CarDetailing.com

Thank you for arbitrating the claim by *** [redacted] [redacted] placed an order to our call center on 9/16/at 9:35AM, Her service was completed on 9/18/in the afternoon We did not receive any communiuation from [redacted] until 10/12/regarding a broken cup holder After reviewing the photos and speaking to our technician who had no knowledge of any kind of issues with her cup holder we responded to [redacted] with the following email:***,Unfortunately, due to the time that has elapsed since your service, we are unable to accept your claim According to our Terms and Conditions:Service GuaranteeAny claims must be filed within hours of the completion of the service by phone, email ([email protected]), or submitting a review onlinePictures of the area must be emailed [email protected] hours of the claim being made.Further, we do not believe our detailers would have broken something and then try to hide it As a valued customer, however, we would like to offer you a $discount toward your next service Please use this LINK for booking Best Regards, [redacted] Customer Service Manager***@cardetaiiing.com [redacted] s Response:"Thank you for respondingI will file a complaint with the Revdex.com and a complaint in small claims courtI will also be sure to tell my plus connections on linked in what happenedWe have vehicles and do not drive everyone every day Sent from my iPhone "We can not accept liability for any damage or mechanical failure of a customers vehicle after the service has been completed All customers are asked to inspect their vehicles prior to our contractors leaving the job site She waited nearly weeks to contact us to inform us of this issue ***'s expectation that we are liable to replace her cup holder or refund her monies towards it, is a bit unfair and not covered in the service guarantee and terms that we are contracted under Service GuaranteeIf there is probable and clear cause that the service technician did not fulfill the package as ordered or there is clear evidence of poor craftsmanship, we will at our cost redo the uncompleted or unsatisfactory portion of the service free of charge.Any claims must be filed within hours of the completion of the service by phone, email ([email protected]), or submitting a review onlinePictures of the area must be emailed to [email protected] within hours of the claim being made.Booking Terms & ConditionsCustomers should remove all personal belongings, money and other significant items from their vehicle prior to any type of detailingCarDetailing.com will not accept any liability for any loss or damage to any personal property including the vehicle being serviced, any belongings contained inside of the vehicle or to the location of serviceAssure that your vehicle is being serviced in a lawful and safe area and if you feel otherwise please communicate your concerns with the technician.We felt that a $coupon towards her next service was a fair resolution to her complaint In the interest of resolving this matter we are willing to send her a check for $towards a new cup holder per her demand as long as she files this dispute as resolved and promises to not disseminate any disparaging remarks about our company on any social review or social media site as that is potentially damaging to our reputation.Thank you for your time, [redacted] CEOCarDetailing.com [redacted]

This customer cancelled her service and she has not been charged She can not dispute an amount she was never charged!We have offered to give her a large discount to rebook due to the weather and she has declined Nothing more we can do

Initial Business Response /* (1000, 5, 2016/03/23) */
This was an inadvertent and regrettable oversightWhile we ask customers to review work at time of service to make sure everything is done to their satisfaction, we do provide follow up visits at no charge to address any deficiencies
We
have contacted customer and are in the process of scheduling a service call the address this issue as well as provide complimentary services
Initial Consumer Rebuttal /* (2000, 7, 2016/03/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On March 29, they came back out and completed the job

