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:03/06/2025

  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.

  In March 2025, I brought my brand-new ******* *** ***** to Unique Auto Tinting & Detailing, an ****-authorized dealer, for a full-body paint protection film (PPF) installation. I requested to observe the installation process, but was denied due to "safety reasons." The shop transported my vehicle off-site for washing without my consent.
  
  Upon return, I noticed visible damage to the convertible fabric roof. The owner claimed it was "just watermarks" that would dry out. I was again denied permission to observe the installation. A week later, I was informed that the roof was beyond repair.
  
  I consulted an authorized ******* dealership, where a certified detailer confirmed that the roof had suffered irreversible chemical damage, likely from inappropriate cleaning agents. The only solution was to replace the entire convertible top, estimated at $10,000 CAD.
  
  The shop offered to assist with repairs through their preferred dealership but failed to follow through. For over two months, they have not responded to my communications. I am also concerned about the authenticity of the PPF used, as I was not allowed to observe the installation.

  Business Response

  Date: 17/06/2025

  Subject: Response Regarding Customer Complaint – *** ******* ****
  Dear Better Business Bureau,
  We are writing in response to a recent complaint filed by *** ******* ****. We would like to clarify and present our position regarding this matter.
  At no point did our company cease communication with *** ****. On the contrary, we have consistently maintained contact with her, providing updates and reaffirming our commitment to resolving her concerns. Her assertion that we have not communicated with her is unfounded.
  As for the claim regarding damage to the ***** roof of her 2025 ******* ***, there is absolutely no evidence that this damage was caused by our team. *** **** was never permitted inside our wash bay area, as we strictly prohibit customer access to this zone due to insurance and safety regulations. These policies are clearly stated and enforced without exception.
  *** **** had additional services completed, unrelated to the roof issue, which remain unpaid. Nevertheless, we have expressed our willingness to assist with the ***** issue in good faith. However, her expectations for an immediate resolution are unrealistic given the circumstances.
  Due to the new model of her vehicle, the replacement ***** part must be sourced directly from Germany via our preferred ******* service center, as it is not stocked locally. We have explained the impact of recent tariffs and financial delays—such as outstanding dealership cheques and the balance *** **** still owes us—which have affected our ability to order the part promptly. Still, we have assured her that as soon as funds are available, we will place the order and provide all related documentation.
  For over 18 years, our company has built a strong reputation grounded in honesty, professionalism, and exceptional service. We have never received a complaint of this nature before. We value every customer and uphold our word, even in situations where we believe we are not at fault. Our goal has always been to resolve this matter respectfully and responsibly.
  It is unfortunate that despite our efforts, *** **** continued to challenge our integrity—including raising concerns with ****, our supplier for the paint protection film applied to her vehicle. Her concerns were unfounded, and after reviewing her claims, **** determined not to pursue the matter further.
  We remain committed to replacing *** ****’s ***** component as soon as it is available, and hope this statement clarifies the facts from our perspective. We kindly ask for the Bureau’s consideration of our standing and history as a reputable business.