ComplaintsforNW Audio

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ******* for window tinting from NW Audio in July. The first time it was done, once the tint cured, it had multiple bubbles in each window. When I called then to let them know since it has lifetime warranty, they told me they fired their tint guy because he was not good. They did not rehire another until months later. I called back to check around Nov and they got me in for redoing all windows. Again, there are bubbles, and I still had to go back twice for the second round because they did not complete the job all in one day. Again, more bubbles in every window. They stated I could come and they would have their same guy fix the issues. I had a consult with another tint company and they stated that they would be able to do a much better job so I decided to call NW audio and tell them I would just like them to remove my tint they did and have someone else do it for me because I am tired of going back for what should of been a one time job and now it will be my 5th appt with them. They refuse to remove the tint for some other company to retint it and stated they would not refund me money for anything except my bad windshield when all of them have bubbles still. I attempted to discuss this further with **** and he continues to tell me no tint job is perfect and all have bubbles. He refuses to pay his worker to remove their crappy tint or refund me for the price I paid even though I have my receipts. He stated that a couple of the bubbles are from lint or hair and I don't understand how that is my fault. I will also add that I had them detail my car as well, can'y say that was the best job either but I sure don't expect them to tell me my var is dirty and that is why the tint has issues. I'll add I have no children to make my car messy and after spending 30K on my vehicle, I just expect satisfactory workmanship or to be refunded 100% and take my business elsewhere. And I don't feel it is my responsibility to pay another shop to remove their faulty work.

  Business response

  03/28/2022

  Business response to customers statement of service issues and problems. ID# ********
  This customer did purchase window tinting form us in July of 2021, she contacted us not long after
  stating there were imperfections in the tint job she wanted fixed. We stated no problem its covered
  under own window tint and workmanship satisfaction policy. We did have to move on from a window
  tint employee around that time and couldn’t help her till we had the proper employee in place to take
  car of her worries. Due to pandemic applicant highering issues and finding a skilled employee , it did
  take some months before we could service her. We did at that time of having a employee in place, strip
  the window tint off and retint the car for her. She contacted us a few weeks later there was some spots
  in the tint again that didn’t seem right to her, we said we would look at these issues and see what can
  be fixed or the time with the sun and warm weather would fix. She stated no and wanted her money
  back due to another tint shop stating they could do a better job. Our manager stood up for our store
  policy of 100% satisfaction and wanting to remedy the situation. He did give NW Audio owner the
  customer information to call back to figure out this situation. In that not so long time frame before
  returning the call the customer did give the BBB a complaint and she made the owner aware of that
  after they talked over the situation and agreed on a settlement of action between both parties. We
  concluded we couldn’t give the customer the service she deserved at a high enough level and
  satisfaction on this job. So NW Audio offered to return her money and pay to have the tint stripped off
  to clear glass by the other tint company, so it was cleaned to their liking and she didn’t have to make
  another trip to our location to help with getting it taking care of quicker. The other tint location didn’t
  want to strip it to clear glass to be retinted. So in conclusion NW Audio did return the money she paid
  us, contacted ******* so she got that portion of her money back to her debit card from them and NW
  Audio stripped the glass to be clear and clean for the next tint shop to retint her vehicle.

  Customer response

  04/12/2022

  The business resolved all issues.

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