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:12/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 replacement smart tint panel in March 2023. My previous one failed within the warranty time frame, but was told that I installed it incorrectly. I received it and had it professionally installed by someone who does vinyl wraps on vehicles, which is much more difficult. This product worked for 2 days and then stopped working. They initially tried to say I installed in incorrectly again, with no proof, that I damaged the bus bars. I didnt even complete installation on the trim before this product failed. We went back and forth with emails and it is clear this company will not honor their warranty. As many other reviews suggest, they blame installation on the customer, even though there is no proof even when pictures are shared. I wanted a replacement under warranty. They refuse to honor any kind of warranty and only offer a replacement at cost which is still almost $400! I should'nt have to pay $400 for this product. At this rate, I ask for a free replacement, or my $375 back for the film that worked for 2 days. This company has zero proof that I damaged it although they make these ridiculous claims, when I have pictures of absolutely no damage, in fact, its still on the door and I can take to date pictures of no damage.

  Customer Answer

  Date: 01/11/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Smart Tint regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  Date:03/27/2023

  Type:Product 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 had bought 2 patio window smarttint glass and one has gone out. I called smarttint and ordered a new pane since I was not able to fix the existing one.. When they sent me the warranty and sizing info, I realized that the warranty was still in effect. So I called and requested a refund since I bought the original film in 2021. I was told that since I had broken the **** while trying to repair the already dead pane, No Warranty. I explained that the window was al ready dead and my manipulations to see if the **** was the issue caused it to break. At our mutual agreement, I replaced one of the existing busses with new copper. Still did not work. Knowing nothing else I could do I asked that either they refund the money I sent to my card or stand by the warranty. Then they proceeded to return my money with a 30% restocking fee, even though I had not sent in the final Okay to verify size. There is no restocking fee mentioned on their website that I could find. All I require is a full refund of $966.90. Attached are some of the relevant exchanges I had with ****************** of smarttint.

  Business Response

  Date: 03/27/2023

  This order was refunded 100% as per the receipts below. This person did not follow any of the installation guidelines, Did NOT use a recommended installer and failed to comply with all instructions. It is unfortunate that 2 years after he was using this technology and admittingly damaged the technology then came to us to purchase a replacement piece and then decided to change his mind. We immediately provided him a full refund after he canceled his second order as we determined after speaking with him that his requests were beyond reason. We also feel as if he targeted this website as some sort of tactic to obtain free technology.

  Description: Order: ***** Refund
  Invoice Number  *****
  Customer ID  0
  
  Billing Information
  **************
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  **************** ** *****
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  ***********************
  ********** ******** ***********
  **************
  ************************************************
  **************** ** *****
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  ******
  ******* *****
  ******* ***********
  ********** *********** ******** ***
  *********** *** ***********
  ******* ************ ********
  *********** ***** ******
  **** ***** ******

  Customer Answer

  Date: 03/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I did exactly as requested when I first installed the film.   They send a list of actions required to activate the warranty.  I did this.  Also, if I was only interested in getting a free replacement, then why did I pay for it.  The only reason I asked for my money back was because the new pane required the same proof to active the warranty.  I then text and asked how long is the warranty and it is 5 years.  Attached are my request for the Smartint to retrn my money and honor the warranty.  They did neither at first.  Finally the sales rep decided he would return some of my money after a 30% restocking fee. I refused and asked where the restocking fee was documented on there website.  No response other than the salesman sent my complaint to "upper Management".  A gentleman called from procurement and asked again if I wanted my ***** back and I replied yes.  They at first only sent the amount, less the 30% restocking fee !   I again, wrote that I would only accept full payment.  I was finally refunded the full amount.  

  After all this over my refund, I still have a defective film that is under warranty that needs to be repaired or replaced. They mentioned it was self installed and that is correct and it has worked for a couple years.  If my installation was faulty how is it the other pane works fine?

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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