Rod's Detailing Services

In response to customer complaintSaid customer came into our shop wanting to have the exterior of her vehicle detailed; we have separate services for this our Executive Service and our Basic service, both of which were explained in detail with the customerOur customer chose our Executive
Service which includes complete water spot removal of the entire vehicle including the windshieldIn order to remove water spots we do an acid wash on the windows which removes all water spotsOur acid is sprayed on, wiped with a cloth and then rinsed off with waterWe do not let it sit on windshields for any extended length of timeThe windshields is then cleaned again with a glass cleanerWe do not use a buffer or buffing pad on glass, everOnce the water spots are removed imperfections that were already in the windshield and may have been previously unseen will show up.
Windshield wipers do cause scratches on the windshield, you can wander through any parking lot and see very light scratches on just about every car in the parking lotwhen the customer came back to our shop to issue her the pattern of the scratches was pointed out and explained to the customer as she continued to complain one of my employees came out with glass cleaner and a rag and cleaned her window several times but even with evidence to the contrary she still continued to complain
It was once again pointed out to the customers that the pattern of the scratches on her windshield exactly matched the movement of her wiper blades. Once again, we use nothing on the windshield that would create scratches and the pattern of the scratches on her windshield could clearly be seen as the result of the pattern of movement of her wiper bladesThe resolution for this customer is to have her insurance company replace the windshield

In regards to the customers “rejection” of my responseMy office manager went over both our basic and executive detail services with the customerIn order to remove the scratches that her vehicle suffered it was determined that our executive service was needed in order to remove the scratchesThe executive service includes a full acid wash removing all water spots from the vehicleThis was a necessary step taken to insure that we could also remove the scratches from the vehicle. The customer did receive a discount on our executive serviceThe price would normally have been for a vehicle similar to hers, she paid 119.95.We’ve only ever had one other complaint for this issue which is caused by the wiper bladesOnce the issue was explained and the scratch pattern was pointed out to the other customer the issue was resolved

Complaint: ***I am rejecting this response because:
This information about the different levels of exterior detailing is a complete lie I took the vehicle in because my year old had scratched the car with a fiber nail file and the receptionist came out and told me that the scratches could be buffed out I agreed to pay $for that service I never discussed the windshield or knew about any different levels of detailing because all I was concerned about were the scratches from my son I also never signed any contact or paperwork authorizing an executive level detail, this is all new to me Had the manager been kind and offered to compensate me for anything, had his employee who came to my car to inspect the windshield, had he not told me that they have had several complaints about the same issue from other customers then I would maybe believe the explanation that my windshield scratched itself But the point is that I could see or if my windshield before I took the car in and now is impossible to see out of when the sun is shining on itThere are scratch marks that were left by whatever grainy substance was left on the windshield as I went thru the car wash several times to get whatever was on there off.
This business doesn't care about keeping a good reputation, they don't care about taking accountability for ruining the windshield on my beautiful AudiWhy should I have to pay my insurance deductible for a new windshield when there was no need for a windshield before they touched it?Rods should file a claim with THEIR insurance to fix my vehicle Not vice versaThey could've offered to refund my money for the wax, anything but their response would've been better than go file a glass claim