ComplaintsforBud's Signs, Inc.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* ********* is a business that provides services to adults with disabilities and relies on it vehicles to do so. I hired Bud's Signs to do some vehicle wrapping on our fleet of vehicles. I took in the first van to be wrapped today, January 18th, and they had quoted via email that it would take no longer than 30-45 minutes, so I scheduled the van to be used afterwards. I called when the time went over quote by 45 minutes and received very rude response from the installer who interrupted, talked over me, and was not able to take accountability when I asked for a more accurate time frame quote next time. Due to the rudeness and poor customer service, I shared that we would not be using them in the future. In the email before, I was quoted that it would be $350 installed. I was charged for two vehicles, $700 and sent home with a sticker for the other van. I called and asked for either the other van to be installed or for a refund since the service was not completed, but they refused and continued to be rude, stating in a sarcastic manner "I'm sorry that 15 minutes was so life changing for you". I would prefer that the cost of installation be removed from my credit card for the second van that did not get completed, or for them to finish the installation of the sticker on the van.

  Business response

  02/23/2023

  ******* ********* (**) did in fact contact Bud's Signs to install logos on **'s vehicles. I did tell ** that what they were doing would typically only take 30-45 minutes to finish once the vehicle was at the shop. That's about where the similarities in our stories end. 
  The van was dropped off the morning of Jan. 18th. We already had two vehicles in our two bays. I explained to the employee that dropped off the van that it would be at least an hour, as there were already people ahead of them. That employee didn't seem bothered by this and waited in our guest area. I informed our installation manager that **'s employee was going to wait for the van and he agreed to try and get it out as quickly as we could. To her credit, the ** employee that dropped off the van handled herself with grace and charm. The one bright spot in this entire 
  ordeal. 
  This is our normal operating procedure and it's how everyone that comes into our shop gets treated. As we were wrapping up the job on the van, I got a phone call from **. They were upset that the van had taken longer than they thought it should have. I tried to explain that there were other vehicles in front of them and we got it done as quickly as we could. I was then told numerous times that I needed to give her a more exact time frame of how long the next would take. I explained how that is not something I can predict, as there are vehicles in and out of our bays all day, and that once in the bay, 30-45 min is the norm. This simply wasn't good enough for the representative from **. The intensity instantly ratcheted up and she then informed me that they would take their business elsewhere to finish the other vans, and promptly hung up on me, not giving me the opportunity to explain anything any further. 
  As we had planned on doing two of the same van, we had pre-printed both sets of decals, and still had one van's decals ready to go. Had the representative from ** not hung up on me in an attempt to exert 'control' over the situation, I would have explained this to her. I also would have explained to her that the way it was priced was as a "package" type deal that we normally do for semi trucks which involves logo, phone numbers etc. This package is priced at $350 and includes installation and is titled "Truck Lettering" on our price sheet. 
  As our prior arrangement was for both vans, I concluded the best course of action was to include the second set of decals, since that is what ** had ordered. Given the nature of the tense phone call I conferred with my coworker to make sure we get payment before the ** employee was given the keys back to her van, as we were concerned about the possibility of not being paid for the services already rendered if ** were to be billed after the fact. 
  **'s representative then called again and spoke to my coworker, asking about the $700 charge (2x "Truck Lettering" @$350 ea). She tried to explain to the representative that because it was two packages, she was charged for both, as that was the arrangement, and she had been given the decals for the second van. If you order a 5 course meal, and leave during the 3rd course, you don't get to demand your money back for the rest. She also explained that I had tried to explain that to the ** rep, but she had hung up on me, to which the ** representative had agreed she had done. My coworker also tried explaining that, as it had snowed the night before, the van was dropped off covered in snow, was wet, dirty and needed to be cleaned before we could install the decals, which obviously takes more time. **'s rep proceeded to tell her "that shouldn't matter". It absolutely matters. In order for the decals to stick and for our work to be warrantied, the vehicle needs to be properly prepped. This includes drying and cleaning the vehicle. Our motto is "Signs done right", and it's appalling that **'s representative would assume she knows our business better than we do. In fact, if she knows so much about it, perhaps she can install the second set of decals herself, but I digress. ** followed this up by bad mouthing me as a terrible, rude employee and that Bud's Signs should look for someone to replace me. During this tirade, my coworker tried explaining that we could install the second set of decals, but was interrupted by **'s representative calling her a "f*cking idiot", pledging to review bomb us anywhere possible, then hung up on her; again, cutting us short of trying to explain and rectify the situation. 
  During this conversation, my coworker did say, "I'm sorry 15 min is life changing", as accused by **. As you can see through the email thread that was submitted along with the complaint, **'s appointment was set up a week in advance, and there was no time frame given, just a day. We realize and respect that ** uses their vehicles for work, as do the vast majority of our clients. The difference being the vast majority of our clients seem to be able to schedule their time more efficiently, especially when given a week's notice that the vehicle would be out of rotation for a period of time. I wonder if ** handles mechanic service appointments in the same manner, and if so I can sympathize with the service managers at such locations. 
  ** is asking for a refund or for us to install the decals on the van. If ** would like to return with the van and the decals provided to the employee when they left our business on Jan 18th, we'd be happy to do that, as that's what they paid for. Though, as what was sold is a "package", leaving mid job tells me ** is not honestly interested in having the job finished by Bud's Signs. I can not, and will not guarantee a time frame of 
  when their vehicle will be done, as A.) that's not how we work and B.) frankly, it's not possible to give an exact time frame. It works for 99.9% of our customers and has for the last 40+ years we've been in business. 
  However, we will not entertain a refund. **'s representative was quick and decisive about going elsewhere, bad mouthing me, and calling someone else degrading names. The United States famously does not negotiate with terrorists, and neither does Bud's Signs. We will not be held hostage by an entitled brat's demands for something she never let us try and fix before childishly hanging up on us multiple times. By conveniently leaving out the details in their complaint of her not only hanging up on us twice, but falling to the level of name calling, and direct, personal attacks, ** doesn't inspire confidence that there is an earnest attempt at rectifying the situation, rather simply an attempt to recoup money lost by juvenile tactics. **'s representative can be upset with me all they would like to be. They can feel that I wronged them in some fashion or another. I draw the line when that person starts involving others I work with and calling them absolutely inappropriate names. Given the way we were treated to our proverbial faces, I fear for the way other people that do services for ** or even worse, **'s own clients are treated either in person, behind closed doors, or behind their backs. There are consequences for one's actions and it's high time some people learn that lesson. 
  Sincerely, 
  **** ****** 
  

