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:03/04/2025

  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.

  12/27/24 purchased window tint package for vehicle , 12/29/24 tint installed on vehicle, 01/04/25 sent pictures of tint with contamination between film and tint to Viper, dropped vehicle off for tint to be redone 01/05/25 for work to be done 01/06. Arrived to pick up vehicle 01/06 noticed chipped paint on driver door. Due to lack of daylight did not inspect work performed until 01/07. Waited a few weeks for application solution to dissipate due to cold weather and was not driving this vehicle since its a sports car in winter. Noticed rear window defroster grid on rear window damaged and scraped off in many spots due to Viper removing their original tint film to re apply tint on 01/06. I sent viper pictures of damaged defrost and more contamination behind tint. Viper stated they did not damage back defrost grid on rear window, and to contact dealership I purchased car from. I have pictures of their first tint application where defrost grid is not damaged, and after. They have since stopped responding to my inquiries about getting a glass company to replace rear window. (Only way to repair defrost grid on window)

  Business Response

  Date: 03/04/2025

  We appreciate the opportunity to respond to this complaint regarding services provided to ******** **** at Viper Wrap Studio & Car Detailing. We would like to clarify the timeline of events and the resolution that was already agreed upon with the client.
  Service Timeline & Resolution
  12/27/24 ******** **** purchased a window tint package.
  12/29/24 Tint was installed on the vehicle.
  01/04/25 The client reported contamination between the film and glass. We scheduled a reapplication of the tint.
  01/05/25 01/06/25 The vehicle was dropped off, and the tint was redone. At pickup, the client noticed a paint chip on the drivers door.
  Following Weeks The client later reported that the rear defroster grid was damaged after the tint removal and reapplication. He sent photos of the damage, and we advised him to consult the dealership for further evaluation.
  After further discussion, we agreed on a resolution to refund the original tint cost and issue a check to cover the cost of the rear window replacement and paint chip repair based on estimates obtained from reputable service providers:
  Safelite (Rear Window Replacement): $613.86
  Circuit Autobody (Paint Chip Repair): $50
  Refund for Window Tint: $677.74
  Total Check Issued to Client: $663.86
  The client agreed to this settlement, which was documented in writing. However, despite this agreement, the client has now submitted a request for an additional $750 without providing an explanation of what the amount is intended to cover.
  Our Position
  We have fulfilled our commitment by refunding the full tint amount and covering the estimated costs for the window replacement and paint chip repair.
  The client agreed to the settlement, releasing Viper Wrap Studio & Car Detailing from any further responsibility.
  The rear defroster damage was not caused by negligence on our part. Window tint removal, when done professionally, should not damage a properly functioning defroster grid. We recommended the client consult the dealership for further evaluation, as pre-existing conditions or weakened grids can be a factor.
  Conclusion
  Given that we have already issued a fair resolution that the client agreed to, we do not believe an additional $750 request is justified. We stand by our commitment to customer satisfaction, but we also have to ensure fairness and accountability on both sides.
  If any additional clarification is needed, we are happy to provide documentation and records of our communications with the client.

  Customer Answer

  Date: 03/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** ****