Soto Painting

July 23, Ms [redacted] Trade Practice Consultant Revdex.com WGreenfield Ave Milwaukee, WI Dear Ms [redacted] , Thank you for bringing this matter to our attentionI apologize for the delay in response as our company president just recently returned from being out of town, and it was necessary to first consult with him regarding this situation As of February 16th 2015, when we sent a refund check of $1,to [redacted] who originally placed the order, we truly thought this matter was closed This was the first we have been made aware of any ongoing concerns [redacted] Inchas been in business for nearly years and takes offense to the comments made in the complaint [redacted] , Incis a well known, reputable company - we sincerely value our customersWe do completely understand that the decision to stop production on the banner was not the most amicable news for the customer to receiveAs you can see outlined below [redacted] Inc invested a substantial amount of time and resources on this project only to refund the customer’s money Our records indicate: August, 2012, Original quote estimate of $3,was provided to the customer, [redacted] ***, (in writing on Artwork order #on September 29, 2012)Shortly, thereafter, the customer requested a revised quotation based on a slight resizing of the custom bannerThe price quote that was provided was to be $ off the original price of the banner (or $2,489)However, the Customer Service Representative misunderstood the information given to her and she quoted the price estimate of $to the customerThis error was not discovered by management until May 20, 2014, well into the production process September 20, 2012, we received a letter from the customer indicating she would like to start the artwork process September 28, 2012, artwork order was submitted to [redacted] Production, by the [redacted] Customer Service Representative, after receiving payment from the customer for the non-refundable artwork fee of $(check #633) January 16, 2013, [redacted] provided the customer with the first version of the custom banner artwork and color swatching February, through October, 2013, series of revisions made to artwork, by the customer, which required, upwards of six revised artwork representations to be sent to the customer October 2013, the customer was notified of an additional artwork revision fee of $ October 2013, [redacted] received from the customer, check #for $1,($estimated quoted price + $artwork revision fee + $shipping) November 4, 2013, [redacted] Customer Service Representative submitted order #to initiate the completion of the custom BannerAfter several unforeseen [redacted] production delays, the estimated ship date was to be set at July 17, May 20, 2014, A member of Management at [redacted] discovered the price quotation error [redacted] , company President, contacted the customer, [redacted] , to make her aware of the situation, and to inform her we would not be able to complete the banner order for the price of $ [redacted] offered the following options: either the customer could submit the additional funds or we would reimburse the $1,The customer was going to discuss the situation with her committee May 21, 2014, the following summarization via email was sent to [redacted] (per her request): Subject: Price Quotation Error - [redacted] , Inc Dear Ms***, Please accept our sincere apologies for the mistake that was made on the price quotation for the Discalced Carmelite Community banner To confirm your telephone conversation yesterday with Mr [redacted] , in September 2012, a price quotation in the amount of $3,was provided to you for a banner which measured 36”x60”Shortly thereafter a request was made by the council to provide a revised price quotation for a slightly smaller banner – one with the measurements of 34”x50” A price quotation was provided to your service representative of $- Unfortunately, there was the misunderstanding when she communicated this amount to youThe price was suppose to be $3,– (minus) $(for the size reduction) = $2,final banner cost, not $total Once again, I am sorry for the miscommunication, however as you discussed with Mr [redacted] , we are unable to complete the banner for $ Our records indicate that the council paid $1,for the banner (this amount includes banner, additional artwork time and shipping)Would you consider applying that amount towards the balance and sending in another $1, so we may complete the banner for you? Otherwise we will gladly refund your payment of $1, Please let me know what you decideThank you for your time Respectfully, [redacted] Office Sales Manager” November 2014, the customer, [redacted] ***, called and spoke with a [redacted] Customer Service Representative, inquiring if we still had the artwork and money December 19, 2014, the customer called the [redacted] Customer Service Representative, regarding the existing artwork [redacted] has been removed from the project and “The council has placed the project on hold.” February 16, 2015, [redacted] issued a refund check of $1,and mailed it to the customer, [redacted] *** As you can image we thought the matter was closed upon hearing from the customer, that the “council placed the project on hold” and [redacted] in turn refunding the customer’s money Please let me know if you have any questions regarding this matter Thank you! Respectfully, [redacted] Office Sales Manager [redacted] Inc NJanacek Ave., Brookfield WI ###-###-#### cc [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.We did not request a refund. We wanted our banner. They held our money for years, only backing us against the wall and when we didn't send the additional money they refunded our money. We will certainly share our experience with this company. We are cashing the check and considering this matter closed. But our memories are long. This was a terrible thing they did to a charity
Regards,
*** ***

July 23, 2015
 
 Ms [redacted]
Trade Practice Consultant
Revdex.com
10019 W. Greenfield Ave.
Milwaukee, WI  53214
 
