Complaints

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• Initial Complaint

  Date:01/31/2024

  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.

  On 08/31/23 I got ceramic, chrome delete, & a clear bra with Finishing Glow for $1,700. When I picked up the car **** stated he was not happy with how some of the work came out and did not have the right equipment to finish it. We agreed he would go to my house on 09/10, to finish/correct the car. He did not respond to my text or show up. Shortly after I started noticing the poor-quality of work. The ceramic & chrome delete is cloudy with swirls and scratches. They did not apply the ceramic to the back of the trunk or the roof. The bra is bubbled, creased, and uneven. The taillight and bumper are bubbled appearing it was burned. After having the car looked at, I was told the plastic on the bumper and taillight were burned and they would both need to be replaced. The ceramic and clear bra will need to be removed, wet sanded, buffed, and a paint correction will need to be done. I decided to request a full refund as it was going to cost me quite a bit more to repair and have my car re-done correctly. When I addressed **** with my concerns, he cussed at me and said it was not a big deal although he agreed the car did not come out correctly. He also called me a lair, a racist, insulted the value of my car, and accused me of photoshopping the pictures. He then said he would like to see the car before agreeing to anything. I arranged to take my car to Chads shop on 01/18/2024. I confirmed the appointment with him 01/16. When we arrived at his shop **** was not there and his son said **** would not be in until 3:00 or 4:00 that day. I sent him a text because he was not there as agreed, as this was the 2nd time he has not kept our appointment. He replied that I should have made this a priority. I would like to try to resolve this before filing with civil court. I will agree to a full refund. If I do have to file a claim, I will request the total cost to repair the car. I have pictures and videos of the car and screenshots of all the text messages if needed.

  Business Response

  Date: 02/01/2024

  ******,  We here at Finishing Glow Auto Detail always put customer satisfaction 1st. And don't mind redoing the work. With over 20 years of experience I can guarantee top quality. With over 100 ceramic coating completed and over **** PPF jobs done we know exactly what we are doing. We are Experts in this filled. I assure you this is the 1st car EVER that Has come back for ceramic. ****** We have known each other for over 20 years and are basically family. So I'm not understanding your approach. We will redo the work "FOR FREE" The $1700 that was changed was Discounted by over $1500 because you are family, but I guess this is why they say don't mix family and bessniss. You came to me so you could save money being that the services are pricey, and after Agreeing to such a large discount this is the thank I get smh. This is the 3rd car we have done for you So I would say the concern for further damage shouldn't be a concern at all. After such a large discount I can not offer a refund but a redo is appropriate in this case. 

  Customer Answer

  Date: 02/01/2024

   
  Complaint: 21227145
  
  I am rejecting this response because:

  I have provided you with 2 opportunities to come to an agreement for you to correct the work and address my concerns.  You have not respected my time by not following through either time. Per your own words, which I have in a text message, you had other obligations. You also stated, maybe you should have made this a priority.I had to request a day off of work, your shop is a 48-mile, 2 hour round trip commute.I did make this a priority and you have already proved correcting this issue in a professional manner is not a priority or an obligation to you.

  I am not comfortable doing further business with you after being cussed at and accused of being a racist and a liar. I looked at your reviews online and you have no problem disrespecting and cussing at women. For example, you called one customer a mouthy b**** and told another woman, she knew nothing about cars.

  In regards, to you stating you are an expert, can guarantee top quality work and having over 20 years of experience, you have not explained the horrible work and damage that was done to the car. The quality of work was not up to the standards you claim to provide to your customers. Is it because you keep stating you gave me such a great deal, you did not feel you had to put the effort into it? At the time, I trusted you had given me a good price, however, after doing more research, you charged me about average. I received quotes from highly rated shops that would have charged about the same price I paid you, some a little less, some a little more.  I wish I would have not trusted your word and it is a ****** learned to always do research, especially with larger purchases.As far as the 20 years of friendship you keep referring to, you are a mutual friend of a family member and I do not understand how this is relevant.

  I can only add have attached the text message string to this reply to show I tried to resolve this in a professional manner and you attacked me and my character. I do not trust you will change your behavior and do not feel safe or comfortable doing any further business with you. If you do not agree to a full refund my next step is to file a civil suit for the full amount to repair the car, my mileage, the hours I missed from work, and court fees.  
  
