Invisiblemask

I bought this mask to go over my front bumper. It was way too short. I installed this myself with all the extra supplies they give you. I never did something like this before. I started at one end because that is where I was after I laid it all out with the soapy water solution. The plastic did not reach the seam in the fender so I stretched the film but it made winkles. I tried to get the winkles and bubbles out but I could not get all of them out. I then stopped and started to work toward the middle only to find out that it was not centered. Too late now to try to center it. I noticed that there were two dips on the top of my bumper so I tried to get the film in there with no luck. I move on to the other side but I had to stretch the film a lot more. I ended up with a lot more winkles and bubbles in the film then the other side. I should have just removed the whole film at this point and threw it away. After about four hours I ended up with a winkled and bubbled film. Not happy at all! This film should only be applied with two professionals applying it and not by someone that has never done this before.

Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ We have very clear terms which this customer agreed to when purchasing this productWe guarantee it 100% but a certified installer must be usedWe can't be held responsible if someone doesn't install their kit properly and ignores the terms they agreed toWe don't refund on used items since they can't be resoldAll of these kits are custom madeWe have verified it is the correct kit and we have used it plenty of times before with no issues or no complaints and have been in business over years We aren't in business to let buyers test our their skills with our product & if not done right we foot the billNo business works this way A direct quote from [redacted] ***'s email to us below which seems very aggressive and we prefer not to do business this way Quote: [redacted] By the time I'm bored dealing with you It'll have cost you 5x the filmAnd, [redacted] For us spilled rich [redacted] It isn't over unless we say it's overEnd of story" Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The so called kit does not fit the carThese people may have been in business for years, but they haven't learned how to cut a film template or they don't update themI stand behind my ability to install films, I've been doing it for over yearsMy aggressive languange with them is in direct response to their attitude and intimidation of customers who challenge them I prefer to throw their kit in the trash, where it belongs Final Business Response / [redacted] (4000, 9, 2015/09/17) */ There is no attitude towards Mr***I believe the only response he would accept is "here is all your money back" and for us to ignore the polices we put in placeThose same policies he agreed to when checking out and paying for the itemWe put a disclaimer throughout our website, on the receipt email, the FAQ page, on the checkout page etc to try to avoid these situationsAgain, there is a 100% fit guarantee but that's only using a certified installerIf you choose to install this yourself we can't guarantee it because we don't know your skill levelHow could we possibly guarantee a persons skill level which we no nothing about? With a certified installer we know they have passed a course in paint protection film which is quite a bit different that tint,vinyl films, stickers, etc Our kits are all test fitted and designed on the actual car they are intended forWe've sold this one many times along with installing itHis claim it's not an updated template is because this is for a car His language and threatening manner towards us is not taken lightlyWe have literally thousands of happy customers and a lot of repeat business and this is a quality product without a doubtI am assuming there will be no resolution here unless we ignore our own policy and refund I will offer one VERY FAIR resolution which we've done in the pastI will take the kit to the exact same year,make, model and record the installer putting the piece on and showing it will fit when done properlyIf we can't get it done correctly then I will refundIf we can then My [redacted] is to remove all the negative reviews including this one at Revdex.com This would remove any doubt that it did not fit properly and it was not our fault Final Consumer Response / [redacted] (2000, 12, 2015/09/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Remove all my negative comments No need to prove anything to me

Customer himself stated that the website says the following "Our standard hood coverage is cut on a 24" sheet of film which usually means 21-23" of hood coverage.” And this is true but notice the word “usually” in this statementIt is not 100% that all of our kits are 21- inchesEach car is different, each design is different and we have 40,designsSo we say the kit is usually 21-inches in generalWe do not say “kits are always 21-inches”If we did say they are always this size then I see the point but we don’t say this Our prices are calculated on how much film is being usedCustomer has paid a fair price for this because if it is truly inches then we have calculated for that and priced it accordinglyWe are not charging for a 23” kit and then send a 17” kitOur software allows us to see the exact square footage used and prices are calculated off thatSo as an example, if we modified the customers kit to go to inches then it would cost maybe 20% more than what he paid (more film is used, higher square footage)So in the end, the price paid was the fair price If anyone has any questions on exact hood coverage or ANY item we sell I would urge them to ask us before purchasing so this type of thing does not happen Also, to explain another pointSome hood kits (including this customers) have a bikini cut shape which means it dips down in the center to make it less noticeableIf you measure at the lowest part of the dip then it may not be the best way to measure because in the end we are still cutting it on 24” sheets of film So the ends are 23” just like we state but it has a bikini style cut which dips down in the centerThe customer is measuring at this location

