ComplaintsforVVIVID Vinyl

• Initial Complaint

  06/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date: Jan 25, 2024 Amount paid: 177.59 Trash vinyl from a trash company, i purchased nearly $200 worth of vinyl from vvivid and when i received it 90% of it was defective. I emailed them right away to let them know and their reply was for me to buy bigger rolls and provided "tips" on how to store it. I explained multiple times in the WIDTH that i need (12") they do NOT offer more than 5'. For 12" wide rolls of vinyl they are pre-packaged and are wound so tight that they cause the vinyl to be wavy/tunneled. Their only reply was "we do" instead of helping me with the ton of vinyl i have that i can't use. I emailed them 3 times after and they have yet to reply. I filed a chargeback with my bank and my bank found it in their favor due to vvivid supplying them with "evidence" that i made the purchase. Never have I ever disputed that i made the purchase, what i'm disputing is being sent $200 worth of vinyl that i cannot use.

  Business response

  06/21/2024

  I'm sorry to hear about the bad experience with this order.Please note, our customer service replied to your email on Mar 1, 2024 asking you for additional information so we can further try to resolve the issue, however we never received a reply back.The next correspondence in regard to this order came in the form of a credit card chargeback was claimed with the reason "defective or damaged", which was disputed because our support team had already previously verified that the item is not defective based on photos provided by customer, however, they did note that the product appeared wavy due to lifting from the backing paper.Lifting is not considered a product defect because the vinyl must be removed from the backing paper in order to be used, and premature lifting does not hinder the final application or longevity of the material.As per the product warranty (see ********************************* for the full details):     "Any warranty claim made whereby the product was used outside the scope of it’s intended application may be denied. As well, all VVIVID Vinyl products must be kept clear of any chemicals, contaminants or environmental conditions deemed to be harmful to the integrity of the product."That said, while this item did not meet the requirements for a replacement under the product warranty, the order was still within the 30-day policy to return the item(s) to VVIVID Vinyl for a refund for any reason or no reason at all. As I previously mentioned, our latest email to customer was ignored so we did not have the opportunity to come to an amicable resolution.

  Business response

  06/21/2024

  We do not consider this a product defect qualifying for a replacement as our intended use-case is to install the vinyl as-is directly to the vehicle without modification, and only requiring the installer to trim off the excess material; however, we do understand that it this does not meet your additional requirements which is why you were asked for more information on Mar 1, 2024, with the goal being some sort of product exchange and solution to help complete your project.It has been a few months now, but do you still have the material in original condition? If yes, we would still be open to doing a product return with your choice of an exchange or refund.

  Customer response

  06/21/2024

  Only rejecting so I’m able to reply. But I have roughly 11 rolls still, some of them not being whole rolls as my cuts kept failing due to the tunneling.  If we can set up a refund that would be great as I have since changed brands
  
  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i bought a hood wrap from these people & the first was no good had lines running through it. they replaced it with no problem! well i recieved the second one & it was fine so i installed it, everything went perfect well the customer wanted it changed (after 6 months) to a different color so i started to remove the wrap nice & slow with a heat gun like ive always done (24x) this time it pulled alot of paint pff with it! i contacted them & after 4x i finally got the warranty form to send!! they had problems with their site not wanting to send any kind of warranty claim. they tell me since it was replaced once they were not liable for any damage their product does/did to my paint on my hood! also they would not be liable for anything over what the cost of their product was $58! its gonna cost $500 to get the hood sanded & repainted!! still they dont see that they have to stand by their product for any reason what so ever & that yall wont do anything to them anyway much less say anything! i told them they were probably right because yall dont protect your american consumers more like the other way around!! isnt that right MR.BBB??

  Business response

  12/21/2022

  After an internal investigation into the handling of this case we believe the correct resolution has been made.  The customer's original warranty request from July 12, 2022 was determined to be "user installation error" and not a product defect, however, an exception was made and the customer was given a full refund. Although not an official part of our policies, refunds or replacements are sometimes given on a case-by-case basis even when we are not at fault, in order to help develop and promote the DIY vinyl wrap community. ----- The customer's words from the "Explain your issue in detail" portion of the warranty form for reference: "me & a buddy (both of us have put on several wraps) started to lay the wrap on my hood & i noticed it was crooked so we started to lift it to repositin it & it ripped on one corner so had to take it off then i noticed it took a piece large piece of the primer of the hood. we hung it up on a clothes line & tryed to get the large piece of prime off but no luck! also i didnt know the vinyl was see through,if id known that i wouldnt of attempted to put it on my hood! iwas hoping it would take place of the paint, guess not!" ----- This not only proves that the improper installation methods were used, but also shows a profound lack of understanding in the customer's automotive vinyl wrap knowledge. It has now been 6 months and although the customer's messages are  unclear, it is our understanding that the vinyl wrap was left on the car's hood until now. The customer first reached out to ask if we (the manufacturer) would cover repair costs from damages to the underlying paint, after they had noticed the paint was beginning to lift during the uninstall process. ----- We received the following emails from the customer detailing the issue: Dec 16, 2022, 8:38 PM "hi i pyrchased a hood wrap from yall on the 20 of may. i was gonna peel it off with a heat gun everything is going great slowbut good. im to the middle of the hood & i noticed the paint was starting to pull off with it! i need to know whos gonna pay for the respraying of my customers hood?  its christmas time & i cant afford to pay for it & this customer is gonna be really P.Oed! i stopped of course but i cant give the customer their car back like this! please help me!! say something soon please!" Dec 20, 2022, 11:55 AM "the customer wanted the wrap taken off & another installed for holidays , so i drove his car for about 20 mins. to warm the hood up to aid in the removal of wrap . i also used my heat gun its cold here. taking  my time i pulled up on the wrap all was good for the first 45 mins then i seen a dark spot on the vinyl i looked closier & low & behold the damn paint was coming up with the vinyl. i stopped & called yall but   guess yall were closed i emailed no answer either way! i commenced to removing like ive always done & more paint pelled off in a few more spots! i cant return this guys car this way! ill loose clients!! i  cant afford to have the hood painted with xmas around the corner (it's bad enough that im having to do this for free asd it is ) now i can prep. the hood for paint by sanding & priming it but i dont have a booth or gun to spray!" ----- Due to the order in question having already been previously investigated and deemed "user installation error", a second investigation did not take place, however, taking a fresh look into this case we believe the cause of the vinyl wrap peeling paint off the hood is likely due to the that primer the customer applied to the hood prior to the installation of the vinyl wrap, and not a defect of the vinyl wrap itself. 

  Customer response

  12/23/2022

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards,  ******* *********  ok the first hood wrap i bought from VVivid wraps had lines runnin g through it! i dont have pics anymore my phone got stolen. ok i contacted them & told them the wrap had lines runnin g through it & sent pics of the lines to them. tney agreed the product was faulty, so they sent another. when i was taking the first one off to install the 2nd wrap i lifted it as i have done with numerous wraps & it pulled the primer & bondo off the hood i sent them pics of it & thats whaen they gave me a refund! i put the wrap they replaced the first one with & decided it would go on another hood since this hood was ruined & had to go back to the body shop to get repaired. i put the other wrap on the factory painted hood & yes its been there for a lil while. the customer   wanted a different wrap on his hood so to proceeded to remove it with a heat gun & very slowly as ive done in the past & the **** paint was pulling off in several places. i did everything right! also they told me on the first mishap that it was TEXAS weather that caused the wrap to pull the paint off. not installer error!!! 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