similar thing happened at ntb once... guy didnt tell us his drivers window falls, and we always crack the drivers window so keys dont lock inside, it fell, scraped tint, I said too bad, he complained to corporate, we replaced his window tint for free. in the end it cost me $35 to have one window done, from a customer service standpoint, its not even worth fighting from their end.
be calm and persistent, you'll get it fixed i'm sure.