ComplaintsforSims Custom Shop

• Initial Complaint

  04/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Sims Custom Shop has received my bass for repair and refinish on the 3rd of February, 2021. The quoted turnaround was approximately 13-14 weeks from receiving the instrument. He was very responsive until I paid up front the whole amount before I shipped my bass. After sending him an email on 09/Sept/2021 way after the estimated turnaround, I haven't heard back from him until I contacted him on 14/Oct/21. Since then he just gives me the same updates. Here are our messages with dates: ME on 10/13/21, 5:45 PM: "Good afternoon Patrick, Do you have some updates and an estimated finish date on my Spector bass? Thank you and regards, ******" SIMS on 10/13/21, 11:04 PM: "Yes, we need to get it shipped out. I will be out of town until Wednesday, it is on my schedule to get finished up, boxed up and shipped out by the end of that week, may be that following Monday at the latest. If you would please confirm the address you want it shipped to. Thanks, Patrick Then he requested my address and zip and haven't heard back from him for a month. ME on 11/24/21, 1:01 PM: "Hello Patrick, Happy Thanksgiving! Do you have and idea when you'll ship the Spector? I've seen your post about the other Spectors and Warwick and they're stunning! Can't wait to see mine! Take care! ******" SIMS on 11/24/21, 1:21 PM: "Hello ******, thanks! It’s about ready to box up. I’m sure it’ll go out this coming week." ME on Jan 3, 2022, 10:06 AM" "Hello Patrick, Happy New Year! Do you have any updates about the Spector? Thanks, ******" SIMS on Feb 24!!!!!, 2022, 8:10 PM "******, yes I just need to get it boxed up. I plan to ship it out next week ( probably end of the week)" I've sent him a summary of these messages on 24/March/2022 no response ever since of course.

  Business response

  05/08/2022

  This instrument (a Spector bass painted Ferrari red) has already been painted and shipped. Tracking information is FedEx is ************
  
  Pictures of this instrument completed can also be found on all of my social media accounts (Facebook, Instagram, YouTube, etc)
  
  I notified him when I shipped the body as well as sent him pictures and he responded “Awesome!! Thanks so much!!!”
  
  I have attached a photo of the shipping label and pictures of the bass to this complaint via the BBB's document upload tool.

  Customer response

  05/09/2022

  
  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,
  
  ****** ******

• Initial Complaint

  04/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I contacted Sims Custom Shop initially about doing a swirl paint job on a Warmoth body in late June 2021. I also contacted about a 1989 Ibanez RG 760 to be refinished in its original color in July of 2021. I shipped the Ibanez first in the middle of July followed by the Warmoth body in August. I was quoted a turnaround time of 12-14 weeks for each project. I also sent him a guitar neck to be swirl painted to match at the same time as the Warmoth body. I received confirmation of receipt of the Ibanez body, after that communication stopped via email. I have sent several messages via email and Facebook Messenger which seems to be the most successful. Since November I have received responses and excuses ranging from COVID to being behind, to a completion date for both projects that were paid in full. I was recently quoted having completion dates of 3/20 and 3/21 of 2022. I tried reaching out for tracking information and I was told that I would have it when they do. Enough is enough, I want my guitars back!!!

  Customer response

  06/10/2022

   

  Good Afternoon,

  I just wanted to let you know that Mr. Sims sent back one of my guitars and is sending me the other guitar shortly. I’m incredibly impressed and satisfied with the quality of his work.

  
  

  Thanks.

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

• Initial Complaint

  04/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid 402.41 on July 8th, 2021 to Sims Custom Shop for an orange to yellow fade paint job and minor body work on my Ibanez. The "WORK TO BE DONE" on the invoice was quoted as: "1. Repair any dings/damage that is currently present on the body 2. Paint guitar in a vertical fade front & back. The fade will be orange towards the bottom and fade into yellow. Gloss clear coat" I shipped the guitar after disassembly on August 9th, 2021. Quoted turnaround time was "approximately 15 weeks from when it’s received." That would put the finished guitar at Monday, November 29, 2021. It is now April 6th, 2022 and I have still yet to receive the guitar. I have asked for an update several times. The seller said they were delayed but over 2 months ago they said it was done and would ship in a week. I find this highly unlikely given the reputation of this business and the fact I have yet to see an image of the completed guitar or receive a tracking number. It is now way past the estimated date and I would like to be refunded my money immediately since the seller has failed communication and delivery of the instrument that was paid in full.

