Sign-Express Reviews (%countItem)
Sign-Express Rating
Address: 1924 Rankin Rd Ste 300, Houston, Texas, United States, 77073-5117
Monday:
08:00 AM - 05:00 PM
Tuesday:
08:00 AM - 05:00 PM
Wednesday:
08:00 AM - 05:00 PM
Thursday:
08:00 AM - 05:00 PM
Friday:
08:00 AM - 05:00 PM
Saturday:
Sunday:
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+1 (281) 990-6750 |
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I really don't like leaving negative feedback and have wanted to since May of 2018. Today was the last straw and I'm hoping to warn people about things that could potentially happen. I have read all of sign expresses feedback and they do share some positive experiences, like most companies would. I will just say that we ordered our sign and paid half of front in October of 2017, which the understanding that the sign would be installed in May of 2018. That's was plenty of time of according to their salesman and other director. To make a long story short, the sign was installed in October of 2018, which is more than 5 months after we agreed. The sign was up for around a month and it started glitching, so I emailed the support email and within 2 days it was fixed. Fast forward 3 months and now the sign is messed up again. 3 whole panels don't work. I emailed support again with no response. Finally I emailed once again and received a response stating that they have 2 calls out trying to someone locally to come fix it. When I purchased the sign it supposedly came with a 3 years parts and labor warranty, which I have a copy of, the support guy notifies me that I'm going to have to pay over $375 for a sign that I've only had 4 and half months. I'm just giving a warning to people that live outside of the Houston area, be very careful when going with this company. I have learned the following:
1. They are hard to get ahold of
2. When you get ahold of them, they never get back with you
3. They very seldom do what they say they are
4. They are good with excuses
5. But they are nice people
Once again I'm not typically the type of person that goes around leaving negative feedback, but I felt people needed to be warned about dealing with them. If anyone has any questions about them, feel free to contact me. I'm in the process today of contacting the Revdex.com. I'm also going to be notifying the General Council of the Assemblies of *** as well. That's where I met this company at, it was our Bi-Annual General council in Phoenix AZ a few years. I don't believe they need vendors like this company represented at our council. I have signed documentation that we are covered by 3 years parts and labor
Pastor Jason ***,
We are very disappointed in your attempts to slander and smear our company and the people who work here through social media, Revdex.com and the AG Offices. Your goal is clearly to bully us into providing you products and services that your church did not pay for with your false and libel statements. Attached is the signed purchase agreement you reference in your complaint that clearly states in the *** item description on the *** page that your sign has a “3 Year Parts / Factory Labor Warranty”. Jason you have also been clearly informed of the fact that your warranty does not include On-Site Labor and only Factory Labor on the phone by our technicians and in writing on the RMA form that was sent to you after you notified us of this malfunction and in the written warranty that was provided with your sign. Also attached are copies of your warranty and RMA form that were sent you. Sign-Express did and still does offer longer extended 5 year warranties and extended On-Site Labor warranties at a higher cost but your church decided not to pay for those options.
Jason you allege that, “(Sign-Express is) hard to get ahold of.” When someone calls our offices, our phones blast ring out to 4 desks to make sure someone answers the phone. If all 4 of those people fail to answer, (i.e. due to being on the phone with another client or vendor) then we have an outside answering service that answers the phone with a live person to forward your message to the correct department. Our answering service also is on duty 24/7. We also have blast email addresses for Support, Artwork, Project Management and Accounting which blast email everyone in those respective department when emailed. May of our employees hand out their personal cell phone numbers to clients to make themselves more accessible to clients. I for one, include my cell phone number in my email signature. I’m not sure there is much more we can do to make ourselves easier to reach.
Jason you allege that, “When you get a hold of them, they never get back with you.” Attached are copies of several emails between you and our technician that were sent in addition to phone calls dating as early as 22 hours after your email notifying us of your sign malfunction. All of these clearly illustrate the falsehoods of the statements you are making in your complaint. At Sign-Express we have 3 core values of which Integrity and Commitment are two of them. Our staff takes great offense at your blatant and transparent attempt at slandering our reputation to bully us into providing you free services that you did not pay for through an extended On-Site warranty option.
Jason you allege that, “They very seldom do what they say they are…” Your sign was manufactured and installed by Sign-Express, Promise Kept. You even admit in your complaint that when your sign had an initial issue, Sign-Express went above and beyond your Factory Labor warranty to provide On-Site Labor service at no cost to *** of *** to resolve the malfunction even though your sign is installed only 2‘ off the ground and you could have easily performed the repair yourself. Promise Kept. Even now we stand ready to provide parts under your warranty but we have yet to receive back from you the signed RMA form that was sent to you less than 24 hours after your email stating your sign had and issue. My technician informs me you are refusing to sign the RMA form because you wish to extort free On-Site labor from us and in signing that form you would be agreeing to pay the $332.50 for On-Site Labor Services which are not included in your lower cost warranty which you purchased.
