Auto Details

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have been told by friends and co-workers since the initial installation that it was poorly done, but I did not immediately understand these commentsThis became clear to me in February when I contacted Auto DetailsJudging the failing 'seams' as [redacted] described them, makes clear to me that the entire rear windshield was to be a single piece of filmSomething must have gone wrong and a patch to the installation was made to the driver's side of the rear windshieldThe attempt to hide the seams of this rectangular shaped patch along the lines of the rear window defroster is what kept me from noticing for as long as I didOnce I discovered this patch, I took a closer look at the entire job performed by Auto DetailsIf I was going to return the car for a warranty fix, I would want to have all of the other issues addressed at the same timeI do not think this is unreasonableUpon closer review, there were a few other items that bothered meI pointed them all out during my visit to schedule the repairPictures are attachedMy largest concern was indeed the rear window Now, this is where my experience turned from disappointment to disgustHaving dropped off the car for repair, I assumed everything would simply be replacedHow the repair would be made was not discussed with me Upon retrieving my car, I noticed nothing had changed about the back window When I walked back into the store to discuss it, I was told they made repair using a heat gun [redacted] mentioned the adhesive failing at these supposed seams, but to my knowledge, heat does not offer any adhesive qualityI then asked why the patch was even there and was told it was simply a seam, being needed as my rear window is curved and was not done in one pieceThis is no seam, this was a bad attempt to cover an installation mistake and may have gone unnoticed to some, but I had eventually noticed it and visited them to have it addressedI thought we were on the same page hereAs I asked for it to simply be replaced he quickly blurted out that it will not matchI think this comment was made in an effort to deter me from seeking replacementI then asked for the entire job to be redone to correct the color match concernThis is not a color that is simply off by a shade, these are entirely different colorsMy car is green so I chose a gold colored tint originallyAll that he carries now are smoky grey /black colorsHis reply was that I was being ridiculousHe became almost angry toward my fighting back at the repair attemptThis is my right as a customer to expect a certain level of quality in such a repair given the warranty was expiringHe ultimately told me to leave and that I was not welcome During his outburst, he mentioned multiple times that I should have come soonerI do not understand how this affects his warranty as long as I am still within the agreed timeframe, and I wasMy schedule and lifestyle does not concern him, I was simply asking him to stand behind his warrantyThe product he sold me was discontinuedAs a business owner he must have known he would come across some of these issues when he chose another product to sell To simply dismiss my need for the job replacement does not remove his original endorsement of said discontinued productI am not a customer that spent thousands on running boards, remote starters or truck caps, but I am a customer nonetheless Regards, [redacted]

*** *** ***4:PM
** **
***Here is my response to the consumers 2nd message.A warranty provided by a manufacturer NEVER covers the installation labor from a 2nd partyIn most instances, we absorb a minor labor cost because it is a great way to retain customers and keep them coming backOur offer to re-tint the back window at no charge to the customer ($retail value for removal and re-tinting) was not only more than fair, but most people would have gladly accepted the offer with a smile and a thank you considering it was no longer covered under warranty Manufacturing companies come and go on a daily basisA distributor of a particular product cannot control this, and sometimes people are left in an unfortunate situationAs the business stuck in the middle, all we can do is try and make it right while keeping loses at a minimum If we made any mistake, it was being overly honest when it comes to the shade of the new replacement window filmI know the customers "friends" have given her a tint education which she feels exceeds our countless years of actual tint experience, but had I not mentioned the difference in color, she more than likely would not have even noticedHer bronze appearance in film is being created by the tan color of her interior and the lighter shade of film in which she originally choseIf the film was to be removed, she would notice that the film is indeed charcoal in colorIf she would have spent half the time on getting her tint covered under warranty in a timely fashion as she did writing letters to the Revdex.com, Attorney General, and *** we would all be better offShe has had mutual friends contact me personally via social media, and wrote an email to all her co-workers expressing her opinions in an unprofessional attempt to get me to change my mind regarding my decisionSeveral of her co-workers have already called or stopped in stating we will not lose their future business because of her immature actionsThe Revdex.com and Attorney General both deemed my response to her complaints as proper and fully within my rights as the business ownerUltimately I hope *** *** learns from her mistakes and does not let procrastination and poor attitude ruin future business dealings. *** ***OwnerAuto Details(440) 365-

