Total Awards & Promotions, Inc.

This letter is to clarify our position on the sale and installation of three different projects for the Platteville Public Library FoundationOne is a donor wall made of walnut, cherry, and oak blocks of woodThe second is a series of acrylic panels to be hung much like a picture on the wallThe
third part is small zinc castings adhered with double face tape on back.*** *** ***, of the Platteville Public Library Foundation contacted us on March 20th to inquire about donor recognitionThe committee requested that we come out and visit the new library on April 10th to see the stairwell it would be installed on, which we did on that date. We returned on April 25th to show them tree leaf samples and meet the foundation president who was a wood worker.The library foundation gave us a picture of a project that another organization had had made of wood blocks placed horizontally on a wallOur emails show us requesting that the Library Foundation give us wood types and sizes desiredThey never provided that, but left it to us to decideBy April 13th we gave them their first rendering made of three woods and several sizes.We asked the foundation president to supply the wood, and said we would engrave them in-houseThis would have been the easiest and most convenient solutionHe denied our request to make the wood and insisted that we use untreated, unstained raw wood. We searched for vendors that could complete this project for usThis vendor choice also had to include time with a graphic artist to complete the proofs and renderingsOur vendor did not make the wall they were copying, but said it would do it's best to provide a duplicate. After the Library Foundation approved of the rendering, the largest time spent and largest money lost for us, was in the editing of the art filesEditing went on from April to August of The average donor project takes days of editing, which is considered a long timeThis project took three months because the names, sizes, and colors, kept changing. There were almost daily calls to make changesCalls came at any time of day or night and even weekends when we weren't openIt was always an emergency, and current work had to be interrupted to address the new changes and concernsHourly rates were never charged to them even though they took over hours of staff time.We sold this project to them without installationWe were very clear with our message that we could not install, and because of this we created a product for them that could be easily installed by their staff or volunteersThey originally agreed to this. At one point in August, *** called and asked us to install no matter what the cost, so our head installer said they would give it a try. At this point we added hours of install to the invoice for a total of $Our invoice states that the Library Foundation would be billed for all hours over 6, so they should have been charged at least an additional $1,for what was done so far. We could also have added to the invoice $for the banner, $for the laminate signs, and the travel and wages of our installers for creating and putting up the banner, etc, so the people at the grand opening would get the idea of what was coming. Later in July, the foundation decided to change the alignment of the wall to go verticalOriginally it was created as a horizontal wall that went from feet to feet highThis new design changed it to foot from the floor up to the second floorThis was a very dangerous decision.The paid invoice clearly states that they paid for hours of install when in fact we provided over hours of install, plus drive time, plus costs and hours of installing a full size banner and laminated signs around the libraryThe final proofs were not approved quickly enough to reach their wanted install date. Ethically we could bill them for the total time spent with our installers as it was the library's responsibility that the project was not completed by the donor event. We have emails detailing the requirements for project completion, including the requirement of to weeks to completion AFTER art approval. They finally approved the final proofs on August 29. With their event on September 16th this was an impossible deadline to reach*** thought we should have made the pieces by then, but we can't even order the product (wood, acrylic or zinc) until art is finalized and approvedShe actually thought that the pieces were all ready-made and waiting on her textBut the order is not even started until proofs are approved. Since the art proofs were not approved in time, we couldn't get the project complete by theirSeptember 16th donor event, so to provide something to show the project was underway, we spent over $acquiring a full size banner, and laminate signs that our installers drove to Platteville to put up for the eventAfter the event, when the products were complete and when our head installer was next available, they returned to install the wood block wall, and If there was time, after the block wall install, they planned to install the acrylic panels and zinc plates. Because of the extreme placement of the banner/template, our staff had to balance on their tip toes on top of a ladder that was placed on top of scaffolding that had to be purchased specifically for this job due to the polished marble area that comprised the footingThis made for a dangerous and tediously long installation, so the additional work was not installed then. It must also be noted that *** changed her mind often, even during the installs. She told them to move up the template after they precariously put our installers up over feet high. This project was sold to them with the bottom beginning at the foot height and was changed to beginning at the foot height, The day they installed the banner, is the first time we found out it would be that high*** told them to go higher. *** asked us to move and replace the acrylic panels after her “assistant” told us where to place them. She didn’t like the height so we had to remove them, re-measure, and replace all of them. Because the block wall install was so difficult it, it required an additional day of work. The installers worked as long as they could on both days to complete the wall, and after the wall install was finished, our head installer said he would not work on another job of this kind unless placement was totally agreed to before install. He also said he would not risk his life doing anything like this again. Our invoice clearly stated that we would try and install all the other pieces while there, if time allowed, and since there was no time we believe it is the Library’s responsibility to make sure the rest of the pieces get installed. We did not say we would install everything for $1,no matter what time it took. We said the $1,included hours of install and drive time. About the wood: Our vendor was very specific to the size and that there should be no stain. Our vendor guaranteed us