The customer ordered an RV exterior wash and wax service. Nowhere on our site does it say that we will use a specific wax product. Additionally, the customers main complaint is that the roof was not done. We do not include the roof in any of our packages so that item was not
included in his package. The customer left a review the day of the service: / 5Not what I expectedReceived spray mist wipe down in lieu of full washAlso got spray on wax in lieu of hard paste wax jobWas told roof was not included until I called in to company to inquireAfter that the roof was wiped in areas with a towelStairs and ladders not doneDidn't clean top of slides or top of front capI'll spend the time to finish properly and don't feel good about spending nearly $500.0The customer never contacted us after this initial review. His review was not in demand or asking for a resolution so there was no follow up needed. The first call the customer made regarding his complaint was Tue 11/14/2:PM, nearly two months after his service was rendered. The customer may have called the company who performed the service and was not called back but our phone records indicate no inbound calls from this customer after the service was completed until 11/14. After 11/the customer never filled out our online complaint form so support ticket was never generated. He did upload photos of his RV on 11/showing the roof of the vehicle that was generally unclean. As a courtesy to the customer we can authorize a $refund and a $voucher he can use towards a future service. Our service guarantee is below: Service GuaranteeIf there is probable and clear cause that the service technician did not fulfill the package as ordered or there is clear evidence of poor craftsmanship, we will at our cost refund or redo the uncompleted or unsatisfactory portion of the service.Cleaning or repairing the vehicle personally or professionally after the initial service without authorization from CarDetailing.com voids our Service GuaranteeRedos, refunds, or reimbursements will not be made after any unauthorized cleaning or repairs.Failure to disclose at the time of booking any conditional issues that involve heavy stains, foul odors, human or animal biological waste, mold, mildew, chemical spills, chemical overspray or any other hazardous materials voids our service guaranteeNo refunds, redos, or any additional work will be performed outside of the original package or estimate.Any claims must be filed within hours of the completion of the service by phone, email (***), or submitting a review onlinePictures of the area must be emailed to *** within hours of the claim being made.We can not honor our service guarantee to this customer as there was no official complaint addressed until days after the service was rendered

There are so many inaccuracies in this customer's statement, it is difficult to deal with all of them here.First of all, we make it very clear that the CarDetailing.com "network consists of hundreds of professional detailers across the country that meet our stringent requirements for insurance,
equipment, experience and performance." According to our Terms of Service, we ask that customers remove personal property from the vehicle. The ashtray in question appeared to be broken and the tech threw it away. He also said that he never told her that he had it in the van and would bring it backWe responded to the complaint the same day, asking for photos of the issues with the vehicle There was no further response from the customer, so we closed the complaint Almost three weeks later, we received an email stating she was complaining to the Revdex.com and the Attorey General for theft and fraudAlthough she claimed to have sent photos, we could not find them and asked her to resend. I also asked her what remediation she would like to see. She ignored my request and continued to rant about the ashtray, calling the detailers mns and thieves and reiterating that she was complaining to Revdex.com and the Attorney General.Several days later, she posted a very negative review on our Facebook page, now claiming that we hire dishonest people and that the detailers had scratched her car. There was never any indication of a scratch in any prior communication In conclusion, this customer has been very difficult, ignored all our requests to move the complaint process forward and immediately threatened complaints. Rechecking Facebook today, it appears that the post has been removed We have offered the customer a partial refund as a one-time courtesy and considered the matter closed

Per our terms and conditions, we do not guarantee any scheduled appointment times .Her appointment was rescheduled twice due to in-climate weather. She cancelled the service after being frustrated we could not detail her car in rain/sleet.We have offered her a steep discount if she would like
to continue with a booking when the weather gets better. She declined.Nothing we can do with this customer

Due to a recent change in our provider network, we simply do not have a service provider in the area at this time to perform the requested serviceWe responded to the customer's complaint directly through our internal system and apologized for the inconvenience We have also removed him from
any future email promotions

Sir, you did not have a booking - you had a service request that we declined to book because we have no detailer available in your area at this time We cannot force detailers to come to your location to service your vehicle and you cannot force us to take your service request We are sorry that we cannot assist you this time, but this really is our final word on the matter

