To put things into perspective, I once had a tint shop mistakenly shatter the driver side window of my two week old BMW, and I still would have preferred that situation over my experience with this shop. I made an appointment and confirmed the time of arrival in the morning. The next morning I send a follow-up message asking whether Brian was on his way. It was about 30 minutes past the appointment time and I get a response ten minutes later that another appointment finished late and mine would have to be pushed back to 1pm. Mind you, my appointment was scheduled for 9am, so I'm not sure I buy the story that he scheduled an earlier client, seeing as how tint jobs take two hours and you need to account for traffic in LA between clients. Does this guy start work at 6am?
Anyway, Brian and his colleague show up at one and get to work. Tint jobs usually take two hours, but I was tinting an i3 which has several little windows. Despite that I thought the job went on too long. By the time they were finishing, the sun was going down. It took 3.5 hours.
Everything looked good until after I was able to roll down my windows and noticed a crinkling noise when I did this. Upon further inspection it seems the tint at one corner did not adhere properly and was lifting against the rubber seal. I texted Brian again and he said he would come by to fix it the next day.
The next day he shows up and gets to work replacing the film on the window. Once he's done I take a look and everything appears to be fine until the following day when the tint starts bubbling up. I also noticed that they used a razor to cut away some of the rubber seal around the window and did a pretty bad job of it where it looks gouged and just not clean at all. I don't think it was necessary to do. I'm disappointed at this point but figure Brian can take care of it, so I ask him back to fix it again. Brian says he'll fix the bubbling and that the window seal trimming was necessary, but then it doesn't explain why the other door has no trimming. It was the week of Thanksgiving so I asked him to put me on the schedule for next week any day.
The following week comes and I hear nothing from Brian. Finally I send him a message saying that I'm flexible this week whenever he can fit me in, and he responds "ok thanks." Two days later and no word, so I message again and get a response that he can fit me in the following week. I said that's not possible, as my wife who was on leave will start working again and will need the car. If Monday is his only day available then it has to be first thing Monday morning. He agrees to stop by at 8am.
Monday morning comes by and I get a text at 7:30am saying that he has to resupply his tint and if we can push back the appointment to 1 or 2pm. Of course that won't work, I made it really clear in my last message that it had to be first thing Monday morning and why, so I'm not sure why the question about rescheduling to a later time. He tried to get me to agree to a different day on the weekend. I let him know my wife works Saturdays and needs the car, and Sundays are our only full day together, I wasn't about to spend it waiting for the tint guy to maybe show up on time and get the job done. So at this point I would be going elsewhere.
Of course I was upset by this point. If I was clear on needing the work done at a certain time on Monday morning, you resupply on Sunday night. This kind of thing just screams a lack of attention and sloppy business. You ran out of supplies? Ok, don't make that my problem! Brian obviously didn't value my time enough to be ready during our first appointment or our last.
I took the car somewhere else to be retinted and sent an image of the invoice for the single window tint removal and replacement to Brian asking for a refund in that amount, $49. Brian agreed. Never got my refund and had to file a charge back with my credit card company. He must have tried contesting it because weeks after my card company sided with me, I was rebilled by Square for the $49. Seriously?
Talk about failure. Some small business owners understand how to turn a bad situation into a learning opportunity and a way to earn good will with a customer. Brian is simply just not professional enough to understand the concept of good service. Had he tried to make this right, at worst I would have chalked it up to bad luck and left no review on Yelp, or written how a bad situation was remedied by a good faith effort to maintain customer satisfaction. Instead you totally earn this one star review. read more