Santa Rosa Music Center / Santa Rosa Music Center - Piano Move
I just had Santa Rosa Music Center move a grand piano from just north of Santa Rosa to Mountain View. I am very displeased with the center's extremely unprofessional customer service. The owner Wayne S. is surly, uncivil and combative. He complained that his deliverymen had to wait 30-45 minutes at the destination in Mountain View. The movers arrived 30 minutes earlier than he told us they would. (He told us the movers would be there between 1:30 and 2:30, and instead they arrived at 1:00). I was told this after I let him know that there was a problem with one of the pedals that wasn't there before the move. One of the deliverymen looked underneath the piano to make sure a wooden dowel that often gets dislocated when this brand of piano is moved was in place. It was. He informed us that there was some other internal problem that he couldn't identify. I called Wayne simply to let him know that the dowel was in place but the pedal still wasn't working properly. I wanted to make sure Wayne was informed of this before the piano was tuned just in case the tuner found a problem that wasn't minor and easily fixed. I didn't want to have any mistake made about when the problem existed so there would be no confusion about why I might be requesting that the pedal problem be covered by Santa Rosa Music Center. Wayne was immediately defensive and rude insisting that he didn't do anything to my piano, that it was something small any tuner could fix, and that maybe someone had put a pencil on top of the piano that fell inside the piano which would have messed up the pedal. He also said that he was "done with me" when he became frustrated when I told him I was simply putting forth a hypothetical situation where something other than what he suspects might be going on. He said he knew nothing happened to the piano because he spoke to the movers. But he wasn't part of the delivery process and things go wrong all the time in a move. I explained this to him and just wanted to be clear that if the piano was damaged upon transit that his company would be responsible for the repair, particularly because the arrangements for the move were made verbally over the phone. I had to tell him a number of times that it's customary for moving companies to cover any damages made to property during a move, and that I was in no way making an ad hominem attack;I was not questioning his professionalism or the movers competence. He told me he didn't like my tone though my tone throughout the conversation was polite and calm. After this exchange, he asked why his movers had to wait at Mountain View, and told me how much his movers are paid an hour. When I asked him if he wanted me to cover the cost for the wait time, he said he didn't. I commented that I wasn't sure why he was telling me about the wait unless he was expecting me to pay extra (as it seemed that he was doing a "tit for "tat", as if to say that my piano may have been damaged, but I inconvenienced the movers somehow so we're even or that I should feel badly about informing him about the malfunctioning pedal.). At that point, he again angrily said, "You know what? I am done with you." and hung up the phone. While I don't yet know the exact cause of the pedal problem, - and I do hope it is something as minor as having to remove a small object that may have inadvertently fallen into the piano - the treatment I received from Wayne was reprehensible and inexcusable. I will never use Santa Rosa Music Center's services again and I advise others to steer clear of this unprofessional business.