The Upholstery Place

I apologize for the handwritten response to ms***'s letter, but our computer is down Ms [redacted] originally came to our shop with several pieces, after removing them herself she made a deposit for the material and we told her two - three weeks to complete the order Later she decided to have the whole boat done, including a new cockpit cover When she left the boat, we had other boat interiors to do here and we do boats as they come in We then had nearly three weeks of almost daily rainfall, putting all of our marine work behind At some point she met with an employee to list what she wanted done and I did call her and reviewed what was what Nothing was said about carpet on the sides of the boat They had called and wanted the boat by Memorial Day I called to tell her the problem with the flooring in the cabin and of the leaking port window She realized there was no way the boat could be done by Memorial Day She also said she thought something was wrong because the floor was springy They then called and said they were picking the boat up on June and it better be ready When they came, they paid the balance due and were in a rush to leave I told them, we had to rush, and I was not happy with the carpet in the cabin and we would fix it when convenient for them I also told them it appeared there sere pieces missing around the engine cover that also serve to stabilize the engine cover Ms [redacted] said she had taken them out and had left them home.On Monday they called and reported screws sticking through the hull The guys made an error and had used too long of screws to secure the flooring I told her we would repair it and have C&A Marine and Auto repair it We do not do fiber glass repairs and wanted someone to repair it that was professional and experienced They brought the boat back up and it was repaired C&A had another boat on the lift and worked them in.The boyfriend's major complaint was the amount of time the boat was here I again said most of the time was due to the weather & there wasn't anything I could do about the weather.they informed us that they would be picking the boat up at %:30, knowing that we close at 5:00, however I had two guys there until 6:and they had not shown up before then They assumed that they were not coming and left.We do and always will stand behind out work and make correction if needed Our labor rate is $per hour and material.We realize that our error with the screws caused them tow extra trips and offer them $or $per trip, in compensation.The boat should have been inspected by them when they picked it up, both times We can't really be held for "damages" that appear after it leaves our premises, however we would repair any reasonable defect in workmanship.Thank you,Larry Conner

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 have read and reviewed Mr Connor's response to my original complaint.  He received notice of my complaint in mid July and it has taken him over a month to respond.  This was part of my complaint with his lack of adherence to time.  We dropped off the sundeck piece and the bench seat to his business 4/24 and after discussing everything with Mr Connor and one of his employees we decided within an hour of leaving the business that we were going to take the boat up there to have additional work completed.  I called and spoke with Mr Connor and we discussed us bringing the boat up on May 1st in the afternoon.  Mr Connor called me May 1st to confirm that we were bringing the boat up that afternoon.  I confirmed with him that we were and what time we would be there.  Upon arrival Mr Connor stated he needed to leave for 20 min to take care of a personal bill and would be back.  We discussed with his employee (actually two) what we wanted completed and the details and we picked out colors.  At that time it was relayed to them not to replace the carpet on the sided and that we wanted the captain chairs redone.  His employee wrote the details down and said we needed to wait for Mr Connor and talk to him.  We waited 15 minutes for him to return from his "personal matter" and we again went back over what we wanted and didn't want and it again written down.  He stated that he would need to look at the boat to give us an accurate estimate and asked for a deposit which we paid.  After several days and no text with the estimate we started contacting Mr Connor.  There were several nice sunny days that he would have had the opportunity to look at it and give us an estimate but he claimed he didn't have time and would get it to us in the next two days.  Still no estimate was sent.  At the time we dropped the boat off at the beginning Mr Connor stated he would have it completed in a couple weeks.  Again no estimate was given or a timeframe for completion.  So my boyfriend continued to call Mr Connor and request information and a date it would be completed.  No information was given and at that time by boyfriend stated we would pick it up June 9th and to have it done.  Again at this point he had had the boat for over a month.  And there were no weeks of rain as he states and believes. We were in a hurry to leave 6/9 as he stated that they were only open until 5p and it was already after that.  He said nothing about being unhappy with the interior or quality of work.  He said after a couple of times of having the boat in the water that he wanted us to bring it back up the have the carpet stretched and banded and we even discussed dates to bring it up.  Then upon our leaving he stated that if we had any problems to give him a call as he stands behind his work.  When I spoke with him after we took the boat back to the business due to the screws being placed through the boat he was completely shocked at the state of the cabin carpeting.  He had not inspected any of the work completed prior to us picking it up.  And again when we dropped the boat off 6/12 he was not available to speak to and he was hiding in the business.  I have the voicemail on my phone from Mr Connor 6/12 at 2:38p stating that he would have the boat repaired by the end of the week.  He NEVER stated where he was taking it to and I had to call around the area to find out where he was taking it and to see when it would be completed. As stated before [redacted] from C&A Marine and Auto can attest to the whole experience with the Upholstery Place and the fact that they had stated that they were planning to fix it themselves - which is why there was a delay in contacting C&A Maine and Auto initially.  The only compensation Mr Connor offered us was some gas money for driving back and forth and the fact that he claims this wasn't his fault. And I did speak to Mr Connor on 7/5 after he refused to pick the boat up from C&A Marine and Auto. I stated that I would be up when I was done with work to pick up the boat and he stated several times that they close at 5p and that "there would be no one there when we got there".  As no one was going to be there we were in no hurry to make it to the business by a certain time.  We did arrive at the business around 6:30p and there was no one present at the business.  Our time can be confirmed by the local Sherriff's office as they were speaking to 3 individuals in the business's parking lot. There was no type of compensation left with the boat when we picked it up.  I left a letter taped to Mr Connor's front door detailing everything that was in my complaint to the Revdex.com and that he had the opportunity to make it right. I have included the text message I sent him after he called my 5 times in one night.As recorded in the pictures attached it is dated 7/6 the morning after we picked the boat up from Mr Connor's business.  The poor quality work and incorrect work that was completed is documented.  It clearly shows no damage from our part and that this is the quality work that he provides and sends out to his customers.  And again had not looked at any of the work before we picked it up.  The boat was filthy and the work that they completed is already falling apart.  The two vinyl pieces that he is referring to were at home and just needed snapped back on to cover the engine.  Which when I replaced them when we got home don't even fit correctly because whom ever placed the snaps on didn't align them correctly.  I won't accept anything less than some type of refund from Mr Connor. After this horrible experience, inexperienced staff, damage done to our boat, incorrect repairs/replacements being completed, poor customer service and extremely poor quality of work a refund of some type in quite justified.  I'm the one with the detailed pictures and voicemails (I have tried to include the voicemail Mr Connor left 6/12 at 2:38p) and Mr Connor has nothing to explain or show what occurred during the two month period.
Regards,
[redacted]

