Complaints

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’ve called this business and made an appointment to get my truck detailed my appointment was 2/28/23. I was told to drop my truck off at 9am, said it’ll take about 6 hours for completions. No problem. I get back about 2:40pm-3pm I pull up in my Uber I see my truck pulled to the side look like it hasn’t been touched. I sat there another 30 minutes or so and they finally pull my truck around. I get in to inspect my vehicle. Spray from the seats were on my windows, nothing was wiped down or cleaned. The package I paid for was $185 shampoo and steam care. Seats were wet they out a plastic bag over my seats. Ok cool. I come back today 3/1 because I get in my truck I see water spots and a stain still on my seats that I needed removed. I go back and ask for a refund because services weren’t met and I didn’t want them in my truck. The manager proceeds to tell me being I gave them one star he wasn’t goin to refund me and that I needed to leave. I’m well within my rights for a refund because services wasn’t met after leaving my unattended vehicle for 6 hours the previous day. Management is very rude along with the workers. Nobody offered to fix the problem as well. The business said they proved customer service I didn’t get that. I shouldn’t have to beg to fix something you know that needs to be fixed let alone if you can’t fix it refund me.

  Business response

  03/03/2023

  Customer made an appointment for a full shampoo and exterior wash on Red Chevy Colorado. Due to heaviness of the pollen fallen, she opted to skip the exterior wash. I advised her at the time of drop off that the service is approximately 3 hours on a slow day, but due to the number of appointments for that day and time frame prior to her arrival, the time would be up to 6 hours but we would call her when it was complete. She said she understood and would get a ride home, which she did. When the Customer returned in the afternoon, her vehicle was not quite done. We checked with the staff and advised her they had a few more things to finish up and would get her out. Once the outside staff completed the shampoo and pulled her car forward, we asked her to check the vehicle and let us know if she sees any issues or concerns. She walked out with the Manager and another front desk Staff member to check and she said "everything looks great and it smells so much better". She walked back inside with the Staff and Manager and proceeded to check out and pay (with a card) for her services. Customer left and returned approximately 15-20 minutes later. She indicated the back window, rear passenger side door window and rear view mirror had some residue on it and asked if we could clean it. The manager checked, confirmed and asked a detailer to clean the windows. Customer also indicated there was still some dust around the steering column and gear shift, as well as minor residue in the cup holder. Again, Manager confirmed the findings and asked the detailer to re-clean those areas. Everything she pointed out, was addressed and handled. The Customer began to become irate during this time. The Manager asked her to calm down as the concerns she mentioned was being handled but she continued to say things. The detailers continued to work. As for the seats being damp, the service is a shampoo so the cloth seats are going to be damp until they dry which is approximately 24 hours depending on the weather. We do cover the seats in plastic so that the driver's clothes do not get wet. We explain this to this Customer and advise them to remove the plastic when they park the vehicle so it can fully dry. She was told this, said she understood and it would not be a problem because she would park it in the garage. Once we inspect the vehicle with the Customer again, we ask if all her concerns have been met. She stated they have but she was still upset. She mentioned multiple times before leaving both times, she was "very pleased with the seats, it was just the dust and the residue on the windows". She left on the 28th and had checked her vehicle thoroughly prior to leaving. 

  The following day the Customer called, irate, saying her "seats were not right and she wanted a full refund so she was on her way". Managers were alerted and because she approved the cleaning twice the day before, no refunds would be issued. Services were rendered and she inspected prior to payment and again upon her return on the 28th. Customer arrived to our location on 3/1/23, she was extremely loud, unruly and was using profanity towards several staff members. She then entered the establishment, continued using foul language and making threats. She continued to use foul language and make threats while there was Customers in the lobby and a small child. Our employees were scared and one even resigned from her position because of the incident. Also, because of the threats we filed a police report and issued a no trespassing order for her. We waiting for the police report to be sent but the report was taken by Richland County Sheriff's Office, Deputy ****. The case number is **********. We showed the officer the videos via our security system so that they could see interactions and hear the threats. At this point, we feel we satisfied the Customer's concerns when asked and a refund was not due. The Customer was not truthful in her statement when she stated "Nobody offered to fix the problem" and "Management is rude". Despite how she was talking to the staff and other Customers, everyone continued to speak to her professionally. The Owner asked her to leave multiple times but no one was rude. 

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