ComplaintsforLuxurious Wraps, LLC

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a mobile pet grooming business in ****** I used the company called luxurious wraps in Hamilton Ohio to get a wrap for my company vehicle they printed the wrap the wrong color and they got the phone number wrong it took 8 months to get the phone number fixed and they've refused to fix the rest of the wrap even though they've taken the van multiple times, at this point it's cost me over $7,000 between the wrap itself which is now peeling up and the time down. The last time they had it for two weeks in January and didn't do anything with being a small business any downtime it cost me a lot of money roughly $2,000 a week.

  Business response

  08/28/2023

  I am the owner of Luxurious Wraps, llc. We wrapped a Pet Grooming van. There were color issues caused by my printer right at the beginning. The customer picked the van up very happy and was aware of the color difference but didnt seem very concerned. The customer approved all color and words before we printed. The phone number provided by the customer was wrong, but not noticed until after she picked it up. I offered to fix the problem for free and our timing was not working out in her convenience. We had to schedule when we was able to release the vehicle for a period of 2 weeks to fix any other issues....which was a very slight color difference in a couple of the panels. I offered to fix this as well for free. This timing was in the middle of the Covid scare and causing major film and sickness issues. The shortage of film held us back not only on this job but multiple jobs as well. We did the best we could to match the color with the new prints but became very difficult. We replaced a total of 5 panels, including pass side doors (2 entry doors, hood, and Top back piece. Right off the bat we knew there was an issue with the color but did not want to keep the vehicle any longer due to the customer needing her Van back. We had this on both schedules and planned accordingly. I offered to replace the whole wrap to make sure we would have any color issues when the material wasn't so scarce. She refused for us to fix and demanded money in return. At this point I felt like she was only after money and not worried about getting the van correctly fixed. She blamed me for her using her saving, but we had planned on the fix for the van months in advance. I told her I would make it priority to get it fixed and wouldn't take that long. It seemed like nothing could satisfy her unless it was money back to her. I still offer to fix my mistake and any warranty items that need to be addressed. I attached pics of the van. As u can see the color is very close and the install was done very professionally despite the very bad paint and peeling of clear coat. 

  
  

  
  

  
  

  Thanks,

  
  

  Jay H****** 

  Owner/Designer/Installer

  Luxurious Wraps LLC

  180 S. Main St.

  Somerville, OH 45064

  Office: ###-###-####

  Cell: ###-###-####

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

  www.luxurious-wraps.com

  Customer response

  09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  The owner made several false statements in his response and has yet to do anything to resolve the issue. The first false statement was I gave him the wrong number I have attached the email where I originally gave him the number for the wrap and the follow up email about correcting it on the wrap. Secondly the wrap color looked correct upon pickup but faded within a month which he admitted over the phone was caused by his printer when i contacted him about it. Next I asked when it could be fixed and he said that he was very busy but could fix it in January which I said would be ok as that would give me time to reschedule clients for that period. I was not made aware of any shortage in the entire time they had the work van or before otherwise I would have rescheduled to when they had the materials available and saved us both this headache they did not replace any panels while it was there and the van was in the exact same condition as when i left it, at this point I felt I could no longer trust him to complete the job correctly or in a timely manner nor could I risk losing clients being down any longer. When I asked him for a refund he then became very rude and inappropriate as seen in the text I attached to the original complain.
  Regards,
  
  ****** ****
  

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