ComplaintsforImage360

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered business signs for my two business locations in August and paid for them. For over 4 months I was given the run around about when they would be finished and installed, most of my inquiries were left unanswered and/or ignored. After finally complaining to the manager I was told my products would be delivered and that they would provide temporary signage in the interim. The temporary signage was never delivered. I received one of the outdoor wall signs today, it was permanently affixed to the building while I was waiting on clients inside. They left without me knowing they were done. I went out to see it and see that it is a very subpar product from what I was promised. I want the sign replaced with a quality product or a full refund. I still have not received the product for my other location. I want a full refund for that as well. I can provide the many, many emails that went unanswered from ******************

  

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2022/01/12) */ This response was taken verbally by the BBB They are not a customer of ours, please provide documentation as we believe it is another business. Business Response /* (1000, 8, 2022/01/21) */ ***Document Attached*** BBB Case# XXXXXXXX Thank you for the opportunity to allow us to respond to the complaint filed against our company by Ms. ****** ******. We originally received Ms. ******'s first request for an estimate for signage on October 6, 2021, at 4:12pm. Please see the email included. We assigned this to our account executive who reached out to Ms. ****** on October 7th. Some additional information was requested from Ms. ****** for quoting purposes, but on October 13th, she responded that she was unable to find out the information we needed. For us to provide Ms. ****** with the estimate she requested, our account executive told her that we would survey the sign ourselves so that we could verify all information needed. The survey was performed and on October 21st, the quote was submitted via email to Ms. ******. After a week of not hearing back regarding the quote, our account executive reached out to Ms. ****** via email on October 28th to follow up regarding the quote she had sent to which Ms. ****** confirmed that she had received it but "had not caught it". The estimate was approved, and the payment was made that same day on 10/28. Our next process as explained to Ms. ****** was to place the order into production for a proof to be designed for her to approve. However, in order for this to happen, we needed her logo to be submitted in a specific format. This request was sent to her on 10/28 as well. After a few emails back and forth, the logo was unable to be sent in the format needed but we assured her that we would see what we could do since our designers can recreate when needed. We recreated the art needed and the proof was submitted to Ms. ****** on 11/3. She approved that same afternoon. Once we received all the approvals, the materials were ordered so that production could commence. Production time is approximately 30-40 business days on this type of sign and must consider the time it takes for the material to be delivered for that production to start. We are experiencing material shortages along with delayed deliveries on materials as many businesses are experiencing during these times. Additionally, within this timeframe, we had three major holidays with office closures for each one. During the time that these two signs were in production, our account executive and Ms. ****** were communicating including producing other orders which were placed for additional signs at each location. These were estimated, proofed, and produced during this time. Ms. ****** contacted us regarding the delay in her sign being installed. We did offer to provide temporary signage to be placed in the spot where the signage was to be installed until the signage was completed. However, she emailed back stating that she had already ordered a banner at her own expense. For this reason, we did not produce a temporary sign since it was not needed. Street signage was completed as part of the Pylon signage order that she had placed for both locations. Our account executive communicated with Ms. ****** via email on January 6th with an update stating that we would be installing the sign on 1/7. No response was received until after we installed the sign at which point Ms. ****** sent us a photograph of the sign installed with blistering forming on the surface. Our account executive immediately emailed her back saying, "I sincerely do not know what is happening. I just called my installer to go back out there immediately. He is still in the area. The photo that he sent me when it was complete and installed did not show this at all. Looks like the paint may be blistering and I am not sure as to why. Once he gets back out there, we will assess and let you know what is going on. He may need to remove it and bring it back but I will keep you updated." Our next communication from Ms. ****** at 11:38 am was an email stating, once again, that she filed a complaint and "I prefer to go through them going forward." At 12:17 pm, I emailed Ms. ****** asking what she would like for us to do. Our plan was to remake the sign for her as promised. The email sent to her is attached but reads, "Good Afternoon ******! Please let us know what direction you would like us to take with the last two signs? It is unfortunate that the paint on the signs blistered, but we have already removed and will correct this issue to make this right. The options as I see it are to redo the sign and we will have to order material and start from the beginning to make sure this it is correct and looks great. The other option is to give you a refund. Please let Shaela know which direction you would like to go? We have just had some issues with your order, but at the end of the day, we will make this right as we do in 100% of our projects. We have been in business for over 36 years. This happens from time to time, but it is not the norm. Again, let us know which option you choose." After not hearing a response from Ms. ******, our account executive reached out to her on 1/10/22 via email to follow up on the email sent to her above regarding replacing the signs or if she preferred a full refund. After multiple emails back and forth, the question was never addressed. She never requested the signs to be "replaced with a quality product or full refund", as she stated in her complaint. We ultimately made the decision to refund her money completely after not receiving a response. We sent her a confirmation email stating that her card was issued a refund at 2:11pm on 1/10/2022. Please see photo attached. We have included various email correspondence to support our response. If you need any additional information or emails, please let us know. Clearly, it has not been over 4 months as Ms. ****** is alleging. As to the defect in the sign, this can happen from time to time. In our over 36 years of experience, we have had projects that may not go the way we have planned and have issues. However, we always stand behind our work and make it a priority to make sure the client is satisfied in the end. We offered to remake the signs for Ms. ****** or provide a refund. After the unfortunate back and forth, and the client not stating which direction she would like to go, we made the decision to fully refund her as her emails indicated that the relationship was fully broken. Again, we appreciate the opportunity to address this complaint against our company and provide the needed evidence supporting our side of the story. Any additional requests or concerns can be directed to my email address: ****@image360northtampa.com.

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