Fastsigns of Roanoke

Review: In 2012, we purchased and outdoor lighted sign for our church from FastSigns for over $3000.00. This is the type of sign that hangs on the building with lights inside. the letters so it can be seen at night. There was delay after delay on their part, and it ended up taking over 3 months for the sign to be completed, a process that we were told would only take a few weeks. When I asked about the delay, [redacted], the manager, told me he would give us a discount on the final price. When we got the bill, he gave us $30.00 off the price of $3000.00, which was highly disappointing and hardly a discount for their delay. I personally went back to FastSigns and asked [redacted] about that, and he was very rude with me and wouldn't consider taking more off the final price.

When we finally got the sign and it was installed, it was very dim lit. You can hardly see it in the dark at all. I contacted [redacted] immediately and asked him why it wasn't brighter. He said there was nothing they could do about it.

Well, we are wanting to get our sign lit up like the other signs all around us, which are very bright. When we had it checked out on Dec. 11 by a different sign company to get their opinion on the problem, we discovered that the vinyl covering over the letters and logo of our sign are peeling off! This sign should last many, many years with no problem, but we have only had it a little over 1 year. We were told in 6 months, our sign will look a mess because the letters will have peeled completely off. Also, this other company informed us that FastSigns used the wrong vinyl for our sign. They should have used a cut vinyl that is "transparent" so the lights underneath will shine through, but instead they used a cheap vinyl that isn't transparent. We are very disappointed that we spent a great deal of money on this sign and expected high quality work from FastSigns, but got a cheap sign that the light won't shine through and also, the vinyl letters are peeling off. The sad thing is that our church had used FastSigns for over 10 years to make small door signs and banners for us, but it appears that they do not value the business of their long-time customers.Desired Settlement: We desire that FastSigns will replace the cheap vinyl covering over the letters and logo of our sign with a transparent, high quality cut vinyl that the light will brightly shine through. That we will get what we paid for.

Business

Response:

TO WHOM IT MAY CONCERN

MS. [redacted] CALLED ON DECEMBER 13. MY EMPLOYEE CALLED HER BACK AFTER TALKING TO ME OF WHICH I WOULD FIX WHATEVER HER PROBLEM IS BUT SHE LEFT THIS BY PHONE MESSAGE. AND TRIED AGAIN ON

DEC. 16 AND AGAIN 19TH WITH NO RETURN CALL. WE WANTED TO KNOW WHICH LETTERS SO BEFORE WE DRIVE ONE WAY 75 MINUTES WE MAKE SURE WE HAVE THE RIGHT LETTERS. BUT BY THIS COMPLAINT I ASSUME SHE WANTS ALL LETTERS REDONE . I WOULD HAVE DONE THIS IF I WOULD HAVE BEEN TOLD. I HAVE ORDERED THE OTHER MATERIAL SHE HAS REQUESTED . SO IF SHE CAN BE SO KIND AND CALLED WE CAN MOVE FORWARD. AND AS MATTER OF RECORD I WAS NOT PLEASED WITH THE TIME.BUT WE MADE THIS SIGN TWICE AT NO EXTRA COST TO THE CUSTOMER. I HAVE ALWAYS WENT UP AND ABOVE THE CALL OF DUTY FOR ALL MY CUSTOMERS AND THAT IS WHY THIS IS THE FIRST COMPLAINT I HAVE EVER RECEIVE IN 16 YEARS. ALSO THE MARK UP WAS ONLY 25% BECAUSE OF BEING A CHURCH. IF I WAS RUDE I AM SORRY BUT THAT IS ALSO A FIRST. PLEASE HAVE HER CALL ME.

SINCERELY

BILL JONES

OWNER

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

On Monday, January 2, 2014, I received a call from Fastsigns saying the materials had come in for them to fix our sign, but because of the cold weather, they were going to wait on doing it.

Next, on Monday, January 13, 2014, I got a call from Fastsigns saying they would be out to replace the letters and logo on our sign on Tuesday morning, January 14, 2014. Around lunch time Tuesday, I got a call saying they had to order more material, so they took the letters down and took them back to their business to complete. On Wednesday, January 15, 2014, I got a call that the sign had been completed. Upon looking at our completed sign, the logo looks like shotty work. It looks very unprofessional. The colors are different that what we originally had, but also the sword on their is crooked, and also the white part on the sword looks like pieces of white stuff pieced together. This is very noticable! How could they let work like this represent their business?

I am beyond upset!!! This has been one delay after another from the start, and still almost 2 years later, still delays! After speaking with the owner himself a month ago, he promised to take care of this and correct all the problems. But, he is not keeping his word!

Mrs. [redacted], I have attached 2 photos for you to see. One photo shows our sign compared to the others signs around us. You can clearly see how cheap and small our sign looks and how we got ripped off by Fastsigns. In the other photo, you can see our logo, and how the sword is messed up, crooked and the white color pieced together.

I hope this information is what you need to reopen this complaint against Fastsigns. Please let me know if you need any additional information.

Thanks!

Business

Response:

Dear Ms. [redacted]

I spoke to Ms.[redacted] today and agreed I will fix the cross and donate $300 to the church. I explain also about the size of the letters because of the greater number of characters

compared to her two neighbors. I will get this done as soon as the weather gets at least 40 degrees. I will stay in touch with [redacted] and let you know when it is complete.

Sincerely

William D. Jones

Owner FASTSIGNS Salem/Roanoke Va.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

When I spoke with Bill Jones on the phone on January 23rd, he stated that he would personally come to our building within the next day or two and see the errors that were made in the cross logo and how it looks pathetic. Then he himself would make sure it was done right. He said all he had to do was reprint the cross logo and that he would call me and let me know when he was coming to install it again. That was an acceptable response from him, but ....that was a week and a half ago, and I have yet to hear back from Mr. Jones. If all he had to do was reprint the cross logo, then why is that taking a week and a half? He is not keeping his word. He DID NOT say anything to me about waiting until the weather was 40 degrees or higher. So, I was expecting to hear from him within a few days from when he contacted me on the 23rd. But, I have not heard back from him yet. This is so rediculous that it has been almost 2 months since I filed this complaint, and it has yet to be resolved!

Regards,

[redacted](church)

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards, [redacted] Center(church)

Our complaint with Fastsigns has NOT been resolved. Since I last spoke

with you by phone in the middle of February, Bill has yet to contact me

about finishing up our sign. When I last spoke to him the beginning of

February, he said he would take care of it within a few days. When you

and I spoke about several weeks ago about his response, you said that we

had to give him sufficient time to do what he said he would do. That

was at least three weeks ago, and Bill has not contacted me in any way

to resolve this matter. Furthermore, the one part of the sign that he

said he "fixed" looks horrible already, the letters are peeling again,

and it's only been a little over a month since he "fixed" it.

Please do not close this complaint stating that it has been resolved.

It has in no way been resolved.

Since he hasn't resolved this matter with us by replacing our sign, as

he stated in the complaint that he would do, what happens now?

Thank you for your help in this,