Keller Williams Partners Realty - Briargate Homes Real Estate Connection

I want to first apologize for the delay in response to your previous letterI was out of the country for Christmas, spoke to the Revdex.com, and they said it was perfectly fine to wait until today to respondI just received your follow up letterI would first like to state, that this was and still is a family owned and operated businessThe middle aged couple you are referring to are my parents, I've worked here full time since the day I graduated high school, in the year I have personally installed graphics on your trailers in the past Secondly, In response to your previous letterI've been thinking about this my whole vacation To have you feel so wronged by my company is a major concern to meMy email to you in the very beginning addressing your concerns ended with "please call to discuss." I've found talking to someone face to face or at least over the phone when anticipating a disagreement usually helps to smooth out the issueIt is more personal than an email and is less likely to be misinterpreted, unfortunately that did not work as planned this time I was going to offer to simply replace the red graphics you are so unhappy with at no chargeFinally, to your last letter I originally offered to replace "your" artwork labor free and at vinyl cost only, not retail but costIn my opinion this was a more than fair solutionI feel at this time you are so angry and upset that nothing I do will make you happy with my work In all three letters you have threatened me with bad reviews, negative comments, or alternate courses of action to tarnish my reputationIt is my understanding that one comes to seek help from the Revdex.com to serve as mediator between business and consumer, in an attempt to find a solutionI wish there was some kind of an agreement we could come to because you are right, I do not want bad reviewsYou know yourself, one bad review can have major impacts on a business It seems like you have already made up your mind on how you will reflect on my company In any case, I do wish you well in your future endeavors and hope you are able to find someone who can better satisfy your signage needs in the future %

To whom it may concern,This has been a family-owned and operated business for years and we have never had a complaintWe pride ourselves in customer service and tried to handle this matter both professionally and courteously.We would like to clarify some of the details provided by the consumer in the complaintWe were not told that the file he provided was just for guidanceWe received his file and were told to enlarge it to the same size as a previous graphic we had done for himWe imported the file into our design system and then provided him with proofs to review to ensure it was what he wantedAttached is a copy of the final proof and the email we received from him approving both design and price of this projectUpon his approval of the proofs, we printed the graphics and installed them on his trailerAfter installation he stated the color "red" was incorrect but said he would make due with itThe next day upon arriving at work we had received an email from him with more concernsI am attaching this email which also contains my responseHe then followed with another email, which I will attachI never responded to this email because I was unsure how to, I figured I would talk to him when he got hereWe do proofs to ensure our customers get exactly what they are looking for and we were not instructed to change anything even after the consumer reviewed themThe proof clearly depicted how the graphic would appear upon completion, I am not sure what else I can do than provide proofs to scale to ensure this Upon receiving proof approval we enter into a good faith agreement with our customers that the design is how they want itIn his complaint he also said we would charge him for both materials and labor which is not true I offered to remove the existing graphics and reapply the new at material cost only, that I would do the labor at no chargeHe became disgruntled when we told him this and responded "I will not pay a penny" As a small business we can not afford to waste material so I thought this was a more than fair solution to a problem that was not solely my fault Lastly in regards to this consumers comment that I walked away and refused to talk to him anymore was only after the consumer said "You applied crap to my trailer" which I responded to by then saying "Well then I can not help you." The consumer then said he was going to file a complaint to the Revdex.com at which time I simply responded, "enjoy your day."We are very disappointed that our business now has a complaint against us but we feel this was a misunderstandingWe were more than willing to assist the consumer in fixing the problem but unfortunately the situation deteriorated before we were able to.Thank you, [redacted]

There was no reply space to answer your last communication regarding Sign A RamaI would just say that this guy has not been with Sign A Rama for (18) years because I dealt with a couple middle-age adults (3) years ago when they marked my last trailers (did a good job, and the reason I returned) but I have never seen this guy (***) before nor the two kids working in the officeAnd, I did not see much pride, courtesy or professionalism in the way he handled my situationAlso, as I said before, I wanted to bring my trailer to their office prior to confirmation of the order but, was told there was no need.
All I can do is refer to their email of correcting the problem if I was not happy and, no mention of paying for anything to do so until I arrived to discuss the matterOne other thing, when I came into the office prior to their printing the sign, we discussed the red color and they showed me a sample hanging in the office which was a completely different color red (matched the red already on my trailer) than they printed on the signAll I want is the quality work I thought I was paying for when this started.
Yes, he did installed the signs and I did point out the color (red) was incorrect and I and said I guess I could make due with it but, the more I looked at it, the worse it lookedThat is why I sent the email regarding my concerns that nightI voiced my opinion regarding the proof when I got it but, I figured the colors would match my trailer (same red I looked at in the office.) But the red in the office did not match the red they installedAs far as what else he could do, anyone in business knows what customer satisfaction and repeat business meansI could have had them remove the signs prior to paying for them but, in good faith, I paid them because I felt he would do the right thing if I was not happy, my mistake I guess.
Again, he never mention repaying for anything in his email regarding my dissatisfactionThe kids in the office, if they were not afraid to tell the truth, would tell you I was disgruntled when I arrived but not disrespectful. And, I did not say "I will not pay a penny," I said I did not think I should pay twice for a graphic job that should have been done right the first time And believe me, I know how to deal respectively with the public, I do it every day because my business depends on itI too am a small business and can not afford to waste my money on work I can not use to make my business look professionalI do believe it is a " pride thing" with this installerHis had a negative, defensive and bad attitude when he came to the front counterHe offered no fair solution other than to pay twice for the same jobAt that time, I told him I would refer this to Revdex.com and he walked off mumbling "I could care less, enjoy your day." Honestly, I never mentioned the word "crap" just said I was not happy with the jobI know I probably will not get any satisfaction from this company however, I would like it to remain public record.
I do a lot of entertainment events for a number of small business all around the upstate and in *** ***And I know that the negative advertisement I provide to those clients will sooner or later, cost this sign company a lot more money than the small amount they cost my companyThank you ** *** for your help in this matterRespectfully,
*** ***
Chiefs Entertainment

