Grimes Interiors

Re: 3rd response to ID# [redacted] It is totally understandable to be frustrated when things don’t go as plannedEven more so when you have contracted for work to be done and not being happy with itWe are so sorry that this has been the case for this customer of oursWe truly pride ourselves on the work that we do and the services that we provideUnfortunately, there are occasions that things are not quite right the first time and sometimes a secondWhat we do here at Grimes Interiors is an artThe people that we employ are all mature people who are experts in their fieldEach person in our shop has over years of experience working in repairing and manufacturing and finishing wood productsBeing able to do the work that we do and provide strength and beauty back to pieces thought to be ready for the garbage, is truly a love for all of usWhen It happens that a customer is less than pleased with our work, we all take it to heart and want to make things right It is no different with this customerWe have never denied that there was a problem and never refused to make things right for herWe did our best to work and redo the table for a third time to be able to return her table to her in time for the Easter HolidayWe had the table ready for her inspection at our shop a full month before Easter SundayShe was aware that she would need to inspect the table at our shopThis was mentioned to her by [redacted] and followed up with a letter to her stating this factThis would be a common expectation of any company trying to make things right for a customerMoving the table back and forth would only provide more risk of something going wrongWe have gone above and beyond to make things right for this customer and want her to be happy with the work that we have done for herOur shop is exactly [redacted] from her home and we are very easily located on [redacted] ***Her unwillingness to make arrangements and come to our location to approve our work is confusingAgain, we apologize for not being able to satisfy her up to this point with our workOur goal has always been to make things right for herWe look forward to resolving this whole matter and returning her table to her home as contracted [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Rejection of Grimes Interiors’ Second Response RE: ID# [redacted] Grimes Interiors’ Second Response selectively addresses the documentation and rejection I filed A review of my rejection and subsequent reading of the business’ response makes this clear The table was delivered flawed in December I immediately noticed and pointed it out Who is the reference to “me” in the response regarding not knowing a problem with the table? [redacted] , the President of Grimes Interiors, acknowledged the defect while in my home and said he could fix it with commercial cream polish The cream polish did not fix the flaw and damaged what work had been done to the table and leaves I have no doubt the table was stripped and refinished the 1st time, but had a defect and then damaged by [redacted] Of course, I would carefully inspect the table The contracted price to refinish was more than I paid for it And I was very clear that the table was damaged before and not happy with the previous repair [redacted] assured me that my table would be better than when new The second attempt did not strip and refinish the table as I contracted It was a light sanding and uneven (additional) finish application I received this 2nd response today, the day after Easter I was unable to host because I was without a table The table I contracted to have refinished in September I am unable to travel to the other side of town in order to have my table returned AND that was never part of the service agreement I cannot approve its condition until delivered It seems Grimes Interiors’ disregard has left no option than to pursue this matter legally, as they have stolen my tabletop, leaves, leg and $deposit Damages include an incomplete dining room suite to replace, loss of use and deposit Regards, [redacted] ***

