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:04/30/2024

  Type:Product 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 am filing a formal complaint against Sundown Customs Window Tinting regarding the unsatisfactory service I received for tinting my vehicle. Last year, I brought my new Volvo XC60 to their establishment for window tinting, having previously utilized their services for another vehicle without issue. However, this time, the quality of workmanship was severely lacking. Upon inspection, I noticed striation marks on every window, indicating improper installation. Seeking clarification and a resolution, I reached out to Sundown Customs to discuss their warranty policy. Initially, I was assured of a lifetime warranty by the owner. However, when I mentioned my previous service and inquired about addressing the issues with my current tinting, the owner's demeanor changed. Suddenly, the warranty became conditional, and he suggested that without a physical invoice, he could not honor any warranty obligations due to alleged manufacturer requirements. This response is deeply concerning and indicative of a lack of accountability and integrity on the part of Sundown Customs Window Tinting. Despite acknowledging the imperfections in their work, they are unwilling to stand behind their services and fulfill their promises to customers. There was also no mention of requiring me to hold on to the invoice to support any warranty. I did pay cash for the service as they offer a "special" discount for those that do - the purpose explained was due to the savings of credit card fees. The owner also explained that his POS does not keep records or invoices which is hard to believe given requirement to keep them for tax purposes. I urge the Better Business Bureau to investigate this matter thoroughly and take appropriate action to ensure that consumers are protected from deceptive business practices. It is my hope that this complaint will prompt Sundown Customs to reassess their policies and prioritize customer satisfaction and transparency moving forward.

  Business Response

  Date: 05/17/2024

  *** called us about having work done here but was unsure about when it was done we told him that our products do have a lifetime warranty but we would need his receipt so we can verify it was done by this business as there were 2 different tint shops here prior to us being here (Tint Solutions ** ****** * *********** ** ******) and we have people coming in looking for warranty work from the previous 2 shops that were here. He said that was fine and he would find his receipt before coming in. He came into the establishment several weeks later and showed us the issues he was having on his front 2 windows but when we asked for his receipt So we could see that it was done with our business and what type of film was used at what percentage he said that he couldn't find it and that it was up to us to keep records of everything we did here. I explained to him like any business we do require a receipt we cant just take the word of anyone that walks in the door, he then claimed we were just trying to get out of doing warranty work to which we responded we had no problem doing warranty work but we needed the receipt. I asked if he knew when he did it he said he was unsure, I then asked if he could pull up a credit card receipt from his bank account as that would be enough to show proof of purchase but he claims to have paid cash. He has since left a bad review even though he has no way of showing it was even done by us for which we will be taking him to court for as it is liable and slander and now according to his report he has magically decided it was done a year ago but for some strange reason waited a whole year to have something fixed he claims was done when it was installed. The BBB is full of smart qualified people and I'm sure that anyone looking at this objectively will be able to see right through what is going on with this complaint as it holds no merit and any business you go into to return something or have warranty work done they will always require a proof of purchase.