Crawford Family Auctions Llc

Re: Crawford Family Auctions
Date of Complaint: April 25,
ID:
***
To: Revdex.com
This correspondence constitutes the response of Crawford Family Auctions, LLC, to the Complaint of *** *** ***
About Crawford Family Auctions, LLC
Crawford Family Auctions, LLC ("CFA") is a family owned auction company, with over years of combined experience. CFA is a full service auction and estate company, and regularly helps clients sell coins and currency, comics, collectibles, jewelry, gold and silver, antiques, toys, memorabilia, toys, autos, art, real estate, household goods, and estates. CFA conducts online auctions, in house auctions, and on-site auctions. CFA is licensed, bonded and insured. CFA relies heavily on our reputation for fair dealing, satisfaction of clients and auctions customers, and personal referrals. CFA has never experienced a complaint such as this, and CFA does not accept the allegations lightly
Background
On or about December 1, 2015, CFA was contacted by an individual who referred to herself as "*** ***”, then referring to herself as “*** ***” in later conversations. Ms*** *** requested CFA to preview the contents of a house she was occupying, for the purpose of soliciting a bid from CFA to purchase the full contents of the house. Ms*** *** was soliciting bids from other entities as well
After going to the house and reviewing the contents, CFA made an offer to Ms*** *** to purchase the full contents of the house for $1,758.00. This offer was made via email dated December 3,
In an email dated December 7, 2015, Ms*** *** accepted CFA's offer. In the email Ms*** *** stated:
"Okay Steve, I had talked to Sandy and she said she was sending me her offer day before yesterday, but it never came and I called for it and she was going to call me right back and didn't so I think we are good to go. Let me know when you would like to get in there, and how much time you will need. Feels good having this off my list! Thank you. ***."
On December 11, 2015, via exchange of emails, Ms*** *** and CFA agreed to meet at the house on Sunday, December 13, 2015, at 11:am for the purpose delivering a check to Ms*** *** in the amount of $1,758.00, and to remove the full contents of the house. On December 13, 2015, CFA arrived at the house, met with Ms*** *** and her husband, *** *** ***. CFA tendered the check of $1,to Ms*** ***, and Ms*** *** acceptedMs*** *** executed an Agreement which stated: "Crawford Family Auctions is buying the entire contents of the home located at *** *** *** *** Olympia, Washington, for the sum of $1,758.00."
After accepting the money and executing the Agreement, Ms*** *** and her husband proceeded to direct CFA to not remove certain items, including electronic surveillance equipment, art. Although the agreement was for the purchase of the full contents of the house, CFA did not object and agreed to omit said items from the transaction. At this time, CFA offered to leave other items which were unique to this particular house, such as a water hose, yard waste containers and cart, trim, paint, blinds, yard tools, plant pots, and other minor items which had no value, but for their intended application for this particular house. Ms*** *** and her husband accepted CFA's offer to omit the additional items from the transaction.
CFA and its crew began the work of removing items from the house. During the removal process, Ms*** *** approached CFA and introduced a number of jewelry items she wanted CFA to sell. Ms*** *** stated these items were of lesser value to her than the rest of her collection. She stated these items included a wedding ring from a prior marriage, and other items which she did not consider heirlooms. It is not disputed these jewelry items were not considered part of the transaction for the purchase of the full contents of the house
Stave C*** and the manager of CFA sat down with Ms*** *** and *** *** ***. The four of us created a written itemized inventory of the jewelry items. CFA placed a question mark next to the items which would be investigated for authenticity. Ms*** *** asked CFA the value of these items and how much money she would get for them. CFA explained two options to Ms*** *** and her husband of how CFA could assist in disposing of the jewelry items: (i) sell the items directly to CFA, or consign the items to CFA. CFA explained the difference between the options, including the current market, fees and taxes. An agreement was reached that CFA would take the jewelry items to its office, CFA would conduct its due diligence on the items, and then contact Ms*** *** and her husband to offer them CFA's opinion on whether they might expect to obtain more money from selling the items directly to CFA, or consigning the items to CFA for the purpose of auction, without reserve. It is difficult for a consignor (and usually impossible), while in the field, to provide an informed opinion to a client as to the value of an item of jewelry. This is especially true when the authenticity of such items is questioned. Allowing time to conduct due diligence is standard practice and the course of dealing in the industry.
In an email dated December 19, 2015, Ms*** *** contacted CFA and inquired:
"Hi Steve, I hadn't heard anything since we left you at the house. How did things go? Did you make any decisions about my jewelry? Let me know where we are. Thanks. ***."
