Dispute Response Complaint [redacted] On July 16 [redacted] came into our business looking for a vehicle wrap from the ground up. This includes design and layout. Throughout the next 2 weeks our graphic artist worked with [redacted] on the layout and design. During this time...
[redacted] was asked to come in to choose which pantone color he was most comfortable with to match his truck. We have always made known to all of our customers that it is impossible to completely match a vehicle paint color exactly. That is the reason we have the customer look at the options and make the final decision on the color that is printed. After [redacted] was satisfied and had made his choices for his vehicle wrap we printed and installed the wrap on his vehicle at the end of July. When [redacted] first expressed his dissatisfaction the designer who worked on his vehicle communicated to [redacted] that we would more than happy to look at the vehicle to see what we could do. [redacted] also explained that if he was unsatisfied with the color match that one of the options would be to trim around the edges that [redacted] felt did not match. He also explained that it would not compromise the integrity of the wrap especially considering the fact that he had a partial wrap to begin with. On October 13th via email. Once again we received another email where [redacted] again stated the same concerns. [redacted] responded back again and reiterated that there would be no compromise to the wrap integrity and to please bring the vehicle in so we could fix the situation. [redacted] also stated that if [redacted] was dissatisfied with the results of trimming the wrap that he would be willing to discuss further options. We did not receive a response from [redacted] until November 11 informing us that he had moved to Dallas and that the only day he could bring the truck by our shop was on a Saturday and that he ‘may just have to live with it’. At that time he also requested we release his artwork so he could have another truck wrapped in Dallas. Normally there is a charge for a full release of artwork but do to the situation we went ahead and gave [redacted] the artwork at no charge. Other than the very first conversation we do have documentation via email showing where we have attempted to rectify the situation. [redacted] appeared to be unwilling to bring the vehicle back to our shop for assessment or repair. We stand behind our work here and believe in customer satisfaction. As stated to [redacted] it still stands that we would be happy to make corrections to our product. [redacted] Office Administrator/General Manager [redacted] [redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I chose this company because I thought I would get a high level of quality. Instead, I got a terrible looking wrap at a premium cost. I also paid a separate design fee and now I am being blamed for the color of the wrap? I would not allow this company to touch any of our vehicles going forward. I met with several companies and all of them strongly recommended not to try to cut the wrap after it had been installed. The company that removed all of the wrap and reapplied a proper die cut wrap also said that adhesive had been overused on the wrap and would have made cutting around the wrap even more futile. I am not asking for a refund of the design fee but I am asking for a refund of the wrap installation(1944.69).
Regards,
[redacted]
Dispute Response Complaint [redacted] On July 16 [redacted] came into our business looking for a vehicle wrap from the ground up. This includes design and layout. Throughout the next 2 weeks our graphic artist worked with [redacted] on the layout and design. During this time...
[redacted] was asked to come in to choose which pantone color he was most comfortable with to match his truck. We have always made known to all of our customers that it is impossible to completely match a vehicle paint color exactly. That is the reason we have the customer look at the options and make the final decision on the color that is printed. After [redacted] was satisfied and had made his choices for his vehicle wrap we printed and installed the wrap on his vehicle at the end of July. When [redacted] first expressed his dissatisfaction the designer who worked on his vehicle communicated to [redacted] that we would more than happy to look at the vehicle to see what we could do. [redacted] also explained that if he was unsatisfied with the color match that one of the options would be to trim around the edges that [redacted] felt did not match. He also explained that it would not compromise the integrity of the wrap especially considering the fact that he had a partial wrap to begin with. On October 13th via email. Once again we received another email where [redacted] again stated the same concerns. [redacted] responded back again and reiterated that there would be no compromise to the wrap integrity and to please bring the vehicle in so we could fix the situation. [redacted] also stated that if [redacted] was dissatisfied with the results of trimming the wrap that he would be willing to discuss further options. We did not receive a response from [redacted] until November 11 informing us that he had moved to Dallas and that the only day he could bring the truck by our shop was on a Saturday and that he ‘may just have to live with it’. At that time he also requested we release his artwork so he could have another truck wrapped in Dallas. Normally there is a charge for a full release of artwork but do to the situation we went ahead and gave [redacted] the artwork at no charge. Other than the very first conversation we do have documentation via email showing where we have attempted to rectify the situation. [redacted] appeared to be unwilling to bring the vehicle back to our shop for assessment or repair. We stand behind our work here and believe in customer satisfaction. As stated to [redacted] it still stands that we would be happy to make corrections to our product. [redacted] Office Administrator/General Manager [redacted] [redacted]
[redacted]
[redacted]
Complaint: [redacted]
I am rejecting this response because: I chose this company because I thought I would get a high level of quality. Instead, I got a terrible looking wrap at a premium cost. I also paid a separate design fee and now I am being blamed for the color of the wrap? I would not allow this company to touch any of our vehicles going forward. I met with several companies and all of them strongly recommended not to try to cut the wrap after it had been installed. The company that removed all of the wrap and reapplied a proper die cut wrap also said that adhesive had been overused on the wrap and would have made cutting around the wrap even more futile. I am not asking for a refund of the design fee but I am asking for a refund of the wrap installation(1944.69).
Regards,
[redacted]