Complaints

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On April 7th, 2023, I engaged the services of Hornbuckle, a local window tinting shop, to tint the windows of my vehicle for a cost of $900. Unfortunately, the front windshield was cracked after the process and needed to be replaced.I coordinated with a local body shop for the replacement and allowed Hornbuckle to retint the new windshield. However, the new tint job was unsatisfactory. Upon discussion with the owner, it was agreed that the tinting needed to be redone on some areas of the car, including the back glass.I expressed concern about retinting the back glass, fearing it might damage the rear defrost lines. Despite my apprehensions, the owner assured me that he had never experienced such issues and even mentioned having retinted his own vehicle, the same make and model as mine, three times without complications.Importantly, I was not informed of the potential for damage to the back glass when the owner initially suggested tinting it. The owner gave further assurance that they would rectify any issues that might arise from their services.On June 20th, 2023, upon collecting my vehicle, I discovered that the back defrost lines had been partially stripped off. This damage happened at the shop, as evidenced by the photos I took.Needless to say, I am incredibly frustrated and disappointed. Despite the damage being a direct result of their actions, the owner has refused to accept responsibility or offer a refund. My attempts to communicate have been met with silence, as the owner has stopped returning my calls.The decision to proceed was made based on the owner's assurance and suggestion. The subsequent refusal to take responsibility for the ensuing damage is distressing and unprofessional.

  Business response

  07/05/2023

  7-2-2023  The customer is unreasonable and unable to be satisfied with any outcome. We will no longer be working with him. 

  Customer response

  07/05/2023

   
  Complaint: 20215461
  
  Dear ************,

  Thank you for your attention to this matter and for providing me with the response from Hornbuckle Auto Detailing.

  I am disappointed, but not surprised, by their response. I would like to emphasize that my requests are neither unreasonable nor unattainable. They are simply seeking to redress the damage caused by the services provided by Hornbuckle Auto Detailing. It is unfortunate that they view the situation this way, but the evidence speaks for itself.

  The damage to my vehicle, including the back glass defrost lines and the chips in the front driver side window (the chips in were discovered after my initial complaint, but have been documented), occurred during their service. I have photographic evidence supporting this, and I am prepared to share it. The unsatisfactory tint job, despite multiple attempts, is further testament to the poor quality of service I received.

  I have been more than patient and understanding throughout this process, giving Hornbuckle Auto Detailing multiple opportunities to correct their mistakes. However, their continuous denial of responsibility and disregard for the quality of their workmanship have left me no choice but to seek formal resolution.

  I continue to seek compensation for the damages caused by their services, as initially outlined in my BBB complaint. This includes the cost of replacing the damaged back glass, the chipped front driver side window, a refund of the original service fee, and the cost of tint removal by another service provider, totaling approximately $3,400. These requests are both fair and reasonable given the circumstances.
  I am prepared to take further steps to ensure that this matter is resolved in a fair and just manner.

  However, I sincerely hope that this can be achieved through the assistance of BBB, avoiding additional legal complications.

  Thank you for your continued assistance in this matter.
  
  Best regard,
  *****************************

  Customer response

  07/05/2023

  I should also note that I expect the replacement of the front driver side window and back glass would be handled by their insurance, and am not simply seeking a cash payout.

*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. ↩