Complaints

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• Initial Complaint

  Date:02/10/2023

  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.

  Spoke to ***** 2 weeks before,he quoted me at 300.00 plus tax.. for original tint, with stripping off the old tint off my car included in the price. I agreed to that. 2-9-2023. Dropped my ford fusion off to get tinted. *****/owner stated it would be early afternoon when finished. Received a call around 2:30pm. That he needs a hour and that he'd call when he had a half hour left on vehicle. Left a voice mail to pick up car. When arriving car was parked outside, muddy and the tint didn't match what I wanted. I walked inside, asked ***** for my keys to check out tint. Walked outside opened car, back inside window, had a small bubble, also the film didn't cover the small windows there are gaps where you can see daylight coming through. I walked back inside spoke about the bubble, ***** was irate, said he'd get his tools, we walked outside, I showed him the bubbles and said it was part of my defroster, (argumentative) I said no you can feel the bubbles. ***** sat and argued with me about the side windows. I also brought to his attention why there was a greasy substance all over my car, top,sides,top of deck lid. "Stated he had to dry off the car. ". A clean towel wouldn't of left a greasy residue all over my vehicle. There are also bubbles and a large scratch on the passenger front glass. ***** was very disrespectful and didn't care about how my car looked. Went inside to pay ***** charged me $450.00 when he quoted me at a lower price. Wouldn't print out a receipt. I gave him my email address but haven't received anything. I was afraid to ask about the warranty on the tint. Very disappointed I was recommended to Erie tint by several friends. To get verbally assaulted instead. This place should be shut down.

  

  Business Response

  Date: 02/23/2023

  Initial contact with Ms. **** was made a few weeks prior to her appointment on Thursday, February 9th, 2023.
  
  When
  discussing what all would need done to Ms. ****' 2010 Ford Fusion she
  informed me that her car already had existing film installed on the
  whole vehicle (with the exception of the windshield) that was failing on
  the rear window and fading on other windows. She elected to have all of
  the film removed before having new film applied as was our personal
  suggestion and company policy. We gave her a quote of $60 per hour in
  removal cost which is our standard rate. We also gave her an estimate of
  2-3 hours ($120-$180) with the caution that it could still be more or
  less. When quoting a removal job our customers normally ask for an idea
  on how much time they will be charged for so we provide a ballpark
  figure based on previous work. We do not charge a flat rate for removal
  of window film, nor do we include it in our standard pricing, as that
  process can be wildly variable so we choose to charge on an hourly basis
  to be the most fair to our customers as well as ourselves. Once all of
  the film was removed from the car we would be able to proceed with
  installation of new film. Our pricing on a 2010 Ford Fusion starts at
  $300 for all side windows as well as the rear window in our entry level
  film. Ms. **** was clearly informed of the pricing for her vehicle,
  including the hourly removal rate, and was OK with moving forward. She
  formally scheduled her appointment for her 2010 Ford Fusion as of
  Monday, January 30th, 2023 according to our records.
  On the
  morning of Thursday February 9th, 2023, Ms. **** arrived to our showroom
  at 2215 Cleveland Road, Suite 107, in Sandusky. She walked to the
  counter and informed me that she was dropping off her 2010 Ford Fusion
  for her tint appointment and gave her name which we verified against our
  calendar. At that time I proceed to show her the sample boards and
  discuss what her options were as far as types of film and the shades we
  offer in each line. We discussed pricing again as we do with all of our
  customers to make sure there are no questions. She was informed as to
  what shades are legal in the state of Ohio for her car and which windows
  do and do not have laws pertaining to them. Ms. **** chose our entry
  level line which was the line we quoted her originally, our $300 option
  for her car. She asked to have a 15% film applied to her front two doors
  and a 5% film applied to her rear doors, rear quarter windows and rear
  window. We informed her again as to the legalities pertaining to her
  front doors but she stuck with her original decision.
  Once we were
  ready to start her vehicle, we pulled Ms. ****' Fusion into our service
  bay and began working on it. Our records show that was at 10:35AM,
  Thursday, February 9th, 2023. Attached is picture 1-inbound which shows
  the state of her vehicle when pulled into our bay. You will notice the
  vehicle has water drops all over as it was raining that morning and it
  had been sitting in our parking lot prior to being pulled inside.
  At
  12:36PM we were finished removing film and could start doing final glue
  removal before re-installation of new film. Attached is picture
  2-stripped which shows the car with the old film off and clear windows
  prior to final glue removal and prep for new film.
  At 4:00PM we
  were finished with Ms. ****' car and ready to move it outside. Attached
  is picture 3-retinted which shows her 2010 Ford Fusion in a completed
  state prior to delivery to Ms. ****. As you can see, the vehicle is not
  muddy nor is there a noticeable greasy substance all over the car. The
  back quarters and trunk lid were wiped down after film removal prior to
  re-installation so you can see that the back half of the car has less
  noticeable water droplets or spots than the rest of the car. We did wipe
  the rear of the car down, as we do with every car, as we would need to
  work on the exterior of the rear window and our process on that window
  is a dry process. For wipe downs we use a clean, microfiber towel with
  no added chemicals or sprays.
  
