Rarely do I feel the urge to complain about a negative service. However, I was treated so poorly this morning by Patrick Heaney that I am not only going to write my review here on Yelp and on Facebook but also report Heaney Violins to the BBB. It is clear to me that he already has so much work that he doesn't value the business of new clients. His loss.
I arrived this morning to pick up my rehaired bow (after a minimum one week turnover!) and was informed it wasn't ready yet because I had arrived 30 min. earlier than the stated time on my work slip. I jokingly said to the woman at the front, "is he going to rehair my bow in 30 min.?" Patrick then came out and explained he still needed to do some "refinements and adjustments" to my bow. Note: I used to have my bows rehaired by a guy everyone in the LA Phil used. He only charged $25 at the time but the caveat was that you had to keep him company while he rehaired your bow. Luckily, we had great conversations and I learned a lot about bow rehairing - he even asked if I wanted to apprentice with him. So I know that Heaney's words were code for: "Oops, I left your job to the last minute even though I had it for a full week." I told Patrick I was simply surprised the bow wasn't already completed, to which he became defensive and asked if I hadn't seen the 11:30am time on my slip. I said I had but had hoped it would be ready. I added that I would wait. He then stared at me and said he couldn't understand why I would be surprised and that, as if to underscore how unimportant my job was, he'd been working until 11pm on other projects. I said I was sorry if I offended him but couldn't see why he was so upset and getting this vibe from him (he was practically foaming at the mouth with his eyes bulging out). He again sputtered something about the 11:30am time and needing to clarify his policy with his staff. To which, I reiterated that I would wait "if that's ok with you". He still just stood there. So I asked, "aren't you supposed to be working on my bow now?" He said he was but as he was talking to me couldn't work. So I said, "ok, go ahead."
1) Do not complain to a mother of two young kids who's preparing for a solo performance in two days and three auditions in the next two months that you are busy.
2) Treat everyone with respect even if she has a two year old in tow and may not look like an accomplished violinist.
3) Poor customer service should automatically result in a discount. He charges an exorbitant $65 for a rehair (in Manhattan they only charge $50) and $35 for a new thumb grip. A bill totaling $100 for an experience that ruined my day. read more