Complaints

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• Initial Complaint

  Date:01/02/2024

  Type:Order 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.

  I contracted this printer to offset print 500 copies of my book in July, 2023. We agreed upon a delivery date of the first week of that September. The printer asked me to pay the balance of what I owed a week before the job was to be completed. After I did so, only 100 copies were completed. They contained numerous errors as well as poor color reproduction. The remaining 400 copies were not finished until December 8th, 2023. These were no better than the first batch. Three weeks later, the printer sent an invoice for $512 claiming I had not paid taxes on the job.I'd urge anyone who's interested in having anything at all printed in a timely manner and cares at all about workmanship to avoid **** Ink like the plague.

  Business Response

  Date: 01/12/2024

  ****************** was provided a quotation and contract for printing books (attached), and accepted the terms when he placed his deposit. He requested a rush job due to the Printers' Row Literature Festival approaching, and we placed his book in production ahead of other clients. 

  Dmitry was delivered 40 advance copies of books and 25 were rejected due to extra margin (trim) being present(09/07). He was given an additional 40 books, bringing the total to 55 delivered and accepted books(09/08 - See Attached).

  Besides the initial quality issues, reviews at Printers row literature fest were overall positive on the quality and composition of ******'s book. There were no further complaints about quality until ****************** became agitated.

  ****************** was delivered an additional 50 books on 09/14 (See Attached).

  After these initial deliveries, an incident happened during the production of this job where two employees were discharged for product and machine damage; and the delivery date had to be postponed due to an industrial accident. ****** was made aware of this situation.

  The stress of the situation gave the manager (****) a heart attack on 09/23/23, from which he needed months to recover. Books printing using the traditional methods is very difficult and skilled work, and when it is rushed accidents and mistakes happen.

  On Friday, October 20, ****** was offered a partial delivery of product so he could fulfill his orders. He decined. (See Attached)

  Nero Ink fulfilled this order in full with a final delivery of 445 books on 12/08/23, delivering a total of 550 books (10% over quote).

  Dmitry did not submit a claim for mistakes or damages within timely fashion.

  ****************** does not possess an ******** Resale License, and when asked to pay taxes on his purchase as per the contractual terms he agreed upon, he was condescending, threatening, and demeaning.

  18. TERMS/CLAIMS/LIENS: Payment is net cash, 14
  calendar days from date of invoice for approved credit
  lines. Otherwise, pre-payment in full is required. Claims
  for defects, damages or shortages must be made by
  the customer in writing no later than 10 calendar days
  after delivery. If no such claim is made, the provider and
  customer will understand that the job has been accepted.
  By accepting the job, the customer acknowledges that the
  providers performance has fully satisfied all terms, conditions,
  and specifications.

  15. PRODUCTION SCHEDULES:Production schedules will
  be established and followed by both the customer and
  provider. In the event that production schedules are not
  adhered to by the customer, delivery dates will be subject
  to renegotiation. There will be no liability or penalty for
  delays due to state of war, riot, civil disorder, fire, strikes,
  accidents, action of government or civil authority, acts of
  God, or other causes beyond the control of the provider. In
  such cases, schedules will be extended by an amount of
  time equal to the delay incurred.

  22. TAXES: All amounts due for taxes and assessments
  will be added to the customers invoice and are the
  responsibility of the customer. No tax exemption will be
  granted unless the customers Exemption Certificate
  (or other official proof of exemption) accompanies the
  purchase order. If, after the customer has paid the
  invoice, it is determined that more tax is due, then the
  customer must promptly remit the required taxes to the
  taxing authority, or immediately reimburse the provider for
  any additional taxes paid.

