ComplaintsforCalgary Signs & Wraps

• Initial Complaint

  08/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Transaction dates start September 28th, 2021 and continues to March 11, 2022.We have paid a total of $42,088.94 to the business.The business has committed to providing us the highest quality vehicle wraps for our company fleet.The nature of this dispute is that we have a balance owing of less than $5500 and the wrap company is not working with us to resolve their poor workmanship and product failure.The supposed business owner **** have been insulting and disrespectful in correspondent emails and text messages when trying to resolve.The account is under ********/***** **** with Calgary signs and wraps.More photos can be provided upon request.

  Business response

  27/06/2022

  Thank you for your letter dated June 18 2022 but only received June 24 2022 regarding the customer complaint referenced above. We carried out vehicle wrap work for this customer on 7 of their vehicles and it is true that the customer, ***** ****s paid us $42,088.94 for the work, however the same customer refused to pay the final balance of approx.. $5,500.00 without giving us a chance to correct a colour shift error that had happened on the very first vehicle we had wrapped for them. Further, they have lodged a claim to recover another $4,486.00 which they claim was taken off their **** card without authority. The cost of repairing the colour shift on this vehicle would have been just about $400.00 but the customer withheld the entire balance owing, even though we never refused to repair the colour error, and the customer refused to bring the vehicle back for repairs, citing high gas prices.

   

  Here is how events progressed:

  The customer paid for the first 5 vehicles on cash terms, i.e. they made a deposit when the vehicle came in and then paid the full balance on collection of the vehicle, each time.

  Customer then approached us and requested a payment plan on the last 2 vehicles for a total of $16,682.00. We proposed and the customer agreed in emails to 3 payments over 60 days.

  The job was completed on the last 2 vehicles, the customer made part payments for the first 2 installments then started taking us in circles. She would promise to pay after a week then fails to pay, ask for more time, again fails to pay and eventually refused to pick any calls from us. In a text message, she referred us to her partner who then wrote us an email making rather unreasonable demands. At this point, they owed about $5,500.00. The customer wanted us to correct a section of the wrap where color had shifted on one vehicle. When we agreed and asked him to bring the vehicle back, he refused and instead, wanted us to go replace the bad wrap section at their shop. This repair could only be done at our shop because it requires continuous test printing and colour comparison, until the right colour is obtained. The repair he was demanding is worth less than $400.00. I tried to explain to the customer that it was not fair to hold back more than $5,000.00 over a repair that we could do for less than $400.00 but we could not agree on that.

  When it was clear that the customer had no intention to pay the outstanding amount, we referred the case to a collections company. Immediately they were contacted by the collections company, they filed a dispute with **** claiming that we took their last payment of $4,486.00 ************, that they never owed the money, that we inflated invoices, that we never sent them documents pertaining to the job, etc. We are currently dealing with **** to rebut their claim.

  We appreciate the business this customer gave us and were very respectful throughout. In the heat of the discussions, we may have used harsh language, as anyone might, when faced with the possibility of losing $10,000 unfairly, but certainly did not use abusive language!  We have never refused to correct any errors made by us on the customers wraps. Infact, we acknowledged this error at the time the customer was picking up the truck and assured him hat we would fix it whenever he brought the vehicle back. Later, when asked to bring back the truck for repair, he refused. We are still wiling and able to correct the colour shift issue on their vehicle if the customer brings it back to the shop.

   

  We work with many other commercial and private customers and have done many wraps. We treat our customers with respect always. This is the first time we have ever had a customer order work and then renege when it was time to pay. We are still not able to understand why one error that could have been corrected for under $400.00 would lead this customer to want to withhold over $5,000.00 that they owe us.

  The same vehicle the customer is complaining about is proudly displayed on their website as of today, with our work!

  ********, please find my Email of March 14 2022, with Item 4 referring to the deficiencies the customer is complaining about. These had never been brought to our attention, save the colour shift issue on one vehicle and we never refused to correct the error. It should be noted that these are commercial vehicles in the construction trade and had been in service for 4 to 6 months after we had completed work on them. There had been no complaints right until we started demanding payment.

  Lastly, we have initial communication where this customer asked us to strip off and photograph a wrap that was previously done by their former wrap installer (which we found no fault with) because they wanted to claim damages for poor installation. It appears there is a pattern where commitments are made then reasons are found to claw back some money, which is very unfair and most unfortunate. We never want to lose any customer, let alone one who has given us this much business. These are issues that could have been resolved if neither of us had taken hard positions.

   

  We are willing to discuss a fair and reasonable amount of refund for the replacement of the colour shift panel on one vehicle, if the customer is not willing to bring the vehicle back to the shop but it is unreasonable for the customer to expect a refund of $42,088.94 which is tantamount to saying that we did absolutely no work!

  We regret that so much time must be wasted by all parties on this issue.

  Thanks, and let me know if you need any more clarification or other documents.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