National Detail Pros, Inc.

Complaint: ***
I am rejecting this response because: 1) Misinformation continues to be given by the owner of this business I have attached the screenshots of the website to show the prices for the car and minivan (note, the website changed the evening of my complaint to alter the part that says "Free moblile detailing to your location" by removing free The attachments above are from before the change.) I asked for an inside and outside detail He states that he gave me a higher service (the VIP + synthetic sealant) This was never requested, specified, or authorized.2) I appreciate that Chris included a statement about how others interpret the quote that was initially given for $ It demonstrated that, even in his own circle of people, which cannot be called unbiased, 15%, or out of every 100, or of every or of every 10,people will also understand his quote to be $for both vehicles He stated that he does tens, if not a hundred thousand vehicles a year That is a lot of people who get really surprised by the final bill and demonstrates that the business has a problem with clear communication I maintain that a reasonable person will interpret his quote to mean $ I further maintain that if you begin by showing a reasonable person the prices as shown in his website, followed by the quote as he emailed it to me, almost all of them would agree that it wouldn't make sense for the quote to be for each vehicle Especially when you see "Free Mobile detailing to your location" 3) No where in his site can you ever find mention of a surcharge or minimum charge for services to my location as he states in his reasoning for his bill.4) The owner did offer to refund $of the $I paid for the 1/hours spent detailing my two cars The original quote that I agreed to was for $ Paying $for the service that I understood to be for $is still unacceptable to me Sincerely,
*** ***

Revdex.com Please check records for a duplicate dispute from a *** ***. We offered to fix this boat on numerous occasionsThe customer last minute, Thursday evening said ok come fix it and it had to be friday morning or never, when at that point we were unable to do so because they waited until
the last minute. This customers story continually changed over the course of this and we have recorded phone calls (which the customer claims that are not true, but recordings prove the matter). We also offered the customer a discount to try and make them happy, which they refused. We did the complete detail for this customer, we tried to remedy the problem but they disputed the transaction and got refunded for the detail, so on our end, we do process collections

They are not "employees"We no longer are working with the individual as wellWe offered you the discount at the time and there is no way for us to refund anything now because its to far

Yes we did modify the website to make it even more clearIts very clear as it is, the price you thought you were getting was drastically below ANY service we even offerWe offered to split this with you 50/

The detailer did clean the outside of the boat he just did not remove the heavy build upHe has the knowledge and expertise to do so and he offered you that solution however you declined and you told him you will take off the extra heavy build up rather than paying extraso he went on with his workYou agreed to this with him which is unfair that after the fact you complain about itIf you were not Ok with doing so, that should have been addressed at the time of service...not waiting until after he finished and after you agreed and told him that is a fair agreementWe do not hide behind out terms and conditions, we put them on several areas of the website and we also re state that this may happen in your confirmation email as well because we want you to be aware. As far as me referencing AAA or Angies List, I was referring to the fact that the people they send out or offer to do the different services are independent companies and they only maintain working with them based on their reviews which is the same way we work.I was simply trying to make a reference on how we structure our business and keep up quality control. However, I am very sorry but the job as listed what is included online where you scheduled and in your confirmation email was completed, he just did not complete the additional service of the heavy algae removal because you opted to not pay the additional amount and to do it yourself.Payment would still need to be make of the original package that was rendered

[A default letter is provided here which indicates your acceptance of ArbitrationIf you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID .***,and find that arbitration is necessaryI purchased a gift card for $from National Detail Pros for my husbands 50th birthdayWe scheduled an Exotic Elite DetailThis was to include the following: FREE Mobile Service to Your Location!InteriorVacuum InteriorShampoo Interior Carpets & SeatsFull Interior Deep Cleaning (Vents, Cup Holders, Door Panels, Etc)Condition Leather, Vinyl & PlasticsHigh Intensity Stain Pre-TreatmentFull Headliner Cleaning (if needed) ExteriorWash & DryClean Door JambsClean Windows Inside & OutClean Rims & Shine TiresShine Plastics, Trim & Wheel WellsHigh Quality Cream WaxEngine DetailFull Vehicle Light Scratch & Swirl Removal (single stage compoudThe tech did not clean wheels, do light scratch and swirl removal, clean door jams, clean engine, do windows inside and out, clean headliner, shampoo carpets, did not do a full interior deep clean, or clean exhaust tips. This is more than 50% off the job he was paid forBecause this was a gift to my husband he was not completely aware of all the fine printWhen the tech came to the door and said he was done and needed a signature, y husband signedAfter the tech left my husband went over his truck and I noticed that many of the items paid for were not doneWhen we called to complain the only resolution the company offered was to send the same tech backWe asked for someone different since this tech obviously was not capable of completing the job he was assignedWe were told "to bad" this is your only optionWhen my husband said we would dispute the amount charged since we did not receive the service we were told we will turn you over to collectionI did dispute this with my credit card company and provided details and picturesAfter a month they decided in my favor and agreedNational Detail Pros turned me over to collections and even charged me an extra fee for the disputeI want a refund of 50%The job completed was less than 50%. I have visited their webpage which shows they have the Revdex.com accredited logo. Thank you,*** ***Sincerely,*** ***

