Complaints

• Initial Complaint

  03/06/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a custom fabric from SMS in May 2024 after sending a sample for them to copy. The sample was a headrest cover. I paid $1050 in full upfront for 5 yards of fabric.I was told the fabric would be complete and shipped out summer 2024. I contacted SMS at the end of summer 2024 and they said it will be delayed until November the 15th 2024. I contacted SMS again at the end of November 2024 and they said its delayed until New Year 2025. I contacted SMS again at the end of January 2025 and was told its almost complete and will be shipped soon. After another couple of weeks I contacted SMS again, they replied telling me to be patient and these things take time. I have had a number of excuses such as the fabric is delayed in shipping as its coming from there warehouse. They confirmed it had arrived from there warehouse on the 18th February ************************************ I have asked for photographic evidence of the fabric, this gets dismissed.I have asked a number of times for the sample to be returned as the car it came from needs to be sold.I have requested a full refund three times and this just gets dismissed.The only resolution is a full refund and for my sample to be returned.

  Business response

  03/10/2025

  We have kept Mr. ****** in the loop throughout the process of making a reproduction of his rare VW fabric.     The order shipped out last week on the 7th of March.

   

• Initial Complaint

  02/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2023 I sent vinyl upholstery material to SMS to have fake vinyl stitching added to some and fake vinyl stitching with chrome mylar added to some. I also ordered material to buy without anything needed to be done to it. I was originally told ***** weeks well its going on 2 years and I still don't have my order. As recent as October of 2024 I was told they were working on my order. I want my order. There is no reason this should tale 2 years or even 1 year. They make you pay upfront and then don't care how long you wait.

  Business response

  02/11/2025

  A big chunk of your order was shipped out to you on February 4th.    The balance is coming shortly.    These projects are very labor intensive---hence the time delay.   

  ****

• Initial Complaint

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with this company on Oct. 11, 2022. At which time they said it was a year out to start. After said year I reached out about the order. I continued a back and forth with them for the following year. I eventually asked for a refund at which time the company has not responded. I am just asking for my money back as I have not received merchandise.

  Business response

  01/24/2025

  Your special order door panels are in the final stage of production.  I anticipate they will ship in early February.   Hang in there.    They're complex panels.   It should be worth the wait.

   

  Customer response

  01/26/2025

   
  Complaint: 22807191
  
  I am rejecting this response because: I have been told before that they were going to ship, and something always seems to happen.  As I stated before they were ordered in 2022 with a year to do.  It is now 2025 and I still have not received my product.
  
  Sincerely,
  
  Rod & ***** *****

  Business response

  01/31/2025

  The order shipped out on January 30, 2025

   

  Customer response

  02/02/2025

   
  Complaint: 22807191
  
  I am rejecting this response because:  If shipping has taken place on January 30th, 2025 please provide tracking information on said order.
  
  Sincerely,
  
  Rod & ***** *****

  Business response

  02/04/2025

  Tracking information was automatically sent to your e-mail address.    Maybe check your spam or junk folder.     I show the delivery to be scheduled for tomorrow.  You can give the office a call if you want more information.    I don't think it's a good idea to put tracking numbers in a public forum.

• Initial Complaint

  11/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hello, I ordered new interior door panels for my 1960 Pontiac Bonneville convertible that I was restoring. The order was placed on 9/2/2021. It was said the order would take about one year to fulfill. I hadn't heard or received anything by 1/13/2023 so I emailed *** at SMS. She said it is still going to be several more months. 7/12/23 *** said she could have my door panels shipped in August. 11/7/23 *** said she would have them done by the end of the month. 1/15/24 *** said these were supposed to be done. 3/24/24 *** said "First of April". 4/3/24 *** said "I will send you a picture tomorrow when I go to production". I've not received a picture or my door panels that I ordered. I would like SMS to finish these so I can finally receive them and install them on my car. Thank you.

  Business response

  11/22/2024

  So the basic heat-stamping has been done on your panels.   They are now in line for final assembly.    It looks like you have 5 or 6 ahead of you, so I think mid-December is approximately right for delivery.     

