Executive Auto Detailing

Complaint: ***
I am rejecting this response because simply sending a copy of my signed credit card reciept has nothing to do with the fact that I signed the credit card reciept before Executive Detail let me see the 2nd car(*** ***) which they had damaged. This business owner needs to be held accountable when his employees damage personal propertyHe should issue a refund for the *** *** and make a claim with his bussiness liability insurance
Regards,
*** ***

*** *** ***
*** *** ***
*** *** *** *** *** ** *** **
*** *** ***
Hi jay this *** from executiveautodetail I send all my proves the guy from the *** try claim the money for
my *** ( that company management my transaction with a credit and debit card)
Sent from my ***

[redacted] dropped off her car on Wednesday, 9/23/15 at 8:30 am.  The scheduled appointment, per the initial phone call with Brent, was for an interior detail and for an ozone treatment due to spilled milk.  [redacted] was to pay for this service.  However, during the client check in and...

walk thru with Teran (our employee), [redacted] said she wanted the ozone treatment to get rid of the strong odor of cigarette smoke.  Teran explained to [redacted] that the condition of the car is what we consider extra dirty and that we would need extra time to clean.  The car was full of garbage, ash trays, cigarette butts, and other debris (screws, nuts,) hot pink nail polish was spilled in the map pocket of driver side front door, additional personal ashtray on floor board of front center full of cigarette butts.  [redacted] stated she wanted to pick the car up at 1:30 pm.  Teran explained to her that seeing how dirty the car was inside that we would like to be able to keep until 5 pm to do the best job we could do..  [redacted] said she had to have the car by 2pm.  Teran could not guarantee that we would have time and be able to get all stains out since she was not giving us the time needed to do so. [redacted] then asked if we could rebolt her seats back in and that the bolts were in the passenger door.  Teran told her if we had time we would but we do not normally provide that service.
 
During the day, she called Brent several times before 2 pm to see if car was done yet. 
 
The below steps is how [redacted]’s car was cleaned:
 
All personal items in car were boxed up for her
The ozone machine was run for 1.5 hours to remove cigarette smell
The door jams were sprayed down with Hot Shot
We used an air hose and cleaner and blew out all dust and ashes and dirt out of car and spot cleaned stains on all interior
We vacuumed entire vehicle including trunk
Upon vacuuming we discovered live maggots on back passenger side floor board and disposed of them
We shampooed all fabric (seats, floor, floor mats, inside of doors)
We put a fan in the vehicle to dry the shampooed areas.
 
Upon inspection, we discovered some of the deep and stubborn stains had been removed, so we did a repeat of the shampoo process.
 
We hand washed the exterior of vehicle and hand dried with chamois cloth.  We used tire cleaner on all 4 tires to clean and shine.  We used a cleaner and brushes to spray down and clean entire interior including dashboard, visors, seat belt buckles, seat tracks, headliner, center console, cup holders, glove box, door compartments, all door jams including the rubber lining of door jam.
 
We sprayed and cleaned all the inside windows including visor mirror and rearview, two times.  Then we used cleaner to clean all outside windows and clean and wipe again.
 
Last, we vacuumed again one final time. 
 
 
 
[redacted]’s car was done at 4 pm.  Teran called her to tell her.  She came to pick up the car at 4:30.pm.  She had someone drive her there.  She asked Teran if the car was done and Teran replied yes.  [redacted] then said “No you are not” with a wink of her eye. She asked Teran to pretend that she was still working on it so that she could go next door to the Happy Hour to gamble.  Her driver would not let her go gamble if the car was already done.  Teran replied “ok that is fine but we close at 5pm and we will be leaving the shop then.”  [redacted] replied ok she would be right back.
 
[redacted] came back at 5pm.  Teran walked her out to the car.  All doors and trunk were open for inspection.  Teran and [redacted] did full walk around on car and looked everything over together.  Teran told her that the mats and carpet and seats are still damp and she needs to take the mats out when she gets home and lay them out so they don’t mold and she needs to leave windows down a quarter of the way for 24 hours so car will not smell musty.  [redacted] looked it over and stated that it looks just the way it did when she bought it.  [redacted] thanked Teran and told her she did a great job. [redacted] from [redacted] had paid for the service over the phone so she did not owe at pick up time. 
 
Teran told her if she found anything she was not pleased with to please call or stop back by and we would be more than happy to fix it.  Teran gave her the keys and she left.
 
The next day, 9/24/15, she called Brent and said she found a few things that she wasn’t happy with and we had said for her to call if she did and she wanted to come back by for us to fix them. She also wanted to know if we would install her blinker for her.  Brent told her we do not offer that service. 
 
Teran met [redacted] at 2:30 pm on 9/24/15 at the detail shop.  She held up a pair of socks that were brown and said that the socks were originally white yesterday.  She told Teran when she got home she put the socks on and walked across her seat and that was the result.  Teran told her that her car was roughly 20 years old and extra dirty when we got it and that we did a double shampoo and that not always all of the dirt would be extracted.  Teran offered to shampoo again and she said “no it’s not that big of a deal but, could do these couple of spots here that are bothering me.” Teran got out shampooer and re-shampooed both front seats.  Her other complaint was that she had opened up her trunk, lifted up the lining of the trunk, then reached down to lift up her spare tire out of the cavity and that cavity had not been cleaned out.  Our procedure is to clean on top and around but to not lift up and remove the tire to clean underneath. 
 
However, Teran put on gloves threw away the sock and cigarette but that was underneath the spare tire and then got out vacuum vacuumed the cavity that the spare tire sits in.  Teran also took the cleaner and rag and wiped it all down. As Teran was doing this, [redacted] was taking her tail light apart and asking Teran if she knew how to fix the blinker.  (The same blinker that Brent had already told her on the phone that we do not do). Teran said she did not.  When Teran was done cleaning [redacted] had her tail light hanging and could not get it back together.  Teran popped light bulb in for her and put cover back on.  [redacted] said thank you so much she appreciated all Teran had done and now she could write a good review instead of a bad one.  She wanted to know if Teran could text a picture of the receipt from her own personal phone. We already had instructions to fax the receipt to [redacted] at [redacted] who had paid for it and it had already been faxed at that point.  Teran told her she could either email or print out a receipt and leave it behind the counter that she could pick up later.  [redacted] replied “Ok thank you so much you guys are great.”
 
On Sunday, 9/27/15, [redacted]’s nephew called on the after hours emergency line and spoke with Brent and proceeded to use profanity and yell at him and tell him what a horrible job the detail shop did on [redacted]’s car.  The conversation was not going in a positive direction that would produce any results so the call was terminated. 
 
It is the position of Executive Auto Detail that we spent a great deal of time and energy cleaning and re-cleaning an older car that had acquired many stains and dirt over the past 15 years.  We did everything she asked for and more.  This is a case where we believe we have done our best and can not seem reach a common ground with the customer.