Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday, October 29, 2024 I stopped by All Coast Canvas with a newly purchased boat. I was interested in getting the seat cushions redone. After speaking with the owner, I went ahead and placed an order to have the cushions completed. An invoice was sent, and I gave the business owner $500 cash as a deposit. This was at business close on Tuesday.The very next day, Wednesday October 30, I sent a message to let the company know to hold off on the order as I was considering selling the boat to another buyer. The original deposit left previously was for the labor ($1400 labor charge as can be seen on the invoice). The invoice didnt have any charges for the parts. The invoice does not have any stipulations outlined for the deposit. Deposits are Nonrefundable or All Sales Final would clearly denote the finality of the deposit and sale. Neither of these phrases or related phrases are listed on the invoice. A buyer should clearly see the conditions of the deposit specified on the invoice at the time of the deposit.On November 1, I let the company know that I did in fact sell the boat. I asked to pick up my deposit for the cushions as I had already told the company to hold off with anything in regards to my boat. The owner *** ******** responded and said that the deposit paid could be used for shop credit on a future order. As I didnt have a timeframe for when I would be needing any of these services again, I kindly asked for a refund for a second time. On November 4, I asked for my $500 cash deposit back for a third time and also provided a mailing address for a check to be ********* of 11/13/2024, I do not have the refund. I have had ZERO correspondence from the shop since November 1, 2024.(Please also note that the business has moved from the ************************************ address and is now in *********-All Coast Canvas *******************************************)

  Business Response

  Date: 12/02/2024

  We appreciate the opportunity to address this situation.

  When the customer placed the deposit for their project, they authorized and agreed to the terms of service outlined in our agreement. It is our standard policy that all deposits are nonrefundable once a project is authorized. The deposit serves as a committment to completing the order, in the event the customer decides to cancel the agreed upon service, the deposit is forfeited as a result . This policy is clearly communicated through the signage displayed prominently in our office, as well as outlined on the estimate, which also serves as a contract for the project. 

  Deposits secures labor, materials (purchased as shown in attachment) and scheduling for each project, ensuring we can allocate the necessary resources to deliver our services. While we understand the customer's circumstances have changed, this policy is integral to managing our operations efficiently and fairly. All Coast Canvas is a small, family owned business and can not absorb the cost of a customers decision to not follow through on a contract for service.

  Additionally, we offered to apply the deposit as shop credit for future services, a courtesy beyond our stated terms, to accomodate the customer's situation. We remain committed to upholding the terms agreed upon at the time of the purchase.

  Thank you.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22551757
  
  I am rejecting this response because:

  * The invoice clearly states that the charges are for labor. As I have not had any services performed, I shouldn't be expected to pay for labor.
  * The invoice that was sent to me through email at the time of purchase has no information on it about refunds or cancelation policies. This should have been clearly noted on the contract given to the customer.
  
  However, there is a much bigger issue with this entire transaction at this point. As can be seen on my original invoice uploaded on November 13, there WAS no information in regards to a cancelation or refund policy. The seller has uploaded an altered invoice to the Better Business Bureau. The original invoice and "new" altered invoice are quite different.
  
  Original invoice: "Thank you for your business. The work is complete and your payment is due prior to
  pickup of the Vessel. Mechanics liens may be placed on vehicles until repairs are paid
  for in full. Please contact us promptly if you have any questions about anything we
  did."
  
  New altered invoice: "Estimates provided are an approximation of timing and charges to you for the
  services requested. They are based on the anticipated work to be done. It is possible
  for unexpected complications to cause some deviation from the original quote. You
  hereby authorize the repair work described in this estimate to be done along with the
  procurement of the necessary material(s). If any additional repairs are required, we
  will prepare a revised work order providing the cost of additional parts and labor and
  total revised cost. All parts are new unless specifed otherwise.
  Deposits are non-refundable. No returns or refunds, period! There is no warranty for
  used parts or customer supplied parts.
  You agree that we are not responsible for loss or damage to your vehicle, including
  loss of articles left in the vehicle, including, without limitation, in case of fre, theft, or
  any other cause(s) beyond our control."
  
  (note-this is a direct copy and paste, which is why there are several spelling errors)
  
  At this time, I will be pursuing legal action to recover the stolen funds, including (but not limited to) reimbursement of all legal and court fees.

