Complaints

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• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 took my vehicle to this business to get tint put on it. When I took this vehicle in, it was only 5 days old, with no scratches or dents I took my vehicle to this business for tint installation. When I brought the vehicle in, it was only five days old and had no scratches or dents. However, when I picked it up and inspected it, I noticed dents on the hood, and my windshield had been scratched during the tinting process.
  
  I have reached out to them multiple times to resolve these issues without involving anyone else. Unfortunately, I was told that they would repair the damage as they see fit, even though we informed them that our warranty would not cover it and that it needs to be fixed properly. The manager is denying responsibility for the hood damage and refuses to replace it.
  
  I am very unhappy with this situation and need assistance in getting my issue resolved immediately.to be found. When the vehicle was picked up from this business and inspected, there were dents in the hood, and my windshield had been scratched by them during the tinting process. I have reached out and tried to get them fixed without having to contact or get anybody else involved, only to be told that it will be repaired how they see fit, even though we let them know that our warranty will not cover that, and it has to be fixed properly. She is denying the hood altogether and refuses to replace what damage she has done to it. I am not happy, and I need help getting my issue resolved immediately.

  Business Response

  Date: 06/10/2025

  As a small business owner, I take great pride in the quality of my work and the trust my clients place in me. I was genuinely disheartened to learn of the scratch on the customer’s windshield after completing the tint installation on their 2025 GMC. This was an honest mistake that I did not notice during the process. Once informed, I immediately took full responsibility, sincerely apologized, refunded the full $300 tint fee in cash, and offered to repair or replace the windshield. I maintained open, respectful communication throughout, both in person and via text, and documented our exchanges, including proof of ordered repair materials. I also offered to coordinate with a local auto glass company and requested documentation of the customer’s warranty and estimate solely for recordkeeping. Regarding the hood dents, I did not cause the damage but brought it to the customer’s attention out of courtesy. While I regret not performing a full pre-inspection, I’ve since updated my procedures to prevent future issues. I understand the customer’s frustration, but I cannot accept responsibility for damage I did not cause. I’ve acted in good faith from the beginning, responded promptly, taken ownership where appropriate, and made every effort to resolve the matter professionally. I regret that it has reached this point and remain willing to complete the necessary windshield repair or replacement.
  

  Customer Answer

  Date: 06/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have spoke with my dealership and they told me exactly what to do and she wants us to work with who she wants and not our decision. It is our vehicle and by the dealership regarding our warranty it has to go to a body shop and done right with proof or my warranty is null and void which I explained this to her. And than she became defensive and said we were messing her around. My truck had no dents or dings before going to her and it came out with scratches and dents on it. I just want my truck fixed properly with out ruining my warranty. She refuses to show proof she did not damage the vehicle in the process, the dents are on the same side the scratches are and it all adds up. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 06/25/2025

