ComplaintsforDesert Tinting

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Took my son's car on 01/25/2023 to have it tinted with ceramic tint, and have an tinted "eyebrow" put on. Picked up car same day, but noticed bubbling and different color tint the following day. My son wrote the owner (*******) about the issues but we left town for a couple days so we figured we could take it and fix when we got back. When we got back we attempted to contact but we were ignored for over a week until my wife wrote to the business page on ********* Owners wife (*****) finally wrote and apologized for not being available but we're told to finally take back on 02/18/2023 to be fixed. We pointed out that the tint didn't look like it was ceramic and the front and back windows looked like they were the same color tints. We paid for the most expensive ceramic tint and for the back windows to be darker than the front so that car would pass inspection. The owner agreed that it might be wrong and agreed to look, and fix the issues. We picked up the car same day due to the owner not being able to finish. We took the vehicle back on 02/22/2023 to be worked on, and picked up the same day. Again we noticed several issues, along with different tints like the first time. We took the car back on 02/26/2023 and left it for several hours until the owner advised that he could not do the vehicle and wanted to issue my son a refund so we could go somewhere else. Owner advised we would be refunded on 02/28/2023. We were ignored again until 03/05/2023 on ******** where owners wife gave excuses about bank issues, phone issues, & money problems. She advised not to worry and that we will get refunded. Again, we were ignored until 03/10/2023 and got more excuses but given their word we would get the refund by 03/15/2023. We were ignored again until a bad review was left on ******** where we got a response within 20 minutes. Since than we have recieved several excuses, stories, life difficulties, and ignored off and on without a refund for my son. We have all messages and text.

  Business response

  04/14/2023

  So, the tint applied to begin with was indeed ceramic. When you pay for a certain film, that is what you will get. The different color thing we are baffled by as we use from the same suppliers (local well known) and have never had that issue before. Excuses were given to let the customer know why they had been ignored. Not ignored, we simply did not have a working business phone at the time. Due to the trouble, ******* did offer to give a refund. We attempted a bank transfer to cash app but were given a hold timeframe. We did not respond to customer due to the bad review, although we felt the review is ridiculous. So if I have fries from ********* that are cold I should leave a review and tell everyone they should go to someone who knows how to heat their fries up? Of hundreds and hundreds of customers, these have the audacity to message the things they have insinuating that we have money problems. **** app refund amount was attempted, but customer claims they did not receive. It told us that it was waiting for customer to accept payment. They called us liars. Since we do not do refunds to begin with (policy since the business started), we decided that we would stop pursuing the attempts to refund these customers who could not even show some respect. They claim to also be small business owners but if they were then they would know and understand our decision. I think it is crazy thag a couple customers can come through and really try to tear your business down, it almost feels set up. Praying this doesnt completely ruin us as we are hard working and have 4 children. ******* is one of the best window tinters (he knows tinting techniques that new tinters wouldnt know a thing about). We are sorry these customers had a bad experience, we have been there done that and in this case I do not know why people feel the need to leave such nasty reviews. We have so many returning customers and referrals so we know that business and outcome can be 100% spot on. The customer was also the son, who is an adult and paid himself, which them leaving a ****** review also goes against their policy and standard. I dont have my mom and dad call a hairdresser or a doctors office when I am upset with the product or service I received. 

  Customer response

  04/20/2023

   I am rejecting this response because: This conversation could go back and forth like our ******** messages, without any resolve. The long messages, the waiting, the bad reviews, the BBB report, all did not have to happen, if they would have just kept their word and refunded the money like the company said they were going to, on multiple occasions (see attached). Any small business that deals with local customers using CashApp, Venmo, Zelle, etc. can tell you, the customer NEVER has to accept funds in order for payment to be sent. You can consult with any company that deals with those forms of payment. If a refund is sent through those forms of payment, that money is gone from your account and in the customers account, final. This company has 16 current reviews on ****** with a 3.9 rating, meaning there is 4 other customers, besides me who have had issues with them. On ********, this company has a 1.0 out of 5 rating, also meaning, I'm not the only one who has had issues with them. The company that we took the car to after this situation has only been tinting for 2 years. They were a little more expensive, but after 2 hours it was the best "true ceramic" tint job ever. I have since taken another car already. They were the ones that told me and clearly showed me that ******* from Desert Tinting was NOT using ceramic or thermo tint on any of the windows, which is what we paid for.

  On the issue of their money situation, we told them if they needed to make payments that was fine. Any money received is money received, right. The was the only reference we made towards their "money problems." We truly apologize if this made them feel disrespected. We just felt that, that was the issue, so we asked for payments to assist. As noted, we have a very successful business of our own and have had to deal with issuing refunds, but have NEVER made a customer write over & over, or lie to them, or ever made them worry they would not be refunded. The owners had often made reference to their struggles and mention their children, even in their BBB response. So they were the ones that pointed out their bank struggles, phone issues, overwhelming parenting issues, taking care of elderly, house problems, etc. I mention to show that we know a lot more than we should due to the issues they told us as to why we had not received payment. While we sympathize, we also have 3 children, all attending ****, so you can see, everyone has problems, and you are not alone.

  As for the bad review, we told them we would remove them if they paid the refund. No harm at all. But the reviews were 100% true. We would not lie, we didn't have to. If you look at the reviews others have wrote, you'll see that we are uniform and have had the same issues, so their must be some truth. We have long since understood that we were not going to receive any money back. Probably since before we put the bad review because we live in *******, and understand the runaround when we see it. I really hope that your company succeeds and that you see the error in your ways. But treating customers like this, lying, and leading is not the way to do business, so that's why the bad reviews were left. We would have wanted someone else to warn us if we are about to make a bad decision. Wouldn't you?

   

   

  
  

*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. ↩