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:07/12/2024

  Type:Product 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 March 27, I went to the shop to pick out a wrap and be put on the schedule. The total cost was $3650. I wrote a check (Check #****) for $1825 and was given an install date of April 9-12. Long story short, it ended up getting pushed back one month. i dropped off my vehicle on May 12 and I received a call on May 13 that it could not be wrapped due to rusting inside the door frame and that my material would be sent back and refunded. That was on May 13. It is currently July 9 and I have yet to receive my money back. To clarify, my car was never wrapped. I paid nearly 2k and no services were rendered. I reached out 3 separate times (May 14, May 21 and July 9) about my refund (was told verbally on the phone he would be sending my money back) and was ignored each time. I also left a ****** review on July 10 to which *** responded he would give me a refund and never reached out to me or sent a refund.

  Business Response

  Date: 07/12/2024

  Wow!  It seems there's been a serious case of selective memory on your part. Let's set the record straight:
  

  The Deposit: Yes, you paid $1825, which is standard practice for a custom wrap job. The total cost was $3650. This isn’t news; it was clearly communicated from the start.
  

  Scheduling and Rescheduling: Your installation date was moved: We’re  apologized for this and you indicated it was not a problem...so sorry that schedules can change—unfortunately, we haven’t yet figured out how to control the universe’s timing.
  

  The Rust Issue: When you dropped off your Hummer, we discovered rust inside the door frames, on the doors themselves, around the wheels, etc.   You had assured us the vehicle was in perfect condition with no rust. Surprise! It wasn’t. We told you the rust had to be addressed first, as any reputable wrap shop would. You said you'd think about it.
  

  Special Order Material: You ordered a custom, non-returnable wrap color. This means exactly what it sounds like—special and non-returnable.   Despite this, we still tried to make it right by offering to wrap another vehicle for you. Clearly, no good deed goes unpunished.

  Refund Drama: Given that the material was a special order, our policy clearly states that there are no refunds for such items. This was communicated to you at the time of order. We’re not magicians; refunds for custom orders are simply not possible.
  

  Communication Attempts: You mentioned three attempts to contact us. Oddly enough, our records show multiple attempts from our side to explain and resolve this with you.
  

  We’re still more than willing to wrap another vehicle for you with the special order material you selected. If you prefer a refund, please be aware that, per our policy on special orders, this is not possible,  although you are more than welcome to come retrieve your roll of vinyl at any time.

  Customer Answer

  Date: 07/12/2024

   I am rejecting this response because:
  
  
  I was told verbally on the phone and have a screenshot of the ****** response stating that you will give me a refund. You clearly stated the two options were "pick another vehicle to wrap" or "you will refund me, send the roll back". There is nothing stating that the roll is non-refundable. I did not sign anything stating this. You told me several times that you would refund me my money. I attached a screenshot of me texting you 3 times asking about my refund and you did not respond. I stated on May 14 that I was clearly not interested in getting another vehicle wrapped and wanted a vehicle wrapped. When I came to the shop on March 27 YOU visually checked my vehicle and told me it was fine. I am not the professional wrapper, I did not know which spots to check. You being the professional should have known to check my doors. My vehicle was brought in and you did a walk around. The exterior of my vehicle DOES NOT have rust on it. I know nothing about vehicle wraps so why would I think to check the inside of my door frames? That should have been checked prior to you even accepting the job. 

   

  Again, you stated several times that you would be refunding me my money. I will file a small claims suit if I do not receive my money. 

  Business Response

  Date: 08/08/2024

  this was refunded.

  Customer Answer

  Date: 08/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.