  Business response

  08/22/2022

  Business Response Received 06/09/2022

  ******’s guitar body was completed 06/08/2022 and shipped back. I have sent ****** the tracking information & pictures of the completed guitar body which I was contracted to paint.

  
  

  Thank you!

  
  

  Patrick

• Initial Complaint

  04/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of Transaction: 03/26/2021 Amount Paid: $671 Shipped to Sims Custom Shop 03/27/2021 Tracking # ****************** UPS Ground Work to be done 1. Disassemble Bass 2.Strip the current finish off the bass body 3.Paint body shell pink gloss clear coat 4.Reassemble Bass Quoted 14 Week Turnaround from when received Still have not had my Bass sent back to me, I have repeatedly asked for updates on shipping. Updates: Nov 1 2021 message for update/ Likely looking at another week or so Dec 23 2021 message/no response Jan 6 2022 message for update/ As soon as shipped I will email you the tracking March 5 2022 Email for update/ I’ll get it out this week & will send you a tracking # when I do March 28 2022 Emailed for update and tracking #/ No response March 31 2022 Emailed asking for update requested for details on the current condition of my bass to include up-to-date photos and detailed outline on what is left to be finished / no response I sent my bass of 19 years to Sims Custom Shop for restoration. I paid in full with a turnaround time of 14 weeks. It is obviously way past that at this point and I have been unable to contact shop. The last response received was March 5 and I have not yet received a tracking number.

  Business response

  04/27/2022

  This instrument (a Fender Jazz bass body painted Shell Pink) has already been painted and shipped. Tracking information is FedEx is ************
  
  Pictures of this instrument completed can also be found on all of my social media accounts (Facebook, Instagram, YouTube, etc)
  
  I notified him when I shipped the body as well as sent him pictures and he responded “Oh my God that looks amazing!!”
  
  I have attached a photo of the shipping label and pictures of the bass to this complaint via the BBB's document upload tool.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Back in August I was told by Patrick that this refinish job would take approximately 12-14 weeks. He received the guitar on August 21st. About 8 weeks into the project Pat informed me that “It is currently on target to be finished in the time frame that was quoted.” I never received any other updates. After 14 weeks I started emailing Pat but did not receive any response. Months went by. Finally on March 7th I tried calling Pat and he answered. He informed me that this would be shipping “next week”. On March 14th he told me it was too cold to ship and I would have to wait till it was warmer outside. I asked if he could send me pictures of the job. I was told “I take pictures and video just before I box them up”. The implication was that the job was finished but would have to wait to be shipped. On Thursday March 24th, I called Pat and he insisted it would ship on Monday March 28th. On Tuesday the 29th Pat told me that he still wasn’t finished with the final sanding, buffing or polishing, which was a different excuse than the one I received before about the weather being too cold. Now I was told it would ship out on Thursday March 31 but its April 1st and still nothing. Pat has now lied on several occasions and has not once offered an apology or any excuse as to why the project is taking as long as it is. We are on week 31 of a project quoted at 12-14 weeks. I’m frustrated and tired of being lied to. I want my instrument back.

  Business response

  04/05/2022

  This guitar has been completed, has been shipped and the tracking information has been sent to the customer. 
  
  FedEx tracking # ************
  YouTube link of completed guitar: https://youtu.be/ohu5w25GHP0
  
  Customer was notified of the shipment, given the tracking information and was sent pictures and video of the completed guitar.
  
  A YouTube video showing how amazing the guitar turned out can be seen on our YouTube channel. It is the vintage white Eastwood Airline guitar posted on 4/5/22.
  
