Complaints

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• Initial Complaint

  Date:11/09/2022

  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.

  Placed an order for yard signs for our business. When sent the proof, it was vague but I assumed it was as I explained. I said I wanted a bigger sign then the one we currently had. I sent a picture of the sign we wanted duplicated. What we got was a bigger sign, but it was not made to it the bigger sign.
  I called and said it wasn't right, she just started cutting me off saying, "You agreed to it" and wouldn't let me explain my issue. I put my daughter on the phone because I was getting upset. She told my daughter they would "fix" them for an additional $65.00. This would be on top of the $155.79 we had already paid. I told her I just wanted a refund. She reluctantly agreed to give us a refund but said we needed to return the signs. I sent my daughter to drop them off and collect the refund. Once there she was extremely rude to not only my daughter, but my 10 year old granddaughter. She took the signs and said she couldn't do the refund because she didn't know how to, because in 10 years of business they have never had to give one. I find that hard to believe, but anyways now they the signs back and are now refusing my refund because she said I was rude to her. I was not, I was just an unsatisfied customer and she didn't agree with me so she kept our money and the signs. We would just like our money back please and hope you are able to assist us in doing so.

  Business Response

  Date: 03/09/2023

  I spoke to a new client, *** ***** Covering, regarding 4 yard signs 18x24, and received
  their logo as a jpg on October 25, 2022. It was very poor quality so I redrew it, taking about
  20 minutes to match the font, weight, lines, line weights, spacing, and colors. I did not
  charge for this work. The proof, an exact copy of what I was sent, went to the client via
  email that same day, see attached emails pages 2-4.
  Client approved the graphics, paid via credit card, and we made the signs, see attached
  emails pages 2-4.
  After the client’s daughter picked up 11/7, I got a phone call that the signs were not what
  she expected, the letters were too small and there was too much white space. I reminded
  her that she had approved the graphics, and that I did them exactly as approved. She said
  she had wanted to go with a local vendor, and that she had signs but wanted the letters
  bigger. I said that had she told me that, I would have set the signs up that way. But that she
  had approved and paid for them so legally I have done what I’m supposed to do. She said
  that she did not realize how they would look, that it was hard to know at that scale how big
  the letters were or that there would be so much white space. I told her that this is why we
  proof jobs, and that it’s her responsibility to be sure it’s what she wants before approval.
  Our terms state clearly on every job proof that the client is responsible for making sure the
  proof is correct. She continued to insist that it was not what she wanted and that her
  husband would be angry. I told her I would call her back.
  A few minutes later I called and got her daughter; I offered to redo the signs for $65 to
  cover my cost, or to have her return the signs for a full refund. Her daughter said they would
  probably be returned, because they were upset and had both been sick. Her mom was
  afraid her dad would be angry that they had paid that much for the signs and they were not
  what was expected. I told her we had been sick as well, and unfortunately that’s not an
  excuse for changing your mind once you have approved a job. The daughter returned the
  signs around 4:30, and I was struggling with the online system to process the refund. I
  asked her to come back tomorrow (11/8) once I figured it out and I would have a refund
  receipt for her. I called tech support for help, and processed the refund, attached scans pdf.
  The next morning, Nov 8, there was an email from the client, saying that I should give the
  refund in cash or check if I couldn’t figure out how to do it online, because it was so
  important that they get the refund, see attached emails pages 2-4.
  This entitled demand, given that she had approved the job and I did it as proofed, after I
  had refunded purely as a courtesy, infuriated me and I responded, see attached emails
  pages 2-4. She immediately sent another email, very rude, unprofessional and sarcastic,
  and I responded that I had reversed the refund though I did not, see attached emails pages
  2-4. There were 2 more emails pages 6&7, which I ignored after moving them into a legal
  notes folder; I only attached them today.
  Summary: she approved her proof and paid for the job. I produced it from the proof ?le,
  exactly as approved. She was unhappy. I refunded her money though I was under no
  obligation whatsoever to do so. She then filed a complaint without checking her card
  records.
  
  Jeanette H*******
  Signs on Murray
  Nov 8, 2022
  From: ******
  Sent: Tuesday, November 08, 2022 1:25 PM
  To: **** *************.com
  Subject: Re: *** ***** Covering Logo
  
  So let me get this right??? You are keeping the signs and the money??
  You will be hearing from our lawyer!!!!!!
  Thank YOU!!!!!!!!
  
