Hearing Aids Unlimited, Beltone

As to the complaint about the [redacted] Legacy we were unaware of the issue and were never contacted by the customer to notify us of the problemWe were unaware of the issue and are more than happy to speak with the customer and a schedule a time to have them bring the vehicle in to resolve the issue at their earliest convenience

I am rejecting the Customer response7/- Prior to installation the installer/owner spoke with the customer and advised against tinting her rear window due to the fact that the bottom of the window is pressed right against the inside of the rear dash and that there would be no way to get the film all the way down to the bottom of the window which would leave a gap between the bottom of the film and the bottom of the windowThe customer elected to move forward with the installation knowing what to expectPrior to the installation the installer/owner went over the vehicle with the customer and explained that the bubbling initially was water that gets trapped in between the film and the window and after parking it in the sun the water would evaporate (this is reiterated on the tint care instructions that all customers are provided upon checkoutAt the time of checkout the customer had every chance to discuss concerns about the window placement however when she left she was happy7/- As for looked for resolution and found none, what does this mean? This does not suggest that the customer showed up to our location or even calledOur office is closed for automotive window tinting on Sunday's and Monday'sOccasionally we will have a light load for commercial or residential tinting and as a courtesy we will have an installer or two come in and execute automotive jobsWe do not execute automotive installations on Monday's ever and therefore there will not be anyone onsite on Monday's.8/- After reviewing our phone records there is not a single phone call from the customer or her husbandAs for being out of town, yes our Grandmother passed away and I can provide the obituary if need beThe installer that assisted the customer on that specific day was not familiar with addressing this type of situation and therefore over estimated the length of time and how to address the customer concern in regards to the window peeling downIt was never mentioned to me about bubbling but the peeling is what needed to be addressedour installers are not allowed to provide customer with transportation services as this is not covered in our insuranceIt is not common practice for us to provide transportation services to any customers under any circumstances due to safety and insurance reasonsIn this case I did offer to provide the customer with a ride back to work in an effort to demonstrate our sincere apology for the inconvenience of having to come back in on her work day.8/- Customer called in and left message regarding exchange with our installer8/- Reviewed message once back in the office and contacted customer to discuss incident and apologizeRequested that customer return and that we would assess and address her concernsShe said she would discuss with her husband and get back to me8/- Customer text me and said she would like to come in Monday or Tuesday around 11:to have the tint redone and I would drop her off at workMy response was only in regards to the day and time and I did not commit to having the window redone at this point as I have not seen the window to assess what exactly needs to happen (as discussed over the phone)8/- Customer came in and after having the owner review the rear window an the peeling which was what the customer pointed out when she came outside to reiterate her concernsThere was no mention of bubbles until the owner said he could repair the section that was peelingThe intent on the customers behalf was to have the window shade changed to a lighter shade and this was why she wanted the tint removed and reinstalledOnce she realized that this was not going to happen is when everything turned negativeWe tried to explain to her that even if we removed the tint and reinstalled it, the shade would have to be the same in a warranty situation and that was not acceptable since she did not want the same shade nor did she want to pay for the shade changeWe are unable to replace a window under warranty with a different shade, it has to be the same shade unless the customer pays for the shade change which would be $As for taking her to the back of the building, this was where her vehicle was located and we brought her back to her vehicle so she could show us her concernsIt was her choice to stay outside and wait for the work to be completed as she was angryThe peeling was repaired (a simple adhesive issue on her dot matrix to ensure proper adhesion of the film)When it comes to vehicles with a thicker dot matrix there occasionally will be adhesion issues because tint is intended to lay over glass not paint (which is what the dot matrix is made of)The customer requested that we address the peeling and change her shadeWe corrected the peeling and as for the shade change, it has to be paid for in order to be done.8/- spoke with customers husband and discussed the outcome for about minutesHe expressed that he was not looking for a refund but more an acknowledgement of our fault which was grantedOur fault was not adhering the tint firmly and having to have the customer returnOur fault was the way our employee handled the situation and the misinformation that was passed to the customerAll in which were acknowledged and apologized for.8/- Customer proceeded to email me and explain how I needed training in customer experience and that I do not know how to run a business and attack me as a business owner and belittle me as a personI requested that she please redirect her communications through the Revdex.com as the emails were turning into harassment and not focusing on the issueThe emails stopped and then there was a [redacted] review posted that was highly falsified and we elected to not respond to the review