  We ship instruments the day their completed and never rush one out until the paint job has met our quality standards.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I sent my Gibson Les Paul electric guitar to Patrick Sims at Sims Custom Shop for a paint job. I payed in advance and for the shipping of my guitar. The job was supposed to be of 13 weeks of length, but Sims continued defer on the delivery date for different reasons. It’s been over a year and I have not received my guitar, and all messages and emails to the shop have been ignored. My phone number was blocked after three call attempts. I can provide shipping information, money transfer, emails sent, messages on social media, etc. I want my guitar back and full refund, including shipping costs. Please contact me for supporting documents.

  Business response

  06/24/2022

  Hello, in regards to complaint ******** I have completed the paint job for this customer (***** ******) and have shipped it out today via FedEx. I have attached the Fedex label which shows the tracking information for this. I have also attached a few pictures of it painted as requested. Lastly, I have emailed Mr. ****** this tracking information so he’ll know it’s on the way and when to expect it to arrive.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made contact with Sims Custom Shop on 11/20/2018 inquiring his advice & services he could provide to restore a 1999 PRS McCarty guitar. I had originally thought that a relic job would cool but he recommended a full restoration with disassembly, sanding, & repairing all Knicks & dings + repairing the fret board. He noted the tuning pegs were not original & actually broke one of the bridge studs while doing his evaluation. We agreed on a price of $790 to be paid up front & he would replace the broken stud. Patrick met me at ******* Bank on 11/21/2018 to collect his cash telling me the job would be completed in 9-14 weeks. On 5/18/2019, Patrick responded to an email telling me the guitar had been sanded & he'd have it ready in 3-4 weeks. At one point, I thought maybe he may be having issues sourcing the bridge studs so I bought a new set of PRS studs & new tuning pegs & dropped them off at his shop. Patrick did respond to another message in January 2021 apologizing stating he would try to finish it in the next week. I still have not received my McCarty.

  Business response

  07/11/2022

  Hello, in regards to complaint ********, this job has been completed and the customer (***** *****) has received his instrument back. If you could please reopen the file and submit this new information so that it can ultimately be closed as answered/resolved I would appreciate it. 
  
       I received Mr. *****’s Paul Reed Smith guitar to do a full restoration of the finish on. The guitar, as Mr. ***** can attest, was in very rough shape. The word “butchered” would be the most accurate way to describe it.
  
  There was many things that neither of us knew at the time he gave it to me that would turn out to be significant issues down the road that would lead to a much longer turnaround time than initially thought or quoted. This can happen when doing restoration projects, as there are many “unknowns” until you start working on it.
  
  #1: Four paint jobs on the guitar.
  
  Upon receiving the guitar it was apparent the instrument had been refinished at some point in the past, However, what neither ***** or I knew (until I started sanding the paint off) is that this guitar has not just been refinished in the past, but actually had FOUR complete paint jobs on it. This dramatically increased the amount of work for me to sand all of that off, you could say it took four times longer bc I was having to sand four paint jobs off, not just one. However, I did not charge Mr. ***** anything additional due to the additional time that has to be spent sanding off 4 paint jobs on 1 guitar.
  
  #2: Twisted off screws in the wood that could not be seen in an assembled state.
  
  When I received Mr. *****’s guitar it was fully assembled & I was asked to disassemble it then reassemble it after it was painted. Mr. ***** had requested I remove the current tuners that were on the guitar (which were not the correct tuners) and replace them with tuners he would be supplying which would be the correct original style tuners. Upon removing his existing tuners I found that someone had stripped the heads off of the original tuners screws and they were broken off and in the wood…..hidden from sight and underneath the tuners he had on it…..however they WOULD be seen with after installing the new tuners if this was not addressed. In order for these twisted off screws to not be seen when reassembling the guitar with the correct tuners these broken off screws had to be drilled and dug out of the wood…..which creates a real mess of the wood, which then also has to be filled and smoothened out. While this was also unforeseen and an unknown issue at the time of receiving the guitar, this created yet another much more time consuming task for me to preform that just added more work and time to the restoration of the guitar. I showed pictures to Mr. ***** of this in person. I also found there was a crack in the wood of the headstock which had also not been seen until disassembled. I had to repair that as well. I photographed all of this and showed the photos to Mr. ***** in person. I did not charge Mr. ***** anything additional due to this added & unforeseen work.
  
