Complaints

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• Initial Complaint

  Date:02/16/2023

  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.

  **** ******** came in and did our window tinting on our downstairs windows facing east and two of our upstairs bathroom windows. Total paid was about $1800 for 8 windows.
  First time *** ******** got done he asked me to inspect and it appeared to look good besides the big bubbles in the tint that *** ******** assured me would bake out. Once the lighting changed through the day and we could see the cuts around our alarm fobs more clearly we could see that that the cuts were bad and there was a lot of light seeping through.
  We informed *** ******** and he said it was very hard to cut around the alarm fobs. I let him know that he should have told me this as I can remove the alarm fobs. *** ******** still did not want to redo the windows that were affected (3) but with some persuasion he finally did and I removed the alarm fobs and the tint was redone. Much appreciated.
  A couple of Months later my wife noticed that there was a fruit fly that had been left under the tint on one of the bigger windows and is now stuck in there. Not a nice sight and was not noticed previously by us as the bubbles drew your eyes but no as they are starting to bake out it is obvious.
  I informed *** ******** that we would like the bug removed but he let us know that he would not redo that window as he would have to replace all the tint and retint to do so. He said I should have noticed it when I inspected the Window and that there was a lot of flies in our house and he could not help that. I told him if that is how he felt he should have let me know and we would have rescheduled. I asked him how he did not see the fly and he admitted that he did but did not mention it as he did not want to redo the window as it was $70 in film. I told him I could pay for the film but he said he would like $450 to redo the window. Obviously he does not stand by his work and we are very disappointed. At this point we just want a refund for the one window - $450 as *** ******** informed us it would be to fix.

  Business Response

  Date: 03/08/2023

  Here is my response to the above sited complaint:

   

  The original install date was 10/27/22. It took ** **** 3 months to the day to complain about a minuscule bug in an oversize pane of glass.

   

  ** **** carefully checked the job, approved the job and paid us by check.

   

  Fruit flies were buzzing all over the house. They were in the kitchen, buzzing around the daughter's high chair, and in the living room. They are attracted to the windows in an effort to get out.We killed 3 of them while in the process of installing the window film. As it was, I had to re-do one of the kitchen windows because a fruit fly got under the film during install. 

   

  We work in some pretty dirty houses and have to contend with flying bugs, pet hair and dander, roaches and filthy windows. Sadly, it's all part of the job.

   

  The piece of glass *** **** *s referring to is 72" x 74" = 36 square feet of glass.The install was done in 1 piece without seaming the film.The bug in the film is minuscule.

   

  As far as the cuts BEHIND the alarm fobs, in my professional opinion, they were within tolerance. The alarm fobs were in the way of the install. ** **** was dissatisfied with VERY SMALL light gap BEHIND THE FOBS. ** **** removed the fobs and I came back a third time to re-do the tint. It is not my policy to start messing around with a customer's alarm system.

   

  As far as the charge of $1891.00, ** **** neglected to say that the service included removing the old film AND installing new film. The old film had to be scraped off requiring the labor of three men. Also, we were there all day.

   

  *** **** paints me as a shoddy installer and someone who does not stand behind his work.Quite to the contrary, I was at the customer's house 3 times trying to satisfy him. I strive hard to make sure the customer has a positive experience.I have a 4.9 rating with Google and a 5.0 rating with Home Advisor / Angie Leads. I have been in the window film industry since 1993.

   

  DESIRED SETTLEMENT:  We will come back AGAIN and replace the film on the window in question for $350.00. This replacement will require scraping the old film off and scraping off  every spec of optical grade adhesive and will require 3 men to install the new film

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