Custom Design - Fulmers

[Kahlua Kid]

Welp, typical mountain &(#^% -

Set up an appointment with them 2 weeks ago for 10:00 a.m. this morning... NO SHOW!
Not even a phone call.

Looking to retile 3 bathrooms, 1 laundry room, and refinish our hard wood floors...

What a waist of a morning...

[monkey]

I'm suprised to hear this. I've always known them to be very professional and they do beautiful work. Let us know the final outcome,

[Kahlua Kid]

Good to know Monkey.

But when we were in the showroom 2 weeks ago we barely were asked if we needed help and when I asked to set up the appointment I felt as if I was an inconvenience to them. (I let it go, thinking, well, maybe I'm just wrong.)

They told me Christine would call me if she could NOT make the date they gave me. She was too busy to come out of her office to meet us in the showroom.

Granted, I didn't go in there wearing my Sunday's finest, nor pull up in my nice car, and I think they may have judged a book by its cover wrongfully.

They won't get a 2nd chance. I'm sorry - but this is not how I do business with my customers and I won't do business with someone who can't even keep an appointment. If they can't manage their appointment book, can they really manage a job that would cost thousands?

[Mysteefied]

When I went into town this morning around 10am, there was a parking lot yard type sale going on at sierra star parking lot, the fullmers were there and had lots of stuff out helping, I wonder if they got sidetracked? Still...very bad business.

[Yosemite Joy]

I walked into Fullmers back when they were on 49 needing appliance repair for my old washer (I ended up replacing it instead) and had been moving and was a general mess. I had my hair up messily, and was in "moving" clothes. I felt like I was being judged and ignored. I felt so angry when I walked out.

I have used them again for repairing (little socks get stuck in a part of the washer) and the repair men are great. They have always been on time and considerate.

But based on the first time I went in and the way the women there treated me, I would have reservations about giving them too much of my money and dependency. I am a "shop local" advocate, yet it is businesses like this one and a few others in town that make me run to Lowe's and other corporations.

[only1alphafemale]

I too have gotten bad service from Fullmers, and its gotten worse since they moved from their old place on 49 and are now in the "show room". I too have gone in "dressed for work" looking or needing a part etc. and was BARELY able to any get service.
No they were not that busy, they just appeared to be trying very hard to ignore me ~ it was just blatantly bad service.

I have yet to be satisfied when I have had to deal with them, with the exception of over the phone. Over the phone there is a big difference! in attitudes ! from the cold indifference felt in person, (or judged ) as to courteous, friendly and helpfull over the phone.

I have not used their repair service~ my use has been for parts/purchases from them.

[tallcoolone]

I will not use them again. I should have trusted my instinct when they didn't show for their first appt. to check out the job. I had them redo the shower surround and a large vanity with cultured marble. The shower job looks like I could have done a better if I were able to obtain the materials. The vanity was ordered incorrectly the first time. They were installing it, I noticed the error, so they had to reorder and waste another afternoon to come out and install.

I did have a wonderful experience with Ledgerwood Tile. Very reasonable, clean and and very reliable.

[Nas]

Welp, typical mountain &(#^% -

Set up an appointment with them 2 weeks ago for 10:00 a.m. this morning... NO SHOW!
Not even a phone call.

Looking to retile 3 bathrooms, 1 laundry room, and refinish our hard wood floors...

What a waist of a morning...

Sorry you had a bad experience.

We do tile, (HN Construction - licensed & bonded) and depending on what you want done on the hard wood floors we can handle that too. Would you like us come and look at it to propose a bid?

[Kahlua Kid]

Sorry you had a bad experience.

We do tile, (HN Construction - licensed & bonded) and depending on what you want done on the hard wood floors we can handle that too. Would you like us come and look at it to propose a bid?

Yes - can you come on a weekend?

[Nas]

Yes - can you come on a weekend?

Weekend - Weekday - its all just another day... PM me with your contact information and we'll set something up.

[MOBEAR]

Wow, that description of the Custom Design crew doesn't sound like them at all. I have always found them to be wonderful & friendly people. We are all human and can make mistakes, but I am sure if something came up or Christy even forgot your appointment she would call you as soon as she realized with an apology and an explanation. Are you sure she hasn't tried calling you? Anyway, I am sorry that this experience has you feeling this way because we have enjoyed the beautiful kitchen she designed for us for 5 years now. Both my wife and I found her work crew to be knowledgeable, polite, and highly professional. The entire time the project was going on they kept our home clean and made sure we didn't feel like we were living in a war zone. They took extra time to clean up as they worked. She is a very talented designer and we are fortunate to have that level of expertise here in the mountains. My wife and I feel the Custom Design group is made up of some very skilled men.