[redacted]Attachments11:20 AM[redacted] 
[redacted] Here is my response to Complaint #[redacted].The complainant, as stated in her statement is a past customer of Auto Details. The customer originally purchased window tint with installation for her [redacted] on 06/16/2010. I have attached a copy of the original invoice, because she stated the original purchase date was 08/16/2010. We had not heard from the customer until February of 2015 when she called and explained she was having issues with her window tint. I explained to her she would need to stop by with the vehicle, and we would be more than happy to take a look at it. I printed and posted her original invoice on the board for work that needed to be done, and advised the proper employees that she would be stopping at some point in the coming week for us to view and schedule as needed.The job was posted for 3 months before it was taken down because she never scheduled the work.  Approximately one week after removing the posted job, she stopped by and talked with an office employee, who looked at the job and scheduled an appointment for her on 05/11/2015 at 8:30am so we could address her concerns.  The customer arrived for her appointment as scheduled and dropped of the car.  An employee of Auto Details who has 21 years of experience tinting windows found a few minor issues with the job. The biggest concern being the film that was applied in 2010 has been discontinued by the film manufacturer and is no longer available.  The customers concerns were created by failed adhesive on the film itself, and not from installation error.  We searched through some old stock and found a few small left over pieces that were large enough to replace the 2 rear ¼ glass windows that were lifting in the lower corners.  The rear windshield had a seam that is approximately 1/16 of an inch wide that is starting to peel on a defroster line. It is a very minor spot, but still a problem that I myself would want fixed.  Because the film is no longer available to warranty, we were not able to strip and replace, and laid the seam down the best we could with adhesive promoter and heat.  All of the work was done under warranty for the customer at no charge and she was called to pick up the car. Just before closing, the customer stopped in, grabbed her keys and was on her way. A few moments later, she returned asking why the back window film was not replaced.  I explained to her what was done, and because of the film availability issue, we did what we could on that particular window.  She then went into a rant, on how the problem had been there since day one, and she wanted it fixed.  In her statement to Revdex.com she says the problem did not occur until a little more than a year later, so I’m not sure which is true.  I offered to re-tint the back window for her at no charge  , but explained there may be a slight difference in the color of the new film when compared to the old film.  This was going to be the case even if the same film was applied due to 5 years of sun fade and the film coming from different dye lots. Her response was that I needed to strip and re-tint the entire vehicle including all of the windows that are tinted properly with no issues.  What the customer does not understand is there are 2 separate warranties at play here.  She received a 5 year warranty from the film manufacturer on the window film itself, and a 5 year warranty from Auto Details on the installation.  The problem she is having is with the film itself which would no longer be warranted since it is discontinued, something that is out of our control.   The customer was also given a tint information sheet (see attached) which clearly states on the bottom of the paper, “At first sign of any of the above, please contact us so that we may remedy the situation at no charge.”  This is important, because in her complaint she is making it sound like because she is close to expiration of her 5 year warranty, I refused to make good on the warranty.  I mentioned her bringing the vehicle in sooner to handle the warranty for a few reasons.  Regardless if the problem was there from day one or had occurred a year later, the film was still available then, and would have been replaced, under warranty, no questions asked. Secondly, if the problem was there from day one, I would have certainly wanted to know about it. The repair of a fresh installation of film is easier, and I certainly do not want any customer leaving the shop unsatisfied from day one.  She explained she was unable to bring the vehicle in sooner due to her busy schedule and other factors.  She works a ¼ mile away from the shop, we have extended hours to accommodate most schedules, and I’m sure at some point in the last 5 years she could have made time to stop in for free warranty work.  She is so close in fact; I would have even picked up the vehicle for her and serviced what was needed while she was working had I known.Since our last conversation, the customer has made several unprofessional decisions in an attempt to change my stance on the warranty situation. Even though her actions have shown poor judgment, I will keep them to myself to save her the embarrassment in the event this response is posted publicly on the Revdex.com site. Those same actions have forced me to withdraw my offer to replace the window tint on the back window at no charge as stated above and she is no longer welcome on the property of Auto Details. We take these complaints very seriously. For the last 37 years, Auto Details has built a sparkling reputation that is echoed by our A+ rating showing zero complaints with the Revdex.com. We are very protective of that reputation and do everything in our power to handle each vehicle as if it were our own and treat every customer like family.  This is an unfortunate situation created by this customer; we hope she is able to find a resolution elsewhere. Regards, [redacted]OwnerAuto Details(440) 365-3666

