ComplaintsforCrown Customs & Coatings, LLC

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my car on Jan 19th 2023 to do a wheel repair and tint. I decided to have the wheels coated as well because they would need to do a job on the rims anyway. They told me Id notified about the estimate and if its reparable. Instead I got the call that the car is done. Agreed to pay over the phone and to pick up the car after hours with the key inside of the vehicle. Upon my arrival there was no receipt for the repair which I found it strange. Further more the tint job was below average at best, with bubbles on the back window and a quarter of an inch clear space close to the front frame on the rear passenger window. Granted they accepted the service fail on the tint and re-did it. My problem is with the rims. They never fixed the rims. After I picked up the car there was a slight vibration but thought they didnt balance the tires. Within 2 days of picking up the car I got covid and the car was parked for 2 weeks. After I recovered I drove the car for another couple of weeks before I finally took it to a local shop to get the tire balanced. The shop told me my wheels are still bent. After I called this business to complain the person on the phone after he got my information to find me in their system told me he doesnt see a wheel repair job notes, only coating and tint. But said bring the car we will take a look. After I brought the car again miraculously theres notes in the system that repair was done and the wheels should be fine. After they inspect the wheels they told me the wheels got damaged again on a pothole or something - LIES. This is a complete lie and playing the blame game. Refusing to accept a responsibility for their failed service. Took my money and never delivered on the job they promised they would do. They only re-do the tint because the terrible job was obvious and could not place the blame on me.

  Business response

  03/10/2023

  He brought the car to our shop on January 16, 2023 to ******************* the wheels in addition to tinting windows. A walk-in sheet was filled out and signed by the customer agreeing to all services prior to work being done. Our company uses specific criteria to determine if a wheel qualifies for a safe repair as stated in our disclaimer to which the customer signed. His wheels fell within our guidelines and were repaired and refinished. Moisture bubbles and hazing are commonly seen during cure time which can be upwards of 3-4 weeks in the winter months. He was unable to pick up the vehicle within business hours once all services were completed. Payment was collected digitally via Zelle on January 19. The customer requested the vehicle be left outside in our parking lot for him to pick up after company hours. We apologize for not providing the customer his receipt copy as it is not customary for our clients to pick up outside of our business hours.There was a slight gap (less than 1 mm thick) near the trim on the passenger rear window which was accidentally overlooked during our quality control inspection. Windows may be safely rolled down within a few days, but he informed us he rolled his passenger front window down prior to the initially dictated cure time which caused the film to lift and roll over time with continued usage. Photos of the lifted film were emailed on January 23. Although the passenger front window does not qualify under our warranty policy due to an error on the customer's behalf, as a courtesy, we replaced both the passenger front and passenger rear window tint film at no cost. We offered to schedule him to address the tints on January 27 but he never responded back to our email. He contacted our shop on Saturday, March 4 (approx. 6 weeks after initial work was completed) to inform us that he was experiencing vibrations while driving. Our team scheduled him to drop off the ******** with us at our next available date of Monday, March 6. We agreed to address the tints at this time as well as inspect all four wheels at no cost. Upon drop off, he was extremely rude to our staff despite our efforts and generosity to correct the issues. Our technicians inspected all four wheels and concluded new bends were present. He was informed via phone call in regards to these findings and was rude and argumentative during the phone conversation. Per the customer's request, no additional work was completed on the wheels. In our line of work it is not uncommon for us to see clients damage wheels after we've repaired and/or refinished them. Our warranty does not cover road hazard. He left us a negative review demeaning our shop. Our team will always help our clients as best as we can whether we are in the wrong or not.

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