ComplaintsforOptimum Signs, Inc.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  See upload please We gave this company nearly $6,000 down payment for a custom sign, four months later and all we have is excuses why we dont have a sign. horrible communication and excuses/lies.

  Business response

  08/09/2022

  We received this customers deposit on April 28th. On May 2nd, purchase orders were issued for all of the composite parts including the paint and the LED's (and payments were made for the parts).  This included the face of the sign which includes push through acrylic face.  On May 12th, we received the technical specs for the face of the sign from our fabricator which we approved on May 15th.  The aluminum for the frame arrived on July 13th which we began to fabricate the sign on July 20th.  Current supply chain disruptions have current lead times on extruded aluminum over ***** weeks.  The black paint for the base arrived on July 18th and since then we have painted the base.  We have also completed the LED wiring and tested the LED's to ensure compliance with UL.

  We are still waiting on the face of the sign to be completed.  According to all of our sources, high impact acrylic is running ***** weeks depending on the specs.  We have communicated all of this to our customer. We probably could have communicated even more but we have never seen disruptions in the supply chain like we are today. Our lead time on fabricated signs is now over 16 weeks.

   

  Customer response

  08/12/2022

  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, details of the offer I reviewed appear below.
  
  These are only excuses once again with no proposed solutions or timelines. the 16 week lead time for acrylic was never discussed before and I have a number of emails stating that the sign was near completion months ago.

  When will this be completed so i can decide if i want to cancel the order?

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

  Customer response

  10/03/2022

  Hello, still waiting for our sign.  Have had sporadic communications with *****/supplier but the excuses and push out dates continue.

  Business response

  10/04/2022

  I understand the customers frustrations with the delays.  The supply chain disruptions have caused timelines to jump over night from a couple of days for paints and aluminum to 12 weeks (currently). What isn't true is that we haven't been in communication with them. I, personally, have communicated with either ***** or ***** via text message, email or phone call every week for the past 8 weeks. Prior to that, we updated ***** every time we had a milestone. 

  Customer response

  10/13/2022

  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, details of the offer I reviewed appear below.
  
  

  We still have no sign that we ordered in April of 22'.  we are now going on 6 months waiting for our custom sign!  every week is a different excuse/reason for the continued delay.

   

  *****, when is the sign going to be installed?

   

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

  Business response

  10/17/2022

  Last week Monday, October 10th, I talked to ***** and told him that the holes would be dug on Thursday, October 13th (weather dependent).  On Wednesday we lost 5 hours because of the storms that moved through SE *********.  On Thursday morning, at ****, I called and left a message for them that we would be there to dig the holes either late Thursday or first thing Friday morning.  On Friday morning, my crew was onsite at ****am and began to dig the holes for the sign.  We are back there again today to concrete the poles in place. Once that is done and the concrete sets, we can get the monument installed.  

  Customer response

  10/20/2022

  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, details of the offer I reviewed appear below.
  
  

  Still no sign.  When are you installing *****?

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

  Customer response

  12/07/2022

  Project finally complete, would be surprised if this business stays open much longer as their reputation will eventually catch up with them.

   

  thanks for your help on putting pressure on the company to finish this.

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