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have been told by friends and co-workers since the initial installation that it was poorly done, but I did not immediately understand these comments. This became clear to me in February when I contacted
Auto Details. Judging the failing 'seams' as [redacted] Lowery described them, makes
clear to me that the entire rear windshield was to be a single piece of film. Something
must have gone wrong and a patch to the installation was made to the driver's
side of the rear windshield. The attempt to hide the seams of this rectangular
shaped patch along the lines of the rear window defroster is what kept me from
noticing for as long as I did. Once I discovered this patch, I took a closer
look at the entire job performed by Auto Details. If I was going to return the
car for a warranty fix, I would want to have all of the other issues addressed at the same time. I do not think this is unreasonable. Upon closer
review, there were a few other items that bothered me. I pointed them all out
during my visit to schedule the repair. Pictures are attached. My largest
concern was indeed the rear window. 
 
Now, this is where my experience turned from disappointment to
disgust. Having dropped off the car for repair, I assumed everything would
simply be replaced. How the repair would be made was not discussed with me.
Upon retrieving my car, I noticed nothing had changed about the back window.
When I walked back into the store to discuss it, I was told they made repair
using a heat gun. [redacted] mentioned the adhesive failing at these supposed seams,
but to my knowledge, heat does not offer any adhesive quality. I then asked why
the patch was even there and was told it was simply a seam, being needed as my
rear window is curved and was not done in one piece. This is no seam, this was
a bad attempt to cover an installation mistake and may have gone unnoticed to
some, but I had eventually noticed it and visited them to have it addressed. I
thought we were on the same page here. As I asked for it to simply be replaced
he quickly blurted out that it will not match. I think this comment was made in
an effort to deter me from seeking replacement. I then asked for the entire job
to be redone to correct the color match concern. This is not a color that is
simply off by a shade, these are 2 entirely different colors. My car is green
so I chose a gold colored tint originally. All that he carries now are smoky
grey /black colors. His reply was that I was being ridiculous. He became almost
angry toward my fighting back at the repair attempt. This is my right as a
customer to expect a certain level of quality in such a repair given the
warranty was expiring. He ultimately told me to leave and that I was not
welcome.
 
During his outburst, he mentioned multiple times that I should
have come sooner. I do not understand how this affects his warranty as long as
I am still within the agreed timeframe, and I was. My schedule and lifestyle
does not concern him, I was simply asking him to stand behind his warranty. The
product he sold me was discontinued. As a business owner he must have known he
would come across some of these issues when he chose another product to sell.
To simply dismiss my need for the job replacement does not remove his original
endorsement of said discontinued product. I am not a customer that spent
thousands on running boards, remote starters or truck caps, but I am a customer
nonetheless.
Regards,
[redacted]

