FASTSIGNS of Fairless Hills

I received your letter regarding complaint ID [redacted] .A full refund was made to the customer and he should be withdrawing his complaint.Peter S***

December 29, 2016Dear [redacted] .I am contacting you in regard to the above referenced complaint, submitted by [redacted] My name is Cynthia S***, and I am the Sales Manager at Fast Signs in Fairless Hills PAI have been named in the complaint, and would like to state the facts and if necessary, provide corroborating correspondence outlining the details of [redacted] 's experience with me and our team.On November 15, | provided [redacted] with an estimate for a 14.5' x 24' logo in Window Perf, to be installed on the rear windshield of his vehicleThe customer agreed in writing and by phone on November 18, 2016, after my employer, Pete S***, and I explained that an opaque decal of that size is illegal and would obscure his vision while operating his vehicleTotal cost $applied to the customers [redacted] on November 18, 2016.Once produced on December 1, 2016, our Production Manager Thomas R [redacted] explained that the font size and detail of the logo would not translate well into die-cut window perf due to the graphic detailThe customer became upset and condescending, and demanded that we provide an opaque version of the logo in RTA (Ready to Apply) Vinyl ($21.89), and refund the full cost of the Window Perf Vinyl ($49.87)I spoke with [redacted] , who stated that if I did not give him his money and provide him with an opaque decal he would contact the Revdex.com and “carpet bomb the internet with derogatory comments and reviewsI explained that my employer was out on a service call and that I could not authorize the refund without discussion with himI further explained that we provided the customer with exactly what he ordered and approved via our proofing system on November 21, I did state that I would place an additional order for an opaque vehicle decal, but that we could not install it, as it is illegal in the state of PA.We received seven (7) e-mails from [redacted] from December 1, through December 19, 2016, as well as numerous hostile and demanding phone callsWe responded to every contact with the same professional courtesy and sensitivity we do to all of our valued customers [redacted] continued to personally barrage and berate me and my customer service skills, demanding immediate action regarding his order.On December 14, I apologized by phone and in writing for what the customer perceived to be a "condescending tone” and "unprofessional manner'I explained to [redacted] that we were at a solid two week turn-around, and that the owner did escalate his re-print with our design team, to cut down on that time [redacted] chose to cancel his orderI further explained that I asked that a full refund be provided, and the owner agreedI told [redacted] that our financials are reconciled every Wednesday and that when the accountant returned on December 21, 2016, he would be provided with a full refund.On December 21, [redacted] was issued a full (100%) refund, as well as an apology for his inconvenience by our accountantDuring their phone conversation he was kind, courteous and never mentioned that he had already issued a formal complaint with your organization as well as a derogatory internet review on [redacted] In addition, he had family members write negative reviews, including his wife [redacted] , with whom we have never spoken to or done business with.I sincerely appreciate the value of your time, and can state with utmost certainty that with over years of sales and customer service experience I have never been involved in anything like this or experienced a customer with this large of a vendetta in my careerMy record and reputation are beyond repute, and I am insulted on a personal and professional levelWe treat our customers like family at FastSigns, and our record of reliability and customer satisfaction speaks for itselfI remain available at any time to discuss this issue and I look forward to an expeditious resolution to this matter.Respectfully,Cynthia Lee S.Sales Manager

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted] ***

I received your letter regarding complaint ID [redacted].A full refund was made to the customer and he should be withdrawing his complaint.Peter S[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update...

it before sending it.]
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. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending...

it.]
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. 
Regards,
[redacted]

December 29, 2016Dear [redacted].I am contacting you in regard to the above referenced complaint, submitted by [redacted]. My name is Cynthia S[redacted], and I am the Sales Manager at Fast Signs in Fairless Hills PA. I have been named in the complaint, and would like to state the facts and if...

necessary, provide corroborating correspondence outlining the details of [redacted]'s experience with me and our team.On November 15, 2016 | provided [redacted] with an estimate for a 14.5' x 24' logo in Window Perf, to be installed on the rear windshield of his vehicle. The customer agreed in writing and by phone on November 18, 2016, after my employer, Pete S[redacted], and I explained that an opaque decal of that size is illegal and would obscure his vision while operating his vehicle. Total cost $49.87 applied to the customers [redacted] on November 18, 2016.Once produced on December 1, 2016, our Production Manager Thomas R[redacted] explained that the font size and detail of the logo would not translate well into die-cut window perf due to the graphic detail. The customer became upset and condescending, and demanded that we provide an opaque version of the logo in RTA (Ready to Apply) Vinyl ($21.89), and refund the full cost of the Window Perf Vinyl ($49.87). I spoke with [redacted], who stated that if I did not give him his money and provide him with an opaque decal he would contact the Revdex.com and “carpet bomb the internet with derogatory comments and reviews. I explained that my employer was out on a service call and that I could not authorize the refund without discussion with him. I further explained that we provided the customer with exactly what he ordered and approved via our proofing system on November 21, 2016. I did state that I would place an additional order for an opaque vehicle decal, but that we could not install it, as it is illegal in the state of PA.We received seven (7) e-mails from [redacted] from December 1, 2016 through December 19, 2016, as well as numerous hostile and demanding phone calls. We responded to every contact with the same professional courtesy and sensitivity we do to all of our valued customers. [redacted] continued to personally barrage and berate me and my customer service skills, demanding immediate action regarding his order.On December 14, 2016 I apologized by phone and in writing for what the customer perceived to be a "condescending tone” and "unprofessional manner'. I explained to [redacted] that we were at a solid two week turn-around, and that the owner did escalate his re-print with our design team, to cut down on that time. [redacted] chose to cancel his order. I further explained that I asked that a full refund be provided, and the owner agreed. I told [redacted] that our financials are reconciled every Wednesday and that when the accountant returned on December 21, 2016, he would be provided with a full refund.On December 21, 2016 [redacted] was issued a full (100%) refund, as well as an apology for his inconvenience by our accountant. During their phone conversation he was kind, courteous and never mentioned that he had already issued a formal complaint with your organization as well as a derogatory internet review on [redacted]. In addition, he had family members write negative reviews, including his wife [redacted], with whom we have never spoken to or done business with.I sincerely appreciate the value of your time, and can state with utmost certainty that with over 28 years of sales and customer service experience I have never been involved in anything like this or experienced a customer with this large of a vendetta in my career. My record and reputation are beyond repute, and I am insulted on a personal and professional level. We treat our customers like family at FastSigns, and our record of reliability and customer satisfaction speaks for itself. I remain available at any time to discuss this issue and I look forward to an expeditious resolution to this matter.Respectfully,Cynthia Lee S.Sales Manager