Sun Block, Inc.

Concerning this complaint, the following is my
side of the story:
We filmed *** *** *** *** *** in September 24, 2014. He contacted Sun Block in November with a claim that his rear defroster was not working and that Sun Block must have damaged it months prior when installing film. Knowing that our installer, who has been filming cars for years, had never damaged a rear defroster during installation, I expressed my doubts that the film was the culprit for the equipment failure. I, nonetheless, agreed to take a look at the car to appease his concerns. Unfortunately, I was unable to make his appointment happen over the holidays but I still intended to do so
Damage to rear defrosters is not covered in our product’s warranty. Sunblock’s car filming location has a sign stating that Sunblock is not responsible for damage to the rear defroster. While its main purpose is to disclaim responsibility during film removal it does disclaim responsibility for damage resulting from any film work
I take customer service at Sun Block very seriously. I pride myself in going above and beyond to ensure that our customers are happy with our work. While I do feel that I did not communicate in a timely manner over the holidays with MrHiles, I do not believe that his claims are accurate.
I will wait to hear Revdex.com's response to this matter,
thank you
*** ***
*** *** ***
*** *** ***
*** ** ***
*** ***
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Just to be very clear here.....The business *** in a phone conversation indicated he would replace my rear glassHe did not keep his word. Also, everone reading this needs to take note that the business *** is saying they DO NOT warranty agains damaging your car during the tint process.My tone he refers to is using facts against his unsillingness to do what he originally promised. Sun Block didn't make as he says a "Hard Decision"The *** simply made a self-serving decision.Well you lost a customer who already spent a fair amount of money with you and referred others. I'm sure the business *** doesn't careThey make the big money doing commercial tint jobs and vehicles are like a sideline to them.I even gave him free advice on how to launch a Mobile WebsiteNo good deed goes unpunished
Regards,
*** ***

Revdex.com:
I have reviewed the offer (should say no offer) made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.So from the business we get the following three (3) assurances.1.   We don’t communicate with the customer.2.   If we damage your vehicle, we’re not going to fix it.3.   We do a really good job with Customer Service.One of these is NOT like the others. Can you tell which one?There’s also some untruths stated in the Business [redacted] response.First let’s establish this. The vehicle they tinted was a BRAND NEW $44,000 [redacted]. No one other than Sun Block touched the rear window of this car from the time I bought it, they tinted it and I had frost to clear in November with the defroster. When I used the defroster one (1) line didn’t work indicating a broken tr[redacted]. I have supplied this business with pictures of the non-functioning defroster tr[redacted].The business [redacted] states that when I contacted him in November “he expressed his doubts that the film was the culprit for the equipment failure”. This is simply NOT THE TRUTH. When we spoke in November he stated:1. “Well, I guess I’ll have to replace your rear window” 2. “I’m not going to file a business insurance claim for a $300 piece of glass” 3. “We’ll need to get [redacted] to replace the rear window and then we’ll tint it”. 4. “I’ll call you back within two weeks so we can take care of this”. We also discussed the fact that if I took the car to [redacted] they would certainly blame the tint company for the damage since neither one of us has ever seen a new car with a broken defroster track.I also expressed to him that I paid a lot of money for this car and dind't plan to drive it for several years with a broken defroster track.NOTHING was stated about him doubting his employees caused the problem. And certainly NOTHING stating they weren’t responsible for damages. The call he promised me never came. Next conversation he stated “I’ll have to talk to my installer about this and I’ll call you back” Notice the story changing? Never called. Next conversation he states: “We’ll need to look at the car, I’ll call you back and set up an appointment”. Just a stall. Call never came.Next conversation he once again states: “We’ll need to look at the car, I’ll call you back and set up an appointment”. Just another stall. Call never came.Basically he’s changing his story as time marches on. Now he wants to claim that they’re not responsible if they damage your vehicle. Really? Who gets away with this? I’ve never heard of a business that’s not responsible for damages they cause. Also states that his employees don’t make mistakes. Not sure where you find infallible people but he needs to write a best-selling business book so other business [redacted]s can find these “perfect” employees.If you ask 10 kids in 1st grade what they should do if they break another kid’s toy, they’ll tell you they need to fix it or buy the kid a new one. Why this oh-so-simple rule of life has escaped the mental capacity of this business [redacted] is staggeringly inexplicable. Truth is I think he knows this rule but has chosen to not do the right thing. Speaks to character and morals.Simply put all I “got” from this business was a song and dance. Customer Service? Nonexistent.I stated in my original complaint that all the facts I submitted were true and not open to interpretation by the business [redacted]. I also guarantee under penalty of law that everything in this statement is 100% factually accurate.Regards, [redacted]

