Valley Cab Co

Initial Business Response / [redacted] (1000, 8, 2016/06/19) */ [redacted] We received two glider rockers from this client to be refinished and upholstered. The client also asked if we could tighten both, as the... frames creaked somewhat. Once work was completed, the client was called to pick up their furniture. We do not pick up or deliver furniture - we have a third party moving company that charges $**, however this client turned down this option to save money. The client came to pick up both chairs and was extremely pleased with the result, sitting in the chairs, rocking them etc. The client brought an open utility trailer with which to transport the chairs. They were placed at the front of the trailer, tarped, and ratchet straps were used by the client to secure the chairs to the trailer. There was a great deal of wood creaking and cracking during this process, and I advised the client that over tightening the straps may cause damage. Several weeks later the client contacted us saying that one chair was fine, however the other chair was making a great deal of noise. I advised the client to bring the chair to the shop, and if it was a defect in my workmanship that I would repair/rectify the issue. The chair was delivered, and I advised the client at that time that it may be a while before I could get to the chair as I was going out of town to do resort work. The client was fine with that, and said that they would be out of the country for an extended vacation. During a trip home, I checked out the chair and discovered extensive structural damage, and the telltale signs of an amateur attempt to repair the damage - damage that certainly was not there when the chair left my shop. I advised the client at that time that this was the cause for the extensive noise in the chair, and that I was most certainly not going to be fixing a chair that was damaged after it left our possession. I was informed that the chair was "bumped" against a door casing which caused the damage I spoke of. This was untrue, because the chair would've had to have been thrown down a flight of stairs to incur the damage I saw - either that, or it was caused by being ratcheted too tightly to a trailer. Did I mention that when they brought the chair back for repair, it was tucked safely in the back of an suv,and not on a trailer. In any regard, I advised the client to contact me regarding pickup of the chair - that I'm normally around the shop, but to contact me first to make sure I'm at home. I received several "we're on our way" messages at different times, however I was not at home and didn't advise them that I'd be at home, so they did not do as instructed, and therefore my not being there was not my fault. Furthermore, it is a 40km drive from my home to theirs, with 90% of it being 110 km/h highway ' they are not an hour from me. In any regard, my obligations to this client were fulfilled, and I was not about to repair the damage sustained to the chair by their negligence. In closing, the client has also been on my [redacted] business page advising potential clients to inbox her so that she may talk to them. I advised her at that point that if she continued such behavior, that I would contact my lawyer. I've since banned her from my page, and am considering this entire matter closed.

Initial Business Response /* (1000, 8, 2016/06/19) */
[redacted]
We received two glider rockers from this client to be refinished and upholstered. The client also asked if we could tighten both, as the...

frames creaked somewhat.
Once work was completed, the client was called to pick up their furniture. We do not pick up or deliver furniture - we have a third party moving company that charges $**, however this client turned down this option to save money. The client came to pick up both chairs and was extremely pleased with the result, sitting in the chairs, rocking them etc.
The client brought an open utility trailer with which to transport the chairs. They were placed at the front of the trailer, tarped, and ratchet straps were used by the client to secure the chairs to the trailer. There was a great deal of wood creaking and cracking during this process, and I advised the client that over tightening the straps may cause damage.
Several weeks later the client contacted us saying that one chair was fine, however the other chair was making a great deal of noise. I advised the client to bring the chair to the shop, and if it was a defect in my workmanship that I would repair/rectify the issue.
The chair was delivered, and I advised the client at that time that it may be a while before I could get to the chair as I was going out of town to do resort work. The client was fine with that, and said that they would be out of the country for an extended vacation.
During a trip home, I checked out the chair and discovered extensive structural damage, and the telltale signs of an amateur attempt to repair the damage - damage that certainly was not there when the chair left my shop. I advised the client at that time that this was the cause for the extensive noise in the chair, and that I was most certainly not going to be fixing a chair that was damaged after it left our possession. I was informed that the chair was "bumped" against a door casing which caused the damage I spoke of. This was untrue, because the chair would've had to have been thrown down a flight of stairs to incur the damage I saw - either that, or it was caused by being ratcheted too tightly to a trailer.
Did I mention that when they brought the chair back for repair, it was tucked safely in the back of an suv,and not on a trailer.
In any regard, I advised the client to contact me regarding pickup of the chair - that I'm normally around the shop, but to contact me first to make sure I'm at home.
I received several "we're on our way" messages at different times, however I was not at home and didn't advise them that I'd be at home, so they did not do as instructed, and therefore my not being there was not my fault. Furthermore, it is a 40km drive from my home to theirs, with 90% of it being 110 km/h highway ' they are not an hour from me.
In any regard, my obligations to this client were fulfilled, and I was not about to repair the damage sustained to the chair by their negligence.
In closing, the client has also been on my [redacted] business page advising potential clients to inbox her so that she may talk to them. I advised her at that point that if she continued such behavior, that I would contact my lawyer. I've since banned her from my page, and am considering this entire matter closed.