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:08/14/2023

  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.

  I purchased a window tint for my car. From my experience with the same business, a window tint has natural flaws. I usually return after to have the window tint replaced because of the warranty that was issued with the window tint. I noticed flaws which are called bubbles, and soon returned to have the window tint replaced. I had to return to replace the window tint a third time for bubbles on the window tint. I need assistance have the window tint replaced according to the warranty that was issued. **** is the person I communicated with within total eclipse. I only have one more window to replace which is the rear window. The date of my first appointment was August 2, 2023. **** gave me a good price, but when I returned to replace the flaws that were present with the window tint, everything failed to be completed. Only after I kept communicating with the business for a replacement.

  Business Response

  Date: 09/18/2023

  Good afternoon.

  We are surprised to hear about this customer complaining, given the fact that the last time he was here (out of the 3 times that he was at our shop) he said he was satisfied with our service and even told us he would come back with his next vehicle.

  This customer showed up trying to claim a warranty for something he is still calling "bubbles" (although we spent more than 3 hours explaining those were not bubbles, but something else that is not covered under warranty). Although this was not covered by our warranty, we agreed to replace pretty much all of the windows on his vehicle just to make him happy. He agreed to it and still kept coming back and asking for us to replace even more windows. Each time he came in, it would take him 5+ minutes to find the so-called "bubbles" just so he could show us what he wanted for us to replace. We explain over and over again, that those are not going to affect the tint at all, they don't affect the visibility, he literally has to sit down in the trunk of his vehicle and start looking for those few spots on the edges of the window to show us. 

  We have big and very visible sign in our shop explaining all of this information on a very clear way, nevertheless, he never took the time to read this information and I guess he ignored the verbal explanation that we spent hours giving him.

  To us, when a customer says "thanks, I'm satisfied with the service and I'll come back with my next vehicle for you to tint it" we understand that the customer is happy, so we don't really know what this complaint is about.

  The customer can feel free to reach out or stop by our shop anytime if he wants for us to explain the whole thing again.

  Thank you.

  Customer Answer

  Date: 09/24/2023

   
  Complaint: 20459328
  
  I am rejecting this response because:

  I returned to have the window tint because of flaws in the process. Out of nowhere **** refuses to complete anything. Just because he feels that would be too much effort to replace a window tint that had bubbles. I purchased the window tint for my car, and returned after inspecting the window tint for my windows. A normal process for me. The window tint has a warranty. There is a sign inside the store just for what I wanted to be replaced. 

  
  
  Sincerely,
  
  **********************

  Business Response

  Date: 10/09/2023

  Good afternoon.
  

  We are surprised to hear about this customer complaining, given the fact that the last time he was here (out of the 3 times that he was at our shop) he said he was satisfied with our service and even told us he would come back with his next vehicle.
  This customer showed up trying to claim a warranty for something he is still calling "bubbles" (although we spent more than 3 hours explaining those were NOT BUBBLES, but something else that is not covered under warranty). Although this was not covered by our warranty, we agreed to replace pretty much all of the windows on his vehicle just to make him happy. He agreed to it and still kept coming back and asking for us to replace even more windows. Each time he came in, it would take him 5+ minutes to find the so-called "bubbles" just so he could show us what he wanted for us to replace. We explain over and over again, that those are not going to affect the tint at all, they don't affect the visibility, he literally has to sit down in the trunk of his vehicle and start looking for those few spots on the edges of the window to show us. 
  We have big and very visible sign in our shop explaining all of this information on a very clear way, nevertheless, he never took the time to read this information and I guess he ignored the verbal explanation that we spent hours giving him.
  To us, when a customer says "thanks, I'm satisfied with the service and I'll come back with my next vehicle for you to tint it" we understand that the customer is happy, so we don't really know what this complaint is about.
  The customer can feel free to reach out or stop by our shop anytime if he wants for us to explain the whole thing again.
  Thank you.

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20459328
  
  I am rejecting this response because:
  I am not satisfied with the tint. The second time I returned I called in advance to explain that I had seen bubbles again on the windows that were tinted. Out of nowhere **** decided that he did not want to complete the job. The first time I returned I called in and he brought the technician to inspect the window tint. The window tint was replaced, but the window tint job was incomplete. There was one more window, which was the rear window. 
  Sincerely,
  
  **********************

  Customer Answer

  Date: 10/31/2023

  **** out of nowhere determined that I am being a hassle. After a phone conversation to have the window tint replaced. I returned the next day from the phone conversation. I made an appointment.

  Business Response

  Date: 11/03/2023

  Customer expressed satisfaction every time he was here (came back 3 times to claim things that were not part of the warranty covered issues and we still took care of them every single time) and even gave his word not to come back again for this kind of issues stating that he was happy with the service and next time we would see him would be with his next vehicle.

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20459328
  
  I am rejecting this response because:

  I had a phone conversation that **** would consider replacing the window tint. Ive had window tints replaced for other vehicles for bubbles on the window tint. I only have one more window tint to replace.
  
  Sincerely,
  
  **********************

  Customer Answer

  Date: 11/06/2023

  I had a phone conversation with **** that the window tint will be replaced. He would consider replacing the window tint. I made an appointment and he determined that completing the process is too much of a hassle after the phone conversation. I have a warranty.