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:11/01/2023

  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.

  First, the price quoted did not include stripping the tint off of the windows, when I clearly told them this was needed. There was no mention that it could ruin my headliner which is now falling down. There are stains on the upholstery in the back and looks like bleach stains on my front passenger carpet. There are streaks running down my doors. And they did not say one word to me about any of this when I picked up the vehicle. When I called, they told me that they were not stains, they were moisture marks and they would go away. Which they have not. They also blamed the headliner on my vehicle's age And tried to tell me that it was like that when they received the car. I called corporate number they called me back gave me the exact same line of BS. So now it's going to cost me $600 to replace my headliner and upholstery.

  Business Response

  Date: 11/02/2023

  The customer brought to our attention the issue with the headliner and the C-pillar "staining" of the car after he got home.  He was told by the manager on duty that the moisture from steaming off the old tint and the condition of the headliner caused it to fall but that if he would like to come back in we would look at all of his issues and address what we could.  He didnt want that and hung up.  He called the Franchise # the next and I (the Owner) called him back the next day to explain that some of the issues can happen but that again if he would like to bring the car back in we would address what we could with the issues he had, he didnt want that and basically told me that everything needed replaced and that it was going to cost him $600 then hung up.  Some of the issues he is complaining about didnt seem to be from us but we told him to bring it in and we would look at all of it and discuss it.  As for the complaint of no communication on the cost of the removal of the film, this is going to be a he said she said unfortunately.  I know that my staff is very diligent on explaining the type of tints we offer and that if we have to remove film that there is a charge even to the point of if a car comes in and the customer didnt realize there was tint on it we go back to them to let them know there is a charge for the removal.  When he picked the car up and the total was given to him there was no question on the price and he was even happy with the manager.  Obviously after he got home and he found the issues he proceed to have more issues.  We still stand by the fact that we will address any issue that is our fault but he needs to bring the car back into us for us to try to correct the issues.  We have also discussed the issues that resulted from this customer with our tinters to prevent issues like this in the future. 

  Customer Answer

  Date: 11/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will have to be satisfactory to me as the business has no intent on refunding any portion or accepting responsibility.  
  
  
  
  Sincerely,
  
  
  
  ***** ******