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:04/25/2024

  Type:Service or Repair 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.

  Veneton Auto Solutions performed a vinyl wrap job on my car on 1/17/24. After about a month, the wrap started to peel off so I returned to Veneton to have them fix the issue, they did. Now, I am having issues with the job that they re did and I can't get a call back from the business. They are refusing to honor their 3 month warranty and repair the faulty vinyl job they did to my vehicle. The job they re did was less than 3 months ago.

  

  Business Response

  Date: 04/29/2024

  Dear BBB,
  
  We hope this message finds you well. We are writing to address a recent review that has been posted by a customer regarding their experience with our shop. We feel it is necessary to provide some context and details to present an accurate depiction of events.
  
  Initially, the customer contacted our shop seeking a quote. We requested their name, the year make and model of their vehicle, and their phone number. Our secretary was informed of the desired service, enabling us to provide a quote. Subsequently, the customer mentioned they would call back to schedule an appointment.
  
  To our surprise, the customer called back using a different name but the same phone number, seeking a second quote for the same car and services. Despite this inconsistency, we agreed to offer them discounts at multiple stages, as per their insistence. An appointment was made, and when the customer arrived, they requested further discounts and expressed that they did not want certain parts of the vehicle serviced, yet still expected to receive the discounts. Our supervisor had to intervene and explain the pricing and reasoning behind the costs. To ensure we were aligned on services, a vehicle walk-around was conducted on the day of drop-off to eliminate any confusion and verify any pre-existing damage.
  
  Approximately an hour later, the customer called to confirm the requested services. It was agreed that the vehicle would stay overnight. On the day of pickup, the customer arrived with their mother and appeared satisfied. However, two months later, the customer contacted our office seeking guidance on how to wash specific vinyl pieces we had installed on their car. Our secretary advised them to use a gentle soap and water, cautioning against using a brush to prevent vinyl peeling or damage. Unfortunately, the customer reacted with frustration and abruptly ended the call, as witnessed by two of our employees.
  
  Shortly after, the customer called again, informing us that they had forgotten to mention the pre-existing vinyl peeling. We asked them to bring the vehicle in for evaluation, which resulted in the customer expressing irritation due to the travel distance required. Regrettably, they were dissatisfied with this request to inspect the issue. Subsequently, the customer requested to speak with the owner, who promptly contacted them and scheduled an appointment.
  
  During this conversation, the customer decided to include the previously omitted pieces. To accommodate their inconvenience, we willingly provided a discount, despite their ongoing dissatisfaction. Furthermore, 30 minutes after leaving our premises, the customer called again, seeking reassurance that the services agreed upon were being performed correctly. We took the opportunity to review the services with the customer to ensure their peace of mind.
  
  Unfortunately, while our technician was working on the mirror to redo the vinyl, the glass shattered. We immediately contacted the customer to inform them of this incident, expressing our apologies and assuring them that we would replace the mirror with an original part. To further address their concerns, our secretary decided to offer a 100% discount on the additional pieces the customer desired. However, even with these accommodations, their satisfaction remained elusive.
  
  Upon the customer's return to pick up the vehicle, the owner engaged in a conversation with them. On this occasion, the customer appeared happy, accompanied by their father. We conducted a thorough inspection, ensuring the customer's satisfaction, which they expressed during the examination. However, after a month had passed, the customer posted a review on ******* We responded to this review promptly. Subsequently, the customer contacted our business after hours, deleted the original review, and posted another one. In addition, they left a message via our after-hours line and submitted a review to the BBB.
  
  Given the events that transpired, we view these actions by the customer as unfair. We resolved the issue they initially raised and were always prepared to address any subsequent concerns. The amount of money they are now requesting for the job diverges significantly from what they initially paid, leading us to question the authenticity of their claims. It is important to note that our business policies, which the customer signed, state that all sales are final. Nevertheless, we still made accommodations to assist them. If the customer continues to pursue this matter, we may need to seek legal counsel.
  
  We appreciate your understanding and attention to this situation. Please let us know if you require any further information or if there are any steps we should take to resolve this matter.
  
  Thank you for your time and consideration.
  
  Sincerely,
  
  *********************************