  #3: Extremely poor condition wiring & electronics.
  
  Once I began disassembling his guitar I opened up the electronics cavity, only to find a complete rats nest of bad wiring by someone in the past….with many wires hanging on by a literal thread, bad & sloppy solder joints, naked wires exposed and multiple frayed wires. Due to the extremely poor condition of the wiring and electronics in this guitar it made the reassembly and wiring of this guitar an absolute nightmare that took 5 times longer to do than it would have had the electronics been in normal condition. Again, this was something that neither of us knew at the time he gave me the guitar and when I gave him a timeframe and price. Mr ***** was personally at my shop while I was rewiring his guitar, so he witnessed this 1st hand. It was so bad he actually told me I didn’t even have to rewire it if I didn’t want to and that he would just put all new electronics in it. I however wanted the guitar to work when Mr. ***** left with it & ultimately I was able to straighten it all out and when he left with the guitar all of the electronics and switches worked as they were suppose to. Although this bad wiring was unknown to both of us in the beginning when he gave me the guitar to do I did not charge Mr. ***** anything additional due to the time it took to address the wiring that was in such bad shape that it was almost not useable.
  
  When I called Mr. ***** informing him his guitar was about ready to go and arranged a day for him to pick it up (since he’s local) he asked me if I would apply this special protective coating I do called a ceramic coating. I normally charge $75 to ceramic coat a guitar. Mr ***** told me to let him know the cost of this coating and he would pay me for it. I told him due to how long it took to restore this guitar for him that I would take care of it for him and do it free of charge.
  
  Lastly, not only did these 3 oseparate unforeseen issues listed above cause the guitar restoration to take much longer than initially thought, but I also got Covid 2 separate times while I had his guitar AND had an EF3 tornado hit my house and do major damage while I had his guitar, something he too is aware of since he lives local. The damage is still noticeable to this day. The tornado was on the ground for over 20 miles, had a path that was nearly a mile wide (1500 yards) and had winds in excess of 135 mph. This was widely covered by all the local and national news networks. Thousands of people were without power for weeks. I was told over 500 telephone poles were destroyed, & power stations destroyed. FEMA was here as well as linemen from all over the country. It was not forecasted & was destruction the likes of which I have never seen before. Not a day goes by that I don’t think about that day (especially considering there are still broken in half & twisted trees all around me in every direction you look).
  
  Mr. ***** has received his completed and fully restored guitar back. Not only did I do everything he requested to be done to the letter, I also addressed additional things that had to be done & ceramic coated it, all at no additional cost to Mr. *****. Mr ***** was very very happy with the final result and there are no hard feeling between he & I. Mr ***** is a very nice gentleman and we get along very well & have had many long conversations about guitars and music. I told him the day he picked up his guitar that I was very sorry I was not able to get it completed sooner and he understood why it took the time it did with all of the issues that had  to be addressed along the way. Mr ***** gave me a hand written note stating/confirming he had received the guitar in “immaculate condition” and that everything was done that was requested. I have taken a photo of this and included it in this message for the BBB to see. I have also included a few pictures of the completed guitar.
  
