Complaints

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• Initial Complaint

  Date:07/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 30th 2023 i attended the fall home show at the ********* in ****** Ont. At this show Soldar Metals had a booth were they showcased their metal signs. I stopped and talked to ******* and proceded to place a order that would of been $320.00. At no time during our conversation was there any mention about cancellation or design fees. They were supposed to send me a draft of the sign in 3-4 weeks. After waiting 6 weeks i sent them a text requesting a refund of the down payment ($160.00). They responded by saying bassicly that they were keeping $100.00 for fees. At no time during my conversation with ******* at the show did he mention any fees what so ever. I waited 6 weeks and only after i reached out for my refund did they provided me with a draft of a sign. They claimed that they had lots of orders and that their "design" team had worked hard on it.I feel that if i hadn't texted them i might have waited longer.They claim all that info was on the draft sheet to witch they didn't supply because they were out of them at the show and the design i wanted was done on the back of a blank sheet of paper.All i want is my money back !

  Business Response

  Date: 07/12/2023

  This customer ordered a custom sign, with a deposit of $160

  While we were designing the product the client informed us that he would not longer like the requested product,

  As we have already programed the customers product we had spent several hours designing the product (labour). We informed the client that he can choose to take a partial refund and be charged the fees associated with the labour already completed (computer programing). Along with the finish files and documents that came from that labour. 

   

  The client refused to answer and we sent the partial refund available to the client. And are happy to send the programmed files (design) to the client upon his instruction.

   

  With this he could continue his request at similar businesses and not pay that labour again if he is not interested in completing the work with us. 

   

  Deposit made $160 (%50 of custom product)

  Design fee: $100

  Refund sent $60

   

  We do not refund for services rendered, on custom work that is catered to the customer request by the client. 

  At any point  if the client would like to finish the contracted services, we are more than happy to oblige at his instruction. 

  Customer Answer

  Date: 14/12/2023

   
  Complaint: 20968351
  
  I am rejecting this response because:

  After reading their response some of their coments were not actual.

  I have to rehitterate that "at no point during the inital coversation at the home show was i informed of any of their policies" again, i was told 3-4 weeks i would receive an e-mail of the "design" of the sign. I waited 6 weeks still nothing !! Only after i texted them to cancel did they produce the sample. Now...they claim that it took them "several hours" to design well, i'm sorry but i found a web site and it took me 10min to come up with the same.

  Had they sent me a sign of life in the sense of explaining why at 6 weeks nothing was done things might of been different, but like i mention before only after i texted them did they respond.

  I did not refuse to answer i simply requested my money back on 4 different occasion during our text conversation ( witch i can provide) 

  To settle this, i'm willing to accept $120  

  Reason being....if i hadn't texted them i'm assuming my wait would of been longer, how long who knows !!

   

   

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 15/12/2023

  The Refund is available to the customer,  

  We have costs associated with the work completed and this has been paid for by the client, we have sent/made available the refund for the the amount remaining after cancelation of services. 

   

  Kind regards,