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:12/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We purchased window tinting from this company. They completed part of the job with issues of quality and never completed two large windows. We were told that the bubbles in the window tint would fade with time so we gave some time for that to occur but bubbles and installation gaps remained. The company finally communicated in March of 2024 that the person we had been working with had been let go. ****** met with us and told us that he would replace the panels that still had bubbles or had issues from installation. He also said he would complete the upper windows when the window tint product came in as it was on back order.We communicated through email and waited patiently, checking in through ****** **** June, July and August. In August, ****** mentioned a different film that he could use to complete the upper windows. When I inquired about a date for the project, I received no response. I inquired via email several times and left messages with the company on their voicemail. We paid $11,859 for this project which was never completed.

• Initial Complaint

  Date:09/05/2023

  Type:Product 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.

  We are a veteran owned nonprofit seeking a refund for the wrap placed on our truck as the wrap started to dissolve in many places on the vehicle. The wrap's after care was exactly how Big Dog told us to take care of it. In the photos you will see where it is warping and peeling up. Their website states a 60 month Guarantee, we didn't even get to 12 months before we started seeing signs of the wrap peeling off. We have been in discussions with Big Dog for over a year now, they buffed everything out once for us and just this week said they would talk to us about resolution and take the wrap off. They are now not giving us any of our money back, this is super hurtful to our non-profit. We are looking to get our full amount paid back so we can use it to further our marketing efforts. We are also willing to split is at $3,000 so we can have some sort of resolution and not just walk away with nothing. They guaranteed this wrap for 60months and it didn't hold up. There should be some sort of resolution. Not just us walking away and them keeping all of their money.

  Business Response

  Date: 09/06/2023

  The customer was told to wax the wrap or use a matte detail spray. I have in text from the customer they didnt do anything but wash the vehicle. We removed the wrap for free. Sent the wrap into 3M. After review 3m came back to us and told us the customer never took care of it. The matte finish dried out and cracked. They did the analysis on the material and didnt detect any aftercare products in the material 3M came back to us, saying they would cover majority of the wrap and the customers out of pocket would only be $1500. We went to bat for the customer at first 3M said they werent going to do anything. We went above and beyond. The customers wife even stated on a recorded call that the only thing they did was wash it and not apply any after care products. Several months ago the customer came in claiming that he could see some fading. We did apply some treatments to the vehicle and told him he needed to maintain the wrap by adding a moisture oil protectant we even gave the customer the product so he could apply at home, and he never replied to the vehicle once

  Customer Answer

  Date: 09/06/2023

  
  Complaint: 20553217
  
  I am rejecting this response because: At no point were we told to put any kind of after care onto the vehicle wrap. It was emphasized to ensure the wrap was maintained by keeping it clean, we got a service to have the car washed. If we were told to place an ointment on the vehicle we would have instructed our cleaning team to make sure that happened. The order confirmation doesn't even have their maintenance instruction on it. Not a pamphlet or flier was given to us to explain what needed to be done other then to wash it and keep it clean.

  We started seeing issues with the wrap as of 6 months of being on, we informed Big Dog Wraps that we had issues with it as they stated in their response. 10-12-22 we emailed them to inform them that the wrap had a strange film on it and was looking old. They told us to bring the wrap in to have it "treated and buffed." After two days of their services the wrap went back to being flaky. (See emails attached). They gave us the run around for almost a year. They stated they gave us after care treatment to put on the wrap and we DID not get any ointment or after care treatments from Big Dog Wraps like they stated, untrue statement. There was zero product issued to us or even presented for us to purchase, leaving us in the dark. Their statement is simply untrue.

  It is a fact we did not put any ointment on the wrap because it was not a part of the after care instructions. Our wrap was taken off on 8/29 and their supposed results from 3M were back by our conversation with them on 8/31. Its hard to believe that a scientific diagnosis was completed that fast, but maybe possible. If 3M issued warrantee funds for the wrap we would like to settle with that amount. We have zero interest in getting our truck re-wrapped by Big Dog Wraps as a result of how poorly they have treated us thus far. 

  They stated we could have the truck re-wrapped in a DIFFERENT material for another $1400, I do not see how it is fair for us to have to pay a total of $6400 for a wrap that now has to be made out of a completely different material and something that we aren't interested in. Its not the look we originally went for.  In doing some research, many of their unhappy customers are unhappy due to not receiving a refund for their short comings or learning opportunities. I am hopeful we can turn this around and settle for $1400 off our paid in full service of $5000, issuing us a refund of $3600 so we can keep the advertising of our veteran owned non-profit running. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/25/2023

  Attached is the cleaning and care instructions we provide and go over with every client. If needed I can provide text messages and emails this was in fact sent over and resent over after the truck was brought in and we applied a wax to it which did help the finish quite a bit. And at that time we showed them what we used and that it could be picked up at ******* mart. The issue is we are up front with every client about our warranty. We have a 6 year warranty. 1st year there is 100% coverage labor and material replacement if it has any manufacturer issues which neglect is not a manufacturer issue. The wrap is prorated from date of purchase. S0 the manufacturer will take the total price and divide by 60 months to calculate what they will put forth in any materials to replace the wrap. That right there in it self means they will not cover the wrap 100%. The customer came in and said at all costs he wanted the wrap removed by said date. We were able to get that completed for them. At that time I walked the vehicle the passenger side and the front and rear seemed to be in good shape and it was the driver side of the vehicle that was severely damaged. I mentioned at that time did he always park the vehicle facing the dame direction and whenever it might have been left sitting for a period of time would it be facing the sun the same way. The client said oh yes it does. The reason nothing was replaced in the first year is again neglect is not covered under warranty. We had supplied photos to our 3M rep and tried to get a warranty covered but due to material shortages and in the middle of the Corona pandemic they denied it. In the end we did not charge the client the $595.00 for removal and clean up and we were not charging the customer for any materials or ink to fully reprint the wrap. We were charging the labor for installation. Our 3M Rep gave us a roll of material and laminate to cover this customers wrap. He had only stated and recommended that we use a gloss laminate this time not a matte laminate. So this is my last response to this claim. I have free material I am paying for ink out of my own pocket and merely charging the cost for installation and not making anything off this situation in hopes to make this client happy. Other companies would tell him to go pound sand would not have tried to clean up his wrap nor removed his wrap for free or come back with a 20% or less cost to have a brand new wrap installed and start over with cleaning and care! So that offer stands we will still do this if they elect to take advantage of that. Other wise I have nothing left to respond with. Please let me know if I need to send over text message threads and email threads.