Complaints

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• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair 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.

  We hired Legacy Signs to produce and install a sign for our commercial property, and it has been a complete disaster. From the start, I made it absolutely clear that the sign needed to be highly visible and legible at night. That basic requirement was ignored. Legacy failed at nearly every step quoting, planning, execution and refuses to take any meaningful responsibility.They never performed a proper site survey. This is basic due diligence and would have revealed two critical issues: (1) the roof needed sealing and (2) our buildings dark exterior would severely limit visibility with standard lighting. Instead, they pushed through a quote without mentioning either, then hit us with an extra roof-sealing charge after the fact. They only offered to cover half, even though the oversight was entirely on them.The lighting package we received was completely wrong. We were shown renderings of a bright, ****** ***** glow. What we got was a dim orange light that is barely visible at night. The sign fails at the one thing its supposed to do be seen. It looks nothing like what was promised.Weeks passed with no fix. Eventually, Ish from Legacy came out and assured us that switching to white lights and turning off the upper strip would give us the glow we expected. We showed him exactly what we wanted. He guaranteed it would work. It didnt. What we ended up with were bluish, weak lights that are still unreadable from the road.Instead of resolving the issue, owner ***** ***** called us to blame us, saying it was a "perception issue." He offered no apology, no accountability only threats of legal action if we didnt pay the remaining balance.Their salesperson **** visited our site and still quoted the wrong lighting. He never advised that only RGB would work with our building's color. No expertise, no proper quoting, and no ownership. Legacy Signs completely failed us and now were stuck with a sign that doesnt work.

  Business Response

  Date: 06/24/2025

  Response
  to Simon Arenas’ Complaint Regarding Signage and Service Provided by Legacy
  Signs of Texas
  
  This summary
  is provided in response to the concerns raised by Simon Arenas of Countertop
  Pros regarding the signage project completed by Legacy Signs of Texas.
  The
  following points outline the course of the project, the clarifications made by
  Legacy Signs, and the numerous accommodations provided throughout the process:
  
  Project
  Oversight: Diana Balayan with Countertop
  Pros initially managed the project on behalf of Simon Arenas, who became
  actively involved only towards the conclusion of the project.

  Color
  Specifications: Bill Swift clarified early on
  that "Amber" is not a gold or yellow color and that achieving a
  true yellow would require RGB lighting, an option not pursued due to
  previously expressed concerns over cost.

  Site
  Conditions and Expectations: It was communicated to both
  Diana and Simon that the combination of above lighting and a dark wall
  background would negatively impact the appearance of the sign. Despite
  these warnings, the selected design was approved.
  Initial
  Satisfaction: Diana initially confirmed
  satisfaction with the installed sign, and Simon also agreed with her
  assessment based on images provided. However, Simon later expressed
  dissatisfaction, claiming the sign color should appear more yellow. (see
  attached text screen shot)
  On-Site Clarification:
  Ismael “Ish” Herrera, COO of Legacy Signs, met with both Diana and Simon
  in person to explain that due to different wall backgrounds, the sign
  could not match the neighboring signage, which featured white lighting on
  a lighter background. Ismael was very clear it would not look the same as the neighbor.
  Color
  Discrepancy Allegation: Simon’s claim that the sign
  color was incorrect is inconsistent with his later request for white
  lighting—contradicting his earlier desire for a more yellow appearance.
  Additional
  Work at No Charge:
  Legacy
  Signs fabricated and installed a custom hat pan to cover roof wiring at
  no cost.
  White
  LED modules were added free of charge to adjust the lighting effect.
  Per
  Simon’s request, Legacy Signs disconnected the building’s accent lighting
  above the sign without additional charge.
  The
  door vinyl graphics were redesigned, recut, and reinstalled at no cost
  after Simon revised his business hours.
  Financial
  Accommodation: A discount was applied to the
  final invoice to help cover roofing costs related to parapet sealing,
  further demonstrating Legacy Signs’ commitment to customer satisfaction.
  
  Despite
  these extensive efforts and concessions, many of which were provided without
  additional cost, Simon Arenas has refused to remit payment on the final
  invoice.
  Legacy Signs
  of Texas has acted in good faith throughout the project and has gone above and
  beyond to accommodate client requests and ensure satisfaction with the finished
  product.
  
  Thank you,
  
  Ismael
  “Ish” Herrera
  Chief
  Operating Officer
  Master
  Sign Electrician
  [email protected]
  Office:
  (817) 431-5700
  Cell: (832) 655-8997
  LegacySignsofTexas.com        
   
  7923 E.
  McKinney St., Denton, TX 76208
  TDLR 18933