Initial Business Response / [redacted] (1000, 5, 2015/12/16) */ We have terms every customer agrees to when purchasingThe product is 100% guaranteed but you must use a "certified installer" and this is importantIf the terms are not followed we can't offer our guaranteeIt is really that simple and we can't make exceptions or why have terms Customer wants another hood piece for free but it will be identical to the previous one that didn't work for himI don't know how this would helpThis tells me the hood piece was fine (if the person wants another one) and it was an installation issue Having a gap means it wasn't stretched and we go over this in our free DVD and its also on our websiteThe product must be stretched and can stretch up to 20% it's own lengthThis means if you have a inch piece it can stretch INCHESSo if there is a 1inch gap that is very minimal stretching that needed to be done Lastly, we did offer customer a new hood piece for only $which is roughly 1/5th the costPractically freeConsidering customer didn't follow our terms I feel this was very generous since we'd lose money getting him a new piece (again, that is identical to the first one) Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The hood piece was evidently cut wrong by invisible maskMy professional installer has been working with paint protection film for yearsI would settle if they would just give me a refund of what the hood film is worthIt is a defectI shouldn't have to be charged for a mistake they sent meI have pictures of the film on how it looks if you need proofI did sent invisible mask pictures as well Final Business Response / [redacted] (4000, 9, 2015/12/17) */ Our terms were not followed and that is the first issue hereA certified installer must be use, no exceptionsWe do this to avoid these exact issuesA person may have years of experience, doesn't matterMUST BE a certified installerThe film was not cut wrongThere is no way for us to cut it wrongIt's done by a very precise machine & computer and if we send another it would be identical to the one already sentIt makes no sense to send another if you think the first did not fitWe could send and they'd all be identicalWe've sold thousands of this exact pattern and there's been no problems There is no defectThe problem is in installationPictures of a gap on each end will show us it wasn't installed properlyIt was not stretched into placeIt stretches very easilyAn inch of stretching can be done with little effortOur DVD explains this and our website explains this & also why it needs to be doneWe are sure to cover this step in installation It sounds like customer wants to keep the film on the car and would like us to refund also but we just can't do that for obvious reasonsWe can't sell the film if its be returned either Again, there is a 100% guarantee on every single one of our kits BUT OUR TERMS MUST BE FOLLOWEDWe really only have one single ruleUsing a certified installer if you want the guaranteeWe do offer installation insurance to cover errors iike this but the insurance was not purchased We offered a totally new hood piece for only $which is beyond what we normally would offerWe lose money doing thisCustomer denied this offer and just wants money/refund but hasn't said they'd return anything Again, film was not cut wrongThere is a guarantee if our terms are followed - they weren'tWe offered a new kit at a fraction of the costWe've done everything we could and went beyond what should be expected Customer really should take this up with the installer

