Complaints

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• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair 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 have had a horrendous experience with Driver Aesthetic, I am filing this complaint in order to seek rectification for the damage they have done to my vehicle, as well as warn others not to trust their services. My car was originally dropped off for vinyl wrapping service late December of 2021, the total cost charged was ***** dollars. The wrap job was completed, and the car returned. It is important to note that they evaluated the car for damage at the time of intake, and that signed form shows no rear end damage to the vehicle. They provided a 2 year warranty for the wrap, which we attempted to utilize in October of ******************************* the wrap, and other various issues due to their installation. Please note this is less than a year after it was installed and Drivers Aesthetic refused to honor the warranty, stating any warranty work should have been done within the first 30 days, without any explanation as to why the warranty provided to us was for 2 years. They were completely unprofessional in attempts to resolve/mediate the situation and basically refused an acceptable solution for both parties. At this time they also informed me that the person that installed the wrap on my car had been terminated due to poor quality work. This last week I had the wrap removed from my rear bumper and there was extensive damage to the car underneath it, they had burnt the paint with an eraser wheel then attempted body work and primer to try and cover it up. The whole bumper needs to be replaced now and Driver's Aesthetic is unresponsive to my messages and photos of proof. At this point I am left with no other options than to file complaints, and hope this is resolved. Warning to all potential customers, please reconsider doing business with Drivers Aesthetic.

  Business Response

  Date: 12/22/2022

  This customers vehicle was wrapped a year ago, they posted many pictures online posing with the wrapped car over the course of the year.
  
  
  In November they reached out asking for touchups and sent pictures of a few spots that needed attention. We pointed out that those areas appeared to be saturated with dirt, and we may not be able to fix them perfectly but we would do our best. This is consistent with the information we provide to customers and the form that gets signed acknowledging that warranty work must be brought to our attention as soon as it is noticed because if the adhesive gets dirty it cant be properly fixed and a year later new vinyl wont be a color match. The customer did admit that they didnt contact us for at least 8 months after noticing.
  
  
  We offered to re-wrap the car at cost because of the misunderstanding but this customer demanded a refund which was unreasonable because they did not follow the terms of the warranty.
  
  
  This customer and a companion came to our shop and berated an employee whose only job was to give them their keys back for 20 minutes and wouldnt relent. He was trying to explain the above, as we had been explaining in writing, but they continued to interrogate him until he said that the person who wrapped the car didnt work there anymore, which this customer has twisted into that having to do with the work on their car which is flat out untrue.
  
  
  For the next number of days, we had to go back and forth with paragraphs of text arguing minute details of the wrap rebutting their claims that it was not done right [even though they documented their enjoyment of the vehicle online for the greater part of the calendar year]. At one point, when the customer claimed the seam on the trunk shouldnt have been there, the photo she sent from the vinyl manufacturer to make her point had the same seam on the trunk. At that point further communication was unproductive and we had to break communication for mental health.

  Customer Answer

  Date: 12/23/2022

  I had texted the business owner twice and received no response. The car was wrapped last December with a 2 year warranty. I had noticed a couple of things Driver Aesthetic did incorrectly so since I still had the 2 year warranty, I had asked them about everything that was wrong to simply be fixed. 1. The plastic dipped wheels were peeling off. 2. Overheating on parts of the vinyl. 2. The dirt on parts of the wrap that built up over time which the warranty should have covered. 3. The door handles were peeling off Bc of a poorly job of wrapping. I had brought this up to their attention 8 months later which is still in the warranty period. I took the car back and they had advised me they will fix it. Once I got the car back, they put tape over the built up dirt and returned it. They did nothing for the peeling plastic dipped wheels nor the overheating part of the wrap. I was lied to about the warranty. Drivers Aesthetic quoted me $1500 which is half the price I originally paid for the wrap to do another wrap. I simply declined the offer due to the poorly wrap job on my car and took my business to another place. Once the wrap was off which was very easy since it was only 1 year old, this new place noticed some body work being done on the bumper.Driver Aesthetic had done some body work without my knowledge. I also provided the signed documents of my car with no bumper related work. This misdemeanor act of Drivers Aesthetics lying about this and saying its the new places fault is not professional. I would like a new rear bumper. At the time of obtaining my vehicle back after the tapes they placed on my wrap, the workers (2) had informed me the worker who did my wrap got terminated and had lied on his resume he had experience but he didnt. I was also informed they had to redo an another cars wrap due to that worker who got terminated did a horrible job. Not sure why Im being treated differently/discriminated here.