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Too dark, custy wants it redone free!
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Full Version: Too dark, custy wants it redone free!
Ok, so guy with a new Lexus ES 350 calls and wants his car tinted. Met him at the dealership, showed him all the films and cars on the lot that I'd tinted. He chooses Charcool 20% for his black ES with tan interior. That was 2 weeks ago. Calls me back on a Sunday morning and says it's too dark and wants it redone. I said Ok fine, it's $$ to remove it and $$ to retint in a 35%. He says no, I'm not satisfied you should do it for nothing. I was very nice but steaming inside and told him, you chose the 20 and there's nothing wrong with the quality of the install, so you would have to pay me to remove and retint. He says no, I'll just take it to another tinter and they'll remove it for me. I say you think another installer is going to remove and retint your car out of the kindness of his heart? He says well I'll just go to Lexus and they'll pay to have it removed and retinted, because they have to make me a happy customer. I said good luck with that. I haven't heard back. Yet. I'm sure I'll get a hilarious call from the dealer. They'll be laughing their a$$'s off along with me!!! Is it just me who gets customers like this???
I get them all the time. I usually ask them "when was the last time you went into work for free?"
Did the customer see both 35 and 20 then choose 20?Are you sure it wasn't a 3 series BMW owner?
 When ever this situation arises I will offer the removal for free and maybe a slight discount.In your situation the dealer is going to hear something different than how you handled the customers problem.Do not let one customer ruin your relations with that dealer.So long as you have signed invoice prior to start of install the customer should pay for something.
I don't get people sometimes.Try that %&$# anywhere else and see how that works.McDonald's I don't want this big mac exchange it for a quarter pounder.Paint shop i don't like this blue redo it green.I just don't get it................................
Ive had the otherway round in the past. Tinted a people carrier with a 5% film as requested, then about 2 hrs later get the call saying its not dark enough and i didnt put "Limo"tint on? He was going to do this and that, said i had 7 days to sort it or he was going to take legal action, or going to trading standards etc. I stuck by my guns, i hadnt done anything wrong and i havent heard ffrom them in the past 2 months? Does p1ss you off though!
i dont care what they dont like...unless it was something that was my fault, they pay.
I always explain how the tint affects night vision, especially backing the vehicle in somewhere. Daytime dark tint is great, but at night it can be a real pain.
Not saying you did anything wrong, just explaining what I do to avoid these things.
exactly why the customer always picks the darkness if they don't like it then it's on them.
QUOTE (thatsnappyguy @ Nov 18 2008, 04:36 PM) [*]653615[/*] i dont care what they dont like...unless it was something that was my fault, they pay. Amen Brother!! If they pick out the film then it's there fault and there paying me!! If it's a misunderstanding then i'll bend and just try to make them happy! You can't go and get your car painted and tell the guy it's not really what i wanted , painted over for free even though i picked out the paint! QUOTE (Monique @ Nov 18 2008, 12:22 AM) [*]653508[/*] Ok, so guy with a new Lexus ES 350 calls and wants his car tinted. Met him at the dealership, showed him all the films and cars on the lot that I'd tinted. He chooses Charcool 20% for his black ES with tan interior. That was 2 weeks ago. Calls me back on a Sunday morning and says it's too dark and wants it redone. I said Ok fine, it's $$ to remove it and $$ to retint in a 35%. He says no, I'm not satisfied you should do it for nothing. I was very nice but steaming inside and told him, you chose the 20 and there's nothing wrong with the quality of the install, so you would have to pay me to remove and retint. He says no, I'll just take it to another tinter and they'll remove it for me. I say you think another installer is going to remove and retint your car out of the kindness of his heart? He says well I'll just go to Lexus and they'll pay to have it removed and retinted, because they have to make me a happy customer. I said good luck with that. I haven't heard back. Yet. I'm sure I'll get a hilarious call from the dealer. They'll be laughing their a$$'s off along with me!!! Is it just me who gets customers like this??? According to your info you are in California. And if I remember correctly the front doors are a no-no and you applied 20% on everything. Now you have a customer complaining the !llegal install is too dark. Hmmmm QUOTE (Tinitman @ Nov 20 2008, 07:50 PM) [*]653918[/*] QUOTE (Monique @ Nov 18 2008, 12:22 AM) [*]653508[/*] Ok, so guy with a new Lexus ES 350 calls and wants his car tinted. Met him at the dealership, showed him all the films and cars on the lot that I'd tinted. He chooses Charcool 20% for his black ES with tan interior. That was 2 weeks ago. Calls me back on a Sunday morning and says it's too dark and wants it redone. I said Ok fine, it's $$ to remove it and $$ to retint in a 35%. He says no, I'm not satisfied you should do it for nothing. I was very nice but steaming inside and told him, you chose the 20 and there's nothing wrong with the quality of the install, so you would have to pay me to remove and retint. He says no, I'll just take it to another tinter and they'll remove it for me. I say you think another installer is going to remove and retint your car out of the kindness of his heart? He says well I'll just go to Lexus and they'll pay to have it removed and retinted, because they have to make me a happy customer. I said good luck with that. I haven't heard back. Yet. I'm sure I'll get a hilarious call from the dealer. They'll be laughing their a$$'s off along with me!!! Is it just me who gets customers like this??? According to your info you are in California. And if I remember correctly the front doors are a no-no and you applied 20% on everything. Now you have a customer complaining the !llegal install is too dark. Hmmmm And just where in my original post did I say I tinted the front windows? Hmmmm? They were NOT tinted, just the rear 5!