[redacted] The Revdex.comServing Western Pennsylvania [redacted] Re: ID# [redacted] We delivered the table back to this customer in December of She expressed that she was pleased with the work that was done for her and paid the balance owed for the work in full.A week later I was notified by our bank that she had stopped payment on the check that she had writtenShe had never called to inform us that there was a problem or that she was unhappy with our work.I called the customer the day we were notified by our bank to find out what was wrongShe explained that there were small marks that she did not likeI assured her that we stand behind our work and if she would have called to let us know she was unhappy, we would have made arrangements with her to make the table rightI also explained that I would have even held her check and waited to deposit it until she was happyWe then set an appointment to pick the table up, bring it back to the shop and make it right for herThis appointment was made for the first week of the new year so that she could have her table for the full holiday seasonShe was happy with this.We redid the table and took it back to her homeAfter getting the whole table set up in her home, she again was not satisfied and commented that she should have accepted it the first timeWe apologized and then brought it back, along with a leg of the table to try to match the finish even better [redacted] did explain that finishing is not an exact science but an art, and sometimes what one person thinks is perfect, another does notHe assured her he wanted to make her happy.We notified the customer that it was redone and requested for her to come in and inspect the table before we deliver it back to herThis is a common and reasonable request on our part in trying to satisfy our customers if there is a problemSometimes, customers come in to see their furniture even before the initial deliveryWe are not holding her table hostage at allWe are simply trying to make the finish to her request in hopes for a happy customerWe have been doing this type of work for generations beginning in We take great pride in the work that we do and services that we provideOnce she has approved the table, we will certainly deliver her things back to her.Thank you for your assistance, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
March 26,2015Rejection of Grimes Interiors' ResponseRE: ID# ***There is little truth in the business' responsePerhaps *** *** should respond and not an unknown ***My objection and documentation follow:I contracted Grimes Interiors to refinish my *** brand solid cherry table (& leaves) on September 30,and paid $as deposit (See attached.) I explained to *** *** that I wanted the table refinished as it had been "partially” repaired as a result of a move claim years agoInstead of refinishing the table, the table was simply lightly sanded and an additional/new topcoat appliedThis repair had changed the look, sheen and visible grain of the table.I questioned the high estimate to refinish*** explained that to buy my quality of table today new it would be at least double and when they were done the table would look "better than when it was new.”I was told that the typical turnaround was weeks, but that they were busy with the upcoming Thanksgiving holidayI shared that I do not host Thanksgiving so I prefer my job not be rushed and would be fine to receive after the holiday.I never received a call as to the status of my tableWhen I called to inquire, I was told it had been completed. I took delivery of the table the end of the second week of December I immediately noticed and pointed out to *** a defect in the finish/work directly in front of one head of table*** said it was extra spray and that he could remove by lightly sanding the table with a commercial cream polish and steel woolHe proceeded to use the polish and steel wool on the entire table and leaves so that it would all matchThis polish left a high sheen on the table (& leaves), but *** said it would dissipate in a few days and the flaw would be reducedI trusted that the table would be improved as *** explained and paid the remaining balance of $*** *** left the can of commercial polish at my home for my own personal use.I never said I was pleased with the workOver the weekend, I observed that the cream polish had not dissipated as *** *** had explained, the flaw was not removed or reduced AND the sanding with steel wool and polish had left half-moon scratches all over the table leaves.*** *** sanded the table leaves while resting on a chairThe unstable surface of the chair led to uneven pressure while sandingNot only was the damage/flaw remaining, the table and leaves were now in worse condition than when first taken off the delivery truck.I was unable to contact the business to discuss over the weekend, so I submitted a stop payment on the check and contacted Grimes Interiors as soon as possibleSee my attached phone recordsI made an outgoing call to Grimes Interiors *** on December 16,2014, to advise of the situation.I am the one who notified Grimes Interiors that I put a stop payment on my check and inquired as to resolutionThey suggested picking the table up later that weekI was the one that required it be after the Christmas holiday.See attached letter dated December 18,2014, from Grimes Interiors acknowledging the flaw and appointment to pick up to fix after the first of the year.When the tabletop (and leaves plus leg) was picked up on January 7,2015, *** *** explained that the fix would not take as long as they would not have to strip down to bare woodI explained my concern as I contracted Grimes Interiors to refinish my table because a light sand and new topcoat was the previous repair done by another company years ago and I was not happy with the thicker coat/sheen.When the table was returned for a second time, the grain of the wood was not as visible, and the edges had a bubbled, "orange peel" textureThis was a result of the table not being refinished/fixed, but simply sanded and new topcoat being applied unevenly.I never said I should have accepted the table the first timeI said the table was the closest to being finished correctly when it was delivered the first time AND BEFORE *** *** damaged it with the steel wool and commercial cream polish.*** *** takes the table for the third timeDays later I receive a letter stating that I had to travel to their location before my table would be returnedHad that been communicated at time of the 2nd delivery, I would have refused*** *** also stated that the table looked almost identical to the cabinet in the roomThe cabinet is of much lower workmanship and quality to the table and any comparison is unwarranted*** *** said my table would look better than it did when new and so far every attempt has been worseAND now they are refusing to deliver as contractedI am unable to travel to their location and will not make extraordinary efforts to do soThat was not the service/contract arrangementGrimes Interiors retains my tabletop, leaves, leg and $deposit And has lied in their response
Regards,
*** ***