  Some time before 5:00PM Ms.
  **** arrives to take delivery of her completed installation. We meet her
  at the front counter and she asks for her keys so she can inspect our
  work. We provide her keys and patiently wait for her to do so and then
  come back inside. When Ms. **** comes back into the showroom she says
  "There is a bubble in the back window." so I tell her I will get some
  tools and meet her outside. While I was in the service bay getting tools
  she asked another employee "Is he having a bad day?" to which he did
  not reply. This employee was at the front counter for the full delivery
  and payment process. Once outside, Ms. **** climbs in the driver's side
  back seat of her Fusion and attempts to show me where there is a bubble.
  I cannot see her hand nor a bubble from the outside of the vehicle. At
  this time I inform Ms. **** that if there were a bubble that it would
  appear white on the outside of the glass and that from outside there are
  no noticeable bubbles or imperfections that she is mentioning. She asks
  me to get inside and look at what she is talking about so I oblige and
  trade places with her. She continues to mention a spot that she believes
  is a bubble. I explain to her that window film installation is a wet
  process and that what she is seeing inside the car is simply excess
  water from that process that happens to be laying right along one of her
  defroster lines. I explain again that an actual bubble would be white
  on the outside of the vehicle and that anything she is seeing inside
  simply needs to cure. We tell all of our customers that window film
  needs to cure for 3-5 days but our supplier says it can take up to 30
  days to fully cure. At the time of delivery there was no mention of any
  imperfections on any windows other than the rear window itself.
  We
  proceed back inside to finish getting Ms. **** checked out and on the
  road. I inform Ms. **** that her total is going to be 2-1/2 hours in
  removal time, $150, just shy of the estimated high of $180, plus the
  $300 for re-installation. Her total came to $450 for everything which
  also included her sales tax. She proceeded to remove a folded amount of
  cash from her pocket that was considerably more than the $450 total that
  we agreed to and paid with no more complaints or questions. She asked
  for a receipt for her installation which we cannot print in house. I
  informed her that we could email one to her once we logged the sale and
  she agreed. We noted her email address on her calendar appointment for
  later mailing of her invoice. At this time Ms. **** was asked if she
  would like a business card(s) as we do with all customers. This helps
  insure if there are any issues, questions, comments or concerns that
  they don't have to search too hard to get back in touch with us. She
  strongly stated that she knew how to get a hold of us and didn't need
  any business cards and walked out of the showroom.
  
  In regard
  to the scratch on the passenger front glass, we can with 100% confidence
  say that we did not notice nor knowingly cause a scratch during removal
  or installation. If there is a scratch, we are not sure how we could
  have caused it as we do not use any blades on a customer car so we can
  avoid situations such as that. Our process uses a plotter which is a
  machine that cuts out each individual piece of window film so we do not
  have to lay a knife on the customer's vehicle.
  In regard to our
  warranty, she is covered under the LLumar brand's Limited Lifetime
  Warranty for the rear half of her vehicle. As she chose a film for her
  front doors that is darker than what is allowed by law in the state of
  Ohio, there is no brand warranty for her front two doors. We have a wall
  board hanging right next to our film sample boards that clearly states
  the brand's warranty. We tell all of our customers that we offer a good
  faith warranty for non-legal installations to provide a company promise
  to take care of the customer regardless of the status of the brand we
  choose to install.
  
  We have had no contact from Ms. **** since
  the delivery of her vehicle. We did not receive any phone calls, emails,
  social media messages or otherwise regarding any issues or problems
  with the work that was performed on Ms. ****' car. She is more than
  welcome to stop by the showroom and discuss the problems that she
  mentions in her complaint so we can work out a solution that is fair to
  both parties. If Ms. **** would like to stop by the showroom, we would
  prefer to have a BBB representative available as a mediator to the
  situation. We do not feel that she was 100% truthful in her complaint
  and would like to avoid any confusion moving forward.
  
  ***** *******
  Owner/Lead Installer
  Erie Tint