CFA responded to Ms*** *** by email on December 19, 2015, and stated:
"Hi ***. Things are fine, we had the house done Monday night as agreed. As far as the jewelry goes, I think you will come out ahead if it is consigned as opposed to us buying you outright, so we are putting in our next auction. I have a consignment form for you in regard to the jewelry and will send it to you as soon as we get back from Christmas break, (20th through 28th) I will email it you on the 28th. Between now and then, we wish you a very safe and happy holidays (Merry Christmas). Steve"
In an email dated December 27, 2015, Ms*** *** replied to CFA's December 19, 2015, email as follows:
"sounds really good. Hope you had a Merry Christmas."
Upon receiving Ms*** ***'s reply, CFA believed Ms*** *** agreed to consign her jewelry items for auction. Accordingly, on December 29, 2015, CFA sent an email to Ms*** *** as follows, with the consignment agreement attached in pdfFormat:
"Hi ***! Here is the consignor agreement to sign & send back. Thank you & Happy New Year!"
CFA began the task of readying the jewelry items for auction, anticipating the return of the agreement from Ms*** ***
In an email dated January 2, 2015, Ms*** *** contacted CFA and stated:
"Hi Steve. I'm thinking I will list a few things for auction with you and pick up the others. These will have reserve prices. I'm wondering what you came up with for values on the two large rings in 10k white gold aquamarine or blue topaz and 14k citrine with diamonds. I'm thinking of listing those, the tennis bracelet, the tahitian pearl pendent, the engagement ring, and the tone 14k pearl possibly. The rest I don't think I want to mess with the various fees. So, potentially rings, bracelet and pendent oh, and those channel set citrine earrings also. Bracelet reserve might be like $1500, engagement ring $3800, everything else between $200-$400. I'll be more definitive when I sign. Let me know about those rings we were unsure about and we'll go from there. Thank you. ***."
In an email dated January 3, 2016, CFA sent the following email to Ms*** ***:
"I am a little confused, When I emailed you last I said you would come out ahead if we put the jewelry in auction as opposed to a buyout, and that when I got back after Christmas, we would put them in our next auction, and you email back with "sounds really good." So that is what we did. To take them out of our auction catalog now would prove to be injurious to our auction. I don't do business that way. I'm sure this was not intentional on your part, but I was specific about the process, that we were 35% for delivered and you agreed. To come back with this now is a little out of left field. I can guarantee you that I will do my best to get as much as I can at auction. That is what we do and quite successfully; as far as reserves I believe that is high for the ring, usually, real world resale on rings like that are about to percent of appraised value. The appraisal is more for insurance purposes. I have the ring starting out at for an opening bid. Thank you. Steve."
At this point, it became evident there was no meeting of the minds as to an agreement on how to proceed with the jewelry items. CFA believed Ms*** *** desired to auction her jewelry items and began to prepare accordingly. Apparently, Ms*** *** did not believe she had agreed that CFA would proceed to auction said items
The parties continued to negotiate and discuss the situation, searching for a resolution, but to no avail. On January 8, 2016, *** *** *** emailed CFA as follows:
"Steve, I need to arrange to pick up my wife's jewelry as she feels things have gone sideways in terms of handling the consignment as she never signed anything and when I told her about the reserve and unsold item retrieval fees, she was not interested in proceeding with anything but those with a reserve that made sense. You have told her that her reserves were too high, so there is really nothing she wants to consign at this point. Thanks, Scott."
CFA replied to *** *** *** the same day as follows:
"Scott, No worries her items will be ready for pick up Tuesday to pm. Thanks, Steve Crawford, Crawford Family Auctions."
*** *** *** came to the office of CFA on January 12, 2016, to obtain the jewelry items. The Manager for CFA met with him, and provided him a copy of the written inventory list prepared on Sunday, December 11, 2015, in the presence of Ms*** ***, *** *** ***, Steve Crawford, and the Manager of CFA. The CFA Manager stood by as *** *** *** inspected and compared the same to the written inventory list. The CFA Manager informed him that if he had any questions, to feel free to contact us. Upon being satisfied all of the jewelry was present and accounted for, *** *** *** and the CFA Manager executed a written receipt as follows:
"I, *** ***, have received all items identified on the inventory list given to Crawford Family Auctions by *** *** and am authorized to pick up said items per her request. This releases all liability & interest from Crawford Family Auctions and transfers responsibility to the holder(s), *** *** & *** ***."
Fifteen days after *** *** *** retrieved Ms*** ***'s jewelry, and days after CFA removed the contents of the house, Ms*** *** sent and email to CFA dated January 27, 2016, accusing CFA of stealing jewelry, and not failing to remove the contents of the house
Response
Concerning the jewelry, it is evident now that a mutual mistake of understanding between the parties occurred. CFA believed, in good faith, that Ms*** *** desired to sell her jewelry items at auction. CFA proposed a course of action to Ms*** ***, and Ms*** *** indicated her acceptance. CFA prepared to sell the jewelry, anticipating the return of a signed written agreement. The agreement was never signed by Ms*** ***, and accordingly, CFA did not sell the jewelry.