Concerning a complaint submitted on 12/4/with the assigned ID# of ***The date of sale: April 4, 2013Completion date: May 13, 2013Project includes a Warranty of yearWe are very sorry for any disappointment this customer has had with our company andare still willing to make things right
for him.We were first contacted of a problem on January 4,2015, which was a year and nearly 7months after the completion dateThe customer was disappointed with the foam and statedthat it was not wearing as he expectedAlthough it was over the warranty time, we were willingto change the foam out for this customer in order to make things right for himThis wasexplained in the e-mail to the customer on January 28,It was stated that we would gladlychange out the foam for him with a high density, extra firm foam, replacing the high densityfirm foam usedWith the customer bringing the cushions to us, there would be no servicecharge and no material charge to the customer to make the switch to the more expensive foam.The customer was also informed in this e-mail that we had the foam in stock at that time andwould be able to redo the cushions for him within a week of him bringing the cushions in to us.The customer was satisfied with this solutionUnfortunately, the customer has not brought thecushions into our store to have the correction madeWe have also not heard from him untilreceiving this complaint from the Revdex.com.As we expressed to him in January 2015, we are very sorry that he is unhappy with ourCompany in any way and are still willing to make things right for himWhen he brings in thecushions, we will still change the foam at no charge to him, as we said we would do in Januaryof

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I would not have allowed my table to be taken if I was required to travel to inspect it.  I am unable to do so and will be pursing this matter in the court system as my table top, 2 leaves, 1 leg and $800 deposit has been stolen.
Regards,
[redacted]

While we understand the frustration there is when things do not go as you have hoped, we did not lie in our original response to this complaint. The first indication that there was a problem with the table to me was when I received the notification from the bank that you had stopped payment on the check that you had given to us. We have been in business for many, many years and we pride ourselves on the work that we do. We stand behind our work and do our best to correct any problem that may arise. When we learned that there was a problem with your table, arrangements were made right away to do what we needed to do to make things right. We apologized for the problem and then followed that up with a letter stating the same.Suggesting that we did not strip and finish the table as contracted is surprising. When we delivered the table the first time, you inspected the table thoroughly. Looking very closely trying to find the previous damages on the table as well as trying to find the touch up done by someone else that you did not like. You commented that it was all gone. There is no other process that would diminish the damages that were there and the work that was done by another company except stripping and finishing the table. This is what we were contracted to do and it is exactly what we did. It was only when you got down on your hands and knees and with your head down near the table, put your eye up against the table to look across the table, that you found one tiny, little flaw on the far side of the table. That is why I brought the table back. We are doing everything we can to satisfy you understanding how particular you are and wanting to get it exactly the way that you want it. The table has come out beautiful every time I delivered it. If you get down on your hands and knees to look at any product you buy or have had worked on, you will see some type of minor little something and that is where we were with this table. We document every job we do with before and after pictures. The differences are amazing. This is the case with your table as well and we believe that your table is beautiful. Although we think the table is beautiful, it is a logical and reasonable request of your approval before we deliver your table again.There has never been a denial on our part that there was a problem with your table or a refusal to correct the table and make it right for you. We were happy to do so and sorry that you were unhappy at all. We are conveniently located on [redacted] [redacted].  We welcome your visit and approval of our work. We look forward to resolving the problem for you.[redacted]