We have spoken with this customer and after discussing the situation with her husband we have scheduled an appointment for the customer to come in on Friday 7/24/and have the issues addressedWe have not been given the opportunity to rectify the problem and feel that this complaint is not warranted at this time since we are repairing the issues

We have spoken to the customer and will proceed with appointment on Friday at this pointWe will contact the office of the Revdex.com to discuss our concerns regarding moving forward with the appointment and what options are available

I am rejecting this response because: I am rejecting the Business Response 7/- Prior to installation the installer/owner spoke with the customer and advised against tinting her rear window due to the fact that the bottom of the window is pressed right against the inside of the rear dash and that there would be no way to get the film all the way down to the bottom of the window which would leave a gap between the bottom of the film and the bottom of the windowThe customer elected to move forward with the installation knowing what to expectPrior to the installation the installer/owner went over the vehicle with the customer and explained that the bubbling initially was water that gets trapped in between the film and the window and after parking it in the sun the water would evaporate (this is reiterated on the tint care instructions that all customers are provided upon checkoutAt the time of checkout the customer had every chance to discuss concerns about the window placement however when she left she was happy. Response: The Tint business did not give me a choice or options but to proceed and did not let me know before installing this would be an issueHad I known prior I would have elected to do business elsewhereWe had been in the waiting area for an hour already and installer said my car was “defective,” to excuse his poor skills and the gap leftInstaller said it would turn out good and the visible bubbles would disappear after a week of parking my car in the sun which did not happen 7/- As for looked for resolution and found none, what does this mean? This does not suggest that the customer showed up to our location or even calledOur office is closed for automotive window tinting on Sunday's and Monday'sOccasionally we will have a light load for commercial or residential tinting and as a courtesy we will have an installer or two come in and execute automotive jobsWe do not execute automotive installations on Monday's ever and therefore there will not be anyone onsite on Monday'sResponse: I called the location multiple times and drove by the business and no one was on the premises 8/- After reviewing our phone records there is not a single phone call from the customer or her husbandAs for being out of town, yes our Grandmother passed away and I can provide the obituary if need beThe installer that assisted the customer on that specific day was not familiar with addressing this type of situation and therefore over estimated the length of time and how to address the customer concern in regards to the window peeling downIt was never mentioned to me about bubbling but the peeling is what needed to be addressedour installers are not allowed to provide customer with transportation services as this is not covered in our insuranceIt is not common practice for us to provide transportation services to any customers under any circumstances due to safety and insurance reasonsIn this case I did offer to provide the customer with a ride back to work in an effort to demonstrate our sincere apology for the inconvenience of having to come back in on her work dayResponse: From previous conversation on Saturday 7/the owner said come in when you can to get it looked atI came in on 8/and the installer was aware of me coming in because I confirmed with the receptionist I would come in at 11:30am on my lunchThe installer proceeded to tell me it would take hrsto get it re-installedI told him I was on my lunch break and I needed to get back to work, I asked if they may take me back to work while it was getting re-done and he said no, you will need to rescheduleI sat in the lobby area and then in no efforts of being able to get a ride back to work I told the installer I needed to talk to himWhen I talked to him I told him I wanted a refundHe said I would need to talk to the business ownerHe gave me a business card with his hand writing and the business owner name “*** 9m-5pm.” And said to give them a callI gave them a call various times and they did not answer the phone8/- Customer called in and left message regarding exchange with our installer Response: The business did not answer the phone so I made another trip on my lunch and I was greeted by the same installer and he said the owners are still not back in town and that they were on a flight backI said you do not answer the phone, please have the business owner call me back, I left a copy of my invoice and a message in person with the installer8/- Reviewed message once back in the office and contacted customer to discuss incident and apologizeRequested that customer return and that we would assess and address her concernsShe said she would discuss with her husband and get back to me. 8/- Customer text me and said she would like to come in Monday or Tuesday around 11:to have the tint redone and I would drop her off at workMy response was only in regards to the day and time and I did not commit to having the window redone at this point as I have not seen the window to assess what exactly needs to happen (as discussed over the phone). 8/- Customer came in and after having the owner review the rear window an the peeling which was what the customer pointed out when she came outside to reiterate her concernsThere was no mention of bubbles until the owner said he could repair the section that was peelingThe intent on the customers behalf was to have the window shade changed to a lighter shade and this was why she wanted the tint removed and reinstalledOnce she realized that this was not going to happen is when everything turned negativeWe tried to explain to her that even if we removed the tint and reinstalled it, the shade would have to be the same in a warranty situation and that was not acceptable since she did not want the same shade nor did she want to pay for the shade changeWe are unable to replace a window under warranty with a different shade, it has to be the same shade unless the customer pays for the shade change which would be $As for taking her to the back of the building, this was where her vehicle was located and we brought her back to her vehicle so she could show us her concernsIt was her choice to stay outside and wait for the work to be completed as she was angryThe peeling was repaired (a simple adhesive issue on her dot matrix to ensure proper adhesion of the film)When it comes to vehicles with a thicker dot matrix there occasionally will be adhesion issues because tint is intended to lay over glass not paint (which is what the dot matrix is made of)The customer requested that we address the peeling and change her shadeWe corrected the peeling and as for the shade change, it has to be paid for in order to be done8/- spoke with customers husband and discussed the outcome for about minutesHe expressed that he was not looking for a refund but more an acknowledgement of our fault which was grantedOur fault was not adhering the tint firmly and having to have the customer returnOur fault was the way our employee handled the situation and the misinformation that was passed to the customerAll in which were acknowledged and apologized for8/- Customer proceeded to email me and explain how I needed training in customer experience and that I do not know how to run a business and attack me as a business owner and belittle me as a personI requested that she please redirect her communications through the Revdex.com as the emails were turning into harassment and not focusing on the issueThe emails stopped and then there was a Yelp review posted that was highly falsified and we elected to not respond to the reviewResponse: The business only repaired the peeling in minutes, wasted my hour of lunch and did not address the visible bubbles on the terrible tint jobThey said they did their part and bypassed the bubble issueI have had enough of giving this business the benefit of the doubt and opportunities to make mends and ask for my money back as this business has not provided a good service

