Furniture Medic By DeMay Restorations LLC

"We must explain why this member has received what she perceives as poor service. We were called in to provide an estimate for an “antique” she had just purchased from a local furniture reseller. It was not an antique, but a circa 1950s stereo cabinet that was painted blue. Sitting on top of the stereo cabinet was a home made hutch. We only like to do work that we will be proud of, and estimated a complete strip and refinish as well as modification of the phonograph drawer and the speaker openings. She did not want to pay that much so we down sized our estimate and scope of work to something she would accept. The top of the cabinet was rather beat up, but she only wanted it touched up. I explained that it would then look like a beat up piece that was touched up and not restored, but that is what she wanted. She asked us to color the rest of the piece a certain color and gave us a couple of photos taken from magazines. We duplicated the color using a computer scanner at a local paint store. The piece was refinished, modified and touched up as agreed too. When we delivered it, she said the color was wrong (even though it matched the photograph she asked us to use as the color sample) and the top looked bad (because it was only touched up). She was also unhappy about the hutch. We had neglected to install a new back as promised. At that time, the language and tone she used with our delivery staff was way out of line. The finish that was provided was a professional furniture grade lacquer finish. It appears that is not what she wanted or expected, and that is why I offered to do it over again. Upon subsequent deliveries and conversations her tone was very harsh and insulting. I called her in early October and explained that we guarantee satisfaction and would call her to arrange pickup; however our office manager did not call her. We always guarantee satisfaction, but no one is perfect. We do not always get it right the first time, and when that happens, we are happy to do it over and make it right. Most of our customers (approximately 32,000 in 14 years) appreciate that. Our offer to completely redo the entire piece is still on the table. We guarantee satisfaction in our work quality as well as our communications. It would appear we have not lived up to our standards in either case. We are returning the hardware she mentioned. We will not pursue the $370.00 she owes us until she is completely satisfied. Furniture Medic accepts responsibility for this issue and, provided the member agrees, promises to make it right."

"UNFORTUNATELY SHE HAS NOT STATED THE TRUTH. SINCE THE VERY BEGINNING OF OUR ASSOCIATION SHE HAS FOUND EVERY REASON POSSIBLE TO AVOID PAYING FOR THE WORK WE HAVE DONE FOR HER. WE TAKE GREAT PRIDE IN PROVIDING QUALITY WORK AND WHEN WE FALL SHORT, AS NO ONE IS PERFECT, WE UNCONDITIONALLY GUARANTEE SATISFACTION. SHE WOULD NOT ALLOW US TO INSTALL THE HINGE WE HAD SPENT A GREAT DEAL OF MONEY DUPLICATING. SHE REFUSES TO PAY US WHAT SHE OWES US AND HAS NOW ENTERED THIS IN ANGIE'S LIST AFTER LEARNING THAT WE ARE PREPARING TO TAKE LEGAL ACTION. I REGRET THAT THIS AWFUL STORY MUST BE AIRED IN THIS PUBLIC FORUM. RESPECTFULLY SUBMITTED, BOB DEMAY"

"THIS IS THE SAME MEMBER THAT SUBMITTED THE REPORT ON 9/11/08. SHE LATER DECIDED TO DO BUSINESS WITH US THEN HAS NOT BEEN HAPPY WITH THE RESULTS AND WILL NOT PAY FOR THE WORK WE HAVE DONE, NOR WILL SHE ALLOW US TO MAKE AND CORRECTIONS. BOB DEMAY"

"I REGRET THAT THE MEMBER IS GIVING US SUCH A NEGATIVE RATING, BUT OFTEN OUR CUSTOMERS DO NOT LIKE THE PRICE WE QUOTE FOR REPAIRS. WE HAVE NEVER GOUGED ANYONE BY PRICING HIGHER THAN OUR COMPETITORS WOULD FOR THE SAME QUALITY OF WORK, BUT UNFORTUNATELY, WE CANNOT OPERATE AT A LOSS. OFTEN OUR REPAIR PRICE DOES EXCEED THE VALUE OF THE PIECE OF FURNITURE, BUT WE DO NOT TURN THE JOB DOWN WHEN THAT OCCURS. IT IS UP TO THE CUSTOMER TO DECIDE IF IT IS WORTH IT TO HIM/HER. I BELIEVE THAT WE ADDRESSED THIS SITUATION IN A PROFESSIONAL MANNER. I AM SORRY THAT THE OUTCOME FOR THE MEMBER WAS NOT PERCEIVED IN THAT MANNER. BOB DEMAY"

"I REGRET THAT THE MEMBER IS GIVING US SUCH A NEGATIVE RATING, BUT OFTEN OUR CUSTOMERS DO NOT LIKE THE PRICE WE QUOTE FOR REPAIRS. WE HAVE NEVER GOUGED ANYONE BY PRICING HIGHER THAN OUR COMPETITORS WOULD FOR THE SAME QUALITY OF WORK, BUT UNFORTUNATELY, WE CANNOT OPERATE AT A LOSS. WHEN THE MEMBER OBJECTED TO OUR PRICE, WE OFFERED A LESS EXPENSIVE ALTERNATIVE THAT SHE ALSO OBJECTED TO. BOB DEMAY"