Complaints

• Initial Complaint

  04/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  November 2021: Requested quote with photos and dimensions. December 2021: Paid 50% of cost=$500.00 April 2022: Went to shop to pick up finished piece. It did not have a door on as pictured in request for quote. Now shop is saying they need an additional $250.00 to add a door. When I requested a refund they denied me.

  Business response

  07/29/2022

  Business Response /* (1000, 12, 2022/05/18) */ When customer originally inquired about the project at hand, there was no specification of there being a door. Th email stated "A cabinet with shelves kind of like the one pictured". On November 18, 2021 at 4:10 pm I emailed Mrs. **** to ask if I could speak with her about the scope of the project, which is when we asked her if she wanted a door on it like the picture had shown. 70% of our way through, Kurt asked again about the door to verify and we made contact with Mrs. **** again to which she responded the same, that she did not want a door. When the customer came to the shop to pick up the project, she was upset that there was no door. We emailed the customer immediately letting her know the cost of materials for the door trying to be kind by not adding labor costs to that finishing part. She called and I calmly listened to her scream at me over the phone for roughly fifteen minutes. Once I was able to explain myself, the customer continued to repeatedly cut me off belittling me and the company and the individuals who work within the company. Rather then listening I chose to hang up. On April 26, 2022, I immediately emailed her back to try and come up with a resolution (refund or completion), and she denied speaking with me, refused to come to speak with the owner and insisted he come to her home to speak. She emailed claiming she would not come because she didn't want to "get arrested if she disagrees with me". The owner emailed her to apologize and explain vet emergencies and to offer a refund. She accepted the refund offer and we mailed her a check May 4, 2022in the amount of $500. We have all pictures of emails, questions, updates, check scans, proof it was deposited May 12, 2022 by Mrs. ****. Even after offering and her receiving the refund, Mrs. **** has continued to harass employees, slander our name via social media, BBB and google reviews. This matter has been resolved on our end and we continue to apologize for the miscommunication and understanding of the needs of the customers project. Consumer Response /* (3000, 14, 2022/05/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) My original inquiry to Ballash Woodworks was via Facebook messenger. Their response asked me to email them what I wanted. In the email, I sent them two photos of a cabinet, one photo of the cabinet with the door closed and one photo of the cabinet with the door open. In both photos, there is clearly a door on the cabinet. I asked Mr. B****** if he could make something like this? He responded that he could and for me to send the dimensions I wanted the cabinet built to. I sent the dimensions then received an estimate for a cabinet with shelving and a price of $1170.00. Also, they would not paint, stain or varnish the cabinet. We agreed on the price, I went by the shop and paid 50% of the cost. During the 5 1/2 months it took Ballash Woodworks to actual build this cabinet, they never once called me for any reason. They claim they called and shed if I wanted a door on the cabinet and that us simply not true. I did receive four or five emails stating they had been sick so my project was delayed but no phone calls. The day I went to the shop to pick my cabinet up, I asked where was the door? Erin replied, I guess we need to put a door on it then. The next thing I know, I get and email saying I need to pay them $250.00 for a door. I called the office and tried to talk to Erin about this. I really couldn't say anything for her talking loudly over me then hanging up. I email Mr. B****** asking him 3 times was he going to honor our contract and he denied me three times. After that is when I posted my experience with them on my personal Facebook page, filed my complaint with BBB and filled out a review on Google. Everything Erin has said is a lie except I did receive my refund.

*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. ↩