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BBB Investigates Long-Standing Nashville Drum Company - Eric Alvarez

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NASHVILLE, Tenn. -  A local drum manufacturer that sells custom parts and pieces online across the country is caught in the middle of a Better Business Bureau investigation.

Customers of Drum Supply House told the BBB they paid for drum pieces but didnt getting anything in return, not even a refund.

"I've been in business for going on 20 years now, said owner Andy Foote from the East Nashville warehouse.

Foote says a tough economy forced him into a smaller warehouse, and gave him no choice but to let people go.

He says that's the reason some orders fell behind.

"I've lost all my employees, Foote said.  I'm streamlined to the gills here.  I'm doing everything myself here and that's why things have fallen between the cracks for a few guys."

But now those cases have landed Foote in the crosshairs of the Better Business Bureau.

"We have now over 25 complaints from customers saying I'm paying in advance with my credit card and the company's not making a refund or delivering my instrument, said Kathleen Calligan, CEO of the BBB of Middle Tennessee.

We're talking about maybe 10 to 30 guys out of thousands of happy orders, Foote said.

One of those customers is Frank Pavlovcic of Chelsea Michigan who says he placed two orders, totaling more than $300.

I haven't heard back from [Foote], Pavlovcic sid.  I've tried to get him to contact me back, it's six months later, there's been no refund.  I haven't received my order.  There's no information on my order."

Pavlovcic says he was able to stop payment on one of the orders and is still waiting for a refund on the other.

Complaints like those have led to an F rating by the BBB.

Anyone that has an F rating and you're doing business in Nashville, we're Music City and we think we can do better than that, Calligan said.

Foote says he's eager to set things right with the customers and the BBB.

I want to reach out to them and find out what do I need to do, Foote said.  Whatever it is, I want to figure it out."

Foote says after Fox 17 left the warehouse, he was able to contact the Better Business Bureau.

The BBB says they're looking forward to helping the business owner and the customers.

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