Here is my response to the consumers 2nd message.A warranty provided by a manufacturer NEVER covers the installation labor from a 2nd party. In most instances, we absorb a minor labor cost because it is a great way to retain customers and keep them coming back. Our offer to re-tint the back window at no charge to the customer ($125 retail value for removal and re-tinting) was not only more than fair, but most people would have gladly accepted the offer with a smile and a thank you considering it was no longer covered under warranty.  Manufacturing companies come and go on a daily basis. A distributor of a particular product cannot control this, and sometimes people are left in an unfortunate situation. As the business stuck in the middle, all we can do is try and make it right while keeping loses at a minimum.  If we made any mistake, it was being overly honest when it comes to the shade of the new replacement window film. I know the customers "friends" have given her a tint education which she feels exceeds our countless years of actual tint experience, but had I not mentioned the difference in color, she more than likely would not have even noticed. Her bronze appearance in film is being created by the tan color of her interior and the lighter shade of film in which she originally chose. If the film was to be removed, she would notice that the film is indeed charcoal in color. If she would have spent half the time on getting her tint covered under warranty in a timely fashion as she did writing letters to the Revdex.com, Attorney General, and [redacted] we would all be better off. She has had mutual friends contact me personally via social media, and wrote an email to all her co-workers expressing her opinions in an unprofessional attempt to get me to change my mind regarding my decision. Several of her co-workers have already called or stopped in stating we will not lose their future business because of her immature actions. The Revdex.com and Attorney General both deemed my response to her complaints as proper and fully within my rights as the business owner. Ultimately I hope Ms. [redacted] learns from her mistakes and does not let procrastination and poor attitude ruin future business dealings. [redacted]OwnerAuto Details[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have been told by friends and co-workers since the initial installation that it was poorly done, but I did not immediately understand these comments. This became clear to me in February when I contacted
Auto Details. Judging the failing 'seams' as [redacted] described them, makes
clear to me that the entire rear windshield was to be a single piece of film. Something
must have gone wrong and a patch to the installation was made to the driver's
side of the rear windshield. The attempt to hide the seams of this rectangular
shaped patch along the lines of the rear window defroster is what kept me from
noticing for as long as I did. Once I discovered this patch, I took a closer
look at the entire job performed by Auto Details. If I was going to return the
car for a warranty fix, I would want to have all of the other issues addressed at the same time. I do not think this is unreasonable. Upon closer
review, there were a few other items that bothered me. I pointed them all out
during my visit to schedule the repair. Pictures are attached. My largest
concern was indeed the rear window. 
 
Now, this is where my experience turned from disappointment to
disgust. Having dropped off the car for repair, I assumed everything would
simply be replaced. How the repair would be made was not discussed with me.
Upon retrieving my car, I noticed nothing had changed about the back window.
When I walked back into the store to discuss it, I was told they made repair
using a heat gun. [redacted] mentioned the adhesive failing at these supposed seams,
but to my knowledge, heat does not offer any adhesive quality. I then asked why
the patch was even there and was told it was simply a seam, being needed as my
rear window is curved and was not done in one piece. This is no seam, this was
a bad attempt to cover an installation mistake and may have gone unnoticed to
some, but I had eventually noticed it and visited them to have it addressed. I
thought we were on the same page here. As I asked for it to simply be replaced
he quickly blurted out that it will not match. I think this comment was made in
an effort to deter me from seeking replacement. I then asked for the entire job
to be redone to correct the color match concern. This is not a color that is
simply off by a shade, these are 2 entirely different colors. My car is green
so I chose a gold colored tint originally. All that he carries now are smoky
grey /black colors. His reply was that I was being ridiculous. He became almost
angry toward my fighting back at the repair attempt. This is my right as a
customer to expect a certain level of quality in such a repair given the
warranty was expiring. He ultimately told me to leave and that I was not
welcome.
 
During his outburst, he mentioned multiple times that I should
have come sooner. I do not understand how this affects his warranty as long as
I am still within the agreed timeframe, and I was. My schedule and lifestyle
does not concern him, I was simply asking him to stand behind his warranty. The
product he sold me was discontinued. As a business owner he must have known he
would come across some of these issues when he chose another product to sell.
To simply dismiss my need for the job replacement does not remove his original
endorsement of said discontinued product. I am not a customer that spent
thousands on running boards, remote starters or truck caps, but I am a customer
nonetheless.
Regards,
[redacted]