I am rejecting this response because:Five visits total: 7/16/Day of Installation, visible bubbles, installer/owner said bubbles would disappearAnd he also said he was not able to install the tint properly due to my car being defective, which I highly doubt.8/31/Looked for resolution found none.7/1/Called and called and went business again, I was told business owner was out of town due to a family loss would be in the next dayThen and there EE said he would take hours to install tint and I said I needed to get back to work so having an appthe said I would need to rescheduleI then told the EE that was ridiculous and that they had terrible customer service making me come in again on my work hours as I work M-SatI NEVER used profane language, those are complete allegationsI apologized because I said it was ridiculous and was firm when I asked for my money back and did not want to come off as rude, but never did I lower my standards and level to theirs of rudeness and unprofessionalismI then said I want a refund, he said I would have to talk to business ownerGave me a number they never answer7/2/The business never answered and so I went in to business in person again, left my contact information with the EE.7/3/Business owner finally called me back from missing for few days and said she would take me back to work since the job would take hrsto remove and reinstall the tintScheduled an apptfor 8/8/17.8/8/Day of minute Repair done and refused to remove tint film and said it would cost me extra to get it removed and installedThey left the bubbles in the tint and called me a liar when I told them the previous had promised me to remove the tint and re-installVery unprofessional and terrible customer serviceTook me to the back of the building and had me wait in the heat while they got the minute repair done, which did not resolve the issueI demand my money back!