Surprise, the Lexus dealer calls and said they saw the car, nothing wrong with the tint, but the guys an a$$ whole. They placated him by offering him a few free services, but he would pay to have it removed and reinstall the 35%. I get there at the appointed time. Not only did he not show up, but he called the manager to complain and when he didn't like what the manager told him, he hung up. Apparently he's now going to Lexus corporate with his complaint. They told me he'd get nowhere and it's the customer who chose what to go with on his car.
On the other hand... Get a call from the Hyundai dealer. Sold a used Caravan that needed limo tint on the rear 5 windows. No prob, hatched it out in an hour and a half. Customer calls back after the weekend saying, that's not limo tint, I can still see through it. I assure her it is limo and show her the roll which says CH 5 XSR in the core. I tell her I can apply another layer, but she'd have to pay for it. Nuh-uh! So I have her speak with the finance manager by phone at his home, who's supposedly a personal friend. Within seconds I hear her tell him f&%$ off Jerry and hangs up on him. She goes to leave, manager calls back, wants to talk with her. She won't get out of the van, doesn't wanna talk anymore. I tell the manager I'd be willing to double up the tint and charge him just half of the original invoice, just to make her go away. He agrees, she, after much nagging agrees, so I go to it. Get the van all done, she sees it and says, why you do those windows (pointing to the sliding door mounted glass) I'm like, you wanted it all done darker. She says, why would I want those done, I'd like to see thru them!!! I say, you don't want these done, your sure? Yep. So I rip off the recently applied layer and hand her the keys and walk away. Now I hear she wants new tires from the dealer and doesn't want to pay for them! Too bad California has the death penalty for murder!! QUOTE (Monique @ Nov 26 2008, 06:58 AM) [*]654483[/*] Surprise, the Lexus dealer calls and said they saw the car, nothing wrong with the tint, but the guys an a$$ whole. They placated him by offering him a few free services, but he would pay to have it removed and reinstall the 35%. I get there at the appointed time. Not only did he not show up, but he called the manager to complain and when he didn't like what the manager told him, he hung up. Apparently he's now going to Lexus corporate with his complaint. They told me he'd get nowhere and it's the customer who chose what to go with on his car. On the other hand... Get a call from the Hyundai dealer. Sold a used Caravan that needed limo tint on the rear 5 windows. No prob, hatched it out in an hour and a half. Customer calls back after the weekend saying, that's not limo tint, I can still see through it. I assure her it is limo and show her the roll which says CH 5 XSR in the core. I tell her I can apply another layer, but she'd have to pay for it. Nuh-uh! So I have her speak with the finance manager by phone at his home, who's supposedly a personal friend. Within seconds I hear her tell him f&%$ off Jerry and hangs up on him. She goes to leave, manager calls back, wants to talk with her. She won't get out of the van, doesn't wanna talk anymore. I tell the manager I'd be willing to double up the tint and charge him just half of the original invoice, just to make her go away. He agrees, she, after much nagging agrees, so I go to it. Get the van all done, she sees it and says, why you do those windows (pointing to the sliding door mounted glass) I'm like, you wanted it all done darker. She says, why would I want those done, I'd like to see thru them!!! I say, you don't want these done, your sure? Yep. So I rip off the recently applied layer and hand her the keys and walk away. Now I hear she wants new tires from the dealer and doesn't want to pay for them! Too bad California has the death penalty for murder!! far out they are some bad customers right there ! i think you handled the situations well and hopefully you don't get anymore customers like them not for a while anyway ! ive seen it in a lot of things i used to be a glazier and we had customers that just could not be satisfied then i was doing auto glass and same deal 1 in 20 customers used to either nitpick the job or say we damaged something which has nothing to do with a windshield, ya win some , ya lose some ! keep your head high most people are decent customers ! QUOTE (Monique @ Nov 25 2008, 04:58 PM) [*]654483[/*] Surprise, the Lexus dealer calls and said they saw the car, nothing wrong with the