Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:13/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with ***** ****** to have a ceramic coating applied and a vinyl overlay on the hood scoop of my car, with the paint being only two months old. He recommended a final polish to remove small swirl marks left over from the previous paint job.
  
  Upon receiving my vehicle, it became evident that Mr. ****** either did not perform the swirl mark removal or scratched/swirled my paint job before applying the ceramic coating. This effectively sealed in the subpar polish job.
  
  I was initially quoted $200 by Mr. ****** for the vinyl overlay on the hood scoop, with the understanding that it would be done in two pieces to cover the inside of the scoop. Despite later informing me that he couldn't do it in two pieces, fearing it would tear, he still charged me the original quoted price of $200. The vinyl has swirl marks and a matte finish instead of glossy. This will need to be peeled off and reapplied. I had to remove the ceramic coating, perform a proper swirl mark removal, and coat the car myself, rendering his services useless.
  
  I confronted ***** about these issues, he refused to acknowledge his mistake. He implied that I had expected a three-stage polish when only a final polish was agreed upon. It's important to note that my correction work consisted of just one very mild polish, which is what was originally discussed. Scott's response was to offer a 50% refund on the coating portion of the bill or redo the ceramic coating after I completed the polish to my standards. This offer is unacceptable, as I did not want further paint damage by allowing him to work on my car again.
  
  I have attached several pictures to this complaint to demonstrate the difference between Mr. ******** finished result and what it should look like.
  
  I request a full refund as the services were not rendered to the standard promised and required me to rectify the mistakes at my own expense. I no longer trust this business with my vehicle and feel that a full refund is the fair and just resolution.

  Business Response

  Date: 14/08/2023

  So originally, Mr ******* booked an appointment to have his camaro polished and coated.  His first appointment, he didnt show. ( which is fine it happens) When it arrived, the car was clean ish, bugs in the front end, We then started the process, because it was not bad we chose to ONR wash it. ONR is a solution from OPTICOAT, that is designed to encaptulate the dirt, for washing. Once completed, vehicle was dried with towels and then polished with Opticoat Hyper polish and a finishing waffle pad. Because of new paint, soft pad to reduse any possible marring. We Polished with a Zentool, Which is a Dual Action polisher from Opticoat.  These are all the steps required by Opticoat for prep before coating. So this is the vehicle completed after our Hyper one step polish.  We informed Mr *******, that the service was a one step polish, which our polish has no fillers, and just rounds over any micro marring.  This process is the process that we as Opticoat Trained technicians are trained to do before applying the entry level coating. Which was discussed.  I did inform Mr.******* that the polish should remove the micro marring, but on a base polish it gets just that a one step, and with paint being not factory, we cannot guarentee the outcome.  After applying the coating, It is also stated that you are not to wash or touch the vehicle for 30 days to let the coating cure. Looking at the photos that were sent, someone had washed it, with the water spots on it. As Mr. Parson stated, we did try to accommodate and offered 50% back, and he refused, we also made the effort to reapply the coating after he completed the polish he was expecting.  He denied.  Which is his right fully.  However the car looked great as you can see from our pics when it left. It was completed to the standard of the Basic 2 yr coating, which is basically a coating to make the paint hydrophobic, and add protection.  As for the Hood graphic, the pricing did not reflect the work, the hood scoop wrap was a base price, be it fully or with the centers, We contacted Mr.******* and he agreed with us, as we didnt want to install to have it fail. We could have and then he would of been back with a complaint, and we would of had to fix. And as you can see in the photos, the scoop is a gloss black, not a satin. Black vinyl is just that, vinyl not paint. In order to get high gloss black, you either need to use a higher gloss vinyl. ( which we do not carry) or paint.

  Customer Answer

  Date: 14/08/2023

   I am rejecting this response because:
  
  
  The first appointment was cancelled with lots of notice given. It was not a no show. This is a very important difference.
  
  ***** is correct. The paint is aftermarket. Aftermarket paint is softer than factory paint.
  
  This comes with the disadvantage of being easier to scratch but the advantage of being easier to correct. Opticoat hyper polish, if properly used, should've removed all swirl marks.
  
  I used Adam's polish. A regular consumer grade polish (with no fillers) on a similar setup as ***** mentioned. Lake Country pad on a low speed setting.

  ***** made a comment that the new products that are out today are way better than the stuff I used 10+ years ago

  An exact quote:

  "You were working too hard back then, and you're working too hard now"

  The quote was given after I specified I wanted the inside filled in. I told him it was okay not to do it and I agreed to do one piece. But his quote was for two pieces and the difficulty of filling in the centre.

  It's not high gloss. It might not be flat, but it's definitely not glossy. You can see the texture in my supplied photo.
  

  I don't seem to be able to view his attachments.

  "After applying the coating, It is also stated that you are not to wash or touch the vehicle for 30 days to let the coating cure."

  This is not true. Here is an exact quote from the opticoat website:
  
  "The Optimum Clear Coating is mostly self leveling. Any high spots are
  manually leveled by the technician to produce an even coat. Once
  complete, the surface is touch dry within 30 minutes.
  
