Complaints

This profile includes complaints for D & L Window Tinting, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  D & L Window Tinting, Inc.

  10815 Pulaski Hwy White Marsh, MD 21162-1815

  
• 

  D & L Window Tinting, Inc.

  2200 E Joppa Rd Parkville, MD 21234-2806

  

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:03/24/2025

  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.

  Transaction date: March 17th, 2025
  
  Service provided by D&L: Tint removal from car's rear and side windshields to pass Maryland State Inspection.
  
  Amount paid: $150 in cash
  
  
  Reasons for complaint: After D&L finished servicing my vehicle, I was asked to inspect it. Walking outside, I immediately noticed the material on the interior door panels sticking up, as if pulled or warped, with the driver's side being the worst. I also saw a piece of my front windshield molding had been torn off, even though the windshield wasn’t involved in the tint removal. I pointed these damages out to the employee who returned my car. He left to get another employee, who I assume did the tint removal. This employee came outside, immediately defensive, denying responsibility and claiming the damage was pre-existing and would not be fixed. I had just bought the car a few weeks prior and thoroughly inspected it before purchasing, so I know the damage wasn’t there before. Realizing nothing would be done, I went inside to express my dissatisfaction. The front desk staff offered no solutions and had me sign a paper that later turned out to absolve them of any damage.
  
  I’m upset not only by the damage but also by their shady practices. When I first arrived, I was told tint removal would cost $150, but only cash was accepted, even though they advertise card acceptance online and have a sign by the front desk saying they accept cards. I also had to sign a waiver stating D&L wouldn’t be responsible for interior damage, suggesting vehicle damage is common and they’re avoiding liability. Lastly, I repeatedly asked the front desk for a receipt, which I didn’t receive until after the tint removal. This turned out to be the form I had to sign absolving them of responsibility for the damage.

  Business Response

  Date: 03/28/2025

  As we tried to explain to the customer, this is an ongoing problem with this year vehicle (2018 Dodge Charger). I have attached some references confirming everything we attempted to relay to Mr. *********. The panels were most certainly like this when the vehicle entered our establishment. As the customer stated, we did not perform anything on the windshield of the vehicle, yet in the same sentence, accuses us of clearly aged damage to that same area. It's preposterous at best. The customer almost suggests that we coerced him into signing paperwork. On the contrary, we do not begin work on a vehicle without our customers receiving, reviewing, and signing paperwork, that clearly states our process, policy, and procedure. Nothing "turns out" to be anything in the end. Everything is 100% transparent before any work is performed to a customer's vehicle. We have it clearly posted in both of our locations, that labor only jobs are cash only. This is not an uncommon practice, especially in the automotive industry. All businesses reserve the right to accept or decline forms of payment. This was also very well explained in this instance, and was established well before any work was performed. Quite frankly, Mr. ********* was given ample opportunity to review our removal procedure and disclaimer. He was informed both verbally, and in writing of our cash policy for labor only jobs. He was then also explained of the common issues with these types of vehicles, and his vehicle in particular. We haven't suggested anything. What we have done is provided our customer, Mr. *********, with all of the knowledge and precaution as humanly possible, and he decided to agree to all of the above. H e even overreaches, and accuses us of damage to an area of the vehicle in which we did not work. We deny these claims emphatically, and will not issue any refund and/or reimbursement.      

  Customer Answer

  Date: 03/31/2025

  
  I am rejecting this response because: No one at this business ever explained to me that dodge chargers have an issue with door panels peeling. I see that they left some attachments about that issue in their response to me on BBB (which may be what they are referring to), but this was never "explained" to me the day my car was serviced or after in any message or phone call. Also, from the response from who I assume is a manager or the owner, I can tell their defensiveness and poor professionalism has rubbed off on their employees. The employee that serviced my car gave no reassurances or peace of mind that the door panel was like that before they serviced it. They went straight to arguing and defensiveness, so how am I as a customer supposed to react? If this person had any professionalism or courtesy, they could have simple explained to me the issues experienced with dodge chargers or offer a solution to help me fix it instead of the lazy, poor attitude response of "We don't fix what we didn't do. That's on you". Really makes a customer feel like money was well spent coming to a place like that right? Better yet, if the damage was there before they worked on my car, how about making me aware of it before starting to work on it? No matter how you want to spin, in regards to the payment situation, it was a shady way of handling a transaction. Everywhere in your store says debit/credit is accepted but I'm told I HAVE TO pay cash for a tint removal. You may PREFER cash for labor, but being told I have to pay cash means that is the only option which blatantly contradicts what your store advertises about payments. Plus, making people sign a waiver before a service tells me you've had issues with causing interior damage in the past which I've also seen on plenty of the reviews online. And yes I did sign those papers saying I inspected my vehicle, but when I voiced my concerns and am essentially told not a thing is going to be done to address my concerns, what other choice do I have? The fact that all 4 of my door panels were peeling with the driver's side being the worst right after a service was done that could have easily caused the damage still leads me to believe this was their doing, but hey, I'm the dummy that went through with the tint removal from this place ignoring all the red flags. I could care a less about a refund, but I sure hope they start listening more to their customers rather than trying to argue away any problem they can. Everyone I have asked has had similar experiences with poor customer service and poor quality work for the expensive price at this place and I wish I would've listened to them before going, as well as the abundant low reviews this place has gotten. Once again, you offer no solutions to help a paying customer, just like your employees. I am certainly now one of those people who will never be recommending this place to anyone or ever doing business here again. I sure hope you do better.
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:05/09/2024

  Type:Customer Service 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.

