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:08/22/2024

  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.

  Damage was done to my truck brand new 2023. I brought my vehicle in to have my pillars wrapped in ppf. *******, the owner ruined my pillars all four.He did damage to all them and he admitted to the damage and text messages that I have. I gave ******* the chance to make right on his wrong, and he chose not to. And to ignore the damage done

  Business Response

  Date: 08/22/2024

  ********************* (***) there are several points needed for clarification.  This customers claim dates to late 2023.
  
  First, our Company strives for excellence in both workmanship and customer service.  We value each customer as evidenced by the overwhelming positive reviews and repeat business over the last 4 years by many. Our services are performed by credentialed and certified flexographic installers.
  
  The first two jobs performed, as requested, were not done incorrectly.
  
  First, the **** vendor, who you personally purchased the pre-cut vinyl product from, did not provide you with properly sized pieces for your vehicle pillars.  After application,I pointed out that they were smaller in size and did not wrap around the sides of the pillars as you were expecting. This was not due to any fault of ours.
  
  I then suggested that if you wanted to fully cover the vehicle pillars that vinyl wrap would be a better option.  Out of sympathy to you I offered to apply the vinyl at no additional cost (both labor and material).  You agreed and I performed the work at no additional cost to what was originally agreed.
  
  Once completed, you noted a problem with seeing the wrapsair release channels when looking at the vinyl (extremely up close).  Air release channels are microscopic channels in the wraps adhesive that allow air to be removed during the installation process.
  
  You then asked if there were any other options available.  I said we could try using non-precut paint protection film because there is no air release channels.  The appearance would then not have the same orange peel characteristics that the vinyl wrap has due to air release channels. 
  
  I told you that there would be an increase in cost for the *** option if you chose to move forward with it.  After reviewing the cost together, we agreed on a mutually agreeable price for both the materials and work required.  I then ordered the required product and notified you once received.
  
  Note that up to this point you have never paid me for any of the services or materials noted.
  
  I ordered just enough material to keep costs within the agreed pricing.  Upon application I noticed that the *** was not adhering properly to one of the pillars.  I then decided to replace the *** in question.  Unfortunately, after removing this *** from this pillar I realized that there was not enough *** to complete the vehicle at that point.  This left one pillar unwrapped.  I then contacted you and asked that you come in person so that I could point this out. 
  
  After arriving you noticed a minor scratch on the unwrapped pillar.  Note that you were having this service performed to cover any scratches on the pillars and prevent scratches in the future which is the purpose of ***. I told you that I would be ordering the additional *** required at no additional cost to you and would notify you once arrived for application and job completion.
  
  You agreed to move forward and left with the vehicle.  Later you called and said that you felt that there were scratches likely underneath the wrapped pillars because of the one pillar that was left unwrapped.  I asked you to bring the vehicle back and offered to remove the wrapped pillars so that we could assess your concern together. You never did and said that you would be taking the vehicle to a different shop.
  
  Approximately one month later, you called to tell me another shop had replaced the ***.  I asked for the shop name to confirm service and findings. You refused.  Instead, you demanded $200. You also filed a police report. There was never cause for this action. The Officer agreed.  This was always a normal service matter that was easily addressed if warranted.  You never afforded me the opportunity to assess and address your concerns.  I have retained the text messages.  They indicate my willingness to address concerns if warranted. Your actions altered my work product.  Therefore, your claims and any photos taken by you cannot be substantiated as to source.

  Customer Answer

  Date: 08/22/2024

  
  Complaint: 22176639
  
  I am rejecting this response because: he damaged my vehicle and yet gives a run around. All photos show the damage and then him admitting to the damage. The work done after his shop was to cover the damages he did. He had every opportunity to meet me at the police station to address the concerns and see the damage he did. He did not meet me there and other actions were taken
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 08/26/2024

  Mirage Wraps stands by the response to the complaint as previously noted.