Tupps Signs, Inc.

Thank you for sending me your letter regarding the customer concern [redacted] from our client [redacted]. Per your letter Iam responding to that complaint.I disagree with some of Ms. [redacted]'s characterization of our interaction.We were called by Ms. [redacted] on March 11,2015 to repair the...

lighting in•two of the signs at her location. She asked us to survey the issues and provide her with a quote to repair the lighting.She told us at the time that the signs had not been lighting in several years.On March 16th one of our service crews visited the site and made a detailed list of repairs needed to get the signs lighting.These included lamps and ballasts in a box sign and 3 transformers and neon units in letters Iin consolidated and C,E,N,T in center in the channel letter sign. The crew noted the signs were very old and needed a lot of work.[redacted] my general manager called Ms.[redacted] and gave her the quote of $2,489 for these repairs. She approved this [redacted] and we proceeded with•repairs which we completed on March 23rdOn May Ms. [redacted] called to let us know that two letters in the channel letter sign were not lighting. On May 11th we sent a service crew and found defective neon units in two letters, the c and D in consolidated. We returned and installed the repaired_ neon units on May 20th.Because the letters repaired inthe second service calf were working at the time of the initial service call they were not initially repaired. Often when a sign is very old its lighting components become weakened over time.If it has not been lighting in many years the weakened components may function properly initially, but after the stress of electricityis applied for a month or two the components fail. This is thesituation in [redacted]'s case. Because this second service call was a new issue unrelated to the first service call,we felt justified in charging for the repair and sent an invoice for $663.I understand Ms. [redacted]'s frustration regarding the mounting bills for her sign lighting repairs. Unfortunately considering the age of the signage she will continue to encounter more frequent lightingissues moving forward. [redacted] spoke to Ms. [redacted] and explainedthis to her but, based on her complaint, she chose not to accept his explanation.I'm sorry that Ms. [redacted] is upset over the two invoices we sent her but the work we did was legitimate and I am disappointed that she chose to make a complaint to the Revdex.com to vent her frustration.Clearly Iwould I ke to resolve the issue. My recommendation would be to have the old and outdated neon lighting be replaces with modern LED lighting. Although there will be an expense at the outset this will save Ms. [redacted] money on both repairs bills and electricity. Otherwise she will continue to have the same issues at an increasing rate.

Review: [redacted] paid Tupp Signs over $2400 to fix signage out in our facility. All letters have been off for over 10 years. I orginally asked for a quote, yet they just showed up one day and started working on the sign. Not a month later 2 letters went out and I asked to have them come back to repair. I explained on the phone I hope I will not be charged again for lights that did not stay lit for a month. No response. They came out again and fixed 2 letters, yet I did recieve another invoice for over $600. When I called to ask why [redacted] was charged again, their explanation was neon signs go out all the time. So I guess they don't last more than a month? I find that hard to believe and do not think [redacted] should have to pay an additional $600 for something that should still be operational.Desired Settlement: Do not think the second bill over $600 should have to be paid.

Business

Response:

Thank you for sending me your letter regarding the customer concern [redacted] from our client [redacted]. Per your letter Iam responding to that complaint.I disagree with some of Ms. [redacted]'s characterization of our interaction.We were called by Ms. [redacted] on March 11,2015 to repair the lighting in•two of the signs at her location. She asked us to survey the issues and provide her with a quote to repair the lighting.She told us at the time that the signs had not been lighting in several years.On March 16th one of our service crews visited the site and made a detailed list of repairs needed to get the signs lighting.These included lamps and ballasts in a box sign and 3 transformers and neon units in letters Iin consolidated and C,E,N,T in center in the channel letter sign. The crew noted the signs were very old and needed a lot of work.[redacted] my general manager called Ms.[redacted] and gave her the quote of $2,489 for these repairs. She approved this [redacted] and we proceeded with•repairs which we completed on March 23rdOn May Ms. [redacted] called to let us know that two letters in the channel letter sign were not lighting. On May 11th we sent a service crew and found defective neon units in two letters, the c and D in consolidated. We returned and installed the repaired_ neon units on May 20th.Because the letters repaired inthe second service calf were working at the time of the initial service call they were not initially repaired. Often when a sign is very old its lighting components become weakened over time.If it has not been lighting in many years the weakened components may function properly initially, but after the stress of electricityis applied for a month or two the components fail. This is thesituation in [redacted]'s case. Because this second service call was a new issue unrelated to the first service call,we felt justified in charging for the repair and sent an invoice for $663.I understand Ms. [redacted]'s frustration regarding the mounting bills for her sign lighting repairs. Unfortunately considering the age of the signage she will continue to encounter more frequent lightingissues moving forward. [redacted] spoke to Ms. [redacted] and explainedthis to her but, based on her complaint, she chose not to accept his explanation.I'm sorry that Ms. [redacted] is upset over the two invoices we sent her but the work we did was legitimate and I am disappointed that she chose to make a complaint to the Revdex.com to vent her frustration.Clearly Iwould I ke to resolve the issue. My recommendation would be to have the old and outdated neon lighting be replaces with modern LED lighting. Although there will be an expense at the outset this will save Ms. [redacted] money on both repairs bills and electricity. Otherwise she will continue to have the same issues at an increasing rate.