It is always the goal of CFA to be efficient and fair in all of its dealings with clients. In order to be efficient, CFA often accepts the directions of its clients on short notice to accommodate their needs. CFA will spend the time, energy and money preparing items for auction, even though a client may have not yet returned a signed agreement. CFA accepts this risk as a part of doing business, in order to be responsive to clients. In this case, Ms*** *** changed her mind and decided not to sell the jewelry, or, another view is Ms*** *** never accepted CFA's proposed course of action. Regardless, it became evident there was no meeting of the minds, and the jewelry was returned to Ms*** ***, per her request, with no charge or fee incurred
CFA placed the jewelry into the possession of *** *** ***, as directed, on January 12, 2016. *** *** *** inspected the jewelry, and executed a written receipt accepting the same. CFA has no information whatsoever as the disposition of any of the jewelry items after *** *** *** took possession of the same
Concerning items left at the house. CFA spent two days removing items from the house (December and December 14, 2015). Ms*** *** directed certain items were to stay with the house. CFA performed as directed. Not once was any concern over this issue presented to CFA until days later
CFA firmly believes it acted in good faith in all dealings with Ms*** *** and *** *** ***. CFA contracted with Ms*** *** to purchase the contents of the house and remove the same. The clients changed the deal after receiving payment. CFA accommodated the client and agreed to leave certain items. CFA is not aware of a different course of action which could have been taken, other than to terminate the transaction and demand return of the money, which would not have been helpful to Ms*** ***. Instead, CFA did what could have been reasonably expected of them
At the request of Ms*** ***, CFA agreed to provide an opinion to Ms*** *** concerning whether she might receive more money for her jewelry items by selling directly to CFA, or by placing the jewelry items in auction. CFA provided its opinion and proposed course of action to Ms*** ***. Based on a good faith belief that Ms*** *** agreed to list her items for sale, CFA began preparations. Upon learning Ms*** *** did not desire to auction her jewelry items, CFA discussed and negotiated the matter. Upon the request of the client, CFA returned the jewelry items without any applicable fees. CFA provided time and opportunity to the client to inspect the jewelry and compare the jewelry to the written inventory list prepared with the clients. CFA is not aware of any further action which could have been taken to resolve the issue
In the first instance, CFA presented a written agreement to Ms*** *** and she orally modified the contract. CFA relied upon her oral representations. In the second instance, CFA relied on her written expression of desiring to sell jewelry at auction. Based on CFA's prior experience of oral modification with Ms*** ***, CFA proceeded. CFA has attempted to act diligently, fairly and efficiently in all dealings with Ms*** *** and *** *** ***
Ms*** *** and her husband, *** *** ***, are now on a campaign to smear the good and valuable reputation of CFA. They have published libelous statements which are entirely untrue. In the opinion of CFA, they are attempting to cause deliberate damage to CFA by filing complaints with ranking and review organizations such as the Revdex.com.
Each email, document, record and writing referenced in this Response is on file with CFA and is available for review upon proper request
Based on all of the above, it is respectfully requested the Revdex.com determine that Crawford Family Auctions, LLC, acted in good faith, and took all reasonable actions of which a business would be expected to do
Thank you for your time and consideration

In regards to complaint submitted by, *** *** , 5/4/
On or about the end of Janurary Ms*** came to our store front at Crawford family Auctions and purchased not just a matress but a Complete framed bed with headborad , foot board that included a Matress and box
springswhich we delivered to her apartment and set it up, The mattress and box springs were sealed in plasticCFA made the mistake of assuming it was newer with no issues because it was sealed.
