Redz Signs, LLC

To Whom it May Concern,We are responding to the complaint filed by [redacted] of [redacted] **., our customer ("The Customer”) whose business is located at [redacted] ***The Customer is a longtime customer of ours, who has ordered multiple signs, including signage made in the same manner as the signage in question here, with no issues whatsoeverThe Customer has also received FREE help and assistance for technical issues from time to time in regards to other signage, operations and the cnc operations that are used to cut the designs onto the signs.In this particular case, the Customer purchased a cnc routed and painted sign from us on October 27th, 2016, and paid $3,The sign was for use by the Customer's customer - the Indiana PA Fire Association - the "Buyer" (we acted as a subcontractor, hired by Customer for the work).A critical detail of this job was that we were to utilize the sign material supplied by the Customer, which was 2" thick HDU sheetsTypically, for our direct customers we source the sign material ourselves for the manufacture of our signsHowever, when the customer supplies the sign material, we can only guarantee our work on it, but not the material itself or whether the material is adequate for the work we perform on itWe make this clear to the customers, including the Customer hereIn this case, the Customer is itself a sign company; so our legitimate assumption is that they provided material (i.e., the HDU boards) that would be adequate and proper for the job.The manufacturing process is to cut the sign content into the sign board by using a cnc routing processIt is next painted as per the Customer’s specification, and as previously agreed per a 3D rendered design.Here, upon receiving the artwork file, getting approval on the 3D rendering design, we started the cnc routing process on a total of HDU sheets, which created two 5'xfinal signsOnce the cnc routing was done we then started the prep and sanding process on the HDU boards to prepare the sign for paint.The painting process involved applying initial coats of primer and then sanding after primer dried to allow proper adhesion of the paint as per the customer’s specified colorsOnce the painted colors were completed with a few coats to allow for the finished color as requested, a clear coat finish was added to the sign for the final look and protection from the elementsThis is our standard process, of which the Customer is fully aware from multiple prior dealings with usQnce this project was completed on 12/2/2016, the Customer arranged for pick up of the signage on 12/6/The Signs left our shop in perfect condition as per images attached.The Customer stated to have the signs placed in storage, although under conditions unknown to us, until 2/25/when they reported an issue with bubbling in the paint to usAt this point we offered, at no additional charge to the Customer to return the signage and we would re-perform the process of sanding the paint job and repainting the signsAs we are not equipped to pick up or deliver these large products, the Customer re-delivered the signs to us on 3/14/At the time the signs were returned, we observed that they did have some other slight damage either from the Customer’s storage or its transport, and this was notated to the delivery driverIn any event, during the repair process, we allowed extra time for the paint to cure between coatsUpon the completion of the re-sanding and repainting, the customer then picked up the signs on 6/12/Again in perfect condition with no issues whatsoever to the paintNo bubbling was present whatsoever when this delivery took place.Again, as per the Customer this was put back into storage under conditions unknown to usThe Customer then contacted our owner, Curtis D [redacted] at Redz Signs, LLC, via text message on 7/10/stating there was again an issue with bubbling to the paintNotwithstanding this apparent defect, the Customer then proceeded to still install the signs the Buyer's location on 7/11/2017, and reported further bubbling on 7/12/2017.Multiple conversations where had between the Customer, Indiana Fire Association (the Buyer), and representatives at Redz Signs, LLC,We obtained pictures of the signage from the Buyer, and after conversations with both the Buyer and the Customer, a claim was opened with the manufacturer of the HDU boards, [redacted] [redacted] , and through [redacted] ***Since the material was supplied by the Customer, who purchased it directly from [redacted] , the Customer was the party responsible for initiating the claim process with [redacted] We supported the Customer's claim by providing detailed information to [redacted] about our process applied to the material to create the signsDuring this time the Customer interfered with the claim process by suppling images from the initial complaint which was resolved on 3/14/2017, when the signage was returned to us for repairsSamples of the HDU were cut out and sent to *** by the Customer.Emails were sent between Redz Signs, LLC, [redacted] and [redacted] *** in regards to the painting process and information requestedInformation was still being supplied in regards to this claim as requested on July 28th, 2017, when we received certified mail from the Customer demanding a refundAs this claim was still in process from our knowledge, and information was still being supplied to [redacted] and [redacted] on an open claim basis, we had no final decision as the reason for the failure of he sign process on the HDU boardThus, we were not yet in position to make any decision on a refund, much less as to the amount.On August 1, in an attached email from [redacted] ***, the samples were just being forwarded to [redacted] for inspectionOn August 2nd, an email was received stating failure in the paint process as per the pictures supplied, without any inspection of material of our knowledge.At this point we offered to both the Buyer and the Customer to completely redo the signs, under [redacted] painting recommendations and guidance to achieve the finished product that they desired, since we have never once had any issues such as thisThe Customer stated they wanted to go proceed in a different direction with signage and wanted a refundAt this point we did choose to refund the Customer the full amount thatthey paid to us for the work, per the invoice, which was $3,A check in that amount was sent to the Customer on August 18th, The Customer is claiming that we also owe them for the amount of the HDU board, which as stated repeatedly above, was material that they supplied, not usWe always made it clear that we were not responsible for the failure of the sign design on materials not supplied by usWe believe that we have made the Customer whole on this matter.Attached;Initial InvoiceProof of refund for payment made to Reds Signs, LLC for work completed Email interactjons in regards to the claim.Sincerely, Curtis D [redacted] , OwnerRedz Signs, LLC