tint, but the guys an a$$ whole. They placated him by offering him a few free services, but he would pay to have it removed and reinstall the 35%. I get there at the appointed time. Not only did he not show up, but he called the manager to complain and when he didn't like what the manager told him, he hung up. Apparently he's now going to Lexus corporate with his complaint. They told me he'd get nowhere and it's the customer who chose what to go with on his car. On the other hand... Get a call from the Hyundai dealer. Sold a used Caravan that needed limo tint on the rear 5 windows. No prob, hatched it out in an hour and a half. Customer calls back after the weekend saying, that's not limo tint, I can still see through it. I assure her it is limo and show her the roll which says CH 5 XSR in the core. I tell her I can apply another layer, but she'd have to pay for it. Nuh-uh! So I have her speak with the finance manager by phone at his home, who's supposedly a personal friend. Within seconds I hear her tell him f&%$ off Jerry and hangs up on him. She goes to leave, manager calls back, wants to talk with her. She won't get out of the van, doesn't wanna talk anymore. I tell the manager I'd be willing to double up the tint and charge him just half of the original invoice, just to make her go away. He agrees, she, after much nagging agrees, so I go to it. Get the van all done, she sees it and says, why you do those windows (pointing to the sliding door mounted glass) I'm like, you wanted it all done darker. She says, why would I want those done, I'd like to see thru them!!! I say, you don't want these done, your sure? Yep. So I rip off the recently applied layer and hand her the keys and walk away. Now I hear she wants new tires from the dealer and doesn't want to pay for them! Too bad California has the death penalty for murder!!  That's funny!! Hey girl.... at least you tried to take care of problem. Not to many others would have done the same! 
QUOTE (Monique @ Nov 25 2008, 03:58 PM) [*]654483[/*] Surprise, the Lexus dealer calls and said they saw the car, nothing wrong with the tint, but the guys an a$$ whole. They placated him by offering him a few free services, but he would pay to have it removed and reinstall the 35%. I get there at the appointed time. Not only did he not show up, but he called the manager to complain and when he didn't like what the manager told him, he hung up. Apparently he's now going to Lexus corporate with his complaint. They told me he'd get nowhere and it's the customer who chose what to go with on his car. On the other hand... Get a call from the Hyundai dealer. Sold a used Caravan that needed limo tint on the rear 5 windows. No prob, hatched it out in an hour and a half. Customer calls back after the weekend saying, that's not limo tint, I can still see through it. I assure her it is limo and show her the roll which says CH 5 XSR in the core. I tell her I can apply another layer, but she'd have to pay for it. Nuh-uh! So I have her speak with the finance manager by phone at his home, who's supposedly a personal friend. Within seconds I hear her tell him f&%$ off Jerry and hangs up on him. She goes to leave, manager calls back, wants to talk with her. She won't get out of the van, doesn't wanna talk anymore. I tell the manager I'd be willing to double up the tint and charge him just half of the original invoice, just to make her go away. He agrees, she, after much nagging agrees, so I go to it. Get the van all done, she sees it and says, why you do those windows (pointing to the sliding door mounted glass) I'm like, you wanted it all done darker. She says, why would I want those done, I'd like to see thru them!!! I say, you don't want these done, your sure? Yep. So I rip off the recently applied layer and hand her the keys and walk away. Now I hear she wants new tires from the dealer and doesn't want to pay for them! Too bad California has the death penalty for murder!! I had a lady with a New Trailblazer that we put limo on the back. She called complaining wanting it a different shade of black.  It was black. No one knew what the H#ll she was talking about, so we finally ripped it of the windows and told her bye-bye. The dealership said she is waiting for a seat on the space shuttle so she can try to find that TRUE black she so craves.
Sure would be justice to find out what line of work these folks are in.
Have a friend enlist their services, then complain about how they want it redone or a refund. Only problem is, folks like this beat you to death with their lifetime of stupidity experience.
