Complaints

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• Initial Complaint

  Date:05/13/2025

  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.

  4-25-2025 $985.50 I have taken my wife's car to Lo's to have it PPF protected the whole front end and side view mirrors, work was completed took car with in a few days the ppf was peeling up on the mirrors and several other places on the front end the car is sonic blue with black trim when we got car back we noticed that none of the black was protected so when we took it back because of the side view mirrors peeling up I complained about why wasn't the black ppc'd he stated that he couldn't get it to stay on and I should be happy, so I had to take car back again today 5-13-25 because the driver side mirror was peeling Lo's just removed the ppf from both mirrors and said come get your car and that he wasn't gonna fix it I want a full refund the work was not at all good and his customer service is terrible we now have scratches on the drives side mirror that where not their before pictures to prove you will be able to see in the pictures damages to drivers mirror and also see that no ppf was installed on any black parts on the front of the car I paid to have the whole front PPF'D

  Business Response

  Date: 05/14/2025

  I would like to start with this customer opted for a partial front end package original price starting $1200. Without taxes. He paid ****** Dollars that included a 10% off discount for military. 
  A partial front end package consist of 8 to 12 inches of the leading edge of the hood and fenders and Painted bumper surface and mirror caps. Being that this was a return customer, I gave him a full hood installation value of $700 and the rest was a partial. Typical practice for these installations are brand new vehicles and this car had ****** And inside the bumper, there was access dirt that cannot be removed without bumper removal, which I will not do. These were small pieces that are not common practice to protect mainly just painted surfaces. 
  The Mirror caps Did get paint protection film applied, and it did fail, which is a honest mistake in installation When **** ***** brought that to my attention, I told him I would fix it on the spot, and I immediately started on it. The shop has a policy of drop off location he Refuse to leave and let us concentrate on the work instead he hover over us while saying condescending comments towards me and my business in front of my employee. I told him that if the mirrors failed again to let me know and I would trim off any piece if necessary he calls me the 13th and says it failed again. I told him OK bring it to the shop drop it off and Ill trim off or fix what I need to do upon arrival. I seen a very small quarter inch section of the material that failed Still leaving 99% of Mirror protected. I Then call **** ***** and told him it was good to go, and all I did was trim off a small piece. He insisted his wife was not happy with a seam of two pieces of materials joined To prevent failure. Which is a common practice in this field. He then proceeded to tell me obscene comments over the phone in which I told him I would refund him for the mirrors and remove the material so he can get it done elsewhere. I then refunded him $300 which $180 is for mirrors. The rest was for inconvenience and rideshare. 

   

  The pictures he provided showing Scratches is a mirror stalk That was not worked on only the mirror caps. We dont use anything abrasive. This is also a used car with previous damage.

   

   This customer has been a repeat Customer for Over a year, and has always been negative in nature and has disrespected me with his comments towards me in my business. I absorb those comments and try to keep it professional. At this point, I decided to cut him from my business since he does not value me or my business with the type of behavior, he gives me it will not be tolerated. 
  

  I have attached the receipt and another photo of prices for different packages He didnt choose a full front, simply a partial and left with more.