To Whom it May Concern,We are responding to the complaint filed by [redacted] of [redacted]., our customer ("The Customer”) whose business is located at [redacted]. The Customer is a longtime customer of ours, who has ordered multiple signs, including signage...

made in the same manner as the signage in question here, with no issues whatsoever. The Customer has also received FREE help and assistance for technical issues from time to time in regards to other signage, operations and the cnc operations that are used to cut the designs onto the signs.In this particular case, the Customer purchased a cnc routed and painted sign from us on October 27th, 2016, and paid $3,200. The sign was for use by the Customer's customer - the Indiana PA Fire Association - the "Buyer" (we acted as a subcontractor, hired by Customer for the work).A critical detail of this job was that we were to utilize the sign material supplied by the Customer, which was 2" thick HDU sheets. Typically, for our direct customers we source the sign material ourselves for the manufacture of our signs. However, when the customer supplies the sign material, we can only guarantee our work on it, but not the material itself or whether the material is adequate for the work we perform on it. We make this clear to the customers, including the Customer here. In this case, the Customer is itself a sign company; so our legitimate assumption is that they provided material (i.e., the HDU boards) that would be adequate and proper for the job.The manufacturing process is to cut the sign content into the sign board by using a cnc routing process. It is next painted as per the Customer’s specification, and as previously agreed per a 3D rendered design.Here, upon receiving the artwork file, getting approval on the 3D rendering design, we started the cnc routing process on a total of 4 HDU sheets, which created two 5'x10 final signs. Once the cnc routing was done we then started the prep and sanding process on the HDU boards to prepare the sign for paint.The painting process involved applying initial coats of primer and then sanding after primer dried to allow proper adhesion of the paint as per the customer’s specified colors. Once the painted colors were completed with a few coats to allow for the finished color as requested, a clear coat finish was added to the sign for the final look and protection from the elements. This is our standard process, of which the Customer is fully aware from multiple prior dealings with us. Qnce this project was completed on 12/2/2016, the Customer arranged for pick up of the signage on 12/6/2016. The Signs left our shop in perfect condition as per images attached.The Customer stated to have the signs placed in storage, although under conditions unknown to us, until 2/25/2017 when they reported an issue with bubbling in the paint to us. At this point we offered, at no additional charge to the Customer to return the signage and we would re-perform the process of sanding the paint job and repainting the signs. As we are not equipped to pick up or deliver these large products, the Customer re-delivered the signs to us on 3/14/2017. At the time the signs were returned, we observed that they did have some other slight damage either from the Customer’s storage or its transport, and this was notated to the delivery driver. In any event, during the repair process, we allowed extra time for the paint to cure between coats. Upon the completion of the re-sanding and repainting, the customer then picked up the signs on 6/12/2017. Again in perfect condition with no issues whatsoever to the paint. No bubbling was present whatsoever when this delivery took place.Again, as per the Customer this was put back into storage under conditions unknown to us. The Customer then contacted our owner, Curtis D[redacted] at Redz Signs, LLC, via text message on 7/10/2017 stating there was again an issue with bubbling to the paint. Notwithstanding this apparent defect, the Customer then proceeded to still install the signs the Buyer's location on 7/11/2017, and reported further bubbling on 7/12/2017.Multiple conversations where had between the Customer, Indiana Fire Association (the Buyer), and representatives at Redz Signs, LLC,We obtained pictures of the signage from the Buyer, and after conversations with both the Buyer and the Customer, a claim was opened with the manufacturer of the HDU boards, [redacted], and through [redacted]. Since the material was supplied by the Customer, who purchased it directly from [redacted], the Customer was the party responsible for initiating the claim process with [redacted]. We supported the Customer's claim by providing detailed information to [redacted] about our process applied to the material to create the signs. During this time the Customer interfered with the claim process by suppling images from the initial complaint which was resolved on 3/14/2017, when the signage was returned to us for repairs. Samples of the HDU were cut out and sent to [redacted] by the Customer.Emails were sent between Redz Signs, LLC, [redacted] and [redacted] in regards to the painting process and information requested. Information was still being supplied in regards to this claim as requested on July 28th, 2017, when we received certified mail from the Customer demanding a refund. As this claim was still in process from our knowledge, and information was still being supplied to [redacted] and [redacted] on an open claim basis, we had no final decision as the reason for the failure of he sign process on the HDU board. Thus, we were not yet in position to make any decision on a refund, much less as to the amount.On August 1, 2017 in an attached email from [redacted], the samples were just being forwarded to [redacted] for inspection. On August 2nd, 2017 an email was received stating failure in the paint process as per the pictures supplied, without any inspection of material of our knowledge.At this point we offered to both the Buyer and the Customer to completely redo the signs, under [redacted] painting recommendations and guidance to achieve the finished product that they desired, since we have never once had any issues such as this. The Customer stated they wanted to go proceed in a different direction with signage and wanted a refund. At this point we did choose to refund the Customer the full amount thatthey paid to us for the work, per the invoice, which was $3,200. A check in that amount was sent to the Customer on August 18th, 2017. The Customer is claiming that we also owe them for the amount of the HDU board, which as stated repeatedly above, was material that they supplied, not us. We always made it clear that we were not responsible for the failure of the sign design on materials not supplied by us. We believe that we have made the Customer whole on this matter.Attached;Initial InvoiceProof of refund for payment made to Reds Signs, LLC for work completed Email interactjons in regards to the claim.Sincerely, Curtis D[redacted], OwnerRedz Signs, LLC