Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired the company to replace drivers seat interior. Cost was $450. Soon after work was completed the interior was cracking in a specific area. Called the company and they came out and looked at it. They said there is nothing that they can do that it was our fault and that what we should do after every time the car is driven to wipe down the seat to prevent the material from cracking. After much discussion they offer to repair for an additional $250. I thought that was inappropriate and improper customer service. So I did not commit to an additional $250. Shortly there after the seat cover began to come apart at one of the seams. I sent a text message to the company owner who I’ve been dealing with and have not heard back. All That I’ve ever asked is to fix what they did.

  Business Response

  Date: 09/27/2022

  When the customer reached out to us because he was having some issues with the seat we recovered, we scheduled a time to look at it. When we saw the damage it was clear immediately that it was due to something being applied to the synthetic leather in certain spots. The entire seat was recovered but he only had 2 spots about the size of my palm that were dried out and the rest of the seat was like new. When asked what was being applied to those spots, the customer denied anything was on the seat in those locations. When I asked who drove the vehicle, he said his daughter drive the car and she wouldn't have put anything on the seats either. I suggested that maybe she was wearing tanning lotion or something similar that was rubbing off on those spots because the spots felt greasy, he said his teenage daughter doesn't wear anything on her skin that could transfer. I said I was sorry he was having this problem but foreign substances that dry out the material weren't covered under our warranty, but I would recover the seat for my cost in materials and I would do the labor for free. He complained about being a single dad who was always broke even though his teenage daughter drives a Lexus. After a few more conversations he agreed to the materials only cost to redo the seat, so we scheduled it, only to have him text back the day before saying we should do it for free and threaten to give us bad reviews. I tried to make him happy but some people just want some things for free.

  Business Response

  Date: 09/28/2022

  I'm sorry the customer is not happy, but my offer to repair for materials cost only ($200) was fair considering the customer damaged the seat. I have received a couple seats in the past when it was clear that the product used was to blame, i.e. the entire seat dried out and was cracking, but after a couple of those I found a higher end synthetic leather product that I have been using for over 5 years and have had zero problems except for this customer, and as stated before his seat is only dried out in 2 spots, the rest of the seat is like new, therefore it is an end use error and not a product failure. So I will not redo this customers seat. 

  Customer Answer

  Date: 09/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  **** *******

   

  this business is absolutely inaccurate with this assessment. To say it’s user error is ridiculous. The user just sits there that’s all they do and the seat cracked and is now coming apart at one of the threads so it has nothing to do with user error. Poor quality, poor material, poor customer service.