King's Kustom Tinting

My name is Henry [redacted] and I handled the second contact with [redacted] over his front windshield damage Jessica [redacted] texted me on Saturday Sept 17, at 9:am asking me to call [redacted] regarding his windshield being damaged two month agoI tried calling both numbers given from the office but no answerI left a message to call back when he was freeIn a few minutes [redacted] returned my call and started to explain the following -(our conversation was more one sided because I did not have any information yet from the office) He said he had done multiple cars with us and never had a problemHe said that he received several calls regarding the installation of the front windshield strip while our company was tinting the sides and back windows as well as the front windshield strip on his vehicle and when he picked up his car he noticed a chip on the front windshieldI ask him if he told the office about the chip and he said yesHe said he told Jessica about the chip and also told the installerI asked him if Jessica wrote it down and if he initialed anything in regards to the damaged glass when he picked up the vehicle and he said he was not sureI explained that at anytime there is a damage we write it down and have the customer initial it, same procedure that we follow when we do on the cheof each vehicle After hearing his side I explain our policy to him starting from the very beginning to the check outI was a little confused about the phone calls because it was a front windshield strip and they are pretty simple to instalSo I told [redacted] I would pull up his invoice and paper work and look it to it moreI wanted to know more about the phone calls regarding the front strip alsoAfter calling Jessica, who had already pulled both the invoice and check in log, we found that the phone calls to [redacted] during the installation that day was only to inform him about the front stripFirst call that our company made was to notify [redacted] was that there was glue around the rear view mirror and second was to tell him we would not be able to install the front strip as do to the fact he glued the mirror and bracket together, and in this case we would need to splice in the front strip meaning we would cut a slit in the film to maneuver the film around the rear view mirror mount instead of removing the rear view mirror as we normally wouldI asked Jessica if he mentioned a chip on the windshield when he pihis car, she said noThe installer that worked on his car was off so I contacted him on his cell to ask when he went out to re-instal the door panel did the owner mentioned anything about the front windshield or about a chip, he said noUpon pic [redacted] up the vehicle, customers are given chance to check the work and vehicle to make sure everything looks good and then the customer signs a copy of the invoice which states that they "accept all work done, satisfactory and in good condition." We have a copy of the invoice signed by the customer stating that he accepted the work I called [redacted] back later that day and our conversation went something like this: I told him about the phone calls regarding the mirror and why we make the calls in regards to existing issues we find with the vehiclesI told him I talked to Jessica and the installer and both of them said you didn’t mention anything to them at the checkout or when the installer came out to your location to properly re-install your interior door panel and that if you would have contacted us sooner we could look at the our security camera footage to see but the footage is only stored for up to days before it automatically gets re-written overHe said of course you’d believe your daughter over me isn’t the customer always right? I said not only her but you said you told our installer and he said the same thing, that he wasn't toldThen he said I want to see the video and I told him we only hold the recording for daysHe then repeats the video again and I said why are we going backwards I told you from the very beginning that it was only good for days and it’s been over two months agoThere were other conversations between us mostly regarding the videoI felt at this point he was more focused on what we don’t have then what he said happenedHe never brought up telling the staff about the chip and calls me a liar and that he’s going to close us downI’m pretty sure I told him I was years old and didn’t need to lie about anything and he should just take us to court His main focus when he talked to me on our first call and part on the second was that he told our staff about the chip on the checkout upon pic [redacted] up the vehicle and tells the installer on the day we went back to re-instal the door panelWhich we didn't write down that we went out to re-instal the door panel as we sent an installer out that day to re-instal it and it was a quick fix He came in on Sept and we went back to fix the panel on the 10th, in the first days no calls or mention of crack or chips Now when he issues his complain to Revdex.com it’s all about the video not being available and not mentioning about he told the staff that day or when we went back outHe does highlight in the complaint to Revdex.com that he does not move his rear view mirror - but why would he feel the need to mention this at this point? One would believe gluing the mirror to the bracket could cause the glass to crackThis is not the bracket to the glass; this is to the glass, bracket and mirror gluedWe have replaced windshields and door panels on other vehicles that we have damaged in the past it’s all part of doing business We had tinted one other car previous to this one for ***If [redacted] had contacted us sooner after the incident and didn’t change his story to me maybe I would have done something even if it was two month past the time we had touched the vehicle I am 100% sure that this didn’t happen at our shop

