that included a threat of a BBB complaint

   

   At this time, Because the customer has failed to comply and honor the appointment that would allow us to repair the van. IF we had any faulty work performed. The customer would not have waited beyond 30 days to contact us with issues. It is now about 3 months after the work was performed. We will not be issuing any refunds at this time. We feel this customer has failed to prove to us that there was any faulty work on the part of our employee. They stated further work has been performed on the van. We can not guarantee that someone has added or changed work for which we had done in our shop. It was clearly working for more than 30 days if they just now came to us.

  We believe at this time that the customer is looking for free money. Kinda like a dine and dash trend that is going around.

  Business response

  08/04/2023

   They authorized up to 8 hours of work. They were billed for 7 hours of work performed.Including any materials. 

  Again, I have never seen this Van in person from the time it left the facility. Regardless of when they discovered an issue. Regardless of my personal disabilities I still work in the shop. I still made a appointment for them to come in and for me to directly address their issue per our company policy.

   The fact that the employee that worked on her van is no longer with our company does not matter in this case.

   Again, Our company policy was extended to you to bring in your RV for us to address the issue and you failed to comply with this policy. We were not obligated to make any repairs as you were beyond the 30 days for Electrical Items.

  Most companies have this policy or one similar in place. It gives us a chance to determine if the repair is our fault or if there is other issues happening. To date, You have continued to ignore the fact that you refused to comply with our company policy. We can not prove that you did not damage the work we had performed. There has been a bit of time that has passed. You even admitted that you have done additional work to the vehicle.

  I needed to see the vehicle in person and compare it to the wire and brand we use as well as any photos my staff may have taken to confirm the work.

   Had you followed our company policies, you may have had a repaired RV at this point.

   We are not issuing any refund due to being outside of our policy requirements not being meet by the customer.

  Customer response

  08/07/2023

   
  Complaint: 20414032
  
  I am rejecting this response because:

  We have done our own research and this business appears, at best, sketchy. After leaving with the van before any of the new problems surfaced, we felt ripped off. They did what seems like it should have taken an hour to do. - wire 3 batteries and add a switch the the fuse box. Clearly in the 7 hours they charged us for they managed to screw even that up. After problems started surfacing and due to the manager’s response we were reluctant to take it back to him. Yes, we sought out another place to have the van fixed because we wanted it fixed correctly and in a fair amount of time. Obviously the manager is not even interested in sharing the cost of our loss with us. We learned the hard way.

  We hope that this BBB file helps other consumers. Do not trust this business. We should have looked into them before we took our van there. We saw Two Feathers RV on the way to Greenfield and were excited that it was a local business. Our bad. Don’t assume.

  
  Sincerely,
  
  Sarah and Katherine

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