• Report: #977902

Complaint Review: www.tintcenter.com

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  • Submitted: Tue, December 04, 2012
  • Updated: Thu, December 20, 2012

  • Reported By: Kevin — Hewitt Texas U.S.A.
www.tintcenter.com
Internet United States of America

tintcenter.com tintcenter.com took product money and FedEx refund Internet

*REBUTTAL Owner of company: This is caused by an unfortunate misunderstanding and miscommunication.

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I purchased 2 rolls of tint from them in June/July.  One of the 2 came damaged, truly due to FedEx mishandling of the shipment.  At that point I was not upset with them.  I contacted FedEx, who indicated that the vendor must initiate claims, but FedEx helped by getting the claim started with me, and I passed on the claim number to TintCenter.

I used the only means of contacting TintCenter, their webform, to send this information.  All I got was an automated reply:

"Thank you for taking the time to communicate with us.  We will find the right person to get back to you as soon as we can.  All the Best, TintCenter Window Tinting"

That's all I've ever gotten back from them, and they have no phone number or address available on their site.

After a couple months of waiting, I contacted FedEx.  They pulled up the now closed claim and said that they had reimbursed the vendor for the damaged goods.  I again contacted TintCenter, the only way available, and no response.

Now I'm out product and money.  I contacted my credit card company and filed a dispute.  I just recently got back their response, closing the dispute.  Their words:

"We have reviewed the information you provided, as well as the information provided by the merchant.  Unfortunately, we are unable to continue your dispute as we have determined the merchant is unwilling to issue a credit.

However, because we value you as our card member and the manner in which you have managed you account, we have made the conditional credit of $64.67 permanent on your account.  We hope this meets with your satisfaction and apologize for an inconvenience this may have caused."

An apology from my credit card for them having to foot the bill on a fraudulent company.  Great representation on my card company's part, but awful on the vendor.

So I paid them about $90 for a purchase and could only use 1 part of it.  Fedex reimburses them some amount from a shipping insurance standpoint.  We'll say $65 as the average value.  Not sure if their policy paid more.  So now TintCenter has double the money and I have no product.  A third party decided to pay me back because I've always been a good customer, but that isn't right either.

Opinion, this is the problem with why the economy hurts.  People cheat the system and let others pick up the tab.

This was not my first purchase, but the first one with a problem with the product.  I still need a tint supplier to finish the rest of my wife's car, but since this was not resolved with trust, I can't order from them and I would HIGHLY recommend that you don't either.

I am seeking information on how to report them to the BBB but because they hide their website behind WhoIsGuard, their real business contact is hidden from consumers.  The BBB requires a physical address to file a report with them.

Do not use.

This report was posted on Ripoff Report on 12/04/2012 12:55 PM and is a permanent record located here: http://www.ripoffreport.com/r/wwwtintcentercom/internet/tintcentercom-tintcentercom-took-product-money-and-FedEx-refund-Internet-977902. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 0Consumer 1Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

This is caused by an unfortunate misunderstanding and miscommunication.

AUTHOR: TintCenter.com - (United States of America)

First of all, we as the merchant appreciate this customer's returning businesses and we are truly sorry for the unpleasant experience which seldom happen.

After we found out this report, we proactively looked into it the problem.  This was actually the first time we came to know the issue for this order.

From our understanding and research into this order's problem, we identified that it was caused by two unfortunate system and process issue resulting this misunderstanding.  First, the customer did not use the standard contact form (http://store.tintcenter.com/contacts/) or contact email (http://store.tintcenter.com/customer_service/) listed on the website, and the way our email system is set up, his email was not able to be forwarded to the correct department to get his issue taken care of, so unfortunately this miscommunication occurred.  For this, we apologize and will seek improving the email system filters to prevent similar situations from happening in the future.  

We also called FedEx Claim department to understand this particular package that was delivered on 08/10.  It turned out that the recipient had called in on 08/27 to file a damaged package claim and the claim was paid on 08/28 to the sender.  According to FedEx's rule, the payment can only go to the sender no matter who files the claim.  Unfortunately since the amount was under $100, it fell into FedEx's automated expedited claim process which means the claim was approved automatically without any forms of communication nor notifications to any parties including both the sender and the recipient.

As a result, we as the sender weren't aware of this damaged package since the email didn't reach us at the customer service and the claim payment was approved without any notifications.  We've happily shipped out a replacement after coming to know this issue this week since our customer's satisfaction is always our highest priority.

What we've also been doing to prevent a similar issue like this in the future was to talk to FedEx for a better notification process.  We've also worked with our IT department to improve the email filter so an email like this won't be missed again.

We're sorry to say that we can't agree to what's described about the credit card company here.  We as the merchant is always the ultimate one who is responsible to take the loss.  The answer you received from your credit card company was just a initial response due to the whole dispute process.  Because our credit agent in this case is Pay Pal will fight with your credit card company by default when a dispute is initiated.  So a dispute will be declined with proper supplemental documents from our side but the ultimate decision is determined by the credit card company.  Pay Pal told us that if the credit card company doesn't accept the reasoning and decision from our agent, they can overrule and reverse the fund at the final stage of a dispute process.  As a result, it always happened and we the merchant always have to take the loss.  The credit card company never help to make a fair decision.  As a matter of fact, there were a few real fraudulent transactions done to us with large purchases back in April/May.  Once the goods were delivered, a dispute was filed and no matter what proof of the due diligence that we've done to prevent fraudulent and all the tracking and document about the transactions that we provided, the credit card company decide that we should take the complaint.  We never got our products back, plus the fund of the fraudulent  transaction was reserved, not even mention about the shipping fee.  So did the credit card company take any liability? NO!  It's us the merchant who had no one to complain to but to take the loss unfortunately.  We lost thousands of dollars for those fraudulent cases.

So please do understand that we didn't do this on purpose since it's all due to unfortunate miscommunication.  We're happy to resolve any of our customer issues and we stand behind our products as always.

Sincerely,
TintCenter.com
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