I apologize for the handwritten response to ms. [redacted]'s letter, but our computer is down.  Ms. [redacted] originally came to our shop with several pieces, after removing them herself.  she made a deposit for the material and we told her two - three weeks  to complete the order.  Later...

she decided to have the whole boat done, including a new cockpit cover.  When she left the boat, we had 2 other boat interiors to do here and we do boats as they come in.  We then had nearly three weeks of almost daily rainfall, putting all of our marine work behind.  At some point she met with an employee to list what she wanted done and I did call her and reviewed what was what.  Nothing was said about carpet on the sides of the boat.  They had called and wanted the boat by Memorial Day.  I called to tell her the problem with the flooring in the cabin and of the leaking port window.  She realized there was no way the boat could be done by Memorial Day.  She also said she thought something was wrong  because the floor was springy..  They then called and said they were picking the boat up on June 9 and it better be ready.  When they came, they paid the balance due and were in a rush to leave.  I told them, we had to rush, and I was not happy with the carpet in the cabin and we would fix it when convenient for them.  I also told them it appeared there sere pieces missing around the engine cover that also serve to stabilize the engine cover.  Ms. [redacted] said she had taken them out and had left them home.On Monday they called and reported screws sticking through the hull.  The guys made an error and had used too long of screws to secure the flooring.  I told her we would repair it and have C&A Marine and Auto repair it.  We do not do fiber glass repairs and wanted someone to repair it that was professional and experienced.  They brought the boat back up and it was repaired.  C&A had another boat on the lift and worked them in.The boyfriend's major complaint was the amount of time the boat was here.  I again said most of the time was due to the weather & there wasn't anything I could do about the weather.they informed us that they would be picking the boat up at %:30, knowing that we close at 5:00, however I had two guys there until 6:00 and they had not shown up before then.  They assumed that they were not coming and left.We do and always will stand behind out work and make correction if needed.  Our labor rate is $50 per hour and material.We realize that our error with the screws caused them tow extra trips and offer them $250 or $125 per trip, in compensation.The boat should have been inspected by them when they picked it up, both times.  We can't really be held for "damages" that appear after it leaves our premises, however we would repair any reasonable defect in workmanship.Thank you,Larry Conner