ComplaintsforSims Custom Shop

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I Send a Les Paul and $ 635 for a custom paint on March 30, 2020, after several back and forth e-mails and at least three different shipping dates, finally he stop answering my e-mails, at one point I told him to return the guitar without finishing the work, there are no answers anymore, the last time he answered was to indicate to me that the guitar would be sent in september last year, have been two long years since the first time we spoke about the project .

  Business response

  07/25/2022

  Hello, in regards to complaint *****, I have completed this custom paint job for this customer (****** *********) and have shipped it out today via FedEx to the address he requested I send it to.

       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 sent Mr. ********* the tracking information so he’ll know it’s on the way and when to expect it to arrive.

  I have also attached a screen shot of his response to me when seeing the finished guitar, which states “OMG Really nice job ???? “
  If you could please reopen the case and submit this new information so that it can ultimately be closed as answered/resolved I would appreciate it.

  Thanks again for all your help!

  
  Patrick

  Customer response

  07/26/2022

  
  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

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a custom paint job on my bass from Sims on April 29, 2021, for $404.12 and shipped the body the next day vis UPS. The shop received the body on May 6, 2021, and I've maintained a bit of contact with them regarding its status. The last email I wrote to Sims in October 2021 voiced my concerns about a lack of contact from them. The shop claimed the body has been painted and needed to be packed for shipping. Since then, I have not received any further news from them of it being shipped, nor have any pictures of the completed order sent to my email.

  Business response

  08/22/2022

  Business Responded on 06/13/2022

  Hello, in regards to complaint *****, I have completed the paint job for this customer (who goes by ****** *** ***** *********) and have shipped it out today via UPS. I have attached the UPS label which shows the tracking information for this bass guitar body. I have also attached a few pictures of it painted as requested. 
  Lastly, I have emailed and text messaged this tracking information to Mr. Milliance and informed him to be expecting UPS to deliver it on Tuesday.
  
  If you could please reopen the file and submit this new information so that it can ultimately be closed as answered/resolved.
  
  Thanks again for all your help updating these for me.
  
  Patrick

   

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/26/21, I paid $567.10 to have my Fender Johnny Marr Jaguar repainted to Sherwood Green Metallic. I signed the work order, emailed it back and shipped out the guitar the following day. I was quoted a turnaround time of approximately 14 weeks from when it was received by Pat Sims, the owner of Sims Custom Shop. I emailed on 8/2/21 to get an update and was told on 8/7/21 that it was getting "finished up" and would be shipped out later that month. I emailed three times to follow up in September but I didn't receive any emails back. I reached out to the Shop through Instagram on 10/4/21 and was told that the guitar was already painted but it still needed to be buffed. He said he planned on shipping it out the week of 10/18 but never did, for gastrointestinal reasons that he detailed more thoroughly than any of the work that he had allegedly done up to that point. On 11/1/21, I asked if he was feeling better and he said he was hoping to get back in the shop sometime that week. I asked if my guitar would be done in 2021 and he responded "of course!" the next day. I haven't received any responses to my most recent contact attempts through email, Instagram or Facebook Messenger. I've called the business phone number multiple times but each attempt went to voicemail. The voicemail prompt says "due to high call volume, this mailbox is not being monitored." Either way, I wasn't able to leave a voicemail message anyway as the mailbox was full and couldn't accept new messages. As of 1/11/22, I still have not received my guitar. I expect a response back immediately through one of the various channels by which I have attempted to reach out to the Shop with an honest timeline for this project. Progress pictures of my guitar would help restore the trust that I have lost during this process. Once the guitar project is finished, the guitar must be shipped out right away and a tracking number needs to be sent to me as well.

  Business response

  01/26/2022

  Business Response /* (1000, 6, 2022/01/25) */ This guitar body has already been painted & shipped via FedEx and is scheduled to be delivered two days from now. I have attached a photo of the shipping receipt to this complaint via the BBB's document upload tool as well as pictures of it completed. The customer was sent photos of it once it was completed and he responded "Looks great! The guitar was shipped as soon as the finish was fully cured, buffed and polished & assembled. The customer has been emailed the tracking information as well. Consumer Response /* (2000, 9, 2022/01/25) */ The owner finally sent me photos of the guitar and tracking information tonight, so this complaint can be closed. Business Response /* (1000, 10, 2022/01/25) */ Also, completed pictures of this Sherwood green fender jaquar has been posted on all of our social media pages. Business Response /* (4000, 11, 2022/01/25) */ ***Document Attached***