Hi ***, first you have a lot of incorrect factsWe NEVER state how many detailers will be coming out, because we just dont know2nd, we dont sell you a "step process" eitherWe offer a single stage compound to remove the oxidation the best it will comeUnfortunately, there is no way to know
exactly how far it will come out until you do itWe STILL did the compound, but on older, heavily oxidized units, there is no way to know how much better it will comeThe only way to know, is to do itWe cant guarantee what the outcome will be because you just dont knowSome will come perfect, some will be better, but we never knowAs for the new company, you might be paying for a different, higher service such as a stage cut and polish, which we didnt sell youAlso, Naturally, every time you go over the unit, it will get better and better if you do it 10x, it will slowly get better each time

We attempted to refund you the $at the time that you had paid the detailer, you didnt accept that resolution which was over and above our obligation because you were not supposed to pay the detailer on site

Complaint: [redacted]
I am rejecting this response because:  This is unacceptable.  I will not be able to accept a 100.00 credit for a job that was not completed.  I have no problem paying for a service when that service is provided, and being in customer service, I look forward to when jobs are completed to at the minimum satisfactory.  My wife and I both look forward to exhorting clients when they meet and especially exceed expectations.  This, however, is the exact opposite.  The amount of time, frustration, and effort that has been invested in this to date is not acceptable.  The main reason however that I am rejecting this is because I still have to contract another detail service to complete the detail that was not completed.  I refuse to pay for work that was not completed.     Please see the photo taken directly from your web page body wrap van, and service vehicle depicted.  This is not the biggest issue however, but it clearly depicts the level of service that was purchased, and not delivered.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is exactly what I expected from this company. I will not pursue this complaint further. My goal has been accomplished by submitting this valid and accurate complaint.  
Sincerely,
[redacted]

This is unfortunately a false representation of whats happened. You did contact us, and we did offer to fix the problem for you, but you told us the boat is now at a different location that is 3 hours away, which would be unrealistic for us to come and fix any issues BUT we still offered to...

drive 3 hours and come fix the boat. WE OFFERED TO DRIVE 3 HOURS! That is OUTSTANDING customer service by all accounts. We have all the call logs, email records to prove and backup our statements. Yes we do provide a service, which unfortunately you cannot make everyone happy at all times, but the important thing here is we WERE TRYING TO GO OVER AND ABOVE AND DRIVE 3+ HRS TO FIX THE BOAT. That is absolutely AMAZING customer service. We did respond to your complaint, tried to fix. This is the final email we sent you of many (back and forth between you and us):  "customer emailed in complaining again, I emailed back: We spoke to you and when we found out you were unhappy we told you the detailer could come back out to address any of your concerns. You then told us the boat was now at a different location.. which was 3 hours away from the detailer...and he still was happy to come back to take care of any concerns you had. He was willing to drive that distance to make sure you were happy....You declined that offer for him to stand behind the work. You then sent pictures again but we did not understand why because you were not willing to let him come back and you made that very clear, so there was not anything we could do for you. We are sorry we could not come to a resolution but we did offer to have him come back that same day however you declined."

The $100 credit we offered you WAS exactly what you asked for, so we said if you agreed to drop the complaint and accept it as a resolution, we would honor your request for $100. At that point, you demanded $200, which we are unable to do.

