ComplaintsforSims Custom Shop

• Initial Complaint

  11/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 20, 2019 I made an inquiry to Sims Custom Shops regarding I guitar I wanted refinished. After my inquiry, I received a total of seven emails from Pat S****. The first email stated that what I wanted done was possible and I was quoted a price. The next five emails were from Pat asking if I sent the guitar to him yet. Great! He is anxious to get the guitar, so I must be in the right place. Email number seven was Pat telling me that he received my guitar on August 19, 2019 and to please send my PayPal payment so that he could order supplies and begin working. I sent payment immediately following his email, and text. Fast forward to November 2021...two plus years later; I have five emails from Pat. Nov. 27, 2019 - "It's currently hanging up and curing. In about a week I'll begin wet sanding it so I can buff and polish it. Should be ready to go in a few weeks." Five emails and the beginning of a pandemic later...(April 10, 2020 Tennessee is under executive order to shelter in place) No problem. My next response from Pat did not come until Aug. 26, 2020; "Hello, I'll get it boxed up and shipped out with our next batch of shipments next week. I will email you the tracking number once it goes out". Three more emails and I get a response on Sep. 29, 2020; "The guitar is not ready to ship as of yet, but it is on the to list go finish up of course. When it has been shipped out you will be notified via email alone with tracking #". Three more follow up emails from me, and response on Dec. 10, 2020; "Hello, I have been dealing with some health issues and have not been able to ship it out yet. I have made a note of your new shipping address. I will email you the tracking number the moment it has went out I assure you". Six more follow up emails and response on May 14 2021; "It's not quite ready to ship yet. (Excerpt) It will be at least this coming Friday before it'll be ready go ship" Nine more follow ups, no response since...I just want my guitar back!

  Business response

  02/09/2022

  Consumer Response /* (3000, 9, 2021/12/03) */ As of Dec. 3rd...no response from Sims Custom Shop. Consumer Response /* (3000, 18, 2021/12/24) */ It has now been 7 months since Sims Custom Shop last responded to my request for the completion and return of my guitar. There is absolutely no excuse to validate the lack of communication...should I just report my guitar as stolen at this point? Consumer Response /* (3000, 21, 2022/01/05) */ As of January 5th, still no response from Sims Custom Shop. Consumer Response /* (3000, 25, 2022/01/15) */ As of Jan. 15, there has been no communication from Sims Custom Shop. Two and a half years is inexcusable. Please respond, return my property, and refund my money. Consumer Response /* (3000, 18, 2021/12/24) */ It has now been 7 months since Sims Custom Shop last responded to my request for the completion and return of my guitar. There is absolutely no excuse to validate the lack of communication...should I just report my guitar as stolen at this point? Consumer Response /* (3000, 21, 2022/01/05) */ As of January 5th, still no response from Sims Custom Shop. Consumer Response /* (3000, 25, 2022/01/15) */ As of Jan. 15, there has been no communication from Sims Custom Shop. Two and a half years is inexcusable. Please respond, return my property, and refund my money. Business Response /* (1000, 33, 2022/02/09) */ ***Document Attached*** This 1981 Gibson Sonex guitar has been completed and shipped. The customer has been sent pictures of the completed instrument as well as the tracking information. FedEx tracking #************** We were when receiving this guitar that they are actually a composite plastic type material that Gibson calls "resonwood" which encases a wood core. This composite material on his guitar had hundreds on pin holes in it and was a nightmare of a project go restore. Pictures and video of this white Gibson Sonex can be seen on all of our social media sites (YouTube & Instagram) for those interested in seeing the completed instrument. I have also uploaded pictures of the completed project through the BBB upload tool for the BBB to see as well as a photo of the return shipping label.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - paid $712.40 for Sims Custom Shop on 03/20/2021 for guitar refinishing service - was quoted 18 weeks for service to be completed - sent guitar to Pat Sims for service that arrived on 3/23/2021 - reached out 8/24/2021 (22 weeks) for update, response "Probably a few weeks out on getting it done. Currently running behind." - reached out 9/20/2021 (25 weeks) for update, no response - reached out 10/05/2021 (28 weeks) for update, advised he is going out of town and it will be shipped by the end of the month - reached out 11/01/2021 (32 weeks) for update, no response, guitar has not shipped by quoted time - reached out 11/03/2021 for update - response: "I'll check on it tomorrow when I get to the shop." (No response) - reached out 11/08/2021 for update - no response The dispute is in regard to the quoted completion time and lack of communication. I paid the amount as requested up front for the service to be provided. The work is not finished and there is little communication. I would be more understanding of the time it takes to complete the service if there was more communication. I have had to reach out for information once the quoted time was exceeded. I understand Mr. Sim's focus is on quality, but the quoted time has been far exceeded with very little communication. There have been numerous BBB complaints regarding situations similar to mine. We are at 32 weeks which is 14 weeks over quoted time. Quality is great, but it doesn't justify poor customer service and inaccurate job times.

