Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/03/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 11/15/23, I contacted Sign-O-Saurus about placing a wrap on my truck. I spoke with Goran and provided him with a picture, via email and printed, the desired wrap (see attached). He stated that this would not be a problem to replicate. After questioning him about the artistic precision that I was looking for he assured me that he was a professional and would be able to provide the desired wrap. He further stated that this could all be completed by the end of November and I received an overall price for the project. Further, that a deposit would be required, and that I would receive a proof by the next day on 11/16/23. I gave him a $2000.00 deposit, over the phone, on the condition that the artwork/graphics would be acceptable and at that time I was told that if the artwork was not acceptable I could get a full refund of my deposit. After 2 days had passed, by 11/17/23, I had not received a proof, so I started calling Goran, who magically was never available. After many messages left for him he did not return my calls. Then on 11/21/23, I finally received a proof from him via email (see attached). This proof is atrocious as you can see in the comparison of the attached photos of what was desired and proposed by Goran. After the entire ordeal, and the overall sense of the direction he was going, at this point I requested my deposit back as I was promised. It was clear he was not getting an idea of what I was looking for. After 3 more calls requesting my deposit be refunded, Goran told me that he was not giving me my money back. My truck was never brought in to Sign-O-Saurus for this project, it was never touched by Goran, and no work was even done to it at all. I requested to speak with a manager or owner and was denied this option for help. This company, and Goran, have acted absolutely unreasonable and unprofessional, basically stealing $2000.00 from me for doing nothing. I am trying to seek a resolution with the BBB's help before pursuing further legal action.

  Business Response

  Date: 12/04/2023

  On 11/15/23, the customer agreed, in person and in writing, to the terms of our contract. The terms are as follows: 
  
  "Due to the custom nature of our work, all sales are final. In the event of cancellation of this assignment: ownership of all copyrights and any original artwork shall be retained by Sign-O-Saurus, Inc., and the entire amount of the total, or the remainder of the total after a deposit has been paid, will be due in full at the time of cancellation. No Credits will be issued for other products or services in place of the deposit. Sign-O-Saurus, Inc. does not offer any cash refunds of any kind. It is the responsibility of the customer to send the information requested in a timely matter. Any projects which have been on hold for 180 days or longer due to customer inaction will be considered completed and all obligations on the part of Sign-O-Saurus, Inc. will be considered fulfilled, unless otherwise stated in writing and agreed upon by both parties. No refunds or credits for these projects will be issued. The client's signature above shall be evidence of acceptance of these terms. This agreement is legal and binding."
  
  The customer was provided with a physical copy of this policy.
  
  Because everything we do is custom, design proofs take time. The back and forth between customer and designer is a natural part of the design process, as we tweak the design to more accurately reflect the customer's wishes. After spending significant time  getting the design to what we felt was a good starting point, on 11/20/23, we provided the customer with a first draft proof for feedback. 
  
  Once the customer expressed his dissatisfaction with the design, he was informed by phone and in writing, that this was merely a first draft and we will gladly worh with him to make sure he is happy with the final product. We were very responsive throughout the entire process and at no point were we difficult to reach or evasive. However, before a second proof could be provided, the customer called and demanded a refund. When we tried to inform him of the policy to which he agreed, the customer became beligerent, threatened legal action, and hung up the phone. 
  
  As it is customary when legal action is threatened, we made no attempts to contact the customer. On 11/27/23, the customer called again to demand a refund. He was once again informed of our policy and was told that we would be happy to work with him to modify the design to his liking. At that point, the customer once again became beligerent, and proceded to make disparaging remarks, threaten legal action, and finally make threats of bodily harm. At this point, we cut off all communication with the customer, blocked his number, and informed the Casselberry Police Department of what transpired. The reference number for the police report is ************ 
  
  On 12/1/23, the customer's wife called to demand a refund. When she was reminded of our policy and the contract her husband signed, she too became agitated, rude, and threatened to sue us in small claims court. She then hung up the phone while we were trying to talk to her. None of our associates were ever rude or disrespectful to the customer or his wife at any point and always treated them with utmost respect and courtesy. We pride ourselves on our hard earned reputation for professionalism and customer service. We were more than willing to work with the customer to ensure that he is provided with a finished product that meets and exceeds his expectations. However, due to the customer's repeated beligerent and unprofessional behavior, we were unable to do so. It's impossible to complete a project by 11/30 when the customer requests to cancel on 11/20.
  
  Artwork takes time. Design work takes time. Our artwork is how we make our living, and our policies are in place to protect us and our work. At this point, any further contact by the customer or the customer's representatives will be considered harrassment and will be referred as such to the appropriate authorities. As per the terms of the contract the customer signed and agreed to, no refund or credit of any kind will be forthcoming. Should he still wish to pursue legal action, that is his prerogative and we will gladly let the judge decide who is right and who is wrong.

  Customer Answer

  Date: 12/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Sign-O-Saurus has not in good faith addressed any of my concerns. It is unreasonable to expect ANYONE to pay $2000.00 for the development of 1 proof that was not approved for any work. There was no work done on my truck and there should be a refund. This business is unprofessional in its practices and is now resorting to using lies and unethical tactics to obfuscate its duty to customers. This has been referred to the courts under case ********* It is unfortunate that Sign-O-Saurus is willing to go to these lengths to steal money from people that in good faith trust them to do good business.
  
  
  
  Sincerely,
  
  
  
  ****** ********