Signarama Worthington

Attn: [redacted] Signarama Worthington respectfully submits the attached response to complaint ID [redacted] Please let us know if you have questions, which can be directed to Rebecca M [redacted] at ###-###-####, or [redacted] .Sincerely,Dave M***OwnerSignarama Worthington SIGNARAMA WORTHINGTON RESPONSE TO Revdex.com COMPLAINT [redacted] HISTORY:On 8-14-14, we (Signarama Worthington) finalized an order for building letters with the customer and received their deposit (check 10794, 8-11-14, $1,142.00) The municipal permit for their sign was applied for and received, and their sign letters were fabricated and installed on 10-28- The payment of the balance of their invoice was received on 11-24-(check 11341, 11-17-14, $980.52).Approximately one week after the sign letters were installed, we were contacted by the customer who said the color/look of the letters wasn't as expected The customer expected the letters to have a solid color "face"; the letters we installed had a pattern in the vinyl that covered the face We discussed this with the customer and pointed out to them that they had approved and signed the proof that showed them how the letters would look The customer acknowledged that they approved the proof We then quoted the customer a price for altering the letters to the customer's satisfaction The alteration involved covering the patterned vinyl with solid color vinyl The customer balked at the price, and in a good faith effort to satisfy the customer, we re-quoted them a reduced price, and sent the quote in an email along with the caveat "We'll do it as we can fit it in" The customer agreed to this and a deposit was placed on this second order (check 11541, 12-22-14, $153.19) That was the last we heard from the customer until 6-8-15.On 6-8-15, one of our employees took a phone message from the customer's office manager (who we had not previously worked with), asking for a return call regarding an issue with the building letters On 6-9-15, we received a second message via voice mail from the same customer representative asking for a call back Unfortunately our Owner was backlogged due to being out of the office the previous week, and neither of these phone messages were returned in a timely manner On 6-10-15, we received another phone call from the customer's representative, who had a conversation with our Owner and informed him that we were to take no further action on their building letters since a Revdex.com complaint had been filed Later in the day on 6-10-15, our Owner drove by the customer's building to see what was wrong, and could see that two pieces of the building letters were starting to pull away from the building and needed to be re-secured.On 6-11-15, I contacted the customer's representative to see if we could resolve their issue The customer said no, they preferred to have another company take care of the issue The customer representative made some other verbal statements that will be addressed below.ADDITIONAL INFORMATION:• In the complaint, the customer's Statement of the Problem has some inaccurate statements: o "When the sign was installed, the quality was very poor" - this is not an accurate statement It would be accurate to say that the color/style of the "faces" of the sign were not as the customer expected (even though they had signed the proof that showed what the letters would look like) That is a very different statement than "the quality was poor", and if the quality was poor, why did the customer pay the balance of the invoice on check 11341?o "The sign is now falling out of the building" - this overdramatizes the situation There are two (out of 10) pieces of the sign that are starting to come loose.o Purchase Price - customer states $3,which is not accurate The purchase price of the initial sign letters including tax was $2,122.52, the purchase price of the second order was $306.38.• During our phone conversation of 6-11-15, the customer made the statement that she has "been there" only for a month, but the customer's Operations Manager told her he's contacted our company about the sign letters We have had no record or recollection of any contact from anyone at the customer's company, either in writing or verbally, since November/December 2014.• The sign letters that the customer purchased had no warranty • Occasionally installed sign letters will start to pull out and, given the opportunity, we would have re-secured them at no chargeDESIRED SETTLEMENT:We will be happy to give the customer a full refund of the $deposit on the second order since no work has been performed

I am rejecting this response because: It appears that the initial confusion is a result of Signarama changing the price quote AFTER the initial down payment was received.The signed quote was for $1971.55, which included sales tax and the processing and application for the sign A deposit was issued in the amount of $1142.00, which would leave a remaining balance of $ After the sign was installed, an invoice for $was issued from Signarama This would change the original quote cost by $150.97.It states on their quote: "Orders will be considered delinquent after days from the date that the order is completed After the thirtieth day, a late charge of $25.00, together with interest accruing at a rate of 1.5% per annum or the maximum rate allowed by law will be assessed." We believe that the company (Signarama) should be held to those same standards We paid them for a product and service in December 2014, and they did not perform, nor did they offer to perform until we contacted the Revdex.com.I did forward pictures of the sign to the Revdex.com to show where the sign is PULLED away from the building In speaking with other sign companies, the sign should never pull away from the building within year of proper installation.We can't help that Signarama "does not recall" the multiple phone calls made by [redacted] ***, to find out where the updated sign was or when it would be installed Our staff distinctly recalls making those phone calls.As a customer service based company, it is not acceptable to tell a customer "we will do it as we can fit it in" If they couldn't "fit it in" for six months, then they should have never committed to do the job in the first place.We have contacted another sign company and received a quote for $1043.00, which is the cost to remove the existing sign, correct the sign and PROFESSIONALLY reinstall the sign Regards, [redacted]

