Empire Auto Detailers

From: [redacted] GDate: Fri, Jun 19, at 3:PMSubject: Complaint ID- [redacted] To: [redacted] @myRevdex.com.orgResponse to [redacted] Complaints like this are typical when the customer does not read what they purchaseTo be clear you purchased a Deluxe Interior Detailwhich is a basic interior cleaningOn the [redacted] website AND on our direct shinemyride.com site it clearly list what services are included with the package you purchasedIn addition, the voucher you have clearly states that SUV's have a $charge and cars with pet hair will carry an additional chargeWe did not even get to me providing you a price on the pet hair because as I was describing your carsneeds you said "can I cancel this" which I surely said yesWith all that being said you chose to purchase the voucher and then after thesame information is relayed to you and you do not agree you go on review sites and the Revdex.com to say "it's a rip off" Your [redacted] wasextremely filthy from the headliner (interior roof black instead of grey), leather seats and door panels have dirt ingrained and white doghair throughout the car and you expected us to clean a car in that condition which would've taken a minimum of hours of labor for $30after [redacted] takes their part of the payment? Unfortunately we consider that an abuse of the courtesy that we allow customers to tryour services at a discounted priceIn addition, when you book your appointment with my company and you have a voucher, the voucher is redeemed so that we know at the time you make an appointment it is a valid voucherAll that being said, if you would have taken the time to read the actual voucher, looked on the website and actually verified what you were purchasing you would not have taken up anappointment slot from another customer and we would not have to respond to this slanderous and unnecessary review on Yelp, Google and wasting the Revdex.com’s time with a complaint.In addition I’ve have attached two documentsDocument is the actual advertisement that you saw when you purchased the couponDocument is the actual voucher you had that outlines every additional charge.I’ve circled and underlined the charges that are clear as a day.We will not be refunding any money to [redacted] for two reasonsFirst, he did not pay us anythingHis transaction was thru [redacted] However they will not refund his money because he is clearly wrong in his stance as everything is shown in writingSecond, he wasted my time, other customer’s time and the company time by booking an appointment and then cancelling day of[redacted] G***PresidentShine My Ride by Empire Auto DetailersThe Best Car Detailers In The World!www.shinemyride.com [redacted] ***Beltsville, Md [redacted]