  Business response

  02/14/2022

  Business Response /* (1000, 15, 2022/02/14) */ ***Document Attached*** Business Response /* (1000, 16, 2022/02/14) */ This instrument (a custom Ibanez Iceman body and neck painted in a cyan to purple color shift paint job) has already been painted and shipped. Tracking information is UPS ******************* 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 a video of it. He responded "It looks incredible. You did a fantastic job." I have attached a photo of the shipping label and pictures of the guitar to this complaint via the BBB's document upload tool.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 27, 2021 - I paid Patrick S*** to paint my guitar body. The charges were $350 plus $38 shipping. The estimated turnaround time was 12-14 weeks. May 1, 2021 - I sent Patrick S*** by guitar body. May 3, 2021 - I emailed him to ask whether he received the guitar and he confirmed the receipt. September 9, 2021 - I emailed Patrick and requested that he return the guitar body and issue me a refund. Patrick responded that day and said that the guitar was on schedule to be buffed and polished that week. October 4, 2021 - I asked Patrick where my guitar was after another month of waiting. He sent pictures of the painted guitar. October 6, 2021 - Patrick asked what my return shipping address is. I responded. No tracking number provided. October 12, 2021 - Still not guitar - asked what tracking was - I was told it was scheduled to be buffed and polished and shipped on October 15. I have not received a tracking number. I want my guitar body returned to me ASAP.

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/10/19) */ This guitar body has already been 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. Customer was sent photos of it once it was painted and it was shipped as soon as the finish was fully cured, buffed and polished. Business Response /* (1000, 7, 2021/10/19) */ ***Document Attached***

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I shipped a guitar for Mr. Sims to paint. The work order that Mr. Sims provided stated that the project would be completed in 14 weeks. He received the guitar on 01/08/2021. After contacting Mr. Sims numerous times, I still have not received my guitar back. On 06/04/2021 I emailed for a update, he responded "it will ship out this month" On 09/09/2021 I emailed for a update, he responded "will be shipped by Sept. 24th" On 09/27/2021 I asked for a refund and the guitar be shipped back, his response "its already painted, cant refund, it will shipped out with this weeks shipments". On 01/01/2021 I emailed "was it shipped", I did not receive a response. On 10/03/2021 I emailed that if I didn't receive a picture of the guitar or a tracking number, I would be contacting BBB. He was paid in full for the painting of the guitar on 01/04/2021. $520.00 The value of the guitar is $1234.00.

  Business response

  10/13/2021

  Business Response /* (1000, 5, 2021/10/11) */ This instrument (a Mosrite kit guitar painted Ferrari silver) not only has already been painted, but it has already been delivered. 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, sent him the tracking # and photos and he has not responded. Business Response /* (4000, 8, 2021/10/11) */ ***Document Attached*** Business Response /* (4000, 9, 2021/10/11) */ Also pictures of the completed guitar and photo of the shipping label/tracking information has been submitted to the BBB Consumer Response /* (2000, 11, 2021/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have finally received the guitar. Still extremely unhappy with Mr. Sims. I was told numerous times that the guitar was shipping. I finally asked for the guitar to be returned and I would get the work done by someone else, I was told that it was already painted (untrue), so he couldn't refund. On 10/06/2021 Mr. Sims sent a picture of the guitar hanging up showing that it had finally been painted, he stated that he was "boxing it up to ship as we speak", which I knew was not true, due to the fact that it was just painted. On 10/08/2021 the guitar was shipped. The bottom line is: Mr. Sims claimed a 14 week turnaround (in writing) it actually took 41 weeks!!!!! Only after filing this complaint did Mr. Sims start the process of working on my guitar. Mr. Sims is correct, I have not responded to his last email. The quicker I can put this experience behind me the better. Just a bit of advice to everyone, ALWAYS check the BBB site before doing business with anyone, if I would have done this it would have saved me a ton of problems! Thank you

• Initial Complaint

  09/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Prepaid for my guitar to be custom painted and shipped off 2/25/21. Shop received guitar 2/26/21. Responded on 3/12/21 and 6/22/21, but no follow up. No response on 8/6/21 by email or 9/16/21.

