The Auto Trimmers Inc

Hi ***,We would love to re-apply the film to your satisficationUnfortunately, the film is an actual product with glue, and then of course the film itselfIt's not made of air, which in essence means that it is visible on the vehicleBecause of natural imperfections in a vehicle (because
vehicles are driven from time to time) there will be minor imperfections of the paint that show through the clear bra, and maybe specks of dust or a grain of sandHowever, the product is doing its job by preventing rock chips, and protecting your paintHence the name of the product: paint protection filmWe will absolutely replace your film if its not to your satisfactionHowever, with every reapplication, there is the same chance for a speck of dust to stick to the film or vehicle, and that microscopic piece of dirt or dust may be visible to the naked eye in the sunlight or extremely close up looking at the vehicleAs far as the graphic you provided us to apply, perhaps the graphic was cut incorrectly by 1/of an inch? If not, it is easily removable if bothersome to youLet us know when you would like to reschedule another reapplicationIn the meantime, we hope you enjoy driving your beautiful corvette which is now protected from rock chips, hence the name, Paint Protection FilmBlessings!

I am rejecting this response because:
The reason we brought the car back the second time was because the clear bra was not applied properly the first time. So, one would have to think that after two times why should I believe that you could apply your product correctly the third or fourth time. Justin stated “because of the natural imperfections of the paint that show through the clear bra and maybe specks of dust or grains of sand.” My new vehicle only had 58 miles on it when I left it with Justin the first time. How many imperfections can there be in the paint on a new vehicle with only 58 miles?  My argument is not my paint but Justin’s application of the clear bra, with all the bubbles and blisters in it. As far as specks of dust or sand, it was Justin’s responsibility to make sure that vehicle was clean before applying the clear bra.  Since were on the subject of paint, Justin was not authorized to apply paint over the clear bra after popping the bubbles as a fix for his incorrect application of the bra.I am sure that your last comment “Blessings” impressed the Revdex.com, but it still leaves us very dissatisfied.Again I have photos to show the poor workmanship that was done, if there is a need for proof.

Initial Business Response /* (1000, 8, 2015/08/24) */
[redacted] Corresponding documents attached.
Revdex.com Case Complaint #[redacted] (Ref#19-96550203-[redacted]-4-300)
Complaint states that customer gave down payment for vehicle lettering. Invoice description is not for vehicle lettering but a custom...

