Gaspard Robert Co Inc,

July 23, 2015
 
 Ms [redacted]
Trade Practice Consultant
Revdex.com
10019 W. Greenfield Ave.
Milwaukee, WI  53214
 
Dear Ms [redacted], 
Thank you for bringing this matter to our attention. I
apologize for the delay in response as...

our company president just recently returned
from being out of town, and it was necessary to first consult with him
regarding this situation.
 As of February 16th
2015, when we sent a refund check of $1,103.00 to [redacted] who originally
placed the order, we truly thought this matter was closed.  This was the first we have been made aware of
any ongoing concerns. [redacted] Inc. has been in business for nearly 62 years and
takes offense to the comments made in the complaint. [redacted], Inc. is a well known,
reputable company - we sincerely value our customers. We do completely
understand that the decision to stop production on the banner was not the most amicable
news for the customer to receive. As you can see outlined below [redacted] Inc.
invested a substantial amount of time and resources on this project only to refund
the customer’s money.  
Our records indicate:
August, 2012,
Original quote estimate of $3,414 was provided to the customer, [redacted],
(in writing on Artwork order #128474 on September 29, 2012). Shortly,
thereafter, the customer requested a revised quotation based on a slight
resizing of the custom banner. The price quote that was provided was to be $925
off the original price of the banner (or $2,489). However, the Customer
Service Representative misunderstood the information given to her and she
quoted the price estimate of $925 to the customer. This error was not
discovered by management until May 20, 2014, well into the production process.
September 20, 2012,
we received a letter from the customer indicating she would like to start the
artwork process.
September 28, 2012,
artwork order was submitted to [redacted] Production, by the [redacted] Customer
Service Representative, after receiving payment from the customer for the non-refundable artwork fee of
$225 (check #633).
January 16, 2013,
[redacted] provided the customer with the first version of the custom banner
artwork and color swatching.
February, 2013 through
October, 2013, series of revisions made to artwork, by the customer, which
required, upwards of six revised artwork representations to be sent to the
customer .
October 2013, the
customer was notified of an additional artwork revision fee of $130.00.
October 2013, [redacted]
received from the customer, check #700 for $1,103.00 ($925 estimated quoted
price + $130 artwork revision fee + $48 shipping).
November 4, 2013,
[redacted] Customer Service Representative submitted order #252 to initiate the
completion of the custom Banner. After several unforeseen [redacted] production
delays, the estimated ship date was to be set at July 17, 2014.
May 20, 2014, A
member of Management at [redacted] discovered the price quotation error. [redacted]
[redacted], company President, contacted the customer, [redacted] , to make her
aware of the situation, and to inform her we would not be able to complete the
banner order for the price of $925. [redacted] offered the following options:  either the customer could submit the
additional funds or we would reimburse the $1,103.00. The customer was going to
discuss the situation with her committee.
May 21, 2014, the
following summarization via email was sent to [redacted] (per her request):
Subject: Price Quotation Error - [redacted], Inc.
Dear Ms. [redacted],
 Please accept our sincere apologies for the mistake that
was made on the price quotation for the Discalced Carmelite Community banner.
 To confirm your telephone conversation yesterday with Mr.
[redacted], in September 2012, a price quotation in the amount of $3,414 was
provided to you for a banner which measured 36”x60”. Shortly thereafter a
request was made by the council to provide a revised price quotation for a
slightly smaller banner – one with the measurements of 34”x50”.  A price
quotation was provided to your service representative of $-925. 
Unfortunately, there was the misunderstanding when she communicated this amount
to you. The price was suppose to be $3,414 – (minus) $925 (for the size
reduction) = $2,489 final banner cost, not $925 total.
 Once again, I am sorry for the miscommunication, however
as you discussed with Mr. [redacted], we are unable to complete the banner for
$925.  Our records indicate that the council paid $1,103 for the banner
(this amount includes banner, additional artwork time and shipping). Would you
consider applying that amount towards the balance and sending in another $1,386
so we may complete the banner for you? Otherwise we will gladly refund your
payment of $1,103.
 Please let me know what you decide. Thank you for your
time.
Respectfully,
[redacted]
Office Sales Manager”
 November 2014,
the customer, [redacted], called and spoke with a [redacted] Customer Service
Representative, inquiring if we still had the artwork and money.
 December 19, 2014,
the customer called the [redacted] Customer Service Representative, regarding the
existing artwork. [redacted] has been removed from the project and “The council
has placed the project on hold.”
February 16, 2015,
[redacted] issued a refund check of $1,103.00 and mailed it to the customer, [redacted].
 As you can image we thought the matter was closed upon
hearing from the customer, that the “council placed the project on hold” and [redacted]
in turn refunding the customer’s money.
 Please let me know if you have any questions regarding
this matter.
 Thank you!
 Respectfully,
[redacted]
Office Sales Manager
[redacted] Inc.
200 N. Janacek Ave., Brookfield WI 53045
###-###-####
 
cc  [redacted]

Review: We contracted, and were quoted a price for a banner for our Carmelite Community. The price was way too high for our budget so we decided on a smaller banner. We were quoted a price and paid that price in full (including shipping) for the smaller banner. [redacted] kept putting us off and stalling... After almost three years we received a letter saying they misquoted us on the price for the smaller banner. We dealt with one sales person and they claim that person is no longer with them. We had already paid in full for the banner and they still, to this day, hold our money for the banner but now they say they will happily make our banner if we send them another $1386.00. This is a typical "bait and switch" tactic used by con artists! We would like our banner. Our first contact with them was September 28, 2012. Here we are almost three years later.Desired Settlement: We would like our Banner. We are not a rich community. We are a religious community and had to hold several fund raising events to pay for the banner. The right thing to do would be to honor their commitment. Thank you.

