Spokane Sunscreen

Once again these guys show why they are the BEST in the business in the area! They just finished my car, fifth one to be handled by them, and it was perfect!

I had my Subaru tinted at Spokane Sunscreen and they did a great job. When I came in I had a few questions on the quality of film, warranty, legal limits, that type thing and they were patient with me and answered my questions. They showed me a few other cars in the parking lot and helped me decide what I should put on my car. I accidently rolled my window down the next day without thinking about it and they even fixed it without charging me! It seems like they really care about their customers. I would definitely recommend them and when I eventually get a new car I will take it to Spokane Sunscreen too. Thanks [redacted]!

I have had three cars tinted by Spokane Sunscreen. They have provided high quality work and service each time. I have recommended them to friends who were also very satisfied. It's amazing at how much better a car looks after tinting and Spokane Sunscreen will always have my business.

Review: On July 22, 2013, I had a scheduled appointment to have "clear bra" protective film installed on my 2007 Porsche 911. At approximatly 12:00pm, I received a phone call stating the car was ready to be picked up. I arrived to witness the following issues: The film installed in front of the driver's side rear wheel was not installed at the requested location. In addition, when they removed the old film they did not clean the adhesive lines so you could see where the old film was. The other issue...they installed (at my request) a small 1" wide strip around the back edge of the rear wheel well on the passenger side. They again failed to clean the surface and installed the material over some road tar I had picked up that morning. I show the items to the owner, [redacted]. He didn't show much remorse for the job and/or lack of attention to detail but did agree to remove and replace the film. I went to lunch and returned to more disappointment. The new 1" strip that was removed and re-installed behind the rear passenger tire ended up peeling the clear coat off the paint? [redacted] (owner) was no where to be found and I was told by one of his employees that [redacted] was actually the one that did the work??? Clearly, if they had done it right the first time this would not have been an issue. A complete lack of knowledge, no customer service, and no integrity displayed by this company. The owner himself caused the damage and deliverd the vehicle as if nothing were wrong. This company should stick to installing window tint on used Hondas...they have no idea what they are doing when installing "clear bra". The result is a $400 repaint to my rear bumper and a significant loss in value to the car. Mistakes happen but it's how you handle those mistakes that defines the character of a person or company. Owner did agree to refund a portion of the charges but I was not aware of how much damage had been done to the paint until the car was back in my garage for further inspection.Desired Settlement: Complete refund of all charges and ($400) for the cost of repainting the rear bumper.

Business

Response:

Mr. [redacted] came to Spokane Sunscreen and met with me, [redacted], to discuss removing the existing decal type paint protection film that was on the 2007 Porsche he had just purchased from California and installing new paint protection film. The decal type paint protection film had yellowed and was dull and had been on the vehicle clearly for quite some time, I explained that the wrong type of material was used that did not have the correct UV inhibitors in it which had caused it to discolor and dull. I explained that I was very concerned about removing the existing paint protection film because who ever installed it had cut through the paint protection film while installing it in various areas into the clearcoat and paint and the cuts were visible because the material had shrunk slightly over time which I showed Mr. [redacted]. I explained the original damage to the vehicles finish and exlplained that it could cause more damage removing it and I could not guarantee the removal since I did not do the original installation. The paint protection film also had existing nicks and marks from rocks having hit it that had caused small nicks and marks into the clearcoat and paint over time. Mr. [redacted] scheduled an appointment to have the work performed and then did not call or arrive for his appointment, forty five minutes after his appointment we called and he said he could not make it in and rescheduled for Monday 7-22-13. When Mr. [redacted] arrived for his appointment he changed his mind on what areas of the vehicle he was going to do, he had decided to have two small areas on his lower rocker panel area removed and reinstalled and a small 1 3/4" piece of paint protection put on the edge of his rear wheel wells wrapping into the underside were there were allready nicks and marks from rocks and normal wear and tear. When Mr. [redacted] arrived to pick up the vehicle he asked to speak to me about the installation and we went outside to look at the vehicle, the drivers side rockerpanel piece was cut slightly squared off on one corner which was what he did not like, I explained we patterned it off his existing piece so it was exactly the same as before but that I would be happy to change it at that time if he wanted to make sure he was satisfied and said it would take :30 minutes maximum which he indicated would be fine he would walk across the street and have lunch. Mr. [redacted] then asked about three small black spots the size of a pinhead on the 1 3/4" piece of wheel well protection which I told him were nicks in his paint and he did not believe me and thought it was road tar. I told Mr. [redacted] that I would be happy to change that piece also if he wanted but again was concerned about the existing paint damage and he asked me to change it. We changed the two pieces Mr. [redacted] requested and I waited as long as I could for him to arrive back but I had an appointment scheduled I had to leave for. When I arrived back at my office Mr. [redacted] called and said he was happy with the rocker panel piece but unhappy with the one wheel well molding piece still and asked for a refund on the piece which I told him I would do and he was happy with that. On 7-23-13 I issued a $25.00 credit to Mr. [redacted]'s account which is the cost of one wheel well paint protection film as I agreed. I strive for the highest customer satisfaction and have tried to make sure Mr. [redacted] was happy but the existing damage, as explained above, I cannot be responsible for. I am sorry that Mr. [redacted] is unhappy I have tried to accomodate him on any issue he has had promptly and politely and I feel I have been very reasonable and explained everthing clearly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9644175, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Business commented that that I complained about the fact that a corner was cut square (instead of round) on the film that was installed on the rocker panel in front of the rear (driver's side) wheel. Response: That is correct. Hower, the additiona problem was that it was not installed in the same location as the one that was removed. It was moved forward approximately 1/2" (not straight) and that is why you could see the adhesive marks left by the original film that was removed. Also, I would agree with the business comment that the old film had yellowed and shrunk but there were absolutley no cut marks on the car. I personally removed the same material off the entire front of the car and simply had to spend some time cleaning the adhesive edge left behind...other that that...it looks like new.