  Sincerely,
  
  ****** Passion

  Business Response

  Date: 12/03/2024

  You are correct that our invoice does not include our return policy. The document you provided is an invoice, which serves as a receipt for payment but does not outline our return policy. This is because the estimate, which acts as the service contract, includes the terms and is agreed upon by the customer when the initial payment is made. We have signage for this in the entrance of our building for walk-in customers who may not receive the estimate first before payment is made on location.
  
  There is no need to include the return or refund policy on the invoice, as it is not the binding contract. Nothing has been altered; the customer received a receipt for the payment made on the project, as they visited our location in person. We apologize if the estimate containing this information was not provided at the time. However, once payment is made, the estimate transitions into an invoice, which is what ****** received from All Coast Canvas on 10/29. It is obvious the invoice ****** received and has provided here shows that it is an invoice, with payment made of $500. The estimate clearly states it is an estimate, which provides all information including messages with the customer etc. before payment is made, again as this is the contract for which the customer authorizes services from ********************. Every single customer on file has both the estimate and invoice statements, as we use a ***************************** software where we send estimates and take payments for each project. The transition from Estimate to Invoice is not something we can alter.

  Thank you.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22551757
  
  I am rejecting this response because:

  * The invoice clearly states that the charges are for labor. As I have not had any services performed, I shouldn't be expected to pay for labor.
  * The invoice that was sent to me through email at the time of purchase has no information on it about refunds or cancelation policies. This should have been clearly noted on the contract given to the customer. The seller states there was as "estimate" given with this information, but this is not the case (there is no evidence of this document being presented at any point in the transaction).
  
  However, there is a much bigger issue with this entire transaction at this point. As can be seen on my original receipt uploaded on November 13, there WAS no information in regards to a cancelation or refund policy. The seller has uploaded an altered invoice (now calling it an estimate) to the Better Business Bureau. The original invoice and "new" altered invoice/estimate are quite different.
  
  Original invoice: "Thank you for your business. The work is complete and your payment is due prior to
  pickup of the Vessel. Mechanics liens may be placed on vehicles until repairs are paid
  for in full. Please contact us promptly if you have any questions about anything we
  did."
  
  New altered invoice/estimate: "Estimates provided are an approximation of timing and charges to you for the
  services requested. They are based on the anticipated work to be done. It is possible
  for unexpected complications to cause some deviation from the original quote. You
  hereby authorize the repair work described in this estimate to be done along with the
  procurement of the necessary material(s). If any additional repairs are required, we
  will prepare a revised work order providing the cost of additional parts and labor and
  total revised cost. All parts are new unless specifed otherwise.
  Deposits are non-refundable. No returns or refunds, period! There is no warranty for
  used parts or customer supplied parts.
  You agree that we are not responsible for loss or damage to your vehicle, including
  loss of articles left in the vehicle, including, without limitation, in case of fre, theft, or
  any other cause(s) beyond our control."
  
  (note-this is a direct copy and paste, which is why there are several spelling errors)
  
  The seller is now saying that there are two different documents in connection to this transaction: an estimate with the refund policy, and an invoice after the payment was made. As can be seen in the communication thread uploaded by the seller, there is only one link for a document. It is the invoice we already uploaded that had ZERO information about the refund policy. Also, the seller states that upon payment, an estimate transitions into an invoice. If that were the case, the estimate wouldn't reflect any payment made (paid to date $500), as that document would then be an invoice. As the seller said, once the payment was made an invoice was sent to ****** Passion on 10/29 (again, the only document we ever received). 
  
  The seller also states that there is no evidence that we were ever presented with this "estimate." There is no proof this "estimate" was ever even created prior to this issue being presented to the Better Business Bureau. See the seller response: "We apologize if the estimate containing this information was not provided at the time." Again, the seller did not clearly state the return/cancelation policy anywhere in writing, nor was anything signed stating this information was given orally or seen on a doorway (There was not a sign on the door about the refund policy at the date of transaction).
   
  At this time, we will be pursuing legal action to recover the stolen funds, including (but not limited to) reimbursement of all legal and court fees.
  
  Sincerely,
  
  ****** Passion

• Initial Complaint

  Date:05/14/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid in full to All cost ******************************* flooring to design and install (6 mm) costume floor ****** for my 18 ft Boat ( Gheenoe ) They never provided or installed the material. since I have not heard from them in months, I offered them an option just to send the material and I would take responsibility to install. To date they did neither.It's been over two months since they requested my home address to send the material. they will not answer my phone calls or return emails request for an update.At this point i request a full refund to allow me to purse another company.Thank You

  Customer Answer

  Date: 05/20/2024

  All cost canvas called me today. They apologized for letting my order fall through the cracks. They offered 2 options, 1 to order the material from the parent company DEkIT  or 2) to fully reimbues me for full payment.

  I elected to accept option #2 a full reimbursement.

   

  They sated they will   get back to me once they review how to return my funds to me.

   

  I am waiting to understand their process in how to provide the funds.

   

  Regards John 

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21710516
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/05/2024

  We have spoken with ***********************. Unfortunately his project slipped through the cracks and we have agreed to send **** a refund by check in the mail this week. Thank you.

  Business Response

  Date: 06/05/2024

  We have spoken with ***********************. Unfortunately his project slipped through the cracks and we have agreed to send **** a refund by check in the mail this week. Thank you.

  Customer Answer

  Date: 06/05/2024

  Please see attached word document an update from *********************** regarding All Coast Canvas sending a check for the full refund.

  Customer Answer

  Date: 06/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back on July 21, 2023 I reached out to All Coast Canvas for a quote to repair the enclosures on our 2002 ********************* Sailfish on the same morning I received a message via ******** messenger requesting photos those were sent over. I sent those over on July 22nd along with my contact number received call from Fletch and we agreed that I would stop by that day to drop off the enclosure I dropped the enclosures off on July 29th and paid $909.00 towards the invoice Fletch indicated that in 1 month the fix our enclosures. We did not hear back from him until I reached out in Sept 11th to determine the status of the enclosures at that time we were given an appt for Sept 13th at 12 noon the boat was supposed to be ready for pick up the same day and it was not I reached out to them on Sept 14th we were able to pick it up on the 14th in the early evening hours and paid the remaining balance of $790. We tested the enclosures for the first time on 17th of September and the enclosures were coming apart I reached out to Fletch via text and he told me to bring them in to be fixed as they were under warranty along with pictures and videos on Sept 28th. I dropped those off Mid Oct around the 17th and here we are in April and we do not have the enclosures I have asked for a refund and to be able to pick up the work that has been completed. I have attempted to reach out to ****** on his cell phone he has stopped responding to my calls or text messages I finally got a response on 3/2/24 not to contact his cell phone to call the business number during business hours. I then received a call from ******* on 3/4/24 indicating they had to order additional materials and they would update me she followed up once more indicating they were still working on them I have since called 3/7, 3/11, 3/15 3/29and 4/2/24 with no luck at this point I have left messages on every call requesting an update with no response.

  Business Response

  Date: 04/08/2024

  Sent Via:	Email (ODR)
  From:	*****************************
  From Email:	*****************************
  To:	BBB Serving ***************
  Subject:	More Information
  Date Sent:	4/8/2024 10:55:55 AM
  Date Read:	4/8/2024 3:58:13 PM
  Submitted w/ Complaint:	IMG_2181.jpeg IMG_2182.jpeg IMG_2183.jpeg IMG_2184.jpeg Files listed above be visible when complaint is viewed online.
  Attachments:

  
  
  

  This job was completed and handed over to the customer 04/03/2024. Customer contacted us and are bringing in 2 more panels for us to fix as of 04/06/2024.

  Customer Answer

  Date: 04/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Sent Via:	Email (ODR)
  From:	*********************
  From Email:	*********************
  To:	BBB Serving ***************
  Subject:	More Information
  Date Sent:	4/8/2024 11:03:06 AM
  Date Read:	4/8/2024 3:58:56 PM
  Submitted w/ Complaint:	IMG_2181.jpeg IMG_2182.jpeg IMG_2183.jpeg IMG_2184.jpeg Files listed above be visible when complaint is viewed online.
  Attachments:

  
  
  

  They finally reached out on and advised the fixed the enclosures for our boat and were ready for pick up on Weds April 3rd and we picked them up on the same day.

  
  
  Sincerely,
  
  *********************