All In One Auto Detailing

Initial Business Response /* (1000, 14, 2016/01/27) */
[redacted],
This is in response to your lost phone cord. I want to address that we have all customers sign that we are Not liable for any items left in the vehicle. With that being said, it is never our intention to have customers missing any...

items.
We do empathize with a customer having an item missing but honestly we empty vacuums and sweep out and things do get thrown away.
I am reaching out to you to offer an opportunity to have a much better experience we are in the process of going through some staff changes and also some new management. We at TopGun would like to offer you a Free Platinum package a ($249.00) value. To be used in the next six months. We personally will provide you a much better experience. This can be used an any of our locations.
We look forward to speaking with you further. Please contact me at [redacted].
Thanks again
TopGun
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 16, 2016/01/28) */
But anyways...This really wasn't about a lost phone cord...I think you are missing the biggest problem with your business...
It was about your complete LACK of customer service. Taking vacation from work so I could be there on time when nobody was even there...never answering the phone OR returning my messages. When I actually did get in...and realized my phone cord was missing...NOBODY would answer the phone OR call me back...and I tried for days... I even got a verbal estimate for some body work that I wanted to have done...
I don't remember signing something that specifically said anything about items left in the car, but if I did...NOBODY got back to me to communicate to me that I did that OR that they were sorry that happened.
This is 9 months later!!!!! REALLY????!!!
I see another sy review on here from this month, so I'm not convinced. Thanks for your offer...I really do hope someone over there at TopGun is actually reading your TERRIBLE Yelp reviews and trying to do better...but there are way too many detailing centers for me to be desperate enough to crawl back there.
I do wish you the best of luck. It's not too late to get some good reviews on there...it is, however, too late to make things right with me.
[redacted]
Final Business Response /* (1000, 17, 2016/01/28) */
[redacted],
Top Gun still keeps our invitation open to you. However, in life there are always two sides to every story. First of all [redacted], I personally spoke to you on two occasions As I told you I am physically in Burnsville not our Mpls location and had to pass this information on. But to say we haven't spoke is simply untrue. Second of all it is the customer's responsibility to remove anything of value out of the vehicle and although we have you fill out paperwork regarding our liability and signed by our customers your situation has lead us to adding additional signage in our locations regarding customers Need to clean out their cars since our paperwork and common sense doesn't seem to register with some people. Lastly your car was beyond the normal cleaning...it was filthy. The tech's did not want to even reach in the cup holders as they were so full of gook. It does not surprise me that if you had coins,cords anything in those cup holders and console area that the Tech's would have vacuumed before they reach in and touch the filth in the car. Yes detailing is what we do but some cars are way beyond average cleaning as your's was.
Your situation is one that honestly we could have continued to disregard,, as we are not liable. As I mentioned in my first email that we are trying to reach out to any unsatisfied customer regardless of the situation. We truly are going out of our way in
putting forth additional efforts toward customer satisfaction. We realize that even though it appears your not dissatisfied with your cleaning you have chosen to take action on exploiting our company with no opportunity to try a second time for an opportunity for a more positive experience at no cost to you. We at TopGun handle the cleaning of 900 to 1200 cars per year and in comparison the complaints are very minimal.. Unfortunately in a retail business sometimes there are customers like yourself that no matter what we do or how hard we try to to pay it forward will never be enough.
TopGun
[redacted]

Initial Business Response /* (1000, 12, 2016/02/04) */
[redacted],
We have made some recent changes in handling of customer service. We are reaching out to past customers who have had dis-satisfaction in the past. I do apologize for you not receiving an itemized email of your charges. I know...

that there is a $3.91 Mn sales tax on your your 39.00 pkg and then there would have been tax on to your additional charges as well.
We are moving to a new location as I send this out to you. We would like to take this time to offer a complimentary Gold package to you. Allowing us a second chance at providing you the service you deserve.
Please accept this voucher as a token of appreciation to our customers. Again we do apologize in the lapse of time. This is something we are now handling differently along with new staff on techs who are cleaning the car.
Thanks again,
TopGun
Lori
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 14, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this. I had to arrange a babysitter and transportation to drop off and pick up my car that day. It was a huge hassle. And it was horrible work. The car actually looked dirtier because of the oil that was wiped on the windows, which by the way, I still haven't been able to remove completely. The head lights are foggy. The chips on the bumper still peel and the paint touch ups were never even done and I was told that I have to buy my own paint and return another day to have that done?! No! I want a full refund! I am not going through the hassle just to drop off and pick up my car again. The work should have been completed the first time and it obviously was not. I want my $96 returned. If you want a satisfied customer here, you should do the right thing and return my money. At least then I could say that you rectified the problem.
Final Business Response /* (1000, 16, 2016/02/04) */
[redacted]
I appreciate your quick response. We do apologize that you are not interested in giving us a second chance. Please forward your address and we will send you a check in the within the next 30 days. We still will extend the free detail to you as well. If you have any further questions or concerns please feel free to give me a call.
We appreciate you working with us. Please contact us via email or call.
Thanks
Lori
TopGun
XXX-XXX-XXXX

Initial Business Response /* (1000, 15, 2016/01/27) */
[redacted],
We at TopGun are in the process of making some major changes regarding our staff and customer service. We would like to extend an offer for one Platinum package a value of ($249.00). I personally will provide you a satisfactory...