I am responding to complaint ID [redacted] submitted on October 10, On Thursday September 18th received an email from [redacted] with three specific concerns about the Express Mini Detail service she received earlier that dayWe completed the entry level detail package in [redacted] , MdAt the time of service completion, [redacted] came out to her car, picked up her keys and provided payment via telephoneAt that time she did not have any concerns or issues with the work and service providedLater that evening I received an email stating the following concerns:There was a black mark of dirt on the rear bumper There was cement streaks on the passenger side There was a scratch on the door In response, to the email I came to her work location the very next day where the work was completed to address the concernsIn my inspection I determined that the scratch on the passenger door was preexisting because the scratch appears to have had white touch up paint previously applied to itI am enclosing an enlarged picture of the scratch to show clearly the white paint in the actual scratchIn addition, there are two other areas on the same door that also has touch up paint appliedUnfortunately, many people are not aware of the marks and scratches on their car until after it is clean because dirt hides scratches, dings, marks and other abrasionsWhen a vehicle is clean it shows all the imperfections in the paintThis explanation however was not acceptable to [redacted] , and she (along with another coworker who was not present at the time the service was initially rendered) insisted that we scratched the carThey erroneously believe the scratch to be the result of our power washer or a dirty towel, neither of which is possibleOur power washer tips are plastic (not metal) and fans out the water while in use to maximize the coverage areaSecondly, if we did use a “dirty" towel there would be multiple surface scratches and not this singular scratch that breaks through the clear coat paintIt is my finding that this damage was pre-existing and not caused by any negligence on the part of my team [redacted] states that she looked at her car prior to the service and there were not any scratches on the vehicleHowever, at the time of the service completion she did not disclose that she saw any visual damage to her carIt was not until 6pm that I received the email about the damageThe additional issues with [redacted] 's car are unfoundedThe back bumper has been hit with another car, which is clear if you enlarge the picture which shows there is a scratch and black marks around the areaThe Express Mini package we provided uses spray wax on the exterior which does not remove these kinds of abrasionsThis type of damage needs either acetone or a full compound did not come in her package and we did not have onboard our van because no one ordered that serviceThe other male employee onsite with [redacted] attempted to remove the black mark by using his saliva on his tshirt and [redacted] started scratching the bumper with her finger nailI explained that neither action is advised due to the coarseness of a shirt and the sharpness of the finger nailBoth of those we would not do to remove that mark [redacted] also said there was cement on the passenger side door which we were able to remove and cement on the undercarriage molding which we could not removePlease note cement removal on the undercarriage is not part of the service package she ordered and thus it was not doneIn closing, we have serviced approximately at this location since we have been onsite over the past years at [redacted] 's jobWith every opportunity we strive to do the best on each carWhen we do fail I always make every attempt to make it right or rectify the situation because we are customer service focusedHowever, we will not take responsibility for damage to a car that clearly was pre-existingThis is evident by the multiple touch up marks on the door, the depth of the scratch and the fact that there is no way we could have done that specific kind of singular damage to a door by washing a carIf there was any doubt that this is something we were responsible for, I would take care of it with no questions askedHowever to have my team accused of this damage that clearly was not something we did I cannot take responsibilityWe will not be providing a refund of the Express Mini Package because the service was rendered and the customer received everything in the package description [redacted] states that I says the service takes hours to complete and that her service took minutesUnfortunately based on the credit card receipt it took us longer than minutes but less than an hourThe reason for this is we had two employees work on her carIf something takes 1-hours for one person it would only make sense it takes less time with more than one employee.Damon GPresident

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:

From: Damon G[mailto:***@shinemyride.com] Sent: Tuesday, December 06, 3:PMTo: '*** ***'Subject: RE: Complaint ID *** ***...complaints like this happen when people don't get what they wantSo you slander a business as an attempt to "hurt" the
business and to "let others know" about the serviceUnfortunately I have the right to counter every point in this biased complaintYou received a *** coupon from someone that gave it to you as a giftWe do not allow our ***s to be giftedEven with this I was still going to honor the voucher that the promotional value was set to expire within weeks after you had the coupon for over monthsHowever you waited until the last minute to schedule and demanded it be on a SaturdayAs with any retail/service business Saturday is the busiest day of the week and being an appointment only business they are the first to goAt that point you became frustrated because you restricted your service time to only one day and we cannot honor a voucher a month or two past the expiration date...that's why there is an expiration dateIf you would have utilized the voucher during our open time frames (Tuesday-Fri 10am-7pm) all of this would not have happened and you would have had a clean car.Then the person who purchased the voucher wanted to bring in the car however he is not a new customer so we needed you to bring the vehicleOur vouchers are for first time customers only so you would need to utilize the voucher for your carSo in essence we followed everything in our process and the voucher but you write a complaint. *** to be absolutely clear I said if you come in during the week we would honor the voucher's promotional valueWe have appointments throughout our regular operating hours however none of those appointments you wanted to takeI would not honor the voucher's promotional value on a Saturday two months from now which is what you wantedAt that time it would be expired and you could pay the difference if you absolutely wanted a Saturday appointment.Finally I reject the request to detail your car on a Saturday. Damon G***###-###-####

