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Gilmore's North Star Upholstery Inc

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Gilmore's North Star Upholstery Inc Reviews (1)

Gilmore’s NStar Upholstery NStar RdFerndale, WA 360-384-*** Response to complaint #*** dated 10/4/ At Gilmore’s North Star Upholstery, we strive to keep all of our customers happy and take pride in going out of our way to make
sure they are satisfied with the finished productCustomer satisfaction is our life-blood as word of mouth is the best advertising in a small community of boat owners The main complaint of the radar arch leaking is not due to faulty workmanshipThe problem with this installation is an unmaintained boat that has extensive oxidation on the arch which impedes the caulk’s ability to adhere as tightly as it would to a surface with new gel coat or one that has been sanded, cleaned and re-gel coatedThis was explained to Mr* via email with a request for the final payment, hence our “bad attitudes” (?). Given that Mr* has not paid the 50% requested at the beginning of the project (he paid $on 7/31/17), and given the amount of time we have invested in this project, we will not be making any adjustments to his invoice Please find below a few other examples of “issues” throughout this project that we have addressed to try to ensure that Mr* is a satisfied customer 1. We made an enclosure for the biminiTwo aft window panels with smiles were made and installed per his requestMr* looked at them and decided he didn’t like them- “we put them in the wrong place”After it was explained to him that this was the only way they could have been done, he was “okay” with them 2. The forward and side window panels were estimated without smilesAfter the installation of the sides and forward window panels was completed, Mr* decided he wanted a smile in the forward windowWe went back to the boat and picked it up, brought it to the shop, put the smile in- which was considerably more difficult and time consuming than putting it in during the initial construction of the window panelThe window was taken back out to the boat and installed againNow, according to Mr*, the installation is a problem, not enough snaps in the canvas panels so we go back out to the boat and put additional snaps in every window panel even though they were secureFor all of this back and forth and the addition of the smile, he was charged less than our hourly shop rate of $an hourOur shop is west of Ferndale and his boat was at Squalicum Harbor 3. The window screen we made for Mr* wasn’t right either, more issues we weren’t made aware of until after the installationDuring the patterning of the large forward window screen, Mr*’s wife came out and complimented one of our employees on how good the screen was going to look and she was doing a good job and that it looked like she knew what she was doingAfter the installation, Mr* decided that it looked horrible and “why wouldn’t we have done it like he thought it should be done”- he didn’t offer any suggestions or make any recommendations during the patterning process even though he was on the boat at the time of patterningWe took the screen down, took it back to the shop and made him a new window screen per his new instructionsIt was then taken back to the boat and a new installation was completedMr* was not charged for any of this redo- time or materials 4. The bimini is installed using a track which is attached to the radar archThe industry standard for this type of installation is to use a caulk called “Life Calk” made by BoatLIFEIt is a caulk that can be applied underwaterDue to the condition of Mr*’s radar arch, the caulk didn’t adhere as securely as it did to the track, therefore there was some leaking after/during when it rainedIt is not possible (when working with canvas) to make a guarantee of an absolutely water tight sealBut, in yet another effort to make Mr* satisfied, we went back out to the boat on October 3rd, removed the previous caulk from the radar arch and track. The radar arch was cleaned as much as possible using a solvent and the caulk was reapplied again to the inside and outside of the trackIt hasn’t rained since the second installation so Mr* has no way of knowing if the leak is still an issueMr* suggested the use of Butyl tape (after the installation was completed) to alleviate the leakingThis may or may not solve the leaking issue given the condition of the arch if not properly cleanedIf Mr* preferred we use the tape over the caulk, he needed to make the recommendation prior to the initial installationTo apply the Butyl tape, the track would have to be completely taken down, the arch surface cleaned however Mr* approved and then the track reinstalledThis can be done but we don’t feel this should be part of the initial invoice- there would be a charge for time and materials We honestly believe we have gone above and beyond to address all of the issues that have arisen during this project and we are satisfied that the work was done to the best of our abilities and this project has been completedWe believe that Mr* will never be fully satisfied with our work and will use it as an excuse to withhold the bulk of the payment owed to usWe have earned the monies owed to us on the final invoice Rob G*** Owner

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Address: 6408 N Star Rd, Ferndale, Washington, United States, 98248-8613

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