Thank you for arbitrating the claim by *** ***.*** placed an order to our call center on 9/16/at 9:35AM, Her service was completed on 9/18/in the afternoon We did not receive any communiuation from *** until 10/12/regarding a broken cup holder After
reviewing the photos and speaking to our technician who had no knowledge of any kind of issues with her cup holder we responded to *** with the following email:***,Unfortunately, due to the time that has elapsed since your service, we are unable to accept your claim According to our Terms and Conditions:Service GuaranteeAny claims must be filed within hours of the completion of the service by phone, email ([email protected]), or submitting a review onlinePictures of the area must be emailed [email protected] hours of the claim being made.Further, we do not believe our detailers would have broken something and then try to hide it As a valued customer, however, we would like to offer you a $discount toward your next service Please use this LINK for booking Best Regards,*** ***Customer Service Manager***@cardetaiiing.com***s Response:"Thank you for respondingI will file a complaint with the Revdex.com and a complaint in small claims courtI will also be sure to tell my plus connections on linked in what happenedWe have vehicles and do not drive everyone every day Sent from my iPhone "We can not accept liability for any damage or mechanical failure of a customers vehicle after the service has been completed All customers are asked to inspect their vehicles prior to our contractors leaving the job site She waited nearly weeks to contact us to inform us of this issue ***'s expectation that we are liable to replace her cup holder or refund her monies towards it, is a bit unfair and not covered in the service guarantee and terms that we are contracted under Service GuaranteeIf there is probable and clear cause that the service technician did not fulfill the package as ordered or there is clear evidence of poor craftsmanship, we will at our cost redo the uncompleted or unsatisfactory portion of the service free of charge.Any claims must be filed within hours of the completion of the service by phone, email ([email protected]), or submitting a review onlinePictures of the area must be emailed to [email protected] within hours of the claim being made.Booking Terms & ConditionsCustomers should remove all personal belongings, money and other significant items from their vehicle prior to any type of detailingCarDetailing.com will not accept any liability for any loss or damage to any personal property including the vehicle being serviced, any belongings contained inside of the vehicle or to the location of serviceAssure that your vehicle is being serviced in a lawful and safe area and if you feel otherwise please communicate your concerns with the technician.We felt that a $coupon towards her next service was a fair resolution to her complaint In the interest of resolving this matter we are willing to send her a check for $towards a new cup holder per her demand as long as she files this dispute as resolved and promises to not disseminate any disparaging remarks about our company on any social review or social media site as that is potentially damaging to our reputation.Thank you for your time,*** ***CEOCarDetailing.com***

We provided another technician and service at no charge and the customer's response upon completion was:*** *** and *** *** were very professional, they did a great job on my car and are very friendly and worked to perfectionon the jobwould highly recommend them on anyone's car
that want the job done right and with satisfaction5/5The original detailer has been removed from our network

I am rejecting this response because: had I spent more money my service would have been doneI received several emails asking me to reschedule as you were all booked upEach time I rescheduled same outcomeThis is discrimination and advertisement

We have addressed this complaint and closed the matter as we have filled our obligations pursuant to our terms and conditions. The customer has already received a full refund for her serviceand she can use that refund to purchase anything she wants, including the claimed missing partsWe
have never, nor would ever offer to order replacement parts for a customers vehicle. Our contractors assume complete liability for the service. Our website terms and conditions, that Zina Parks agreed to, clearly states that we do not accept liability for lost or damaged property. The customer was given an opportunity to inspect her vehicle and her payment for the service releases us and our contractor from any liability. We have addressed this issue with Zina on multiple occasions. We will not be refunding her any additional monies as she has received a 100% refund already. *** ***CEOCarDetailing.com https://cardetailing.com/termsBooking Terms & ConditionsCustomers should remove all personal belongings, money and other significant items from their vehicle prior to any type of detailingCarDetailing.com will not accept any liability for any loss or damage to any personal property including the vehicle being serviced, any belongings contained inside of the vehicle or to the location of serviceAssure that your vehicle is being serviced in a lawful and safe area and if you feel otherwise please communicate your concerns with the technician.All vehicles are cleaned at the customers own risk and must be able to withstand cleaning processes.We cannot guarantee any firm times when accepting your booking.Our detailing times are an estimate onlyEach vehicle is different and may require more or less time to fulfill the detailing typeWe reserve the right to use any one of our experienced staff to undertake your auto detailing and may need to change the detailer at short notice without penaltyWhilst every effort will be made to keep regular bookings to the same day and time each week, sometimes it may be necessary to make changes but we will endeavor to communicate the changes prior to arrivalWe reserve the right to take a debit or credit card details to secure the bookingDebit/Credit cards shall be processed by Stripe.com.We reserve the right to alter or move a booking in line with staffing levels and/or weather conditions and /or machinery or equipment failure.All vehicles are cleaned at the customers own riskAll orders placed require address, package, and vehicle condition verificationService requests are not guaranteed at time of booking and may be cancelled at anytime at the sole discretion of Cardetailing.comCarDetailing.com reserves the right to refuse service to anyone.CarDetailing.com reserves the right to refuse or deny customer demands above and beyond the booked detailingCarDetailing.com will not tolerate any verbal or physical abuse towards any of its staff under any circumstances and will take the relevant actions should any such behaviors be encountered