Had a lady tell us that her back glass was too dark and she swore up and down that she said she wanted 35%. It got to the point where I was gonna strip and retint it for free just to get her off of our backs but she wanted a refund. We refused to give her a refund so she actually took us to small claims court. So we told the judge that we would refund her the money but that we would have to remove the film off of the back glass. The judge agreed with us that she could not have the tint and the money so she dropped the case. Obviously she was just trying to get some money back but it baffles me that she took it that far.
Guess what I did Monday? Yep REMOVED the tint from the Lexus ES 350. The dealer paid me to remove and we did not retint. The custy wanted the dealer to reimburse the original cost of the tint, which they did not because the customer chose the tint. The service manager Mark, did tell me he was picking the tint apart, even tho he thought it looked great.
QUOTE (Monique @ Dec 17 2008, 08:22 PM) [*]657870[/*] Guess what I did Monday? Yep REMOVED the tint from the Lexus ES 350. The dealer paid me to remove and we did not retint. The custy wanted the dealer to reimburse the original cost of the tint, which they did not because the customer chose the tint. The service manager Mark, did tell me he was picking the tint apart, even tho he thought it looked great. classic! always trying to look for flaws on a perfect tint job just because they dont like it or want a different shade. 
I'm just happy that the dealer totally backs me up on this. I got 2 more referrals from them today.
QUOTE (TINT @ Dec 20 2008, 08:53 PM) [*]658265[/*] classic! always trying to look for flaws on a perfect tint job just because they dont like it or want a different shade. On my receipt it states any warranty work will be replaced for like for like tint ie 35% will be replaced with 35%, Had a guy come back once with 2 fronts peeling then asks if he can have them darker this time!!!!!
FG customers can be the same way, want one thing and change thier minds once it is done...wanting it darker...lighter..ect
nothing ticks me off worse than cust. who says one thing and complains that they wanted something else . all my car dealers get legal tint only .... yes i have retinted a whole car to satisfy cust.... YOU have to make people realize that window tinting is done by humans and is not perfect....if they want absolute perfection then they need to pay you $1000 to tint car and you will remove windows to tint them ... jk ing HEY !!! what happened to window tinting standards on IWFA site , didn't they spell out quality standards and what to expect after geting windows tinted?
I am sure all of us that deal with customers, no matter what business we choose have dealt with peeps that are impossible to please or expect something for free. In my experience I have done work for free and realized that the custy was pickier than a custy that paid top price. At this point I give great service and stand on my price. I never even make a recommendation in shades and I explain that they pick a shade that they will love because if they decide to dark or to light it will cost them xx bucks to strip and re tint each window. Custys take a bit longer to decide but I dont have that problem any more.
Chancer!
i always say are you sure that what you want because it cost later to change your mind once its cut its yours
QUOTE (Monique @ Nov 18 2008, 02:22 AM) [*]653508[/*] Ok, so guy with a new Lexus ES 350 calls and wants his car tinted. Met him at the dealership, showed him all the films and cars on the lot that I'd tinted. He chooses Charcool 20% for his black ES with tan interior. That was 2 weeks ago. Calls me back on a Sunday morning and says it's too dark and wants it redone. I said Ok fine, it's $$ to remove it and $$ to retint in a 35%. He says no, I'm not satisfied you should do it for nothing. I was very nice but steaming inside and told him, you chose the 20 and there's nothing wrong with the quality of the install, so you would have to pay me to remove and retint. He says no, I'll just take it to another tinter and they'll remove it for me. I say you think another installer is going to remove and retint your car out of the kindness of his heart? He says well I'll just go to Lexus and they'll pay to have it removed and retinted, because they have to make me a happy customer. I said good luck with that. I haven't heard back. Yet. I'm sure I'll get a hilarious call from the dealer. They'll be laughing their a$$'s off along with me!!! Is it just me who gets customers like this??? Good, you stuck to your guns and didnt let someone take advantage of you!
well as off the wall crazy as that sounds believe it or not the customer is right on this one. what i mean by that is I work for a lexus dealer ship and all the lexus dealerships work off there CSI scores and if they think they will get a bad survey from that customer they will eat the cost to remove the tint and get a lighter percent put on his car without blinking an eye.
I think you did exactly the right thing. The customer is wrong. I am kind of surprised the dealer didn't just eat it and have you redo it. We have dealers that are paid on CSI as well and knowing them, they probably would have eaten it. We don't get comebacks for any tint problems, that is why they use me instead of the guys they used previously.
