ComplaintsforTwin Cities Sign & Graphics LLC

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 25th i stopped in to the twin cities sign graphics location at ******************************. During this visit i asked questions about auto wrapping for a 2022 Audi Q3 the business owner was at the counter explained the price for emblems , trim around windows and front grill the picture i have provided was the quote she gave me that i sent a text to my wife about the price. Fast forward to the install pictures and the actual price paid , the workmanship of this job is like a child completed it. Not a professional like the this business claims to be. The pictures provided show uneven cuts, gaps between wrap and chrome and car, loose pieces, cut scratchs on the wrap and also on the car damage to the car when i went back to complain to her about this she stated she told me it would be hard to do. If this job is hard to do why accept the job why not decline to work on this? Why not be the professional and tell me what should have been done? I took the car to a different shop and asked for there professional opinion they stated the work done is definitely not worth the price i paid, he also stated emblems usually are not wrapped and are usually bought pre painted, he stated for a fee he could try to fix the wrap or start over on the wrap. The Twin cities shop gave me 2 options discount for crappy job, or discount for taking all the wrap off, we dont want her touching the car again for fear of more damage to the paint or chrome, we want a full refund and will have a different shop located in ******* remove and replace what they can but this will cost more money. The original quote for this job was 350 for entire car to be wrapped, or 90 for emblems and 75 to do around front grill. Total she charged was ****** more then double the quoted price. When questioned about this price after paying she stated we added more to do and that it didnt have install prices. But the text is the original quote she provided and is the only proof i have of that conversation.

  Business response

  05/01/2024

  ****************** first stopped into our office to inquire about costs for a trim wrap. The conversation was very broad and he would go back and forth with different areas he was interested in wrapping. I gave him a verbal estimate for both the material needed as well as installation costs for each area. There were 3 areas we discussed. I did relay to him at this time wrapping emblems is a difficult job and typically people will just purchase painted emblems and replace them on the vehicle versus wrapping. He called back a few days later to schedule the install at which time he expressed he wanted the window trim and emblems done. ****************** dropped the vehicle off before our office opened and had his mother bring us the key several hours later. We began the job of wrapping the window trim and emblems with a 3M vinyl. I have pictures of the completed job. He called the office approx 11 am and at that point added in the front grill area to be wrapped which was not expressed before hand. We accommodated the additional work at the expense of other jobs we had scheduled.

  I called him upon completion of the job at which point he questioned the total cost of the job. this stuck me as odd as not only did we verbally discuss this prior but he had also added in additional work (materials and labor) the day of the scheduled installation. He paid over the phone and then had his mother stop by to pick up the key. A few business days later he came into the office expressing his disapproval of the job. He also expressed he had taken the vehicle to other locations to get second opinions. I did a walk around the vehicle with him and acknowledged the issues at the vehicle emblems (2 areas) where with out removing the emblems from the vehicle it is very difficult and not recommended to wrap, which was told the ****************** in our initial conversation. After speaking with him for several minutes I expressed to him that I was willing to work with him on these issues to resolve this fairly, offerig a partial refund as well as removing the wrap (vinyl) at no additional costs. ****************** could not decide what path he wanted to take and expressed several times that he was possibly going to take it to another shop to have them repair the areas he was not happy with. I did tell him to have a conversation with his partner and then come back in so we can resolve the issues fairly again offering for sure refund and or removal of vinyl at no charge if they wanted that. I fully agreed with him on the emblems (2 areas) however, the grill and window trim on the vehicle were wrapped with an acceptable wrap installation that was free of air bubbles, creases or any surface issues. There was (2) areas on rear window corner that had a seam as that is a normal industry standard in these areas that have extreme corners that you can not manipulate the vinyl to cover without having failure.

  I have pictures of these areas and do not see any issue with the service provided on those areas.
  

  Several days later ********************** partner stopped by the office on Tuesday April 30th with out ****************** and expressed the same complaints that had already been discussed. At this point his partner brought up some "scratches" that they are both claiming were not there prior to our work on the vehicle. At this women's requested I went outside to view the areas she was having issues with. At which point she had a hard time locating "scratches" as well as some vinyl seams that she did not find appealing. I adamantly told her that we are not responsibly for the scratches she was struggling to point out as well again acknowledged the issues with the emblems having the same conversation I had with ****************** of the overall difficulty in wrapping emblems versus just replacing them. I extended again my willingness to remedy the situation with a partial refund for the areas they were not happy with (emblems) as well as labor time of installation for entire work as well as offering to remove the vinyl at no charge. This would have provided an additional 2 hours of labor at no charge along with more than 60% refunded back to them. That with the additional time needed for removal would be close to a full amount refunded if not more.

