ComplaintsforKinsey Neon & Sign Co., Inc.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Deposit $800 for neon sign three years ago. No sign just constant excuses. Phone not answered. Location looks abandoned

• Initial Complaint

  06/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  It has been over a year since the ******* ******* ** ****** ***** signed a contract with Kinsey Neon and Sign Co. to construct and erect an electronic sign at our facility on ******** ******. The project was to have been completed within 90 days. To date virtually nothing has been done. All the while Kinsey has retained our $6,920 deposit and, in addition, we have had another $700 tied up with the (premature) purchase of brick for the project. We have tried repeatedly, via phone calls, emails, and even unannounced in-person visits, to get information about the project, and all we have gotten is excuses. First it was delays in getting the permit, which was Kinsey's responsibility. We, the owners, were able to resolve that issue quickly once we insisted on being involved. Since then it has been a steady string of additional excuses ranging from materials shortages, to a shortage of help, to COVID, to relocating their facility, to the inability to find a brick mason, even to difficulties coordinating with the County to locate the property boundary. At first, the shortage of electronic components seemed believable, but that was supposed to have been resolved months ago, and we now question whether it was ever true. Over the past year we have been told multiple times that the project would start "soon." When we last called on May 12, we were told that the project would start within two weeks. It's now been well over a month, and there has been no sign of activity nor any further communication from Kinsey. Given Kinsey's failure to respond to our emails and phone calls or to deal forthrightly with us in person, over time we became convinced that each of these excuses was simply that -- an attempt to string us along. The real reasons for the delays are unknown to us, of course. But Kinsey's lack of honesty in their dealings with us is extremely troubling. And at this point we have no way of knowing when, or even if, the project will ever be completed.

  Business response

  06/28/2022

  Good afternoon: While we all try to grasp the impacts that our current world and economy are having to endure, I will attempt to respectfully reply to this complaint with response to your accusations and malice. There have been quite a number of instances throughout this process that your project has been delayed. Some of which are Kinsey's sole responsibility, and have been acknowledged; others, specifically in permitting and procurement of materials from overseas, that are completely outside of our control. A deposit was received to begin your project, of which all of this money went to the purchase of materials for your project. And given all due diligence and the difficulties under the circumstances, the appropriate steps have been taken to accommodate the completion of your job. It was understood from the beginning that ******* ******* ** ****** ***** would be procuring the brick for the project: a necessary expense, that now seems to be used as an undo accumulation of grievances in your complaint. You have all been made well aware of how our previous property location was handled and the reason for our move. Offices that are working from home during the most intense parts of the Covid shut-downs greatly dictated the time lapsed between communications with permitting, subcontractors, and vendors. Relying on third and fourth party assistance requires much more planning and coordination than if Kinsey were solely able to complete this installation. We find it quite inconsiderate that you would suggest that the reasons behind these delays are merely a dishonest excuse to put off your job when it would be in the best interest of us both to complete this project as quickly as possible. Accusations that we are liars does not rest well. Feeling the need to resort to contacting the BBB in the form of a complaint when the requested resolution is the "completion of your job" comes across unnecessarily manipulative and childish. Receiving an email from the **** indicating that there is "new admin at the council. Are not very patient", honestly, and again, respectfully, has no ability to further along this project when the EMB parts required for your job are still somewhere in the Atlantic ocean. We will be happy to show you direct communications with our supplier that also provided us shipping dates that were continuously delayed and postponed. Some of this, being that Covid has maintained a stronger grip on countries overseas and has given most of the United States a false sense of normalcy. Communications sent to **** about the physical start of your project were made based on the dates provided by our supplier. Until we receive these EMBs, any physical work cannot be furthered. Obviously, patience is appreciated, and we greatly apologize how all of our problems have ultimately affected all of our customers in their project completion. ******* ******* ** ****** ***** is one of our clients and held in the same high regard as all of our customers. Suggesting that you have received no communications and been left in the dark is hardly accurate. Perhaps the "real reasons" for the delays aren't as troubling as they may seem if not viewed with a self-centered approach, although, viewing the real reason for the delays in the greater scheme of things becomes even more troubling when we acknowledge the downward spiral of our economy. ******* ******* ** ****** ***** is one of five customers currently and eagerly awaiting the arrival of the EMBs from Korea. Completing your project is of the utmost priority. You will be notified once the EMB is in hand and ready to be installed for your sign project, which in consideration that they have indeed been shipped, should be estimated around the middle of July. Any additional means of communication can be directed to our phone line or email.

  Customer response

  07/05/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. We certainly do not want to offend anyone, but we find it hard to remain optimistic when we are told that one thing after another is going to occur and it never happens when we are told it would.  Nor are we contacted proactively to alert us to further complications.  Possible further delays in obtaining the EMB is exactly the reason we asked in March that the cabinet be installed without the EMB.  At least that way our name and location would be visible to the public. We understand that the project can't be completed in its entirety at this time.  We would be happy, though, to put our BBB grievance on hold if the cabinet can be installed without the EMB prior to August 12 and if we are guaranteed of receiving weekly updates until such time as the entire project is completed.  We certainly agree that it would be in our mutual interest to complete this project as quickly as possible. Regards, ***** *********

  Business response

  08/04/2022

  Good morning.With great anticipation, the last components, the EMB's, arrived at our shop last week, 7/27/2022.We have assembled the sign to ensure programming and will be in contact to begin installation this coming week, 8/8-12/2022.We are currently coordinating with the mason to have all facets of the sign completed no later than 9/1/2022.Please stand by as we make scheduling commitments to provide these EMB installations to all our customers who have been in wait.Thank you.

  Customer response

  08/08/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *********

  Customer response

  09/01/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Today is September 1, the date by which Kinsey Neon and Sign committed to having our sign on ******** ****** complete.  Even though this was later than the date we originally proposed, we agreed to the September 1 deadline.  As of this morning, no work has been done on the sign and there has been no communication from Kinsey.  There are several pieces of rebar that have been driven into the ground in the vicinity of the location of the sign, but it is not clear to us whether this has anything to do with the sign or whether it is the work of another utility company.  In any event, we were not  notified of the placement of these stakes and have no idea who installed them or why.According to your message of August 8, if the work was not completed by September first I was to call you and the complaint would be re-opened.  Please let us know if any further action is required on our part and what we might expect going forward.Thank you,***** *********

  Business response

  09/06/2022

  Good afternoon. The following communication was sent on Aug, 22nd.I am under the assumption that it was not received. The crew arrived to begin the footer for your sign and it never crossed my mind to contact 811 again to remark the area for digging. So they were not able to dig. It is a complete oversight on my part in that it had been previously done and I didn't think to do it again. I apologize. I have since requested marking for 811 and we are awaiting a clear dig ticket. This may put us past the Sept. 1st deadline that we previously stated, but it should be no more than the following week to reschedule. Again, I apologize for the additional delay. This was my mistake and mine alone. We have received our 811 clearance and are looking to be on site this week and have it completed by end of next. Only factor now will be weather and concrete. I will keep all names in CC for further communications. Thank you.      

• Initial Complaint

  01/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Kinsey has been non-communicative with ********* ****** since early December 2021, at which time completion and install of our current projects was promised by President Darryl Thompson to occur by 1/1/22. Multiple attempts to reach via phone, text, and electronic messages have been unsuccessful, as recently as 1/6/2022. We have seen two signs for the project at their location months ago, so we are indeed puzzled as to why they have not been installed. All invoices are current with Kinsey. Signage is of critical importance in senior living, and we are concerned for emergency vehicle way finding and general safety. After an attempt to visit Kinsey in person yesterday, both on ******** and ****** ******, the business appeared shuttered. Your assistance in resolution will be most helpful.

  Business response

  01/26/2022

  Having since discussed this particular job over the phone, I am, again, apologetic for the previous lack of correspondence on your behalf.The last 4+ months having been a trying compound effort of relocating our business and the ever present onslaught of the pandemic, but it is clear that our efforts are not always sufficient.As you know, your signage has been built and ready for quite some time, yet extenuating factors have dictated many of our movements.Because completing your job has also required the assistance of a sub-contractor for the masonry work, as discussed over the phone, they have advised that once the current snow and ice have melted we will be able to begin the next steps of your installation.I will be providing our new address via direct email, in which I will also be personally maintaining contact throughout the remainder of your project.Thank you for your patience. 

• Initial Complaint

  11/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  07/16/2021 was the invoice date. Check # **** was paid on 07/28/2021 Total paid was $4,061.97 1 26.00 in x 84.00 in sign cabinet single sided LED illuminated -Extruded Aluminum Frame - Poly Faces 100 LED 120V 3W Module - ILLUMINATION 2 Truck installation - 3 Men -1 install Truck + 1 Crane Assist 1 Sign permit Procurement 1 Engineering They have not installed the sign, have not answered any phone calls or emails in the last 3 months. paid $4,061.97 Check # ****

  Business response

  11/24/2021

  Good afternoon, Mr. ****.An email update was sent to our clients in October in regards to the transition and relocation of our company in preparation of our move.I hope that you received that update.As can be expected, this process has not been easy and has endured numerous delays in re-establishing simple phone and internet along with getting our shop up and running again.While I am sure that our plight is not what you need to hear, reassurance of your installation and timeline will have your sign installed no later than Friday, December 3rd.Thank you for your patience during this time.We hope that you are able to enjoy a Thanksgiving break.

  Customer response

  11/29/2021

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** ********

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