I am rejecting this response because:
I am not disputing any money charged!!! I am disputing they are not practicing what they have written on their website!!! They were not willing to work around my schedule as written on their site and their tech stated the package I chose did not include a hand wax even though the website states it did!! I am disputing they are not following their own WRITTEN business practices!!! If they cannot adhere to what they have written, then change it!!!

Initial Business Response /* (1000, 6, 2016/06/23) */
Per our Terms and Conditions:
Service Guarantee
If there is probable and clear cause that the service technician did not fulfill the package as ordered or there is clear evidence of poor craftsmanship, we will at our cost redo the...

uncompleted or unsatisfactory portion of the service free of charge.
Any claims must be filed within 48 hours of the completion of the service by phone, email ([redacted]@cardetailing.com), or submitting a review online. Pictures of the area must be emailed to [redacted]@cardetailing.com within 24 hours of the claim being made.
Customer responded to our review request on 6/5/16: 4.0/5 "I thought you did great "UNTILL" I was able to check them out. Actually both rear bumpers are dirty as heck I meen like real dirty. Didn't look at the front bumpers. Also door jams were and are still full of leaves from being washed out from wiper area I believe. I really think they should be washed again."
Our system is set up to capture reviews and initiate tickets on jobs that are rated 3.0 or less so that we can arrange for remediation. We honestly did not become aware of his dissatisfaction until the customer sent the following email on 6/17/16:
From: [redacted]
Date: Thu, Jun 16, 2016 at 10:21 AM
Subject: RE: Reminder! Your CarDetailing.com service is coming up!
To: [redacted]@cardetailing.com
Why are you people being such TOTAL [redacted]? I have called and emailed you several time with no answers. I realize you have my 318.00 so it's plain & simple from your end "[redacted] I explained the rear bumpers were filthy never been cleaned waxed and door jams full of leaves and [redacted] from washing out under wipers. I think your company is a scam, taking peoples hard earned money then running to the next poor victim. I will be filing my complaint with the BETTER BUSINESS BEAURA. I'm sure your more than familiar with them, you're probably listed there. You're just a bunch of scamming [redacted] rip-off [redacted] of [redacted]. So from this end [redacted]"
As soon as we received the email, the service technician called the customer to arrange for a revisit. He answered the phone and used the F[redacted] word and and hung up.
Detailer's notes: I just called and it sounded like he was cursing so I don't know! I have no problem going back! I know I did clean the jams and the bumpers. Now now after washing the 2 trucks there was a a lot of debris of buildup from them sitting under trees ! So after spray more dirt and debris went down into the jambs ! Like I said I have know problem washing them again!
We searched the telephone log files and there were no calls from this customer's number since his service was completed. This customer is less than truthful and has been very abusive in his language and failed to follow our complaint process. Further, investigation reveals that they were very pleased with the service upon completion and even three days later rated the service 4.0/5.0.
The dirty bumpers and leaves in the door jambs clearly occurred after the service was completed and due to the abusive and unreasonable demeanor of this customer, we are no longer willing to provide a courtesy revisit.
Initial Consumer Rebuttal /* (3000, 8, 2016/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off lets clearly understand the leaves and debris was from washing out under the wipers. Leave and debris don't fill up the door jams by just falling off trees in a day or two. Please I hope you really don't think people are that DUMB. And don't tell me I didn't try to call you. After several attempts your [redacted] I got [redacted] and told you what I thought. Your call back was TWO RINGS and when I answered there were a few people by me and I said to them that it was the detail guys, WTF two rings and they hung up. I guess that was their way of saying "I TRIED CALLING HIM" Funny thing is they only called the day I reached out to the Revdex.com. That's all I wanted was a rewash I didn't ask for my money back that was all I asked for and they couldn't respond so your [redacted] I was [redacted]. I do think the guy did a good job he just forgot a couple things. [redacted]

