Complaints

• Initial Complaint

  10/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In 2003 I had my windows tinted on my 2002 ford mustang by cool shadrs. I received a lifetime warranty. The business was contacted yesterday 10/23/2023 because my rear window tint is bubbling. They asked if I had the receipt from 20 years ago. I said probably not but I'd look. They said is was not detrimental. I followed up today 10/24/2023. They said they would remove the tiny at no charge, but would charge me $150.00 to retint the rear window. They probably have a lifetime warranty not expecting someone to have a car 20yrs. I want the window tint removed and replaced at no charge per their lifetime warranty.

  Business response

  10/27/2023

  Removing film from the rear window of a car typically takes 3-4 hours. To re-tint the rear glass would require about one hour. After speaking with the customer I asked them if they had their check in sheet which also serves as their warranty and receipt for work performed. They did not have the check in sheet required to submit a warranty claim. I offered to replace the film on their rear window of their car for $150 which is half of what we would charge a typical customer for this service. The check in sheet clearly states in all capitals and bold print "THIS IS YOUR WARRANTY, PLEASE RETAIN FOR YOUR RECORDS. THIS DOCUMENT MUST BE PRESENTED BEFORE ANY WARRANTY WORK CAN BE PERFORMED ON YOUR VEHICLE. (WARRATNY IS NOT VALID WITHOUT ROLL NUMBERS)".

   

  See Attached Check-In Sheet Document

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lifetime warranty but only if you have a peice of paper that was given at time of service over 10 years ago.... Sounds like a way to offer a lifetime warranty without ever having to honor it Been using *** for a long time.. Referred people and everything never had a problem.... Until now.... Did a car over 10 years ago. It now sits outside instead of in garage it started bubbling. I called him and he claimed over 10 years ago we were given a pink peice of paper with a roll number on it and that's what he uses to submit to the manufacturer for reimbursement and that's how he gets paid from them for the warranty. WAIT do you expect me to keep a peice of paper for over ten years and it not be sun faded or wet or thrown away assuming the business would have it on file in computer he found the car in the computer and verified the date it was done so a simple note of the roll number in the computer system would solve that problem. I was hesitant to leave this review because he's a great guy and fun to talk with etc. BUT this simply sounds like a way to get out of honoring a LIFETIME warranty... Even my parents that I referred said they didn't get that... They even looked and don't have it for their vehicle here claimed he had it and would mail it.... It never came but even if it does the warranty should not be void due to not having a peice of paper. Then offers to "give me a break" to re tint for $150 when that's about what we paid for the whole car tint job initially c'mon man make this right sometimes we use the phrase "the cost of doing business" or for customer service and for all the business you've sent my way I'll make an exception and I'll get the mfg to reimburse me without it due to how long I've been doing business with them... Shame on me for not having updated technology to keep track of your Warranty so going forward I will note it in the computer so my customers have a better experience, failures are rare but I don't want this to come up again.... But no..

  Business response

  09/09/2022

  *** ********** contacted us about a warranty issue on his **** **** ***** that we tinted in 2007.  I asked if he had the warranty sheet that we provided in 2007.  He said he did not receive a warranty sheet at the time of the installation.  Since we began doing business our standard procedure, when the job is completed, is to show the customer their vehicle and then read thru the warranty/ receipt paperwork to ensure they know what to expect during curing time and how to take care of the film.  On the warranty/ receipt paper it clearly states “THIS IS YOUR WARRANTY. PLEASE RETAIN FOR YOUR RECORDS, THIS DOCUMENT MUST BE PRESENTED BEFORE ANY WARRANTY WORK CAN BE PERFORMED ON YOUR VEHICLE. (WARRANTY IS NOT VALID WITHOUT ROLL NUMBERS).” Please see attached copy of warranty/ receipt sheet.  EVERYONE gets this sheet at time of checkout.
  If *** ********** was not my customer, I would have to charge $300 to remove and replace the rear window tint on his Focus.  I told him that I would meet him halfway and just charge to retint the rear window for $150.  He refused my offer and asked what brand of film we used on his car. He said he is VERY persuasive and would get the manufacturer to cover this warranty issue.
  *** ********** then claimed that his father did not receive a warranty/ receipt either. I told him that we do keep a copy of the sheet for 5 years and that I would send a copy of his father’s warranty.  On that warranty/ receipt was a signature of his father that proves he received the paperwork.  See attached copy of warranty/ receipt.  After I sent the father’s copy, *** ********** responded with, “Can we use this (father’s copy) as the proof the manufacturer doesn’t know the car.  Say it was these roll numbers.”  I wrote back to him, “I run an honest business and cannot do that.” To which he replied, “OK well I’m sure you’ll find my review pleasing….Particularly the part about the honest business not wanting to honor the warranty they offer by having a ridiculous process of making the customer hold on to a receipt for 10 years instead of putting it in a system electronically….Like they are HOPING it gets lost”. Please see attached copy of email exchange between *** ********** and me.
  I have operated my business for over 40 years and have done over 50,000 vehicles.  Very few of those jobs have required any warranty work.  If the customer retained their warranty sheet, we replace the defective film at no charge.  In the event that they do not have their warranty paperwork we do charge them to tint the window and remove the old film as a courtesy.  It is not my fault that *** ********** could not read the BOLD print or retain a copy of the warranty.  Threatening me with a bad review will not change the circumstances of this situation. We cannot work for free and just replace film without documentation to present to the manufacturer for reimbursement.

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