ComplaintsforXtraCoat USA

• Initial Complaint

  05/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had paint protection film (***) applied to my car. The front bumper portion had numerous areas of imperfections, either air bubbles or debris trapped under the **** The owner and installer named **** said he would re-do the work. He changed that statement to "I could try but can't do any better." I expressed dissatisfaction so he offered to remove the *** and send me a refund check. He removed the *** however, I am not getting a refund check for the over $700 I paid as he stated he would send. I have called and left numerous messages and left my contact information. However, I have had not one single reply whatsoever. I simply want the refund to be rendered as promised.

  Business response

  05/08/2024

  The job I performed wasn't bad as he described,  he drove the vehicle through the winter and have a few damaged spots on the film, caused by road debris. Originally I offered to replace to make him happy but after I saw the vehicle I realized the imperfections he was mentioned wasn't about my installation but about road debris. So I decided to reimburse him and the check was mail to him. But I just send him the amount I charged the body shop, which is $500.

  Thank you. 

  Customer response

  05/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. However, the only reason is because the refund check was finally rendered.  It does not go unnoticed that the statement from Xtra Coat *** is grossly inaccurate.

  The refund check finally was rendered.  However, the response from Xtra Coat *** owner is unfortunately is partly misleading and untrue.   
  This is very respectfully submitted and is transparent and accurate further description of the events, which can be corroborated with the auto body buisness I was working with and who was the facilitator between myself and Xtra Coat *** and where the work was done:  
  I had noticed the several spots of air bubbles and/or debris under the *** immediately after the application was done.  That is 100% the truth.  I also had noticed rough cuts of the *** material as well and was also immediately noticed.  This all was absolutely immediately brought to the above mentioned auto body place's attention, who were acting as liaison to Xtra Coat ***, and physically where Xtra coat traveled to do the application.  They advised "wait several days or a couple weeks and then let us know."  I waited that time frame and they did not go away.  **** the owner of Xtra Coat *** was contacted and he agreed to fix or redo the *** at the same auto body place originally done, which would have been completely satisfactory to me.  However, due to logistics of Xtra Coat *** traveling, and of the auto auto body shop's schedule and being quite busy, all parties involved (myself, the auto body shop, and Xtra Coat ***), very respectfully agreed to wait a several months, until spring, to bring the car in for the *** to be redone and/or fixed.  These areas of bubbles or debris and rough cuts were there from the beginning and were not damage from the following months.  However, there was one spot that was a physical damage spot later on that I completely fully acknowledged was not part of the original bubbles or debris or rough cuts.  This was both pointed out to the auto body staff when I dropped off the car and also discussed on the phone with **** of ************* and auto body staff in a 3-way speaker phone group conversation, where I transparently and very plainly said that the one spot of small damage is not the spot that was originally addressed and was immediately noticed after the *** was applied and not the spots I was talking about.  Xtra Coat *** had said, "I could try to fix it but it but I probably can't get it any better."  This was part of a 3-way conversation on speaker phone that could be corroborated with the auto body business where the work was done.
  As stated in original complaint, I agreed to have the *** removed and be refunded, however the refund check was not rendered upon doing so then when I asked when it would be, I was told a refund check would be sent that following weekend, which was not.   I had called and left more some messages on Xtra Coat ***** voicemails (of 2 different phone numbers), and also messaged on Xtra Coat ***'s business ******** page, and never got a reply at all to date.  It could be seen that the ******** message was read on 5/4//24 by Xtra Coat *** as confirmation.  
  As stated, the refund check was finally rendered.  However, I respectfully remain dissatisfied with the parts of the owner's response being untrue. 
  
  Regards,
  *******
  

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