  On 05/07/2024 I went to D&L to get my front driver and passenger side tint removed from the windows. The next day when trying to roll my windows down they were having a hard time budging to go down. Basically the window is off track. So I went there to inform them of the problem to see if they can fix it and he claimed it had nothing to do with them. Which it’s pretty clear it is if they removed the tint. I have already paid him for a future service to get tints back on in the near future. I asked for the money back for the future service and he said no and he also said for me to leave his shop or he will call the police. I wasn’t aggressive in anyway for him to feel the need to call the police. Which indeed shows he doesn’t want to take accountability. I just want my money back since they gave a bad service and I will no longer need them. The future service for the tints cost me $140 and I would like my refund asap. Even though small I will get a lawyer if need to. I have everything on video as well! Thank you

  Business Response

  Date: 05/17/2024

  On May 7, 2024 ******* ***** came to our establishment to have film removed from his two front windows. As a package deal, Mr. ***** was offered a discounted rate to remove his two front windows, providing he pay for their retint to be completed upon his inspection. Mr. ***** agreed to these terms and accepted the discounted rate for removal. Furthermore, Mr. ***** was given detailed instructions and disclaimers regarding the removal process. The removal of Mr. *****'s film was completed, in which no parts of the vehicle are dismantled, and his vehicle returned to him for his inspection. Mr. ***** was given ample time and opportunity to inspect his vehicle for any damages and/or discrepancies. Mr. ***** did in fact inspect his vehicle, and signed all of his paperwork stating the vehicle had been returned to him in the order in which we had received it. Once Mr. ***** left our establishment, he then proceeded to another shop for state inspection. There is no doubt that the state inspection shop would have needed to operate his windows to complete his inspection. Furthermore, there is absolutely no way to tell what measures were taken by the other shop while in possession of Mr. *****'s vehicle. At no time, prior to Mr. ***** taking his vehicle to another shop, did he contact any of our staff regarding any issues with his vehicle's windows. It was not until almost 24 hours later, and a visit to another automotive shop, that Mr. ***** returned to our establishment claiming we had damaged his windows. Not only was Mr. ***** adamant that we had damaged his vehicle, he was combative and threatening right from the start. He came back to our establishment, much like his complaint, threatening us with legal action. This entire interaction was captured and documented on audio and video recording. Mr. ***** was so combative, that he was asked to leave the property for the safety of our staff and customers. We will not be issuing a refund in the amount requested as this was part of a package deal in which Mr. ***** has already received substantial discounts for work already performed. Furthermore, if Mr. ***** would like to go to one of our other establishments like a gentleman and have the remainder of the package completed, we will honor that deal, as long as he can behave in a manner that is safe for our customers and staff. Unfortunately, our staff at this location does not feel safe with Mr. *****. Thank you.         

  Customer Answer

  Date: 05/23/2024

  This establishment is not telling the correct facts at all. I never went and got my inspection done nor did I go to another auto shop. I will be getting my inspection done Friday May 24, 2024 and once I get it, I can show proof of that date. I haven’t rolled my windows down from the time the untinting service was done until 20 mins before I came back to D&S to address the issue. Once I realized the issue with my window, I came straight to the last people to service my vehicle. I have everything on video and I was not at all hostile. 

  Business Response

  Date: 05/24/2024

  Mr. ***** has decided to change his story multiple times, depending upon who is listening. We have a reputation of going above and beyond for our customers. Even after Mr. *****'s abhorrent behavior in our White Marsh location, we still offered him to have the service completed at another location. Moreover. Mr. ***** signed paperwork acknowledging we returned his vehicle to him in the working order in which we took possession. We stand by our original agreement, and will not issue any refunds. 

• Initial Complaint

  Date:04/17/2023

  Type:Customer Service 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.