Dear Ms [redacted], 
Thank you for bringing this matter to our attention. I
apologize for the delay in response as...

our company president just recently returned
from being out of town, and it was necessary to first consult with him
regarding this situation.
 As of February 16th
2015, when we sent a refund check of $1,103.00 to [redacted] who originally
placed the order, we truly thought this matter was closed.  This was the first we have been made aware of
any ongoing concerns. [redacted] Inc. has been in business for nearly 62 years and
takes offense to the comments made in the complaint. [redacted], Inc. is a well known,
reputable company - we sincerely value our customers. We do completely
understand that the decision to stop production on the banner was not the most amicable
news for the customer to receive. As you can see outlined below [redacted] Inc.
invested a substantial amount of time and resources on this project only to refund
the customer’s money.  
Our records indicate:
August, 2012,
Original quote estimate of $3,414 was provided to the customer, [redacted],
(in writing on Artwork order #128474 on September 29, 2012). Shortly,
thereafter, the customer requested a revised quotation based on a slight
resizing of the custom banner. The price quote that was provided was to be $925
off the original price of the banner (or $2,489). However, the Customer
Service Representative misunderstood the information given to her and she
quoted the price estimate of $925 to the customer. This error was not
discovered by management until May 20, 2014, well into the production process.
September 20, 2012,
we received a letter from the customer indicating she would like to start the
artwork process.
September 28, 2012,
artwork order was submitted to [redacted] Production, by the [redacted] Customer
Service Representative, after receiving payment from the customer for the non-refundable artwork fee of
$225 (check #633).
January 16, 2013,
[redacted] provided the customer with the first version of the custom banner
artwork and color swatching.
February, 2013 through
October, 2013, series of revisions made to artwork, by the customer, which
required, upwards of six revised artwork representations to be sent to the
customer .
October 2013, the
customer was notified of an additional artwork revision fee of $130.00.
October 2013, [redacted]
received from the customer, check #700 for $1,103.00 ($925 estimated quoted
price + $130 artwork revision fee + $48 shipping).
November 4, 2013,
[redacted] Customer Service Representative submitted order #252 to initiate the
completion of the custom Banner. After several unforeseen [redacted] production
delays, the estimated ship date was to be set at July 17, 2014.
May 20, 2014, A
member of Management at [redacted] discovered the price quotation error. [redacted], company President, contacted the customer, [redacted] , to make her
aware of the situation, and to inform her we would not be able to complete the
banner order for the price of $925. [redacted] offered the following options:  either the customer could submit the
additional funds or we would reimburse the $1,103.00. The customer was going to
discuss the situation with her committee.
May 21, 2014, the
following summarization via email was sent to [redacted] (per her request):
Subject: Price Quotation Error - [redacted], Inc.
Dear Ms. [redacted],
 Please accept our sincere apologies for the mistake that
was made on the price quotation for the Discalced Carmelite Community banner.
 To confirm your telephone conversation yesterday with Mr.
[redacted], in September 2012, a price quotation in the amount of $3,414 was
provided to you for a banner which measured 36”x60”. Shortly thereafter a
request was made by the council to provide a revised price quotation for a
slightly smaller banner – one with the measurements of 34”x50”.  A price
quotation was provided to your service representative of $-925. 
Unfortunately, there was the misunderstanding when she communicated this amount
to you. The price was suppose to be $3,414 – (minus) $925 (for the size
reduction) = $2,489 final banner cost, not $925 total.
 Once again, I am sorry for the miscommunication, however
as you discussed with Mr. [redacted], we are unable to complete the banner for
$925.  Our records indicate that the council paid $1,103 for the banner
(this amount includes banner, additional artwork time and shipping). Would you
consider applying that amount towards the balance and sending in another $1,386
so we may complete the banner for you? Otherwise we will gladly refund your
payment of $1,103.
 Please let me know what you decide. Thank you for your
time.
Respectfully,
[redacted]
Office Sales Manager”
 November 2014,
the customer, [redacted], called and spoke with a [redacted] Customer Service
Representative, inquiring if we still had the artwork and money.
 December 19, 2014,
the customer called the [redacted] Customer Service Representative, regarding the
existing artwork. [redacted] has been removed from the project and “The council
has placed the project on hold.”
February 16, 2015,
[redacted] issued a refund check of $1,103.00 and mailed it to the customer, [redacted].
 As you can image we thought the matter was closed upon
hearing from the customer, that the “council placed the project on hold” and [redacted]
in turn refunding the customer’s money.
 Please let me know if you have any questions regarding
this matter.
 Thank you!
 Respectfully,
[redacted]
Office Sales Manager
[redacted] Inc.
200 N. Janacek Ave., Brookfield WI 53045
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cc  [redacted]