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  Business Response

  Date: 02/08/2024

  ****** at this time we will not be issuing a refund. As spoken in previous discussions,
  we feel that a reasonable Outcome will be for us to redo the work.

  I am confused when you say that I have not shown up for 2 opportunities to get to the bottom of this. The first opportunity in question, if you recall. I was invited over to your house for a Bronco VS Raiders game, I had no clue that there was an issue with your service and didn't know that I was coming over for reasons related to your vehicle. The first I heard of there being an issue was early January when I received your text messages to resolve your issues. Second time you speak of I was there at my shop waiting for you and you were a no call, no show.

  We have had disgruntled customers in the past that have left reviews, and just to clear the air I "*******************" always put my best foot forward. And practice good customer service rather a customer is pleased with our work or not. I'm pleased to inform you. That both employees That had been involved within those Reviews were released from their duties after we became aware of there negligence towards our customers. I am not in the business of referring to women as "mouthy bitchs"

  As for the discounts in which you received. You say you have gotten quotes for around the same price. I would be worried of what you are receiving for that price being that the work done on the vehicle and services in question easily come in at 3 thousand dollars Your quotes do not include color correction, chrome delete or the tail lights being tinted.

  This was the third vehicle we have done for you. With the work being to your standards, I don't believe a person would return a third time had they not previously been happy with the work that they've received. Those services were also heavily discounted. Both vehicles came in for a chrome delete, black vinyl wrap to the roof, as well as tinting out the tail lights. The second vehicle the *********** We did the grill on a later date for free just because of our relationship. Chrome delete by itself on an average done in majority of shops around ****** will charge you $450  alone. I believe you were charged $450 for all 3 services. The services done on the first 2 vehicles would have easily cost you upward of $1000 a piece. The discount on these 2 vehicles did not prevent us from performing our duties correctly. I'm a little confused by your comments on saying that the discount prevented us from giving good quality?

  In closing you have received over $2000 in discussions. If you would like for us to redo the work we would be happy to. Thank you

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21227145
  
  I am rejecting this response because:

  I have provided you with three opportunities, including the initial appointment when I hired you (08/31/2023, 09/10/2023, 01/18/2024). Due to your unprofessional responses, I will not provide you with any further opportunities to fix the car.  

  In response to your reply:

  1st opportunity 09/10/2023: When I picked up the car on 09/02/23, you stated you were not happy with the chrome delete around the windows because of the chrome still showing. You stated that the clear bra on the headlight was cloudy and bubbled and if it did not clear up by 09/10/23 you would re-do it. You even provided me with the clear bra cutout and said to hold on to it until then,which I still have. You also stated that the equipment to cut out the clear bra for the side mirrors was at your shop on Havana and you would finish that on 09/10 as well. And yes, we also did say we would watch the Raider/Bronco game.

  2nd opportunity 01/18/2024: We agreed to early afternoon. My brother-in-law text you at 1:24 and said we were on our way. You did not respond. When we got there about 2:00, your son said that you would not be in that day until 3:00 or 4:00.My Lexus has GPS tracking and can prove I was at your shop at that time. When I text you, you stated you had other obligations. I did show up and you were not there as agreed.

  In response to the section regarding reviews: You have multiple reviews regarding you being rude and disrespectful to customers. You can deny or shift blame on these, however,I have your unprofessional and disrespectful responses in text messages. These messages prove you did not put your best foot forward with my situation.

  In response to the section regarding discounts: I have estimates in writing from highly rated shops that dispute what you are claiming about the pricing on the services in question.

  In response to the two prior vehicles that you worked on: You are correct, you provided some minor services on a Camry and a ********* and it was not equivalent to the work requested on the Lexus. You did not do a ceramic coating or clear bra on either of those two cars. Bringing this up is irrelevant, as the major concern I have with the Lexus is with the ceramic coating, the clear bra and the damage. To clarify,you did not do the grill on the ********* you only did the logo. Yes, you did do it for free and it took you about 10 minutes. Again, this is irrelevant, as you are diverting from the real issue on the quality of work done on the Lexus.

  I do not plan to return to your shop for any services going forward.
  
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  Customer Answer

  Date: 02/09/2024

  Good morning.

  I responded to the business' response. I did not accept his offer of re-doing the car, however, I am going to move forward with a civil suit at this time. I am ok if you close out this complaint on your end. Is there anything else I need to do? 

  Thank you for your help with this matter.

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