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:09/01/2022

  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.

  Hi hired Magicshine to detail my car. They had an 8 am showtime, and it was supposed to take 2.5 hours.
  
  So I scheduled some things around the appointment. I figured I had to leave at 10:15am.
  
  Next they texted they would be 15 minutes late, due to traffic. They arrived at 10:19am. I asked if they can do it in 2 hours? And they said, "No, not really." So I told them I'd better cancel then.
  
  Next came loud bellows of "We'll have to charge you," as if they were on time. I said, "No you wont, you're supposed to allow for traffic. Then came the yelling, right in my driveway, I told him to keep his voice down, which he did not.
  
  Then he called me an idiot, and left.
  
  I got a notification that they would charge me a $50 cancellation fee. Really? I don't think so.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Contact Name and Title: Shawn Uphold Owner
  Contact Phone: 4078132079
  Contact Email: [email protected]
  Per our Cancelation policy that the customer signed off on when booking their detail if a customer cancels their appointment within 24 hours of the detail, they will be charged a $50 cancelation fee. The customer received a text notification the day before the appointment and one 20 minutes before the appointment. When we arrived for the appointment at 8:16am customer stated they had to leave by 10:15AM because "He had plans". I informed the customer that the detail was booked until at least 10:30am and that we could not complete the detail in less than two and half hours. At that time Customer became Angry and raised his voice telling us "Well I will just cancel then!!" as i tried to inform the customer that if he cancels, he will be charged a $50 cancelation fee he became verbally aggressive Yelling he would not he will report us to the BBB. At this time, we left and followed thru with our cancelation policy Charging the customer. Once he received the Automated text from our booking software informing him of the charge, he texts us more threats of Writing a review on BBB. I responded with "you did not allow enough time for your detail that is not our issue your detail was scheduled until 10:30. a short time later he Text us again to inform us he filed this complaint. Then Called Later asking if I was who was the "heavy set" guy at his home earlier in the day and when I informed him, I was he then hung up. Customers complaint to the Better Business Bureau is filled with inaccurate information that he himself contradicts and this complaint was a failed attempt to not be charged for his negligence. Our cancelation policy is in place for reasons like this. The business lost money due to the customer making plans during a time he had scheduled us to be at his residents cleaning his vehicle. He could have canceled 24 hours earlier and avoided the charged or simply made his plans later when he already did not have a prior engagement. Magic Shine LLC. Takes our reputation serious and will work with customers as best we can but unfortunately in this case the customer was not willing to even hear what we had to say. Magic Shine LLC will supply texts, emails and GPS records upon request from the BBB.
  
  
  Consumer Response /* (3000, 7, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I see no acknowledgement in his response for his tardiness causing this whole thing. So he can just show up whenever he feels like it, and the customer needs to flex, not him?
  
  He claimed he was 15 minutes late, then it was 16. My driveway cam (with audio) shows 19 minutes late. As for the yelling, he's projecting, saying I was aggressive and was yelling at him. No, I was responding. I was the one telling him to keep his voice down. I don't want a scene right in my own driveway in front of my neighbors. And let's not forget he also called me an idiot. All on audio record.
  
  When I first submitted this complaint, I didn't yet realize that Magic Shine charged me TWO cancellation charges, $50 each, $100 total. I emailed them, saying I highly suggest they at least reimburse one of the charges. Screenshot attached. They did not reimburse me for either of them.
  
  My original report to you, and to that business was presumably to alert the owner to an aggressive, exaggerating, insulting and late employee, so they might do something about it. Then I found out this same guy is...wait for it....the OWNER! Wow.
  
  
  Business Response /* (4000, 9, 2022/09/09) */
  in response to the customer about Magic Shine LLC tardiness being the reason he was charged that is untrue. The customer booked a appointment that ran until 10:30am appointment was booked from 8am until 10:30am he informed us when we got there that he could not honor that 10:30 commitment and needed to leave no later then 10:15. at that time he was informed we could not do the detail in that time frame it take a minimum of two and a half hours. He told us to cancel and following our policy's that he signed off on when booking his detail online if the appointment is canceled within 24 hours of the detail they will be charged a $50 fee. not only did he not cancel he waited until we got there to inform us he did not have time for us that day. Was Magic Shine late yes. but even if we would have been 18 minutes earlier the result would have been the same. The customer did not allow enough time in his schedule for the job to be completed. Also when the customer booked there is a section that informs the customer that a detail could take longer then the scheduled time. As for the 2nd $50 charge that was a mistake by our booking software and was refunded the very next day(see included screenshot) Policy's are in place for issues like these and if we was to refund him we would be going against our policy's and undermining our Policy's and procedures. Magic Shine LLC will not be refunding this customer. We drove 36 miles that took 1 hour and 12 minutes to be told he did not have time for us. Seeing that the only resolution that he is seeking is his money back and writing this complaint was his attempt to get said money back I will not respond to the antagonistic end of his response or the words that was exchanged because both sides raised there voice.
  
  
  Consumer Response /* (4200, 11, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Let me help the owner with a little math, since he not only calls me a liar, but keeps pounding this theme that I did not allow enough time.
  
  Well, he told me when I asked, that the service takes all of 2 hours and 30 minutes. That's why I cancelled. By my driveway camera record, he arrived at 8:19, not 8:15, or 8:16.
  
  So even if I had delayed my departure to the full 10:30, He would have had only 2 hours and 11 minutes to do the job he himself asserted takes all of 2 hours and 30 minutes. Again, this is due to HIS being significantly late, a concept he has difficulty grasping.
  
  So either way you slice it, the cancellation fee of $50, ( let alone two fees charged) is inappropriate, and I will happily pay the $300-ish to see him in small claims court over the $100 he owes me, because I don't like the arrogance.
  
  There is also the issue of his loud yelling in my own driveway, along with calling me an "idiot" with neighbors all around, not to mention projecting on me his unprofessional behavior, as if I were the one yelling, and not him.
  
  
  Business Response /* (4000, 13, 2022/09/22) */
  The customer states in his own complaint he did not have time for the detail. he was booked for at least 2 and a half hours but he only had 2 hours and 15 minutes. had we been on time the same outcome would have happen per our policy that he agreed to when booking his detail. Customer was charged $50 not $100 like he claims. the other $50 charge was refunded the very next day when the mistake was found out. This will be the last Response from Magic Shine Mobile Detail on this matter