SIGNARAMA
WORTHINGTON RESPONSE TO Revdex.com COMPLAINT ***
The customer's complaint discusses two separate orders and
issues. There was the original order,
and the second order. It's difficult
when reading the customer's response to determine which order is being referred
to. We understand that the customer
doesn't care which order they're talking about, since they're just totally
unhappy with us, but for purposes of responding to a Revdex.com
complaint, the distinction is important
Regarding the original order, the customer's response refers
to "initial confusion", and it's not clear to whom the confusion is
attributed. We are not confused. On 7-29-14, we advised the customer via email
that two sign permits would be needed (rather than one in the original quote),
and the new deposit amount required was $1,142.00. The customer replied via email on 7-29-
(less than an hour later) stating "I can submit this for payment as soon
as we have a proof to sign off on."
This does not sound like a confused customer. The customer then followed through by issuing
deposit check dated 8-11-in the amount of $1,142.00. Copies of the 7-29-emails and deposit
check are attached
The customer's statement regarding the non-payment verbiage
in our quote is not relevant. That
statement seems to refer to the second order.
In this same paragraph, the customer refers to both the original and
second order. It is accurate to say that
we did not perform on the second order, more on that topic below.
The reference to the sign pulling away from the building
refers to the original order. We
received our first notification of that issue via a phone call on Monday, June 8th, our second
call from the customer was a voicemail message on Tuesday, June 9th. It is inexcusable that those phone calls
weren't returned in a timely manner. But
we question whether a Revdex.com complaint is the appropriate action to take after
hours. Regardless, the verbiage in our
quote also states that "Sign-A-Rama's total liability is hereby expressly
limited to the services indicated on the invoice and Sign-A-Rama will not be
liable for any subsequent damages, consequential damages or
otherwise." As stated in our
original response, had the customer given us the chance to contact them, we
could have easily done a service call to re-secure the loose items
Regarding the customer's statement that multiple phone calls
were made to our company, we don't know how to respond to that. We are a small business with just a few
employees, we have no record or recollection of those calls, and we don't think
the calls were made. Maybe some
documented form of communication from the customer would have been appropriate
if, as they state, calls were made and not answered. The information in this response is based on
documented communications
Regarding the second order, the customer's response states
that it's not acceptable to tell a customer "when we can fit it
in". That may be, but the customer
accepted that stipulation by placing a deposit on the second order. The customer also states "they should have never committed to do
the job in the first place". We
agree. The original order was installed
per the specifications in the proof signed by the customer. The installed sign didn't look like the
customer expected it to look, so at that point we started discussions with the
customer to make changes that would satisfy them. As stated in our original response, the
customer didn't accept the price that we initially quoted them for the second
order. So in good faith, we offered the customer a reduced
price, with the "fit it in" caveat, which was to perform the work
below our cost. We never heard further
from the customer, and applying the "squeaky wheel" approach, we
didn't "fit it in". We
acknowledge that for the second order, this is a failure to perform on our part
and we will refund the customer's $deposit on the order
This information is respectfully submitted in an effort to
resolve these issues

I reviewed the response made by the business in reference to complaint ID ***. The ONLY reason we are accepting the offer is to relieve our company and staff of any further dealings with Signarama.The bottom line is that Signarama, sorely failed to perform when they were paid for a product and service, months ago. We feel that a Revdex.com complaint is warranted to inform the general public of the risk of doing business with Signarama. They have clearly failed in integrity and performance areas.We gladly found a reputable sign company that strives for excellence, integrity, and performance and will gladly return phone calls!We expect prompt return of the $deposit
Regards,
*** ***

Attn:  [redacted]Signarama Worthington respectfully submits the attached response to complaint ID [redacted].  Please let us know if you have questions, which can be directed to Rebecca M[redacted] at ###-###-####, or [redacted].Sincerely,Dave M[redacted]OwnerSignarama...

