Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have taken my machine in 4 times for the same problem and I have contacted the corporate office with no resolved issues other than they want me to bring it back in for the 5th time ... I drive 1 hour to the business it's a 2 hrs round trip and to lift thos machine takes 2 people. I'm a 56 year old female that has disabilities. I feel that I have been very reasonable and now I'm just over all this why should I keep going back for them to try to fix it ...Business response
01/14/2022
Business Response /* (1000, 5, 2021/12/23) */ As a company we always strive to provide excellence in everything we do. These are a few of the of points that we need to make clear regarding this complaint: This Embroidery Machine is around 12 years old, and the machine has been used 7765 hours and registers more than 190,000,000 stitches. *Note - we have done service on machines for over 35 years and have never once seen a machine with a stitch count this high. Just like a car, or any other piece of equipment, embroidery machines after a certain amount of use does need maintenance. In fact, the embroidery machine manufacturers recommend a full service every six months-and that is for household use. The customer has told us multiple times that she is doing commercial work on the machine - she makes patches for motorcyclists that has name, birthdate, and death date. It involves a lot of small lettering and heavy stitch counts. The customer has been told multiple times that the machine she has should not be used commercially as it was not made to do so. The customer has also been told multiple times what can be done to prevent her issue from happening and she refuses to both stop using in a commercial manner and to do what we are recommending she do to help prevent the service issues. We have provided service on this machine for this customer in order adjust the operating issues of the machine. We have serviced this machine three times in the spring of 2020. In November of 2021, which was eighteen months after the last service was provided, B-Sew Inn's sales manager provided a free service for this machine. This expectation by the customer is very abnormal as most small appliance retailers do not re-service this many months later at no additional charge to the consumer. The Owner has recently communicated with this customer via email and offered to have a service technician review the machine and service records that has already been provided. However, the customer has not yet responded and seems unwilling to bring the machine back in to our service department. We cannot help the customer if she is unwilling to bring it back, but the main issue is the age of the machine and how it is being used commercially when it is not recommended by the manufacturer to do so.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.