Fastsigns Bellevue

Dear Revdex.com,
Thank you for the opportunity to respond As I am sure you know, there are always two sides to every story This is our first complaint since opening our business back in
*** *** and *** *** *** placed an order for
acrylic plastic cut letters to be installed over the facia of their storefront inside the Factoria Mall in Bellevue, WA Specifics of the letters, style, and color were agreed upon and installation was scheduled There was no mention in the proof/creative process of the type of surface the letters would be installed to Prior to the store opening our installation team attempted to penetrate the wall surface with different drill-bit types In each attempt the drill-bit would not penetrate the wall surfaceWe were concerned of the possibility of a structural or electrical obstruction behind the surface We were prepared to pin-mount the letters but after the several failed attempts at successfully penetrating the wall surface we altered the installation method to what is an industry accepted practice of utilizing a combination of 3M VHB industrial double-sided adhesive and silicone What we were not aware of was not only was the store front surface a masonry tile but also was recently freshly painted covering the ability to determine the type of wall surface to begin with It wasn't that the letter installation application failed, it was the combination of the fresh paint over the top of the masonry tile In other words, the paint was not adhering properly to the tile therefore the VHB/silicone pulled the paint off the masonry hence causing two letters to fall on two separate occasions In both instances we responded immediately one of which was over a weekendIn an effort to provide a temporary and safe solution we installed simple vinyl letters and removed all remaining letters to provide time to come up with a permanent solutionA photo of the temporary solution has been attached That temporary solution looked as good as the permanent one In fact, we cannot tell the difference in the photos provided After the type of surface we were applying the letters to was uncovered we purchased the correct masonry drill-bit and remade the acrylic plastic letters, scheduled a time to install the new letters per the requirements and specifications provided by the mall We then asked for the balance owing on the invoice at which time *** stated she would not be paying for months We reminded her that our terms are 50% deposit at the time of order, 50% at the time of completion After several reminders, she did finally pay the balance owing Estimate, invoice and correspondence can be provided upon request