SIGNS & DESIGNS

Description of Work: Late spring of 2011 I went into the company Signs and Designs of Wenatchee and spoke with Ed the owner to have vinyl decals installed on my business van. As a customer naturally I explained what I wanted. From the beginning Ed’s combative nature in his customer service seemed odd. I gave Ed the benefit of the doubt as I stayed with his company based on Ed’s comment regarding his 30 years’ experience. From the beginning, Ed commented that he felt tired and wanted to retire…gut feeling…RED FLAG! During the planning stages I leaned on Ed’s “30 years’ experience.” I suggested many ideas that I wanted to incorporate for the end result. It seemed as though Ed didn’t care what my input was as he kept stating trust him, he has over 30 years’ experience. From the begining, none of my suggestions were utilized - including picture layout - in any of Ed’s ideas and rough drafts; puzzled this was only the start of many disagreements. Through every stage of planning and design, Ed didn’t like the thought that I was forward in what I wanted as a customer. Perhaps he isn’t used to having a customer know what they want. Many times Ed would talk above and over me when I spoke as I couldn’t ever get a word in, this was very irritating to say the least. I even brought this to his attention as this made him angry. My gut feeling again told me to go somewhere else. After several disagreements about business ethics and his odd approach in customer service, Ed finally allowed my input to be utilized. Ed uses very general words when talking or emailing as I found out. He can turn the situation around at any time to his advantage. For example, I asked him for another project and for an estimate for a “job” (meaning whole). Knowing Ed and how general he was with the pricing estimate, I had to specifically asked him was that the price for the “job” or each side of the van? Ed paused and stated with a chuckle, “That is the price for each side.” So his price estimates for the “job” double when I asked for him to be specific for each side. Where is the consistencies and customer service here? I have many other examples. Also, Ed took months to get back to me on a project and estimate that I requested and asked for a follow up. It’s not until I physically went down to his shop that he replied to me, only to find out that he had not drafted a plan or estimate as requested; given the excuse that he was swamped with work. As a few weeks went by - after the project was finished - I noticed the vinyl decals on my van were starting to fade and peel away. I took my van into Ed’s shop and he generally stated again that he would “fix” the problem areas. We scheduled out 17 days for service. He said drop it off and pick it up 3 days later. When I dropped the van off Ed stated “It’s too late for me to get started today as I started with another project and I can’t have it ready for you by tomorrow.” I reminded Ed that his email stated for me to pick it up in 3 days from now, not tomorrow, Ed said oh yeah. This was one of several of the miscommunication Ed portrayed; very unorganized and unaware that he could not remember a lot of what he discussed or emailed to me; every day is another story. I went to pick my van up to only notice that his “fix” job was a “patch” job. It looked worse than when I took it into him. He stated that he told me that he was going to patch it - not true - again, general with his words. Fix to Ed means patch, fixed to me means make it right by replacing the defected area. Ed’s reasoning for patching it that he didn’t have any of that vinyl left as he would have to order it, taking 5 days to arrive. During the 17 day scheduled wait, could he have ordered needed product then…yes. At this point Ed will not come to an amicable agreement. To Ed my van is “fixed” I must live with what I over paid for. My gut feeling was to get another bid from another company from the beginning and my recommendation for anyone looking to have service work done…I do know why I stayed with Ed’s company…he is a sweet talker.