  ****

  Customer response

  11/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, provided they follow through as mentioned. Should I not receive this item within a reasonable time, I will contact the BBB for help once again.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  11/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On November 16th, 2023, I placed an order and paid for for a vinyl top from SMS. I was told it would take a few weeks to receive it and it never came. I reached out every month following to check on the status of my order and I was always told it would be a few weeks until I receive it. On May 17th, 2024, I received a vinyl top from this company. It was not what I ordered and I informed them right away. They acknowledged their mistake and told me they would send the correct color top and that I would receive it in a few weeks. To this day, I have not received what I ordered and it hasn't been without trying. Every time I called, I was told the same thing - it would be a few weeks. I finally reached out to the owner of the business in July of 2024. He got back to me right away and gave me a bunch of excuses as to why I hadn't received my order. After exchanging emails with him, he informed me that he would get the correct vinyl top out to me right away as they had figured out the problem. He stated I would receive my order shortly. The order never came. The owner then reached out to me to return the wrong vinyl top so they could resell it to another customer, meanwhile, I still didn't have the correct one. I returned it on 9/27/24. To this day, I've yet to receive the correct part or a refund of $940. I've sent the owner several emails, including asking him where my refund is at and I've not heard back from him. I have several emails detailing what has transpired including timeline and the original invoice.

  Business response

  11/14/2024

  The most current plan has been for the customer to return the vinyl top and for us to then process a refund.    The top has now been returned and we are processing a refund on November 16.     

  Customer response

  11/14/2024

   
  Complaint: 22524147
  
  I am rejecting this response because: I am not satisfied with this resolution. This company is now telling BBB they will issue a refund exactly 365 days after my original order. This company has jerked me around for an entire year, given me excuses, argued with me, and transferred me around to various people in their company. I have clear and definitive proof with phone calls (attached - from current phone, more calls made on old phone) and emails of everything that has transpired with this company. I have spent over 24 hours sitting on hold, drafting emails, and going back and forth with this company just to receive the product I ordered and was told from the very beginning that they could deliver the product in a few weeks time. The owner has told me he would correct the issue and send me the correct part. He then rescinded his message. He was more concerned with fulfilling other customer's orders than correcting mine. I even have recordings of the phone calls I made to this company and could send those as well. It has now been a month and a half since they received the wrong product back from me but yet they claim that they just now received it. 

  The resolution for this situation should be immediately receiving a full refund along with the order I originally made November 16th 2023. 

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

  Customer response

  11/22/2024

  Hello,

  Yes, I just noticed a refund of $940 came through my account a few days ago. I would strongly suggest that the context of this complaint remains public because this company should not be in business. Everyone should have a heads up regarding their business practices. I read over 50 negative ****** reviews within the last year and they all say the same thing. Countless hours have been spent on my part going back and forth with them only to receive the money back I paid and no product. 

  Thanks,

  ******* ******

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ODERED PRODUCT FROM THEM IN MARCH, WAS TOLD WOULD BE DONE IN JULY, THEN TOLD SEPTEMBER THEN TOLD OCTOBER NOW ITS END OF OCTOBER AND I TALKED TO **** WHO IS EXTREMELY RUDE AND SHOULD NOT BE A PERSON WHO ANSWERS PHONES THAT SHE HAD KNOW IDEA AND THAT SHE HAD TO CHECK WITH PRODUCTION, THAT IS THE SAME THING SHE SAYS EVERYTIME, I ASKED FOR THE OWNERS NUMBER AND SHE SAID NO, SO I LEFT MY NUMBER FOR HIM TO CALL ME BACK, STILL NO CONTACT FROM THEM AT ALL, STILL NO PRODUCT.1500.00 FOR TWO FRONT SEAT COVERS FOR A 1964 DODGE POLARA. AT THIS TIME WE WANT OUR MONEY BACK!!!!!!MY *********************************************************** ENERGY TO DEAL WITH PEOPLE LIKE SMS. HE HAS TO TAKE CARE OF MY MOM PRETTY MUCH FULL TIME

  Business response

  10/30/2024

  The seat cover set in question is in final assembly.    It will be ready to ship by this weekend.    We should ship it on Monday, November 4th or sooner.     I understand your frustration---as I, too, am in my 70s.    Time is getting short for us oldsters.   We need to get this order to you pronto!