Business

Response:

July 23, 2015

Ms [redacted]

Trade Practice Consultant

Revdex.com

10019 W. Greenfield Ave.

Milwaukee, WI 53214

Dear Ms [redacted],

Thank you for bringing this matter to our attention. I

apologize for the delay in response as our company president just recently returned

from being out of town, and it was necessary to first consult with him

regarding this situation.

As of February 16th

2015, when we sent a refund check of $1,103.00 to [redacted] who originally

placed the order, we truly thought this matter was closed. This was the first we have been made aware of

any ongoing concerns. [redacted] Inc. has been in business for nearly 62 years and

takes offense to the comments made in the complaint. [redacted], Inc. is a well known,

reputable company - we sincerely value our customers. We do completely

understand that the decision to stop production on the banner was not the most amicable

news for the customer to receive. As you can see outlined below [redacted] Inc.

invested a substantial amount of time and resources on this project only to refund

the customer’s money.

Our records indicate:

August, 2012,

Original quote estimate of $3,414 was provided to the customer, [redacted],

(in writing on Artwork order #128474 on September 29, 2012). Shortly,

thereafter, the customer requested a revised quotation based on a slight

resizing of the custom banner. The price quote that was provided was to be $925

off the original price of the banner (or $2,489). However, the Customer

Service Representative misunderstood the information given to her and she

quoted the price estimate of $925 to the customer. This error was not

discovered by management until May 20, 2014, well into the production process.

September 20, 2012,

we received a letter from the customer indicating she would like to start the

artwork process.

September 28, 2012,

artwork order was submitted to [redacted] Production, by the [redacted] Customer

Service Representative, after receiving payment from the customer for the non-refundable artwork fee of

$225 (check #633).

January 16, 2013,

[redacted] provided the customer with the first version of the custom banner

artwork and color swatching.

February, 2013 through

October, 2013, series of revisions made to artwork, by the customer, which

required, upwards of six revised artwork representations to be sent to the

customer .

October 2013, the

customer was notified of an additional artwork revision fee of $130.00.

October 2013, [redacted]

received from the customer, check #700 for $1,103.00 ($925 estimated quoted

price + $130 artwork revision fee + $48 shipping).

November 4, 2013,

[redacted] Customer Service Representative submitted order #252 to initiate the

completion of the custom Banner. After several unforeseen [redacted] production

delays, the estimated ship date was to be set at July 17, 2014.

May 20, 2014, A

member of Management at [redacted] discovered the price quotation error. [redacted]

[redacted], company President, contacted the customer, [redacted] , to make her

aware of the situation, and to inform her we would not be able to complete the

banner order for the price of $925. [redacted] offered the following options: either the customer could submit the

additional funds or we would reimburse the $1,103.00. The customer was going to

discuss the situation with her committee.

May 21, 2014, the

following summarization via email was sent to [redacted] (per her request):

Subject: Price Quotation Error - [redacted], Inc.

Dear Ms. [redacted],

Please accept our sincere apologies for the mistake that

was made on the price quotation for the Discalced Carmelite Community banner.

To confirm your telephone conversation yesterday with Mr.

[redacted], in September 2012, a price quotation in the amount of $3,414 was

provided to you for a banner which measured 36”x60”. Shortly thereafter a

request was made by the council to provide a revised price quotation for a

slightly smaller banner – one with the measurements of 34”x50”. A price

quotation was provided to your service representative of $-925.

Unfortunately, there was the misunderstanding when she communicated this amount

to you. The price was suppose to be $3,414 – (minus) $925 (for the size

reduction) = $2,489 final banner cost, not $925 total.

Once again, I am sorry for the miscommunication, however

as you discussed with Mr. [redacted], we are unable to complete the banner for

$925. Our records indicate that the council paid $1,103 for the banner

(this amount includes banner, additional artwork time and shipping). Would you

consider applying that amount towards the balance and sending in another $1,386

so we may complete the banner for you? Otherwise we will gladly refund your

payment of $1,103.

Please let me know what you decide. Thank you for your

time.

Respectfully,

Office Sales Manager”

November 2014,

the customer, [redacted], called and spoke with a [redacted] Customer Service

Representative, inquiring if we still had the artwork and money.

December 19, 2014,

the customer called the [redacted] Customer Service Representative, regarding the

existing artwork. [redacted] has been removed from the project and “The council

has placed the project on hold.”

February 16, 2015,

[redacted] issued a refund check of $1,103.00 and mailed it to the customer, [redacted].

As you can image we thought the matter was closed upon

hearing from the customer, that the “council placed the project on hold” and [redacted]

in turn refunding the customer’s money.

Please let me know if you have any questions regarding

this matter.

Thank you!

Respectfully,

[redacted]

Office Sales Manager

[redacted] Inc.

200 N. Janacek Ave., Brookfield WI 53045

###-###-####

cc [redacted]

Consumer

Response: