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:03/08/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 October 24, 2022, I brought my 2021 Dodge redeye hellcat charger to sundown wraps in St Augustine. The owner ****** advised I would have to pay a deposit of $350 and the remainder when picked up. I gave him my debit card and he charged the full amount $3,888 and not the deposit. He claimed it was an accident. ******* kept my car for a week and a half before he called to tell me it was completed. At which time he advised that my car would be in the parking lot with the keys in it for pick up. When i picked the car up I noticed it was already peeling and some of the vinyl did not extend far enough on the vehicle to cover all of the surface area. No one was in the shop for me to advise of the issues so i took the vehicle home and sent ****** a text advising him of the issues. I sent him pictures and videos. A week later i finally received a response after I disputed the charge with my bank. ****** advised that he had been in the hospital, but he is out now and currently on vacation but that I could bring the vehicle back to have it repaired. I asked him what day and he stated he was unsure when he would arrive home from vacation but would let me know. I didn't receive a response until the bank removed funds from him to credit to us after their investigation. ****** disputed this and the bank again removed the funds from our account. ****** has since been sending us threatening messages over text and Facebook. When trying to resolve the issue, ****** leaves our messages on read and does not respond. We have tried to resolve the issue but have been met with zero results. The wrap has damaged my car and is bubbling in addition to areas exposed. We have even taken the vehicle to another shop to have them assess the work and will attach findings. Right now, all we want is our money back. We tried to resolve and have it fixed but with the damage we no longer trust ****** to have possession of our vehicle.

  Business Response

  Date: 03/27/2023

  To Whom It May Concern:

   

  Thank you for reaching out to me regarding the complaint ********** filed against my business, Sundown Wraps.  There are many incorrect responses in the complaint from the customer.  I do have a paper trail (text and hard copy) of the conversations that were held between me and (mostly)the female customer.

   

  1.            The deposit was to have been $1944 (half of the vehicle wrap cost), not $350. I emailed the customer the invoice which allowed the customer to designate the amount of deposit to pay.  SHE incorrectly entered the wrong amount. 

   

  2.            I was most certainly in the hospital after suffering a massive heart attack, followed by open heart surgery (CABG x 3-triple bypass) and remained in the hospital for over a week.

   

  3.            I was NOT on “vacation” as she stated.  I returned to the shop the week after I returned home and asked the customer to bring the car to the shop for me to take a look at it, as I could not tell much from the photos she sent. This was the case until she finally brought the car back to the shop for me to inspect on Friday, March 10, 2023 (yes, 5 months later).

   

  4.            On Christmas Eve, 2022, I noticed that the money she paid for the wrap had been taken by ********** from my account, thus causing other payments to bounce. I disputed this with **********, sent them screenshots of our texts, and they made their ruling based on the correspondence proof we offered, proving that I kept asking her to bring the vehicle to the shop so that we could resolve the issues.

   

  5.            For the past 5 months, we have directly corresponded via text, since they wouldn’t accept my phone calls; therefore, I have proof in black and white that I have offered many times to help make the situation right.  The husband even insisted that we only text so that he can have proof  of what has actually transpired.  

   

  6.            I have never made a threat, only offered to correct the situation.  In some of the texted correspondence, you can even see where she deleted her responses in the thread.

   

  7.            They have had their friends (who have never even been my customers) leave 1 star reviews and poor written reviews on social media.

   

  8.            The wife has stated that all of this (refunding of money, encouragement of poor reviews) is the result of her husband being a “Hot Head.”

   

  9.            She brought the car to the shop on Friday, March 10, 2023, 2 days after they complained to BBB.  I offered to remove the wrap and refund $2500 (cost of labor), and she asked for us to wrap it in a different color (experiencing Buyer’s Remorse).

   

  10.          I noticed that some of the edges of the wrap were peeling as a result of the car having been driven through a mechanical car wash. 

   

  Sincerely,

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

  Sundown Wraps