The assumption that since Mr. [redacted] one line in his defroster didn't work in November, it must the fault of the film guy from September is the main problem here.Sun Block, Inc. has been in business since 1992 and has done thousands of cars over the years. NOT ONE customer has EVER had a defroster problem after having film installed.We have broken plenty of glass/windows/rear view mirrors, but not a rear defroster, it just doesn't happen, it's not an aggressive process to install film. (only to remove film) Combine this FACT with the fact that Mr. [redacted] did not 100% know his defroster ever worked properly from the factory and then throw in Mr. [redacted] tone in his explanations/letters, Sun Block has to make the hard decision to not agree to replace his rear windshield under a warranty that is non-existent.[redacted]

Review: Really didn't want to write this review but [redacted] the [redacted] has left me no choice. Had them tint four previous cars as well as my office and all was well. Had them tint my 1 week old [redacted] Limited in October and then discovered one of my defroster lines was broken in November. Called them then and [redacted] talked as though they would take care of me. Even named "[redacted]" auto glass as who he'd use to repl[redacted] the glass. Said he wouldn't file a Business Insurance claim for just a piece of Auto Glass. Told me he'd call back in a couple of weeks to get things going. Call NEVER came!

So, I coasted through the holidays and then re-contacted [redacted] and he then was saying they would need to look at the car, he'd have to talk to his installer...blah, blah blah. Totally different story then when we talked before, but I'll play along. OK, let's get this done I say. Once again he promises me a call back that NEVER comes.

So about a month ago I call him again. He once again promises a call back that NEVER comes. So I email him pictures so they can see the defroster line not working. He responds by email and says (this is an EXACT quote) "This isn't going to be a fast process". No kidding? We’re at the 3 month mark now....duh!

Then he goes on to insult my intelligence by stating that the defroster lines are usually laminated in the glass and not subject to being damaged by a tint installer. Total baloney! Read anywhere and you'll find that the defroster lines are "printed" on the inside of the glass. I have also seen MANY tint installers use scotch brite pads to give the defroster lines a lower profile so the tint applies easier.

Also suggests that "maybe" the defroster came from the factory with a broken line. Honestly? Has that happened to ANYONE reading this or anyone you've ever heard of? Also said they'd never damaged a glass in 20 years. He hasn't owned this business for 20 years. Smoke, mirrors and BS, that’s all I’m getting.

All [redacted] is doing now is stalling and putting me off in hopes that I'll just go away. I won't. [redacted], you need to set this right and you know it. I'm not going to come out of pocket for your damages. Use "some" of the money I paid you for the last 4 cars tinted and my office and take care of your customer. If not, I hope everyone reads this review.

These are all facts and not open to alteration or interpretation in any response the business [redacted] ([redacted]) may provide.Desired Settlement: Replace damged rear glass and apply new tint.

You broke it, you fix it.

Business

Response:

Concerning this complaint, the following is my side of the story: We filmed [redacted] in September 24, 2014. He contacted Sun Block in November with a claim that his rear defroster was not working and that Sun Block must have damaged it 2 months prior when installing film. Knowing that our installer, who has been filming cars for 26 years, had never damaged a rear defroster during installation, I expressed my doubts that the film was the culprit for the equipment failure. I, nonetheless, agreed to take a look at the car to appease his concerns. Unfortunately, I was unable to make his appointment happen over the holidays but I still intended to do so. Damage to rear defrosters is not covered in our product’s warranty. Sunblock’s car filming location has a sign stating that Sunblock is not responsible for damage to the rear defroster. While its main purpose is to disclaim responsibility during film removal it does disclaim responsibility for damage resulting from any film work. I take customer service at Sun Block very seriously. I pride myself in going above and beyond to ensure that our customers are happy with our work. While I do feel that I did not communicate in a timely manner over the holidays with Mr. Hiles, I do not believe that his claims are accurate. I will wait to hear Revdex.com's response to this matter,thank you[redacted]

