National Detail Pros, Inc.

We already attempted to resolve this issue with the customer. We told her that we would come back and fix any issues EVEN after they signed off on the paperwork stating they were 100% happy, they declined. Yes we offered the same technician, but that doesnt mean that any problems wouldnt be fixed....

Customer subsequently charged back transaction expecting a full refund.

We offered to fix your details. You declined and only wanted a full refund. We stand behind what we do and offer to fix any issues, but you declined.

[redacted], the detail technician has detailed with us for years and does great work and really takes pride in each job always having the customer look it over to make sure they are happy when he is finished and this job was no different. He did reschedule due to his wife being omitted into the hospital...

but the customer had agreed to the new date and had no problem with rescheduling. The detailer then drove over two hours each way to perform the mobile detail on Alan's Vehicle. He called into our office the day of the detail stating that he has completed everything and had been there for hours but is unable to finish it with an exterior wax due to the fact that it began to rain. We then adjusted the price to take off the wax -$45 (wax is a $40 difference and you can see that from our vip package to our vip and wax package that it is a $40 cost to add wax). [redacted] let Alan know when he was finished and the Alan then looked over the job telling him he did great work. He looked it over thoroughly and the detailer asked him if there is anything he is unhappy with before he took off but Alan indicated he was happy with everything and did not point out any concerns. He then signed off on a form stating that the job was done and that he is satisfied with the results.He went on to tell the detailer that he was taking the car to New York. He then went on his trip taking this vehicle and is now saying things were not done. We did explain to him it may not all be from the trip such as some scratches that couldn't be buffed out due to them being too deep or running the risk of burning through the paint if continued to try or excessive build up of salt which had turned into a hard rock and is not able to come out with shampooing but that the job was in fact done in full with exception of the wax which he was compensated for.   The reason the detailer makes sure to have the customer look it over before he leaves is because he had over 4 hours of drive time to do this job and so he always goes above and beyond to make sure they are happy before he leaves. I will attach a cope of the form that the customer signed on site stating he was happy at the time of service.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. This is not resolved yet, but I don't want to deal with a third party any longer. We haven't gotten the repair bill yet, but when I do, I will forward it to them. It's nice to know there is some entity out there protecting consumers. Thank you for you immediate action. 
Sincerely,
[redacted]

This statement is inaccurate. First, the detail was done almost 4 weeks ago, the customer just called yesterday in regards to his "bad detail".He first told us he wasnt there when it when the detail was being done and started stating "They didnt wash it". We said how do you know they didnt...

 wash it? He said, my wife said they didnt grab OUR hose to use the water and wash it.We explained we have water on our vehicle so we didnt need his hose to wash it. I also mentioned that on occasion, we use a WATERLESS ECO wash (not wax as he stated), depending on ecological EPA laws for the area.He then proceeded to state we didnt wax the top, and we asked him, how do you know? He siad because its still rough on the top. I explained that waxing doesnt make it smooth. This customers boat was oxidized and waxing doesnt restore that as explicitly stated on our website. Were very clear that waxing wont restore shine, this customers boat was dull on top.  on top of this all, the customer signed the completion form stating they were happy with the service. They cant expect us 4 weeks later to go back and fix or refund them for the service that was completed and signed off on.

We did wash it, we never claim the method for washing.  We also did wax the top, but waxing it will not make it smooth, this requires other methods if it has surface contaminants making it rough. Ultimately, it was washed and waxed. We do stand behind our work, but you called over 3 weeks later saying it wasnt done. If there was a problem with the detail, it should have been addressed before a month later.

