ComplaintsforCommonwealth Sign Company, Inc.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have had signs placed on my building from Commonwealth Signs. I was assigned to a worker named ****. Once I paid my deposit to have sign installed I never heard anything back from **** or the company. I just so happen to arrive at my business and signs where already installed. No call from the co. to alert me signs were placed. The sign on the street was obviously illegible and the font size was extremely small. I immediately started reaching out to company to have this fixed. I did not get any response. The sign was illegible and they did not light up as promised. I never received a return call or invoice for the remaining balance. Approx 3-4 months went by I finally got an invoice for the remaining balance. I spoke to ***** at Commonwealth signs and explained my concerns and the screenshots of calls and text sent to **** regarding my dissatisfaction. The company apologized and ***** said she would resolve this issue. We agreed that I would pay the remaining balance, which I did pay in full. ***** expressed that we could change both signs (one on the building and on the street) to an updated design for 150.00. For the confusion and my dissatisfaction with the font size of the sign on the street. I agreed to that and paid remaining balance and additional 150.00 for the new sign. Commonwealth Signs came and took my signs off the building. Once the signs were removed they emailed me and said they will charge me 300.00 to replace my signs which was not what we discussed. At that point, I requested a refund of the 150.00 and for my old signs to be returned due to the continuous lack of execution and the attempt to upcharge from what we agreed upon. I was refunded my 150.00 and told my signs will be placed no later than Monday 2/21/22. It did not occur. My signs that have been paid for in full and never should have been removed still have not been returned and they are now saying they won’t get to it for an additional 7 days. There was no reason to remove

  Business response

  02/28/2022

  Official response regarding the complaint filed by Ms. ******* ********

  Ms. ******* originally came to be a customer in September 2021. She needed signs and creative work done for her business. During the course of her project our design team became discouraged with her design choices. The design team reached out to Ms.******* and expressed their concerns regarding road visibility and attractiveness.  She insisted on her vision and signed off on the artwork.  We completed the job in a timely manner.  After her project was installed, her balance was several months past due. We reached out to Ms.******* several times via phone and email regarding her past due balance. She never returned our calls or emails. I finally got her attention when I told her that her balance is past due and we would need immediate action to correct her balance. After speaking with her, I realized this was an opportunity to turn a negative experience into a good one. Ms. ******* expressed that she came to the same conclusion as us; that her sign design was unattractive and hard to see from the road.  I immediately took the project back to my design team and asked them to re-do some creative work; for free. They did and I went back to her with a design that we pulled from her website, and offered to reprint her signs at a very reduced rate.  At the time she "was only concerned about the street sign", according to her email. So, I quoted her $150.00 to reprint those 2 panels only. To reprint them, shop labor, and installation, that would have been $650.00 normally.  She agreed to our courtesy fix of $150.00, and we went to take her signs down to redo (free labor again). Once we got them back in the shop; we realized that the team took her building sign as well. This was an error on our part. We owned that error and I offered to reprint the new design and install her much bigger building sign for only $150.00.  This would have normally cost $600.00.  She expressed how unhappy she was, and that she didn't have the funds to redo them all. We immediately refunded her the $150.00 courtesy fix rate that she paid along with her past due balance.  I told her we would go put her signs back up the next day or the following Monday. Unfortunately, the next couple days in Louisville we had a high wind advisories and lighting. Our install teams were grounded for safety. We communicated with Ms. ******* several times regarding the re-installation of her signs and got them up 3 days earlier than I expected.  Ms. ******* filed this complaint prior to this issue being resolved. We are sorry Ms.******* has had a bad experience with us, but we know we did everything possible to try and please her. We wish her nothing but the best in her business ventures. 

  ***** ***** 

  ******** ****** *******

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