Rays' Leather Repair & Restoration

Initial Business Response /* (1000, 5, 2016/01/14) */
Contact Name and Title: Gary [redacted], mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
We will admit that we should have handled this differently. What client fails to mention
is that we offered her an immediate refund...

some months ago, or a free upgrade to our $795 package
if she was willing to wait until we returned to her county.
Her email to us dated July 31, 2015 indicated that she declined the refund and wanted the upgrade offered:
=====
From: Craig's RV Park
Date: Fri, Jul 31, 2015 at 2:28 PM
Subject: Re: your Florida photoshoot
To: Tom [redacted]
The upgrade and adding us to the next photo shoot will be fine? During the summer I am the "Lone Ranger" and I don't check email very often. I can be reached at XXX-XXX-XXXX.
Vicky
========
So, we put her project back on the the FL flight schedule for reshoot.
We should have notified her that we ran into unsuitable weather conditions in her county during our fall FL run and I see from the email log we did not notify her of this personally, but we do notify clients on our website scheduling page of the local shooting conditions when we are on location, and it is possible she did not see that.
We do we have her project re-scheduled for Spring at this time. Since she indicates she now wants a refund now we will send the client a full refund today.
We are sorry about this situation, we shoot over 1000 projects per year, and a few times miscommunications can happen. If she still wants the free upgrade we offered prior she can contact us. We have recently upgraded to Canon 50megapixel cameras which allow great 40x60 enlargements.
OFFER:
We have mailed a full refund to client per her request. If she changes her mind and wants the free upgrade she wanted prior she can contact us.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The check was received on 1/21/16 for the full amount paid.

[redacted],
Here is our response,
First I'd like to mention we do guarantee our work. In almost 20 years of working in this industry, I have personally been able to resolve 100% of any customer concerns.
Counting the first visit, I have been to this customer's home 3 times. This...

has been going on for 9 months but, I have been in constant communication and I've been down there twice to try our best to resolve the problem. It's also important to know that she lives four and a half hours away from our office.
Once the job was completed and I was made aware the color was rubbing off.  I informed the customer that we do guarantee our work and we would make it right. We scheduled another appointment as soon as we could. I asked what products were used to clean or condition the furniture prior to service. I was informed the customer had used a wax based product. This product is intended for distressed waxed aniline leathers, which her sofa is not. Her sofa is covered with pigmented 2 tone protected leather. Wax/oils do not mix with water based leather finishes, this is the main reason the color is coming off.
We try our best to inform customers what is good for their type of leather and what is not. I was not aware of the wax application until the second appointment. I touched up the small areas of concern where the dog had dropped his slobbery wet ball on the furniture. Informing the customer not to use the wax treatment. I also informed her of our concern of the wax she applied to her furniture prior to treatment. She had mentioned she only applied it to a few areas. After I made the repairs I told her to let us know if there are any other issues. If wax was in fact only applied to a few areas, the finish should hold well. 
A few weeks later, we got another call. Her mother was visiting and touched the leather with lotion on her hands and the finish wiped off again. We made another appointment, and made it right again. The affected area seemed to small so repaired it & this time added an additional protective finish. I was informed by the customer again that she only applied the wax to a few areas. If that was the truth, then there should be no more issues. She mentioned she never really liked the furniture when she first got it. We even offered to help her sell it for $5000 on social media and craigslist as a courtesy.
Unfortunately, the customer called again a few months later and informed us she wanted a refund. Our guarantee is to make it right, and that is what we intend to do. We have 100% success rate at doing so. This time, I am going to strip the leather down to make sure I remove all the wax the customer has applied. I have also been in contact with my mentor and master color chemist to help insure we get this resolved.
We have learned and implemented procedures to avoid things like this in the future. We have done everything to work with this customer to make it right. It has cost our company a lot of money. We do not intend to buy her furniture or pay her $990. We will make it right and guarantee our work as promised. 
Sincerely,
Ray R[redacted]Ray's Leather Repair & RestorationOffice: 541-241-2020Cell: [redacted]Fax: 503-405-7301www.raysleather.com

Initial Business Response /* (1000, 5, 2016/12/01) */
Contact Name and Title: [redacted], manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
We do not call the same number multiple times, so it appears that client may have multiple numbers forwarding to a different...

number. We do not have any message over 3 minutes long. We have removed complainant's stated phone number XXXXXXXXXX from our internal business list, however we can stipulate that we did not dial this number. This number is not listed in our business database. It is apparent that if complainant received a call at this number the call was originated at a different number and forwarded to this number. On a hunch we checked complainant's business name and see it shows several numbers. We have removed all of these numbers from our internal business database:
XXXXXXXXXX
XXXXXXXXXX
XXXXXXXXXX
XXXXXXXXXX
however we do not call toll-free numbers.
It is possible complainant may control additional numbers or additional businesses which forward to a different number. To fully clean our list complainant can contact us directly and we are happy to remove any additional numbers.
Initial Consumer Rebuttal /* (2000, 7, 2016/12/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the response. It sounds like a third party is spoofing the respondent's phone number.
Thank you for removing all the numbers from your data base.
We also took the liberty of blocking the respondent's business phone number.
We do consider the matter closed.