Red Lion Inn & Suites Spokane

Dec. 31st SW arrived (2pm) upon arrival this time we were met by both the customers husband and wife and they had many complaints about both trailers. They were pointing out the aluminum fenders and aluminum panels and said they were not polished on the other trailer and also complained about the wax on the second trailer. None of this was a problem until nearly 2 weeks later. There were scratches on the trailer that were there before hand and the customer acknowledged when we walked the trailer the first day on-site, witch she blamed us for. The customer was demanding to receive a refund of $445 on the job done, and would only pay for a wash. SW called the customer on Jan. 2nd to inform her there was no way she was going to get a refund of $445 and that as a small business we can not loose that kind of money on a job for time and cost of materials. Before getting the chance to tell the customer a number SW would be willing to refund, the customer exploded on the phone and called our business dishonest, deceitful, and we lied to her. When the customer inspected the trailers the first time the job was done and paid us, which was her clearance that she was happy and satisfied with no complaints. She also raved about how she would recommend us to friends and neighbors. I’m sorry to hear about your dissatisfaction with our services we provided. We spent a lot of time on the horse trailers and always strive for 100% satisfaction. We did walk the finished trailers about 45 minutes and allowed you to inspect our work before paying.

Claim Number: [redacted]Response to complaint: Full response to complaint Our first contact with the horse trailers owner was on December 2nd at 8:17am to our office.  During that conversation with a member from Shine Works they did explain that, we havenot detailed...