that they were not stained, but they did have a light clear coat spray, on the front and sides, to prevent absorption of moisture. No coloring or stain was usedIf you do take a block down, one will see raw wood on the back. ***'s contention is that we emailed a picture to her of a piece of raw walnut next to a piece of stained walnut ahead of time to be sure the walnut was not as dark as it shows on the banner template. Our wood vendor specially purchased the wood for this project. As with all walnut, coloring is dark and each piece is different, but the pieces we provided are not stained. To update or add names to the wall in the future, we recommend a thin veneer, which could be a thinner piece of engraved wood that would be adhered to the top of an existing blockWe will not install those updates. We want to clarify that Janet had planned to deliver and install the remaining pieces. When she traveled to Platteville she had an emergency situation come up so she left the panels and plates, along with the hardware to hang, with a librarian, in ***’s name. Now ,after receiving a letter from the Revdex.com, we see that *** or ***'s sister (?) Susan, had filed a complaint with them before even contacting us for an explanation. We think this was not necessary as they could have contacted us directly. We are willing to come back to install the acrylic and zinc pieces at our regular rate of $per hour including drive time. We have not yet sent an invoice for $for the additional install time over and above the original agreed to hoursWe will waive this amount so the Library Foundation can provide another person to hang the remaining pieces. Sincerely, *** ** ***
PresidentTotal Awards & Promotions, IncOdana RoadMadison, WI 53719AwardsMall.com | DonorAppreciation.com608-833-1716 FAX 608-833-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 Dear [redacted],The Platteville Library Foundation contacted the Revdex.com because final result is unacceptable and unfinished project.  From your perspective, as noted in your email, I am to be faulted for numerous changes causing production to be delayed, improper installation, and the wrong wood. However, in each case, I have emails to and from [redacted] which can clarify, or in some cases point to errors on her part, regarding our contract and the process which followed.Your comments about using our woodworker are an ineffective argument in that we hired Total Awards to do the job. We signed and paid up front for the production and installation of a donor wall and additional plaques.  The change in the configuration of the wall did not add blocks or cause any added expense.  When I asked if we could change to the orientation from a horizontal design to vertical, [redacted] agreed as long as we did not add blocks.I am baffled with your reproach about the expense to Total Awards for making a banner and temporary the wall signage for our celebration event. Total Awards made a commitment to provide the wall and signage by September 16.  When I received the call that you could not meet the deadline, we did not say that we wanted a refund, or ask for any additional retribution.  Instead, we worked with you to take this opportunity to change out the wood from dark oak to a natural oak.  You sent pictures and we confirmed what we wanted. Some of the temporary signage you provided was spelled incorrectly or had wording that had been changed by proofs submitted a month before. Also, I did not change the location of the wall. When the installers hung the banner, I said they could put it lower because they only had a ladder that reached  so high.  When they actually hung the wall, I wanted it to be in the originally designated spot. Once again, as professional installers, one would expect that they have the proper equipment. The installation did include the panels and plaques as it was stated on the invoice. As I have said, I have all my emails and notes from meetings with [redacted].  I agree, it was an arduous and time consuming process, but [redacted] never indicated that I was not meeting deadlines or was not responding to requests in a timely manner, e.g. I returned calls after hours.  The issue of “how or what or who did or did not say what” seemed irrelevant until Total Awards did not want to fulfill their agreement about the wood color and installations.Adding fuel to the fire, [redacted] made arrangements to meet me on Nov. 8 to hang the additional signage. She showed up a day early, dropped off the box and disappeared with no word.  This was particularly upsetting since I called on November 7 and talked to you to clarify that [redacted] would be there the next day. I told you that I did not want to drive to Platteville for a no show.  Right after we talked and you confirmed that she would be there, I got a call from the Library saying she dropped off a box and left.  That was the impetus for contacting Revdex.com.How to rectify this?  As I have stated, I have every email and notes from all my meetings with [redacted].  Several of these indicate mistakes she made in losing notes, not confirming information or simply messing up.  When hanging the wall, installers made changes in alignment because they could not make the wood pieces fit as designed andmarks and dings were left on the wall. We still do not have the correct natural walnut plaques.  All this needs to be negotiated to our satisfaction.  We still need the panels and plaques hung, as is in our contract. We will not open the box left by [redacted] without a representative of your company present.The Library Foundation Board will not be satisfied until Total Awards fulfills their contractual agreement to our satisfaction.  If we were to receive a refund, we could then use that money to correct your mistakes.  I feel it is better for both sides to come to an agreement that you will rectify our concerns and then we do not have to take any further action. Yesterday, I had a member of the community call me to state that plaques are crooked plaques, marks and dings are on the wall and overall it is unsightly.  I would like to remind you that I personally encouraged our Board to use Total Awards and not a competing company.  This has put both my professional and personal reputation on the line and I am committed to following this to the complete satisfaction of the Library Foundation Board.Sincerely,[redacted]

In the spirit of the holiday season and to show our goodwill, we will come out to hang the remaining panels and zinc plates in the places previously marked for them.  This will occur after January 15th on a date to be agreed upon. After this is accomplished we will consider the job complete and will have no outstanding obligation to you or to the Platteville Public Library Foundation. Sincerely, [redacted]
PresidentTotal Awards & Promotions, Inc.6686 Odana RoadMadison, WI  53719AwardsMall.com  | DonorAppreciation.com608-833-1716    FAX  608-833-2160