Complaint Our sign was vandalized. An order was submitted for replacements parts but I did not receive a copy of the order. I have asked several times. In trying to obtain a copy of our order to see what we are going to be changed, I have received no information. I have emailed three times. The first response I received, I was sent an installtion manual (which I did not ask for.) The second email I received, I was given a copy of another school district's order. I have called and left three voice mail messages and have never received a call back. I began this process in August. It has been a month and I have only received a partial order and to this date HAVE NEVER received a copy of my order on what I will be charged and/or the price of the replacement parts. At this point, I just want a copy of my order.
Desired Settlement I want a copy of my order and how much the replacements parts will cost.
Business Response Signtronix reviewed the consumer's complaint and provides the following response:
Per our system notes: 9/8/2014 4:18:38- Email sent to customer:
I called you and was unable to reach you,
the total for the 15 modules comes out to $3447.15
15 modules @ $210.00 each
$30.00 fee for COD (collect on delivery)
$34.00 for shipping + 7.25% tax
$233.15f or 7.25% tax
Email Received from customer:
That's sounds great. Please ship as soon as possible.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate Aimee who contacted me and was able to satisfy my request.
Complaint I was told I could make payments on a sign he took a 300 dollar deposit. when sign was ready to be shipped the company called and told me I needed a cashiers check for the balance.I told them I was to make payments. they said they don't take payments and that I will not be getting my deposit back. Product_Or_Service: 40" Two Line Programable Digital Sign
Desired Settlement I would like my money back I hate being lied to just to get my money. I signed the contract but the salesman did not I think that should void their contract,and I should be able to get my deposit back.
Business Response Signtronix's records reflect that our Verification Department contacted the consumer, Mr. ********, on 7/19/13 and he stated that he was told he could make payments on the sign, Signtronix informed him that he may make payments on his credit card and that we will charge him once he is ready to receive the sign, despite this offer the consumer stated that he would like to cancel the order. Signtronix also made contact with our Salesman that placed the order for Mr. ******** and he stated the the consumer was not eligiable for the Lease and clearly understood that he would have to pay the balance on delivery of the sign. Signtronix informed the consumer that the order is non-cancelable and the deposit is non-refundable. We mailed out a Letter of Credit to the consumer on 8/2/13 notifying him that he may contact Signtronix once he is ready to receive his sign and proceed with his order.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) he is a lier if i had known i would have to pay up front i would not have bought it. he ran my credit told me what it was and said it would not be a problem. I guess i am the fool.
Final Business Response Signtronix will be reimbursing the consumer for the deposit amount of $300. The consumer, Mr. ********, should expect the reimbursement check to arrive within 15-21 business days. Signtronix attempted to make contact with the consumer on 9/11/13 and was unable to reach him at the number that was provide and left a message with the above mentioned info.
Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) as long as i get my money back I will be happy
Complaint The pre-delivery commitment and guarantee has not been honored on behalf of Signtronix. We have yet to hear back from Signtronix. It has gone as far as our attempts being avoided and ignored at this point. The regional manager, ***** ******, who promptly returned calls the first weeks after they sold us our sign no longer answers or returns our calls. I called the factory on 7-22-2013 and was told that I would receive a call later that day or the next for verification on details for our sign purchase. They never called and haven't returned any of the daily messages I have left since then. We have not had any contact, communication, or response since our deposit was cashed- 15 minutes after ***** ****** and ****** ********* left our shop and the bank called. We have no sign. The commitment guarantee has been dishonored by Signtronix as it states "a clear understanding will ensure a long standing business relationship". The only thing that is clear at this point is that they are avoiding us and scammed us. I did a bit of research and our DM isn't ***** ******- it is **** ****** ****** ********* specifically said that he was just helping out ***** ****** with 'artwork'and was not responsible for the sales- but that ***** was. I read an article called Signtronix Roundup clearly stating that their youngest sales recruit, ****** ********** signed 2 contracts his first week. Who is lying here? What is the truth? Will we get our sign? or should I look into legal action? I have called the factory, ***** ******, Signtronix headquarters, and even their sales department, each and every day a & left detailed messages- and NOT ONE RETURN PHONE CALL!!!! They did not honor their part of the contract thus far. And are the people who sold us the product even legit representatives for Signtronix? We have so many questions that are being intentionally ignored.
Desired Settlement the contract has been breached on behalf of Signtronix and we are requesting the full amount paid to signtronix thus far be refunded. We do not want to do any business with them at this point, as they are not an honest representation for what a good business relationship entails.
Signtronix's Art Department made contact with the consumer in regards to the artwork and the consumer approved of a layout on 8/9/13. Signtronix made contact with the consumer on 8/12/13 and spoke to Mr. ***** and inquired about his complaint, and also wanted to address any concerns that he may have. Signtronix informed the consumer that his order is moving forward and if he has any other concerns we will gladly assist in any way.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Signtronix did contact Air & Hydraulic Supply on 8/9/13; 3 days after Signtronix was notified by BBB of AHS complaint. Signtronix SAID they were moving forward with the project; actions speak volumes in comparison to words. As the original complaint stated, AHS had not heard any response UNTIL the complaint was filed with the BBB. AHS called Signtronix's factory, sales department, local sales rep and the regional sales rep almost every day since the initial artwork was approved by AHS to the local rep on 7/2/2013. AHS was told that AHS would have the sign in 6 weeks from the origination date of 6/19/2013. AHS contacted the local rep with concern on 7/26/2013 via email due to the fact that AHS's efforts to communicate with Signtronix in regards to the sign and the progress of the sign were unsuccessful. Again, no communication efforts or responses on behalf of Signtronix were exercised until receiving notice of complaint by the BBB.
Final Business Response Signtronix made contact with the consumer, Mr *****, on 8/21/13 in order to resolve this matter and informed him that Signtronix will waive the freight charges of $240. Mr. ***** agreed to this and he is aware.
Complaint We had a salesman from this company come into our store and told us we could increase our foot traffic by 25% if we bought one of their signs. We are a new business so we thought everyone needs more business so we listened to his speech and decided to buy it. During this process he said if we were not happy he would sell it for us. We signed the paper work to include a lease that we now find out as a non cancellation clause in it. We gave them the 450.00 deposit he said about 4 weeks lead time. So we waited the sign came in I installed in the window we tried to put some things on it and found out we were very limited as to what you can put on the sign. So I called the salesman he said the district manager would come out and show us how to do some things for better use no one ever showed up. The salesman never returns phone calls. After having the sign which by the way is a two part sign. We drove onto the parking lot and noticed that the upper sign was dark. So I removed the rear cover and found all bulbs to be blown out. So I called the company they said they would send out a new frame and bulbs. I told them I was not going to replace as it is brand new. So they were suppose to have the district manager come out. Told me it would be about 2-3 weeks for the new items to arrive. They did arrive and as the drive went to lift it I heard broken glass so we brought the box in and it was broken. I refused shipment and called signtronix and told them the sign was worthless to me and I wanted it picked up and to cancel our lease they told be they can not do that. All they can do is ship a new frame and bulbs. The sign is of no use to use we can not do what we were told we could do with it and I also don't have the time to be working on a sign every few days. We want them to pick the sign up and cancel our lease. We have taken the signs down and boxed them back in original boxes as they are of no use to us or our business. Product_Or_Service: One Logo sign and 1 LED sign
Desired Settlement The sign is of no use to us as we can not use the sign as we were told we could, nor has it created foot traffic as we were told it would. We ask every new customer how they heard about us. So we want the signs picked up and the lease cancelled. I see no reason to pay for something that doesn't work not that we can't use.
Business Response Signtronix has arranged to pick up the consumer's signs and will be refunding the consumer's deposit of $487.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) They also have the responsablity to cancel the lease on the sign as well. When I spoke to the president of the company on 08/06/13 he agreed to get the lease terminated. That is a must and I would like a copy of the lease cancellation. For our records as well.
Final Business Response Signtronix made contact with Mr. ****** in 8/13/13in regards to his request for a copy of the lease cancellation, Signtronix explained to the consumer that at this time we do not have a copy of the cancellation, but once the signs are returned Signtronix will payoff the lease to the leasing company, upon termination of the lease we will send the consumer a letter as proof of cancellation. Per our conversation on 8/13/13 the consumer, Mr. ******, is aware and agrees with these terms.
Complaint I was visited by a sales rep from Signtronix on the afternoon of Thursday, May 9th and did initially purchase a sign after much strong convincing from the rep. He kept stating that I could not waithad to make a decision THEN. He left no paperwork whatsoever and no way to get a hold of him when he left. I later regretted the decision and simply want the whole thing to be reversed. The rep did indeed stop into my store the following day (today-May 10) and I stated my concerns and that I wished to reverse the transaction (this is less than 24 hours after the transaction). I also called the parent company and they stated that the $445.00 check that I made out was NOT refundable, even though I was not made aware of any deposits or non-refundable items. I simply wish to 1. Stop the order (thus receive no sign and owe no money), 2. Have no funds taken from my account (monthly payment plan was set up), and 3. I want my funds back of $445.00. Taking care of these 3 things will satisfy my claim. Contact **** **** at XXX-XXX-XXXX or XXX-XXX-XXXX for additional questions. Thank you. Product_Or_Service: Signtronix Sign Order_Number: I have none Account_Number: I have none
Desired Settlement 1. Stop the order (thus receive no sign and owe no money)2. Have no funds taken from my account (monthly payment plan was set up)3. I want my funds back of $445.00. Check number ****. Taking care of these 3 things will satisfy my claim. Contact **** **** at XXX-XXX-XXXX or XXX-XXX-XXXX for additional questions. Thank you.
Business Response Signtronix made contact with the consumer on 5/23 & 5/24. Signtronix inquired about a reason for wanting to cancel the order and the consumer stated she had buyer's remorse. Signtronix explained to the consumer that all orders are non-cancellable and deposits are not refundable which is clearly stated on number 4 on the Sales Agreement. The consumer mentioned she does not have a copy of the Sales Agreement. Signtronix contacted the Salesman and informed him to provide the consumer with a copy of the Sales Agreement.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I did receive the signed document, over 15 days after the deposit check was given. The contract states that the deposit is non refundable, but no where does it say that the $445 that I paid is a deposit. The verbiage on the document is "initial investment" and it does not say this is non-refundable. I also have not signed the final document stating the artwork and 10 year guarantee. I have not been in contact with the sales rep, as I have no way of getting a hold of him-no business card or phone number is available to me. He did send me the contracts and they do state that it is non-cancel-able, so if this is the case, then I am apparently stuck. I am still very unhappy. The note from the rep also says that the company will send me a rendering of the artwork, so apparently I have little to say about this whole transaction. I would still like to cancel the whole thing and get my $445 back, but will also honor the contract that I did sign. I will not recommend this company to anyone. I regret ever speaking to this company and have learned my lesson about reading what I sign.
Final Business Response Signtronix made contact with the consumer on Friday 6/7 and asked whether she would like to proceed with her order or if she would like a letter of credit to receive her sign at a later date. The consumer stated that she would like to proceed with her order but would like to know what other sign options are available. Signtronix informed her that we would notify our Regional Manager to make contact with her in regards to this matter.
Complaint purchased electronic sign form salesman *** **** XXX-XXX-XXXX in April 2013. Warranty is for five years on parts. Sign malfunctioned Jan 2015, had trouble contacting company about parts, 800 number, salesman, IT/Tech left many messages. Finally talked to someone who diagnosed our problem over the phone and sent wrong part. Tried many times contacting again and you are on the phone for hours, their internet website doesn't work some days and no one returns phone calls. I need help to get the proper part. Do not know where to turn to, hope no one else has same issues.Would not do business with this company. Product_Or_Service: Electronic highway sign
Desired Settlement Need to talk to someone who can get the proper part quickly, this is costing my business money on a daily basis. Company could skip their lease payment until sign is working. Looking for help.
Business Response Hello *******
Thank you for contacting me today to resolve the mix up with our business name.