Re: 3rd response to ID# [redacted] It is totally understandable to be frustrated when things don’t go as planned. Even more so when you have contracted for work to be done and not being happy with it. We are so sorry that this has been the case for this customer of ours. We truly pride ourselves on the work that we do and the services that we provide. Unfortunately, there are occasions that things are not quite right the first time and sometimes a second. What we do here at Grimes Interiors is an art. The people that we employ are all mature people who are experts in their field. Each person in our shop has over 25 years of experience working in repairing and manufacturing and finishing wood products. Being able to do the work that we do and provide strength and beauty back to pieces thought to be ready for the garbage, is truly a love for all of us. When It happens that a customer is less than pleased with our work, we all take it to heart and want to make things right.  It is no different with this customer. We have never denied that there was a problem and never refused to make things right for her. We did our best to work and redo the table for a third time to be able to return her table to her in time for the Easter Holiday. We had the table ready for her inspection at our shop a full month before Easter Sunday. She was aware that she would need to inspect the table at our shop. This was mentioned to her by [redacted] and followed up with a letter to her stating this fact. This would be a common expectation of any company trying to make things right for a customer. Moving the table back and forth would only provide more risk of something going wrong. We have gone above and beyond to make things right for this customer and want her to be happy with the work that we have done for her. Our shop is exactly [redacted] from her home and we are very easily located on [redacted]. Her unwillingness to make arrangements and come to our location to approve our work is confusing. Again, we apologize for not being able to satisfy her up to this point with our work. Our goal has always been to make things right for her. We look forward to resolving this whole matter and returning her table to her home as contracted. [redacted]

[redacted]The Revdex.comServing Western Pennsylvania[redacted]Re: ID# [redacted]We delivered the table back to this customer in December of 2014. She expressed that she was...

pleased with the work that was done for her and paid the balance owed for the work in full.A week later I was notified by our bank that she had stopped payment on the check that she had written. She had never called to inform us that there was a problem or that she was unhappy with our work.I called the customer the day we were notified by our bank to find out what was wrong. She explained that there were 3 small marks that she did not like. I assured her that we stand behind our work and if she would have called to let us know she was unhappy, we would have made arrangements with her to make the table right. I also explained that I would have even held her check and waited to deposit it until she was happy. We then set an appointment to pick the table up, bring it back to the shop and make it right for her. This appointment was made for the first week of the new year so that she could have her table for the full holiday season. She was happy with this.We redid the table and took it back to her home. After getting the whole table set up in her home, she again was not satisfied and commented that she should have accepted it the first time. We apologized and then brought it back, along with a leg of the table to try to match the finish even better. [redacted] did explain that finishing is not an exact science but an art, and sometimes what one person thinks is perfect, another does not. He assured her he wanted to make her happy.We notified the customer that it was redone and requested for her to come in and inspect the table before we deliver it back to her. This is a common and reasonable request on our part in trying to satisfy our customers if there is a problem. Sometimes, customers come in to see their furniture even before the initial delivery. We are not holding her table hostage at all. We are simply trying to make the finish to her request in hopes for a happy customer. We have been doing this type of work for generations beginning in 1907. We take great pride in the work that we do and services that we provide. Once she has approved the table, we will certainly deliver her things back to her.Thank you for your assistance,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Rejection of Grimes Interiors’ Second Response RE: ID# [redacted] Grimes Interiors’ Second Response selectively addresses the documentation and rejection I filed.  A review of my rejection and subsequent reading of the business’ response makes this clear.   The table was delivered flawed in December 2014.  I immediately noticed and pointed it out.        Who is the reference to “me” in the response regarding not knowing a problem with the table?        [redacted], the President of Grimes Interiors, acknowledged the defect while in my home and said he could fix it with commercial cream polish.   The cream polish did not fix the flaw and damaged what work had been done to the table and 2 leaves.  I have no doubt the table was stripped and refinished the 1st time, but had a defect and then damaged by [redacted].   Of course, I would carefully inspect the table.  The contracted price to refinish was more than I paid for it.  And I was very clear that the table was damaged before and not happy with the previous repair.  [redacted] assured me that my table would be better than when new.  The second attempt did not strip and refinish the table as I contracted.  It was a light sanding and uneven (additional) finish application.   I received this 2nd response today, the day after Easter 2015.  I was unable to host because I was without a table.  The table I contracted to have refinished in September 2014.   I am unable to travel to the other side of town in order to have my table returned.  AND that was never part of the service agreement.  I cannot approve its condition until delivered.   It seems Grimes Interiors’ disregard has left no option than to pursue this matter legally, as they have stolen my tabletop, 2 leaves, 1 leg and $800 deposit.  Damages include an incomplete dining room suite to replace, loss of use and deposit.
Regards,
[redacted]

