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MrSwas a free-lance computer worker here in ***-*** when I first met him About a year ago he moved to Buffalo He was originally recommended to me by the man who looks after my computer.Your 2nd question. Update the websites and straighten out some
problems.. If he can't do that, I need to have the password & instructions so someone else can update the sitesLet me know if you have any further questions. *** ** ***

As a local family owned business, I value each and every one of my clients and take their complaints very seriously. I feel that this complaint is unjustified. I started my company in June 2016 after my previous employer WrapTX stopped providing retail vehicle wrap to the public. [redacted] was...

referred to me because I was the Account Manager last year when she had 7 vehicles wrapped and am familiar with their needs, also I have an extensive track record of very pleased clients and have never had a complaint about how I treat customers. On 7/20/16 [redacted] informed me she would like to wrap 9 vehicles with partial wraps and would like a new design completely different from last year and provided me with pictures of what she would like her wrap to look like (attachment1) There was no mention of using me because of us having all of her “artwork” this design was to be completely new and built from scratch. I then created an invoice and sent it to her. All of our emailed invoices have our Term and Conditions attached (attachment2) and clients are asked to review before making any payments. She called me after receiving the invoice and told me it was too much for her and she told me she did not have room for that in her budget and asked if we could come down. I then informed her “the wrap would have to include less coverage.” She agreed to the lower price with less coverage and asked what was needed to begin design.Per our Terms a 50% deposit is due with order confirmation. She asked me, as a favor, if I could invoice her for just one of the nine vehicles and accept a 50% deposit on just the one vehicle in order to start design quickly because there was a deadline of 8/26/16. I honored her request and sent her the invoice on 7/21/16 with the terms and conditions attached. She then called me on 7/22/16 at 2:54 PM and made a payment with her credit card for 50% of the agreed amount for one vehicle and the design fee. ($622.44). The first design was sent to [redacted] on 8/2/16 to which she replied the next day with (attachment3)[redacted] [redacted]
[redacted]
[redacted]
[redacted]The revisions were made to her specifications and sent to her. She then replied with (attachment4)[redacted]  [redacted]She then added another car and started to change directions with the wrap(attachment4), requesting to change the invoice to a complete wrap with a solid color. So instead of 9 partial wraps, we started to work on the project for 10 full wraps. Once this idea started to develop the price changed because we would be wrapping an entire car, not just a small portion of it. I spoke with her on 8/8/16 and sent her the new invoices for the 10 vehicles but split up between 8 invoices, with 2 vehicles being evenly distributed among the other vehicle. Which I informed her would make the vehicles seem more expensive but she said that it would not be a problem. She then called me on 8/9/16 and told me that she would like to cancel the project. I told her that I understand and I would process her cancellation as soon as possible. After receiving emails on both 8/10 & 8/11 I sent her an email on 8/11 letting her know that her cancellation is still being processed and would be resolved as quickly as possible (attachement4). She then emailed again 8/13 & 8/15, Once I received notice from my credit card processor that her refund was being processed I then emailed her on 8/15 to let her know per the Terms she would be receiving her deposit minus the design fee and a 10% cancellation fee ($269.74). The very first page of the terms which were sent in multiple emails reads as follows. “Job Cancellation and Errors:If the Client cancels the order before its completion, the Client shall be responsible for the cost of any proofs, artwork, materials and work done until cancellation notice is received in writing. In addition, Knight Wraps reserves the right to charge a 15% cancellation charge in addition to the actual charges to cover unbilled internal costs including but not limited to scheduling, client communications and resources utilized. Knight Wraps will gladly re-image any job that has problems due to an error on the part of Knight Wraps. This does not include software limitations or improper set-up of a job. Knight Wraps will not be held responsible for errors in work after final client sign-off or neglect of final sign-off. No claims will be honored after 24 hours of receipt of any completed and delivered work. Any verbal order will be accepted, but in the absence of any supportive documentation, Knight Wraps will not be responsible for any verbal mistakes. Everything must be in writing. Knight Wraps will not accept responsibility for the inaccuracies in orders telephoned or faxed by the customer…”In the last exchange (attachment4) on 8/15 [redacted] said “I should only be charged at the most a creative fee.” To which I explained that the terms are clear on cancellation and she them threatened to “dispute the entire charge.” I did not in any way challenge her, rather I did not allow her to try and bully me into returning the cancellation fee that was agreed to when she paid the deposit on the project. If we felt in any way that we were being unfair or unjust I would gladly honor this request for a full refund, but this happened purely because of mishandlings that were completely out of our control.

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Address: 435 Brighton Rd, Tonawanda, New York, United States, 14150

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