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Same old story as everyone else here. Mr. Sims was super communicative and helpful right up until the point where I sent my guitar body to be in to be refinished and paid the money for the work he'd said he'd do and since then there has been practically no communication and no delivery of my guitar since. His phone just says to send an email and he only ever responded to one email since which said my guitar was curing and should be sent in two weeks, that was more than six months ago... He has confirmed receipt of it on Feb 8 2021 with an estimated 14 weeks for turnaround. It has now been 50 WEEKS, or almost one year, and I have not gotten any response back after numerous attempts to contact him practically begging him for my guitar back or to just find out what was going on. At this point, I just want my guitar back, refinished or not. If it's not refinished I obviously want a refund of the fees I paid him. Overall this has just been a terribly disappointing experience and huge waste of time. I have saved and worked overtime to buy the guitar I sent him and it meant a lot to me. Please just send me my guitar back.

  Business response

  02/15/2022

  Business Response /* (1000, 8, 2022/01/26) */ This instrument (a Fender Stratocaster body painted Gloss black) not only has already been painted, and shipped. Tracking number is FedEx ************** Pictures of this instrument completed can also be found on all of my social media accounts (Facebook, Instagram, YouTube, etc) Customer was sent pictures of the body painted in which he responded "Thanks pat it's good to see she's alright and looks great in black!" I notified him when I shipped the body as well as sent him the tracking information. I have attached a photo of the shipping label and pictures of the completed guitar to this complaint via the BBB's document upload tool. Business Response /* (1000, 10, 2022/01/26) */ ***Document Attached*** Consumer Response /* (2000, 12, 2022/01/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) Got my guitar back finally. Communication was very sparse and it was very late, but I'm happy with the work.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I sent a request to have a guitar body refinished, received a quote and spoke to the owner on 5/28/21, where payment was made and I was quoted 14 weeks for completion. I shipped the body out and after some issue with FedEx, his shop received the body on 6/12/21. I followed up with an email on 11/8/21 asking about the status of the job (6+ weeks beyond the quoted time), then again on 11/20, 12/13 and 12/30 with no response whatsoever. The last email requested that if the body hasn't been painted, that he just send it back to me and I'll pay the shipping. It's now been over double the quoted time and I'm beyond frustrated at this point. Either finish the job or send it back and refund my money.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2022/01/05) */ I have sent pictures of Mr. ******'s body to him of it painted as he requested as well as told him what day to expect it to ship. He read the message on Facebook, but did not respond to it. I have attached a screen shot of this for the BBB to see. Once it has shipped I will update this complaint with confirmation of shipment along with the tracking information, Business Response /* (1000, 7, 2022/01/05) */ ***Document Attached*** Business Response /* (1000, 11, 2022/01/07) */ ***Document Attached*** Business Response /* (1000, 12, 2022/01/07) */ This instrument (a G&L ASAT body painted Shell Pink) not only 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 when I shipped the body as well as sent him pictures and he has not responded. I have attached a photo of the shipping label and pictures of the guitar to this complaint via the BBB's document upload tool. Consumer Response /* (2000, 14, 2022/01/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) While satisfied that the guitar body has been shipped, a more accurately-quoted timeframe or follow-ups regarding potential delays would have been appreciated.

• Initial Complaint

  12/27/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was in contact with Patrick Sims in late 2020 regarding refinishing a guitar of mine. We agreed to the cost for the work, I sent Patrick payment, I shipped the guitar to Patrick in January 11, and Patrick emailed me to confirm he had received the guitar on January 14, 2021. I have not heard from him since. I have sent 40 emails. He has sent zero. He won't answer phone calls and he won't return text messages. I was told the guitar would be finished in 15 weeks which would have been the April/May 2021 timeframe. I'm skeptical I will have the guitar back by April/May 2022. We are now approaching the one year mark that Patrick has had the guitar and for all I know (and from what I hear from people who have gone through this before with him) he hasn't even started the project yet. The guitar alone is worth well over $2,000. I paid $750 for the work. I'm into this nearly $3,000 and have been without the instrument for a year. Patrick, if you're unable to complete the project then just ship the guitar back to me and refund the money. I am seeing plenty of posts here and in other forums where you have received and returned other peoples' projects since you received mine. I'm at the point where I am tired of waiting. How do you take on these projects and then let them sit for a year? It should have been a red flag that you told me you didn't like doing semi-hollow bodies anymore. Get me my guitar and my money back and let's move on. I'm not floating you nearly a thousand dollars so you can continue your hobby work on guitars you would prefer to work on over mine.

