Bradd & Hall Inc — Local services in Elkhart

Hope all who search for after-market furnishings have time to see this review. Our first experience was with George, 04/07/22, to change from "L-shaped" couch in Fleetwood Bounder, to Jackknife style, & remove diner style dinette with free-standing wood table & chairs. We didn't change our carpet & were promised the bolt holes holding the dinette in place would be covered over so as not to be visible after that was removed. When the new products were installed, in 10/04/22, George was gone. A (incompetent) team of young men did the install. We loved the new items; joyful with their appearance, but we missed checking if the holes had been filled in. We drove away from that installation, unaware that they had failed to do that; fill-in or plug those holes & glue the carpet down to diminish their appearance. During that next year(eventually returned home to WA state) those 4 holes became very apparent & we carefully cleaned around them during "house cleaning" jobs. We had to "get over" the fact that this company failed to provide all the service we had been promised. Live and learn, right? In November 2024 we had service scheduled to install a different suspension in a nearby Indiana town. We decided to drive to Elkhart, to see the captain's chairs, to review their products, because we needed to replace our original units, we knew. Fabric and bearings were failing. So on 11/19/24 their sales agent, Stephanie, was the only person available to work with. She knew we had a "Gas powered" RV, as stated earlier, so when we chose seats we were TOLD by her, would fit our motorhome, she wrote our order up. She even knew that the bearings on the driver's seat were bad, and said they might have to be replaced, along with the pedestal. She sneaked in the name of the seat as "Benson-D Diesel Captains Chair", knowing that ours was NOT a Diesel vehicle. We heard no more about the bearings or the pedestals and they sell the bearing kits right there. We liked the chairs but had NO IDEA how they would compare to fit in a gas RV vs. a diesel RV. Installation was done on 04/01/25, again by an inexperienced young team. We weren't there to oversee the job; thought we had been given good "sales attention" to our needs. Turns out that they failed to fill in the carpet holes left in 2022, although that was promised. They failed to replace the bearings on the driver's side and installed the new seat on top of damaged bearings! My husband sat in the new seat and didn't rotate the seat all the way around, so it moved fine for the slight swivaling he tried. He has longer legs than me & his chair height worked fine. Unfortunately everyone was focused on his chair and I never tested my chair out to see how it felt before I paid the remaining invoice and we left. Driving home to WA, we discovered my legs could not reach the floor in the passenger chair. Also discovered one of the arm covers had loose stitches that could unravel with time & use. The worst discovery was that the driver's seat bearings were the originals, still damaged. We contacted Bradd & Hall, advised them of the problems & waited for solutions. By 04/18/25 Stephanie determined to mail two pedestals with top plates & bearings the next week. Upon their arrival in early May, my husband determined one pedestal was too long; one was too short! He used the bearings from one top plate, replaced the old ones with new ones and it worked perfectly. But the passenger seat required the creation of a custom built 4" step platform which works for me. My son-in-law made it - it's beautiful! NEVER got a solution for the damaged arm covers! Not even a followup. Couldn't use either pedestal. Such an incompetent incomplete and poorly managed group of two separate jobs, we will never recommend this...

We used Bradd and Hall for a complete furniture replacement in our 2017 Thor Hurricane. We found them to be extremely knowledgeable throughout the buying process. Stephanie guided us through numerous decisions and obstacles in replacing all of the furniture. The estimates on completion were right on target. The most amazing part of this project took place when we arrived at Bradd and Hall for the install. They have power pedestals for hook up overnight. They had our furniture ready for an 8:00 am start and the process of the install was efficient and professional. They communicated with us throughout the day regarding questions and options that improved the final outcome. The furniture in beyond expectations. The quality, feel and comfort of all pieces was superb. We especially love the custom cherry tabletops that Bradd and Hall manufacture in house. Their captains chairs are fantastic as well. We used Lambright for media chairs and Villa for dinette booth. Bradd and Hall created a custom cabinet to cover utilities that are routed through the slide under the original sofa. Our experience with the entire project exceeded all of our expectations. This company provides high quality products, excellent customer service and expert guidance throughout the process. We highly recommend!

Update:

Received the cabinet which was custom made by Bradd and Hall to cover the utilities that come up through the slide. The cabinet is beautifully finished to match the existing cabinets. The workmanship is superb and the cabinet looks much better than the original woodwork. Again, highly recommend Bradd and Hall for your custom furniture and cabinet upgrades.

Update 4/2024. Another visit to Bradd and Hall to have roller shades installed in cab side windows, replacing the worn and dated curtains. Also installed a shorter pedestal on driver's captain chair. The work was again professional and efficient. I am continuing to be impressed by the company's service and quality. Our furniture install from 10/22 continues to exceed expectations with its comfort and quality. All around 5 star organization! Thank you Stephanie and Jessie for your excellent ...

NO SERVICE AFTER THE SALE --- In April 2021, we purchased a jack-knife couch for our RV from Bradd & Hall. Everything was straight forward with no issues. We liked the sofa so much we ordered another one, gave Jack a 50% deposit of $1057 on April 29th, 2021, and were told it would be 12-14 weeks for delivery. No problem. July 14th, we sent Jack an email asking for a status update. Jack stated it would be another month. August 30th, I emailed Jack requesting another update which went unanswered. On September 22nd, we called and left a message requesting an update on the order status. Jack returned the call the next day stating it would be a few more weeks due to a part shortage. On October 5th, Jack called informing us the sofa was now available. On October 7th, we picked the sofa up at a local freight company.

During the installation phase, I noticed there were no holes in the bottom of the frame (unlike the exact same sofa we purchased in April) to bolt the sofa to the floor of the RV. Now this is where the poor customer service on Jack's behalf starts. I called Jack, informed him of the forgotten installation holes, his solution was to buy a clamping system from him, go to Home Depot and buy some hardware to secure to floor, or, the best one...you could probably get by without securing it to the floor (230lb flying projectile). After spending over $4000, I would have thought Jack could have come up with a better solution or a small credit for my time to drill four installation holes in the frame.

We had the opportunity to pickup the sofa on our next trip (within a week of him shipping the couch), but Jack stated he would have to charge us to place it in the RV, verses no charge to place in back of truck, or on a trailer (what is the cost to palletize, cardboard, shrink wrap the couch?). It took 2 men (our son and helper) less than 1 minute to place the couch into the RV. He wanted paid for his services, it should only be fair to pay me for my time to correct a manufacturer's forgotten procedure to drill installation holes. Unfortunately, pride of quality products and quality customer service is not a concern at...