The customer called to inform us that her rear window had a section that was peeling from the rear window and she was informed to come in so that we may determine what needs to happen (repair or remove and reinstall)When she arrived one of our technicians informed her based on his understanding
that we would need the vehicle for hours and that she could leave it with us for repairShe requested a ride back to work however that is not a service that we offer therefore she would bring it back another dayShe proceeded to say that he was rude and referred to the receptionist (*** ***) as a B*** even though I was not on the premises for this interactionShe came back and apologized for her behavior and requested a phone call back from meI called her and offered her to come in and we would determine what needed to happen and that if it would be long I personally would provide her with a ride back to work and she gladly obligedWhen she arrived on 8/8/one of our experienced technicians was able to address the issue (as it was a problem that he encountered previously and fixed with no further issue) and complete the repair in about minutes even though we spent about minutes trying to explain to her that she was misinformed by the first technician due to his inexperience with this type of obstacleThe customer was more upset because she wanted us to remove the window and install a different shade and we tried to explain to her that even if we removed it and reinstalled it, it would be under warranty and therefore would have to be replaced with the same shade due to our warranty policy and if she wanted to change the shade she would have to pay for the materials to switch the shadeThe customer was inconvenienced by having to return times not however we were able to address her concerns in a matter of minutes instead of hours

I am rejecting this response because: I NEVER agreed or scheduled an appointment with High Quality Window Tint, when I took my car on Sunday to have them correct the problem the owner stated at that time: "there is no such thing as a perfect tint, and I will not have my employees spend an hour fixing your ting" I left and later my boyfriend came back to get the warranty paperwork for my records. At that time he talked to the owner one last time and he agreed for my boyfriend to drop off my car on 7/24/2015 for them to see what they could fix. After leaving HQ Window tint I have visited 2 window tint shops and without mentioning my issue with the tint they have inspected all 5 windows and all 5 windows have dust particles in between the window and tint, there is several scratches and bubbles on several windows. I am concerned that if I take my vehicle for them to re-do the job they will do the same job/worse or even damage my vehicle. After looking at the reviews they have a history of damaging customers vehicles. I feel that what I am asking for is fair due to them not providing the service they had promised. I want the tint to be removed and get a full refund. I am the person who paid for the tint, I am the person who signed and I am the one who was told by the owner he would not repair or spend any time on my vehicle. Whatever agreement HQ Window tint had or agreed with my boyfriend was never communicated to me by HQ Window Tint for my to accept or declined. On Sunday July 19, 2015 I was told by them there was nothing they would do to correct the issue.

We have spoken with this customer and after discussing the situation with her husband we have scheduled an appointment for the customer to come in on Friday 7/24/15 and have the issues addressed. We have not been given the opportunity to rectify the problem and feel that this complaint is not...

warranted at this time since we are repairing the issues.

As to the complaint about the [redacted] Legacy we were unaware of the issue and were never contacted by the customer to notify us of the problem. We were unaware of the issue and are more than happy to speak with the customer and a schedule a time to have them bring the vehicle in to resolve the issue...

at their earliest convenience.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, I have agreed to take my vehicle for HQ Window Tint to look at my concerns. My boyfriend took my car to them for their review today 7/24/15. A new appointment has been scheduled for August 8th for HQ window tint to address my concerns (not clear on what they will be doing on that day). I will also be providing Revdex.com documentation that was provided to me that documents all 5 windows have dust particles and shows signs of tint contamination.

Customer showed up this morning, stood in our lobby and would only say she was waiting for the police. She never said why she was here, what she was waiting for or even what her concerns were. She was asked to please leave if she was going to be irate once she started saying she was awaiting the...

arrival of the police to come and cite us. She never said what she needed. She said she was going to stand in front of the door and make sure to block our customers from coming in to our business so she could tell them how horrible we are. We have a customer who is willing to leave a statement to the events that happened this morning. We never said we would not address her concerns and were more than willing to assist her if she had not come in to our place of business with such hostility. The police did show up and due to her behavior they told her she needed to leave.

