I did have a chance to speak with Mr*** on Friday, after he left a message for me to call him backAs noted by Mr***, his mother brought the vehicle in for a safety inspection to our facilityWe did inform her that the vehicle would fail the inspection because the tint on the front
windshield was lower than the legal limitShe asked us at that time what she could do to pass, and we informed her that she could take it to someone who specialized in tint to have it trimmed within legal limits, or we could aide her in removing the tint altogetherWe simply don’t trim tint to be within legal limits, as noted by Mr*** we are not a tint specialist, hence would not be comfortable performing a satisfactory jobShe asked us to remove the tint and pass the inspection, at which point we then proceeded with the removal and passing of the state inspection
As we removed the tint per the request of the customer, I do not feel we should be liable to pay for the replacement of the tint we were specifically asked to removeI would have been happy to refund any charges to remove the tint, however looking through the invoice I see we removed the tint and cleaned the adhesive residue at no charge for the customer, hence there are no charges to refundIn speaking with the location manager, he stated the customer came back at a later time and asked us to help clean the windshield after the tint removal, which he found dirt on the exterior of the windshield and cleaned the windshield again at no charge, with no mention of any other concern by the customer at that time
As stated by Mr***, the vehicle passed the safety check before at other stations; I am unaware why other inspectors would have passed the vehicle with the same tint conditionMr*** also noted to me on our phone conversation the he instructed his mother to take the vehicle to another shop for the inspection, before she came to our facilityI do agree that over the last few years the PMVI safety check process has become more and more scrutinized, including mandatory pictures being taken of the vehicle as part of the processThere has been less and less left to inspector interpretation which has caused all inspectors and stations, ourselves included, to pay extra attention to detail and ensure all inspections are by the book
I asked Mr*** while on the phone if there was anything I do for him, and at that time he said no he simply wanted to make a complaint with the Revdex.com and let his problem be heardI stated that was fine, and I would be happy to respond directly with the Revdex.comAfter reading through his concerns and seeing that we are now being asked pay for replacing the tint, I simply do not agree for the reasons aboveAs noted we were asked to remove the tint, and did so at no charge as a customer serviceHad we known the customer would then ask us to pay for replacement tint; we simply would not have removed it and failed the inspectionI feel badly the customer is dissatisfied with our service, and apologize for the inconvenience we causedI will also forward this communication to the local county PMVI (periodic motor vehicle inspection) representative, so they will have all communication should Mr*** feel he needs to contact them as well
Complaint: ***
I am rejecting this response because:The tint was not illegal in any form It was 4" from the top moulding down and above the AS-mark as seen in attachment Please show me evidence that shows otherwise
Sincerely,
*** ***
We thank Mrand Mrs*** for bringing to our attention the less than exceptional experience that they received at our Waimea (Kamuela) location. The location manager Mike, who was not aware of the issue until the complaint was filed, look into the concerns and did in fact find that a stud
was damaged while the vehicle was under our care. Mike contacted the customer and took full responsibility to fix the issue, and credited back the customer money as they stated they felt that should be done, and we agree. The credit has already been given to the customer, and *** parts were ordered to repair the issue. We were notified on 6/7/that the special order part had arrive on island, and we are expecting delivery in Kamuela today (6/8/16). We contacted Mrand Mrs*** to set up an appointment to repair the damage on 6/9/or a day thereafter at their convenience, and again apologize for the issue we caused and thank them for bring to our attention the matter so we can correct the issue
I did have a chance to speak with Mr*** on Friday, after he left a message for me to call him backAs noted by Mr***, his mother brought the vehicle in for a safety inspection to our facilityWe did inform her that the vehicle would fail the inspection because the tint on the front
windshield was lower than the legal limitShe asked us at that time what she could do to pass, and we informed her that she could take it to someone who specialized in tint to have it trimmed within legal limits, or we could aide her in removing the tint altogetherWe simply don’t trim tint to be within legal limits, as noted by Mr*** we are not a tint specialist, hence would not be comfortable performing a satisfactory jobShe asked us to remove the tint and pass the inspection, at which point we then proceeded with the removal and passing of the state inspection
As we removed the tint per the request of the customer, I do not feel we should be liable to pay for the replacement of the tint we were specifically asked to removeI would have been happy to refund any charges to remove the tint, however looking through the invoice I see we removed the tint and cleaned the adhesive residue at no charge for the customer, hence there are no charges to refundIn speaking with the location manager, he stated the customer came back at a later time and asked us to help clean the windshield after the tint removal, which he found dirt on the exterior of the windshield and cleaned the windshield again at no charge, with no mention of any other concern by the customer at that time
As stated by Mr***, the vehicle passed the safety check before at other stations; I am unaware why other inspectors would have passed the vehicle with the same tint conditionMr*** also noted to me on our phone conversation the he instructed his mother to take the vehicle to another shop for the inspection, before she came to our facilityI do agree that over the last few years the PMVI safety check process has become more and more scrutinized, including mandatory pictures being taken of the vehicle as part of the processThere has been less and less left to inspector interpretation which has caused all inspectors and stations, ourselves included, to pay extra attention to detail and ensure all inspections are by the book
I asked Mr*** while on the phone if there was anything I do for him, and at that time he said no he simply wanted to make a complaint with the Revdex.com and let his problem be heardI stated that was fine, and I would be happy to respond directly with the Revdex.comAfter reading through his concerns and seeing that we are now being asked pay for replacing the tint, I simply do not agree for the reasons aboveAs noted we were asked to remove the tint, and did so at no charge as a customer serviceHad we known the customer would then ask us to pay for replacement tint; we simply would not have removed it and failed the inspectionI feel badly the customer is dissatisfied with our service, and apologize for the inconvenience we causedI will also forward this communication to the local county PMVI (periodic motor vehicle inspection) representative, so they will have all communication should Mr*** feel he needs to contact them as well
Complaint: ***
I am rejecting this response because:The tint was not illegal in any form It was 4" from the top moulding down and above the AS-mark as seen in attachment Please show me evidence that shows otherwise
Sincerely,
*** ***
We thank Mrand Mrs*** for bringing to our attention the less than exceptional experience that they received at our Waimea (Kamuela) location. The location manager Mike, who was not aware of the issue until the complaint was filed, look into the concerns and did in fact find that a stud
was damaged while the vehicle was under our care. Mike contacted the customer and took full responsibility to fix the issue, and credited back the customer money as they stated they felt that should be done, and we agree. The credit has already been given to the customer, and *** parts were ordered to repair the issue. We were notified on 6/7/that the special order part had arrive on island, and we are expecting delivery in Kamuela today (6/8/16). We contacted Mrand Mrs*** to set up an appointment to repair the damage on 6/9/or a day thereafter at their convenience, and again apologize for the issue we caused and thank them for bring to our attention the matter so we can correct the issue