• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * September 22, 2022 Service Performed * We asked Ashlock Signs to provide an estimate to remove the four logos on our company car, print and install new. We sent a picture of each logo and asked that the new logos be the same size. * The resulting estimate followed: $180 to remove and clean old wrap $195 + Tax replace new printed decals for front/side/back * We were very clear in our scope of service request to remove the four logos in the attached pictures and print and install new. While the estimate doesn't use the same language, it appears to match the requested scope of service. We made arrangements from St Joseph to drop the car off for a day at Ashlock Signs in Excelsior Springs. The receptionist received the vehicle and the keys. We drove back at the end of the day to pick the car up, only to find a stripped down, white vehicle with four logos. They removed our entire wrap! Tim, the owner, did not think they had made a mistake, so we referred to our email communications. After some back and forth, Tim agreed to partial responsibility and offered to pay half of the cost to replace the wrap. Being that we were perfectly clear in our requested scope of service, we would like the cost of the replacement wrap covered. I am happy to pay the amount to replace the logos, but our vehicle wrap was taken from us. I simply want to be made whole by returning our vehicle wrap to its' original state. * After experiencing the unethical business practices of Ashlock Signs, I am not comfortable with them installing a new wrap, therefore, I would like them to cover the cost of replacement by another company. I am in the process of seeking an estimate from ****** **** ******** in St Joseph. The original cost of our wrap in January 2020 was $1,567.29. I understand there might be some depreciation, but the cost to install a new wrap today will be significantly more. Their error is going to end up costing us, when our vehicle wrap still had multiple years of value.

  Customer response

  09/30/2022

  Good Morning,

  Attached is a quote to replace the wrap that was removed from our company vehicle without authorization. I am willing to remove $556 for depreciation of our original wrap, resulting in $1,000 of damages. If we are not able to resolve this through the BBB, I will take it to small claims.

  Thank You,

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

  Business response

  10/19/2022

  We had just completed removing the logos and wrap from two vehicles then replacing with updated logos for the *********** office in Liberty. We received a call from the liberty office and they asked if we were interested in doing a car for their office in St. Joseph. We said sure and they said someone would be contacting us. We received an email, which I have submitted the entire email chain to you. We gave a separate price for removing the wrap and another for the logos. At this point I can't understand why It wasn't communicated ..."Do not remove the wrap", especially since that's what we did the previous two cars and that's what we quoted. Not one time was it ever stated "do not remove the wrap".

   When Mr. ******* arrived to pick up the car, he was upset and demanded that I replace the wrap to make him whole. I was trying to find the email and explain my side of things. He said he was also upset because he had just wasted 4 hours of his day bringing us the car and picking it up. He repeated this 3-4 times. Almost like he didn't realize this before?

  He said something about sueing and litigation and left the office. We received the email from Mr. ******* wanting to know what we were going to do and I thought redoing the wrap for 50% was more than fair as the wrap was obviously worn and parts of it past it's lifespan. I believe Mr. ******* states in his complaint or email that the *********** corp office wanted the old logos gone by the end of this year, which is why the Liberty office had us remove their two wraps and they only had one really small logo on the entire wrap. Looking at all the facts now I think the 50% offer was too much really.

  
  

  In the end I think the email explains the situation well

  
  

  If you find in Mr. *******'s favor, I would like the opportunity to do the wrap either way, since that is what we do. It is a little strange to me that he would not give us the opportunity. 

  The window film was already 1 yr past its life and not knowing the film manufacturer of the car wrap its hard to say but parts of it looked dreadful and needed to be replaced.

  If the decision is for replacement by me or another printer I would ask the same wrap file will be used(with the old logos).

  If Mr. *******'s wants a wrap with new logos and graphics, then I would say this is what he was wanting all along. This whole experience just seems a bit weird.

  Business response

  10/19/2022

  ---------- Forwarded message ---------
  From: *** ******* ************************
  Date: Fri, Sep 23, 2022 at 1:33 PM
  Subject: Re: Estimate Request
  To: ***** ******* <*****************************>
  
  
  yes we have already been over that.
  thanks
  ******* ****** **** **** * ** *** ** ********* ******** ** *****
  
  
  On Fri, Sep 23, 2022 at 1:11 PM ***** ******* <*****************************> wrote:
  ***,
  
   
  
  Below is the estimate request and your response. I asked you to remove four logos, print and install new, per the attached photos. Your response was a price to remove and clean old wrap and replace new printed decals for front/side/back. ‘Remove and clean old wrap’ could mean nothing more than removing the four logos that I requested and cleaning the old wrap? Nowhere did I ask you to remove our car wrap. If you are not willing to accept responsibility for this mistake, we can let the **** ****** Courthouse make the determination, which will involve time and legal fees. I would like to get this resolved between us, but if it doesn’t happen today, I’ll move forward with mediation and/or litigation.
  
   
  
  I was referred to you by ***** **** at our Liberty office. Please provide an estimate to remove the four logos in the attached pictures and print and install new. We would like them to be the same size as the existing. You should already have digital images of our new logo, but if not, I can provide them.
  
  $180.00 to remove and clean old wrap
  
  $195.00 + TAX replace new printed decals for front/side/back
  
  Thanks!
  