About video footageHe mentioned that there was security footage and I asked to see it and he simply replied stating it's only stored for daysWhen saying I'm going to "close down their business" I mentioned that I would be posting this up everywhereSo yes I decline what has been said by the businessEspecially the part about his daughterI simply stated that he would back up his daughter because they're related and it is a business matter that unfortunately this will be money coming out of their pocketsI mentioned to both installer and Jessica that their was a chip in the windshield and they saw it before I even leftAs mentioned before I was in a hurry because I did have to work within the hour and I still needed to get readyI didn't think it would be a big deal having a small Crack because yes it was mentioned that you guys would have a hard time installing tint on front windshield due to glue being on glassI gave the okay for installer to take glue off BUT did not give them permission to crack the windshieldMoving my mirror, when Henry and I had a conversation he briefly explained that the chip could have been from moving my mirror due to it being glued to the glass, so that is why it was mentioned in the message beforeThis company does not want to take any liability for this at all but instead turn away a customer and basically call them a liar while doing soRepair the window
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

My name is Henry *** and I handled the second contact with *** *** over his front windshield damage. Jessica *** texted me on Saturday Sept 17, at 9:am asking me to call *** *** regarding his windshield being damaged two month agoI tried calling both numbers given from the
office but no answerI left a message to call back when he was freeIn a few minutes *** returned my call and started to explain the following -(our conversation was more one sided because I did not have any information yet from the office) He said he had done multiple cars with us and never had a problemHe said that he received several calls regarding the installation of the front windshield strip while our company was tinting the sides and back windows as well as the front windshield strip on his vehicle and when he picked up his car he noticed a chip on the front windshieldI ask him if he told the office about the chip and he said yesHe said he told Jessica about the chip and also told the installerI asked him if Jessica wrote it down and if he initialed anything in regards to the damaged glass when he picked up the vehicle and he said he was not sureI explained that at anytime there is a damage we write it down and have the customer initial it, same procedure that we follow when we do on the cheof each vehicle. After hearing his side I explain our policy to him starting from the very beginning to the check outI was a little confused about the phone calls because it was a front windshield strip and they are pretty simple to instalSo I told *** I would pull up his invoice and paper work and look it to it moreI wanted to know more about the phone calls regarding the front strip alsoAfter calling Jessica, who had already pulled both the invoice and check in log, we found that the phone calls to *** during the installation that day was only to inform him about the front stripFirst call that our company made was to notify *** was that there was glue around the rear view mirror and second was to tell him we would not be able to install the front strip as do to the fact he glued the mirror and bracket together, and in this case we would need to splice in the front strip meaning we would cut a slit in the film to maneuver the film around the rear view mirror mount instead of removing the rear view mirror as we normally wouldI asked Jessica if he mentioned a chip on the windshield when he pihis car, she said noThe installer that worked on his car was off so I contacted him on his cell to ask when he went out to re-instal the door panel did the owner mentioned anything about the front windshield or about a chip, he said noUpon pic*** up the vehicle, customers are given chance to check the work and vehicle to make sure everything looks good and then the customer signs a copy of the invoice which states that they "accept all work done, satisfactory and in good condition." We have a copy of the invoice signed by the customer stating that he accepted the work. I called *** back later that day and our conversation went something like this: I told him about the phone calls regarding the mirror and why we make the calls in regards to existing issues we find with the vehiclesI told him I talked to Jessica and the installer and both of them said you didn’t mention anything to them at the checkout or when the installer came out to your location to properly re-install your interior door panel and that if you would have contacted us sooner we could look at the our security camera footage to see but the footage is only stored for up to days before it automatically gets re-written overHe said of course you’d believe your daughter over me isn’t the customer always right? I said not only her but you said you told our installer and he said the same thing, that he wasn't toldThen he said I want to see the video and I told him we only hold the recording for daysHe then repeats the video again and I said why are we going backwards I told you from the very beginning that it was only good for days and it’s been over two months agoThere were other conversations between us mostly regarding the videoI felt at this point he was more focused on what we don’t have then what he said happenedHe never brought up telling the staff about the chip and calls me a liar and that he’s going to close us downI’m pretty sure I told him I was years old and didn’t need to lie about anything and he should just take us to court His main focus when he talked to me on our first call and part on the second was that he told our staff about the chip on the checkout upon pic*** up the vehicle and tells the installer on the day we went back to re-instal the door panelWhich we didn't write down that we went out to re-instal the door panel as we sent an installer out that day to re-instal it and it was a quick fix. He came in on Sept and we went back to fix the panel on the 10th, in the first days no calls or mention of crack or chips Now when he issues his complain to Revdex.com it’s all about the video not being available and not mentioning about he told the staff that day or when we went back outHe does highlight in the complaint to Revdex.com that he does not move his rear view mirror - but why would he feel the need to mention this at this point? One would believe gluing the mirror to the bracket could cause the glass to crackThis is not the bracket to the glass; this is to the glass, bracket and mirror gluedWe have replaced windshields and door panels on other vehicles that we have damaged in the past it’s all part of doing business. We had tinted one other car previous to this one for ***If *** had contacted us sooner after the incident and didn’t change his story to me maybe I would have done something even if it was two month past the time we had touched the vehicle. I am 100% sure that this didn’t happen at our shop