[Newcomer]

To reply to the above post from Mobear. We are not the only ones as you can see by others who have posted who have had issues with Fulmer's. I have even spoken to people who do not post on the forums who have had similar issues with this company. I am frustrated that we did not even receive a call from Christy or her staff that something has come up and that they would need to reschedule. Instead we sat here on a beautiful day when we could have been out and about waiting for a no show. Christy did call the following week with an apology but by that time it was to late. Our time is Valuable also and we found another willing company from the valley that was more than willing to get our business. I get frustrated by some mountain companies that think that they are the only show in town and that they can get away with stuff that in the Valley they would be out of business for. Yes we are all human and make mistakes but companies should not judge a book by its cover and treat all customers as if they are important. Below is a quote from the latest Costco Connection magazine that my wife Kahlua Kid already does when she works with her clients. I think that Fulmer's should adapt this policy.

" To keep customers today, you can't be content to merely satisfy them: you have to give them legendary service and create 'raving fans'--Customers who are so excited about the way you treat them that they tell stories about you"

[MOBEAR]

Well, you are obviously very upset. I am glad to hear you have found someone to help you complete your project and hope you are able to enjoy your home once it's finished. But I am very happy with my relationship with Custom Design. Try to have a pleasant weekend.

[Sandman]

I feel that it is in the best interest of the forum for me to let you know that MOBEAR works at Fulmers.

[only1alphafemale]

I feel that it is in the best interest of the forum for me to let you know that MOBEAR works at Fulmers.


Thank you Sandman ~ :)

[Kahlua Kid]

Perhaps I was too harsh - but I am not a time waister and to have an entire morning blown was a very maddening thing! I would have rather been out hanging with our friends, hiking, doing photography, working on our non-profit organization, riding my horses, our ATVs, at the lake on the boat, gardening, or accomplishing something other than waiting for a no-show.

Sorry - I'm a type "A" and waisting time is my #1 pet peeve! My time is extremely valuable on weekends!

[Ironhorse]

I don't really feel it is you who needs to apologize KK. The one who needs to apologize is the one you had the appt. with, or possibly the one who didn't acknowledge their close connection to the business?

[only1alphafemale]

Perhaps I was too harsh - but I am not a time waister and to have an entire morning blown was a very maddening thing! I would have rather been out hanging with our friends, hiking, doing photography, working on our non-profit organization, riding my horses, ........
Sorry - I'm a type "A" and waisting time is my #1 pet peeve! My time is extremely valuable on weekends!


I dont think you were too harsh KK ~ I personally agree with you in this. My time is very valuable to me too~! and being courteous is NOT asking too much from anyone~! :yes: Then beyond that, this doesnt even begin to cover the issues of being let down, and disappointed ....... :(

[monkey]

I understand the frustration involved in wasted time, it can really be a pisser! I do want to say that Custom Design did a small remodel job on my house 12 years ago or so and were very professional. I am looking currently at them to do another much larger job for me. They have been in business for many years and have supported many, many charities for Oakhurst. Any business can, and usually will, have an off period whether it is due to staffing issues, lack of work, too much work or just life issues. If MOBEAR works at Fullmers, that means they are now aware of the issues and I'm willing to give them the chance to turn things around. Just my opinion.

[Sandman]

I spoke with the owner of Fulmer's and would like to make a few comments...

First, she is trying to register on this site so that she can respond to these comments. I have offered to assist her with this if she runs into any problems. She is welcome to stop by Oakhurst Computers and we will walk her through the registration process, or perhaps MOBEAR can help her.

Second, her statement to me was that an appointment was not made and the customer had just as much of a responsibility to call her to verify the date/time. She was unaware that a meeting was scheduled.

Third, she would like you to know that she was completely unaware that MOBEAR was going to register on this site and post a review, as a customer. Also, MOBEAR has had work completed by Fulmer's , so she is a customer.

In my personal opinion, MOBEAR should have let us know that she was closely connected to the business. That's why I let you know.

Once the owner registers, she can speak for herself and correct any misinformation that may have been given in this thread.

[Newcomer]

In response to the relayed message from the owner that an appointment was not made, That is false. An appointment was made at their store in person with the working person that was on duty at the time. We wrote the appointment down this was not a dream we had. Second, It is not the responsibility of the customer to call and confirm an appointment when you are told that someone will be there at a certain time and date. We took Fulmer's for bing a responsible company which they may be but it looks like the problem resided in house with the sales person that said that they would tell Christy that she had an appointment on that date so do not put the blame on the customer (Very Bad business practice) to call customers Liars. People on these forums that know me know that I normally brush things off and am very easy to get along with but now being called a Liar by the owner really has me peeved. How dare they.