I am responding to complaint ID *** submitted on October 10, 2014.We will not be providing a refund of the Express Mini Package because the service was rendered and the customer received everything in the package descriptionThere was not dirt left on the vehicleThe vehicle had cement on the undercarriage of the car which is not included in her packageIn order to remove it you need to bend down and reach under the carIn addition, the rear bumper had black streaks from a collisionWashing a car with spray wax will not remove that from the bumper therefore it was not removedI will continue to state the scratch did not happen during her service***'s responses and guess work on how the scratch happened does not make senseIf a towel was dropped and picked up dirt there would be many scratches on the car from a wiping motion because the person washing the car would not have realized the errorThis is not the case with the single scratch on her carIn addition, if the washer's belt buckle scratched the car from "reaching across the roof” the scratch would be vertical and not horizontalAlthough *** may not believe the scratch was pre-existing it isWe will not take responsibility for something we did not doShe may not believe that dirt hides pre-existing damage but it does.Damon G
President

Hello Revdex.com
On September 8th *** Lawal called into our location to make an appointment using *** voucher number ***This coupon was purchased thru ***.comand she paid ***.com for this coupon
When *** called in the appointment was made for Wednesday 9/at 10amAt the time she made the appointment I explained the voucher details and our rescheduling policy which is also listed on our websitePlease see link belowIt's located at the bottom of our page. http://***/
On 9/*** did not show up to the appointmentWhen I called asking for an estimated arrival time I was told she was not coming in and wanted to change the appointment timeI explained to her once again about our cancellation policy and to move the appointment there is a $feeAt that time she became upset and said she was never told about the feeI explained to her it was told to het on the phone, it's on the website and on the voucher she purchased in the terms and conditions.Please see attachment of voucher
*** can still use the voucher however the $rescheduling fee would need to be paid firstI she is requesting a refund from us however she did not buy the voucher from us therefore any refund needs to come from *** where she purchased it fromIn addition, because she broke the reschedule policy and no call no showed for the appointment *** is aware of this
***'s claim is an emotional lieAnytime someone says worst ever..and uses terms like rude shows it's an emotional response because they didn't get their wayEverything we state are facts

From: [redacted] G. <[redacted]@shinemyride.com>Date: Fri, Jun 19, 2015 at 3:58 PMSubject: Complaint ID-[redacted]To: [redacted]@myRevdex.com.orgResponse to [redacted]Complaints like this are typical when the customer does not read what they purchase. To be clear you purchased a Deluxe Interior Detailwhich is a...

basic interior cleaning. On the [redacted] website AND on our direct shinemyride.com site it clearly list what services are included with the package you purchased. In addition, the voucher you have clearly states that SUV's have a $25 charge and cars with pet hair will carry an additional charge. We did not even get to me providing you a price on the pet hair because as I was describing your carsneeds you said "can I cancel this" which I surely said yes. With all that being said you chose to purchase the voucher and then after thesame information is relayed to you and you do not agree you go on review sites and the Revdex.com to say "it's a rip off".  Your [redacted] wasextremely filthy from the headliner (interior roof black instead of grey), leather seats and door panels have dirt ingrained and white doghair throughout the car and you expected us to clean a car in that condition which would've taken a minimum of 4 hours of labor for $30after [redacted] takes their part of the payment? Unfortunately we consider that an abuse of the courtesy that we allow customers to tryour services at a discounted price. In addition, when you book your appointment with my company and you have a voucher, the voucher is redeemed so that we know at the time you make an appointment it is a valid voucher. All that being said, if you would have taken the time to read the actual voucher, looked on the website and actually verified what you were purchasing you would not have taken up anappointment slot from another customer and we would not have to respond to this slanderous and unnecessary review on Yelp, Google and wasting the Revdex.com’s time with a complaint.In addition I’ve have attached two documents. Document 1 is the actual advertisement that you saw when you purchased the coupon. Document 2 is the actual voucher you had that outlines every additional charge.I’ve circled and underlined the charges that are clear as a day.We will not be refunding any money to [redacted] for two reasons. First, he did not pay us anything. His transaction was thru [redacted]. However they will not refund his money because he is clearly wrong in his stance as everything is shown in writing. Second, he wasted my time, other customer’s time and the company time by booking an appointment and then cancelling day of.[redacted] G[redacted]PresidentShine My Ride by Empire Auto DetailersThe Best Car Detailers In The World!www.shinemyride.com[redacted]Beltsville, Md. [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: Mr. G[redacted] lied about offering to detail the vehicle and giving optional dates. Additionally, it shouldn't matter who takes my car to a location, if I would have been a new customer. I have no desire to do business with this company and anyone who is not honest!
Regards,
[redacted]

