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:06/18/2024

  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.

  Date of transaction: Nov 9, 2023 Amount of money paid to business: $2791.86 What the business committed to provide: New insert for the outdoor signage including installation Nature of dispute: Fast Sign broke the signage box while installing the insert, and a piece of it came off after couple of months. When I contacted the Fast Sign rep, he asked for additional money to fix it. In April, one piece fell down and almost hit one of our customers. I again contacted Fast Signs but they refused to take resposibility for their work again and asked for more money to fix it and that too they were not confident that it will be a permanent fix. Hence I had to get it fixed by another company and pay them additional money plus I had to keep the business closed for a week as the insert could have fallen down any time. If Fast Sign had done the install properly, it would have saved me money for repairs and the inconvenience it caused us. Hence Fast Sign should refund us the money they took for installation ($450) plus the money we had to spend fixing it.. Order#: WB-***** As explained, the business didn't try to resolve the issue even after our repeated attempts to contact them to get this resolved.

  Business Response

  Date: 06/18/2024

  On Nov 9, 2023, the FASTSIGNS installation team replaced the face/insert, and only the face/insert, of the sign being discussed. The frame/cabinet of the sign (rectangular metal frame that holds the face/insert) was pre-existing and was not new. While there was no notation of concern about the life of the frame at the time of the installation, it was of unknown age as FASTSIGNS did not install it and it was likely installed long before the tenant/complainant took possession of the space. The installation team installed this face/insert as they do on a regular/daily basis, which included removing one side of the frame, sliding out the old insert, and sliding in the new insert, and then reattaching the side of the frame. At no time did the installation team adjust or require removing any other parts of the frame, including the bottom horizontal piece which is the portion that was later claimed damaged. See the attached photo showing the completion of the installation on Nov 9, 2023.

  It was over 3 months later (Feb 16, 2024) that the complainant reached out about a portion of the frame was coming apart. Please see the attached photo that was provided by the complainant. The piece of frame that is failing is unrelated to any portion of the sign that FASTSIGNS installed or would have required any action while installing the face/insert 3+ months prior. We immediately reviewed the photos and sent a surveyor to inspect the sign. Upon discovering that the repair was unrelated to our prior work, we provided a quote to fix the broken frame. The complainant did not believe us that we did not break the frame and insisted that we do the work for free.After discussing the way the sign was installed and that we could not have damaged the sign in that manner, the complainant hired the company who originally installed the frame to fix it. He then shared that in their professional opinion it was the installation company (FASTSIGNS) that had damaged the frame. The original company that installed the frame is biased and not an appropriate "professional" to make this claim. As is clear from the photos provided by the complainant, they have an old frame that has fallen apart over time. It didn't fail 3+ months after our team worked on it because of anything we did. It failed because it is an old sign.

  
  It's disappointing that this complainant is trying to damage our credibility and reputation regarding our installation team. We install signs every day and occasionally there are problems that we must fix and we do.Unfortunately the complainant does not have the appropriate technical understanding of the signage construction or installation process.

  
  

  Customer Answer

  Date: 06/18/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  
  
  
  
  

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As per Fast Signs, the installation team installed this face/insert as they do on a regular/daily basis, which included removing one side of the frame, sliding out the old insert, and sliding in the new insert, and then reattaching the side of the frame.  However, that isn't the right way to install the sign with the cabinet/Frame we have.  The right way to install/replace the sign is to take the frame down with the sign, Frame & sign should stay in one piece and it's attached to the top of the cabinet with a piano hinge which allows it to swing open.  Since Fast Signs removed side of the frame in air instead of taking down the cabinet/frame and opening the cabinet to replace the insert, it broke the frame and hence the piece came off.  If Fast Signs didn't knew how to install the insert in the type of ligt box we have they should have told us and we would have arranged another company to do it.  Doing something with knowing how to do is not a good thing.  The signange company that eventually fixed the box and was the company that originally installed the sign (I came to know about it when I called them to get it fixed) is a very reputed company and definitely know how to do their job.  It is really unprofessional for ********************* to say bad things about other companies when they are the ones who didn't do their job properly and failed to take responsibilty for that.  We had given them enough opportunities to accept their mistake and fix it but they just kept on saying that they know what they are doing and never accepted their mistake.  It is very clear from their response that they replaced the insert the wrong way which resulted in damage to the frame.  Hence they should refund us the installation charge plus the additional money we had to spend to get it fixed   This is the only resolution acceptable to us.

  Regards,

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