Worthington SIGNARAMA WORTHINGTON RESPONSE TO Revdex.com COMPLAINT [redacted]HISTORY:On 8-14-14, we (Signarama Worthington) finalized an order for building letters with the customer and received their deposit (check 10794, 8-11-14, $1,142.00).  The municipal permit for their sign was applied for and received, and their sign letters were fabricated and installed on 10-28-15.  The payment of the balance of their invoice was received on 11-24-14 (check 11341, 11-17-14, $980.52).Approximately one week after the sign letters were installed, we were contacted by the customer who said the color/look of the letters wasn't as expected.  The customer expected the letters to have a solid color "face"; the letters we installed had a pattern in the vinyl that covered the face.  We discussed this with the customer and pointed out to them that they had approved and signed the proof that showed them how the letters would look.  The customer acknowledged that they approved the proof.  We then quoted the customer a price for altering the letters to the customer's satisfaction.  The alteration involved covering the patterned vinyl with solid color vinyl.  The customer balked at the price, and in a good faith effort to satisfy the customer,  we re-quoted them a reduced price, and sent the quote in an email along with the caveat "We'll do it as we can fit it in".  The customer agreed to this and a deposit was placed on this second order (check 11541, 12-22-14, $153.19).  That was the last we heard from the customer until 6-8-15.On 6-8-15, one of our employees took a phone message from the customer's office manager (who we had not previously worked with), asking for a return call regarding an issue with the building letters.  On 6-9-15, we received a second message via voice mail from the same customer representative asking for a call back.  Unfortunately our Owner was backlogged due to being out of the office the previous week, and neither of these phone messages were returned in a timely manner.  On 6-10-15, we received another phone call from the customer's representative, who had a conversation with our Owner and informed him that we were to take no further action on their building letters since a Revdex.com complaint had been filed.  Later in the day on 6-10-15, our Owner drove by the customer's building to see what was wrong, and could see that two pieces of the building letters were starting to pull away from the building and needed to be re-secured.On 6-11-15, I contacted the customer's representative to see if we could resolve their issue.  The customer said no, they preferred to have another company take care of the issue.  The customer representative made some other verbal statements that will be addressed below.ADDITIONAL INFORMATION:• In the complaint, the customer's Statement of the Problem has some inaccurate statements: o "When the sign was installed, the quality was very poor" - this is not an accurate statement.  It would be accurate to say that the color/style of the "faces" of the sign were not as the customer expected (even though they had signed the proof that showed what the letters would look like).  That is a very different statement than "the quality was poor", and if the quality was poor, why did the customer pay the balance of the invoice on check 11341?o "The sign is now falling out of the building" - this overdramatizes the situation.  There are two (out of 10) pieces of the sign that are starting to come loose.o Purchase Price - customer states $3,105.26 which is not accurate.  The purchase price of the initial sign letters including tax was $2,122.52, the purchase price of the second order was $306.38.• During our phone conversation of 6-11-15, the customer made the statement that she has "been there" only for  a month, but the customer's Operations Manager told her he's contacted our company about the sign letters.  We have had no record or recollection of any contact from anyone at the customer's company, either in writing or verbally, since November/December 2014.• The sign letters that the customer purchased had no warranty.  • Occasionally installed sign letters will start to pull out and, given the opportunity, we would have re-secured them at no charge. DESIRED SETTLEMENT:We will be happy to give the customer a full refund of the $153.19 deposit on the second order  since no work has been performed.

I am rejecting this response because:  It appears that the initial confusion is a result of Signarama changing the price quote AFTER the initial down payment was received.The signed quote was for $1971.55, which included sales tax and the processing and application for the sign.  A deposit was issued in the amount of $1142.00, which would leave a remaining balance of $829.55.  After the sign was installed, an invoice for $980.52 was issued from Signarama.  This would change the original quote cost by $150.97.It states on their quote:  "Orders will be considered delinquent after 30 days from the date that the order is completed.  After the thirtieth day, a late charge of $25.00, together with interest accruing at a rate of 1.5% per annum or the maximum rate allowed by law will be assessed."  We believe that the company (Signarama) should be held to those same standards.  We paid them for a product and service in December 2014, and they did not perform, nor did they offer to perform until we contacted the Revdex.com.I did forward pictures of the sign to the Revdex.com to show where the sign is PULLED away from the building.  In speaking with other sign companies, the sign should never pull away from the building within 1 year of proper installation.We can't help that Signarama "does not recall" the multiple phone calls made by [redacted], to find out where the updated sign was or when it would be installed.  Our staff distinctly recalls making those phone calls.As a customer service based company, it is not acceptable to tell a customer "we will do it as we can fit it in".  If they couldn't "fit it in" for six months, then they should have never committed to do the job in the first place.We have contacted another sign company and received a quote for $1043.00, which is the cost to remove the existing sign, correct the sign and PROFESSIONALLY reinstall the sign.
Regards,
[redacted]