  Business response

  01/17/2022

  Business Response /* (1000, 16, 2022/01/17) */ ***Document Attached*** Business Response /* (1000, 17, 2022/01/17) */ I have attached a photo of the shipping label and pictures of the guitar to this complaint via the BBB's document upload tool. Business Response /* (1000, 18, 2022/01/17) */ This instrument (which was a butchered BC Rich body) to be painted Kandy blue has already been painted, and shipped. Tracking information is UPS ****************** Pictures of this instrument completed can also be found on all of my social media accounts (Facebook, Instagram, YouTube, etc) I notified him when the body was painted, notified him when I shipped the body, as well as sent him pictures of it completed along with the tracking information, to date he has not responded to any of those emails.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid for my guitar to be painted. Shipped him the guitar. Was told it would take 2 months or so. Contact was regular in the beginning then he stopped responding to email and voicemails. About 6 months ago he finally responded to email and said he was shipping the guitar. Haven't heard from him since. I paid in full for the guitar to be painted and shipped. He doesn't answer the phone when I call and his voicemail is always full.

  Business response

  10/04/2021

  Business Response /* (1000, 5, 2021/09/13) */ Mr. ******** was instructed when he shipped his guitar to include a sheet of paper in the box with the guitar with his name, phone number, email address, return shipping address, phone number, detailed description of how it is to be painted. This is requested of every customer that ships an instrument to us. Upon receiving the instrument, no such information was included in the box, only the guitar. I emailed asking for the shipping address. To date he has never once told me what address to send his guitar to. Today I spoke to his wife (she messaged me on FB which I responded to immediately) and she gave me the shipping address at 10:00 am EST. I informed her the guitar was completed, but that we had never gotten the address from her husband of where to send it to (I also do not have his phone number). I informed her the guitar would ship out either tomorrow or no later than Wednesday and that I would send her the tracking information at that time. I will also upload that tracking information here at that time as well. Also after speaking to his wife on FB messenger, I found that he had sent several messages to my FB business page that had been automatically sorted/filtered by FB and were placed in my spam folder. Had the guitar been sent with the requested information in the box or had I received the shipping address from him it could have been shipped much sooner, but today is the 1st day I've actually gotten the address of where to ship the guitar to. With having never been provided his address I have been unable to be ship the guitar until now. I received notification of this BBB complaint within 2 hrs of receiving his address for the 1st time... Business Response /* (1000, 7, 2021/09/13) */ ***Document Attached*** Business Response /* (4000, 10, 2021/09/15) */ This instrument has been completed and shipped. FedEx tracking #*************** Business Response /* (4000, 13, 2021/09/19) */ ***Document Attached***

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pat s*** has lied to me multiple times about the state of my guitar paint job. I was originally told the project would take 7 weeks. IT HAS BEEN OVER 1 YEAR. I have been told numerous times that the guitar is almost done. It's "100% going to ship by the end of the month" and then he changes the story ever email. I paid a lot of money for my guitar and a lot money for the paint job. He has stolen my guitar or is lying and holding my money and guitar. I have dozens of emails showing this company changes the story and lies to me month after month.

  Business response

  10/04/2021

  Business Response /* (1000, 8, 2021/09/22) */ This instrument (a Fender Stratocaster body painted Ferrari silver) not only has already been painted, but it has already been delivered. Tracking information is FedEx ************ Pictures of this instrument completed can also be found on all of my social media accounts ************************************ I notified him when I shipped the body and he has not responded to the email. Business Response /* (4000, 10, 2021/09/22) */ ***Document Attached***

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Sims Custom Guitars about a paint job on a guitar body back in October of 2020. Pat S*** agreed to do the job and quoted a fee of $724 for the work. I paid the fee in full on October 8, 2020. Pat estimated that the job would take approximately 4 months once the body was received. The body was delivered to Pat on November 3, 2020. On March 17, 2021, I emailed Pat to ask about the job, as it had been over 5 months . In an email reply, Pat said that he was "nearing the final stages of completion on the body and could probably ship it within the next 2 weeks or so." On May 27, I emailed Pat again, as 2 months had passed. In an email reply of June 3, Pat said my guitar would "be going out very soon" and said he would email tracking info as soon as it shipped. Since June 3, I have sent multiple email messages and personal messages on his business ******** Page. He has not replied to any of my messages since June 3. He has had my guitar (and my $724) for over 10 months.

  Business response

  11/12/2021

  Business Response /* (4000, 14, 2021/11/12) */ ***Document Attached*** This has been completed and shipped. The guitar body delivered weeks ago. FedEx tracking number **************

*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. ↩