B.S.B. Sales & Service Inc.

We had our Sears Kenmore model 158 sewing machine serviced with BSB Sales & Service and when we got it back the machine deck was badly scratched up and the foot controller we received was not the one we had sent (ours was in very good condition, worked well, and had no damage; the one they sent back was rusted, discolored, held together with scotch tape, and did not work). As we had picked it up at a local craft store that works with BSB (you drop your machine off there and BSB picks it up, works on it, and returns it to the store for you to pick up), we first went back to the store to see if they had given us the wrong controller (most unlikely, as the broken controller was secured under the needle/presser foot and was laying on the deck—that’s what scratched the deck so very badly). They did not have any other machines with controllers like ours, so they said to call BSB. I called the company on Saturday, July 15th, at 1:15pm (the same day we had picked up the machine) and left a message requesting a call back. I waited until lunchtime on Monday, July 17th, but I did not receive a call from BSB. I called them on Monday, July 17th at 12:00 and spoke with a woman (I didn’t hear her name clearly but I think she said she was Susan). When I told the woman who I was, she was aware of the problem (so why hadn’t she returned my call?), she was quite defensive, and she said she had checked their records and ours was the only Kenmore they had worked on so she did not know what happened with the controller (we had sent the machine and its controller packaged together in a shipping carton but got it back just “loose,” not in box or any protective cover at all). When I explained that the foot pedal we received was not the one we had sent out, she again said that was impossible, repeating that they only had one Kenmore come in (so where this old, broken controller come from?). I asked what we can do to make things right, asking if they would reimburse my purchasing a replacement pedal. She said no, “we’re a small business” and that they couldn’t do anything like that or “we’d go out of business.” After some back-and-forth between the woman and someone in the background at her end named Bud (who I heard say “no, we won’t do that”), she told me that my only option was to return it (both the machine and the controller) for them to work on again (Bud said “have her bring it in and I’ll take care of it”). I did not wish to return the machine to them due to the scratch damage it had already incurred in their care; I wouldn’t have minded returning the broken controller for Bud to fix, but I don’t want my machine damaged any further. I purchased a replacement foot controller, and I am asking BSB for reimbursement.
I understand mistakes happen, and as they are “a small business” I would have thought they would care about their customers and would work with them to correct any errors. I was wrong. My recommendation is to take your machine elsewhere.

I took my Pfaff 1212 sewing machine to [redacted],The Sewing Machine Doctor, Waterloo, NY for feeder foot repair. He, not telling me, took it to BSB Sales and Service to farm out the repair. In the process of making the repair, BSB eliminated the reverse stitch, the button hole maker, broke the console light and the power cord to the foot pedal. They packed the machine up as if it was in perfect running condition and gave it back to [redacted] who failed to check to see if the machine was in working condition. [redacted], knowing that it was not, would not let me go to his place of business to pick up the machine and brought it to [redacted]'s in AUburn, NY this morning. He called me as he was leaving [redacted]s and told me that he had [redacted]s pay him for the repair and that I was to write a check to [redacted]s and pick up the machine. I asked him to stay a [redacted]s so he and I could test the machine together and he told me that it wasn't necessary because there was a sewing sample on the machine. When I got to [redacted]'s, the staff and I tried the machine to find that the reverse stitch was destroyed, the buton hole maker was removed, the console light did not function and that you have to continuously wiggle the power cord while sewing to keep power to the machine. All of this worked perfectly before the machine was brought to BSB Sales. BBSB Sales destroyed a very expensive sewing machine. After my screaming to [redacted], he had [redacted] call me. [redacted] told me that the machine worked because there was a sewing sample on the machine. When I told him of the damage - he already knew about it - he promised to have [redacted] bring him the machine and promised that he would send it to Pfaff for complete repairs at no cost to me.