At Texas Tint Masters, customer satisfaction is the cornerstone of our business. When a customer expresses concerns, we see it as an opportunity to refine our service, uphold our promises, and demonstrate the transparency that defines our award-winning reputation. Recently, we received feedback from Daniel S. regarding his 2024 GMC Sierra’s window tint installation. We take this matter seriously and want to share a detailed timeline of the project to shed light on the steps we’ve taken to address his concerns.

Timeline of Events

1. Initial Installation (November 1, 2024)

 

Daniel S. entrusted us with his 2024 GMC Sierra for the installation of our premium-grade nano-ceramic XPEL XR PLUS window film. At the beginning of every installation, our installers always take pictures of each vehicle they take in before any installation to ensure the vehicle's quality pre-install. Installers will notate any detail they notice on the vehicle -- just to ensure that everyone (installers, admins, and customers) are aware of such small details. Using our state-of-the-art computer-cut system, we ensured precise, factory-quality patterns and delivered a flawless installation. The glass was tested to confirm 99.1% infrared heat blockage, and we provided a verified heat test report along with a Lifetime Warranty. At the time, Daniel expressed satisfaction and appreciation for the quality of work.

 

2. Follow-Up (November 7, 2024)

Shortly after the installation, Daniel reached out to share concerns about certain aspects of the tint application. In response, we promptly scheduled an appointment for November 12, 2024, to address his issues.

3. Second Appointment (November 12, 2024)

 

During the follow-up appointment, we replaced the film on three windows to resolve minor natural particle concerns that may have been caused by inherent glass imperfections revealed by the dark tint. We always let customers know that these natural air particles will show up at least once or twice in the installation. After completing this adjustment, Daniel reviewed the work on-site, expressed satisfaction, and commended our team for their dedication to resolving his concerns.

 

4. Ongoing Follow-Up

Following the second appointment, we received no further communication from Daniel until his recent review. In response, we immediately consulted a product Subject Matter Expert (SME) from XPEL, our global supplier. With the benefit of having an XPEL product, all film installations from XPEL are available to a LIFETIME warranty, meaning that the vehicle is insured to have high quality performance without an additional cost. The warranty protects the vehicle from any film failure, peeling issues, and performance issues. Based on their assessment, the issue may stem from the product itself rather than our installation process. However, an in-person evaluation is required to confirm this.

Our Commitment to Resolution

At Texas Tint Masters, we stand by our work and our customers. Here’s what we’ve done and will continue to do:

1. Thorough Documentation: We’ve compiled a comprehensive timeline of this project, including over 24 photographs and records of six documented interactions related to Daniel’s vehicle.
2. Expert Consultation: We are collaborating with XPEL to determine the root cause of the issue and ensure a permanent resolution.
3. Open Communication: We encourage Daniel to contact us directly to facilitate the next steps and resolve the matter to his satisfaction.

Our Pledge to Transparency and Excellence

Our dedication to transparency and accountability remains unwavering. While we regret any frustration this situation has caused, we are fully committed to finding a satisfactory resolution for Daniel S. and ensuring that his experience with Texas Tint Masters meets our high standards.

If you’re considering window tinting or any of our other services, rest assured that your satisfaction is our top priority. We remain committed to delivering the best results and standing by our work, even in challenging situations.

Thank you for trusting Texas Tint Masters. We look forward to continuing to serve our community with integrity and excellence.