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:06/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Complaint: 23531220
  
  I am rejecting this response because it fails to take accountability for the clear and documented damage caused to my vehicle while it was in your care and does not offer a sufficient repair solution.

  Dear Eclipse Tinting and Graphics,

  I would like to clarify several points regarding the condition of my vehicle at the time it was dropped off, as well as the damages discovered after services were performed.
  While the vehicle did have minor, superficial scratches from off-roading specifically light, barely visible lines on the drivers side running from front to back caused by dry branches in November 2024 and a small paint chip on the lower frame of the driver door, these issues were disclosed to **** at the time of drop-off. The chipped paint had already been repaired by a detailer at Prestige Jeep of Longmont prior to the service, and I specifically asked that extra care be taken around that area. Despite this, the paint was removed again by Eclipse Tinting and Graphics.
  To address additional concerns:
  There is clear evidence of damage to the clips and surrounding areas, consistent with contact from a screwdriver-like object. Many clip centers are not properly secured to the vehicle. I even pushed one clip in myself in Erics presence at pickup; no explanation was offered at the time. The purchase receipt does not prove that the replacement clips were properly installed on my vehicle. I have additional videos and photographs documenting the condition of the clips.
  At no point was I informed that the fender flares would be removed for film installation. Upon closer inspection after pickup, I observed friction-like scratch patterns across all four fender flares, as if they had been placed face down on a rough surface. This type of damage is not consistent with off-road use and clearly suggests mishandling during the service.
  The rear fender, which I understand was not removed, now has two swirl-pattern scratches, likely caused by a rotating tool during the prep phase. This damage did not exist at drop-off.
  The driver side front fender flare is physically broken at the lower attachment point, damage that could only result from improper removal.
  The passenger side front fender flare has visible discoloration that was not present at drop-off. It appears as if a liquid sat on it, causing staining.
  Additionally, according to *********************** guidance and my independent research, plastic fender flares cannot be repaired. While techniques involving sanding and flame heating exist, they are not recommended,as they can cause permanent damage, including bleaching, haze, or chalking due to molecular degradation.
  I also remind you that the paint protection film installation was not performed to industry standards, which was verified by two certified **** shops. You acknowledged this by issuing a full refund.
  This situation has caused significant stress and disrupted my peace of mind. I was genuinely excited to pick up my vehicle, anticipating a joyful moment, only to be met with immediate disappointment due to the condition in which it was returned. When I expressed my concerns, **** dismissed them outright, which prompted me to cancel the rest of my day to seek a second opinion and begin researching my options for resolving the issue.Since your shop mentioned feeling taken advantage of, I believe its only fair to say that I feel the same. My new vehicle was damaged, your business has yet to fully acknowledge its responsibility, and what should have been a memorable and positive experience quickly turned into an ongoing and stressful ordeal to restore my car.
  Ive spent a substantial amount of time documenting the damage, consulting with certified professionals, and obtaining repair estimates. What has been especially disappointing is the lack of transparency and accountability. The damage was not disclosed when I picked up the vehicle,and my follow-up emails went unanswered. I even skipped a car show I had planned to attend, as I no longer feel comfortable presenting my vehicle in its current condition due to the shoddy workmanship of the wrap installation.
  I appreciate your offer to reimburse the cost of reconnecting the right front turn signal and replacing the hood insulation, but that is not the full extent of the damage. I am willing to forgo replacement of the back fender, as it was most likely caused unintentionally during the buffing process. However, I cannot forgo the replacement of the fender flares,as the damage is significant, visible, permanent, and negligent in nature.
  To help reduce costs for your business, I am willing to order the *** replacement parts, specifically, all four fender flares and the hood insulation directly from Jeep and have the certified shop replacing the paint protection film install them during their process. The current estimate for parts only is $2,971.71. This is a one-time offer to settle this issue prior to taking legal action. I believe I am being more than reasonable,considering there is additional damage such as paint damage caused by blade use that I have not requested to be addressed. I can provide dated photographs and third-party testimony confirming the condition of the vehicle prior to drop-off. This offer is available for a limited time, as my appointment for PPF replacement is scheduled in the coming weeks. I remain open to resolving this matter cooperatively.
  
  Sincerely,

  ****** ******
   

  *-certified shops and the ************************ The paint protection film was not installed to industry standards. The poor quality of the installation was confirmed by two ****-certified shops and X-PEL warranty department. As a result, the business issued a full refund for the original service.However, Eclipse Tinting and Graphics has not taken responsibility for the $5,981.26 (before tax) in verified damage. They have been provided with multiple photos and official ************ estimates. I have also offered to work with their insurance provider to resolve this.Resolution Sought:I am requesting that Eclipse Tinting and Graphics cover the full cost of repairs to restore the vehicle to its prior condition. I am willing to cooperate with their insurance provider if preferred.Additional Details:The business has not yet responded to my written request for resolution. I am prepared to take legal action if necessary.

  Business Response

  Date: 07/08/2025

  The vehicle was not in perfect condition when it was dropped off.  The customer showed me scratches in various places around the vehicle from "4 wheeling" in the mountains.  All 4 fender flares already had surface scratches on them before we started working on it.  The minor surface scratches that were on them can definitely be repaired by a qualified detailer, they are not "damaged beyond repair"..  We DID NOT re-use the factory clips, as they break once they are removed, we ordered the entire replacement clip kit for the fender removal and used everything we needed to replace the broken clips with new clips (happy to show receipts). We never touched the rear bumper OR the top, it is not possible that we caused this damage.  I understand that one of the turn signals was not reconnected, which resulted in a diagnosis and repair from Jeep, which I am happy to pay for.  I am also ok with paying for the hood insulation as it did give us a hard time when we had to remove it.  I am willing to help and work with the customer on this, but I feel I am being taken advantage of in this situation where the customer is blaming me for every spot on her vehicle that doesnt look perfect.  Just because she noticed it after the installation, definitely does not mean that it wasnt already there.

  Business Response

  Date: 07/17/2025

  If there is an open invoice at ****** Jeep for this amount, I will call them to arrange payment for the agreed parts only amount.  Please let me know when I am able to call them to make payment.

  Customer Answer

  Date: 07/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I attached the estimate from ****** Jeep of Boulder once again and they are aware eclipse tinting and graphic will reach out for payment. ****** Jeep of Boulder can be reached at *************, the invoice is under my account which can be found with my phone number, **************. Thank you for your prompt response. 

  
  Regards,
  
  ****** ******