Tintology in Melbourne, Fla., rocketed past $1 million in sales in 2022. Owner Billy Ellis has a goal of $2 million for this year, and he’s ready to share his wealth of knowledge to help industry peers reach greater heights.
“A lot of shops don’t set customer expectations,” says Ellis of paint protection film (PPF). “I think a lot of shops need to educate the end consumer on the final product.”
Ellis walks clients through a terms and conditions form to ensure they have proper expectations for a PPF project. After reviewing the form, he has customers sign off on the project. He shared the form’s points for potential implementation into your own operation.
“PPF General Terms and Conditions
Drying Time
1. PPF will take approximately 30-60 days to fully cure depending on weather conditions. Do not wash your vehicle for at least seven days. Wrapped vehicles should be returned for an inspection and complimentary wash after a week of delivery so that we can assess any potential minor issues such as a lifted edge
Condition of Vehicle for PPF Installation
2. Vehicle cannot have any paint protection on it such as ceramic coatings. These can affect the effectiveness of the adhesion and may cause lifting, bubbles and other issues. Client is aware that the design of the PPF is for original equipment manufacturer (OEM) factory paint. The client waives and releases Tintology from any warranty or damage claims where a product has been applied to a non OEM paint surface.
Paint
3. Paint may lift on any repainted panel/OEM paint if improperly prepped and painted. By authorizing Tintology to proceed with the install, the client hereby acknowledges the risk, waives any claims against Tintology and agrees that Tintology will not be liable in the event that damage does occur during the installation process.
Paint Chips
4. PPF is designed to prevent the vehicle from future paint chip damage. PPF installation over paint chips will look like contamination after the install due to the unevenness of the paint surface. We do not recommend touch ups on small paint chips due to the aesthetics of the install thereafter.
Installation
5. All PPF kits are computer cut using our DAP XPEL cutting software. Pre-cut kits involve stopping short of edges, edges around badges, washers and other parts. The customer understands that PPF is a sacrificial layer for your car, not a completely invisible or matte layer. Customer may choose to have custom design fit or bulk install for an additional fee.
Headlights
6. Headlights are not recommended for PPF installation due to a high-intensity discharge (HID) feature and exterior coating. By authorizing Tintology to proceed with headlight film installation, the customer hereby acknowledges the risk and waives any claims against Tintology and agrees that Tintology will not be liable.
Film, Badge and Decal Removal
7. The above-mentioned removals may cause the paint to be damaged. By authorizing Tintology to proceed with removal, the client hereby acknowledges the risk, waives any claims against Tintology and agrees that Tintology will not be liable in the event that damage does occur during the removal process.
Imperfections
8. Though we strive for perfection in our installations, due to the nature of the product, some degree of dust contamination and/or minor imperfections are present in every PPF application. Also, pre-existing flaws, scratches, and rock chips on the paint are often much more noticeable after the PPF is installed. PPF will have minor imperfections due to it being a large sticker being place over your paint.”
Ellis, who founded his company in 2018, shared more about the intense pursuit of perfection in the PPF world.
“I’ll lose sleep over a moisture bubble,” he says. “However, I have a conversation with every client. I show them my personal vehicles and point out flaws.”
I was thrilled to connect with Ellis for this piece, which I hope guides your business forward in regards to setting PPF expectations. Ellis says good friend Mike Norng, general manager of Houston’s Automotive Film Specialists, inspired him to create his current terms and conditions form.
“No competition here,” he shares. “I think everyone should help each other because there’s enough business to go around. With a team effort to grow the industry and help each other out, that’s only going to be better for all of us in the long run.”
Love it. I used to have the same not only in head but also on the paper. Amazing person and huuuge inspiration.
Great article. Billy is a true asset to the industry!
Loyalty is a two way street ! With that being said I believe customer service is top priority. The relationships will create themselves from great customer service. We don’t price match and never will. I believe it dumbs you down. People will pay for quality and customer service. They won’t pay for a attitude and poor quality. Great read and like the attitude.