Complaints

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  Fastsigns

  8355 NW 36th St Doral, FL 33166-6615

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  Fastsigns

  8240 W Flagler St Miami, FL 33144-2028

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:11/14/2024

  Type:Product 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.

   
  Complaint: 22551329
  
  I am rejecting this response because:

  I like to clarify certain points and restate my position regarding this matter:
  Professional Experience: While I acknowledge your experience since 2007, this does not guarantee that proper procedures were followed in this specific case. As a client with 20 years of business experience, I expected a level of professionalism that was not met.

  
  Permit Process: Although you claim to have followed all the necessary steps, the installed sign does not match the approved drawing. This is a clear breach of what was agreed upon initially.

  
  Installation: The installer present, to whom we expressed our concerns during the installation, falsely claimed that nothing could be done, showing a lack of commitment to resolving issues on the spot.

  
  Complaint About Electrical Work: I disagree with your statement that the electrical work complies with established codes. We were misled from the beginning, as the design and installation do not align with what was agreed upon or our expectations.

  
  Issues with the Letter M: This issue is not a subsequent request for changes. The mistake stems from an incorrect design from the outset. This is not the clients fault and should not result in additional costs or processes on our part.
  Outstanding Payment: Since the work delivered does not meet the agreed terms and damages the image of my business, I will not pay the outstanding balance. Furthermore, I expect compensation for the harm caused.
  

  Thanks You.

  ther companies, who confirmed the feasibility of the requested work, indicating that the initial provider failed to fulfill their contractual obligations.Request for Resolution:We have contacted the business multiple times, explaining the issues and requesting corrections. However, they have been unresponsive to our concerns and refuse to make necessary adjustments to meet our requirements. We have consulted other companies, who confirmed the feasibility of the requested work, indicating that the initial provider failed to fulfill their contractual obligations.I am requesting a full refund of $4,141.03 due to the companys failure to deliver the agreed-upon services

  Business Response

  Date: 11/20/2024

  Please note we are a professional   company doing Business since July 2007. We are manufacturing signs and doing installations since then.
  We receive a request from ****************** to manufacture and install an electrical sign with their logo. To do this job we have to file a permit with the City of ***********
  To follow the permit process we do a professional drawing showing to the officers in the City  how is going to look like the sign in the building, and all the details of how the electrical installation is going to be done. Customer has a copy of this.Once the sign is installed, we must follow the last step which is an inspection from officers working for City of *****. All the electrical connections are regulated on basis of codes established by the City.
  The permit was approved by the City of ********** on basis of the documents sent to them. The day of the installation of the sign one authorized person from the company was present and saw how the installation was done.
  The person doing the installation is a professional installer working with our company for more than 15 years. He is a certified installer with all licenses and insurances.
  He is doing his job professionally and passes multiple inspections of electric signs because he follows all rules and regulations. For our surprise we received a complaint after the sign was installed saying they not agree with the letter M of the sign. First the customer was complaining about the cables, saying the installer doesnt know how to do his job.He wants us to change the electrical scheme of the signs on basis of the interview they have with other electricians not related with our company. We disagree because we are doing on basis of the codes established by the *************** of City of ******
  Later customer wanted to redo the letter M and do it in small boxes. We explained him that we can do it but there are going to be more cables and due fire codes we cant do it close to the roof.
  Also this is a change in the approved sign, so we must do another permit. The drawing and the installation specifications in this case are going to change.
  Customer insist in a compensation that we not agree because he have being receiving all documents and drawing and even more, he was present at the time of the installation of the sign, and  he still own us $2,430.33 to paid for the service done. The Final Inspection must be done before 180 days from the time the sign was installed (October 14th). Due this complain we have pending to do the Final Inspection. If we not do it this inspection on time frame we must remove the sign or go back with the City and apply for the permit renewal which is a process that requires extra payment. We have all documents that support our position, and we able to provide you upon request.

