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:10/23/2024

  Type:Service or Repair 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.

  Started working seriously on this in September. We got bid for our Annual Meeting for bulk mail and printing. Nothing was explained how to move forward as we have never done this printing, they expected me to know about bulk mailing. We started working with Team ******* that consisted of 4 different employees, they apparently work as a group which I wouldnt have minded. BUT While communicating, I would have no idea who was responding on the team, I asked if they could add include their name when responding - they did not. When I sent in our finals for printing they updated the quote to almost double what the original one was, he quote team got it wrong, but pricing was adjusted I got a bad feeling, and I should have gone with my gut. Turns out the timing on our project was never listed as rush, my conversation with daynnea, I made rystal clear, this is a rush. Our meeting was Nov 17, we had ballots that needed to be returned and counted. Note: there are two projects that are in to Printing for less that are not to be mixed up to keep separate they use our mailing list and no way shape for form could they receive or see list. There would be legal issues as this was prepittory. When order went to production, mailing would arrive too late. I told them this was unacceptable and what could be done, I would pay extra to get this out sooner, the website indicated to get hold of them if we need a rush job which I requested. ******* team sent me to a supervisor that would not budge on the timing, they needed time to complete, she suggested to go 1st class mail, I said you are kidding me right......no she said. I said then don't you think it's fair to split the cost and she said no. she also refused to invoice our company saying they would not start the job until it is paid for. I had to use me personal credit card. Requested 4 times in communications for the president to return my call which, he did not either receive or doesnt think important to call.

  Business Response

  Date: 11/14/2024

  Dear BBB, 

  Thank you for the opportunity to respond to this complaint. We quoted a mailing project for Ms. ******** but she then proceeded to change the order numerous times before approving it for print. She repeatedly sent us the wrong artwork, and changed the quantity multiple times. With each change, we updated the proof for her to review, without charging her anything extra for all of the time we spent fixing her mistakes. 

  Throughout the process, we had patiently explained her options, both for print production and for mailing. Regarding print, Ms. ******* made her project more difficult than it needed to be. Her unique requirements necessitated hand-folding of a 7-page letter, and hand-inserting of the letter and a reply envelope. We suggested changes to make the project machinable, which would have saved her time and money, but she consistently refused. Regarding mailing, we informed her that bulk mailing is less expensive but takes approximately 10 days to reach recipients, whereas first class mailing takes roughly one third of that time. 

  The combination of Ms. ********* numerous mistakes with her own artwork and her refusal to simplify the project caused delays which rendered bulk mailing unfeasible. Since she didn't approve the artwork until 11/1 -- more than a month after we started working with her -- and she needed delivery by 11/7, we recommended first class mail. Her demand that we would share in the increased cost of postage was unreasonable since the countless delays were her own fault. 

  Her other complaints are simply frivolous: 

  -- Many companies use a team approach to customer service, which ensures that customers receive quicker service even if one team member is away from the office. 

  -- When she first started working with us, there was no need to list the product as "rush": it later became a rush because of her own mistakes and inflexibility. 

  -- The two projects from her company were always kept separate, as is the case for the thousands of mailings we do, whether they're from the same company or not. Her concern here was unfounded, and her request was honored. 

  -- All of our customers pay in advance. Printed projects are not returnable like a pair of shoes, so prepayment is common in our industry. 

  -- I was aware that she requested that I call her, but each time, my team resolved her issue so it seemed a call was no longer needed. 

  The core issue here is that Ms. ******* simply does not want to take responsibility for her own actions and choices. Her project cost us a lot of extra time requoting and reworking, for which we were not compensated. We saw no reason to eat the cost of the higher postage rate for first class, since we did everything possible to avoid that but Ms. ******* was uncooperative. 

  We wish Ms. ******* well, but we will not be serving her again. 

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22467116
  
  I am rejecting this response because:

  What this communication is saying is simply NOT TRUE!!!!  

  This mailing was our first time using a bulk service that we knew little about.  Yes, there were a few mistakes with a wrong po box, that got changed very quickly.  but to say numerous mistakes is ridiculous. There was NEVER a suggestion to make the project machinable that could save time and money, is so what dummy couldn't take advantage of that.  That's a flat out like!  I have included a receipt confirmation of payment that starts actual production which was the 10.31.   At this point it project needed to be rushed, which I said we would pay.  They would not.  

  From the beginning PFL was given a bid sheet for the project.  The quoting team bid the project incorrectly right out of the gate.  This is the reason we went with PFL..... I caught the mistake and sent an email which is included. that cut the cost almost in half. 

  Because of all the issues we had is this begin our first time using a bulk service, I requested for the President to give me a call which was appropriate at this point.  For his lack of communication because he simple believes one side of this is totally incompetent and really bad customer service along with the rest of an incompetent staff is unbelievable.

  There is no way I would ever work with them and warn others to take extra care with this company.

  Sincerely,

   *** *******