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:13/06/2024

  Type:Product 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 am filing this complaint against Luxus Auto due to their unethical business practices and failure to provide adequate customer service. Below is a detailed account of the incident:On May 25th, 2024, I paid a $250 deposit to Luxus Auto for a ceramic coating service for my Mustang. At no point during this transaction was I informed that the deposit was non-refundable. Unfortunately, due to unforeseen circumstances, I had to cancel the service. I provided Luxus Auto with more than 24 hours notice of my cancellation.Upon notifying the company of my decision to cancel, I was told that the $250 deposit was non-refundable. This information was never disclosed to me prior to making the payment. When I called to speak with the manager to resolve this issue, he stated that I was being charged for paint and a service fee. I found this explanation unacceptable and misleading, as I had not agreed to purchase any paint; my agreement was solely for the ceramic coating service.During my conversation with the manager, I made it clear that his actions were inappropriate and not agreed upon. I presented two options to resolve this matter: either they refund my deposit and we part ways amicably, or I would take further action.Despite my efforts to resolve the situation, Luxus Auto refused to refund my deposit and sent me a reciept showing I paid $250 for paint. It is important to note that the service I was paying for was never performed and I do not have any paint and they said the only way I could get the paint is if I had the service done by them. I request the Better Business Bureau to investigate this matter or warn the public by taking appropriate action against Luxus Auto to prevent further incidents like this from occurring.Desired Resolution:I am seeking a full refund of my $250 deposit from Luxus Auto.

  Business Response

  Date: 08/07/2024

  Please note that this reply is addressed to the client, *****************************, even though his significant other is the one who has filed the complaint.

   

  While we are sad to know that you are displeased with our service, your review is completely unfounded.
  
  1. When you came in on Saturday, June 1st, even though Luxus was closed, the owner gave up time in his weekend to go out and look at the concerns you had for your 2006 Mustang (primarily, rock chips).
  
  2. The owner presented you with multiple solutions, including his honest opinion of ordering touch up paint yourself and he could show you how to fill in the rock chips; so you could fill the existing ones and keep up with new ones as they appeared (as cost was a major factor for you).
  
  3. Instead, you requested that Luxus order the touch up paint for you, apply the touch up paint, complete a paint correction on the entire vehicle, and apply a 5-year warranty ceramic coating (ceramic coating was to be applied on all exterior surfaces of the vehicle excluding the undercarriage and tires).
  
  4. The owner booked the appointment and took the non-refundable deposit required to purchase the necessary materials to complete the requested services (this cost does take into account the time required to source those materials but does not factor the paid wages of the employee if the client does not show for their appointment).
  
  5. At the time of booking the owner did apply a 2-hour labor credit to the booking as a favor to you (the total upon completion, including the $250 deposit and 2-hour labor credit = $1548 +tax). See attached Invoice.
  
  6. The next week you called and requested the deposit back, the owner asked if you wanted to cancel, which you confirmed. The owner reiterated that the deposit was non-refundable, and couldn't refund it even if he wanted to because Luxus had already purchased the materials needed to complete the service. The owner then offered to reschedule the appointment and confirmed that if rescheduled the deposit would transfer to the new appointment. You then confirmed the original booking date and said you'd see Luxus that day.
  
  7. The morning of the original appointment you did not show up for the appointment and did not answer when we called. However, we did receive a call from your significant other later in the day. During which Luxus was told that a chargeback had already been lodged with your credit card company, AND we needed to refund the $250 or we would face social and legal retribution. 
  
  8. Since Luxus did provide the service of booking the appointment, holding the appointment open, paid wages for the day of the appointment (which amount to over $250 by itself), purchased all the materials needed to perform the service (the paint can not be used on any other car and will remain available for pickup by the client for 6 months), and notified you that the deposit was non-refundable at the time of booking, Luxus will not be refunding any amount of money. And will present all evidence to the credit card company against the chargeback. 
  
  9. This has been an unfortunate event for all involved. But Luxus is glad to take this moment to address this issue. Luxus will always be committed to serving our clients with the best quality, and utmost respect. We will always give our honest opinion on which services to take advantage of and which to forgo. We will always back the results, and ensure that our employees are safe. We sincerely wish you the best in all your future endeavors and hope you find a solution to keeping your Mustang healthy and fun. :)

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 21844840
  
  I am rejecting this response because:

  This company is lying to cover themselves. 

  1. We went in on a Saturday and door was unlocked. It was never made clear that the store was closed. Why was this not discussed?

  2. What does that have to do with a refund policy? You are obligated to have a client sign a contract acknowliging there is no refund. 
  
  3. The paint touch up was offered for free. We ordered the same paint and it cost $52.08 from Scratches Happen.
  

  4. At no point was it discussed that it was non-refundalble. Please show proof that *** signed a contract saying it was non refundable. The consumer protection act requires the consumer to  sign and acknowledge there is no refund. 
  
  5. Credits applied? Labour credit for what? The invoice you sent us does not mention this. I have attached the invoice you sent us. How is this relevant?  

  6. I never confirmed the appointment and never saw Luxus that day. He only saw Luxus on the Saturday when he went in on the services. 

  7. *** called two days prior to cancel to cancel . He called and left a message. 
  

  8. You never indicated there was no refund at anytime. It is not my job to pay for your employees wages. We gave you more than 24 hours notice to cancel and at no point did you indicate it was non refundable. 

  9. A company stealing a consumers money is not good service. They scammed us and we will make sure the public. 

  Sincerely,
  
  ************************************************