This customer cancelled her service and she has not been charged.  She can not dispute an amount she was never charged!We have offered to give her a large discount to rebook due to the weather and she has declined.  Nothing more we can do.

Initial Business Response /* (1000, 10, 2015/10/05) */
[redacted]Document Attached[redacted]
Customer comments are completely erroneous. When he lodged his complaint On Thu, Sep 10, 2015 at 9:59 AM, we immediately investigated and responded by email at Sep 10, 2015 at 10:59 AM:
[redacted]
"I spoke...

with [redacted] of Classyshine this morning regarding your issues. He said he would be contacting you directly to answer any additional concerns as well.
Regarding your concerns about the spray wax, [redacted] used a product on your vehicle called AMMO NYC: http://www.ammonyc.com
I invite you to read more about this product here: http://carsalways.com/2013/01/07/the-story-of-larry-kosilla-and-his-passion-for-...⇄ /> While this is a liquid, it is a high-quality, expensive product he uses for high end vehicles. Our specifications state: "Apply high quality wax by hand to all painted surfaces". Use of this product meets the terms of Gold Package specifications and is clearly not the "spray wax" that is used for Silver packages, which is typically in the $5-10 price range.
[redacted] explained that your trunk area contained some personal belongings, so he did not move them, but cleaned around them. We do expect that personal belongings be removed from any areas that clients wish to be cleaned, but we can certainly have him come back out to clean the trunk more thoroughly and clean behind the seat (which was clearly an oversight).
As you even stated, [redacted] worked on your vehicle for 1 1/2 hours and the car looked good. We will be happy to send him out again to touch up your trunk and back seat, but a full refund is certainly not warranted.
Best Regards,
[redacted]
Customer Service
The CarDetailing.com Team
XXX-XXX-XXXX"
Customer did not order interior spot cleaning or shampooing. The terms of the Gold Service call for exterior wax and clay bar and interior vacuum and wipedown only. Copy of service specifications attached.
We also sent him a link to the specific product showing how expensive it is and demonstrating that it is commonly used for high end vehicles. It is actually higher quality and more expensive than typical paste waxes. http://www.ammonyc.com/shop/ammo-paint-regimen-kit/
The detailer also contacted the customer directly, offered a revisit and then sent him a video showing him waxing the car.
We actually provided excellent customer service, very timely response, and have done everything possible to satisfy him. This customer just wants something for free. He even admitted the car looked good.
There is absolutely no reason this customer should get a refund.
Initial Consumer Rebuttal /* (3000, 12, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They advertised wax applied by hand. I spoke with 4 other detailers and they all stated that this means paste wax rubbed into the car. They all said the paste wax is what the site was referring too.
Part of hiring a detailer is to have things done that a customer can't or doesn't want to do themselves. Applying a liquid wax is something I can and have done. I don't want to buff and rub paste wax into a car.
Their website is misleading.
After the job I contacted- or tried to contact customer service. After a few non responded emails...I spoke with someone. He said he would get back to me after he spoke to the detailer. A few days passed [redacted] no response. I called again and spoke to a women...who argued with me. Said they were very busy and can't get back to everyone, etc.
The issue is false and misleading advertising. The second issue is their failure to properly discuss problems with their customers.