Complaints

• Initial Complaint

  05/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited *********** in ****** on March 8, 2023 to get my new car windows tinted. I just purchased a new GMC Acadia Denali From ****** Cadillac dealership in ********* ** on March 1, 2023. The windows were tinted and installed on the same day, March 8, 2023. That same day, after the work was completed I paid for all services for a total amount of $322.67. I then drove the car home in the rain. After arriving home, I noticed scratch marks on the outside of the drivers side windows that were not there previously. I then took the car back to Flex Shield and spoke to the owner/manager, *********************. He looked at the windows and reviewed the work, along with the damage. He told me that there was no way his install technician did any of this damage and tried to show me video footage of his technicians working on my car to install the tint film. I informed him that this was a brand new car and no damage to the outside windows had been done until I had this shop, Flex Shield apply the window tint. These were deep scratches on the outside door trim and plastic frame around the window. I took several pictures and documented all the damage to show him. Mr. ********************* refused to provide a refund or pay for any repair of the damage done on the car.I then took my car to a local GMC dealership, Classic GMC of Carrollton **. for a full repair estimate of the damage that was done to the outside windows. The estimate/repair quote was performed by Caliber Collision at Classic GMC of Carrollton **. The estimate/repair quote was provided to Mr. ********************* but he has refused to pay me any amount for the damage done or provide any amount for a refund.

  Business response

  06/05/2023

  ****************** visited our shop on March 8th, 2023 at 9am to get his 2 front windows tinted and a glare strip across the windshield. He was in and out of our shop in under 30 minutes and didn't return until 5pm that same day, at closing time, inquiring about a single dent to his lower chrome window piece on his drivers side window. ****************** had been gone all day (nearly eight hours), and there was only a slight sprinkle of rain that had cleared up within the morning hours. He recently purchased his used 2020 (2020 was in our notes) Acadia only days before. It was not brand new as he has stated. He did not complain about any scratches when he returned, only a dent on on his chrome lower window panel on his driver's side. ***It may help to explain how tint is installed, so I will do so briefly: Tint is just a big sticker that is installed simply by rolling the window partially down, spraying it with water, applying the tint while squeegeeing out the water, then rolling the window up and doing the same at the bottom. We don't remove or take anything apart. The only thing done on the outside of a driver side window is heating the film with a plastic card and a heat gun before install to ensure a good fit. That is why 2 front windows can be done in such a short amount of time. After showing ****************** the small plastic tools we use and explaining that damage to his chrome like that takes a significant amount of force (we see it all the time on vehicles), I myself reviewed the video step by step with him. After we watched it together and witnessed nothing to indicate anything that could cause any sort of damage, I then asked him if he saw at any time any damage that we could have done. He stated that he could not, but mentioned that his father owned a business and when his customers complained, his father just went ahead and covered damages. I explained to him that this is why we had cameras, to protect ourselves and our customers. ****************** was upset that we wouldn't just cover the damage even though there was evidence to show it was not done at our shop. He then proceeded to dispute his credit card charge with ***** (which we found out only from our ******** Service provider about a month later) to which was also ruled in our favor. He then disputed it a second time with ***** and changed his claim stating that all his window frames were scratched by us this time. **** also ruled in our favor this 2nd time. ****************** seems to be abusing systems put in place that are designed to protect consumers and business owners alike. We have never had a complaint to the BBB in the over 17 years we have been in business. We are not perfect, and have had instances over the years where we have caused damage on cars, which fortunately, is in the single digits, but we always address it openly and honestly with our customers. We are a fully insured shop, and we committed to ourselves (my wife and I) that we would be honest in our dealings when we first opened in 2006. At this point it is enough to know that on our end we have done everything possible to show good faith in our dealings with ******************, but it seems to be an issue he is determined to pursue, knowingly with dishonesty. This is unfortunate but unavoidable to not encounter people like this in business. Please reach out with any further clarifications or questions you have in this matter. Thank you for you time.

  Customer response

  06/06/2023

  I am rejecting this response because:   Statements made by Mr. ********************* are false and not accurate.   I have never in my life dealt with such an arrogant business owner who accepts no responsibility for his own or employees actions.  The time I spent waiting in the shop was close to two hours, not 30 minutes as stated.  I did not wait eight hours as stated by Mr. ********************* to return my car back to his shop and show him and his employee the damage.  Again, he is providing false statements. I returned to his shop within 3 hours of the work being performed and the rain stopped so I could properly inspect the outside scratches after the rain had stopped and I was parked at my residence.  I have provided all truthful and accurate information.  Plain facts of this situation and a fair estimate of the damage from a reputable Auto Body repair shop.

  I only ask for a fair settlement in this matter with a complete refund.  There is no abuse of the rights of Mr. ********************* as he was paid in full by me as I followed through on my part trusting that all work was performed accurtely without any damage done.  I am the one who has been abused and taken advantage of.  I can have my dealership, ********************************** testify in my defense that when I purchased the car on March 1, 2023  no damage on either front passenger or driver side exterior window had been done prior to taking the car to Flex Shield.  

  Customer response

  06/06/2023

  Please see ******************************* New Car Purchase Dealership Disclosure Form that will reflect that no damage was previously known or documented on this car at time of purchase.

  Purchase date was one week prior to having front window tint work done from this vendor involved in this dispute.

  Thank You,

  ******************

  06/06/2023

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