any horse trailers in the past, but we are experienced with motorhomes, 5th wheelers, and toy haulers. During that first conversation there were questions and answers, the call lasted about 10 minutes and ended with a decision, that one of our team members would like to meet in person to look at the horse trailers to give a better estimate on cost/time. On Dec. 2nd at 2:43pm Shine Works team met with the customer at her home in QC, to go over both of her horse trailers. During the meet and greet, we inspected the job and told the customer the fenders are going to pose a bit of a challenge because the length of time the adhesive has been on the fenders. We mentioned to the customer we may have a couple methods to get it off, but really won’t know what works until we get into the job. At this point in time the customer is asking for work that is outside our realm of normal detailing and we were 100% honest of the methods we could take to get the adhesive off. We said our first step would be using a heavy duty adhesive remover if that did not work we would need to scrape the old glue off and at that point the aluminum would be scratched and then it would need to be sanded down to smooth it all out. Lastly we said if that did not work we could paint the fenders with aluminum paint. We also told the customer from our experience the letters from the old owners logo may come off but because the length of time they have been on the trailer there will be discoloration. We explained the letters would still be visible but very faint. The customer seemed to understand everything we were saying, and when we left we gave her a price quote for a job that we estimated being about eight hours long for a 3-4-man crew. The customer said she was going to continue shopping other companies and other prices to detail both trailers.Shine Works received a voice message on Dec. 18th at 9:55am, and returned the phone call that same day at 6:03pm. The conversation with the customer and Shine Works Detailing was to hire us to detail both the horse trailers. We scheduled both details to be done on December 22nd. When arriving on December 22nd the weather report showed a 55% chance of rain Tuesday andWednesday.  Upon arriving and starting the details, we stated to the customer that we couldn’t guarantee the condition and turn out of each detail, due to the rain conditions. As a mobile detailing company we do not offer rain checks. The customer gave us the go ahead to detail both trailers. While on location on Dec. 22nd mid day we did have some rain and applying any wax/compound to a painted surface the vehicle needs to be dry.  You will not achieve good coverage, and elements will already be battering your paintwork/aluminum. The customer gave full permission to continue working on both horse trailers in the rain. The customer did check on the trailers 3 to 4 times during the day. The fenders were a major problem we wanted her to see how things were progressing, we scraped most of the adhesive off and repainted the fenders with aluminum paint. The customer did not like the look of the paint and said the horses may stick their head through the trailer and chew at the fender and she didn’t want them to eat paint. We told her that the paint would be easy to remove but when we remove it all the scratches from the scraping at the adhesive will be visible and we will HAVE TO SAND THE FENDERS!! To smooth them out she said ok do it she wanted all the glue gone and no paint. This step of polishing grinding and sanding metal is not detail work but metal restoration. We told the customer we would do our best getting all the glue and tape off with the methods we discussed. Prior to leaving on the 22nd the customer walked the both trailers and there were no issue that she expressed. We parted knowing we had to be back on the 23rd to finish. Shine Works Detailing arrived on the 23rd, Again it was raining we talked to the customer about what needed to be done. Still at this time she did not seem dissatisfied about the 9-hour work we did the day before. The customer did check on the trails a couple of time that day. When the job was done the customer inspected both trailers for 45min. The customer did not express, state or say that she was unhappy with the job. Instead she was happy and wrote a $945.00 check. That evening the customer husband called and we talked about the “small horse trailer” and that some parts may have been over seen.            On December 26th between 9-10am we inspected the trailer and talked with the customers husband. When we looked at the trailer it was clear the wax did not take well in the rain, it was smeared and the days of following rain definitely did not help the appearance of the trailer. It was frustrating talking to the customer’s husband and explaining this job was done in the cold and rain and after the job was done they sat out in the rain some more. Rather than to argue and fight we decided to take a look, even though we do not offer rain checks. Offering that we would come out and re-wax the white painted areas of the trailer the customer was unhappy about. We explained that the aluminum fenders were not something we are specialists in and his wife gave us the ok on that work done. He was ok with us coming back out at a later date to re wax one of the trailers. (I would like to state at this time, walking both trailers with customer husband everything his wife is expressing and unhappy with, was NOT an issue.) On December 31st Shine Works arrived around2pm, upon arrival this time we were met by both the customers husband and wife and they had many complaints about both trailers. They were pointing out the aluminum fenders again, they pointed out the aluminum panels and said they were not polished on the other trailer, they complained about the wax on the second trailer, which was not a problem until this point nearly 2 weeks later. There were scratches on the trailer that were there before we did the job that the customer acknowledged when we walked the trailer the first time the job was done, that she blamed on us. Once again we stood by the fact the customer was told the quality of work in the rain will be compromised and no work was done without her authorization. At this point in time when speaking with the customers husband about our polishing process the customer Shine Works was speaking to the customer was demanding she wanted a refund of $445.00 on the job done, and would only pay for a wash. Shine Works Detailing member called the customer on Jan. 2nd to inform her there was no way she was going to get a refund of $445.00 and that as a small business we can not loose that kind of money on a job for time and cost of materials. Before getting the chance to the customer a number would be willing to refund the customer exploded on the phone and called our business dishonest, deceitful, she said we lied to her about experiences with horse trailers. The customer said she would post reviews and post pictures of the job done. I once again reiterated the fact we worked in the rain and she was told everything up front and honestly.            I truly feel this customer is trying to take advantage of a local small business for the simple reason that there were no problems with the work that was originally done, until after the rain storm came and made a mess on the trailers because the customers did not take the proper steps to protect them after the job was done and put them inside, away from the rain. When the customer inspected the trailers the first time the job was done and paid us, which was her clearance that she was happy and satisfied with no complaints.  She also raved about how she would recommend us to friends and neighbors. Lastly we tried to make every situation right but every time there is an attempt a new compliant would arise. I’m sorry to hear about your dissatisfaction with our services we provided.  We spent a lot of time on your horse trailers and always strive for 100% satisfaction.  We did walk the finished trailers about 30-45 minutes and allowed you to inspect our work before paying. Thank you,[redacted]@shineworksdetailing

I reject the business response because whenwe were discussing the job, Geoff G[redacted] asked me what I wanted to make this right. He said “Do you want your money back?” I didn’t want to let them touch my trailer for fear they would damage it more. Trying to be fair about the situation I said how about giving me $445 back. Geoff agreed to this. He asked me if I banked with Chase because he could refund my money right there. He even appeared to try to send me the refund but for some mysterious reason it wouldn’t work. He asked if it was alright for him to bring back a check later that night or the next day. Of course he never showed up and I got a call from Adam telling me I would not be getting the refund Geoff said he would give me. Of course I was upset because they had already agreed to the refund. This is where I realized they were not going to make good on Geoff’s offer. I want them to keep their word.