All Around Glass and Tint

This letter is in response to claim # ***. On 01/06/we received a phone call from Mr*** *** inquiring on a removal of film and retint. All Around Glass and Tint was able to get him scheduled on the same day. After review of the complaint from Mr
*** we did a complete investigation by reviewing cameras reflecting the removal of film and new installation of film. I understand the concern Mr*** has regarding his Mitsubishi Lancer, however, in no way did the damage occur while his vehicle was in our shopAgain I understand how Mr*** may feel, however, it is not a practice used by All Around Glass and Tint to damage vehicles in any manner. All Around Glass & Tint does not remove door panels or utilize any tools that would cause damage. When Mr*** dropped off his vehicle on January 6th, Mr*** had mentioned that the tint was different on each window as they were previously shot out and the windows had been replaced. Mr*** wanted the film to match throughout the entire car.All Around Glass and Tint did redo the back glass a couple due to an additional molding Mr*** placed on the vehicle that we were unaware of. During the conversation that Angelo and Mr*** had when Mr*** returned to inform us of damage he stated that we could have removed the molding. Angelo informed him that we do not remove moldings or any attachments to install film. We are sorry to hear about your concern with window film installationWe strive to make sure each customer is happy with the experience from start to finishDue to the size of the video Mr*** is more than welcome to view the cameras in our shop with a scheduled appointment with management

Auto Glass and Tint Source Rio Rancho, NM 87124 April 4, 2017 [redacted]   Dear [redacted]: Thank you for taking the time to communicate to us why service did not meet your expectations.  We have every desire to address your needs and provide...

the best solution available to resolve your issue as soon as possible. In response to your complain id # [redacted].  I do apologize that there was a disconnect in communication.  As I mentioned on 04/01/2017, I was out sick with a double ear infection and sinus infection during the week you called to schedule, which I handle all scheduling.  At the time of your call my glass installer was informed that you would like to come in to view an issue, on one window that was initially tinted on 12/16/2016. On the morning of April 1st the owner explained that he did not have the amount of time to remove and replace the film on the two windows along with the quarter panel.  He did state that it would be covered under warranty, however, at that time it could not be replaced and he would try to get it in throughout the day, which you left your vehicle with the understanding that it may not be completed.  Upon your return at 1:00 p.m. your Jeep had not been completed.  At that time I explained that we no longer offer removal of film and retints on Saturdays. I did mention as we mentioned on 12/16/2016 that doors and windows did not open properly and made it difficult to remove the film and tint your Jeep.  You were in agreement that we did the best we could with the obstacles that were present.   I did offer to do remove the film and retint any day of the week, or April 22nd or 29th to accommodate the Saturday request. I mentioned that we would be closed on April 8th due to offsite training and April 15th due to the Easter holiday.  Please accept our sincerest apology for any trouble or inconvenience we have caused you, as you expressed that it was an inconvenience and would like a refund.  At that time I mentioned that it was not a practice of Auto Glass and Tint to provide refund of the service provided.  That the warranty would cover the windows that you were not satisfied with, that we would need to schedule more time, however do to the nature I am willing to process a refund in the amount of $ 55.00. Although Auto Glass and Tint Source strives to have 100% customer satisfaction, there are rare instances such as this one we try to accommodate customer requests.   We stand behind our quality of film and installation and would like to accommodate as long as doors and windows work properly we will not have any problems with the correct amount allocated in order to remedy this situation.  As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer.   It’s our goal to retain you as a satisfied customer and will hope to serve you again in the future.    Sincerely, Tell us why here...

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Please contact if needed at [redacted] or by phone which you should still have record of. Thank you, 
[redacted]