ComplaintsforCool Shade Custom Window Tinting LLC

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We prepaid 4 vehicle wraps on 12/29/2020 3 of them were completed. Mediocre at best (pealing and installed crooked)1 is still outstanding and we have tried to schedule multiple times to get it done. Just last week they had the truck from Thursday to Tuesday 4/13-4/19. Nothing was done A work truck costs me $1,000 per day it isn't working No communication until we initiated a phone call to check on the status (a roll of orange wrap came in damaged)Owner refuses to call me back to figure out a way to get my money back for the 1 unfulfilled wrap.

  Business response

  04/20/2022

  Yes the client did start the process in December of 2020. Yes we did complete 3 of the 4 vehicles. I would have to research more on why the 4 vehicle is just coming in as we do look to complete our jobs in a much much better timely manor. So once I do find out more information from our sales person in charge of this client I can add more on that. He has been out for a month now and will return next week sometime with some personal things. At this point I have been informed that the client had made initial contact and scheduled to have some of the vehicles looked at and have some minor issues taken care of which was scheduled and missed. I am not sure at the moment when that was. Now back in March of this year the client re engaged in getting an appointment set up for those repairs which we did complete. At that time I found that it was minor and could be repaired and were typical fleet issues we see from vehicles that are used by employees that ***'t tend to take care of these vehicles as if they are their own. They get beat up pretty bad in some occasions. This was in March of 2022. We got them in for the repairs in April 2022. At that time some 2 yers later it was told they were not happy with the logo placement on a couple of them. First ever mentioned in 2 years. We did the repairs and came up with a plan to fix that concern Which is ready to start scheduling in at their availability. Now to the 4 th vehicle. Yes we did have material boxed up from shipping waiting for this vehicle. When it was scheduled and the vehicle dropped we were told the guy was on vacation and could have for a week. When we were ready to start production we opened the wrap and found a couple years of the color we needed wrapped around a full roll of a different color. So I ordered more. Once it arrived it looked as if it had been run over several times and no good. The unfortunate issue is due to the recent events the last 2 years the material is on back order. I have an order placed to get it in as soon as I can but is beyond my control at the moment. With the length of time since the initial contact I do not feel a refund is the resolution. The vans have had a check up been repaired and the logo fix can be completed. The 4 th vehicle will be produced as soon as we can get the material and then schedule for instal rat the clients convenience and at a time that works best for them. I was not told it was $1,000 a day when down I was told its available for the week. Once I knew about the material issue I had a representative from my company reach out to explain and that if they needed the vehicle back it was available. From the beginning our warranty is 100% full coverage the first year. Then the material is prorated from then on up until the warranty period from the manufacturer is up. and after year 1 labor is charged. When the client came in 2 years later even if it had been just out of that 1 year full coverage I did not and would not have charged them. I wanted to keep the relationship going fix what they needed and obviously get the last vehicle completed. I felt just fixing the concerns would keep us on that path. I have not said I won't or I'm not going to warranty or fix anything for them. We have just had the wrong timing with the Pandemic and material shortages. And yes I am guilty of not looking passed the label on a box which had the specific color printed on it from the manufacturer. I have been super busy just as the client, *** a sales guy and having to fill in to help with installations and had not had a chance to connect ***** back directly. I was actually going to make the call today just as I saw this complaint come in. I know this is long winded but wanted to give more detail into this then what was written in the complaint. I am open to a fair resolution but a refund will not be in order due to the records of things we have and the timing of everything. When I make big purchases I make sure I go through everything immediately and if there are concerns I address them immediately.

   

  Thank you,

   

  Big Dog wraps & graphics

  Customer response

  04/21/2022

   
  Complaint: 17070418
  
  I am rejecting this response because:

  2 years is not accurate for anything.  Purchase date was 12/31/2020.  Install Dates were in 2021 and we have actively been trying to get the install done for the black vehicle since the beginning.  To pretend like we are the ones not communicating is a farce.  A refund is in order because of the inability to fulfill the final wrap.  I am fine with the response for the other 3 wraps but the last one has been a failure.  We will take it elsewhere.

  The problem with this last attempt is that the truck or wrap materials weren't even looked at until Tuesday (the day before return).  It was going to be wrapped in Orange with a black overlay in half a day?  Not based on previous installs you have done for us.  The 2017 Tacoma was a mess, refer to **** for the schedule of multiple days past the due date. 

  A refund is the only response that is acceptable at this point in the process.

  
  
  Sincerely,
  
  *************************

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