  ******* ****** **** **** * ** *** ** ********* ******** ** *****
  
  ***** *******, CSA
  
  Certified Senior Advisor®                                
  Owner
  
  
  
  *** **** ******** **** * ***** ******** *** *** *                *** * *** ****** *** ******* ** ***** ***                          ********** ** ***** ******* ************                                    ************ ********* ************ **** ************ ***************************** ***********************
  
  From: *** ******* ************************
  Sent: Friday, September 23, 2022 10:59 AM
  To: ***** ******* <*****************************>
  Subject: Re: Estimate Request
  
   
  
  Sorry you feel that way. If that's the way you want to handle it I guess you will do what you need to do.
  
  If they do not see it as totally our fault, as our email shows, our 50% replacement will be off the table at that point.
  
  I don't mind accepting partial responsibility but not all.
  
  Thank you
  
  ******* ****** **** **** * ** *** ** ********* ******** ** *****
  
  On Fri, Sep 23, 2022 at 10:15 AM ***** ******* <*****************************> wrote:
  
  ***,
  
  The bottom line here is that I asked you to replace our logos and I did not ask you to remove our car wrap. Our corporate office changed our logos and we need to have them updated by the end of the year. ******* cars and wraps were much older than ours and you made an incorrect assumption that we wanted his same scope of service.
  
  You made a big mistake and removed our car wrap that still had a lot of use remaining, therefore, I expect you to replace it. If you choose not to do the right thing and make us whole, I will do what I need to do legally, through the Better Business Bureau and through on-line customer reviews. Replace the wrap, I’ll pay for the logo work and we’ll part ways. I need to have resolution with this today.
  
  Thanks,
  
   
  
  ***** *******, CSA
  
  ********* ****** ********                                 *****
  
  From: *** ******* ************************
  Sent: Friday, September 23, 2022 8:46 AM
  To: ***** ******* <******************************
  Subject: Re: Estimate Request
  
  If you read the first, second and third email, it is clear we thought we were removing the wrap as we did for Liberty. That is why we gave you the price for removing the wrap. This was your response in the email right after we gave you the prices for the new logos and the removal of the wrap. Thanks for the quick response, ***. That works for me. Does this need to be done in your shop? What is the next available date and how long does it take?  Why not say "do not remove wrap" because it's obvious we thought we were removing it?
  
  I have read through the email and can't find anywhere saying "do not remove the wrap"
  
  I know your first email says “change” the logos, and that's the only thing we "changed" on the Liberty cars. We were not changing the wrap, we were removing it because the wrap actually had the old logos on it. At least that's why we removed Liberty's so we thought we were doing the same for your car.
  
  This is why I thought my suggestion of absorbing 50% of the cost for replacing the wrap was very fair under the circumstances described above. Even though the wrap was at least 2 yrs old I did not factor that in.
  
  
  Thanks
  
  ***
  
   
  
  On Thu, Sep 22, 2022 at 9:42 PM ***** ******* <*****************************> wrote:
  
  Please explain your logic for covering half the cost. My requested scope of service was very clear. I will pay for the new logos, but I expect you to replace the wrap that you removed. If this is a problem, let me know.
  
  ***** *******, CSA
  
  Certified Senior Advisor
  
  Owner
  *** **** ******* ** ************ ** ************ *******************
  On Sep 22, 2022, at 8:26 PM, *** ******* ************************ wrote:
  
  Send me the file …I’ll figure the sq footage then we will be willing to pay half of the cost.
  
  
  On Thu, Sep 22, 2022 at 8:20 PM ***** ******* <*****************************> wrote:
  
  Hi ***,
  
  Please let me know how you plan to resolve our car wrap issue as soon as possible. We need to get the car back to its’ original state with a full wrap. I can get you the digital design file.
  
  Thanks,
  
  ***** *******
  
  Sent from my iPad
  
  
  On Sep 7, 2022, at 10:01 AM, ***** ******* <*****************************> wrote
  
  Good Morning,
  
  
  I was referred to you by ***** **** at our Liberty office. Please provide an estimate to remove the four logos in the attached pictures and print and install new. We would like them to be the same size as the existing. You should already have digital images of our new logo, but if not, I can provide them.
  
  
  Thank You,
  
  
  ***** *******, CSA        
  Owner

  Customer response

  10/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  Each Home Instead franchise is independently owned and operated. We have no affiliation with the Liberty franchise. I asked for our logos to be replaced and ended up with a stripped vehicle. Ashlock Signs made an incorrect assumption that we were the same company and that we wanted the same service. The fault is clear and I have offered a reduced price for depreciation of the former wrap. If this isn't settled soon, we will proceed to litigation.

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

  Business response

  10/25/2022

  I was only giving some context to the situation...I know they are different franchises. We misunderstood the change on this third car and the customer misunderstood our emailed quote that included the removal of the wrap that we thought we were doing. 

  If I take my car to get new tires quoted and they give me a quote for tires and tune up I would say "why did you price a tune up-I didn't ask for a tune up"?

  If this is all over two months of additional use of the old wrap, we are willing to totally discount the work we did - no charge to move on...they can apply that to a new wrap with new their logos on it.

  Customer response

  10/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  We have one business vehicle, not three and therein lies the problem. We specifically stated that we wanted our logos changed out and we sent pictures of the four logos. It doesn't get much more clear than that. Ashlock Signs made a terrible assumption that we wanted our vehicle stripped, like that of the Liberty Home Instead office, to which we have no affiliation. I am not interested in having a dishonest business owner do anything further with our company car and it is clear that this will not be resolved through the BBB, so we will let the court make the determination.

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

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