Review: Company took furniture to be repaired on October 16,2013. I was told it would take 6 weeks. I called on December, 19, 2013 and was told the glass for the furniture would be in next week and they would deliver the piece back to me the beginning of January. I never got a phone call saying they were delayed. I called early January and was told I would get a call back regarding the piece and I never got a phone call back. I called on 01/23/14 and was told it was being worked on and it would be a few weeks. No phone call again to tell me they were delayed. I once again called on February 27, 2014 and was told that they were having trouble getting the glass. That they had gotten the glass but it had come in broken. I never once got any phone calls from this company telling me that they were having trouble getting the materials. I always had to call them. I just called today April 2, 2014 and once again was told the company they do business with is not delivering the glass. I asked that they return my furniture along with my deposit and he told me he would put me on the schedule. When I asked what day that would be, he said he would have someone call me back. I said, I was told that once before and he got very rude with me and said I was being rude and wouldn't let me speak. He got mad and told me to come pick up my furniture and my deposit would be waiting and then slammed the phone down on me. The owners father originally re-did this piece of furniture and did a very good job. He was very professional, delivered the furniture on time and I never had any trouble the first time I used this company. Now the business is owned by the son and he is not professional at all.Desired Settlement: Rating needs to be downgraded. I will try to get my furniture back and my deposit. If I have problems, I will post it.

Business

Response:

In regards to your letter of April 4, 2014, concerning [redacted] ID# [redacted]:

Review: I contacted Grimes about a sectional couch we had purchased from a local retailer. The couch cushions seemed to start to not provide as much cushion. I contacted Grimes who came out and inspected our sectional couch. Their opinion was the material used today was very poor, versus the top quality they had available. The cost was rather expensive, but we were assured their material was far superior and we would see the results. We agreed to have the cushions re-foamed. The couch that was in use was in out basement and really never used. During the Thanksgiving Holiday we moved the couch up stairs and used it during the Holiday, but after just a few uses we noticed how poorly the cushions appeared to really not hold up to the quality we were assured.

I did contact Grimes, but only started to get their attention after I threatened to file a claim with small claims court. I was told that someone would come out and inspect the couch. When I was told of a date that they would come out (I took the day off to wait for them to come by). On two different appointments I was blown off, and I had to call to ask what was going on. I was told each time that it was not in their control and ultimately given the option to bring in the cushions on my own.

After getting blown off twice I was given the option to bring these cushions back to them, and that they would examine them for any issues. The cushions in question are rather large, and I wasn't able right away to bring them into their business. I never was able to bring the cushions back. But my emails after that were never returned.

I hope no one ever has to endure what I went through let alone have to pay the exorbant amount of money to be taken advantage of.Desired Settlement: I would like for our cushions to be re-foamed.