[Dodgergirl]

I have never heard of a customer calling to confirm an appointment.. thats just bizarre. I know you & KK personally so I know your temperament, you both do not time to waste and would not be pursuing this if you didn't have your facts straight.

[Kahlua Kid]

I spoke with the owner of Fulmer's and would like to make a few comments...

Second, her statement to me was that an appointment was not made and the customer had just as much of a responsibility to call her to verify the date/time. She was unaware that a meeting was scheduled.


Um, not to add fuel to this wildfire, if she did not have an appointment with us, then why did Christine return my call (that I made the day of the missed appointment) the following week after the missed Saturday appointment, and apologize for not being able to make the appointment? (She said we berated her staff. That was a bit non-customer service friendly. All I did was advise her on her voicemail that we had made an appointment, she wasn't here, and I was upset. Sorry, I'm not going to hide my emotion when someone wasted multiple hours of my time.) Her staff, who sat at the front desk, wrote the appointment time on the back of Christine's business card for us, gave it to us and told us, she will call if she can NOT make it... I was never advised to call back.

If I owned this business, I'd work with my staff to be more diligent about the appointment book. Apparently, this company feels the customer is wrong and a liar...

So, since she thinks were liars, so be it. I am sooo glad that we didn't get into a project with that company at this point now. Wow, if things had gone off track on a project what would she say then???

Why would I make this up? I went into their showroom on a rare day off, excited about the prospect of having a local company that had all they appeared to offer. I would rather go local, than go Fresno...

Its really not going to serve anyone for any further comment from me. Those who know us, know we are straight shooters and are very meticulous about our schedule.

[CUSTOM DESIGN]

My name is Christine (Christy) Fullmer. I moved to this community as a freshman in high school and I graduated from Yosemite High later choosing to remain in this community and join the family business, Fullmer's Appliance, after I had my son. In 1995 I started another business as well, Custom Design, with a partner. I have been proud to be a member of this small community and I have continually looked for ways to support it. Anyone than knows me, my family, my partner, and my staff, knows how involved we are and what we do even behind the scenes to help others. My mother always taught me that if I don't have something nice to say... I shouldn't say anything at all. I have heavily considered whether I wanted to get involved in the negativity that is being circulated on this site. At first I wanted to just let it go but I found out tonight that a well-meaning member of my staff had tried to defend me herself and actually made the problem worse so I decided I better try to register again and set the record straight to the best of my abilities.... This whole thing is over a missed appointent... I am sure that everyone here has made a mistake or missed an appointment for some reason in the past. I cannot be the only one...

I started my working career as a new accounts representative at Golden Oak Bank (at 17) and one of the first lessons I learned was to never judge someone by the way they look or what they drive. Very early on I saw that the people who came into the bank (sometimes even our own board members and founders) wearing the most grubby clothes and driving the oldest vehicles in most need of repair were the "jumbo" depositors. It does not matter to me how someone looks or what they drive as has falsley been posted about me. I have also made sure my staff knows and follows my convictions on this as well.

Unfortunately, I was not able to meet KK myself. To this day, I still have not, nor have we even talked on the phone. It wasn't because I did not make the time to meet you when you visited our showroom as you indicated, I try very hard to meet everyone I can. Sometimes for various reasons, I am just unable to do so. Please remember, you have also not met me and yet judgements have been made about me.

As our businesses have grown, I found that clients did not like waiting for me to call back to schedule appointments so I have given my staff the power to make those appointments for me in an effort to better serve my clients. Most of the time, this system works very well and our clients are very satisfied that someone has helped them. In this particular situation, I was unavailable and a member of my staff was asked for an appointment with me. I work almost every Saturday and as a result my schedule was completely full for many weeks in advance. Trying to help accomodate you, my staff found the only opening they thought would work but it was on the Saturday of the Easter holiday weekend and our store was to be closed that day. A tentative appointment was booked but my staff was adamant about telling you that it was not confirmed and that you would have to speak with me to make sure I could meet with you. She even wrote an additional note that was attached to the appointment card, stating such to me. She also booked it on the computer. Unfortunately, she filed the appointment card in the normal place, behind other chronological appointments and I did not see the note. And also unfortunately, because the store was closed that day as we have always been, I never even looked at a Saturday schedule for that week. It was simply a mistake which I quickly admitted to Mr. KK when I phoned first thing Monday morning after listening to the very angry phone message that was left for me.

You were not only very angry with me, you indicated that my staff was incapable of doing their job as well. You told me that I did not deserve to have your business and that you would gladly take it to Fresno since you had already received a quote from someone there. You called and left the message for me at 10:20 am on that day (twenty minutes after you believed I should arrive) and yet you stated that I had ruined your day and your weekend because of my irresponsiblity and poor business practices.

