ComplaintsforSpeedpro RDU

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used this company in the past and was happy. They wrapped 2 of my vans. This time I specifically asked that no lettering be on an edge or line. As soon as I saw the van that my employees picked up, I was disappointed. The Big lettering was broken over valley that was completely avoidable. I called him and let him know that I was not happy with this result, he said to bring the van in. I did. His response was basically that it was my fault, and I would have to pay to get it fixed. That is totally unacceptable! He ignored my request. and somehow it's my fault!?

  Business response

  03/05/2023

  SpeedPro wrapped a 2017 Nissan van for AA Plumber, Inc., ******* ***********, in late October 2022. He was very happy with the vehicle when he picked it up.  Since that time, he has 2 issues with the wrap design. Specifically:
  1.  The text ******** ******* is at a body indentation that is commonly used for text on many commercial wraps.
  2.  Their License number is incorrect. On the van it is the letters P and I.  it should be the letter “P” and the number “1” 

  We strive to have every client satisfied with our work. Vehicle designs have many elements. We addressed all comments he provided on the portal.  We have no record of him stating "no lettering be on an edge or line". Describing features with words can cause confusion in several areas. This is why use an online portal for feedback and provide an electronic proof that must be approved. This is the method we use to asure that designs meet client requirements. We ask our clients to review the proof carefully. Our proof disclaimer clearly states:

  “Electronic Proofs are provided to ensure accuracy of printing.  Please be sure to double-check spelling, grammar, punctuation, numbers, fonts, layout of graphics, and sizing (if applicable) before approving artwork.  If a final product contains an error, that is visible in past proofs, it is the customer's responsibility to pay for the reprint of the product.  Please review any design comments prior to signing.”

  ******* accepted the terms of both the proof disclaimer and the actual proof at 3:01 pm on 10-21-22. This is a two-step process in which you must first check the box acknowledging understanding of the proof disclaimer and then click the button that says “Proof Approved”. We produced the wrap in accordance with the approved proof.

  In late January 2023,  ******* returned with the vehicle to show us his issues. The wrap matched the approved electronic proof. His issues were clearly visible in the proof and he should have identified these issues before he approved the proof. Per the terms of our contract, I provided AA Plumbers, Inc. with an estimate to modify the design and install patches, at his expense. We have time stamped documents that support these facts.

  We are sorry that this client is unhappy and we took several steps to assure that this didn’t happen.

  
  

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