  Customer Answer

  Date: 01/13/2024

   
  Complaint: 21084833
  
  I am rejecting this response because:

  The bottom line is I paid for the job in full in early September, the job wasn't completed till mid-December, the work was sub-par to say the least, then **** had the temerity to add insult to injury by trying to get more money out of me at the end of December, claiming it was taxes. I've done business with many companies including book-printing ones on multiple occasions, and not once has anyone tried to add an extra bill four months after the final invoice was paid in full. No business operates that way. As to ****** myriad excuses for his delays and failures, he'll come up with a dozen new ones if you ask him again. I just want him to stop harassing me for money. It's obscene. And I'd like you to let the community know that this is not a person to be trusted.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/15/2024

  To Whom it May ******************* class="" style="color: rgb(24, 50, 71); font-size: 14px; font-family: Calibri, arial, sans-serif;">
  

  I am writing to provide additional clarity as well as our desired outcome for complaint 21084833.

  
  

  ****************** never brought up any issues with color reproduction during the entire relationship we had with him; this complaint will be the first we have received. Printing books using the offset lithographic method often results in slight color shifts through a run, and our contract clearly states that this is standard practice in the printing industry:

  
  

  COLOR PROOFING: Because of differences in equipment, paper, inks, and other conditions between color proofing and production pressroom operations, a reasonable variation in color between color proofs and the completed job is to be expected. When a variation of this kind occurs, it will be considered acceptable performance.

  
  

  As a startup manufacturer of custom artist books, we have had some growing pains and there was a series of unfortunate events that led to a heart attack for myself, due to the incredible workload and stress. ******* book production was put on hold as I attended to my health needs as well as repaired the machinery used to produce his books. He was increasingly irate and mean-spirited in his communications. 

  
  

  He also took a stab at me personally in the following interview:

  Did you have any difficulties on the production side of things?

  I found a printer less than a mile from my house and at first things went smoothly. A week before the run was due at the beginning of September, the printer asked whether I could pay him the balance, and, like a fool, as a show of faith, I did.

  He delivered a hundred of the five hundred he owed me on time. There were many printing errors and the color reproductions could have been better. Also, he kept texting me short-story length screeds about his personal and professional problems.

  Over the following three months, the reasons why the remaining four hundred copies werent done ranged from worker sabotages to heart attacks. It was like he had a herd of dogs that took turns eating the homework day after day after day.

  I thought for a time that it was some kind of scam but it was way too inefficient and tortuous a thing to be that. This is just someone with no ability to handle time-management. Bad quality for a printer, Id say.

  Wonder of wonders, a couple days ago the books arrived. Theyre not what I wanted them to be but Im moving on. After I sign and number them, that is.

  We delivered an additional 50 books to cover any poor quality issues within the job. He never made a complaint about quality until we asked him to pay taxes. 

  
  

  Dmitry does not possess a license to do business in the State of ********, however he sells his books and art online from his home location in ********. 

  
  

  We are required to pay taxes on his transaction, and remitted the amount stated in the invoice to the State of ******** in our 3Q filing.

  
  

  Desired Outcome/Settlement

  We would appreciate timely remittance of his sales taxes to **, as they have been paid in full by our company. Cease and Desist all libelous speech and medias toward NeroInk, ***********************, and our involvement with To Whom it May ***************************** class="" style="color: rgb(24, 50, 71); margin: 0px; font-size: 14px; font-family: Calibri, arial, sans-serif; font-stretch: normal; line-height: normal;"> 

  *************************** is not a consumer; they are a retailer operating without proper licensing in the State of ********. This was a business-to-business transaction; if there is a separate category for this then I would like that to be clarified.

  
  

  Thank you for your consideration.

  
  

  *****************

  neroink.net          

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21084833
  
  I am rejecting this response because:

  None of the the things cited in the interview **** cited are inacurate.

  As to how I conduct business, that's my concern. I pay taxes every time I sell a book. I will aIso pay them when I declare the expense of buying them from ****. I don't chase after people four months after a sale and demand they pay a tax on it because I forgot to do it on time. 

  Perhaps interacting with ************ isn't the most productive way of proceeding.
  
  Sincerely,
  
  ***************************