  Patrick

  Customer response

  07/19/2022

  
  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. Mr. Sims contacted Friday & scheduled a time to return my 98 PRS McCarty completely refinished with flawless restoration. Although it took a while, it looks perfectly new. He's a professional artist as well as a perfectionist. He just doesn't want to be associated with mediocre results & cares for your instrument like it was his own. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Got a quoted work order from Patrick of SimsCustomShop on 5/11/21 to refinish my guitar, Patrick quoted turn around time of "approximately 14 weeks from when it's received." The guitar and case was shipped to him 5/13/21, with arrival estimated on 5/17/21 (which it did). It is now 2/7/22, a full 24 weeks (6 months) past the "approximate" completion date. No doubt, Patrick told me up front that my guitar would require more work to refinsh due to its condition. In this time though i have not received ANY communication from Patrick as to the state of my work order. I have reached out 3 times in 2021 via email (Aug 17, Aug 23, and Oct 1st), and several times via Facebook Messenger and via phone as well. At this point i dont care if the guitar hasnt been touched, send it and the case back, and a full refund. I literally built a guitar from scratch, on the weekends, in the time it has taken Patrick to NOT finish my work order!

  Business response

  02/14/2022

  Business Response /* (1000, 5, 2022/02/10) */ This instrument (a vintage white Gibson Flying V) has already been painted and shipped. Tracking information is FedEx ************** Pictures of this instrument completed can also be found on all of my social media accounts (Facebook, Instagram, YouTube, etc) I notified him that the guitar has been shipped. I have also attached a photo of the shipping label and pictures of the guitar to this complaint via the BBB's document upload tool. Business Response /* (4000, 7, 2022/02/10) */ ***Document Attached*** Consumer Response /* (2000, 9, 2022/02/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Guitar and case shipped to me completed. Job done.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Send my PRS Custom 22 Swamp Ash body to Sims Custom Shop on 9/6/22 to have a color change; from transparent purple to sea foam green. I was told 15 weeks to complete the work. I contacted Sims Custom Shop on 1/16/22 via email and phone and was told the body still needed to be wet sanded and buffed and should be ready to ship at the end of January. As of today, no guitar body and no update as to when guitar body will ship out.

  Business response

  03/09/2022

  Consumer Response /* (2000, 9, 2022/03/08) */ Guitar body has been shipped. Please cancel complaint.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Are you interested in losing some of your money AND a guitar body that has value to you? That's the only way I can fairly recommend Sims Custom Shop at this point. When I initially contacted Pat in October of 2020 he was always quick to respond, answered questions over text, would call me to discuss the project over the phone. Then I paid him in full. Shipped the guitar body out and started waiting for the estimated 14 weeks. I had read that sometimes he misses the deadline and was always prepared for that going into the project. He was always great at communicating so I figured I'd give him his space to work and await a response. After sending a few emails and a text to check on the project he finally responded 3/11/21 to let me know the guitar was nearing completion but not quite finished. I go back to waiting. I text again 6 weeks later, no response. I text two more times before hearing from Pat again on 5/3/21. He's had some health issues and is running behind. He feels 2 more weeks should be enough to get the job done. I again give him space but follow up with no response on 6/12, 6/22, 7/5, 8/6 and 9/22. Finally he responds on 9/27 saying he's going on vacation and plans to have it done by 10/11. I again give him his space. I figure maybe texting every 3-4 weeks is annoying. I wait until 1/10/22 to inquire again and guess what... no response. I'm now 67 weeks into an estimated 14 week wait. I've always been understanding that things could take longer and wanted to give Pat his space. If at any point before now he would have shipped me my guitar I would have been happy but at this point I'm seeing reviews from people that have sent their guitar in after me getting it back before me. I wanted to resolve this man to man by working with Pat but it's clear to me now that he has no desire to do so. I'm left no choice but to ask for help from the BBB. I'm prepared for him to call me a liar or whatever but if it gets my project done so be it.

  Business response

  06/17/2022

  I have completed the paint job he was having me do on his guitar and shipped it to him. I have notified him of the shipment via email & text message, sent him the tracking information as well as final photos of it, in which he responded “ Thank you for the update Patrick, I look forward to having it back! Looks great! You have a talent”

  I have also attached the shipping label to this email for you. If you could please re-open this case and add that information it would be greatly appreciated so it can be marked as answered/resolved.
  

  Customer response

  06/17/2022

  
  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,
  ****** *****

*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. ↩