I am writing to share feedback regarding my recent experience at New and Better Tinting on June 6,…read more2026.
To begin, I would like to acknowledge several positive aspects of the business. The first-come, first-served process was explained to me, and the waiting area was clean, comfortable, and pleasant. I also understand that service times can vary depending on the number of vehicles being serviced and any unexpected complications that may arise during installation.
When I arrived, I was told that the tinting process would take approximately one hour. However, my vehicle was not completed for a little over two hours. While I understand that delays can occur, a more realistic estimate would have helped me plan my day better.
My primary concern involves the sales and consultation process. While waiting, I overheard representatives discussing various tinting options with other customers. It became apparent that some customers received detailed explanations of the different film tiers, package options, warranties, and long-term benefits. In contrast, during my own consultation, the discussion focused primarily on the darkness of the tint. There was little to no explanation of the higher-tier products, including the Tier 3 film with its lifetime guarantee.
As a customer, I found this disappointing. It appeared that information was being presented differently depending on the customer, rather than being consistently offered to everyone. Had I been fully informed about all available options and warranty coverage, I likely would have selected the premium film from the beginning.
I also noticed that the business license displayed on-site appeared to be expired, which raised additional concerns about attention to operational details.
The day after my appointment, I contacted the business and spoke with Mr. Lee. I appreciate that he was professional, courteous, and genuinely apologetic regarding my experience. I explained that I was not angry, but rather disappointed that I had not been given the opportunity to make a fully informed decision regarding the quality of film installed on my vehicle. During our conversation, I expressed my interest in having the tint redone using the highest-quality film available and indicated that I would be willing to pay the additional cost, even if it meant paying significantly more for the upgraded product.
Overall, I believe New and Better Tinting provides a service that many customers value. However, I would encourage the business to ensure that every customer receives the same thorough explanation of all available products, warranty options, and package tiers regardless of appearance, background, or assumptions about purchasing preferences. Consistency in customer communication is essential to helping customers make informed decisions and feel valued.
I should reiterate that during my conversation, the owner acknowledged my concerns and said he would speak with the employee involved to ensure all customers receive the same comprehensive information about available products, warranty options, and service packages. I appreciated his willingness to listen to my feedback and his commitment to improving the customer experience.
I hope his response demonstrates an understanding of the importance of equitable communication and informed decision-making, regardless of a customer's appearance, background, or perceived purchasing preferences.
While this commitment was encouraging, I felt it was important to document my experience so that future customers can benefit from greater consistency and transparency throughout the consultation process.
For future customers, I would recommend setting aside several hours for the visit, especially during busy periods, and taking the time to ask detailed questions about all available tinting options, warranties, and film quality levels before making a final selection.
Thank you, David, for taking the time to review and respond to my feedback. I appreciate your willingness to address my concerns and your efforts to make the situation right. While that gesture is appreciated, I have decided to have any future tinting work completed elsewhere. I wish you and your business continued success and hope my feedback proves helpful as you continue serving your customers.
