Custom Logo Signs, LLC

Hello, thank you for bringing this to my attentionI was very troubled to hear of the issues and delays that my team has had with ***'s orderIt all started due to some sort of internal error and/or negligence on the part of UPSWe shipped ***'s original sign fully insured via UPS, and when
it arrived damaged we immediately filed a damage claimUPS at that point informed us that they would be picking up the sign from *** for inspection, which is their usual procedure with a damage claimFrom there we typically wait until UPS confirms liability for the damages and reimburses us for the cost to replace itFast forward a few weeks and *** informs her sales rep (Todd S***) that UPS never cameTodd followed up with UPS asking them to please pick up the sign and proceedThis process repeated several times and UPS never proactively picked it upLong story short, Todd eventually paid to have the sign picked up and returned to us, bypassing the usual claims process in order to help move this alongHowever after we received the sign back there was still quite a process to get the claim processed and the project back in the queue to be remadeUpon my own investigation into this case I do recognize that we should have provided *** with more proactive communication and information along the way, and that a more aggressive approach from our project management team may have allowed a quicker resolution.In summary, we actually did ship ***'s new sign on Tuesday before we receiving this Revdex.com claim notice, however *** did not receive the tracking number until later that evening so it is understandable that she was concerned about missing her June 2nd delivery deadlineIt appears that all will be well however, as the shipment is showing that it is on the vehicle for delivery todayAttached is a screenshot of the UPS tracking number and progress, as well as a screenshot of the email correspondence with *** on Tuesday evening confirming the sign had been dispatched.Please let me know if you need anything else from me, or if there is anything else we can do for ***We are committed to making sure she ends with a positive conclusion in spite of the obvious frustrations that got us to this point

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

[redacted] was understandably not familiar with the Dibond sign material that we used to fabricate her new sign. I explained that it is an aluminum composite and actually a more expensive material than the solid aluminum (which was used on her first sign) and has properties that make it ideal for corporate signage, and that we simply had not begun using it until recently (thus the difference between her first sign last year and her new sign now.) So with that in mind, I have given her two options to consider:1) We could remake the sign again in solid aluminum rather than Dibond, since that is what she was more familiar with.2) Should could keep the Dibond sign and accept a partial refund from us for her trouble.She wasn't sure what to do, so I offered to let her keep the sign for 90 days and make sure it was durable and acceptable, and then at that point she can make a decision on whether to keep it or have it remade. Attached is a screenshot of that decision.