  Mr. ******** partner did say that the received a quote from another shop for ******* to do the work. This did give me pause as not only is the twice as much as they paid my shop for the job but also did not know the extent of what was being quoted in that cost. Unfortunately that information does not make a strong point for their case. I feel these two people are trying to take advantage of a small business because they would like to have more work done and material used with out be financially responsible for that.  While I am fully taking responsibility for the emblem complaints and will make that right, the rest of the wrap job is acceptable.
  

  The women left and told me she was going to go discuss it with ****************** and get back to me. I then receive an email this morning, the following day, with this complaint notice. I have offered to work with not only ***************** to resolve this matter, who is the customer, as well as his partner with good faith. This wrap job is not in the poor shape that they are claiming and did not leave our shop in that state. I have pictures of final product and it is an acceptable final product. I adamantly do not agree with any of the claims of damage. The two people are being very unreasonable and ceased communication in the resolution of this matter. I have been trying to work with them and wanted to make things right with a fair conclusion for all parties. Unfortunately it is people like this that are a danger to small businesses, we actively have been upfront, available and willing to resolve this.
  

  Customer response

  05/02/2024

   
  Complaint: 21649721
  
  I am rejecting this response because:
  In the business owners response she has stated that I went back and forth on choosing, false I told her what I would like and she responded with entire wrap is $350 for front emblem rear emblem and around the windows. If I wanted to add the grill it was another 75 if I only wanted the emblems it was $90. At no time did she state this wasnt including installation. Nor did she say she couldnt do emblems, she only said this after another shop had told me and I had went back to her to make the initial complaint.when I called back to schedule I told them all areas I wanted wrapped it was a different girl that had taken this call from me, I had actually called a few mins after 9 to confirm if they needed the keys since they open at 9 and the lady that took the call when ********** said they might be able to wrap it outside . But the installer said she needed the keys so they arrived shortly after. On this call I was confirming what they were going to install I didnt add anything that I hadnt already scheduled when I called, she claims the conversation in person about the estimates was recorded but I dont see the proof of this. I had sent my wife the pricing as she was telling me the prices. When paying I didnt argue about pricing cause if I dont pay over the phone I wont be able to pick the car up, this kind of car cant sit outside in this kind of neighborhood, it wasnt until I saw the actual receipt that I understood the prices were not as estimated. The pictures she has provided show the car from far away sure anyone could be proud of that work but when your 5 feet away you can clearly see the issues as stated from another profession installer, also the scratchs next to the areas worked on is not from us this is a newer car and has no other scratchs besides near the installed areas including on the actual vinyl itself has cut scratched marks, I have no issues with small businesses as that is why I originally gave this company a try instead of actually going to one on my day off thats open, also we would like the refund for this but dont want the installer to touch the car in fear of more damage scratches to the car, the estimated 1500 from another installer is also adding much more vinyl to other areas of the car, roof rack, lower door areas and mirrors and door handles, as well as pre painted emblems. Trying to find a mutual solution is the priority on this and is why BBB is a mediator to this issue. This doesnt need to go to small claims court for the scratch cuts to the car, if this can be resolved mutually and faithfully.
  Sincerely,

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

  Business response

  05/15/2024

  I have tried several times to resolve this with this person. I have now spend several hours going round and round with these two. I have submitted a reasonable and fair solution to these two more than several times. They keep taking this situation to new levels and now with a vague threat of small claims court along with other not so subtle insults to my business and now the "neighborhood" of Downtown ******************! This business has had hundreds of vehicles here for work, including vehicles that are valued at several times their "AUDI" car is worth. Not one time has this neighborhood been an issue for any of my other higher end clients. Every one of these customers has left more than happy and are repeat customers. The comments that these two have now made and continue to make shows poor character to say the least.  I again have offered a partial refund for work we agree'd upon areas (emblems and labor time).  I will now remove my offer of removing any of the vinyl die to comments made in prior statements by these people. I do not have time to keep wasting on the moving goal posts with these two. I have tried to resolve this fairly with good faith only to be answered back with more and more aggressive verbiage and escalation of actions. I really do not have the time to keep wasting on the drama that they are perpetuating in not being reasonable and trying to resolve this fairly and in good faith.

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