Complaints

• Initial Complaint

  06/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I left a review less than a year ago and had Chris paint correct and re coat my vehicle after another company messed it up pretty bad and I was luckily able to stop payment. Chris did an amazing job fixing their mistakes as they had damaged my brand new car and slapped a crappy coating over it sealing the damage into my paint. Chris really did a spectacular job and I kept up with maintenance washes every two-three weeks until I got my new job and was unable to wash my car for around 2-3 months due to working almost every day. It was when I washed my car after that I realized something was strange about the coating and after doing research into the actual coating which I had never taken the time to do because of how incredible it looked I realized I had not gotten the 8 year titanium ceramic coating that I was told I had received but had a Teflon and wax based coating which was not professional grade and could be purchased by the public (which is fine but not what I wanted a ceramic coating for and not what I thought I was paying for) when I had gotten the work done Chris was still working from home and now has a shop and updated website stating he is a certified installer of fireball coatings which are ceramic and titanium based coatings only available to professionals which is something I assumed I had installed on my car. The undrdog coating has very good ratings but it is simply not something someone would be going to a professional and having installed on their car thinking it is an 8 year titanium/ceramic and seeing the loss of strength from only not being able to wash it for 2-3 months and noticing major swirls. Chris was kind in the beginning but after missing my appointment where I began to feel unsure of paying over $100 to wash and wax over my coating not knowing what the results would be I had asked him about a warranty on my coating and mentioned I noticed he strictly uses fireball on his cars which all have warranties. Check attached document for cont'

  Business response

  07/19/2022

  Business Response /* (1000, 5, 2022/06/20) */ This customer received this service as well as an upgraded service complimentary to fix what another company did to his vehicle. We applied Undrdog pro coating which can be purchased by consumers but is recommended to be installed by pros. There are thousands of professional installers for this product. Reviews of this product are good. We did not warranty this service as customer paid a discounted rate as we felt bad that another company messed up his car as he told us. We taught the customer how to maintain the coating and his vehicle. He reached out in March and made an appointment for us to inspect the coating after he expressed concerns due to lack of washing it for over 2 months and using well water recently to finally wash it. We do maintenance services for coatings all the time and this is a separate service which includes a ceramic topper to try to refresh the coating as well as a decontamination to help if a coating is clogged due to contamination and lack of cleaning. Customer made appointment and no-showed, no-called for said appointment. He reached back out over 2 months later reporting even more concerns. We again told him we need to inspect the vehicle, which would include decontamination wash and we could also put a ceramic topper/enhancer which is standard practice if he is having some difficulty maintaining the vehicle as this would refresh the coating. Customer repeatedly texted owners personal cell phone after being asked to contact us on our business line. After customer did not like owners response he reached out to the product company Undrdog making claims about our company and the owner. We addressed this with customer and he then asked to cancel his appointment as he was unsure of spending money to service the coating. We complied. It is clear that customer has neglected his vehicle which has now caused issues that he is upset about. He wants the service redone free of charge which we have denied as of now. If there was something we did wrong in the service we completed 1.5 years ago we would certainly take care of this however this customer has no-called, no-showed and we have not been able to inspect the vehicle. This likely could e been addressed with a simple inspection/maintenance 2.5 months ago when originally noticed. Now customer wants a $750 service redone due to his negligence for months. Consumer Response /* (3000, 7, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was charged $750 for the package and $500 was for just the coating. I've spoken to multiple professionals who have all told me the fact that I was told a titanium ceramic coating was being put on my car when a cheap consumer grade coating not nearly as durable, hard, or thick was actually applied. I chose to not go to the appointment because I finally did some research into the coating and went back through messages to question the truth and if I had once again been taken advantage of. Washing and putting a wax to cover up the damage wasn't going to fix it, it would've simply hid the weakness and failure of the coating for a short amount of time. Therefore, spending over $100 more without doing more research and getting opinions was not something I felt comfortable doing after already spending as much as I did. When I originally spoke about my concern they were very kind and helpful but as soon as I became skeptical and asked for validation I'm regards to the issues they were extremely defensive and made false claims about why my coating was damaged but never sent me any proof of me ever stating the claims. I was never given an option between coatings or else I would've never even went through with doing business with them. I would like a refund of the money I paid for a coating that wasn't actually put on my vehicle because at this point my only actual option to remedy this is to pay another detailer to remove the coating and apply a true ceramic coat. The owner is threatening to sue me for defamation which I have not done and do not have a reason to ruin this reputation for but I am choosing to not accept the response and pursue my complaint even more so because I know I have told the truth and that this is the right thing to do. Business Response /* (4000, 9, 2022/06/22) */ Customer paid for a service over a year ago at a highly discounted rate since we felt bad the prior shop did a poor job. Again, there is evidence of neglecting the vehicle for months per text conversations and phone calls. The cost of the coating was not $500. We charge $300 for a single step polish of a vehicle. We had to strip the prior coating, and perform multi-step correction prior to applying the coating. This coating has evidence and testing behind it to back its durability and longevity. Thousands of professional Detailers use this coating across the country. It is the pro grade. We are sorry the text came through as "titanium" when it should've said "Teflon-based". Customer did not purchase a specific product line and we did not offer a warranty at that time, especially with the heavy discount customer was given. Customer neglected washing the vehicle for months and months, then washed it with well water - of course scrubbing a heavily caked/soiled vehicle will leave marring on the car. We have tried to offer remedies. We did not say we would "wax" over the coating as a remedy. We stated we would need to perform a decontamination wash to assess how the coating was holding up and any issues, assess the paint, and offer a ceramic enhancer/topper. This is standard practice. Customer no called and no showed for the appointment and then reached out again over 2 months later. The negligence on customers behalf is what ultimately led to the damage claimed here. Consumer Response /* (4200, 11, 2022/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company Only offers professional grade fireball coatings. I was never given any options as far as which coating was being applied to my car. I would've never agreed to the coating if I had known what was being put on my vehicle as any true ceramic coating would've been fine without washing it and most likely would've been ok as I've spoken to many people that have even taken their coated cars through car washes and the coating held up. I don't accept this resolution as I've explained I am not going to pay more money for them to wash and decontaminate my car with a ceramic wax applied after to cover up the flaws and weakness of the coating. Business states I was given a discount but they offer a package for $850 with a warrantied coating currently. I've attached a receipt showing I paid $500 for the coating as well. I'd like a refund because at this point all I can do is get the coating removed and have a professional install a true ceramic coating afterwards. The business is also threatening to sue for defamation which is absurd and none of what I said has not been the full truth.

*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. ↩