Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired All Out Tint to tint 2 of my home windows for turf protection. I paid $450 on 4/21/23 for the 2 windows. I never met them in person. We spoke over the phone & then I zelled the money in full. About a month later (I don't know the actual date) I noticed that the window was cracked. I called All Out Tint & spoke with ******* who said she would have ***, the business owner give me a call. I then spoke with *** for an extensive conversation in which he said that sometimes the window can crack due to other issues & that his warranty states that it doesn't cover window cracks, but that if I pay to get the window fixed, he will come back out to re-tint for free. I said I was unsatisfied with this & wanted $225 back (1/2 the money I paid) since half of his work needs to be re-done. He said he would talk to his wife & get back to me. I reached back out a few days later in which he told me that I signed terms which state if the window breaks, it is not their fault. While I was waiting for a response, I had 2 different glass companies come out which both told me that it was the tint companies fault & that they should pay for the window. Not only would *** not pay for the window to be replaced, he also wouldn't refund me the $225 that I was requesting. I took it upon myself at that time to leave a 1 star review on yelp to warm other customers. About 3 months later, I finally had the $550 to get the glass replaced & so I reached out to All Out Tint on 8/31/23 to ask if they can come re-tint the window, like they had promised. They told me that because I left a negative review, they didn't feel comfortable doing any more work for me. I then asked if they can refund me since they were refusing to re-do the tint. They said no. I am extremely frustrated. I now have to pay $550 for a window they broke & an addition $250 to get the window re-tinted on top of the $225 I am out from their original tint job. That is $1,025. This is extremely unfair & I feel taken advantage of.

  Business Response

  Date: 09/26/2023

  On April 6th of 2023 ******************** reached out to All Out Tint for turf protection film to apply on her windows to stop/avoid her artificial turf from burning. She was referred to us by the turf company installing her grass. I reviewed all the information she provided me and was able to send her an estimate that states our pricing, warranty and potential issues that could arise as a result of placing window film on her windows. The contract was signed by the customer and the install date was set for April 21st 2023. 
  Fast forward to May 13th ************************************************** her window had cracked. I did tell her that it does state in our contract that window breakage is a possibility due to the fact we do not know what condition the window is in prior to install and the window could have weak/faulty seals. That same day I sent her two companies to call to get a quote on fixing the window. I also let her know that we would put new film on the window after she had it replaced at no charge. On May 30th *************************************************** know she had called a company to come out and give her an estimate. The company stated that it was not due to the window but it was due to the film. He stated that the film should have been placed on the inside. However, the film we use is an exterior film only and can not be placed on the inside. He did not know that because no one from his company called to ask for information about the film we use before telling the customer incorrect information. At that time she requested to speak with someone else regarding the matter. I advised her the owner would reach out and speak with her. The owner made contact with her the same day regarding the matter. He was able to give her a bit more information on why the window could have cracked. During that conversation the customer asked if we would be willing to refund her back half of what she paid for the initial purchase. The owner said he would like to consult with his wife and business partner on the matter before he makes a decision. A few days later the customer reached back out to ask if he had made a decision on the matter. The owner let her know that we would be sticking to the terms of our contract and not be refunding any money for the broken window. At that point we still were willing to replace the film on the window once she replaced the glass on the window. 
  Following that we had no further communication with her, then i received a notification that we had received a yelp and ****** review. Its the not so pretty side of owning a business that not every customer is going to be happy and has the right to express their opinion on how they feel about their service. The customer expressed in her review that people should go elsewhere and we take advantage of people. The customer also had her spouse leave a review calling us scammers. At that point we figured we would not hear from her again due to her review. To our surprise we received a message from the customer on August *********, 3 months later stating she had her window replaced and asked if we were  going to stand by our word and replace the window film. As a company we felt uncomfortable at this point completing any further work for this customer. She was not happy with that response but we felt like the matter would just escalate to a negative result due to how she and her spouse expressed their feelings about our company a few months earlier. 
  Our company takes every situation into account and we felt like the matter was handled appropriately. We have contacts in place for two reasons, one to inform the customer of our terms and second to inform the customer of possible complications that we make clear so the customer can acknowledge they read through it and agree to everything listed. Each contract is signed by the customer to ensure the customer is fully aware of the service they are going to receive. 
  
  

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20557237
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 09/27/2023

  Nothing that the company stated is an appropriate reason to not refund me. If they decided that they were no longer comfortable doing work for me, they should refund me. The bottom line is that the work was not done and needed to be done elsewhere. I should receive a full refund. 

  Business Response

  Date: 10/09/2023

  We are standing by our last response. No refund will be given.