  ****

  Customer response

  10/31/2024

   
  Complaint: 22492608
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** D***

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made the purchase for my upholstery on November 27th 2023. SMS charged my debit card in FULL at the time of order. When I completed my purchase, I was told i would receive by end of may. At the beginning of May I called to check in to make sure we were still on track for the timeline I was told at the date of purchase. She said, for the seat upholstery we were still on track for the last week of may. I waited until Monday June 3rd to call and check in because I did not receive the seat upholstery, or any shipping status that it was on the way. They were extremely rude to me on the phone and asked me if I wanted them to go out in the shop and tell everyone to stop what they are working on and finish my upholstery. I just respectfully asked her to send me my upholstery asap because I have waited 6 months. They got back to me after a few days and told me everything is going to take another 2 months. I tried calling every day for a week and emailing multiple times. Finally someone got back to me and said they would be shipping out at the end of the week. I received the products on July 18th 2024. The products were HORRIBLE and mixed colored vinyl. I immediately emailed them and they told me to send them back and they would fix them asap. I called them every week and they continued to lie and tell me they were sending them out this week. I received the fixed products on August 16th. They were absolutely horrible fitting and completely unacceptable for this level of auto restoration. At this point, I have painfully waited 9 months for horrible products and spent a lot of money. I used a very reputable upholstery company to install the covers and he told me that these seat covers were the worst quality upholstery he had ever seen in his career. He had to modify them in so many ways to even be able to attach to the seats. The seat upholstery from SMS is extremely loose fitting and the stitching is coming apart. If I had them tightened up, they would rip!

  Business response

  09/04/2024

  It sounds like you have installed and are using the seat cover set.     If you are still unhappy with the fit and the sewing, send us a bunch of pictures to show us what you mean.    If we agree, we'll make you a complete new set.    You will be able to keep the set you have now in the meantime.    But, to be clear, I need to see what you are talking about before I will commit to a free "redo".

  ****

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order in August of 2023 and paid in full. I sent original fabric pieces for them to compare to. One year later I've received nothing and I have no idea if/when I will get what I paid for. I've emailed numerous times and all I get is the run around. Realizing I've been taken for ******* I then asked for my original pieces back and they are no longer responding to my emails. I feel like this business is intentionally taking money with no intentions of performing the service that's been paid for. I've also filed a complaint with the *********** of Justice for fraud.

  Business response

  08/09/2024

  We have been working hard on your rare 1961 ********** fabric.   The special design needed is almost done; the special yarns needed are almost ready; the special weaving set up is almost done.    This is a time consuming project, but we are making progress.   Hopefully you can wait a while longer and allow us to complete the work.

  ****

  Customer response

  08/10/2024

   
  Complaint: 22102121
  
  I am rejecting this response because:

  There is still no stated completion time which means it will not get done.  I've asked for a refund and the return of my original materials and that is what I would like.  I do not have any faith that SMS is working on my project even though I have already paid in full over 1 year ago.

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

  Business response

  08/19/2024

  ************** has asked us to send his old seat cover sample back.   We are doing that for him.

  ****

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Invoice/Order #****** dated 22Feb2023 for front/rear door panels for 1959 Ply Sport Fury. Paid $1,395.00 for original style panels when order was placed. It has been 17+ months that I have been waiting for panels. Have inquired about delivery date several times and get non-definitive answers as to when my order will be ready. Replies such as "maybe next month", or "seamtress is on vacation" and god-knows, what other comments always leave me hanging. The door panels are the last of a three part order placed in Feb 2023 which also included seat covers and carpet. I do not want to cancel my order as color matching seat covers and carpet have been received. I am already concerned about mis-matched materials as so much time has passed. I am asking BBB Great West + Pacific to intercede in this matter. I cannot auction or show my vehicle without interior door/side panels and has resulted in the car sitting and waiting now for almost 1-1/2 years.

  Business response

  07/17/2024

  Let's finish the job for you.    You have 3-4 ahead of you at this time.   Then we will get your panels finished.      I think middle of August is about right at this point.

  ****

  Customer response

  07/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Art **********

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a vinyl top and paid in full $600 on February 7, 2023. The fabricated vinyl top was sent to me May 8, 2023 but was incorrectly made. The size was incorrect, the seams were 3 off and in the wrong places. Obviously, an original factory pattern was not used. I called SMS and they had me return the fabricated top and this time, I also sent along my original top to use as a pattern to correctly make the top. I returned the top May 23, 2023. I was assured by *** at SMS that the new top would be made using my original as a pattern.I waited 12 weeks and not having received the replacement top, I called *** every month asking where is my top. I wrote the owner, *********************** about the problem on Jan 18, 2024. He finally responded Feb 16, 2024 "I will try to have a solid answer by next week for you. I called in March 2024 and told ******** was tired of waiting, had lost confidence and wanted my money refunded and my original top returned. She informed me they had found another source to make my top. June 17, 2024 (16 months from when I paid in full) I received the 2nd remade top. IT WAS EXACTLY THE SAME AS THE FIRST. INCORRECTLY MADE WITH THE SAME INCORRECT DIMENSIONS AND THE ***** IN THE SAME INCORRECT PLACES. On the box, it had come from a company Acme Auto which is a wholesale soft trim products company. It was a cookie cutter top that other companies Acme Auto distributes to charges $224 - $379 for. I called *** and told her the situation and asked to have *********************** call me. I am still waiting for a reply..This situation is inexcusable.This is not how customers should be treated and it is obvious from the hundreds of BBB complains and other complains on the internet that I am not the only individual having problems with SMS. Poor customer service and total lack of communication once SMS gets your money seems to be a SMS culture. I am hoping this BBB complaint will encourage SMS to refund my $600 and return my original top. Easy solution.