I want to first apologize for the delay in response to your previous letter. I was out of the country for Christmas, spoke to the Revdex.com, and they said it was perfectly fine to wait until today to respond. I just received your follow up letter.
I would first like to state, that this was and still is a family owned and operated business. The middle aged couple you are referring to are my parents, I've worked here full time since the day I graduated high school, in the year 2000. I have personally installed graphics on your trailers in the past. 
Secondly, In response to your previous letter. I've been thinking about this my whole vacation.  To have you feel so wronged by my company is a major concern to me. My email to you in the very beginning addressing your concerns ended with "please call to discuss." I've found talking to someone face to face or at least over the phone when anticipating a disagreement usually helps to smooth out the issue. It is more personal than an email and is less likely to be misinterpreted, unfortunately that did not work as planned this time.  I was going to offer to simply replace the red graphics you are so unhappy with at no charge.
Finally, to your last letter.  I originally offered to replace "your" artwork labor free and at vinyl cost only, not retail but cost. In my opinion this was a more than fair solution. I feel at this time you are so angry and upset that nothing I do will make you happy with my work.  In all three letters you have threatened me with bad reviews, negative comments, or alternate courses of action to tarnish my reputation. It is my understanding that one comes to seek help from the Revdex.com to serve as mediator between business and consumer, in an attempt to find a solution. I wish there was some kind of an agreement we could come to because you are right, I do not want bad reviews. You know yourself, one bad review can have major impacts on a business.  It seems like you have already made up your mind on how you will reflect on my company. 
In any case, I do wish you well in your future endeavors and hope you are able to find someone who can better satisfy your signage needs in the future.
 %3

To whom it may concern,This has been a family-owned and operated business for 18 years and we have never had a complaint. We pride ourselves in customer service and tried to handle this matter both professionally and courteously.We would...

like to clarify some of the details provided by the consumer in the complaint. We were not told that the file he provided was just for guidance. We received his file and were told to enlarge it to the same size as a previous graphic we had done for him. We imported the file into our design system and then provided him with proofs to review to ensure it was what he wanted. Attached is a copy of the final proof and the email we received from him approving both design and price of this project. Upon his approval of the proofs, we printed the graphics and installed them on his trailer. After installation he stated the color "red" was incorrect but said he would make due with it. The next day upon arriving at work we had received an email from him with more concerns. I am attaching this email which also contains my response. He then followed with another email, which I will attach. I never responded to this email because I was unsure how to, I figured I would talk to him when he got here. We do proofs to ensure our customers get exactly what they are looking for and we were not instructed to change anything even after the consumer reviewed them. The proof clearly depicted how the graphic would appear upon completion, I am not sure what else I can do than provide proofs to scale to ensure this.  Upon receiving proof approval we enter into a good faith agreement with our customers that the design is how they want it. In his complaint he also said we would charge him for both materials and labor which is not true.  I offered to remove the existing graphics and reapply the new at material cost only, that I would do the labor at no charge. He became disgruntled when we told him this and responded "I will not pay a penny".  As a small business we can not afford to waste material so I thought this was a more than fair solution to a problem that was not solely my fault.  Lastly in regards to this consumers comment that I walked away and refused to talk to him anymore was only after the consumer said "You applied crap to my trailer" which I responded to by then saying "Well then I can not help you." The consumer then said he was going to file a complaint to the Revdex.com at which time I simply responded, "enjoy your day."We are very disappointed that our business now has a complaint against us but we feel this was a misunderstanding. We were more than willing to assist the consumer in fixing the problem but unfortunately the situation deteriorated before we were able to.Thank you,[redacted]