Complaint: [redacted]
I am rejecting this response because the job done was terrible and I am adding photos of how the vehicle was left to...

show how bad it was.  It was clearly a horrible job.  It was also a lease and the vehicle was being inspected and returned.  When you offered to fix the job, there was no way to fix it.  So yes, I was expecting a refund.  I understand that there are crappy people out there that would receive great and complete work and then still look for a refund, but I am not one of them.  You can see my facebook page now.  I almost never post about anything.  I am not some serial complainer.  I provided pictures, I emailed and my wife called.  It wasn't that he missed a spot, the entire vehicle was still filthy and there was no way to fix the issue.  So you told us sorry, but that is your policy and nothing else you can do.  Its obvious you never provided the contracted services.  Please stop playing this off like I just didn't want to pay for work... you never did the work and stole my money.I will also be forwarding your emails on to the state for review.  Good luck in the future  Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I paid National Detail Pros, not the person that performed the work. The complaint stands.
Sincerely,
[redacted]

From the first time Mr. [redacted] said he was not happy with the detail we told him that we can have the detailer back out to fix the issue. The detailer called Mr. [redacted] on March 21st but did not get ahold of him so he then sent him a text. At that point I too sent Mr. [redacted] an email letting him...

know that.Mr. [redacted] replied saying he already blasted our company with bad reviews at 2 sources and will continue to do so. He also said he didnt want the tech to come back that he just wanted a refund or for someone else to come. I explained the tech is happy to come back which is why he reached out to you... The customer was upset that I asked him to finish his conversation with the technician so that they can speak about it and discuss a day that works for both of their schedules. I did however tell him that I will contact the detailer about it as well and have the detailer contact Mr. [redacted] again since he did not want to text the detailer back himself. I will upload the conversation I am speaking of...as wel as the completion form that Mr. [redacted] signed off on after the work was completed and two before and after pictures taken by the detailer.As I have told Mr. [redacted], we are happy to come back to get him taken care of and stand behind the work but we are not able to refund him for work that was completed. The detailer has told me personally that he is happy to go back and he has made contact with Mr. [redacted] as well. He will also be reaching out to Mr. [redacted] again to set a final date. (update: I tried to add the email conversations, completion form, and before and after photos but it would only allow me to upload 4 attachments, please let me know if you need the after photo and I can send that seperately)

Im sorry you had problems. First, lets start with the charge. The charge is a "pending" charge as we tell you when scheduling.Second, were a referral service like Home Advisor, Angies list, or AAA so any problems that arise would have to be taken care of directly with the tech. Im sorry...

you had a bad experience. We spoke with the tech and he thinks there is no way he could have damaged the unit. Sometimes its just ironic that things tend to stop working around the same time. If there was a way to know that we actually caused the damage, he would have taken care of it.  Thank you

Im sorry you misunderstood. The BASE price for the services you received were $259.99 EACH vehicle, not what you said, so total is $519.98. That is without the additional charges for park city or the custom quote. I also offered to split the misunderstanding with you 50/50. I took a survey on...

this issue and asked for over 20 independent peoples responses, unbiased, and overwhelmingly 85% said 399.99 EACH vehicle.Were honest and willing to split it with you, but will not simply give you a refund.

Complaint: [redacted]
I am rejecting this response because:They never came to see our truck so bs on that investigation. Sue the detailer?  How? We didn't hire them and don't know who they are. What they did was blackmail us with collections when we had disputed with visa and while they never got back to Revdex.com so this is a joke of a company with no regard for the customer and obviously lies about what happened. My truck is still dirty and still damaged.  our truck is still not washed or cleaned and damaged so we are out the money to fix it plus the $250 to them to settle to protect out spotless credit from their blackmail. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: National Detail Pros did not offer to fix the boat until the final step in the arbitration. They did not make the offer to me directly. I accepted the offer as received from Revdex.com/Utah. I was told at that time to wait. No contact was made. This company is just trying to get out of their responsibility. If you look at their responses to other complaints you will find a clear trend in their excuses. Please see my correspondence with NDP.
Sincerely,
[redacted]

