REVIVAL CUSTOM WOOD FINISHING
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 67% | ||
| 0% | ||
| 0% | ||
| 0% | ||
| 33% |
I know this may be long, but trust me, you will want to read my entire dealings with the owners of Revival Custom Wood Finishing.
On Friday August 3rd, 2012, wanting to get an estimate only, I took a damaged cabinet door to Revival, and Joe, the owners husband, was at the shop. He said Donna, his wife and owner of the company, would call me the following week with an estimate once she returned to the office. Joe was nice and understanding at this point, knowing to wait for my authorization to begin repairs once I had received an estimate the following week, if I wanted the work to be done. Joe and I discussed in deatail that I didn't want to spend a lot of money on some cheap cabinetry. A whole week went by and after hearing nothing, I called the following Saturday and left a message on their answering machine, to call me back with an estimate. It wasn't an urgent repair on my part, and a few weeks went by untill I did get a phone call from Donna. On Aug. 31st, she said the repair work had been completed and I would owe a little over $140 for the repair, which I NEVER had authorized. I immediately stated my disagreement, that I never authorized the work to be done, and she became very argumentative over the phone. She said her understanding was to begin the work, and proceeded to tell me she had to drive into Dallas to get the piece of wood, stain the wood, all the labor that was involved, etc., etc... She became very rude, and when I pointed out that she was being rude towards me, the customer, she said "she deals with customers the way they deal with her". Remember, I was now the upset customer. She also claimed "I was told about the one hour minimum hourly fee (approx. $75)" which I was never told about. She was not at the shop when I dropped the door off, and Joe had never mentioned it. Remember, he said SHE would quote all prices to me the following week. Donna and I went back and forth over the phone, and I NEVER would expect a business owner to treat a customer the way I was being treated. I informed her that I would be contacting the Better Business Bureau and filing a complaint. She had the "I don't care what you do" attitude towards me and kept on treating me in a very unprofessional manner over the phone. Long story short, she TOLD me in a bold tone of voice, if I wanted my cabinet door, I had to go to her shop and pay her $140, or I could go buy a new one elsewhere, end of story! All this over repair work that was NEVER authorized, and I would have never authorized the work in the first place if I had been given the $75 charge minimum for one hour labor. The door simply wasn't worth that much to me.
You may find this treatment to a customer hard to believe, and I would too, had it not happened to me personally. I remained calm and walked out of their business with the damaged door, stating I would be filing a complaint with the BBB and writing this complaint on Angie'sList. I know that word of mouth will superceed any amount of frustration I could have shown towards them!
No matter the quality of work they may do, or references your friends or family may offer from previous dealings with Joe and Donna, I am giving you my honest firsthand account of how they dealt with me. I walked into their business a month ago, only wanting an estimate, and I would have been willing to pay for the repairs RELATIVE to what m
"This is in response to the complaint we received from the Member August 3rd, Joe was working our furniture refinishing/upholstery shop when the Member brought a small job of a cabinet door with a thin ply insert that had apparently been kicked through with a foot-sized hole in the center and on impact split the right side and bottom joint of the frame. Every customer with an item to be repaired has always been told of our charges, $75/$55, which means that $75 for the first hour, then $55 for every hour thereafter. Joe told the Member that I would call with an estimate of the hour(s) needed to repair the door. The Member may have called days after bringing in the item, the process for returning calls is to return the call and afterward to delete the number. I cannot swear what happened in his case but it seems his message was processed. I can tell you that customers do not leave their items for weeks at a time without expecting us to do the work. So, I did the work on the door. After checking with two cabinet shops and running down a supplier for an unusually thin plywood for the insert, going to Dallas to pick it up, cutting to size, stain-blend the color of the damaged insert, installing, then repairing the broken and splintered frame, touching that up, and then apply a fresh finish on the entire door, I then called the Member to let him know that his door was ready. When I told him the cost of $140.72, he said he had never gotten an estimate on the door, it was just a cheap little door and he was not going to pay that much for a cheap little door. I then tried to explain to him the work that went into his door “my tirade” as he put it. I told him that more than the two house actually went into the door but I did consider the item being fixed. His demeanor was escalating when he said that he would pay $50 for that door. I told him I stand by our work and our prices. And repeated that the price would be $140.72. He said that he just wanted the door frame back in the condition it “was” in, and he then called me a “B” and I hung up. Last Tuesday, the Member cam in the shop and asked to speak with Joe. He re-introduced himself, then demanded his door back and said that if you don’t, “I’ll turn you into Angie’s List and BBB”. Joe also had to suffer through the rantings of this person, in an attempt to appease him, lowered the price to one hour of work, $75. The Member said he would only pay $40 ($10 less than he offered in phone conversation with me) for “that cheap little door”, I came in about that time and tried to tell him again what went into the door to repair it, he did not what to know that. He said that after the way he had been treated as a customer, “he should get his door back for free”. I then decided to give him his door back in the condition that he brought it to us and popped through the ply insert although without breaking the frame that we had repaired, with him not paying a penny. The Member left our shop with his door in a better condition than how he brought it, we have no way of knowing what was done to the door after leaving the shop. I am willing to call it even and not consider him a customer, because Our Customers know the high standard of excellence we always strive for, and are willing to pay a very fair price for the services rendered."
They also do reupholstering; I've never used that service but have seen some finished pieces and they were beautiful.
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