When the employees of CFA got there and removed the mattress, they and Ms *** all realized the mattress was compromised, and smelled of cat urineWe at Cfa were as mortified as the customerThe employees were directed to immediately return the mattress and box springsWhen they returned to CFA, with Ms ***.We we very apologetic and she was offered a partial refund or she could pick out an unsealed mattress and box springs, which is what Ms*** didCFA delivered the mattress and and box springs that she picked out at no additional feeShe seemed to be fine and a perfectly civil individual at that point
Almost two full weeks later I Steve C*** received a phone call from MS***, she was very agitated and started to scream at me, I told her that I didn't communicate that way, and if she wanted to continue the conversation it needed to be in a civil mannerAt that point before I could get another word ,Ms*** went into a profanity laden tirade, made threats and hung up on me
Approximately week ago ( three months after the fact) Ms *** came into CFA's Place of business, met me at the counterI reconized her and mentioned that she was the customer that had called me screamed profanities and hung upShe said yes she was and indicated she was having a bad day on that occasion
I proceeded to tell her that if we discussed things civilly I would have, and before I could finish that sentence, she went into another profanity ladentirade, and started calling me filthy namesI let her know that was unacceptable, I don't talk to people that way and I don't allow people to talk to me that wayAt this point I did absolutely ask her to leave and told her she was not welcome as CFA,s Place of business anymoreAs she was leaving I opened the door and indicated that if she did return I would call the policeThat was not a threat but a statement of fact
My shipping manager that was in the other room could not believe what he had just heard and witnessed
I believe that it is a completely reasonable expectation as a business owner and as a person to not tollerate such behaviour that includes being screamed at with abusive and profanity filled tiradesI also believe that after Ms*** behaving in the manner in which she has, CFA has no obligation to have any more contact with this person
In all my years in business I have never had an experience like this
Steve C***
Managing Member
Crawford Family Auctions LLC
360-972-

To whom it may concern.Mr [redacted]'s complaint was taken care of on November 12th 2017. We did in fact offer  to refund him $470.00 upon receipt of the lamp , as long as it was returned in the same condition as he received it. That amount was also to cove  the shipping back. He instead...

decided not to return the lamp. but to keep it if he was paid $100.00. This negotiation was handle by a third party By [redacted] ,customer care manager for Invaluable / Auction zip Which is the platform he used to originally bid on the Oct 12th 2017 , I have copied and pasted the correspondence thread that took place on 10/12/2017. See below. This matter was closed. This new complaint is baseless   [Recipients: Steve C[redacted]] Hi Steve,  Thank you for your prompt response. I too had mentioned the option of selling or consigning the lamp to an auction house in his area. I agree that Crawford Family Auctions has a solid, positive history as a seller on our platform and we have relayed that to Kent as well. Thank you for offering an additional $50, however, due to concerns about the cost of packing/shipping and risk of being damaged in transit, Kent will not be returning the item.  Since online bidders are unable to physically view items before bidding, we encourage them to carefully review the description, photos, and to ask questions beforehand. As mentioned in my previous email, we do have communication recorded from before the auction where someone at Crawford Family Auctions confirmed that the item did have a Tiffany stamp. While we understand that information in the catalog is reliant on what you are told by the consignor, we do ask that Crawford Family Auctions is cautious of the Answers provided to detail oriented questions such as this.  Because of the circumstances surrounding the purchase of this item and the disagreement over the resolution, Invaluable has made an exception and will be providing Kent with a check for $100 to bring this issue to a close. Please don’t hesitate to reach out with any further questions you may have for us.  Sincerely,  --  [redacted] 
Customer Care Manager - US & Canada  Invaluable | AuctionZip  North America 617-746-9800  Europe +44 (0) 1983 559 850  Australia + 61-2- 8310 4003  ---------------------------------------------------------------  10/12/2017 12:29:59 PM EDT [Steve C[redacted]]  --------------------------------------------------------------- To: [email protected] HI [redacted] So I have offered to refund his purchase plus premium and more than Original shipping, if he wishes to send it back. I believe the number was$420.00. I have a problem with paying him to keep the lamp, considering that is Probably worth 1000 to 2000 , the Handel website offers to by these lamps , he could probably make a decent profit, if he explored that. In addition the estate still swears the lamp was originally purchased at Tiffany's. He has left a yelp feedback that accuses us of fraud, and now want's $100.00.Considering that I have offered to refund him, I think that takes a lot of nerve. He may have good feedback, but so do we, we have very few complaints. However this is what I will do I will add 50.00 to the refund amount and make it $470.00 that total amount should definitely pay for his shipping it back. I will refund him that upon receipt of the item, providing that it shows up unscathed, if it shows up damaged all bets are off. I will video the opening of the package when it arrives. In addition I would like him to agree to revise his yelp review. If you have any questions please feel free to call my direct cell is [redacted].Steve C[redacted]Owner* / Crawford Family Auctions 360-972-2270* / *www.c[redacted]familyauctions.com]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]
Dear It
Yes
I did call you filthy names!
Who wouldn't after you refused to refund my money and bullying me with your foul mouth.
God knows what you did!
So do I and so here's my new offer;
 
I want my money returned to me for the mattress, but I'll keep the bed frame. And a total refund for $60 that I paid cash for the filthy delivery you sold me. And I haven't ever in my lifetime heard of such a filthy thing you did too me!
I want $60 plus $175.00 . That's all for now and if you refuse to refund this, then court it is.