To address when she said she didn’t hire the crew that came out that she hired National Detail Pros, they are one of our A rated detail pros in her area. The detail crew that came out is part of our network of detailers (similar to Angies list or AAA) so when hiring National Detail Pros we send out one of our A rated detailers we work with in the area. To become one of these detailers they have to go through a screening process, use professional products, and also maintain an A rating based upon customer reviews. After every detail the customers receive an email to rate their detail and if this rating falls below, we no longer work with them. We have worked with this particular detail crew for years and they receive all fantastic ratings.  The first time they came out and did the full detail on [redacted]’s boat they completed it and they had [redacted] look it over. In [redacted]’s complaint (Michael’s wife) she mentions that her husband told her he was not happy. Well this may be true but it was news to us because there was NO mention of him being unhappy when they had him look over the boat before they left. He looked it over saying he was satisfied and signed the completion form stating so as well and they went on their way. When [redacted] called she began to complain stating that the detail crew was ghetto among other things. When this was brought up with the crew they thought that was odd and that it is possibly because they are African American. They drive a nice detail van and are dressed well and are kind and courteous. But she was wanting a different crew out saying they are ghetto. We explained to her that they are not ghetto and they are very nice people and already have put hours into the job and got the job signed off on by her husband so we cannot send another crew but they were more than HAPPY to come back to address any concerns.   They then came back the second time and one of Michael’s main concerns he pointed out to them is to have them remove any wax residue left in the letters. [redacted] specifically pointed this direct area out. The detailers then proceeded to remove each letter to rid of any wax residue and place them back on. They do it this way because it is the most thorough and to ensure that they make the customer happy. The detail crew did see that the 2 letters were already previously cracked and that this is an older boat so that is not uncommon at all so thought nothing of it. The boat is 16 years old and spends much of its time in the sun. After they were done they had [redacted] inspect it again. That  was the specific area he pointed out to them, so once looking it over he would have noticed if they damaged it when looking at the specific area. He said nothing about damage or being unhappy whatsoever…because the letters were previously damage. All he said is that he does need to have his wife look it over as well so they told him that if she is unhappy with anything to have her make a list and they will come back a THIRD time to address any concerns she has since she was not there on the first or second detail. [redacted] then called in complaining again so we told her they are happy to come back when she is there to address concerns and that they just want to make her and her husband happy. We recommended that she be there since it seems that she is the one who is unhappy and [redacted] has stated he was happy both times. We cannot refund the detail because the detail crew has several hours into this job and [redacted] did sign off on the work stating he authorizes the charge and he also is satisfied and the work was done in full. We are however offering that they come back when [redacted] is there to make sure they are happy with their purchase. [redacted] and [redacted] are well aware of this and that they are fully committed to stand behind their work.

Complaint: [redacted]
I am rejecting this response because:Complaint: [redacted]I am rejecting this response because:we had issues with the boat on 5/5, called and the business was closed. We called again on the 8th and complained and got no where. Called back multiple times on the 8th and went back and forth. Then a few days later on 5/11 to send our issues in writing since the verbal and written forms on the 8th were being ignored. We allowed time to respond and no response was ever given. At the time it was apparent national detailers refused to work with their customers we filled a Revdex.com complaint on 5/23. It appears national detailers has a policy to not respond to customers as business practice to then turn and state it's been to long since the cleaning. Due to their negligence they have caused this issue to be delayed without resolution. We are not asking for the whole service to be waived and in fact we spoke to the positives about the inside of the completed job. We are asking for a refund on the outside or for the outside to be done correctly. National Detailes site states they "guarantee" the work and stand behind the job. The site specifically states this line below -"We stand behind our work with our National Detail Pros Satisfaction Guarantee! We strive to not only meet but exceed your expectations on every detail! Our #1 priority is to ensure each and every detail is done correctly and every customer walks away with a smile on their face. You're more than welcome to look over the vehicle ensuring that the job is done correctly and up to your standards. The detailer will be more than happy to fix anything you may see."Per national detailers site they are now trying to state it's been to long when in actuality they were notified immidatly about the issue and yet they are doing nothing. At this point it appears they are using false and deceptive advertising practices and are a bait and switch company with the services they offer. We want what we paid for or a refund of the funds for the outside of the boat. We have provided picture of proof to show the job was not completed properly. Sincerely,[redacted]
Sincerely,
[redacted]

The fee you pay us is for a referral fee, not for work performed by the detailer.

We dont claim to clean the gas cap nor the seals. Weve offered to fix any other issues for you.