Business

Response:

Concerning a complaint submitted on 12/4/2015 with the assigned ID# of [redacted]The date of sale: April 4, 2013Completion date: May 13, 2013Project includes a Warranty of 1 yearWe are very sorry for any disappointment this customer has had with our company andare still willing to make things right for him.We were first contacted of a problem on January 4,2015, which was a year and nearly 7months after the completion date. The customer was disappointed with the foam and statedthat it was not wearing as he expected. Although it was over the warranty time, we were willingto change the foam out for this customer in order to make things right for him. This wasexplained in the e-mail to the customer on January 28,2015. It was stated that we would gladlychange out the foam for him with a high density, extra firm foam, replacing the high densityfirm foam used. With the customer bringing the cushions to us, there would be no servicecharge and no material charge to the customer to make the switch to the more expensive foam.The customer was also informed in this e-mail that we had the foam in stock at that time andwould be able to redo the cushions for him within a week of him bringing the cushions in to us.The customer was satisfied with this solution. Unfortunately, the customer has not brought thecushions into our store to have the correction made. We have also not heard from him untilreceiving this complaint from the Revdex.com.As we expressed to him in January 2015, we are very sorry that he is unhappy with ourCompany in any way and are still willing to make things right for him. When he brings in thecushions, we will still change the foam at no charge to him, as we said we would do in Januaryof 2015.

Review: I hired Grimes Interiors on 9-30-14 to refinish my dining room table top and 2 table leaves. I questioned the price of the service when quoted and [redacted] assured me that the table would "look better than it did new." When the table was delivered it had a defect in the center directly in front of now end. [redacted] acknowledged the defect and said could fix with an application of polish and light sanding with steel wool. The attempt to correct did not fix the original defect and damaged the table leaves. [redacted] graciously returned to fix the table and leaves but said the fix was not be the same process as the table was originally finished. That it would be a light sand and additional coat of finish. When the table was returned the table was in worse condition than when first refinished. [redacted] acknowledged the "orange peel" texture on the table edges and agreed to refinish so same as when originally refinished but without the defect. All of these interactions were documented by letters from Grimes Interiors.

After taking the table, [redacted] now refuses to return my table top, 2 leaves and 1 leg unless I travel to their location. I am not able with my day commitments and uncomfortable to travel that distance to an area I am unfamiliar. Had [redacted] communicated that when he was taking my table to correct, I would have refused.Desired Settlement: I expect [redacted] to deliver my table top, 2 leaves and leg in the condition as promised and contracted. Grimes Interiors is holding my table hostage along with my $800 deposit.

Business

Response:

[redacted]The Revdex.comServing Western Pennsylvania[redacted]

[redacted]Re: ID# [redacted]We delivered the table back to this customer in December of 2014. She expressed that she was pleased with the work that was done for her and paid the balance owed for the work in full.A week later I was notified by our bank that she had stopped payment on the check that she had written. She had never called to inform us that there was a problem or that she was unhappy with our work.I called the customer the day we were notified by our bank to find out what was wrong. She explained that there were 3 small marks that she did not like. I assured her that we stand behind our work and if she would have called to let us know she was unhappy, we would have made arrangements with her to make the table right. I also explained that I would have even held her check and waited to deposit it until she was happy. We then set an appointment to pick the table up, bring it back to the shop and make it right for her. This appointment was made for the first week of the new year so that she could have her table for the full holiday season. She was happy with this.We redid the table and took it back to her home. After getting the whole table set up in her home, she again was not satisfied and commented that she should have accepted it the first time. We apologized and then brought it back, along with a leg of the table to try to match the finish even better. [redacted] did explain that finishing is not an exact science but an art, and sometimes what one person thinks is perfect, another does not. He assured her he wanted to make her happy.We notified the customer that it was redone and requested for her to come in and inspect the table before we deliver it back to her. This is a common and reasonable request on our part in trying to satisfy our customers if there is a problem. Sometimes, customers come in to see their furniture even before the initial delivery. We are not holding her table hostage at all. We are simply trying to make the finish to her request in hopes for a happy customer. We have been doing this type of work for generations beginning in 1907. We take great pride in the work that we do and services that we provide. Once she has approved the table, we will certainly deliver her things back to her.Thank you for your assistance,[redacted]