RE: Complaint ID [redacted] Dear Revdex.com, I am sorry to hear that the customer is still not happy with my attempts to address his concernsI have been in business for years now, and this is the first time a customer has felt the need to get a third party involvedThank you for the opportunity to explain my efforts During the initial repair project the customer was there for most of the time When I got to the color application phase of the project he inspected a test area and approved the look of the finishBy days end, most of the finish was appliedThe next day upon returning he informed me that he was no longer satisfied with how it lookedUpon accepting the job I had assured him I would do everything in my power to complete the job to his satisfaction So, I changed the look of the finish to his satisfaction The work involved a couch (cushions), a love seat (cushions), an easy chair and an ottoman along with all armrests About months later he called with concerns about peeling Upon arriving, there was indeed severe peeling on cushion on the couchThis cushion was the most severely damaged of them all, with deep scratches from dogs and much of the coating worn offI assured him this was not up to my standards of quality and re-did that cushion along with one small area on the easy chair that he felt was too roughA short time later he called me to inform me the same couch cushion was peeling again I apologized for the inconvenience this was causing him and told him I would do some research to determine why this one cushion was causing so much trouble I reached out to one of my vendors that supplies my materials, (who has yrs experience in furniture refinishing) sending pictures and talking the situation overHe advised on a process to address the problem and the materials neededI purchased the materials and contacted the customerThis process would require repeated applications of various products over a period of time The customer objected to his home being tied up and the couch being unusable for such a long timeI thought his objection reasonable and made arrangements to pick up the couch and do it away from his homeUpon returning the couch he asked for an extension of the year warranty I initially offered I felt his request was warranted and extended the warranty on just that cushion for a year from that time (April 2013)The rest of the work done on the furniture have had no problems at all In December he contacted me about crackingI asked him to send pictures, which he didBased on what I saw I did not feel this warranted a repair done under warranty, but given he had such a bad experience I wanted to extend good will and do it anyway I made an appointment to do the repair within one week of his callThe night before the appointment he called me to verify that I am picking up the couch to do it away from his homeI informed him this was a very minor job that could be done in his homeHe mentioned about his wife having allergies and did not want it done in his homeWe agreed that perhaps it could be done in his garageUpon arriving the next morning it was far too cold to be done in the garageI asked him if he objected to it being done around the HolidaysHe preferred not to have it done then I informed him that would mean waiting till late Jan or into Feb and he would have to provide some heat in the garage which he agreed to He called me while I was on vacation in early Jan and I reminded him of our conversation I contacted him on Feb 6th via text, to say I would be available Feb 14th but if he did not want it done in the home he would have to move it into the garage and provide some form of heatHe became very upset with me over this As a final attempt to extend goodwill I offered to once again pick up the couch and do it away from his homeHe seemed delighted that I was willing to do this Upon return of the couch he asked me to extend his warranty for yet another yearI made it clear that the area he was concerned about was in actuality holding up well given the original condition of the leather and thus no longer qualified for an extension Based on the complaint he submitted to you it seems he is concerned about what might happen in the futureThe picture he sent is a closeup of an area before the last warranty repair was completed I have never dodged any calls or texts from the customer I feel I have done everything within my power to satisfy our agreementI communicated to him (based on my most recent conversation with the aforementioned vendor) that it is possible that the leather on that one cushion had been damaged before the repairs started to such an extent that this is the best he can expectThe only other option would be to replace the leather panel if he is not satisfied with its wear at some future point Although I feel I have done everything to meet my obligations, I am still interested in finding an equitable solutionSince there were seating cushions involved in the project (not including armrests or the sides of the ottoman) and only one has been a problem I would be willing to refund $($divided by 6)I would hope this final gesture would provide closure to this matter Thank you for giving me this opportunity to explain my efforts to satisfy this customers concerns Sincerely, Roger Feldman
RE: Complaint ID [redacted] Dear Revdex.com, I am sorry to hear that the customer is still not happy with my attempts to address his concernsI have been in business for years now, and this is the first time a customer has felt the need to get a third party involvedThank you for the opportunity to explain my efforts During the initial repair project the customer was there for most of the time When I got to the color application phase of the project he inspected a test area and approved the look of the finishBy days end, most of the finish was appliedThe next day upon returning he informed me that he was no longer satisfied with how it lookedUpon accepting the job I had assured him I would do everything in my power to complete the job to his satisfaction So, I changed the look of the finish to his satisfaction The work involved a couch (cushions), a love seat (cushions), an easy chair and an ottoman along with all armrests About months later he called with concerns about peeling Upon arriving, there was indeed severe peeling on cushion on the couchThis cushion was the most severely damaged of them all, with deep scratches from dogs and much of the coating worn offI assured him this was not up to my standards of quality and re-did that cushion along with one small area on the easy chair that he felt was too roughA short time later he called me to inform me the same couch cushion was peeling again I apologized for the inconvenience this was causing him and told him I would do some research to determine why this one cushion was causing so much trouble I reached out to one of my vendors that supplies my materials, (who has yrs experience in furniture refinishing) sending pictures and talking the situation overHe advised on a process to address the problem and the materials neededI purchased the materials and contacted the customerThis process would require repeated applications of various products over a period of time The customer objected to his home being tied up and the couch being unusable for such a long timeI thought his objection reasonable and made arrangements to pick up the couch and do it away from his homeUpon returning the couch he asked for an extension of the year warranty I initially offered I felt his request was warranted and extended the warranty on just that cushion for a year from that time (April 2013)The rest of the work done on the furniture have had no problems at all In December he contacted me about crackingI asked him to send pictures, which he didBased on what I saw I did not feel this warranted a repair done under warranty, but given he had such a bad experience I wanted to extend good will and do it anyway I made an appointment to do the repair within one week of his callThe night before the appointment he called me to verify that I am picking up the couch to do it away from his homeI informed him this was a very minor job that could be done in his homeHe mentioned about his wife having allergies and did not want it done in his homeWe agreed that perhaps it could be done in his garageUpon arriving the next morning it was far too cold to be done in the garageI asked him if he objected to it being done around the HolidaysHe preferred not to have it done then I informed him that would mean waiting till late Jan or into Feb and he would have to provide some heat in the garage which he agreed to He called me while I was on vacation in early Jan and I reminded him of our conversation I contacted him on Feb 6th via text, to say I would be available Feb 14th but if he did not want it done in the home he would have to move it into the garage and provide some form of heatHe became very upset with me over this As a final attempt to extend goodwill I offered to once again pick up the couch and do it away from his homeHe seemed delighted that I was willing to do this Upon return of the couch he asked me to extend his warranty for yet another yearI made it clear that the area he was concerned about was in actuality holding up well given the original condition of the leather and thus no longer qualified for an extension Based on the complaint he submitted to you it seems he is concerned about what might happen in the futureThe picture he sent is a closeup of an area before the last warranty repair was completed I have never dodged any calls or texts from the customer I feel I have done everything within my power to satisfy our agreementI communicated to him (based on my most recent conversation with the aforementioned vendor) that it is possible that the leather on that one cushion had been damaged before the repairs started to such an extent that this is the best he can expectThe only other option would be to replace the leather panel if he is not satisfied with its wear at some future point Although I feel I have done everything to meet my obligations, I am still interested in finding an equitable solutionSince there were seating cushions involved in the project (not including armrests or the sides of the ottoman) and only one has been a problem I would be willing to refund $($divided by 6)I would hope this final gesture would provide closure to this matter Thank you for giving me this opportunity to explain my efforts to satisfy this customers concerns Sincerely, Roger Feldman