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:10/15/2024

  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.

  On 10/5/24 i had a 1:30 appointment for window tint on 2024 4runner. I was told by the employee 5gat 5he tint would match all around the vehicle. After I saw the vehicle the windows do not match and the owner said to me in an email that I should tint the front windshield..for more $$ also there is a long scratch on passenger rear side of 4runner and i have dog hair in cargo area of vehicle. As I have seen 5he dogs run wild

  Business Response

  Date: 10/26/2024

  Dear Better Business Bureau,

  
  We appreciate the opportunity to clarify our efforts to resolve the issue raised by *** **** regarding the window tinting service provided on October 5, 2024. Our goal at DRIVE is always to provide the highest quality of service and to address any concerns that may arise. Below is a summary of our interactions with the customer, demonstrating our attempts to address their concerns and deliver a satisfactory resolution.

  
  1. Initial Appointment and Customer Feedback
  The customer scheduled an appointment for ******************************************* on their 2024 4Runner at 1:30 p.m. on October 5. After the tint installation, the customer expressed satisfaction with the quality and service. However, on October 6, the customer reached out, stating that the front windows did not match the rear windows as expected.

  
  2. Our Response to Matching Tint Concerns
  In our initial response to the customer on October 6, we acknowledged their feedback and explained the visual variance they noticed. We clarified that the factory-pigmented rear glass, combined with additional 20% film, would create a darker appearance. To achieve a closer match, we recommended replacing the front window tint with 5% film at no additional charge to address their concerns. We also offered information on how different light intensities and factors such as light entering through the windshield can affect the overall appearance. Despite multiple attempts to connect with the customer via calls and emails, we received no response to this offer.

  
  3. Allegations of Damage and Animal Presence
  It was only after we attempted to follow up and resolve the initial tint-matching issue that the customer raised new claims about a scratch on the vehicle and dog hair in the cargo area. These issues were not mentioned at the time of the initial complaint, nor were they observed or documented during our service. We always take precautions to protect the integrity of customer vehicles and our workspace, and we take these new accusations seriously. However, the absence of timely evidence makes it difficult to validate these claims.
  

  4. Our Commitment to Resolution
  We have continued to stand by our offer to replace the tint on the front windows with 5% film at no additional cost, which remains available to the customer. Our intention has been, and continues to be, to ensure customer satisfaction and maintain transparency in our services. We are committed to providing the best experience possible and are willing to accommodate any reasonable requests to achieve a satisfactory resolution.
  We hope this information provides clarity and demonstrates our ongoing efforts to address this matter professionally and in good faith. Thank you for the opportunity to share our perspective.
  

  Sincerely,
  The DRIVE Team