  First and foremost I want to start out by saying how incredibly sorry and regretful I am to this customer for making an honest mistake on their windshield while installing the tint they had scheduled and trusted me with. I did not realize I had scratched the windshield upon the install and was notified of the problem after installation was complete. Had I noticed it, I would’ve been honest and upfront from the get go, like I was when it was brought to my attention. I take extreme pride in every single vehicle that comes through this shop, whether it be a tint or a detail. I would feel absolutely terrible if I did something wrong and there would be every attempt made to make it right with the customer, just as I did this incident. I will start out by recapping the entire interaction from the beginning and also provide BBB with our text screenshots showing my cooperation on this matter. This customer scheduled their 2025 GMC to be tinted by me on the morning of May 29th after having issues with the first vehicle originally scheduled to be tinted that day. All was fine and I agreed upon the switch and told the customer (verbally on a phone call that morning from him at 7:01 am) let’s do it. I was happy to get this truck looking good for him with a 5% overlay of tint as I have previously been detailing their vehicles for the last 4-5 years and always in good, honest standing with them on things. The customer dropped the vehicle off shortly after that and we had gone over how he wanted his visor brow out in the front of my shop. I was unable to immediately start the tint job because of current work already in the shop so I ended up starting it around 10-10:30 that morning. I started out tinting all of his doors (4 windows) and then his rear 3 windows with consistent breaks in them all due to other shop work and making sure I did everything perfectly because I wanted it to be perfect for this customer. He had stated about a week prior that he would need it finished around 3-4pm that day if possible, I agreed to make that happen. I ended up starting his visor brow work around 2:20-2:25pm that day and was running behind so I sent him a text stating I was just getting to his brow and communicated the issue of running behind. No response, which is ok. I then sent him another text at 3:07pm that day stating his truck was completed and he could grab at his convenience, no rush. I also added in that upon installing his brow I noticed he had a dent on the upper part of his passenger side hood which I did not notice until I was on the ladder measuring his windshield for the visor tint. I also stated that I took it upon myself to further inspect his entire hood and wiped it all off to do so. After completing the visor, I finish wiped all of the windows and pulled his truck back up front to be ready for his arrival. Upon doing so, I noticed a few more very inconspicuous dents on his driver side hood, which I immediately notified him about through text, with still no response to the last 3 messages I sent. Upon the final inspection of his hood by me, I decided to tape off every single area I noticed to him and I could go over it once he picked it up, which we did. The truck came in that morning covered in a lot of dust and a lot of water from the weather we had been having and the truck is all black, which most of the time makes things very difficult to see depending on the way you look at it or how clean it is. That is my fault for not inspecting the entire vehicle upon arrival as I assumed everything would be great because it was new. I have learned my lesson with that and have changed my protocols on vehicles in the shop. Anytime I ever notice anything on a client’s vehicle, I immediately reach out with the issue so they are aware because that has always been something I do, it doesn’t matter if it is new or old, I care about the condition the vehicle is in and upholding the relationship with that client. Upon him arriving to pick his truck up, he walked in my front door and I greeted him, asking him if he had received the messages I had sent regarding his hood and he claimed he hadn’t because his phone had died, which is ok. I then explained the situation again and asked him to go out front with me so I could show him what I had noticed, also going over how the tint looked and also inspecting the front of the truck to also find another imperfection he did not notice which was near his passenger side headlight area. I then proceeded to ask him where and when he purchased this truck and if he had looked it over before purchase which he then responded with a dealership name in OKC and no he didn’t because he signed the papers around 11pm that night he had purchased it. I was still trying to find the solution to his hood with him because I wanted to assist knowing what it feels like to purchase a brand new vehicle from a dealership and it be damaged. I am not saying the dealership did it, I am just speaking from experience and assumed they could’ve possibly done it because of my personal experience on my vehicle a few years back. I mentioned he might want to reach out to the dealership regarding this issue.  Everything at this point was civil and we did the transaction and he left with the truck. Shortly after that, I received a text with a picture, regarding the windshield scratches which I had accepted full responsibility for, stating that I did not notice them, confessed my regards from the mistake i had made with the new blade I had switched to upon the visor install and immediately offered to make it right. That also included refunding him his original $300 for the entire tint job with no hesitation and I offered to fix it. All of this communicated through text message. He stopped by shortly after that and we went over everything again verbally, I handed him his $300 in cash and I stated I would get the supplies needed to fix it for him and if I was unable to fix it, I would replace his windshield if that was what needed to happen. All was civilly agreed upon and he left. I received another text that night from him around 8:25pm regarding his hood issue and we spoke back and forth on the matter in a civil matter, even though I felt he was starting to blame me for something I did not do. I will not accept fault for the hood issue because I know I did not do it. I was trying to be considerate in the matter by telling him about it and in return it has caused me to be blamed for it. I accepted the fault and mistake on his windshield and have been cooperative in fixing that from the get go, as I should be. It was a human error and I feel terrible about it. I told him verbally that I would be ordering the supplies needed to further fix his windshield and the conversation ended after yet another apology on my end, him accepting the apology and then me stating I had ordered the supplies needed to do the repair. Fast forward from 5/29 evening to 6/4 evening and him texting with a complete change in his reaction towards me, stating he had stopped by the dealership because he had purchased an extended warranty, they couldn’t fix it because it wasn’t damaged by hail or rock and him stating it needed resolved and he had stopped by a body shop for a quote. I further responded back and forth with him stating I was still waiting on the supplies to fix it with, sent a screenshot of the package info and stated I would also reach out to a local auto glass business if he was ok with that. I did not know his warranty company had a contract with the body shop he had mentioned until after I sent that text. I was still very much willing to fix this for him. I then asked him if he could email or send me over any info regarding his warranty and the quote for my business records only, simply because I wanted a paper trail of my transactional repair on it. His demeanor then changed some more and I kept apologizing for this issue on his windshield I had caused and he stated he would reach out to them and see what he could do about getting me the info requested. I didn’t hear from him at all after that so I reached back out via text on Thursday evening with no response in return. This customer works a few blocks away from my shop and drives by multiple times a day and has yet to once call me or stop in to discuss this matter and I can also provide my call logs on that if I need to as well. We have only communicated through text and I have been more than responsive each time he has reached out on this matter, never denying him anything at all in fixing his windshield. He has stated in the above how unresponsive I have been on this matter and how I have denied the repair, which is false. I have only denied to fix what I have not done. I understand how upset he could be over the hood issue and while I am incredibly sorry for that as well, I did not do it. I cannot tell you where that happened even though the truck was only 5 days old like he has stated. Again, I have had a similar issue happen to me with dents after purchasing from a dealership and that is what I strongly agree has happened to him unfortunately. That is not my fault. I have refunded him his $300 in cash for the tint job and have said I would fix his windshield, so I do not know what else he wants me to do. I am sorry it has come to this and never expected it to with being cooperative like I have. I hope if this customer ever makes a mistake with their small business and is cooperative in fixing the matter up front, that they never get treated how I have been treated over this.