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:07/02/2024

  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.

  My recent dealings with Phoenix Graphix Inc. have left me thoroughly dissatisfied and frustrated. I ordered automotive graphics from them, hoping to enhance the look of my vehicle, but what I received was far from satisfactory.**** and *****, the supposed owners, appear to have no clue about quality control or customer service. They managed to mess up my order not once, not twice, but five times. Each time I received the wrong graphics or incomplete sets, and each time I had to waste my time and energy contacting them to sort out their mistakes.To add insult to injury, when I finally decided to return the subpar graphics and requested a refund, they flat-out refused. They cited some obscure policy and tried to shift the blame onto me for their incompetence. As if that wasn't enough, they had the audacity to charge extra fees to my card without my authorization, claiming it was for "handling" a blatant attempt to squeeze more money out of me for their own errors.Let's talk about the quality of their products. The vinyl used for the graphics was embarrassingly cheap. It peeled off within days, and the colors were nowhere near what was advertised on their website. It's clear that Phoenix Graphix Inc. cuts corners when it comes to materials and craftsmanship, yet they have no problem charging top dollar for their shoddy work.In conclusion, dealing with Phoenix Graphix Inc. has been a complete nightmare. Their lack of competence, their refusal to rectify their mistakes, and their unethical business practices have left me out of pocket and with a vehicle that looks worse than when I started. Save yourself the hassle and steer clear of this company.

  Business Response

  Date: 07/02/2024

  Please be advised that we have no record of this customer in our data base. We have searched back to 1990.  Citing the owners name **** and *************************** can be found in the corporation commission paperwork and neither one of has had personal contact with this person. In addition, I have had the Sales Manager and a customer Service executive look through our data base. Each one these people have been with  Phoenix Graphix inc. for over 25 years and do not recall dealing with this customer. It is not our policy to argue with a customer or be beligerant . If the customer is unhappy they are told to return the merchandise in saleable condition for a refund. If there is a problem with the manufacturing or a product we ask for photos first before resolving the problem.

  Phoenix Graphix has been in business since 1985 and have never received such a complaint as this. It is well known we use the highest quality vinly and  provide the best decal  products available in the industy.

  We would like to see a scanned copy of an Invoice that is included with each order. I do not have any idea where he came up with $1500.00 as that is an extreme amount of money. My **************** Executive tried calling the phone number on the complaint from the BBB notification and it went straight to voice mail with no identification.

  At this time We are very confused as to who this person is and what he has purchased. Does the complatiant go by another name than what he cited? Did he purchase the decals through one of our  resellers and what decals did he purchase. If he purchased through one of our resellers he must take the issue up with them.  

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

   

• Initial Complaint

  Date:08/05/2023

  Type:Delivery 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.

  Early June 2023 I ordered decals for restoration of a '94 GMC Sierra *** Colors were opposite what was pictured on their website, and incorrect for the red, '93 Sierra ***I contacted ***** who told me on June 13th that they had received my photos of their website AND my truck, and were looking into whether they would be able to print the correct decals. After multiple calls and emails, I was told that the design team was busy and has not gotten back to him.Now, 2 months later, there is still no resolution and no response. I have ordered the correct decals locally and had them installed, and am now simply seeking an RMA number and refund.

  Business Response

  Date: 08/24/2023

  This issue was resolved with the customer, ****************. He spoke directly to salesperson, ***** about his concerns. He was issued a full refund upon receiving the  decal kit back.  The reason **************** didnt get a refund  earlier is he kept the decals and did not return them until August 7th 2023.   Phoenix Graphix Inc. as most business  do not issue a refund until the merchandise is returned is saleable condition.
  
  **************** was issued a full refund on 8/14/23.
  
   
  
  In addition, the email the complaint was sent to another Salesperson and not to an owner of the business and I just learned of this complaint on 8/21/23.
  
   
  
  *************************
  
  Vice President