ComplaintsforSan Diego Auto Salon

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The owner ******* charged me $650 for a tint job on my car. He said it would come with a warranty for the tint from the manufacturer and a guarantee of workmanship from them as service providers.He never sent the follow up email about the warranty and guarantee.His employee **** knew about the issue with the driver side window.After a few weeks, I noticed bubbling all around the main windshield.I had to originally follow up twice for the appointment without getting an emailed written estimate as is California law. Despite this, I showed up for my appointment and paid in advance for the work that was to be done on my car.I was told it would be an additional $100 because ******* misquoted and didnt realize I had two smaller windows on both driver and passenger because he didnt look up ahead of time how many windows this car has.Now I have to pay someone else to remove the tint and start over.He offered to remove the tint and do the work again, but I cant trust that he would do it right since he misquoted me initially and never followed up after his employee told him about the issue when I received my car back.He also misjudged the time it would take and held my car overnight after telling me it would be done the same day.The film itself is awful. Totally distorted in the line of sight. I wasnt shown the roll they used or the difference between the one used and the upgraded one.I was going to have them do a chrome delete and had asked for a quote and I never received a quote for that either.Owner blamed quickbooks for this issue and his employee for the issue with the tint.He took no responsibility for the lack of follow up on the warranty and then proceeded to ignore my refund request.You dont go back to a restaurant owner who undercooked your food and you got sick from it and expect a different result.You dont go back to SD Auto Salon also known as Nano Protec La Mesa when they screwed up an all day job on tint and expect a different result.

  Business response

  07/16/2024

  We have received and addressed the issue with this customer and have tried several attempts to address this issue with him and his 2016 Tesla Model X that was tinted and had a contamination issue with a filter in our water system that failed. My tinter addressed the issue and we even provided an option for ****************** to come back and have us remove the film and retint it at no extra cost. He paid with us & we told him the day he picked up the vehicle about the issue described in the installation process.  We billed him for a total of 4 windows to be tinted which only two of them had contamination issues that we agreed would qualify to be redone at no cost to him. My installer mentioned to him that we were going to have him come in as per our standard workmanship guarantee we would retint the windows at hand for him asap.  We strive to give the best customer experience at our shop. we emailed him our warranty procedures with XPEL window film, documented the roll ID's and security codes to prove we are an authorized dealer. My workers and shop made whole hearted attempts to schedule him in at no extra charge. The situation elevated & ******* threatened to file a charge back which he has already received the money back while in dispute. Fact of the matter is that the customer has gotten his money back and to make matters worse has rebooked with another dealer in our XPEL network with an additional credit that I am billed for from our film manufacturer which he is now getting redone tomorrow morning July 16th at 1 of 1 which total is a total loss to my business of $1200 because that credit gets billed against me per our dealer agreement.  XPEL paid cost for him to go to a dealer in our network so essentially he has already filed the charge back and gotten the money back and is also getting the tint redone at another shop. I hope he is satisfied. He has received money back and is getting a free tint.

*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. ↩