  
  

  Customer response

  02/26/2023

  Complaint: ********
  
  I am rejecting this response because:

  I do not feel that this issue will ever be appropriately handled while being managed by the employee in question,  **** ******* rather than the owner.  This response provided from Mr. ****** includes derogatory names, insults, and attacks on me as a person and my business, which has nothing to do with this complaint.  

  This complaint has escalated to ongoing retaliation and harassment from Mr. ******.  Since filing this complaint and posting a negative review, I have received unsolicited and harassing posts on my business ******** page from **** ******'s personal ******** page, calling me derogatory names and making critical judgements towards myself as a person and warning people that I am dangerous to provide services to adults with disabilities, similar to how he did so in this response.  

  When these comments continued, they were reported to ******** and flagged as harassment and I was required to block his account to prevent ongoing harassment.  

  With this retaliation and harassment, I do not feel safe going into the business of Bud's Signs to have the work continued.  We have happily paid to have the work completed by another company, and have no desire for any further contact from Mr. ******.  In fact, if there is any further retaliation or harassment in any form towards myself or my business, law enforcement will be involved.  

  
  

  My reaction towards **** on the phone and the follow up employee was inappropriate on my part and was out of character, however, reading this response has allowed me to recognize that it was also a reaction to aggressive and demeaning conflict resolution skills of Mr. ****** and his colleagues.  

  There is nothing that will resolve this manner besides an acknowledgment from the owner of Bud's Signs for Mr. ******'s ongoing unprofessionalism, harassment, and inappropriateness in handling and escalating this situation, and a promise that I can continue to live my life and run my business free from fear of retaliation or harassment over this issue.  

  
  

  
  

  
  

  
  
  
  
  Regards,
  
  ****** ******** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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