I am responding to complaint ID [redacted] submitted on October 10, 2014.
On Thursday September 18th 2014 received an email from [redacted] with three specific concerns about the Express Mini
Detail service she received earlier that day. We completed the entry level detail...

package in [redacted], Md. At the time of service completion, [redacted] came out to her car, picked up her keys and provided payment via telephone. At that time she did not have any concerns or issues with the work and service provided. Later that evening I received an email stating the following concerns:1. There was a black mark of dirt on the rear bumper
2. There was cement streaks on the passenger side
3. There was a scratch on the door
In response, to the email I came to her work location the very next day where the work was completed to address the concerns. In my inspection I determined that the scratch on the passenger door was preexisting because the scratch appears to have had white touch up paint previously applied to it. I am enclosing an enlarged picture of the scratch to show clearly the white paint in the actual scratch. In addition, there are two other areas on the same door that also has touch up paint applied. Unfortunately, many people are not aware of the marks and scratches on their car until after it is clean because dirt hides scratches, dings, marks and other abrasions. When a vehicle is clean it shows all the imperfections in the paint. This explanation however was not acceptable to [redacted], and she (along with another coworker who was not present at the time the service was initially rendered) insisted that we scratched the car. They erroneously believe the scratch to be the result of our power washer or a dirty towel, neither of which is possible. Our power washer tips are plastic (not metal) and fans out the water while in use to maximize the coverage area. Secondly, if we did use a “dirty" towel there would be multiple surface scratches and not this singular scratch that breaks through the clear coat paint. It is my finding that this damage was pre-existing and not caused by any negligence on the part of my team. [redacted] states that she looked at her car prior to the service and there were not any scratches on the vehicle. However, at the time of the service completion she did not disclose that she saw any visual damage to her car. It was not until 6pm that I received the email about the damage.
The additional issues with [redacted]'s car are unfounded. The back bumper has been hit with another car, which is clear if you enlarge the picture which shows there is a scratch and black marks around the area. The Express Mini package we provided uses spray wax on the exterior which does not remove these kinds of abrasions. This type of damage needs either acetone or a full compound did not come in her package and we did not have onboard our van because no one ordered that service. The other male employee onsite with [redacted] attempted to remove the black mark by using his saliva on his tshirt and [redacted] started scratching the bumper with her finger nail. I explained that neither action is advised due to the coarseness of a shirt and the sharpness of the finger nail. Both of those we would not do to remove that mark. [redacted] also said there was cement on the passenger side door which we were able to remove and cement on the undercarriage molding which we could not remove. Please note cement removal on the undercarriage is not part of the service package she ordered and thus it was not done.
In closing, we have serviced approximately 500 at this location since we have been onsite over the past years at [redacted]'s job. With every opportunity we strive to do the best on each car. When we do fail I always make every attempt to make it right or rectify the situation because we are customer service focused. However, we will not take responsibility for damage to a car that clearly was pre-existing. This is evident by the multiple touch up marks on the door, the depth of the scratch and the fact that there is no way we could have done that specific kind of singular damage to a door by washing a car. If there was any doubt that this is something we were responsible for, I would take care of it with no questions asked. However to have my team accused of this damage that clearly was not something we did I cannot take responsibility.
We will not be providing a refund of the Express Mini Package because the service was rendered and the customer received everything in the package description. [redacted] states that I says the service takes 11.5 hours to complete and that her service took 30 minutes. Unfortunately based on the credit card receipt it took us longer than 30 minutes but less than an hour. The reason for this is we had two employees work on her car. If something takes 1-1.5 hours for one person it would only make sense it takes less time with more than one employee.Damon GPresident