  The Optimum Clear Coating continues to cross-link and harden. Within 12
  hours it is resistant to liquids such as water and can be driven as
  normal by the client. OptiCoat Pro will then continue to harden over the
  next 30 days as it is exposed to heat."

  It says nothing about not washing... just that it will harden further after 30 days.
  

  The car was immediately sent to Moncton where it sat for weeks untouched by anyone. ***** doesn't even seem to understand his own products based on his last response.
  
  
  

  Business Response

  Date: 14/08/2023

  Mr ******* is reading the Info from the Pro coating, which was not applied.  He paid for the Gloss coat coating.  These products are not for Consumer install and there for, doesnt give the consumer the info for actual install.  Im not here to argue, and to have a consumer tell me how to do such.  We tried to rectify and was denied, So therefore we are at an impass as the customer is wanting a full refund.  We did our job that was discussed. And apparently he would like a better polish. So then he chose to redo on his terms.

  The new Optimum Gloss-Coat™ has added Ceramic polymers and is the most
  advanced polymer system that forms a layer of clear coat over automotive
  finishes. The new Optimum Gloss-Coat™ provides better scratch and mar
  resistance, better UV resistance, better chemical etch resistance, and
  has better release properties than any other consumer Ceramic product
  while providing unsurpassed gloss and slickness. Additionally, you can
  top the new Optimum Gloss-Coat™ with any non-abrasive wax or sealant of
  your choice to add additional gloss and slickness.

   

  My only other suggestion is I can send the Lot number of the coating to opticoat to see if there is any issues with this coating.  But I believe this is not the prob. The expectation was for a higher level polish that was not in the scope of work.
  

  Customer Answer

  Date: 14/08/2023

   I am rejecting this response because:
  
  
  I'm attaching a before and after for you *****. Excuse the MS Paint squiggly lines.

  You'll notice in the before, there are zero scratches at the base of the hood. In the after, there are deep scratches.

  Your polish not only didn't do a swirl removal as promised, you added new swirls.
  

  I'm willing to meet you at a full refund on the ceramic coating only. I'll take it the loss on the vinyl on the scoop.

  Clearly I should have asked to see the vinyl you were using first since we have different ideas of what glossy means.
  

• Initial Complaint

  Date:04/11/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought ‘Gold package’ car detailing. Car was a mess going in and was still a mess afterwards. Went in twice while still in parking lot of Conway Customs. Cleaner came out and took care of both problems.
  Drove away and started looking around the car at the mess. Stopped a block away from Conways to take pictures.
  My husband called and they agreed to redo the work in 2 weeks. We want our money back—$253
  We went in the morning after and they will not give us out money back for the terrible job they did ‘detailing’ my vehicle.
  Was told by an employee that he would take his logo off and meet me outside to settle it.

  Business Response

  Date: 14/11/2022

  Yup, the vehicle had a couple missed spots, and we apoligized to the customer, and offered a free detail when they have the time to drop it back off.  The customer declined the action. We had spent 6 hours detailing such vehicle, so we would not give the money back, as we offered to fix the small spots that had gotten missed and also offered another cleaning at no charge. So we tried to rectify the actions and they declined.

   

  Customer Answer

  Date: 16/11/2022

   I am rejecting this response because: the so called offer to address the missed spots was at first to wait over two weeks and bring the vehicle back for another full day. Then it was changed to just drop it off for 30’minutes or so anytime we’re going by. There are spots on the interior that will need to be shampooed again. This can’t be done in 30 minutes and it took 5 days for the vehicle to dry the first time. Making it basically undriveable for those 5 days unless we sat on heavy towels. There are mildew spots in places from it being wet for so long, which is not normally for a full shampoo. 
  futhermore this is a company who’s employee feels it’s ok to physically threaten a customer, in front of the owner of said company, why would I then feel comfortable or safe returning with my vehicle and my child so they can fix what they failed to clean the first time in what they say was 6 hours of work? 
  
  
  
  

  Business Response

  Date: 17/11/2022

  The only other option I can add is a pick up and drop off service, As they are declining the fix and has been a couple of weeks now, assuming it is still in alright shape, we will fix the spots, as for the exterior, the service that they had gotten was an interior with a basic wash, ( ie consider going through a drive threw wash, it only gets the surface off, it is not a deep clean degrease on the outside.  Asking for full money back after the job is completed is absurd, like going to a restaurant and eating 90% of the meal and then saying you dont want to pay for the food.  Doesnt work like that.  As for the " he said she said " of the threat, well it went both ways as the husband came across as well.  As of the complaint of it being wet, yup it would, your shampooing fabric in the fall/winter season, and if the vehicle wasnt saturated in dirt, well we wouldnt of have to use as much chemicals/water to remove the saturation. We could of used our steam cleaner extractor.  But was too dirty for that.  We will fix the spots concerned about only, As we offered a fully redo at a later date, when available, and they declined.   These are the final steps im willing to take to accomadate.