  On Tuesday, November 8, 2022 at 01:10:20 PM EST, ****** wrote:
  
  I do apologize as I was so upset reading the beginning of your email, that I didn't finish reading it.
  Thank you for the refund, but the way this has played out just isn't how I do business.
  But I ain't here to judge.
  Thank you again.
  I will not be suggesting or suggesting your business should anyone inquire about your services.
  In other words I am forgetting this encounter happened.
  I will send my husband by to do that since it is the company card.
  Again, thank you.
  
  From: ******
  Sent: Tuesday, November 08, 2022 1:04 PM
  To: **** *************.com
  Subject: Re: *** ***** Covering Logo
  
  I sent you a poor item?? If that was the case, why didn't you let me know that it wasn't good quality??
  
  I had other one's I could of tried sending.
  
  Wow... just wow.
  
  And you have never had to do a refund before??
  
  That is amazing news, but I find that very hard to believe.
  
  You had a very nasty attitude and kept cutting me off saying, "You approved it" over and over cutting me
  off, not letting me explain.
  
  Why on earth would I knowingly agree to something I'm not happy with??
  
  Why would I knowingly agree to the same size as we have now??
  
  You should of let me know that the white boarders were going to be empty.
  
  I thought it was just how it was sent over. I didn't realize that.
  
  You know I don't run my business that way. If someone isn't happy, I don't throw the fact they signed a
  contract and tell them to deal with it.
  
  I fix it at no charge, or refund the money if need be.
  
  Again, just wow.
  
  So you know what, you do whatever you feel is right.
  I will let my good Lord above look out for me with the results of this encounter with you business, and I will
  not suggest you as a reference at this point to anyone who may ask.
  
  Thank You,
  ******** ********
  
  On Tuesday, November 8, 2022 at 11:07:47 AM EST, **** *************.com
  wrote:
  
  I don’t do cash or check refunds for card purchases, the paper trail with the card processor is important for
  my protection from false claims.
  
  And I honestly don’t appreciate your tone, since I am legally well within my rights to NOT refund an order
  where the proof was sent with an explanation of your responsibilities, you approved the proof in writing,
  and the product was exactly as proofed. You were sick? We have been sick for 2 weeks, yet still found the
  time to re-draw your graphic from the poor image you sent us, and produce the item exactly as proofed.
  Your lack of due diligence is not my responsibility; the refund was a courtesy, pure and simple. Had I gotten
  this email before I completed it, I might well have reconsidered it.
  
  It is complete, I have a receipt for your daughter to sign, and a copy for you.
  Jeanette
  
  
  
  From: ******
  Sent: Monday, November 07, 2022 4:45 PM
  To: **** *************.com
  Subject: Re: USA Floor Covering Logo
  You can refund us in cash if you don't know how to refund onto the card... we don't care if it's cash, we just
  need the refund.
  
  Thank You,
  ******** * ********
  
  
  
  On Monday, November 7, 2022 at 12:45:01 PM EST, ****** wrote:
  
  Hi I will send my daughter there shortly to pick them up...
  Thank You...
  
  On Monday, November 7, 2022 at 11:20:23 AM EST, **** *************.com
  wrote:
  These are ready, we are here until 5 today.
  Jeanette
  
  
  
  From: ******
  Sent: Wednesday, October 26, 2022 3:30 PM
  To: **** *************.com
  Subject: Re: *** ***** Covering Log
  
  Awesome! That is nice and we would like to proceed with the order.
  On Tuesday, October 25, 2022 at 06:24:50 PM EDT, **** *************.com
  wrote:
  
  Here is your first proof. 4 pc coroplast yard signs 18x24 2 sided as shown, $35 each with step stake legs,
  plus tax, prepaid cash or check. Cards welcome with 4% fee.
  
  Please read all terms below, and make all corrections at once to avoid extra proof charges ($10 per
  change/proof after the second). Lead times 5-7 days depending on work load when order is placed and
  paid.
  Thanks!
  
  Jeanette
  
  From: ******
  Sent: Tuesday, October 25, 2022 4:46 PM
  To: **** *************.com
  Subject: *** ***** Covering Logo
  
  
  
  Hi,
  We just spoke about the 4 yard signs, 24x18.
  I am attaching our logo.
  Instead of the address and email please just include the name of our business,
  *** ***** Covering - Like the LOGO
  
  INSTALLS & REPAIRS - Red letters
  
  WE DO IT ALL FOR LESS - Blue Letters
  
  FREE ESTIMATES - (864) ******** - Red Letters
  
  Thank You,
  ******** ********
  
  
  The proof she received