Lumishield Pro LLC

Regarding the services rendered for *** ***b on 8/6/17:*** contacted us about having swirl marks removed from his cars*** talked with him about various service packages to help him decide what services he did and didn't wantNobody suggested vacuuming, but it was mentioned as part of one of the
packages available*** chose a package that includes only exterior services (no cleaning inside the car) and was told it /should/ remove the swirl marksNo guarantee was madeThe package chosen includes buffing and/or polishing as needed--we do one or the other, or sometimes both, depending on what the car actually needsWe booked him outside of business hours in order to work with his schedule, and we also offered him some discounts and a free service because he booked multiple jobs at onceBy ***'s request, we also agreed to do a quick vacuum of the interior.*** chose to purchase a membership, for which he was charged the regular fee, so he could get a discount on all the servicesThis is on top of the free service we offered and a coupon *** told him about.*** met *** at the beginning of his appointment, and they both looked over both cars while discussing the work that needed to be doneAt this ***e, *** explained that new cars don't need to be buffed and shouldn't be because it removes a thin layer of paint too soon in the car's lifecycleInstead, he explained that hand polishing was a better option for the cars *** brought, and *** agreed to this*** explained that there was some kind of coating on the car, possibly silicone, probably applied by the dealer to hide paint defectsHe also explained that he wouldn't know the full extent of the car's paint job until this had been removed.The work was completed as agreed, and we also did some stain removal on the interior while vacuuming, but did not intend to charge him for the service.When *** came to pick up the cars, he brought his children, who were playing around and on the vehiclesWhen he picked up the cars, *** was pleased with the work and had no complaints.None of the scratches on the vehicle were mentioned until after *** leftWe do not believe we caused the damage, but we offered to fix it for him for free because we can't prove the cars left undamaged*** also complained he could still see swirl marks, and *** explained that removing them without weakening his car's paint in the long term would require a high-speed polishing treatment, which takes a whole day and costs $We at no ***e told him buffing costs that muchOur prices for buffing are clearly listed on both our website and our booking site.At this point, *** asked for his membership fee to be refunded; it was refunded immediatelyHe also told us he didn't want to pay for any of the services, which we found unreasonableWe offered instead to charge for only one vehicleAfter the refund was completed but before we could run payment, ***'s credit card "mysteriously" stopped working for us and was declinedAt this point, a message was left for *** giving him hours to offer another payment methodHe again declined to pay for any services rendered.Despite the fact we completed all services as agreed on, and despite several circumstances that make it more likely the damage to the cars was done either by ***'s children or the dealership, we've been left with no chance of payment outside of taking the cus***er to small claims courtWhen informed of this, he decided to talk to a lawyerNo payment has been received

Complaint: 12[redacted]
I am rejecting this response because:my main concern was removing the swirl marks. It was a constant up sell on the phone and email , there was a 10 dollar vacuum fee. I explained to Tom that the dealership had already washed and hand buffed and waxed.I just payed 200 dollars per car to a auto body shop and the swirls were removed by a machine buffing processe and paint thickness was measured. I had no problem paying for what I wanted which was for the swirl marks to be removed. My children were not playing around the car, and actually Tom commented how I didn't let my children touch the car as I looked it over. [redacted] admitted he should have walked around the car and found the scratches. I didn't trust your business any longer sorry. The scratches were not there before as I have detailed pictures of the swirl marks before and there were no fresh new scratches.There were no deep scratches on the car before your services . It is going to cost me a additional 200 dollars to remove these scratches that appeared after your services. I have all the emails asking for the swirl removal on both cars. As soon as the swirl marks could not be removed by hand why wasn't I notified. Is you're insurance going to pay for the additional scratches. As soon as I walked up to the cars after you're services I noticed the swirl marks and was told to remove those is a extra 300 per car. You never informed me that they were not removed, my children were not playing around the car, why do I have to pay for something I didn't ask for. 
Sincerely,
[redacted]