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:03/10/2025

  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.

  Dec 2024, ************************ reached out to ProSign Studios about indoor dimensional letters for their office location. ***** asked detailed questions to understand exactly what was being ordered, and ***** made a down payment of $347.25. 1/3/2025 date of install, ***** and ****** from ProSign Studios came. Numerous damages and imperfections to the letters and wall which ***** communicated directly and also via phone/email later. -Before 1/31/2025- after multiple *****, ***** returned to try and fix letters. They weren't fixed, ***** emailed and sent photos. -2/20/2025, owner **** ***** offered to come to stradaji, llc to see the signage in person. **** offered to remove letters to fix them, but said stradaji, llc would be responsible to fix the wall and paint it before the letters were put back up. This was unacceptable to *****. Installers should review the letters before installing (before leaving the shop) so that if there are scuffs, cuts, and chunks out of the letters, they are either fixed or shown to the client before they are actually placed on the wall. 20 minutes with no progress. ***** offered to pay the remaining invoice, shake ****** hand and not recommend his company further. **** then asked ***** what the sign and wall meant to her and the company, and she shared the deep importance. **** then took a crow bar, damaged the wall and removed 2 letters of the sign and said, "you aren't getting a free sign" and left. ***** went to ****************** the same day. Per the officer's request she waited to file the police report but did do so. **** is trespassed from stradaji, llc location. ************* and ProSign Studio have exchanged emails which I can share with BBB. Ultimately, stradaji wants their deposit returned and also wants ProSign Studio to pay for the wall damages. (Sign is off, using another company) We fear this owner and won't have them return. (Their story is they removed letters to fix, but more than 2 letters were always damaged).

  Business Response

  Date: 03/18/2025

  In 17 years of business we have never met a customer more unreasonable.  After returning twice after installation and cleaning a mark off one letter (Glue residue) and sanding a hairline scratch on 2 letters the customer was still not happy and refused to pay the balance of her invoice.  A 4th attempt by the owner was made to visit and see firsthand what kind of resolution was needed.  The owner was able to view the sign and agreed all repairs were made correctly and nothing was noticeable from standard viewing distance.  ***** stated she still "knew" the repairs were made and did not feel she should pay the balance of the sign, even though the repairs were made and everything was made right.  The owner offered to pull in random bystanders from the building to view the sign and give opinions of any errors or damage but ***** stated "That makes no difference to me, it's my opinion that counts".  The owner asked repeatedly "What can we do to make this right?"  ***** was unable to give any answer, and simply stated "I am not paying for this".  After learning the wall was going to be repaired and touched up from other construction damage, the owner made the call to remove the 2 letters she wasn't happy with and replace them with new letters.  The final conversation was that once *****/Stradeji paid their final balance Prosign would return and hang the new letters.  From this point realizing she wasn't going to get away with only paying half of her invoice ***** then proceeded to fabricate a story of the owner being belligerent and contacting ****************** with false accusations attempting to damage the reputation of ProSign Studio.  ***** even went so far as to fabricate witness statements from her employees which again, are totally made up as only the owner and ***** were present in the lobby discussing the sign on the 4th visit.  Bottom line, this issue went on for over 2 months.  If ***** was so unhappy with the sign, why was it still being used on a daily basis, and why was she upset about 2 letters being removed and offered to be replaced at not add'l charge?  ***** was simply trying to get out of paying her invoice, and twisted a very simple transaction into something it wasn't.  We advise caution to any other contractors or sign companies working with this company.

  Customer Answer

  Date: 03/19/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23046408
  
  I am rejecting this response because: The information contained in the company's response is not based on what factually happened. It is also inconsistent with even the e-mails they sent me, so I am unsure how to respond. I do have e-mails from ProSign studio I can share with BBB like from 2/24/2025 in which **** ***** wrote, At that point, I then made the decision to remove the 2 letters which is different from what is communicated in his response through the BBB channel. [Screenshot of that e-mail from **** ***** is attached]. Moreover, the words that ***** then proceeded to fabricate a story of the owner being belligerent and contacting *********** Police with false accusations attempting to damage the reputation of ProSign Studio is incredibly serious. This is a crime. So is the accusation that ***** even went so far as to fabricate witness statements from her employees which again, are totally made up as only the owner and ***** were present in the lobby discussing the sign on the 4th visit. Again, I am unsure how to respond to these lies accusing me of criminal activity; where are these witness statements? Fabricating witness statements is a crime and reading this response is the first time I am learning of any witness statements. NOTE: ********** is a ~***** square foot suite and we were not in a contained, soundproof area, so while **** did not see the team, the doors were open, the wall with the signage is shared with our work room containing 8 employees and the adjacent break room had one of our employees in it and she at least did overhear.
  I tried to reach the BBB line to connect with ******, I did speak with ***** Corner but would like some guidance, this is really getting out of hand. Thank you in advance. 
  
  Regards,
  
  ***** Kammur