Kate E.
I had a very bad experience with Alta…
I had a very bad experience with Alta Graphics and the owner, Kathy Butler a few weeks ago. It is rare that I speak up about the service I receive, but this was so upsetting for me, that I felt it was my responsibility to say something. And after the poor service I received, I was billed $200. I came to Alta Graphics because I had used them a couple years ago for business cards and a service booklet. Both items were done well. So I assumed I would have good service again. The other piece to this story is my husband is the Episcopal Bishop of SE Florida and his office has used Alta Graphics for years as have many other churches. I don't expect special treatment, but the lack of respect was shocking. I brought another service booklet job to them and spoke to Alex about how to submit the copy. I sent a draft PDF and received a proof the next day. There were several changes I needed to make, but was unable to on the proof they sent which was confusing to me. I made changes through adding yellow boxes with copy changes. I called the next day to check in and was told to redo all of the changes and send another PDF which took a lot of time after having done the changes before. I did it and sent it through the portal. I checked in again to make sure the changes had come through and to confirm when the project would be ready. I spoke to Kathy who was very condescending to me, treating me like I was asking for something unreasonable. I tried to say, I just need to know if it is possible for the project to be done before I have to leave town. She was vague and said we will try to get it done by 4pm. I said I can't go with try, it needs to be done as I have to leave town. She responded with "well a machine could break, so you should take your business elsewhere". I was completely blown away. We hung up and I went to see if the draft copy was usable, it wasn't. So nothing they provide me could I use. I discovered after my event that they had charged me $200.
Response from Alta GraphicsFeb 13, 2020
Kate, I am not sure what you're attempting to communicate. You sent a previous review where you expressed the same concerns and we responded - shown below. Essentially you were told that we do not have a 100% guarantee that something can be completed within less than 24 hours but we would do our best. You stated that was unacceptable and the order was cancelled. The only thing you have now added is a claim that you were charged $200. While we did more than $200 of work, we returned all your money via a credit to the same card used for your deposit within 3 business days from the date of cancellation. You paid nothing. While you have made multiple references to being married to the Episcopal Bishop of SE Florida, that does not impact our ability to be able to make 100% guarantees. We are honest about this with all people irregardless of who they are or how important they may be. HERE IS YOUR LAST REVIEW & RESPONSE I am shocked by the poor service I have just received. The owner, Kathy was incredibly condescending to me after I did everything they asked. I simply wanted to know if the order would be ready before close of business tomorrow and she wouldn't say anything more than "we will try our best". I said, please tell me yes or no as I have to get on a plane on Wednesday morning. She wouldn't and then told me to take my business elsewhere. I am married to the Bishop of the Episcopal Church of SE Florida and this company has received the business of many people in the diocese. Again, I am shocked and hugely compromised by this. Reply from Alta Graphics January 27 Kate, As you mention in your review, you were told that we would do our best to have your book produced to meet your deadline with a 24 hour production. We do not offer a "Guaranteed 24 hour production" because circumstances can occur preventing us from complying. You were being given an honest, accurate response. While we are sorry we were not able to meet your expectations, we believe honesty works better than improperly set expectations. We did turn your two requests for changes around in several hours with new proofs over the last few days. The product you ordered has a standard 2 day production from your approval and the best commitment we can make was the one you received to "try our best". With our company as well as others in our industry, it is a best practice to allow adequate production time. If you had started with final artwork that you did not need to change several times, you would have been fine. Unfortunately you did not approve your book until this afternoon with an expectation of a guaranteed delivery by tomorrow.: