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:03/17/2025

  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.

   
  Complaint: 23079482
  
  I am rejecting this response because:
  

  To whom it may concern,

  Thank you for providing the opportunity to find a resolution regarding the complaint made on 3/17/25. I am looking forward to finding a fair and just resolution of high standard and professionalism. 

  Auto Design Pro suggested I could keep the wrap on my car a few more years instead of removal; **** said the wrap was healthy since I only had the wrap for a little over a year. He noted the roof had some pollution but said would not affect the car paint at the time. Despite this, I decided to remove the wrap with Auto Design Pro still - They accepted to remove all car wrap; I asked for them to remove door handles wrap, antenna wrap, mirror cap wrap (which are still covered in black wrap), foot door stickers, and freshly-installed foglight/headlight stickers I put myself. (I repeatedly told them NOT to remove the taillight stickers because I enjoyed as they were). I asked the, to charge me for all these services and I agreed upon the price he offered and pain in cash like he preferred.

   

  The morning of pick up, they kept postponing the time I could come in because they kept forgetting to do the removals I requested. I understood and told them to take their time. He kept asking me what services I asked for (I have text message proof).

   

  Upon arrival, I noticed they did not remove the doorhandles wrap, antenna wrap, and mirror cap wrap like I asked. **** suggested I keep them since it made the car look better. I agreed. He then took me and my witness to his office to go over payment.

   

  The transaction was amicable and no problems occurred. I brought cash payment as **** preferred. **** explained to me how he polished the roof of my car because of yellowing, despite him saying previously that it was not a concern. I believed him because he said he was helping me and said it was out of courtesy. I as appreciative and thanked him for his generosity. I was happy.

   

  Once I entered my car, I was shocked that my car smelled like marijuana; especially because my car was still New and I do not smoke. Despite this, I decided to let it go since he gave me a "free roof polish". Few hours later, I noticed may twilight was chipped/broken and decided to go back to let him know and tell him about the smell. He claimed to forgotten to tell me and tried to convince me that I broke it despite the deep concrete marks on the broken edge. Then gave me an odor deodorizer. 

   

  **** claimed that this was a severe removal; the wrap had only been over 1 year old and he claimed it had a few years of life left. ****** claim notes "yellowed headlight tint"; I have evidence that is not accurate. **** claimed he gave me a discount; it was the same agreed upon price and claimed to give me extra services "for free" **** claimed that I did not want to pay; he consistently tried to up-sell me on window tinting and even said I would go to Auto Design Pro in the future and was thankful for their services. **** claims he declined paying for a twilight, and insisted that I had broken it myself due to shutting the trunk (there are deep scuffs on broken part that do not correlate with closing a trunk; it is a straight clean cut). ****** claims on yelp reponses indicate that he offered to pay for the damages, then claimed he did not (the comment has been removed).

  Finally, **** claims that no one worked inside my car. I have a photo that **** sent me that clearly shows a man inside my car (and he unscrewed unrelated parts of the inside of my car that have nothing to do with wrap removal). The claims and responses made by Auto Design Pro show that their story is inconclusive and suspicious.

  As for the mold and water damage, this is clearly coming from the loose spoiler they attached with tape and from the trunk that is misaligned (I have a photo) and from the tailight. The trunk has a gap on the left side, whereas the right has no gap. It is clear to see it was incorrectly bolted down. Additionally, the fabric lining in the trunk did not allow for water damages to be noted in time, which is why this has been a persistent and unresolved issue due to Auto Design Pro's careless labor.

  I do not appreciate the claims made against me, as I have many things to do with my time instead of "falsely accusing people of a marijuana odor in my car". I do not appreciate the accusations that I did not have the funds when he told me to bring cash (I brought my debit/credit cards too; text message & phone calls). I also do not appreciate false claims upon my character when there is visual evidence of the neglectful work done on my car. Due to shoddy labor and illogical claims, I do not want to suffer health conditions from breathing in mold as I have asthma. 

  Despite this, taking this matter to the BBB was the viable step as **** claimed harassment despite having multiple evidence and a witness.

  I would like to find a resolution and mediation, if necessary, to address these issues. I look forward to collaborating with those necessary to ensure justice.

  Sincerely,
  
  ***** *****

  d it out). I am asthmatic and believe I developed breathing problems because of mold. I paid before getting access to my car, his children were there and it was a smooth transaction. He lied on the Yelp response that I refused to pay. He is being dismissive and disrespectful; his Yelp responses do not make sense with what I have reported. He said he gave extra courtesy services for free but I believe it was to cover up the damages made. (I have text messages and time stamps).The business was to remove the car wrap from my vehicle. The business did not attempt to resolve the problem when confronted and told me to pay for the car parts they broke. Now they are falsely saying that I rejected their offer to pay for parts and falsely accusing that I did not want to pay. There was no conflict. Additionally, he claimed that I broke my car and that I lost screws. I found all missing screws under the spare tire; they did a sloppy job and my ******************* are unattached.

  

  Business Response

  Date: 03/21/2025

  Response to BBB Complaint #******** AUTO DESIGN PRO
  
  
  To whom it may concern,
  
  
  Thank you for the opportunity to respond to the complaint filed on 3/17/2025. At AUTO DESIGN PRO, we hold ourselves to a high standard of professionalism and transparency, and we are committed to addressing customer concerns respectfully and thoroughly.
  
  
  The customer brought in a vehicle for vinyl wrap removal only. The wrap itself was heavily weatheredcracked, discolored, and dryand both the headlight and taillight tints had been installed through DIY methods, which were clearly visible and confirmed during inspection. These materials were already deteriorating, and any resulting imperfections cannot reasonably be attributed to our professional removal process.
  
  
  Despite the condition of the wrap and tint, we extended multiple courtesy during several discoveries on severe removal services. WHICH IS ALL OUT OF ********. Which she said to ***, the manufacturer of the Wrap or Tint manufacturer that was on her tail light and headlight for reimbursements

  We still completed her request and extra Since she did not have the funds to pay for the discoveries we found which she fails to provide screenshots of.

  Free removal of yellowed headlight tint
  Free removal of brittle, cracked taillight tint
  A polish on the hood and roof area to reduce The yellowing appearance of residue On her beautiful white paint job from aging adhesive
  A significant discount, reducing the overall service to amount for just the Wrap Removal after customer provided us to take our time if needed after discoveries.
  In reference to the text . Yes, After the accusations, we did offer that if she bought herself some new screws and clips. That we would have gladly install them free of charge. However, the customer instead requested that we replace the entire taillight assembly, which we respectfully declined, as the damage to that component was pre-existing and not caused by our services. While we remained willing to help with minor hardware reinstallation, we could not assume responsibility for replacing parts unrelated to the scope of our agreed-upon work.

  
  Its important to note that in the automotive customization industry, disclaimers regarding aftermarket parts and DIY installations are standard practice, and most reputable businesses operate with similar policies to limit liability for prior modifications that fall outside the scope of professional control.
  
  
  The recent discovery of mold or flooding issues was not mentioned until over a year after service, and according to her own statement, was only brought to light after a visit to the local ***** dealership. It is important to note that in the time since our work was completed, the region has experienced multiple severe rainstorms, making it nearly impossible to determine the source or timing of any water intrusion. It would be unreasonable to attribute these new concerns to a wrap removal completed so long agoespecially without consistent follow-up or inspection during the interim.
  
  
  Lastly, we feel compelled to address the unrelated and unsubstantiated claim that the vehicle smelled of marijuana. While inappropriate and unrelated to the service performed, we still provided an odor neutralizer as a courtesy gesture to ease her concerns.
  even though we do not work on the interior of the vehicle and only on the exterior while vehicle remains shut.

  
  Resolution:
  We are disappointed that the customer has chosen to present the situation in this manner, especially after we provided above-and-beyond service at a reduced cost. Nonetheless, we remain committed to finding an amicable resolution and are open to further mediation through the BBBs decision 
  
  
  AUTO DESIGN PRO continues to uphold strong ethical standards and values our relationships with all customers. We stand behind our work and are confident that our services were delivered professionally, fairly, and in good faith.
  
  
  Sincerely,
  AUTO DESIGN PRO
  ******************************************
  **************
  
  
  

  
  

  

  Business Response

  Date: 04/02/2025

  From: Auto Design Pro <****************************************************************************************>
  Sent: Tuesday, April 1, 2025 10:46 PM
  To: info <**********************************************************************************************>
  Subject: Follow-Up Response to BBB Complaint #******** AUTO DESIGN PRO

   

  #******** AUTO DESIGN PRO

   

  To whom it may concern,

   

  Thank you again for the opportunity to provide further clarification in response to this complaint.

   

  We acknowledge the screenshots and statements provided by the customer. If possible, we wish that the client can share ALL her screenshots per our conversation via text to better assist and resolve this issue.

  we appreciate the opportunity to respond to the context behind what beneficial to her standpoint. Our communication history clearly shows that we were transparent and responsive throughout. At no point did we refuse to assist; in fact, we explicitly offered to install any replacement clips, screws, or minor hardware free of charge, had the customer chosen to provide them. We remained available to help and continued offering solutionseven after the original service was completed. 

   

  Unfortunately, the customer chose not to follow through on those offers. Had she provided the simple replacement parts, the matter could have been quickly and easily resolved.

   

  As part of our wrap removal process, we performed standard exterior disassembly limited to the taillights, door handles, and rear spoilera necessary procedure to ensure a clean, professional result. All parts were reinstalled properly, and the customer was informed of our company disclaimer policy, which she acknowledged prior to work beginning. This disclaimer outlines that AUTO DESIGN PRO is not liable for aged or weakened components, such as brittle clips, worn gaskets, or factory adhesives that may deteriorate due to weather exposure or heat-related stressespecially in *********** high-temperature zones.

   

  The customers original invoice also clearly states that the wrap installation carried NO warranty, as the vinyl materials as vinyl was not purchased through Auto Design Pro. We were transparent about the expected short lifespan of that material and advised her accordingly. Similarly, the taillight and headlight tints were visibly installed using non-professional methods by them , and the deterioration we observed was consistent with age and DIY product failurenot any damage caused by our team. 

   

  We also want to address the customers mention of bringing a witness during her visit. While we initially chose not to mention this aspect out of professionalism, we now feel its important to clarify that her witness was her boyfriend, who entered our facility in a threatening and aggressive manner, demanding full reimbursement for hardware and a new taillight assembly. we tried to explain that we barely charged her for uninstall and reinstall of any items and a lot of the free polish on the yellow yellowing of her roof from adhesive residue burning into the paint surface.

   

  He continued to use threatening manner and a raised tone and made it clear he expected us to cover all costs. Rather than escalate the situation, our staff respectfully disengaged and allowed them to leave peacefully. Less than a month later , a negative Yelp review was posted with the mentioning of the marijuana smell. no further communication was made until this BBB complaint.

  we would like to also inform the BBB that our facility was closed the month of April and May due to a vehicle that crashed into the building and sustained high damage to the facility. The facility was closed and was not reopened until Construction was completed.

  AUTO DESIGN PRO sustained an amount of loss due to driver not carrying insurance. 

  we believe that this mightve knocked us off our feet on follow *** and we do apologize for the inconvenience.

   

  Lastly, the recent claims of flood damage and mold were made more than a year after our service. During that time, the region experienced several major storms and harsh weather patterns. No evidence has been provided to show a direct connection between our service and these new issues, and there was no communication from the customer during that entire year. It is not reasonable to hold us liable for weather-related wear, water intrusion, or lack of follow-up action.

   

  We stand by our service and communication throughout this entire process. Our team went above and beyond, delivering high-quality work, offering free support, and maintaining transparency every step of the way.

   

  AUTO DESIGN PRO has served the Bay Area for over 10 years, and is proud of the ethical, honest, and professional service we provide daily.

   

  We remain open to continuing this discussion through the BBB and are confident in the fairness and integrity of the services we delivered.

   

  Sincerely,

  AUTO DESIGN PRO

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

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

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23079482
  
  I am rejecting this response because:
  

  I would like to set up some times to discuss through mediation.

  I will bring the screenshots, photos, and videos you are asking. The witness did not talk to ****; much less, **** does not know the relationship with this individual again with the lies. The witness told me calmly to asking clarifying questions of what I observed because **** continued to lie about the smell and damages; and **** would not say anything else, so we left peacefully as the whole conversation was. No one spoke in an ill manner or aggressively, not even ****. I believe his sons would remember or be traumatized if aggression occurred prior to their karate lesson.

  The Yelp review was posted 4 months after AUTO DESIGN PRO neglectfully provided labor; this was emotionally devastating and took time for me to process. With the water damages, I will attach photos where Auto Design Pro did not correctly put my car together and then lied on the BBB post claiming no one was inside my car and in fact, doing something that had nothing to do with car wrap.

  
  Sincerely,
  
  ***** *****