I am rejecting this response because:
I will address Invisible
Mask’s comments individually:
"Our
standard hood coverage is cut on a 24" sheet of film which usually means
21-23" of hood coverage.” And this is true but notice the
word “usually” in this statementIt is not 100% that all of our kits are
21-inchesEach car is different, each design is different and we have
40,designsSo we say the kit is usually
21-inches in generalWe do not say “kits are always 21-inches”If
we did say they are always this size then I see the point but
we don’t say this
Please do not play
semantics with words, as I teach language pedagogy for a livingIf you state
on your site that the kits “usually” measure 21-then they should “usually” be
21-23, not inThe word “usually” does not mean Invisible Mask is discharged
from their obligation of offering what they advertise on their websiteAdditionally,
Invisible Mask’s sales associate, *** (no last name provided) even confirmed proper
sizing when my husband and I spoke to her back in SeptemberAs my husband and
I DO NOT purchase items via the Internet, we always do our due diligence and
confer with a business before finalizing transactions via phone consult
Our prices are calculated on how much film is being
used. Customer has paid a fair price for this because if it is truly
inches then we have calculated for that and priced it accordinglyWe are not
charging for a 23” kit and then send a 17” kitOur software allows us to see
the exact square footage used and prices are calculated off thatSo as an
example, if we modified the customers kit to go to inches then it would cost
maybe 20% more than what he paid (more film is used, higher square footage)So
in the end, the price paid was the fair price
Really?
Your website for our make and model vehicle listed your price quite clearly
Again, when we spoke to *** she verified the price of for our in
hood wrapNo price was adjustedWe were billed accordinglyFurthermore, there
was never any discussion of “modifying” hood size, so that argument is moot
If anyone has any questions on exact hood coverage or
ANY item we sell I would urge them to ask us before purchasing so
this type of thing does not happen
Again,
this statement has no accuracy to it as my husband and I did not purchase the
product without phone consultI would also like to add, regarding Invisible
Mask’s gathering of client information and professionalization of a transaction,
the company could not even mark the date of the invoice transaction properly
We did not purchase the kit until September, yet they marked our invoice date
back to JulyHow does that work exactly? Just goes to show how this company
does not dot their I’s and cross their T’s
Also, to explain another point
Some hood kits (including this customers) have a bikini cut shape which means it dips down in the center to make it less noticeableIf you measure at the lowest part of the dip then it may not be the
best way to measure because in the end we are still cutting it on
24” sheets of film So the ends are 23” just like we state but it has a bikini style
cut which dips down in the centerThe customer is measuring at this location
With our
hood film, NO PART of the film measures 21-inYet again, lack of
responsibility on the part of the businessWe did not order bikini cut
My final
comment regards Invisible Mask’s assertion to me that they “…have never
received a complaint like this in years…” If this statement is true, then
clearly their sales and advertising teams have not done their research on the
Internet, as other customers have uttered similar sentimentsI only wish I had
read these concerns prior to calling and ordering the product over the phone. Since we are at an impasse, this issue will forwarded to the proper state business agencies for further reviewAll parties of Invisible Mask have no permission to contact me or my husband from this point forward.Thank you,Mrs***

Initial Business Response /* (1000, 5, 2015/12/16) */
We have terms every customer agrees to when purchasing. The product is 100% guaranteed but you must use a "certified installer" and this is important. If the terms are not followed we can't offer our guarantee. It is really that simple and we...

can't make exceptions or why have terms.
Customer wants another hood piece for free but it will be identical to the previous one that didn't work for him. I don't know how this would help. This tells me the hood piece was fine (if the person wants another one) and it was an installation issue.
Having a gap means it wasn't stretched and we go over this in our free DVD and its also on our website. The product must be stretched and can stretch up to 20% it's own length. This means if you have a 60 inch piece it can stretch 12 INCHES. So if there is a 1inch gap that is very minimal stretching that needed to be done.
Lastly, we did offer customer a new hood piece for only $25 which is roughly 1/5th the cost. Practically free. Considering customer didn't follow our terms I feel this was very generous since we'd lose money getting him a new piece (again, that is identical to the first one).
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The hood piece was evidently cut wrong by invisible mask. My professional installer has been working with paint protection film for years. I would settle if they would just give me a refund of what the hood film is worth. It is a defect. I shouldn't have to be charged for a mistake they sent me. I have pictures of the film on how it looks if you need proof. I did sent invisible mask pictures as well.
Final Business Response /* (4000, 9, 2015/12/17) */
Our terms were not followed and that is the first issue here. A certified installer must be use, no exceptions. We do this to avoid these exact issues. A person may have years of experience, doesn't matter. MUST BE a certified installer. The film was not cut wrong. There is no way for us to cut it wrong. It's done by a very precise machine & computer and if we send another it would be identical to the one already sent. It makes no sense to send another if you think the first did not fit. We could send 100 and they'd all be identical. We've sold thousands of this exact pattern and there's been no problems.
There is no defect. The problem is in installation. Pictures of a gap on each end will show us it wasn't installed properly. It was not stretched into place. It stretches very easily. An inch of stretching can be done with little effort. Our DVD explains this and our website explains this & also why it needs to be done. We are sure to cover this step in installation.
It sounds like customer wants to keep the film on the car and would like us to refund also but we just can't do that for obvious reasons. We can't sell the film if its be returned either.
Again, there is a 100% guarantee on every single one of our kits BUT OUR TERMS MUST BE FOLLOWED. We really only have one single rule. Using a certified installer if you want the guarantee. We do offer installation insurance to cover errors iike this but the insurance was not purchased.
We offered a totally new hood piece for only $30 which is beyond what we normally would offer. We lose money doing this. Customer denied this offer and just wants money/refund but hasn't said they'd return anything.
Again, film was not cut wrong. There is a guarantee if our terms are followed - they weren't. We offered a new kit at a fraction of the cost. We've done everything we could and went beyond what should be expected.
Customer really should take this up with the installer.