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:

Hello Revdex.comOn September 8th [redacted] Lawal called into our location to make an appointment using [redacted] voucher number [redacted]. This coupon was purchased thru [redacted].comand she paid [redacted].com for this coupon. When [redacted] called in the appointment was made for Wednesday 9/14 at 10am. At the time she...

made the appointment I explained the voucher details and our rescheduling policy which is also listed on our website. Please see link below. It's located at the bottom of our page.  http://[redacted]/On 9/14 [redacted] did not show up to the appointment. When I called asking for an estimated arrival time I was told she was not coming in and wanted to change the appointment time. I explained to her once again about our cancellation policy and to move the appointment there is a $35 fee. At that time she became upset and said she was never told about the fee. I explained to her it was told to het on the phone, it's on the website and on the voucher she purchased in the terms and conditions.Please see attachment of voucher. [redacted] can still use the voucher however the $35 rescheduling fee would need to be paid first. I she is requesting a refund from us however she did not buy the voucher from us therefore any refund needs to come from [redacted] where she purchased it from. In addition, because she broke the reschedule policy and no call no showed for the appointment [redacted] is aware of this. [redacted]'s claim is an emotional lie. Anytime someone says worst ever..and uses terms like rude shows it's an emotional response because they didn't get their way. Everything we state are facts.

From: [redacted] G. <[redacted]@shinemyride.com>Date: Fri, Jun 19, 2015 at 3:58 PMSubject: Complaint ID-[redacted]To: [redacted]@myRevdex.com.orgResponse to [redacted]Complaints like this are typical when the customer does not read what they purchase. To be clear you purchased a...

Deluxe Interior Detailwhich is a basic interior cleaning. On the [redacted] website AND on our direct shinemyride.com site it clearly list what services are included with the package you purchased. In addition, the voucher you have clearly states that SUV's have a $25 charge and cars with pet hair will carry an additional charge. We did not even get to me providing you a price on the pet hair because as I was describing your carsneeds you said "can I cancel this" which I surely said yes. With all that being said you chose to purchase the voucher and then after thesame information is relayed to you and you do not agree you go on review sites and the Revdex.com to say "it's a rip off".  Your [redacted] wasextremely filthy from the headliner (interior roof black instead of grey), leather seats and door panels have dirt ingrained and white doghair throughout the car and you expected us to clean a car in that condition which would've taken a minimum of 4 hours of labor for $30after [redacted] takes their part of the payment? Unfortunately we consider that an abuse of the courtesy that we allow customers to tryour services at a discounted price. In addition, when you book your appointment with my company and you have a voucher, the voucher is redeemed so that we know at the time you make an appointment it is a valid voucher. All that being said, if you would have taken the time to read the actual voucher, looked on the website and actually verified what you were purchasing you would not have taken up anappointment slot from another customer and we would not have to respond to this slanderous and unnecessary review on Yelp, Google and wasting the Revdex.com’s time with a complaint.In addition I’ve have attached two documents. Document 1 is the actual advertisement that you saw when you purchased the coupon. Document 2 is the actual voucher you had that outlines every additional charge.I’ve circled and underlined the charges that are clear as a day.We will not be refunding any money to [redacted] for two reasons. First, he did not pay us anything. His transaction was thru [redacted]. However they will not refund his money because he is clearly wrong in his stance as everything is shown in writing. Second, he wasted my time, other customer’s time and the company time by booking an appointment and then cancelling day of.
[redacted]PresidentShine My Ride by Empire Auto DetailersThe Best Car Detailers In The World!www.shinemyride.com[redacted]Beltsville, Md. [redacted]