I am rejecting the Customer response7/16 - Prior to installation the installer/owner spoke with the customer and advised against tinting her rear window due to the fact that the bottom of the window is pressed right against the inside of the rear dash and that there would be no way to get the film all the way down to the bottom of the window which would leave a gap between the bottom of the film and the bottom of the window. The customer elected to move forward with the installation knowing what to expect. Prior to the installation the installer/owner went over the vehicle with the customer and explained that the bubbling initially was water that gets trapped in between the film and the window and after parking it in the sun the water would evaporate (this is reiterated on the tint care instructions that all customers are provided upon checkout. At the time of checkout the customer had every chance to discuss concerns about the window placement however when she left she was happy. 7/31 - As for looked for resolution and found none, what does this mean? This does not suggest that the customer showed up to our location or even called. Our office is closed for automotive window tinting on Sunday's and Monday's. Occasionally we will have a light load for commercial or residential tinting and as a courtesy we will have an installer or two come in and execute automotive jobs. We do not execute automotive installations on Monday's ever and therefore there will not be anyone onsite on Monday's.8/1 - After reviewing our phone records there is not a single phone call from the customer or her husband. As for being out of town, yes our Grandmother passed away and I can provide the obituary if need be. The installer that assisted the customer on that specific day was not familiar with addressing this type of situation and therefore over estimated the length of time and how to address the customer concern in regards to the window peeling down. It was never mentioned to me about bubbling but the peeling is what needed to be addressed. our installers are not allowed to provide customer with transportation services as this is not covered in our insurance. It is not common practice for us to provide transportation services to any customers under any circumstances due to safety and insurance reasons. In this case I did offer to provide the customer with a ride back to work in an effort to demonstrate our sincere apology for the inconvenience of having to come back in on her work day.8/2 - Customer called in and left message regarding exchange with our installer8/3 - Reviewed message once back in the office and contacted customer to discuss incident and apologize. Requested that customer return and that we would assess and address her concerns. She said she would discuss with her husband and get back to me. 8/3 - Customer text me and said she would like to come in Monday or Tuesday around 11:20 to have the tint redone and I would drop her off at work. My response was only in regards to the day and time and I did not commit to having the window redone at this point as I have not seen the window to assess what exactly needs to happen (as discussed over the phone). 8/8 - Customer came in and after having the owner review the rear window an the peeling which was what the customer pointed out when she came outside to reiterate her concerns. There was no mention of bubbles until the owner said he could repair the section that was peeling. The intent on the customers behalf was to have the window shade changed to a lighter shade and this was why she wanted the tint removed and reinstalled. Once she realized that this was not going to happen is when everything turned negative. We tried to explain to her that even if we removed the tint and reinstalled it, the shade would have to be the same in a warranty situation and that was not acceptable since she did not want the same shade nor did she want to pay for the shade change. We are unable to replace a window under warranty with a different shade, it has to be the same shade unless the customer pays for the shade change which would be $75. As for taking her to the back of the building, this was where her vehicle was located and we brought her back to her vehicle so she could show us her concerns. It was her choice to stay outside and wait for the work to be completed as she was angry. The peeling was repaired (a simple adhesive issue on her dot matrix to ensure proper adhesion of the film). When it comes to vehicles with a thicker dot matrix there occasionally will be adhesion issues because tint is intended to lay over glass not paint (which is what the dot matrix is made of). The customer requested that we address the peeling and change her shade. We corrected the peeling and as for the shade change, it has to be paid for in order to be done.8/8 - spoke with customers husband and discussed the outcome for about 20 minutes. He expressed that he was not looking for a refund but more an acknowledgement of our fault which was granted. Our fault was not adhering the tint firmly and having to have the customer return. Our fault was the way our employee handled the situation and the misinformation that was passed to the customer. All in which were acknowledged and apologized for.8/8 - Customer proceeded to email me and explain how I needed training in customer experience and that I do not know how to run a business and attack me as a business owner and belittle me as a person. I requested that she please redirect her communications through the Revdex.com as the emails were turning into harassment and not focusing on the issue. The emails stopped and then there was a [redacted] review posted that was highly falsified and we elected to not respond to the review.

Company states: We have talked with the consumer and they have agreed to bring in the vehicle so we can address the concerns.

We have spoken to the customer and will proceed with appointment on Friday at this point. We will contact the office of the Revdex.com to discuss our concerns regarding moving forward with the appointment and what options are available.