  I paid D&L almost $4000 to wrap my vehicle and tint my windows. They told me it would be a 7-10 day turn around time. At the 10 day mark, April 12th 2023,they called and told me my vehicle was complete. Upon arrival, I noticed that my windows had not been tinted as promised. They did very quickly rectify that. However, when I went to leave I noticed that both of my brake lights were not working. They checked the cameras after claiming they didn't work when I dropped it off, found that to be false and put in new brake lights that I had to provide as they would take no responsibility.
  Upon leaving that day, within 20 minutes of leaving a piece of my front bumper fell off. I took my car to the dealership,as D&L had closed, to have them help me put it back i ended up having to pay $150 to have it replaced as the clips that hold the piece on my car were broken could not be remounted to the car.
  On April 15th, I noticed that my wrap had begun peeling and bubbling in places but D&L was closed by that time. I took it back today April 17th to have them fix the wrap and discuss reimbursement for the piece of the bumper. They did a shotty job fixing the wrap & told me they would take no responsibility for the broken part, that they were the last ones to touch before it fell off, simply because I drove on the highway.

  Business Response

  Date: 04/18/2023

  Good Morning,
  Unfortunately, Ms. ******* has only provided part, of an already falsified account of our interaction. First, Ms. ******'s was promised her car would be returned in 7-10 business days, and that is exactly what was delivered. Upon arrival to retrieve her vehicle, Ms. ******* was immediately unhappy with the color SHE HAD CHOSEN. We explained that we had only installed the color that she had requested. Continuing, Ms. ******* was unhappy that her windows had not been tinted per her request. This was our mistake, and an honest mistake. We tried to explain that the vinyl department took possession of the vehicle, at the time of drop off. The tinting department had no time to perform their part of the job. Again, it was our mistake and we took her car back immediately to rectify the situation. After, when Ms. ******* left, she stated that her taillights were not working. She brought the vehicle back to us INSTANTLY. I stress INSTANTLY, as it will be relevant further on. We explained that we did not know why the lights were not working, as all we did was unplug them and then plug them back in. Regardless, we would gladly take a look at the vehicle, in an attempt to remedy the issue. Upon close inspection, it was determined the light shad been tampered with prior to our working on the vehicle. Aftermarket lights had been added to the vehicle, that were all sharing the same circuit. This can cause a draw on the lights themselves. Ms. ******* must have already known this was an ongoing problem, because she showed back up to our shop with two brand new bulbs. Consequently, this was the issue. How very convenient for everyone, Ms. ******* knew. When her vehicle was ready, Ms. ******* was given another opportunity to inspect her car. She did so, and left our establishment. This was on Wednesday, April 12, 2023. This was the last time we heard from Ms. ******* until Monday, April 17th. On Monday, Ms. ******* returned to our establishment claiming her wrap was peeling. After a thorough inspection of the vehicle, it was determined there was some normal lifting that can occur, and required minimal time to address. At that time Ms. ******* requested we modify the wrap from something different than previously requested. We agreed, and took her vehicle into the shop. All the while, there is still no mention of parts "falling off the vehicle". A ticket was generated for the labor included in Ms. ******'s changes, and the work was performed. At the completion of the vehicle, Ms. ******* then claimed when she left our establishment o the previous Wednesday, a piece had fallen off her vehicle. When asked why she didn't comeback or call, she claimed we were closed. This was absolutely false as we are open six days a week. Monday-Thursday 8-8, Friday 8-5, Saturday 7:30-4. Basically, there was absolutely no reason why Ms. ******* couldn't or wouldn't have let us know. She came back INSTANTLY if you remember, when her lights did not work. Are we expected to believe she wouldn't come right back when a piece fell off? I'm extremely confident that if Ms. ******* really left here and a piece came off, she would have surely alerted us sooner than FIVE DAYS LATER. It was further explained that there have been countless hands on the vehicle prior to us, and that the vehicle's condition upon arrival, was compromised in places. These were issues we fixed for Ms. ******s, at no further charge. Furthermore, you can see where someone had drug the front of the vehicle over something since it had left our establishment. Nothing we could say was good enough for Ms. ******s. The manager explained that he felt she was more upset about the color she had chosen and the window tinting not being complete when she arrived. She affirmed that was in fact true, but she still wanted to see the owner. When she met with the owner, the same information was relayed to her. She threatened us with a lawyer, and stormed out. 
  In all her haste, Ms. ******* walked out on a labor ticket in the amount of $250. She requested we remove parts of the wrap, exposing her car's original color. This generated a labor ticket in which Ms. ******* failed to pay. There was nothing "shotty" about the work completed to Ms. ******* vehicle. Repairs can happen with any laminate application in which an adhesive is involved. We stood behind our work and entertained her bogus claims that we did anything faulty to her vehicle. We fixed her taillights, even though it was confidently determined, the fault was in the wiring of the aftermarket lights. Ms. ******* is hell bent on punishing this company because of her decision in product color, and an honest mistake in not tinting her car immediately upon arrival. If Ms. ******* had lost parts off her car at the hands of our techs, she would never have 5 days without notifying our company. This is unfortunately a petulant way to be vindictive over a customer made decision. Regardless, if Ms. ******* can provide a receipt from the dealership she had perform the work on her vehicle, we will subtract that from her outstanding balance. This is not an admission of guilt, this is simply to rectify the situation as quickly as possible.