UPDATE: BEWARE: AVOID THIS COMPANY.
We submitted a one-star…read morereview. A recurring theme in other one-star reviews concerning this business is subpar customer service. The owner's response to my concerns implies that many of the negative Google reviews regarding customer service and treatment may be accurate. [see owner's response to Google review]
Instead of addressing our review professionally, and kindly, the owner responded by attacking us, the customer, in a rude and condescending manner, even mocking a disabled person, as it seems to us that he did in an apparent attempt to justify the mistreatment of the customer, us, by his staff. [see his Google response] We also never insulted anyone. We only genuinely tried to be helpful, while being polite and friendly throughout.
END OF UPDATE
There are certainly some concerns I have with this company. I would not do business with them again. We recently purchased seat covers for the second row of our Tahoe. The Seat Covers company's website indicates that the installation of two seat covers typically takes approximately 45 minutes.
Given that we are disabled and do not have the physical ability to install the covers ourselves, we contacted Pennington Upholstery in Webb City to have them installed. Unfortunately, the staff at Pennington Upholstery were kinda unfriendly, both on the phone and in person. They don't seem to be very customer service oriented. I had scheduled an appointment with them for 9:00 AM. I made the appointment weeks ago. They informed me that the labor cost would be $85 per hour.
We dropped the car off about 8:35 am. Their upholstery person had not yet arrived at work. We were the only ones there when we dropped the car off other than the receptionist. When we dropped the car off she said, "we might be able to get to it today." What!!?? I told them if they didn't get to it today call us and we'd just come pick it up. They are closed Saturday, Sunday and Monday, this meant we wouldn't see the car until Tuesday! We'd be 4 days without the vehicle, which is unacceptable for a 45 minute job and an appointment made weeks in advance.
Upon dropping off the car, we informed them that we could provide a link from the Seat Cover company demonstrating the installation process. Again the lady was kinda gruff and dismissive saying they are experts at installing hundreds of seat covers of various types and brands, and that they do not need for a video tutorial.
Sometime around 9:30 am I noticed the car had been relocated to the garage. Pennington contacted me at 10:40, confirming the completion of the job. They informed me the total cost was $170. However, a debit card transaction incurred an additional $6 fee, which I found rather cheesy. Credit card fees are a standard business expense. But what particularly surprised me was the $170 charge, which was double the expected cost for an hour's worth of labor.
I asked why it cost so much as there were just two seat covers, and the manufacture stated for two seats it only takes about 45 minutes. The lady at the counter said, "we charge $85 an hour, and the seat covers were really tight so it took two hours to install to get all the hooks and ties done correctly." We were thinking does it really take "professionals" 2.6 times longer to install? I'm not even sure they had it long enough to work on for 2 hours. Yet still, we didn't argue with them, we accepted the bill as is and paid. Then we then politely thanked them, wished them a good weekend.
So, take it for what it's worth, but personally, I would not do business with them again. The owner's response to our Google review, insinuating we were trying to get something for nothing, also shows his ill temperament toward customers.
I have noticed that for almost every person who left a one star negative review on Google, the owner or responding representative almost always responds by saying they have no record that they ever did any work for the person leaving the review....so, on the Google review we included a copy of our receipt.