All repairs on your sign can be completed safely with a simple Allen wrench and a #2 Phillips screw driver by an average skilled worker. Your sign repairs are even easier for you to do them without a ladder because the top of your LED display is only 5’-6” off the ground. You can avoid On-Site Labor charges by removing the On-Site Labor request from the RMA form. Then Sign the form, send it back to us and we will send out parts immediately. Please stop all attempts to slander and libel our company by resoling your complaint with the Revdex.com and removing your false statements from online social blogs/forums and facebook.
Dear Jason,
Thank you for taking my call today. I want to personally apologize for the lack of response from our tech support department concerning your signs issue. There was a breakdown in the process where a ticket was not created, therefor my tech did not follow up as he should. As we talked about on the phone, the fix for your signs issue looks to be a ribbon or possibly as a bad module in the *** position that is causing the picture disruption moving left. Please respond to my email with the results of the moving the ribbon and module we discussed. I'm sure we can get the sign operating 100% very quickly. If there are parts that are needed, we can arrange for those to ship out to you.
Sincerely,
Richard ***, Owner
In addition to delivery issues, business has unacceptable customer service. They will not return phone calls promptly. Emails are difficult to get a response. Business was paid a deposit in accordance with their terms and cannot establish a delivery date. Have frequently been untruthful about the current of purchased items. Request made to speak with Ownership/Senior Leadership and request not honored.
Sent: Friday, August 24, 2018 12:07 PMSubject: Complaint ID:*** Date Filed: 8/6/2018
This multiple sign order was delivered and installation completed yesterday. We were staying in contact with the customer multiple time after this complaint was filed. We also passed inspection by his employee when he came to inspect our progress after the complaint was filed. I just spoke with the customer (*** who filed the complaint *** on 8/6/2018) over the phone and verified he was happy with the installation of the signs and the crew I sent out to his location to install the signs. He is still angry with the time delays but no longer want a refund of his ***
[...]
Regards,
D*** En***
General Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint *** and have determined that this proposed action would not resolve my complaint.
They have delivered their product and we will not require a refund due to delivery. I do want to leave my complaint about bad customer service based on the following statement from the Owner. The owner, Derek Endecott would not get on a phone call or return an email during our past 2 months of issues and when I ask about that he stated “ we are not a small and I do not have time to talk to every customer and if I did I would never get anything done” He needs to go to Customer Service class 101 and learn “the customer is always right” C C Sr. Claims Consultant, Contract Bond Claims Support Markel Surety SureTec Insurance Company *** www.markelcorp.com
Regards
This company is by far the worst company I have ever worked with in 25 years! I ordered a sign from them on 10/30/2017 was promised that it would be installed before Christmas not only did I not receive my sign they never even put together the permit paperwork! They lied to me continually on how they were “working on it” finally I called the city to find out they hadn’t done anything at all including finding a contractor to prepare the survey and sign. December 19th is when they finally sent out a contractor 3Rd party who explained to us that they had no information to him at all just a rendering and absolutely nothing that was needed for the permit to be submitted! Mind you they lie to you on emails and never answer the phone finally... we asked for the owners number “***” we called him every day and no reply just more “***” telling us he got the message personally. We have been open now since 11/112017 basically we can’t have a grand opening or even be found because we don’t have a sign to show where we are.. Last but not least they agreed to refund our money 1/3/2017 and we asked them to send us a copy of the refund submition and we we would receive our refund! No response to all emails I was told it was submitted that day! Come to find out 1/7/2017 that they have not submitted the request because the “Owner” supposedly was changing the project manager to another person! So basically they lied to us again!!! I’m am not a angry mean person I own a beautiful shop that is meant to help others and the way I have been treated by this company is unprecedented! I hope this helps someone not go through what we did with them! I hope I save you a huge headache this company has no right being in business making signs! Something so important to a new business owner like myself! I truly hope that what I saw matters and maybe from this post something will change! if I don’t receive me money I’m going to take legal action! I have the refund approval so eventually this all will b a dream
Florida is recovering from a hurricane and this has caused delays in hiring a local contractor to pull the sign permit needed for the installation. These delays were compounded by the inexperience of a new project manager which left our company's employment last week. In his leaving our company your refund was not properly processed. We are sorry for the delays in acquiring a sign permit and then delays in processing your refund. I was able to correct that today and have a full refund processed back to your credit card. It should show back up on your card within a few days. We would have been able to complete your project but respect your request for a full refund and were able to complete that today. We wish you and your business well and hope all goes well with whomever you choose to complete your new sign project.