  Business Response

  Date: 12/23/2024

  Please note we are a professional   company doing Business since July 2007. We are manufacturing signs and doing installations since then.
  We received a request from ****************** to manufacture and install an electrical sign with their logo. To do this job we have to file a permit with the City of ***********
  To follow the permit process we do a professional drawing showing to the officers in the City  how is going to look like the sign in the building, and all the details of how the electrical installation is going to be done. Customer has a copy of this drawing
  Once the sign is installed, we must follow the last step which is an inspection from officers working for City of *****. All the electrical connections are regulated on basis of codes established by the City.
  The permit was approved by the City of ********** on basis of the documents sent to them.
  The day of the installation of the sign one authorized person from Earth Robotics was present and watched how the installation was done.
  The person doing the installation is a professional installer working with our company for more than 15 years. He is a certified installer with all licenses and insurances.
  He is doing his job professionally and passes multiple inspections of electric signs because he follows all rules and regulations.
  For our surprise we received a complaint after the sign was installed saying they not agree with the letter M of the sign.
  First the customer was complaining about the cables, saying the installer doesnt know how to do his job
  The person in charge in Earth Robotic  wants us to change the electrical scheme of the signs on basis of the interview they have with other electricians not related with our company. We disagree because we are doing on basis of the codes established by the *************** of City of ******
  Later customer wanted to redo the letter M and do it in small boxes. We explained him that we can do it but there are going to be more cables because we must fulfill the  fire codes we cant do it close to the roof.
  This is a change in the approved sign, so we must redo the drawing and send it back to the City for approval. The drawing and the installation specifications in this case are going to change.
  Customer insist in a compensation that we not agree because he have being receiving all documents and drawing and even more, he was present at the time of the installation of the sign, and  he still own us $2,430.33 to paid for the service done.
  The Final Inspection must be done before 180 days from the time the sign was installed (October 14th). Due this complain we have pending to do the Final Inspection. If we not do it this inspection on time frame we must remove the sign or go back with the City and apply for the permit renewal which is a process that requires extra payment.
   We have all documents that support our position, and we able to provide you upon request. 

   

  
  

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22551329
  
  I am rejecting this response because:
  
  My primary complaint is not that the work is technically flawed, but rather that the final product delivered does not match what was agreed upon and paid for.
  Discrepancies in the Agreed Design
  It was specifically agreed that the letter "M" in the sign would have a particular design. However, the final result does not reflect this agreement. Despite raising my concerns during the process, these were not addressed, and the final design differs from the one I approved.
  Issues with Electrical Installation
  The electrical scheme used does not meet the requested specifications. While it has been stated that the work follows the electrical codes established by the City, this does not guarantee compliance with the specific requirements I outlined. Furthermore, after consulting with other electricians, discrepancies in the installation were identified that need to be corrected.
  Cost vs. Value Received
  I paid $8,282.06 for this work, but the delivered product does not reflect this investment. The sign and the work performed appear to be valued at approximately $3,000, which falls far short of my expectations.
  Request for Resolution
  Since the installation does not meet my expectations or the agreed terms, I request one of the following solutions:
  The immediate removal of the installed sign.
  A full refund of the amount paid.
  An additional payment of $10,000 as compensation for damages and losses incurred.
  Alternatively, refund the full amount paid, and I will resolve the issue with another company.

  Business Response

  Date: 12/23/2024

  We disagree with the point of view of the customer.

  The experience it is an important asset but more than that each installation follow the rules of the City. Each electrical installation is reviewed and approved by the electrician from the City.

  We sent a drawing of the sign approved by the city and  the customer approved it and was there at the time of installation.

  We will send you a drawing of the new request for the letter M, they want it in little boxes. You will realize the difference in the image. I will send it in next message. This is a different image and different installation procedure.

  Also, by doing it this way there would be cables connecting each box.
  The drawings are self-explanatory, let's wait until Friday so that you can compare them and the client will understand it better.