One of our Technician's contacted the consumer yesterday to follow up with their complaint, below is the conversation our Technician had with the customer:
On Monday 2/9/15 one of our Technician's made contact with the consumers to check in with them. She spoke to ***'s wife ****** Customers were able to get the correct part and their sign is already up and running. Our Technician listened to their concerns and acknowledged that the mix up with the parts was regrettable. Our Technician thanked them again for their business and gave them her direct extension should they have any questions, concerns, needs for parts et cetera.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Contact was received from Signtronics. There was no problem with a mix up with parts. The problem was trying to contact this company for the warranty part. Multiple messages were left with no return calls. Countless hours were wasted on HOLD and then being disconnected. The only follow up was after we contacted the Better Business Bureau and I thank you so much for your help. The company spent more time apologizing for your issues than they did to resolve the problem. Customer service is not a concern of this company. Warranty parts obviously makes no money for Signtronics so very little effort is used to maintain customer satisfaction. Being told the part was shipped and finding out a week later we were lied to twice, one on the first part shipped and once on the second part supposedly shipped also, is truly unbelievable. We hope our signs keep working for the remainder of our warranty so no further contact is needed with this company. Once again thank you for your help!
Final Business Response Signtronix would like to apologize that the consumer, Mr. *** *******, had an unpleasant experience with our company. Customer service is a very high priority in our Company, and we strive to provide outstanding customer service to all of our customers. We appreciate the feedback from the consumer and will see that this issue is resolved. Signtronix has been in the business of helping small business owners for over 50 years and our main goal is customer satisfaction. Please visit www.signtronix.com to view more details regarding our Company.
Complaint I have a lease contract with signtronix which has expired. I called to speak to customer service and chose the option to speak to a Spanish speaking representative. The option led me to a voicemail service instead. I hung up, called back and pressed 0 to speak to the operator. When she answered I asked to be transferred to a Spanish speaking representative because I did not wish to leave a voicemail, but she hung up before I could finish my request. I called back one more time and this time I did not get an answer at all. This is not the first time we try to speak to a representative who speaks Spanish and every time we are sent to a voicemail service.
Desired Settlement If there is an option in their services for Spanish speaking representatives, there should be Spanish speaking representatives and there is no reason for a customer service employee to hang up on a customer, ever.
Business Response Signtronix reviewed the consumer's complaint and provides the following response: According to our system records, a Spanish speaking Customer Service Representative made contact with Ms. ****** on 9/24/2014 and addressed the consumer's concerns. We do apologize that the consumer was unable to speak to a Spanish speaking representative when she initially contacted us, we have addressed this issue to the Head of Customer Service. We appreciate the opportunity to respond.
Complaint This company took a check and cashed it with no intention of product being deliverd Salesman met with me and my wife to go over a new sign that we wanted. After credit was ran; my credit was not approved. Next day salesman came in to speak to me and said I could do a cash option when I could get all the money together but that the check for the deposit would not be cashed. Well when we checked our bank account the following week the salesman had in fact cashed our check! This makes no sense to me. I was told when I could get all the cash together then I could purchase the sign but yet they took my money. Very unetheical tactic by salesman. I called the company and explained my situation and they were also very careless about the situation. I would recommed that no one do business with them.
Desired Settlement I want my money back since I am not going to get my signage, but when I called and spoke to Nadia at the company she is stating that the deposit is non-refundable, how convenient. NEVER do business with these people - they take your money and will not return it.
Business Response Signtronix' Company policy has always been, once a contract is signed our dealers receive a check from the customer in order to secure a deposit for their sign purchase. This deposit is used towards processing fees, and artwork development by graphic artists for the sign purchase. When the contract was signed by the consumer, detailed terms of the agreement were visible above the signature line. Unfortunately, deposits are not refundable and the agreement is non-cancellable as stated in item #4 of the Sales Agreement. Although, the consumer's deposit remains secured, and as stated in the letter of credit , Mr. ******* may reinstate the order at anytime once she is ready to move forward with her sign purchase.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Because at the time of signing this contract the salesman verbally promised that eventhough I was signing this contract he reassured me that this check was not going to be cashed. So, it seems someone is lying here and I know it's not me. My wife and I both heard him and he gave us his word, so evidently his word is not worth a dime. So, no I am not satisfied with this reply from the company. I want my moeny back and not in credit. The salesman is a liar and the compnay he works for is a rip off!
Final Business Response Signtronix stands by our response posted on 8/21/2014, a copy of the response is below:
Signtronix' Company policy has always been, once a contract is signed our dealers receive a check from the customer in order to secure a deposit for their sign purchase. This deposit is used towards processing fees, and artwork development by graphic artists for the sign purchase. When the contract was signed by the consumer, detailed terms of the agreement were visible above the signature line. Unfortunately, deposits are not refundable and the agreement is non-cancellable as stated in item #4 of the Sales Agreement. Although, the consumer's deposit remains secured, and as stated in the letter of credit , Mr. ******* may reinstate the order at anytime once he is ready to move forward with his sign purchase.