We had one a while ago. Lady complained her back window had a hair in it. Sure enough there was a tiny hair we missed. So we redo it free of charge, no problem. It was ATR 20. She comes back in and says we didn't redo her window. We said look, no more hair. She says, no, I see you removed the old tint but you didn't put new tint on. Stunned, we try to show her the window is indeed tinted. She didn't believe it and went to the dealer managers lol. Some people QUOTE (nctinter @ Apr 28 2009, 05:05 AM) [*]682821[/*] I think you did exactly the right thing. The customer is wrong. I am kind of surprised the dealer didn't just eat it and have you redo it. We have dealers that are paid on CSI as well and knowing them, they probably would have eaten it. We don't get comebacks for any tint problems, that is why they use me instead of the guys they used previously. We had one a while ago. Lady complained her back window had a hair in it. Sure enough there was a tiny hair we missed. So we redo it free of charge, no problem. It was ATR 20. She comes back in and says we didn't redo her window. We said look, no more hair. She says, no, I see you removed the old tint but you didn't put new tint on. Stunned, we try to show her the window is indeed tinted. She didn't believe it and went to the dealer managers lol. Some people The Lexus dealer did finally pay me to remove the tint, but the customer didn't want it redone at all. QUOTE (clearIT23 @ Apr 27 2009, 10:17 PM) [*]682806[/*] well as off the wall crazy as that sounds believe it or not the customer is right on this one. what i mean by that is I work for a lexus dealer ship and all the lexus dealerships work off there CSI scores and if they think they will get a bad survey from that customer they will eat the cost to remove the tint and get a lighter percent put on his car without blinking an eye. that doesn't make the customer right. it means the dealer cares about their customers and will take care of them. the customer picked the film, then changed their mind. not the tinters fault. not the dealers fault. the customers fault for being a biatch. QUOTE (nctinter @ Apr 28 2009, 06:05 AM) [*]682821[/*] I think you did exactly the right thing. The customer is wrong. I am kind of surprised the dealer didn't just eat it and have you redo it. We have dealers that are paid on CSI as well and knowing them, they probably would have eaten it. We don't get comebacks for any tint problems, that is why they use me instead of the guys they used previously. We had one a while ago. Lady complained her back window had a hair in it. Sure enough there was a tiny hair we missed. So we redo it free of charge, no problem. It was ATR 20. She comes back in and says we didn't redo her window. We said look, no more hair. She says, no, I see you removed the old tint but you didn't put new tint on. Stunned, we try to show her the window is indeed tinted. She didn't believe it and went to the dealer managers lol. Some people you deal with more crazy people in this industry than any other I've ever worked in. I thought i met strange people working at coldstone, then it got worse deliver pizzas. But tinting is by far the worst. QUOTE (scottydosnntkno @ May 3 2009, 08:23 PM) [*]683916[/*] you deal with more crazy people in this industry than any other I've ever worked in. I thought i met strange people working at coldstone, then it got worse deliver pizzas. But tinting is by far the worst. That says a lot considering you made it to the ripe old age of 20 and have all of that experience being a ice cream expert and pizza engneer QUOTE (TTS @ May 3 2009, 08:26 PM) [*]683918[/*] QUOTE (scottydosnntkno @ May 3 2009, 08:23 PM) [*]683916[/*] you deal with more crazy people in this industry than any other I've ever worked in. I thought i met strange people working at coldstone, then it got worse deliver pizzas. But tinting is by far the worst. That says a lot considering you made it to the ripe old age of 20 and have all of that experience being a ice cream expert and pizza engneer I also worked in a warehouse with my dad for a couple years doing service part assembly, as well as lawncare, plowing, and brick paving. People running after your plow truck with a baseball bat when its 8am and your "making too much noise" is kind of crazy too though
QUOTE (TTS @ May 3 2009, 07:26 PM) [*]683918[/*] QUOTE (scottydosnntkno @ May 3 2009, 08:23 PM) [*]683916[/*] you deal with more crazy people in this industry than any other I've ever worked in. I thought i met strange people working at coldstone, then it got worse deliver pizzas. But tinting is by far the worst. That says a lot considering you made it to the ripe old age of 20 and have all of that experience being a ice cream expert and pizza engneer  .... what did He enter the workforce at age 3? 
QUOTE (TTS @ May 3 2009, 09:26 PM) [*]683918[/*] QUOTE (scottydosnntkno @ May 3 2009, 08:23 PM) [*]683916[/*] you deal with more crazy people in this industry than any other I've ever worked in. I thought i met strange people working at coldstone, then it got worse deliver pizzas. But tinting is by far the worst. That says a lot considering you made it to the ripe old age of 20 and have all of that experience being a ice cream expert and pizza engneer whats a pizza engneer?
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