Consumer

Response:

I have reviewed the offer (should say no offer) made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.So from the business we get the following three (3) assurances.1. We don’t communicate with the customer.2. If we damage your vehicle, we’re not going to fix it.3. We do a really good job with Customer Service.One of these is NOT like the others. Can you tell which one?There’s also some untruths stated in the Business [redacted] response.First let’s establish this. The vehicle they tinted was a BRAND NEW $44,000 [redacted]. No one other than Sun Block touched the rear window of this car from the time I bought it, they tinted it and I had frost to clear in November with the defroster. When I used the defroster one (1) line didn’t work indicating a broken tr[redacted]. I have supplied this business with pictures of the non-functioning defroster tr[redacted].The business [redacted] states that when I contacted him in November “he expressed his doubts that the film was the culprit for the equipment failure”. This is simply NOT THE TRUTH. When we spoke in November he stated:1. “Well, I guess I’ll have to replace your rear window” 2. “I’m not going to file a business insurance claim for a $300 piece of glass” 3. “We’ll need to get [redacted] to replace the rear window and then we’ll tint it”. 4. “I’ll call you back within two weeks so we can take care of this”. We also discussed the fact that if I took the car to [redacted] they would certainly blame the tint company for the damage since neither one of us has ever seen a new car with a broken defroster track.I also expressed to him that I paid a lot of money for this car and dind't plan to drive it for several years with a broken defroster track.NOTHING was stated about him doubting his employees caused the problem. And certainly NOTHING stating they weren’t responsible for damages. The call he promised me never came. Next conversation he stated “I’ll have to talk to my installer about this and I’ll call you back” Notice the story changing? Never called. Next conversation he states: “We’ll need to look at the car, I’ll call you back and set up an appointment”. Just a stall. Call never came.Next conversation he once again states: “We’ll need to look at the car, I’ll call you back and set up an appointment”. Just another stall. Call never came.Basically he’s changing his story as time marches on. Now he wants to claim that they’re not responsible if they damage your vehicle. Really? Who gets away with this? I’ve never heard of a business that’s not responsible for damages they cause. Also states that his employees don’t make mistakes. Not sure where you find infallible people but he needs to write a best-selling business book so other business [redacted]s can find these “perfect” employees.If you ask 10 kids in 1st grade what they should do if they break another kid’s toy, they’ll tell you they need to fix it or buy the kid a new one. Why this oh-so-simple rule of life has escaped the mental capacity of this business [redacted] is staggeringly inexplicable. Truth is I think he knows this rule but has chosen to not do the right thing. Speaks to character and morals.Simply put all I “got” from this business was a song and dance. Customer Service? Nonexistent.I stated in my original complaint that all the facts I submitted were true and not open to interpretation by the business [redacted]. I also guarantee under penalty of law that everything in this statement is 100% factually accurate.Regards, [redacted]

Business

Response:

The assumption that since Mr. [redacted] one line in his defroster didn't work in November, it must the fault of the film guy from September is the main problem here.Sun Block, Inc. has been in business since 1992 and has done thousands of cars over the years. NOT ONE customer has EVER had a defroster problem after having film installed.We have broken plenty of glass/windows/rear view mirrors, but not a rear defroster, it just doesn't happen, it's not an aggressive process to install film. (only to remove film) Combine this FACT with the fact that Mr. [redacted] did not 100% know his defroster ever worked properly from the factory and then throw in Mr. [redacted] tone in his explanations/letters, Sun Block has to make the hard decision to not agree to replace his rear windshield under a warranty that is non-existent. [redacted]

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Just to be very clear here.....The business [redacted] in a phone conversation indicated he would replace my rear glass. He did not keep his word. Also, everone reading this needs to take note that the business [redacted] is saying they DO NOT warranty agains damaging your car during the tint process.My tone he refers to is using facts against his unsillingness to do what he originally promised. Sun Block didn't make as he says a "Hard Decision". The [redacted] simply made a self-serving decision.Well you lost a customer who already spent a fair amount of money with you and referred others. I'm sure the business [redacted] doesn't care. They make the big money doing commercial tint jobs and vehicles are like a sideline to them.I even gave him free advice on how to launch a Mobile Website. No good deed goes unpunished.

Regards,