When I spoke with your husband, he said that he did not know you had left the message that you did. I did apologize for the inconvenience to you and took full responsibility. I also told him that if the table had been turned and I had shown up at your home for an appointment that I definitely would not have reacted in the same way, rather, I would have believed the best and thought that you had had an emergency, something had come up and you had forgot or we had miscommunicated in some way. I would have left my card and would have told you on it that I would be happy to reschedule if you would give me a call. This doesn't happen often but people to miss appointments that they schedule with me and usually for good reasons. I never hold it against them or overreact to make them feel bad about their actions.

I have been able to identify a few people that have responded on this site, (I keep very good records on all my past clients because I do alot of repeat business and sometimes it comes in very handy). First of all, thank you Monkey for being such a nice friend and for doing you did to let me know about what was being said and for what you said to try to defend me. You are one in a million! As for the comments that "Tallcoolone" posted, my records do not show that we missed our first appointment with you but we were given the wrong address that sent us to your neighbor's house instead. We were late to that first appointment but we did get there within a very reasonable time. Also, the vanity top that you received with the wrong bowl was not because it was ordered wrong with the supplier. It was ordered correctly but they are human too and somehow poured your top with the wrong bowl. We had the top fully installed and caulked in place when you told us that it was not the bowl you had wanted and we quickly arranged for a replacement. Normally this process takes 2 weeks, we had another top installed for you two days later. We did not get reimbursed by our supplier for this problem or the time we lost because of it, we never even asked because it hardly ever happens and we gave them the benefit of the doubt and just made it as right as we could... I dont' know how we could have provided you better service in this situation. I'm sorry if we failed you in some way.

As for the other negative comments that have been posted as to our new "show room", we have tried very hard to make our business a place that would serve and exceed our clients needs. We have invested money back into our displays and our furnishings in hopes that you would not feel the need to go to the valley to feel that you are being professionally served. We invest in our employees to make sure that they are properly trained and have the tools they need to do their jobs as efficiently as we are able. We value and respect each and every one of them for what they do to help us serve you. They try very hard and it really upset them to see you attacking me the way you did on this public forum. I cannot blame them for wanting to defend me and actually is pleases me to know that they care so deeply about me that they would even want to... how many employers can say that their employees feel this way? I will, however, discuss the method that was chosen. Believe me, it was not done to disrespect you.

I challenge you, to have a conversation with the source of your irritation, or offer to walk a mile in their shoes by job shadowing them before you jump to quick conclusions... sometimes there is far more to running a small business in a small community than what you see on the surface.

Respectfully submitted,


Christine Fullmer

[Kahlua Kid]

Well put Christy. Appreciate the reply. But there are a couple items I feel I would like to respond to:

[QUOTE=CUSTOM DESIGN;55475]My name is Christine (Christy) Fullmer.

"Unfortunately, I was not able to meet KK myself. To this day, I still have not, nor have we even talked on the phone. It wasn't because I did not make the time to meet you when you visited our showroom as you indicated, I try very hard to meet everyone I can. Sometimes for various reasons, I am just unable to do so."

I was not judging you for not coming out - They said you were too busy to come out at that moment when they went back to find you. I am a business woman myself, I understood this and did not make one complaint about this.


"A tentative appointment was booked but my staff was adamant about telling you that it was not confirmed and that you would have to speak with me to make sure I could meet with you. She even wrote an additional note that was attached to the appointment card, stating such to me."

This is absolutely not true. Both my husband and I heard her say, she will call YOU if she can NOT make it. Period. End of story. If there was an internal miscommunication between your staff and you I can understand. But to still publicly call us liars...


"It was simply a mistake which I quickly admitted to Mr. KK when I phoned first thing Monday morning after listening to the very angry phone message that was left for me."

Yes, I can see that now. At the time, it came off as unprofessional. Perhaps I expected more out of your company because the showroom is done so nicely, that I had high expectations. I simply posted what happened here on the forum. I post the good and bad we experience locally.


"You called and left the message for me at 10:20 am on that day (twenty minutes after you believed I should arrive) and yet you stated that I had ruined your day and your weekend because of my irresponsiblity and poor business practices."

I have never told a company they are irresponsible or have poor business practices. I explained on the voice mail that your staff had set the appointment, we were waiting, and you weren't here. I did not say you waisted my entire weekend. I said in my posts that my time had been waisted and that morning had been blown. I was here awaiting the appointment, so I did not leave the house and go do other things that morning.

[Newcomer]

I am sorry that this forum thread has gone this far. I am hoping that this ends this thread and we move on. My energy is to low to put anymore into this and our time on this earth is precious and we should not spend it like this.