graphics package. This is made to meet customers specific needs which includes, but is not limited to, one-on-one meetings with a graphic designer, design layout, approval of print samples, proofs, materials and labor. This specific customers needs were to achieve a vehicle personalized with her brand i.e. a personal picture of her and company information.
Customer also stated that she was asked at the time of her graphic design layout and vehicle measurements that she was asked to give a down payment. That is false. In an email exchange on July 27th (the day before her appointment) that "when you come over (to Auto Trimmers) to get the pics and measurements and of course a deposit" she was compliant and understanding that before we began designing, a deposit must be taken. The reason for a deposit was also addressed in detail several times in later emails.
Customer states in complaint that after receiving final proof that she was not satisfied with design and requested a refund. That is false. client stated via email on July 22 2015 "YES!!!BEAUTIFUL!!!" in reference to the proof she had just received. Then August 12th (31 days after her initial email requesting work done) she sent an email to the owner of the company stating that she "had to pay a medical bill" and "that used my extra funds up......would you please refund the card the deposit amount and we will touch base later?"
Customer states that the company has not provided any information stating that we charge for "pre-lim" design work. The work done was not preliminary for something more important. The work she wanted done was custom, therefore all components were equally important to achieve the final product the customer desired. the customer was not provided with the details of a return policy as her vehicle was not completed, and she did not pay in full.
Auto Trimmers is a small company and because of that we do everything in our power to make sure that a customers experience is of the highest quality. We know first hand that word of mouth is important in gaining new clientele as we are not a large corporation. Not only do we provide a sense of friendship which you can see in said customers emails, but first class customer service.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business has provided communication proof that, they quoted the back window for $350. Then they quoted that the design work was $ 360. Which one is it? I received a pre-lim proof, prior to any funds paid. How come I wasn't billed for those proofs, or told about a charge for them? I was told the total cost would be around $800. No mention of the deposit being used for the graphic designers time. Not one mention in the emails. I assumed it was for work to be completed on the car, not for every second before and after the quote, the clock was running. I also make mention how I did not like the font and wanted a change for the graphics on the back window. I was not entirely happy, but they never responded to that comment. They are a small business, with very little ethics. They are nice, until they have your money. I was communicating with Mr.[redacted], but as soon as I asked for a refund and disputed the short email stating they are keeping it. He ignored me and had his secretary email me. Then I was told by email, that because I told them I would contact the Revdex.com, if this didn't get resolved, I was "threatening" them and was no longer allowed at the premise.
Final Business Response /* (4000, 13, 2015/09/10) */
[redacted]Corresponding documents attached.
Case# [redacted]
As stated numerous times in emails and the first rebutle to customer complaint, each custom package is all inclusive to meet customers expectations. The customer explains that she received preliminary proof work before a deposit was put down. That is correct. The designer sends an actual proof that is considered preliminary before deposit to show customers that yes, we can create something and builds a concept to work off of. The customer is not charged for that and only after they decide to move forward with a custom project do we ask for a deposit and begin to build design. Customer emailed on August 12th at 9:21am asking for a full refund due to personal problems, not because she was not provided with the services requested. The customer states more than once in her Revdex.com complaint that it was because she was not happy with the design. However, the customer had never addressed that in her initial email to us asking for a refund or at any previous time. Only later after her request for a full refund was denied did she state the design work was her reason for not moving forward. It should be noted that here request for a refund was not denied. The customer paid $428.80 in the form of a deposit and received $42.88 in the form of a refund to the credit card she used for the deposit amount.
The customer states that she made mention of how she did not like the font and wanted a a change for the4 graphics on the back window on August 4th 2015 at 12:18p. She was "not entirely happy" and we "never responded to that comment." That statement is not accurate either: On August 4th 2015 at 5:43p she received a 3 picture proof with requested changes.
Auto Trimmers and its staff was cordial and respectful to said customer before, during and after this dispute as can be noted in all email interactions and did not change attitude towards customer once we received a deposit as the customer states.
The customer states that she communicated with the owner until she asked for a refund and had his secretary respond via email. This is not true. The customer had been in contact with the owner through the entire experience. After she was told we could only refund her deposit partially, the executive assistant who is in charge of all accounts payable inquiries responded to the customer and encouraged her to call the office at any time with any questions.
The customer states that she was told by email that if she contacts the Revdex.com that she was threatening the company and was no longer welcome on the premise. This is not true. After the customer was encouraged to contact the business directly via telephone with any questions she continued to contact the company via email until after business hours. Regardless, the executive assistant answered and listened to her concerns. After 20 minutes of being spoken to disrespectfully and threatened by the customer who stated she would "stand outside of the shop until she received a full refund " and "demanded" immediate action be taken in the form of a full refund, the executive assistant said she was unauthorized to give a full refund without the owners consent as is company policy. The executive assistant then ended the conversation respectfully, which was not reciprocated, and hung up the phone. It was after that conversation that the customer was sent an email stating that her threats to the executive assistant over the phone were "unprofessional and for those reasons you are no longer welcome at our establishment." There was no mention of being banned if a Revdex.com complaint was filed.
Auto Trimmers is willing to give the customer all work performed up until the point where the work order was terminated to resolve this complaint and end all forms of communication with customer.
Final Consumer Response /* (3000, 15, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am amazed at how this business paints a picture of their customers and this experience. The amount of lies and stretching of the truth is outrageous. I will not dignify any of their statements with a response. Utterly disappointed at this business and the owner. Karma is a terrible thing and does come back three fold. I will not stoop to the low level the business, business owner, and personnel have stooped too.
Character has been shown. Keep the money, you obviously need it more than a single mom starting a business.

We are so sorry that you aren't satisfied with the certified method that your paint protection film was applied and you are upset that there are grains of sand, and/or paint nubs that are magnified because of the adhesive on the back of the film. As far as the paint on your vehicle, we didn't paint your vehicle. You explained to us that you had some wood hit your vehicle on the freeway as you drove home from our shop and asked if we could repair some areas of the film. It wasn't a warranty issue with the manufacturer's film or our installation, but we complied. The paint was applied to the paint protection film that we installed for you. If this isn't satisfactory, bring in your vehicle and we will replace the material for you again for no charge. The product you purchased is called Paint Protection Film. The purpose of the product is to protect the paint on your vehicle from rock chips and regular damage incurred by driving. We realize you only had 58 miles on your vehicle when you brought it to us. Unfortunately, because vehicles are driven, sometimes up to 70 mph, there are small pits or paint damage that can occur when the vehicle is driven before it is brought over to us to have paint protection film installed. After the film is applied, it conforms to paint on the vehicle and can magnify very minor imperfections not visible to the naked eye without the film applied. It can sometimes have bubbles because it is a wet application that can take up to 30 days to cure out. The film is designed to be self-healing. You could give it a little time to let the sunlight try and heal the areas you are upset about, or you can always bring it back to us and we can re-apply the film even though it isn't a warranty issue and the product is still doing its job.