Solidmasters

Review: Had a real bad experience with this companysave your money and aggravationgo elsewhere. We really needed their professional services help review and prepare revisions for the functioning and aesthetics of our products, deliver a manufactured unit/s for display at a trade show (never delivered), and provide costs to produce the product and fill orders within 90 days of the show. We were assured wed be helped. We received nothing we can use, and now we can neither get our money or the product we sent to them returned to us.Desired Settlement: We want our money back and our product that we sent to them back in good condition. We hope that others will be aware so that this does not happen to them.

Business

Response:

Dear Ms. [redacted]

The Revdex.com, Response Communication for Complaint

# [redacted]

In response to the complaint referenced above Solidmasters llc was contacted by this customer to help with a project involving receiving

component data from the customer for their new product assembly for

reverse engineering that needed to be put into 3D format for manufacturing. As

part of the project we were asked to improve the engineering, where possible,

without specifics identified by the customer. In the quoting process we made it

clear that it is hard to work with such an open ended [not identified]

element of the project and we were hesitant to undertake the project in this

manner. The customer accepted this and asked us to do the best we can and proceeded

by placing an order for us to proceed. We asked for them to send a complete

unit for us to use as reference as the data we received was not accurate and

not complete.

Points to note in the process:

1.

As we started we saw that the parts and data were not matching

up so we undertook to take each component and re-engineered it in 3D data

format.

2.

As we communicated with the client this was taking more time

than we allocated but would continue on as we knew the client was trying to get

to a trade show.

3.

We also expressed on several occasions what improvements

were making. The client seemed happy with the progression of the project.

4.

As we finished what we thought would was a complete engineering

package we had a Skype video conference with customer going through each

component and changes. The customer was happy with the project at this time and

we agreed that once the manufacturer stared the manufacturing process there

would be other improvements made in the future that would come out of this

process.

5.

We all acknowledged that time was running out for

the show and we would make every effort to get a prototype quoted.

6.

The data was sent and reviewed by the customer and the customer paid for the

balance of the project authorized by them for us to do as they was happy with our work.

7.

During the quoting process our supplier undertook a commitment

to make the prototype for the show unit but failed, unexpectedly, to be able to

meet the expectations we asked them to do. We were caught short and

communicated this to our customer. They said they would go ahead and complete

the task.

8.

The customer was not happy as expected but that was the only

thing we could do. The customer did not relay they were unhappy with the

engineering and data conversion we did, as I had offered to replace any

work they found not satisfactory.

9.

In the end the customer said we failed to meet the results of

the work they asked us to do. We again offered to redo any of the data they

paid for but they did not come forth with any specifics or request.

10 We are in the process to send back the unit they supplied us at

their expense.

I hope this conveys our

position clearly.

Best regards,

Solidmasters Management.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[SUBJECT: SolidMasters LLC’s response to our complaint #[redacted] is not acceptable because:

1. The SolidMasters Proposal we signed on 9-11-13 includes an addendum, “List of Issues” specifically identifying 8 problems we hired this company to solve within a time frame they agreed to in their Proposal.

2. We agreed to and included in the Proposal their only concern emailed to us on 9/11/13: . . . handmade or hybrid manufactured but they would exhibit as production units people can order.”

3. SolidMasters agreed to the following schedulel: “…..Show November 5-8, 2013. It is imperative that review, etc. as described in Item #1 and any other necessary work is completed to provide Production-ready or pre-production (handmade or hybrid manufactured that would exhibit as production-ready) units for display in our … Booth. “

4. The skype presentation of 3D drawings was inaccurate, superficial and elementary. SolidMasters mitigated our concerns by saying that drawings and product improvements would continue while they solicited fabrication costs/bids from manufacturers. The skype drawings and suggested part change are unusable and; we expected, at least, solutions for the “issues” listed on the signed Proposal. The owner called us on his cell phone and asked for final payment on Saturday morning, 9-14-13 ([redacted]) saying payment was necessary for work to continue.

5. There were no updates from SolidMasters between 9/14/13 after they received final payment until 10/6/13 when they said they were “busy” and we would have pricing by Tuesday, 10/8/13. To date we have received no pricing. (We made the 2nd and final payment of $1,225.00 because the owner said they had to have this payment before they could proceed with their work to get us product and manufacturing prices before the trade show on Nov 5-8, 2013.)

6. Our email on 11-12-13 communicated our disappointment to SolidMasters for nonperformance of their contract, and it requests return of our $2,450 and our product in the original 3 boxes shipped to them by UPS. No money and no product have been returned to us. SolidMasters signed our Non-Disclosure Agreement, yet they threatened in an email to sell our product at a local swap meet, and falsely saying that we authorized the swap meet sale!

Per the Proposal, we assumed SolidMasters was going to provide our product the quality in design and manufacturing, as expressed on their website. Instead, we incurred losses: monetary, time, product, and shipping cost. As retired seniors it was a nightmare to quickly assemble products from parts we had in our garage for display in our trade show booth. When the show ended and to keep our product moving along, we hired another development firm who has diligently solved the same 8 issues we listed on the Proposal with SolidMasters. The results are less parts, less cost and a better looking product.

We need the $2,450 paid to SolidMasters refunded to us and our product returned to our address in Atlanta, ASAP.]

Regards,

Business

Response:

See attachment file "original proposal".

In the contract is clearly stipulated we are going to reverse engineer and convert to 3D what [redacted] provided.