Complaint No return phone calls concerning warranty/repair/software issues since March 2014. We are Guerne Heights Drive-In and we had to replace an LED panel in March 2014 for a sign that was purchased in February of 2013. Signtronix also sent an "upgraded" temperature sensor for our signs. Wehn our electrician attempted to install the upgraded unit to our signs, he found that the wiring diagram did not match the wiring inside the signs. He attempted to call the company, and so did we. No response. We have contacted the company four more times since then, again, with no response. We want this issue resolved to we can use the full functionality or the signs that we are still paying for. We have another issue concerning the programming of one of our signs that just popped up this weekend. Again, no response from the company.
Desired Settlement We simply want to receive the technical support that we are paying for as a part of the lease on these signs. We are not able to use the full benefits of the product we are paying for.
Business Response Signtronix has reviewed the customer's complaint and offers the following response:
Per our system notes, Signtronix' Technical and Warranty Team made contact with the consumer on 8/27/2014 and assisted the consumer with his sign issues. Replacement parts to fix the current issue with the consumer's sign were shipped on 8/28/2014, a technician attempted to make contact with the consumer on 8/28/2014 but was unable to reach him. Another follow up call was placed on 8/28/2014 to the consumer, a coworker confirmed they had received the replacement parts but **** ******* was not available, we were asked to contact him back the following day (9/9/2014) at any time before 1:00 pm EST. Signtronix' main priority is customer satisfaction, we are working with the consumer to resolve the matter at hand. We appreciate the opportunity to respond.
Complaint Tried to cancel everything within 10 min and was informed that the salesman already cashed my check and refused to refund me my money. ***** A. (salesman for Signtronixs) showed up at my store and gave me and my husband the spill about the sign company.At that time I was told that the salesman will put a stamp with the company name on it. At the end my husband signed a contract with the company but not me. Husband gave the salesman the check. I did not sign the contract and the salesman cashed the check. with in 10 mins the sales man signed the check and cashed it with my bank. Within 10 min after leaving the store we tried to stop the salesman and get out checks back and we was informed that he already cashed the check and we could not get our money back.
Desired Settlement full refund $473.00.
Business Response According to our records, Signtronix' Director of Customer Support, ***** *******, spoke to ******** ****** on 3/4/2014. It was explained to Mrs. ****** that once a contract is signed and our dealers receive a check from the customer, the check is cashed in order to secure a deposit for their sign purchase. ***** ******* informed Mrs. ****** that all deposits are non-refundable, and Mrs. ****** acknowledged that she understood this in her phone conversation with ***** *******. On 3/6/14 ***** ******* spoke to ***** ******, he stated that he would like to hold off on the order because he did not have the funds to proceed with the sign order. ***** ******* informed him that she would temporarily hold the order. She gave Mr. ****** her contact number to call her back once he is ready to proceed with the order. Unfortunately, deposits are not refundable and the agreement is non-cancellable (as stated in item 4 of the Sales Agreement). Mr. ****** signed a contract and is responsible to follow through with his agreement. The consumer can make contact with all of our Departments by calling us toll free at XXX-XXX-XXXX. They may also visit our website at: *******************
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Yes I have spoken to Signtronix and was informed of their no refund of deposits! But We tried to contact their so called salesman with in 10 mins of leaving our door and the salesman went and cashed the check RIGHT after leaving our store. Plus I did not sign the contract and it was my sole checking account!
Final Business Response As it was previously explained to Mrs. ******, once a contract is signed and our dealers receive a check from the customer, the check is cashed in order to secure a deposit for their sign purchase. Unfortunately, deposits are not refundable and the agreement is non-cancellable (as stated in item 4 of the Sales Agreement). Mr. ****** signed a contract and is responsible to follow through with his agreement. The consumer can make contact with all of our Departments by calling us toll free at XXX-XXX-XXXX. They may also visit our website at: www.Signtronix.com
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I did NOT sign a contract and I want my money back! As stated before!
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