cleaning.
We at TopGun appreciate your business and are reaching out to offer you an opportunity for us to redeem ourselves and you an opportunity for a beautiful detail.
I look forward to speaking with you soon
Thanks
TopGun
Lori
XXX-XXX-XXXX
XXX-XXX-XXXX

Initial Business Response /* (1000, 11, 2016/02/04) */
[redacted],
I am reaching out to customers who have had a bad experience historically. I do realize that it has been some time since your situation incurred. I would like to extend an opportunity to give your vehicle a free ozone which...

guarantees to remove all odors 100 percent.. This is a hundred dollar value.
In addition we would like to offer a free Gold package a $179.00 value. We have made some extensive changes and welcome to show you that we do provide respectable service.
Thank you for your consideration,
TopGun
[redacted]
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 13, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your offer, but after the significant amount of damage done to my car I can't trust your employees to service it again. I had to pay someone to re-clean it and extract the water from my seats, trunk and floors. I had to buy a new phone charger and the fabric on my console is still ripped out on the one side because I can't afford to have it reupholstered. It is nice that you are offering your services however I would rather have the money back I paid for the original service and the new charger I had to buy.
I've included a few of the pictures I took that show some of the water left, the greasy residue left over the plastic/vinyl parts and my console.
Final Business Response /* (4000, 15, 2016/02/11) */
[redacted]
Thank you for your response. And although I understand your frustration. We have made some changes regarding staffing and procedures. Our offer is still open, regarding our last email to you.
I would appreciate the opportunity to work together with you regarding this matter. However, if you decide you are not wanting to work with us I regret there is not much we can do at this point.
Please contact me at XXX-XXX-XXXX so that we may continue investigating your situation further.
Thanks again for your understanding,
[redacted]
TopGun

Initial Business Response /* (1000, 12, 2016/01/27) */
[redacted],
We are reaching out to you regarding your most recent detailing. Although you have indicated that you have refunded through your credit card. We at TopGun want to let you know that we were more than willing to correct any concerns...

you had.
We do not usually honor refunds as when you arrived we do have you sign a liability clause. We do see your refund was processed on January 25, 2016. We have decided to not dispute these charges .
We do want to extend an opportunity to redeem ourselves and I am offering you a Free Gold package a ($189.00) value at no charge. You can use this free package for up to six months from today.
We at TopGun look forward to an opportunity to work with you and provide you a better experience on the House.
Thanks again,
TopGun/Lori
XXX-XXX-XXXX
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 14, 2016/02/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I won't be using the free gold package, just allowing the refund to be accepted closes this issue.

Initial Business Response /* (1000, 12, 2016/01/27) */
[redacted],
We are reaching out to you regarding your most recent detailing. It is always a concern when a customer does not reach satisfaction.
We our currently going through some management changes and improvements on our customer...

services. With this in mind TopGun would like to extend two of our Gold packages to you at no charge. (350.00 value). This can be done at our other location as I know you mentioned you had a bad experience with JoJo.
Please contact me regarding this matter. We will honor these detail for up to 1 year from today's date. I am personally giving you my commitment of a superb cleaning. I look forward to discussing this matter with you further.
TopGun
Lori
XXX-XXX-XXXX
XXX-XXX-XXXX

Initial Business Response /* (1000, 15, 2016/02/11) */
[redacted],
We received your response. At this time we again would welcome the opportunity to see your vehicle so that we may work together to resolve this situation. Again, our offer does is still being offered .
I hope we can take this...

opportunity to work together regarding this manner.
Thanks for your understanding,
TopGun
Lori
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 17, 2016/02/18) */
I received two emails from Top Gun Auto saying they would like to look at the van. I replied back, but have not received a response yet! This incident happened back in Nov.. I couldn't wait to get the door fixed so I took care of that myself and I do NOT feel comfortable even leaving my van in their possession again. As I said, I already paid $175. for the one door they broke and countless hours cleaning and drying the van out after the detail. I have attached pictures of how dirty it was after, how soaking wet everything was, and the missing piece of trim. It cost me a lot of time and money the first time around and I am not sure if I am willing to do that again.
I have attached pictures.
1st picture: piece of trim missing from the vent.
2nd: door handle-didn't vacuum up crumbs.
3rd: dirty windows.
4th: dirty floor mats.
5th: soaking mats drip drying in the garage.
[redacted]
Final Business Response /* (4000, 19, 2016/02/18) */
[redacted],
I had sent a response email. Hopefully this one through the Revdex.com will reach you. I appreciate your concerns. And as I mentioned to you earlier we have made many changes.
Again, I would like to reach out to you and let you know our original offer stands.
We hope you change our mind and would be willing to work together to resolve this situation. If you are still interested please contact me at XXX-XXX-XXXX.
Thanks Lori
TopGun
XXX-XXX-XXXX

Initial Business Response /* (1000, 14, 2016/02/03) */
[redacted],
We have recently been making a lot of changes withing our management and office. Unfortunately we were in some staffing issues and customer service issues at the time you were looking to get your work done.
We currently our...

reaching out to any dissatisfaction you incurred. We would like to offer you two Platinum Packages each a $249.00 value. Allowing us another opportunity to make things right. We do value you as a customer and do apologize for your past experience.
Please contact me either via email or 612-618-5639.
Thanks
TopGun
Lori
612-384-0333
612-618-5639