  Business response

  08/22/2022

  Business Responded on 06/07/2022 

  This guitar for *** has been completed and shipped. I have emailed *** notifying him it is on the way as well as sent him pictures of it completed and his tracking number.
  
  The FedEx tracking # for his guitar is ************
  
  Thank you!
  
  P.S 
  
  
  

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning, Between 12/26/20-1/4/21, I, *************, submitted 8 guitar bodies and 2 necks to be finished by owner of Sims Custom Shop Guitars, Patrick Sims. I paid in full and wait time was 13 weeks at most. Through an email chain which I can provide I asked for a refund on 6/19/21. He refused saying that all guitar bodies and necks were already painting and drying. He replied that he would have them all shipped back before July. I received only four of the finished guitar bodies, by September 10th. I am still missing 4 guitar bodies and 2 necks. If they were painted and drying like he said in June, it doesn't take plus six months to finish them. At this time, I would like my money back for the remaining 4 guitar bodies and 2 necks. I don't want another excuse for Patrick Sims to say he is going to extend the deadline. 13 weeks should have never turned into a year. Guitar finishing means a customer, myself, builds an electric guitar body, we pay Patrick Sims to paint and apply the clear coat to the unfinished guitar body I send. That's the guitar finishing service Patrick Sims provides. I am requesting a total refund of $1,855 for the remaining guitar bodies and necks.

  Business response

  03/17/2022

  Business Response /* (1000, 8, 2022/01/06) */ The customer has already received 4 of the 8 he sent to be painted. 3 of these 4 were very very rough pieces of wood with dozens of holes in the wood that had to be addressed as well as other significant UNDISCLOSED flaws that we were not made aware of prior to him sending them. These flaws have all been fixed and the remaining 4 have been refinished, but due to the roughness of them the turnaround time to complete them has been longer. They are currently in the sanding stage & are getting prepared for buffing and polishing. We plan to ship these remaining ones next week. We don't refund for instruments that have already been painted nor do we refund for instruments that have already had a significant amount of work done to them nor refund when we've already purchased the paint and supplies for the instruments and applied those paints & supplies onto the instrument. Lastly, our website makes perfectly clear there is no refund of paint projects simply bc of delays or passed turnaround times. It also states for a customer to NOT send their instrument(s) if that is going to be an issue. Once the projects are started they are not shipped out until they are completed. If the condition of these bodies had been adequately disclosed prior to sending them he would have been given a much longer turnaround time that he was. Simply put, 3 of these bodies have been a nightmare to refinish due to all the holes in the wood, dozens of pin holes in epoxy filler that the customer had put on the guitar as well as cracks in the wood. The customer was sent pictures of all these issues and was told they would all have to be addressed and that this was going to take more time to do. As previously stated, they are now in the final stages and are expected to ship towards the end of this coming week. Consumer Response /* (3000, 10, 2022/01/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per our text messages from July 20th, i paid additional money to have all the additional epoxy holes filled up on 2 of the guitar bodies. From then on, not once did I receive communication that the remaining bodies would be more problems and would take another 6 additional months. It be great if I get the reminding 4 bodies and 2 necks by next week. If from the beginning I would've been told it would take over a year it be one thing, but the owner has been adamant that he never goes over schedule, and every time I reach out after he goes over estimated finish date I keep getting told that they will be sent out, "by next week". But that next week has turned over a year. I hope I get all 4 bodies and 2 necks by end of January if owner claims they are in buffing stages as he claims. Consumer Response /* (3000, 15, 2022/02/08) */ Just an update based on owner of Sims custom shop's comments on 1/6/22. Owner stated they planned to have the 4 bodies, not the necks be sent out by next week because they were in the buffing stage. Today is 2/8/2022. More than a month, and I have still NOT received the 4 bodies that have been in the "buffing stage" or sent out by now. If he fine if it was just one guitar body, I'd take the loss. But work for 4 guitar bodies and 2 necks is quite a bit of money. Please send money refund or finished parts you've had over a year and two months counting. Business Response /* (1000, 19, 2022/02/21) */ ***Document Attached*** These last remaining guitar bodies and guitar necks have been completed and shipped. I have attached photos of the shipping labels to this complaint via the BBB's document upload tool. Customer was sent photos of the completed bodies and necks as well as emailed the tracking information.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of contract start 03/17/20 Esp sanskrit 7 string to be painted kandy green marbleizer with black fade silver logo Price$575.00 Price of ceramic coating $75.00 Shipping $50.00 Sims received the guitar officially on 03/23/00. Was quoted about a one year turnaround time. Very hard to communicate with and get any reasonable answers to a finish date. Last communication date was July 28th that stated the guitar was in fact painted and all that was needed was the ceramic coating and the guitar would be out next week with no contact since. It is now December 18th and still no reply from Mr. Sims as to when it will be finished and now I have moved since then and I cannot get a hold of Mr. Sims for even the address correction. I've sent messages mails and called to a blocked line. I need this resolved please.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/20) */ "I've sent messages, mails and called..." We literally JUST spoke to him two days ago on messenger. He sent us a message Saturday at 4:15 pm and I responded (on a Saturday mind you) at 6:20 pm. I have attached the screen shot for the BBB to see.l what was said. Business Response /* (1000, 7, 2021/12/20) */ ***Document Attached***