We did our investigation via the pictures provided and deemed there was insufficient evidence for us to do anything on our end. Were simply a referral service, like Angies List or Home Advisor. Any further disputes and action  would be taken up with the independent company that performed the service as theyre liable for the damages if theyve truly happened.

We spoke with the tech and I think you slightly misunderstood. The decals cant be compounded because it will ruin them due to the condition. The lower stripe, which is not 20%, that consists of maybe 10% of the work maximum (lower section is only 3ft tall, and at the bottom making it much less work)...

They advised you that compounding the bottom because of its condition and material makeup, woud make it worse, so they waxed the bottom portion rather then compound it like the rest of the unit. In an attempt to make you happy, we offered to send the same tech back to go back over it OR give you a discount. You declined both because you wanted 25% back, which isn't doable. They did the job, they even did the portions you claim that they didnt, but had to go about it a different way due to the condtion of the 20 year old class c motorhome. We also have you look over the vehicle before you sign off on the work order stating youre 100% happy, which you did. None the less, we still offered and tried to make you happy with alternative options, all of which were declined.Thank you

We are "National Detail Pros" which meaning we work with Detail professionals accross the nation to provide customers with experienced, rated detailers in their area. We are similar to AAA or Angie's List. We have a network of detailers that we work with that go through a screening process, use good...

quality products and equipment, and then once working with us have to maintain an A rating based on customer reviews. After every job, the customer receives an email to rate and review their detailer and this rating comes into play in order to have them maintain part of our preferred detailer program. Customers like this idea because it takes the guess work out of getting a good detailer when there are so many fly by night people in this industry. We do try to make this very clear on our main page of the website, because we feel this is WHY a customer would choose to book through National Detail Pros.   ( http://www.NationalDetailPros.com )When the Mr. [redacted] booked the appointment to have his boat detail he booked the service that included the following, which was bulleted as so for him to see exactly what was included: Interior Vacuum Interior Shampoo Carpets & Chairs High Intensity Stain Pre-Treatment    Clean Cup Holders, Tables, Cubbies Full Interior Deep Cleaning Condition Leather/Vinyl Exterior Wash & Dry Boat Wash & Dry Boat Clean Windows High Quality Cream Wax   Oxidation Removal   Compound & Buff To Restore Shine  It states on our website in the terms and conditions and then also again in their confirmation email "Pet hair, mold, abnormally dirty, or special circumstances may be subjected to an additional fee if applicable, this will be assessed by our detailing technician onsite and will be discussed with you before any work is commenced."  Mr. [redacted] did receive this confirmation email and he also placed the order for his detail on our website. He did NOT include any notes or indication of the condition of his boat and that fact that it had years of heavy build up/sm on the exterior portion. We include this both on the website and in the confirmation email because we want the customer to be aware, we do not want it to be a surprise, however Mr. [redacted] not including that his boat had a thick layer of sm was indeed a surprise when the detailer arrived. The detailer arrived onsite and saw the boat he spoke with the customer and told him his boat was in need of descaling of the sm build up and that it will not come off with a typical wash service as included nor with buffing or waxing it. He let him know that he can definitely remove it and that he will have to wet sand it to get it off correctly and safely and that it would be extra since heavy sm removal is not included in the detail. Mr. [redacted] told him he will remove the build up instead of paying extra and the detailer said ok. The detailer did not charge him any extra and did the work as included in the service which is what Mr. [redacted] and the technician agreed upon. At the end of the day when the technician had finished the job he had Mr. [redacted] go over the work and then sign off on the completion form stating that the job is complete (as attached). Mr. [redacted] is now saying he signed a blank page... but that simply is not the case. He signed the form and if he is claiming he signed a blank page... what did he believe he was signing if it was not for job completion because he knew he was signing for a reason.  Mr. [redacted] contacted us via email the day after he had his boat detailed asking for a refund due to the fact that the detailer did not clean the built up lake deposits/sm on his boat. He did not mention to us that him and the detailer had a discussion about Mr. [redacted] taking care of that portion rather than paying an extra amount...instead he simply was asking for a refund. After we went over all of these details with Mr. [redacted] and still coming to no understanding why he infact agreed to do the removal himself with the detailer when he was not ok with it.