This was, without question, the worst experience I have ever had with an automotive business. Read other reviews, many mention Hugo and the damage to their cars!
I trusted this company with my brand new luxury car for what should have been a simple window tint installation. Instead, they returned my vehicle with extensive damage to the interior. My red leather rear seats were stained and damaged, the rear seat belts were permanently stained, and there was black grease and residue throughout the interior. They even left a filthy black towel covered in grease inside my car. There was oily residue on my windows, rearview mirror, and multiple interior surfaces. This is completely unacceptable for any vehicle, let alone a luxury car that was practically brand new.
The damage was shocking, but what happened afterward was even worse.
When I contacted the owner, Hugo, I wasn't looking for an argument and was appalled by his response--I wanted him to inspect the damage and make it right. Instead, I was told that I had to accommodate his schedule and how could it take me 7-10 days to see the damage (this car is only driven on the weekends and I bought the car on a Friday evening and took it to there business for tint Saturday morning). I closed my own business to meet him at the time he requested (I was 15 mins late as I take care of ill patients and texted him throughout the day), only to discover that he had already left after waiting approximately 15 minutes (no courtesy text to tell me not to come or he had an emergency).
When we finally spoke, the owner was dismissive, argumentative, and unwilling to take responsibility. Rather than addressing the damage, he blamed me, claiming I should have inspected every inch of my car the day I picked it up. Customers hire professionals because they trust them to care for their vehicles--not because they expect to perform a forensic inspection after a window tint installation.
The only "solution" offered was to steam clean the interior. That is not a solution when the leather has already been damaged, leather burned off, and the seat belts have been permanently stained. Cleaning cannot undo physical damage (see photos).
To make matters worse, when I went to the shop--as they had requested--to discuss the damage, I was told I was trespassing. When I requested to speak with the guy who tinted my windows, the man who has facial piercings and tattoos slammed the door in my face (per Hugo owner instructions).There was another couple sitting there with their child who apologized to me as they were in complete shock. I have never been treated so disrespectfully by a business.
When I requested the company's insurance information so the damage could be handled properly, the owner refused to provide it. Instead, he told me to "get my attorney" because he would not be giving me any information and most shockingly, he stated "if you write a negative review, I will sue for defamation of character."
This entire experience has been defined by poor workmanship, a complete lack of accountability, and customer service that was hostile from the moment I reported the damage. Instead of standing behind their work, they denied responsibility, refused to cooperate, and left me with a damaged vehicle and no meaningful attempt to resolve the situation. I now have to spend thousands of dollars to repair my car. Multiple dealers and detail companies have inspected the car and stated the damage is from the tint (I have photos of the interior the day before when I bought the car).
If you own a luxury vehicle--or any vehicle you care about--I would strongly recommend taking it somewhere else. Based on my experience, I would never trust this business with another vehicle and all my friends, family, and clients are all aware to not do business here. read more