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted Sims Custom Shop and spoke to Patrick Sims in September of 2020 about doing a repair and refinish of an Ibanez Soundgear SR800 left handed bass guitar. Patrick is a friendly and personable guy and explained what would be entailed for the job. He quoted me at $485 for the job and said if I decided to have it done to let him know and he'd send me a work order. I'd seen some of Mr..Sims work (which was impressive), so after a day I decided to have Sim's do the job. Mr. Sims He sent me an attached file for the work order, which he required to be signed by me a sent to him with the guitar. I prepaid the entire amount, printed the work order, and signed and dated it. Mr. Sims quoted me at 13 weeks until completion of the job. I shipped the guitar on September 14th of 2020 and received a confirmation that the guitar was delivered/received on September 18th. On November 21th of 2020 I sent an email to Mr. Sims inquiring as to if my bass guitar would be completed in the 13 week time frame, He indicated that it should be completed in the 2nd or 3rd week of December. That deadline passed. I sent Mr. Sims an email on January 20th of 2021 and didn't receive a response until February 13th. At that time he told me that the guitar was painted and just needed to be wet sanded, buffed, and polished. Over the months that have passed until present time (December 2021) I have irregular contact with Mr. Sims, instigated by me. As the months have passed, his response became spotty. The last email message I received from Mr. Sims was on November 30th indicating that my guitar still needed to be wet sanded, buffed, and polished. So after telling this in February of 2020 he has apparently been unable to find the time to finish my guitar in the 9+ months that he first told what needed to be done to finish my guitar. He has now hand my guitar for more than 14 months and no indication of when it'll finished and returned to me. I have the entire email thread of our exchanges.

  Business response

  03/07/2022

  Business Response /* (4000, 15, 2022/03/07) */ ***Document Attached*** Business Response /* (1000, 16, 2022/03/07) */ This bass (Kandy apple red Ibanez bass) has already been shipped via FedEx (tracking # ************) Customer was sent photos of it once it was painted. It was shipped as soon as the finish was fully cured, buffed and polished. The customer said upon seeing the bass "I hope haven't burnt any bridges with you, Patrick. I like to think I'm a reasonable man, and I'd like to be able to consider you for other refinishing work in the future." Consumer Response /* (2000, 18, 2022/03/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I thank Mr.Sims for finishing my bass guitar and I'm satisfied with the results. He was civil throughout the process of finishing and returning my guitar, however I shouldn't have had to wait 18 months for it to be finished without any real explanation as to why it took this long to complete. Mr.Sims work is very good, but he should focus more on his customer service. Other than that, I'm content having my bass guitar in my possession again.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Patrick Sim's Custom Guitar Painting is a SCAM! Patrick has abducted my EVH Wolfgang guitar for more than 6 months after originally telling me it would be painted 14 weeks. Has claimed that he was going to ship it back and that my EVH Wolfgang was already painted. He said it was going to be shipped out immediately. It was a basic job, the EVH was a new guitar body stripped down already that he was going to paint Gloss Jet Black with Urethane paint, no fancy graphics. Paid in full for it to be painted and returned. He has stopped responding to emails, Facebook messages and never answers his phone. Voice mail is always full. I am going to file a complaint with BBB tomorrow as well as the police department to file a fraud case and scamming. I already contacted the ********** Fraud Department to try and reclaim my $658.70. Date Posted: 6/19/2021 Merchant Name: SQ *SIMS CUSTOM SHO Amount of Transaction: 17.00 Paid with Visa Credit Card Date Posted: 6/19/2021 Merchant Name: SQ *SIMS CUSTOM SHO Amount of Transaction: 581.70 Paid with Visa Credit Card Date Posted: 6/29/2021 Merchant Name: SQ *SIMS CUSTOM SHO Paid with Visa Credit Card Total payment = $658.70 Guitar Body $450 to replace that he has.

*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. ↩