I normally don't like to leave bad reviews on a company because I know things happen and sometimes there's miscommunication on both parties, but I feel compelled to write a review because I'm hoping that whom ever is in charge will reassess his employees and their customer service.
This is the second time going to Custom Tints. My previous experience was great and I have nothing poor to say about that. Customer service was excellent I actually remember the girl who helped me her name was Paige and she was pleasant and made the experience so great that I decided to bring my brand new Tesla back to get the windows tinted.
When I originally called I spoke with a man (again he was pleasant and knowledgeable) I scheduled my appointment, but after calling other places and speaking with my husband we thought that it was too expensive. I called back to see if there was a less expensive option (I wasn't looking for top of the line tint, I wanted it to be dark and I wanted it to last, I didn't care about "heat protection" or if it was "ceramic". My goal calling back was to see if they offered something less expensive. I was transferred a couple times to two different girls, the second one I spoke to was pretty rude, or seemed to have an attitude and kept wanting to reiterate the "heat protection" with the tint. After several minutes of her talking and trying to up sell me, all the while with an attitude, she finally told me they offer a low end ceramic, which I was perfectly fine with. The confusion after we got to the cheaper price was the back window. Tesla has a huge back window, there also is a small moon roof, but they are two separate pieces of glass. I then asked what the price would be for the whole back window tinted but not the moon roof. She then said that the price would be $550.00. That seemed more reasonable for what I was wanting. But because of the long drawn out conversation and her going on and on about different things, I made sure to ask at least two times that that price included the front windshield too. She said "yes, that's everything out the door."
Fast forward to my appointment day. We arrived at our scheduled time and the guy at the counter "Paul" was very nice, none of this was his fault, he just got the bad end of the deal, because the girl I spoke to wasn't there yet. He begins the conversation with saying that he knew there was some confusion with the back window when I scheduled the appointment, I said yes but I thought we were all good? I took him out to my car to show him what I wanted tinted so there would be no confusion for them. He then said that that back windshield will cost more because it's bigger. I then started to get upset because I knew where this was heading. After explaining to him the whole conversation I had with her he tried to call her and also talked with I'm assuming his boss. His boss came in and said that the price was correct "550.00" and Paul even double checked with his boss in front of us that that price included the "whole back window" he nodded his head and said "Yes!" We then said "great", left the key and went home. I was home maybe 20 minutes when I received a call from Andrea that maybe was her name? (The girl I spoke to originally.) She said she would be doing the tint on my car today and wanted to clarify everything. She began telling me all she was going to do and then mentioned the back window will only be tinted to the defroster not all the way up. I then said "no, that is not what I was wanting, I don't want to see a line where it stops", she said you would definitely be able to see a line. She then went on to say that she made that very clear the last time we spoke. I said "absolutely, not! I would never agree to having half my window tinted!" I told her forget it, I will come pick up my car! So needless to say I did not get my car done here.
My point in this review isn't about this companies quality of service, because what I have experienced with my other car, it was great, that is why I chose to come back. My point however is their customer service! Particularly just this one employee. She was rude and quite belittling to me. I'm sorry I don't know all about tint varieties and heat protection etc etc but I do know that a bad employee can make or break your company. Because of the way she talked to me and the poor communication, telling me one price and then changing it once she saw the car, made me decide to write this review. I am a small business owner myself and I have worked in the customer service industry for my entire working career. If I ever had an employee speak to one of my customers the way she did she would be terminated or definitely put through better training on proper ways to speak to customers.
I will unfortunately be taking my business
elsewhere, and will no longer be referring your business to others. read more