Greve Chrysler-Jeep-Dodge of Van Wert, Inc.

Company responded by fax with a handwritten response, that has been transposed by Revdex.com staff 4/29/16-[redacted]25123 Hilltop Dr.Beachwood, Ohio 44122Dear Mrs. [redacted],We did not change the shape of the top of the chair, when the chair was brought to us it was partially covered with a ripped...

piece of vinyl the foam padding was exposed and ripped and the corrugated cardboard that covered the top was ripped and had holes and was out of shape. I can tell from your picture photograph from 2B years ago that the cardboard support was already broken. That is what the vinyl in the photograph looks wrinkled instead of being pulled tight like it originally was when new. If you had brought it in at that time to be upholstered the shape of the back would be the same as in your photograph. However, you continued to use and abuse the chair. There is a reason that the manufacturers put weight limits on children’s furniture and from the picture of your older son sitting on the chair it appears that he is close to the limit. When an excessive amount of weight is put on the center support it has a tendency to warp the shape. The center becomes wider and the ends become narrower than the center. If you had brought the photograph in at the time that you placed the order we could have offered reconstruction services to build a whole new top before upholstering if you wanted the top to look like the photograph, but all you said was that you wanted it reupholstered meaning to cover it in its current shape. We found a vinyl that matched the original.I thought the chair had springs in the seat, but I was told by the upholster, Lynn R[redacted] that it did not. Lynn R[redacted] does all of our large upholstery jobs, couches, chairs, loveseats and anything difficult. He is a master upholsterer with over twenty years of experience. He has his own shop [redacted] phone number [redacted]. He stands behind the work that he did on the chair. I’ve included a copy of his response to the complaint. He replaced the broken cardboard with regular jute upholstery webbing creating a much sturdier base than cardboard. This was interwoven and covered with burlap followed by a strong fabric to create a smooth base. Then came the new foam covered with cotton to create a soft comfortable sitting surface. Then comes the hard part of pulling the vinyl tight to follow the contour of the recliner. If you can see the seat you will see there are no wrinkles. Not every upholsterer can not do that, an excellent job. This was done in less than a month well with the 4-6 week estimate. The customer took the chair home. One week later brought the chair back with the photographs. Lynn does not work at our shop. He has his own shop with his own customer’s and can’t come to our shop everyday. When Lynn came he looked at the pictures and said he would see what he could do.  When we called Lynn to check on the status he said he was working on it and he’d call when it was ready. Which is what we told the customer when she asked us to check. Apparently no one called the customer to repeat what we had told her a short time before her husband called shortly after we spoke to Lynn. he said he was planning on bringing the chair back that Friday or Saturday. However he didn’t come to the store with the chair.He came up with the excuse that his wife cut her hand preparing food, he took her to the emergency room and spent Friday with her there. It rained on Saturday. I don’t like delivering in the rain either. What the chair frame had originally was 3-1” square support rods one in the front, one at the top, and one in the center as support. Due to the customer’s abuse of the frame the rods had bowed out warped, Lynn was able to force a 2” by 4” piece of wood in at the top of the frame stretching the top from 11” to 121/2.” The customer came in and immediately started yelling at my wife. She complained that the arms had been changed. The arms along with the rest of the side panels only fit in one place. They are held in place with nuts and bolts and covering the ends of the bolts are decorative nails. It is impossible to change the position of the bolt holes. The customer is upset that the recliner doesn’t look like it did 26 years ago. If the customer takes the recliner to any upholstere who can show Lynn that he did anything wrong. h e will gladly refund the consumer’s money. The customer also yelled at my wife because she was upset that I wasn’t there. I was involved in an automobile accident on February 9th. My van was hit from behind. Since that time I have gone to physical therapy sessions in the afternoon and have spent limited time at the shop. I find the attitude of the customer to be abusive and unreasonable. If the customer wants to have the top reconstructed the labor for that will be $120.00 + $10.80 tax plus the labor of the upholstering the larger frame. Lynn did not do anything wrong. He stands by his work. We stand by Lynn.Very truly yours, Mark E. Bussey, President Bussey’s Upholstery, Foam, & Fabric Inc.