Business commented that he warned about the possibility of damage when removing the old film: Response: I agree. However, prior to brining the car to Spokane Sunscreen, there was no film previously installed behind the rear wheels. It was at my request that we add the 1 3/4" film along the rear wheel wells. The only film removed from that area was installed by Spokane Sunscreen early that morning. The resulting damage to the clear coat was caused by the film installed and later removed by Spokane Sunscreen.

Again, the damage resulted from a lazy installer that failed to clean the treated area before installing the film. That same film installed by Spokane Sunscreen was laster removed by the owner ([redacted]) and he re-installed the new film over the visibly damaged area, left the work place, and had an employee deliver the car to me.

I would be glad to provide an estimate and/or professional opinion of the damage caused.

Regards,

Business

Response:

When Mr. [redacted] initially came in I met with him in the parking lot and reviewed the existing paint protction film on his 97 Porsche he had just purchased that was yellowed and dull, I showed him the problem areas that had either nicks/rockchips, scratches, or cuts into the paint/clear coat as Mr. [redacted] agreed we discussed. I also explained to Mr. [redacted] that removal and installation of paint protection film could cause additional damage to the finish which had pre-existing damage as mentioned earlier which Mr. [redacted] agreed to. The piece of paint protection film that Mr. [redacted] did not like the squared of corner on was changed immediately for him in less than :30 minutes per his request to his satisfaction. The paint protection pieces on his wheel well molding were installed over the same pre-existing conditions of nicks/rockchips, etc. from normal "wear and tear" on the vehicle which had damaged the vehicles finish as mentioned we discussed above, the areas had been cleaned very carefully with 3M wax and adhesive remover as is normal procedure. The three small pinhead size marks that Mr. [redacted] saw were rockchips into his paint however Mr. [redacted] did not believe me and asked that we remove one piece also and reinstall it which I told Mr. [redacted] we would be happy to do and we completed again in the same :30 minute time period. I waited an hour for Mr. [redacted] to return but had an apppointment that I had to leave the office for, I parked Mr. [redacted]'s vehicle in our parking lot and left his keys at our front office counter with his paperwork for when he returned from lunch. I strive for every customer to be completely satisfied with any work and product our company performs and I am sorry Mr. [redacted] is unhappy with the 1 3/4" of paint protection film on his one wheel well but I cannot help there were pre-existing problems with the vehicles finish. I have tried to accomodate Mr. [redacted] as much as possible I even gave him a refund the same day on the one wheel well molding piece as he requested and I have tried to explain everything clearly before any work was performed. Again we take customer satisfaction very serious and we have tried to resolve any issue Mr. [redacted] had promptly and professionaly. Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9644175, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The owner's recollection of what he disclosed to me at our initial meeting is confused. The only real concerned he expressed was that there was a possibility that the existing film had been cut onto the car...possibly leaving a "scratched" edge in the paint. As I stated, this is a 2007 Porsche 911...a $105,000 car. I'm confident the original film was installed correctly but did agree with the owner that it had yellowed. At our initial meeting, the owner even peeled off some of the existing film around the edge of the door to see if there would be a problem - there was not.

As previously discussed, I personally removed the old film from the entire front of the car. The only issue was that there was an adhesive edge left behind that had to be cleaned off - other than that...the car looks brand new. A similar adhesive edge was the same one the Spokane Sunscreen failed to clean off before they installed the replacement film in front of the rear tires. That, combined with the fact that they did not install the film in the correct location, was the start of my disappointment and the reason the film had to be removed and caused the resulting damage to the paint.

Again, all of the problems caused to the paint were a direct result of Spokane Sunscreen's product and/or lack of knowledge. When I complained about the installation of the film and lack of effort to clean the treated areas, the owner made no attempt to talk me out of removing the film for fear of damaging the paint service. He just continued to argue that the adhesive line was a paint defect - it was not.

The business owner himself made the corrections, caused the damage, and apparently does not have the integrity to correct his mistake. I would encourage anyone looking for this type of service to consider another business.

Regards,

Outstanding customer service.
Thank you,
Angie W[redacted]