Jim Laabs Music

DO NOT USE THIS COMPANY. LOOK ELSEWHERE. Please note for clarification that this review is for their piano moving service specifically, but does reflect on the entire business. 0 stars, would not recommend. My family and I have had simply the worst experience possible here. My wife and I purchased a beautiful baby grand piano from a private seller and began to shop around for a reputable company to move our new piano. My wife discovered this business and was informed they had a piano moving service. She was advised that someone would call her later that day. My wife received an email only (no phone contact attempts were made until the end) the next day. Of note, I have retained all emails and communication for legal purposes if need be. My wife even provided them with her personal cell, but they declined to call her initially (we’ll get back to this one). My wife described the area inside and out surrounding the piano to the best of her abilities, including that there was a door adjacent to the piano leading outside. She was informed by the sellers that there was grass outside this door (covered by snow as one could assume as it is now the dead of winter in northern Wisconsin). The movers did not request photos, however we did provide a couple anyways – again, trying to be as helpful as possible. About 1.5-2 weeks later, this company contacted my wife and told us they would be available the next day. As I work full time, my wife (attempting to be helpful and as thorough as possible) drug all 3 of our young children (1 is an infant) early in the morning to meet the movers and ensure everything went smoothly. Upon arriving, the 2 gentlemen who arrived with the truck (who per my wife’s report were very kind and helpful) noted that as there was snow and possibly ice in front of this door, they would not be able to move the piano safely. Very understandable. I would never want to endanger someone’s life for a piano. They attempted to try another longer route through the house, but this was not ultimately possible. My wife then received a phone call from someone named Troy Laabs, who proceeded to yell and cuss at my wife – with my young children in earshot! He accused my wife of lying to him and demanded payment immediately, declining to move the piano regardless of payment. My wife called me in tears. I attempted to remedy this for her by calling Jim Laabs Music Store. After some phone tag, I was placed in touch with Josh. Josh was very professional (thank you, Josh). I have since been informed that Josh (though he was the only professional person I had personally spoken to) was indeed a young kid who works behind the counter and did not have any control or knowledge of the situation. After explaining my frustrations and requesting an apology numerous times, Josh (it seemed like was being fed a script, as he would regularly place me on hold and come back with more information) insisted that we owed money for the truck. I explained that A.) no contract was signed, therefore no money is owed. B.) my wife was treated like garbage and profanity was used against her in front of my young children and no apology has even been attempted. C.) it is generally poor customer service, at best, to scream at and cuss out a customer, then demand payment for services not provided. D.) I am not amenable to making any payment to a company who treats me or my family this way. Prior to this obscene behavior, I am a reasonable guy, and would be happy to work with any friendly small business who has run into unforeseen roadblocks. E.) this company does not even have the self-awareness or respect for their customers to offer even a scripted apology (come on folks, market research tells us a lot about the power of even a simple “I’m sorry.”). On principle, we will be using another piano moving service from farther away that will cost us twice as much as there is not another service close by that we are aware of. I will also be spreading this warning around to everyone I know as a cautionary tale.

Company states that the refund has been made

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 The store is refusing to replace the cello or compensate me for the cost of the defective cello They are instead trying to get the shipping company to pay for the celloThis is unacceptable because the cello was already damaged beyond repair when I sent it to them To claim against the shipping company would be committing a fraud I would like the music store to compensate me for the cost of the defective cello, $ Regards, [redacted]

We spoke with the customer, he has his tracking number and his accordion will be delivered on Monday, February 6th, FedEx tracking for his package is: [redacted] He asked to close/cancel the complaint

We have spoken with [redacted] over the phone and he has agreed to return the accordion When the accordion has arrived we will issue a refund

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 mei received your letter regarding the complaint submitted on 1/19/and I heard back from the company on Monday 1/30/and shipped the accordion to me on Tuesday morning via Fedex with tracking # [redacted] I should be receiving the accordion on Monday according to Fedexeverything got resolvedthank you Regards, [redacted]

We will deliver the keyboard on September 11, We will call you with the time of delivery on that date when we are closer to the date of delivery

Business states they have been in contact with the consumer and they have agreed to exchange the hornThey will be working on solidifying this plan

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]

Mr [redacted] and Jim Laabs Music was able to come to an agreement on a replacement cello Jim Laabs Music charged Mr [redacted] $for a new cello, shipped by FedEx (tracking [redacted] ) The broken cello sent by Mr [redacted] to Jim Laabs Music will be kept by Jim Laabs Music This was found to be satisfactory by both parties Jim Laabs Music has emailed Mr [redacted] all necessary receipts and tracking information on 3-11-and has asked Mr [redacted] to update the Wisconsin Revdex.com Complaint with his comments as well.-------------------- Thank you for adding this for us*** [redacted]

We are currently working with this customer to resolve the complaint.Since receiving the complaint we have found that when the instrument was returned to us it was not shipped with insurance The instrument was also not packed for shipping by the customer Customer is currently working with packing store to look for reimbursement because of poor packing job by the packing store that led to the cello being received by us with a broken neck.We will update the complaint again when additional progress with the customer is made.Jim Laabs Music

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] ***I spoke to Jeff on 1/10/and gave him the card information so he can continue the refund processI stil havent received the credit; as soon as I receive my deposit I will accept the responseI fully understand that the credit can take 2-business days
Regards,
Enrique ***

[A default
letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

The customer, a citizen of Mexico, is asking us to ship the piano for pickup to Texas so he can drive it over the boarder. We had agreed to do so and had spoken with the customer multiple times agreeing to do so. We have given the customer options for his delivery and we encourage him to
call us at ###-###-#### to confirm the delivery date and time if he has any questions. We encourage the customer to also be patient and know that we will follow through on the deal we made with him

Hello - We have reviewed this case and will be issuing the customer a full refund of his down payment. We apologize for any miscommunication on our part.Please contact us at *** with any questions. The refund will be processed immediately, however the customers bank / credit
card may take 24-hours to reflect the refund.Sincerely,Jim Laabs Music

We have been in contact with the customer regarding a replacement trombone. The customer requested photos of the replacement trombone, which we will provide when it arrives from the manufacturer. We will stay in contact with the customer regarding the replacement timeline and update this
complaint as new information becomes available

We have refunded the customer the $200. We have been given notice from our broker that his accordion will be here either March 23rd or 24th and we will contact him to see if you would like to reorder at that time. A PDF copy of his receipt is attached to this response

We have contacted the customer to offer them to return the Recorder Set for a full refund by phone and email (as listed in this review) with no reply. We ask the customer to contact us ASAP at ###-###-#### and we will arrange no-cost shipping of the set back to us for a refund

We have issued Dawn a complete refund and she has responded by email (below) that she has received the refund and is completely satisfied

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
is satisfactory to me.
Regards,
*** ***