Dealing with these guys have been one big headache.

As I stated in my previous post, I've been trying to get back in touch with them to call me. It's been a real struggle because I still continued to get the "Lane will call you back today". It would never happen. Finally last Monday I called New Image again (as I was at this point either emailing or calling them almost on a daily basis Monday through Friday) and Rakel answers the phone. I ask to schedule something to have the rear windshield redone. She finally goes to schedule something over the phone rather than tell me Lane will call me to figure it out. She asked when I good time would be to have it done... so I said this Monday or Tuesday would be fine (05/16 or 05/17). She asked me when I'd like to come in, so I told them they can choose what's the most convenient for them. Rakel told me to show up at Monday 05/16 at 9:30am at their Portsmouth location.

Today comes around and I show up at the Portsmouth location at 9:25am. I get out my car and realize their shop's door is locked. I went back to my car and sat for a good 10 minutes to give them time to arrive. At about 9:35am I call 757-465-2214 and it continues ringing and East Coast (the truck company they have their shop in) picks up instead. I asked to speak to New Image and they stated I could go to their voicemail. I declined as I figured it would do no good since they'll see me when they roll up. 9:50am comes around and they are still no where to be found. I called the same number again and East Coast picked up again. I asked to see if they had Lane's number. They provided it to me so I called that number and no one picks up. 10:15pm comes around and no one is there still. At this point I'm really pissed as this seems like this is the same thing they pulled on someone else that posted in this thread. I call both numbers now, leave voicemails saying I was there and no one showed up. I also asked they contact me back to discuss a refund for their services as they are clearly unreliable.

To let's sum up what's all happened with me:
-New Image was easy to get a hold of to schedule my car to get tinted and gladly did it.
-I notice more bubbles than I'd expect in the rear tint, I am assured they will go away.
-Majority of them go away, but there's still some that don't go away after a week and a half.
-I contact New Image and I explain the ordeal, they tell me to contact them back if it doesn't go away in another week.
-A week goes by, I contact them as the issue is not resolved. I'm told Lane will need to contact me.
-Lane never contacts me.
-I contact them repeatedly over phone and email and repeatedly get told I'll receive a call the same day.
-Never receive a call until several days later. I immediately return the call with less than a minute, no one calls me back or answers.
-I go through the same cycle again to get them to contact me.
-Finally they agree on a set time and date to have it fixed.
-I show up, they don't show even 45 minutes after the set time. They don't answer their phones.

I know I didn't screw up remembering the time of when we scheduled this because I added this into my Outlook calendar as I was on the phone with them to ensure that I'd have the time correct.

At this point I want a refund as I'm going to have to pay a different shop to remove and retint the rear window. I would not recommend this place to a friend or stranger at all. They seem very friendly to get your business up front, but the moment they have your money you're long forgotten.

EDIT: I found a phone number for someone else within the business that works there. I texted that person I got no response. This is their cell phone by the way. I've gone ahead and contacted BBB to have this hopefully resolved. I doubt it will be easy to get a refund without their assistance.

UPDATE: Lane called me apologizing and wants to make it right and fix the issue still. He provided a reason to me for them not showing up as a mistake. Not an acceptable mistake by any means though. I believe in giving second chances to everyone at least once. I'll give them one more shot to make it right. I'll also forward to the BBB the issue was resolved should it be taken care of. I think they're good people, but customer service (or being on top of things... however you want to see it) does not appear to be their strongpoint.