Complaint: [redacted]
I am rejecting this response because: The Boat was not washed and the guy that I talked to on the phone did say that you used other methods of cleaning.  The Only parts that were done on the boat were the sides that all.  The top of the boat could not be seen because it was on a trailer, but my wife has pictures.
Sincerely,
[redacted]

Im sorry it wasnt meant to be an unprofessional response, that wasnt the intent. Its just not normal or traditional for gift cards to be refunded

Im very sorry you were not happy with the service. Your RV is 13 years old and it was indicated that it had sat for 13 years in the sun (Arizona I believe). One side came much better, the other did not come as good (that had sat in the sun).The decals never can be saved, and we dont claim that...

they can. Yes they come better, but no its not going to look like a brand new RV after being abused for over a decade Im sorry. Yes the 2nd individual was in training with OUR company, but not with detailing in general.The master tech on site had ample experience and unfortunately you cant always restore them 100% and thats why we state that regardless of the outcome, you still have to pay because we cant guarantee the results, some better than others. Im sorry you were not happy, but the company that came out to perform your detail knows detailing and has been doing it locally for over 12 years. The RV was washed before detailing, if there were still some bugs that were there, they must have missed those. The company also drove almost 2 hrs to get on site to your location, we explain for this reason, that you need to be present when they complete the service so you can look it over and make sure youre happy while theyre STILL on site. Once again, Im sorry you were not happy, but restoration is limited, the other option would cost $10,000 and have the unit painted.Thank you

You signed the completion form stating you were happy with the service. At this point we pay our technicians because you tell us youre happy. We would happily try to fix the problems for you but you never told us or gave us the option, just signed the authorization paperwork and left negative...

reviews.

Revdex.com:
I would like to reject the offer of Arbitration for complaint ID [redacted].  We do not feel there is anything to have an arbitration hearing for....our boat was NEVER cleaned.  National Detail Pro's is trying to charge us for something that was not done.  They keep saying they tried to 'fix it'....they never detailed our boat  it in the first place so there is nothing to fix.  They keep saying they tried to fix it and we wouldn't allow them - we told them when we scheduled the detail that the boat was being moved to the water the Friday of the same week we had scheduled the detail.  They didn't detail our boat on Monday as it was scheduled.  The boat was moved to the water on Friday of the same week.  This is fraud.  If they decide to turn the account over to a collection agency for a service they never performed, we have been advised to file complaints with several different agencies and have their business practices investigated.  To date, we have NOT been on Rip Off Report, Yelp, Google, etc. to display our photos to prove our boat was not detailed.  We have provided to the Revdex.com proof by forwarding photos that our boat was not detailed.  
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is NOT satisfactory to me. However it is clear that they have violated their agreement with me and will not do the right thing. I will pursue this elsewhere. No wonder a company like this can get a good rating from the Revdex.com. One look at the pictures and you know they are lying. Yet we keep going around in circles. Revdex.com they get the lowest rating possible from me. Thanks for your "help". 
Sincerely,
[redacted]

First, [redacted] unfair about his reviews from the start. Within seconds of contacting us via email, he started blowing up all our social media outlets leaving bad reviews before even allowing us to try and fix the issue for him, in which EVEN AFTER he left us numerous bad reviews, we STILL tried to fix...

the problems for him, which is still excellent customer service.We stand behind our work and we had the detailer contact Mr [redacted] back to fix any issues that the customer had with the detail. The customer declined and only wanted a refund. The tech we had out for this customer does have excellent ratings. Im sorry that Mr [redacted] felt he had a bad experience, but we could have fixed this and the issue if he would have allowed us.2nd, Mr [redacted] signed our completion form stating he was happy with the service and that the job was completed to his satisfaction. At this point, were obligated to pay our technicians for the detail service. Even though Mr [redacted] signed telling us the job was completed to his satisfactory, we still tried to go back and fix the job.In the service industry, everyone has different levels of expectations and thats why we have you look over the vehicle before signing the completion form (explicitly stated on the form as well) to make sure youy happy before they leave.Even though were mobile, drove over an hour to get on site, we still stood behind and tried to correct the problem for you.Thank you

As you mentioned, the outside is completed so you should have nothing to worry about with the "gel coat". Were happy to send a master tech out to make sure everything is smooth for you. Once again, after you sign authorizing the job as completed, were obligated to pay the tech for the job so we cant lower your detail service. We stand behind what we do, and are willing to do so, you just need to allow us to do it. Thank you