  Business response

  06/21/2024

  ***** and I have communicated and we are finishing up the vinyl top in the exact style he wants.   It will take us a couple of weeks, but we should have complete success.

  ****

  Customer response

  06/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Customer response

  09/04/2024

  
  
  Dear BBB,
  
  I filed a complaint against SMS Auto Fabrics June 20, 2024. This company has had my $600 for **************************************************** full to have made.
  Pursuant to the complaint, the owner called me on June 21, 2024 and informed me the item would be made and delivered to me "in a couple weeks". 
  Here it is over 2 months later and I have still not received the item (a car vinyl top) nor have I received a refund or the return of my original vinyl top I provided to them for a pattern.
  This company is a scam.
  They have 125 BBB complaints against them in the last 3 years - and how many before that?
  So where do I go from here?
  I have filed the complaint, the owner of SMS called me and told me it would be resolved, but nothing has been resolved.
  Is Law Enforcement next?
  If you read the other complaints, this taking of client's money and then not providing the service is a recurring theme with this company.
  Thank you for your help BBB.
  I have attached the complaint documentation below.
  Complaint #********
  ***** *******
  

  
  

  Business response

  09/04/2024

  I'd say it's time to take a step back here.    We have made the top twice so far, but while it fits the car, it is not exactly what Mr. ******* wants.    To insure that the next go-around is correct, we had Mr. ******* send in his old, original top.    We are working with that pattern now and should be done with the new top shortly.   Hopefully this version is acceptable.    Just about everything else written in the complaint is unnecessary bashing of my company---a company that is ACTUALLY trying to help the customer achieve his goal.    If a top that fits the car was easy to obtain in the marketplace, I'm sure the customer would already have made the purchase elsewhere.    Let's move forward here---not move sideways or backwards with unnecessary accusations.

  ****

  Customer response

  09/05/2024

   
  Complaint: 21879923
  
  Lets get some facts straight. This company, which is known for custom factory correct interior materials and fabrication, has not made either top. Both came from *********, a supplier. Both were generic and incorrect for the car.  I paid in full Feb. 7, 2023 (it is now Sept 2024) for a custom made factory correct top. When I ordered, I asked ******: Should I send you my original top to use as a pattern since the car (an Oldsmobile Toronado)is an unusual car? ******: No, we have the factory patterns. We do not need it. After the first one was incorrect, the seams 3 inches off (you call that fitting the car huh?), at my suggestion, I removed and sent my original top to SMS to use as a pattern, only to be sent a second generic top from Acme with seams 3 inches off. A generic top is not what I paid for nor what I originally discussed with ****** I would receive. The owner called me, discussed the problem and told me SMS would make me a top using my original as a pattern in house in a couple weeks.  It has been 10 weeks and still no top. I paid for it 1 year and 7 months ago for a simple vinyl top, not an entire custom auto interior. So what am I to think about my treatment from SMS? Proper customer service is when a client has an issue like this they are prioritized and put to the front of the list, not ignored for a year. The question is: will I ever receive the vinyl top I paid for 1 yr 7mo ago?
  
  Sincerely,
  
  ***** *******

  Business response

  09/16/2024

  Making the top now to your specs---in house.   Not outsourcing it this time.  

  ****

  Customer response

  09/16/2024

   
  Complaint: 21879923
  
  OK, that sounds great. I put a note on my original top - there are no seams between the side roof pieces and the A-pillar extensions. My original had been cut half way down at the A-pillars (due to rust damage underneath and why I am re-doing the top), but per factory, there is no seam between the roof and A-pillars. It is one long continuous vinyl piece from A-pillar to roof and back to the C-pillar tail on each side (with the roof section seams in between). Thanks
  

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

  Business response

  09/23/2024

  Yes.   That's the way we'll do it.

*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. ↩