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:15/01/2025

  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.

  I brought my brand new vehicle to Benchmark Glass in ********** for front and rear tinting and it was given as subcontract to ****** ******* without my consent which is the owner of **************. The worst tinting experience Ive ever had. ****** was aggressive and unprofessional after completely botching the job on my new vehicle. The tint had numerous uneven cuts and flaws, showing zero attention to detail. Also my vehicle was scratched and damaged. *** the owner of Benchmark Glass didnt provide any solution to this and basically they left me without money with scratched up windows and I have to re do the whole thing somewhere else. I was also intimidated by ****** and his wife ****** tried to stop him 2 or 3 times to coming at me. I am asking for a full refund and an apology!

  Business Response

  Date: 15/01/2025

  Resolution has been offered. Request was made to bring vehicle in to have tint removed to receive refund. During complaint there was no mention of any damage to vehicle. Tint is cut with machine prints for specific vehicle specification and was not cut incorrectly. 

  Customer Answer

  Date: 17/01/2025

  Complaint: 22812894
  I am rejecting the business's response as it contains false and misleading information, demonstrating a lack of accountability. I firmly request a full refund to resolve this matter without escalation to civil court.
  The business failed to disclose that the work would be subcontracted to **************, which resulted in substandard service and damage to my vehicle. Under Alberta law, this constitutes misrepresentation and a violation of transparency obligations.
  I requested that the job be redone from scratch, but they refused. The police advised me not to allow ****** *******, the subcontractor, to work on my vehicle due to his aggressive behavior, witnessed by my wife and others, and recommended requesting another technician. However, I was told no by *** the owner. The business's statement that "no damage was mentioned" is also false. I raised concerns about damage to my vehicle, which was only three days old. These damages to both the interior and exterior windows were caused by the tinter. Their claim that the tint was machine-cut does not address the poor quality of installation or subsequent issues.
  I have made multiple efforts to resolve this matter amicably, including proposing that another technician redo the work while I observe. This request was denied, further eroding my trust.
  Alberta law holds the primary business responsible for subcontractors under vicarious liability. Businesses are also required to disclose subcontracting arrangements and provide services that meet reasonable quality standards under the Consumer Protection Act. Failure to disclose subcontracting and deliver acceptable service constitutes misrepresentation and entitles consumers to a refund or a negative outcome in court.
  If a full refund is not issued, I will escalate this matter to Small Claims Court, seeking compensation for damages, personal stress, lost time, and legal fees.
  

  Business Response

  Date: 22/01/2025

  Please see attached response,

  Customer Answer

  Date: 23/01/2025

  Complaint: 22812894
  I appreciate the opportunity to respond to the business's statement. While I acknowledge their willingness to offer a refund contingent on the tint removal, their response essentially admits to: Subpar Workmanship: They have acknowledged that the tint on the front and trunk windows needed replacement under warranty. This demonstrates that the job was not completed properly. Failure to Disclose Outsourcing: They failed to inform me that the tinting work would be outsourced to a subcontractor. As per Canadian consumer protection laws, businesses must disclose pertinent details regarding the nature of the service, especially when outsourcing work (Consumer Protection Act of Alberta, Section 6). Unreasonable Conditions for Refund: Their insistence that I return for tint removal, even after such a negative experience, is unreasonable and impractical. Under Alberta's Fair Trading Act, customers are entitled to remedies when a service is not delivered as promised. Forcing me to revisit the business where I experienced intimidation and substandard service creates an undue burden. Additionally, the response includes inaccurate claims regarding my behavior, including allegations of threats, which I categorically deny, in fact intimidation was done from their tinter ****** *******, therefore have no confidence in their ability to resolve the matter professionally or without further issues. There is no reason for me to return to this business after their admitted failures. I request that the refund be issued within 10 business days, as further delays will only cause unnecessary escalation. This resolution ensures fairness and avoids further strain on both parties. 

  my e-transfer e-mail is: *******************************

  ************************************************

   

  Business Response

  Date: 28/01/2025

  Refund will be issued upon removal and return of product.

  Customer Answer

  Date: 28/01/2025

  Complaint: 22812894
  The business's insistence that I return for tint removal, despite the negative experience I endured, is both unreasonable and impractical.

  Under Alberta's Consumer Protection Act (formerly the Fair Trading Act), customers are entitled to remedies when a service is not delivered as promised. Requiring me to revisit a business where I faced intimidation and received substandard service imposes an undue and unnecessary burden.
  

  If this matter is not resolved with a full refund via e-transfer or cheque within 10 business days, I will be left with no choice but to pursue the following legal actions:
  - File a formal claim with Alberta Small Claims Court to recover the cost of the service, as well as any additional expenses incurred.
  - Report the business to Service Alberta for potential violations of consumer protection laws.
  - Provide documentation and supporting evidence to the Better Business Bureau and other review platforms to ensure transparency regarding my experience.
  

  I strongly encourage the business to resolve this issue promptly to avoid unnecessary escalation.
  Sincerely,
  **** ********
  

  Customer Answer

  Date: 12/02/2025

  I am writing to follow up on the status of my refund request.  As you know, I previously requested a refund and stated why I will not return to their store. I have yet to receive any communication or reimbursement from the business regarding this matter.
  Furthermore, I want to reiterate that I am no longer interested in returning to their store. Additionally, after a considerable amount of time has passed, the work in question has already been completed by another provider.  Therefore, a refund is the only appropriate resolution at this point since they admitted it that their initial job was botched and badly done. 
  Given that I have not received any response from the business, I am seeking clarification on the next steps in the Better Business Bureau's (BBB) process. Could you please provide me with details on what the BBB will do at this stage?  Specifically, I would like to know:
   * What is the typical timeframe for the BBB to investigate and resolve a complaint like this?
   * What are the possible outcomes of the BBB's involvement?
   * What additional information or documentation, if any, do you require from me to move this forward?
   * Will the BBB contact the business directly on my behalf, and if so, what is the typical process for this communication?
   * What recourse do I have if the business continues to be unresponsive or unwilling to provide a refund?
  I appreciate your assistance in this matter and look forward to your prompt response.  Please let me know if you require any further information from me.  Thank you for your time and attention to this issue.