Initial Business Response /* (1000, 5, 2015/09/16) */
We have very clear terms which this customer agreed to when purchasing this product. We guarantee it 100% but a certified installer must be used. We can't be held responsible if someone doesn't install their kit properly and ignores the terms...

they agreed to. We don't refund on used items since they can't be resold. All of these kits are custom made. We have verified it is the correct kit and we have used it plenty of times before with no issues or no complaints and have been in business over 12 years.
We aren't in business to let buyers test our their skills with our product & if not done right we foot the bill. No business works this way.
A direct quote from [redacted]'s email to us below which seems very aggressive and we prefer not to do business this way.
Quote: [redacted] By the time I'm bored dealing with you ... It'll have cost you 5x the film. And, [redacted] ... For us spilled rich [redacted] ... It isn't over unless we say it's over. End of story. "
Initial Consumer Rebuttal /* (3000, 7, 2015/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The so called kit does not fit the car. These people may have been in business for 12 years, but they haven't learned how to cut a film template or they don't update them. I stand behind my ability to install films, I've been doing it for over 20 years. My aggressive languange with them is in direct response to their attitude and intimidation of customers who challenge them.
I prefer to throw their kit in the trash, where it belongs.
Final Business Response /* (4000, 9, 2015/09/17) */
There is no attitude towards Mr. [redacted]. I believe the only response he would accept is "here is all your money back" and for us to ignore the polices we put in place. Those same policies he agreed to when checking out and paying for the item. We put a disclaimer throughout our website, on the receipt email, the FAQ page, on the checkout page etc to try to avoid these situations. Again, there is a 100% fit guarantee but that's only using a certified installer. If you choose to install this yourself we can't guarantee it because we don't know your skill level. How could we possibly guarantee a persons skill level which we no nothing about?
With a certified installer we know they have passed a course in paint protection film which is quite a bit different that tint,vinyl films, stickers, etc.
Our kits are all test fitted and designed on the actual car they are intended for. We've sold this one many times along with installing it. His claim it's not an updated template is false because this is for a 2015 car.
His language and threatening manner towards us is not taken lightly. We have literally thousands of happy customers and a lot of repeat business and this is a quality product without a doubt. I am assuming there will be no resolution here unless we ignore our own policy and refund.
I will offer one VERY FAIR resolution which we've done in the past. I will take the kit to the exact same year,make, model and record the installer putting the piece on and showing it will fit when done properly. If we can't get it done correctly then I will refund. If we can then My [redacted] is to remove all the negative reviews including this one at Revdex.com.
This would remove any doubt that it did not fit properly and it was not our fault.
Final Consumer Response /* (2000, 12, 2015/09/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Remove all my negative comments.
No need to prove anything to me.

Customer himself stated that the website says the following   "Our standard hood coverage is cut on a 24" sheet of film which usually means 21-23" of hood coverage.”   And this is true but notice the word “usually” in this statement. It is not 100% that all of our kits are 21-23...

inches. Each car is different, each design is different and we have 40,000 designs. So we say the kit is usually 21-23 inches in general. We do not say “kits are always 21-23 inches”. If we did say they are always this size then I see the point but we don’t say this.   Our prices are calculated on how much film is being used. Customer has paid a fair price for this because if it is truly 17 inches then we have calculated for that and priced it accordingly. We are not charging for a 23” kit and then send a 17” kit. Our software allows us to see the exact square footage used and prices are calculated off that. So as an example, if we modified the customers kit to go to 23 inches then it would cost maybe 20% more than what he paid (more film is used, higher square footage). So in the end, the price paid was the fair price.   If anyone has any questions on exact hood coverage or ANY item we sell I would urge them to ask us before purchasing so this type of thing does not happen.   Also, to explain another point. Some hood kits (including this customers)  have a bikini cut shape which means it dips down in the center to make it less noticeable. If you measure at the lowest part of the dip then it may not be the best way to measure because in the end we are still cutting it on 24” sheets of film.  So the ends are 23” just like we state but it has a bikini style cut which dips down in the center. The customer is measuring at this location.