Complaints

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6-25-24, I, ***** ****, Instructor & team Coach, submitted a printing job to be done ASAP.

  As of 7-16-24 the printing job has not been started.

  When Allegra closed in Whitehall, OH their Representative: ***** ******* went to the New Dublin Location @ 4362 Tuller Rd, lin, Oh 43017 and kept the ph# 614-236-2948. All his photos, brochure, flyer, membership contracts, posters etc are in her computer. Now she has retired. We don't know if they can even access ourr information in her computer.

  They said via email someone would get back to us within 24 hrs. No one has called us. Today I spoke with them & they hung up on me. They have everything about our business & we are out in the dark. 

  Business response

  08/06/2024

  While we understand her frustration, we have been trying to work with the owner of the business, **** *****.  We have been following our normal communication process and have sent him multiple e-mails with quotes and requesting information from him concerning which of the various designs he is wanting.  None of those e-mails were answered.

  We have had multiple phone calls with ****** **** concerning this matter and can provide the phone transcripts if requested.

  As they said, we took over the business in December of 2023 with nothing but the art and the original CSR (*****).  ***** retired in March of 2024 which has left us in the dark concerning what forms **** ***** was needing.  This is a visual medium and we MUST have the customers see the items they want printed.  We do this by sending art proof sheets and pricing Estimates via email.  **** has stated that he is in his 70's and the only place he accesses his e-mail is on his phone.  He said he cannot see the Estimates and proofs clearly enough on his phone.  We have also told him that he can come to our office to review the items, but we were told that was too far to drive as we are located in Dublin, OH.

  We continue to work with **** and through, many, phone calls and others helping him to access and print the art proofs we have managed to get approval for a couple of his items.

  We have been trying to work with **** ***** on these items, but to blame our business for negligence when it comes down to the fact that the customer cannot access e-mail or chooses not to come to our office is is not appropriate and we ask that BBB show that this matter has gone on so long due to the customer and not our business.

*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. ↩