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Exclusive Paint Protection
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Exclusive Paint Protection's headquarters and its corporate-owned locations. To view all corporate locations, see

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Exclusive Paint Protection has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:08/10/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Car was initially picked up after service was performed on May 29th for a tint job on a 2019 Aston ****** DBS Superleggera. Reported tint issues on May 29th 623 PM about bubbles being found with tint. ***** from Exclusive said it takes a few weeks to fully cure. June 1st I reported damage I found to a part on the car ***** had said he would order replacement for - that was fixed. June 15th I reported the bubbling was getting worse after 2.5 weeks. ***** offered another attempt to fix so I brought the vehicle back on July 10th. Car was picked up again on July 12. Visible bubbling was still there when I had picked it up and ***** stated if I was not happy I could bring it back for them to remove the tint and get a refund. July 20th I emailed ***** and said: *****,Unfortunately, your 2nd attempt to replace the tint your shop did isnt working out. Pictures below. I have also discovered significant damage to the table leathering below the rear window (circled) from the heat tool used. Along with that, 2 panels (gloss black) on each side of the car are cracked and 1 side has heat damage again from whatever equipment you used. I cannot waste anymore of my time bringing the car up there to have another disappointing result. I am extremely irritated and unhappy. You advertise: You want to keep your new car looking like new and each time Ive picked it up something is damaged. Better respect should be taken for the caliber of cars that your shop services because your advertising is far from what you offer. ***** did not respond. So I emailed again on 8/3 and said:*****,If my previous email below sent a few weeks ago did not make it to you or was not clear, I am requesting a refund.Failure to process will result in me exploring alternative avenues to seek reimbursement. Your 2nd attempt to fix the work resulted in the same result and further damage to my vehicle as provided via pictures in my previous email.I have not received a response from them.

      Business Response

      Date: 08/10/2024

      All the information provided by the client is consistent with the facts. I want to add to the dialogue that I communicated to the client the difficulty level in generating the desired result on more than one occasion and that this particular vehicle does not provide adequate space to generate the desired outcome. The second attempt to resolve the issue initially involved bringing a specialist from the film manufacturer; this did not materialize as the proposed date 
      did not work for the client. 
      Regarding the advertisement alluded to, this is consistent with our paint protection film services, which are, in fact, our core business. I offered to resolve the defective paint protection film installed elsewhere to a standard the client would have been pleased with to appease the subpar window tint work provided. With paint protection film as our area of expertise, I was confident we would have delivered such an outcome. 
      It was never my intent for the client to have had the experiences that he has had, and I sincerely apologize. I am prepared to provide the requested refund.

      Customer Answer

      Date: 08/10/2024

       
      I am rejecting this response because:
      I have not received a refund nor have I received an explanation of how or when I will receive the alleged refund on card. I am not comfortable closing out the case until I have received the alleged refund in full. 

      Business Response

      Date: 08/19/2024

      I will instruct my bank to initiate the refund and provide documentation accordingly on Monday August 19th. 

      Customer Answer

      Date: 08/22/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

      Thank you. 

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