Complaints

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• Initial Complaint

  Date:01/24/2024

  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.

  Owner ****** detailed multiple company vehicles for our company and we have camera footage of him and an assistant using a pressure washer to clean the INSIDE of our trucks causing water damage to our vehicles flooring and mold. When brought to Rodneys attention for repair, he admitted doing it and offered to resolve until he received the Qoute from 1 of 3 damaged trucks.He claims Qoute is too high and refused to replace damaged carpet and other 2 trucks he sprayed a pressure washer inside of for ***** minutes to clean it, instead of using the proper method of vacuuming and wiping everything down. A pressure washer should NEVER be used inside a vehicle. He said our other 2021 60k trucks are work trucks and he can come wash the damaged carpet and dry it for us and he always using a pressure washer to clean inside commercial vehicles. One of our vehicles has inches of standing water inside the bottom of our matting that the dealership said needs replacement due to moisture and mold concerns. Unbelievable. All 3 trucks now require removal of all matting beneath seats and floors and replacement as moisture or water is very dangerous inside a home or vehicle due to mold and health concerns. Qoutes to replace matting in all 3 vehicles exceed $8,000.00.He refuses to provide us his insurance information so we can repair our company vehicles. Unethical practice, this owner should not be allowed to touch anyones vehicles without insurance.

  Business Response

  Date: 02/07/2024

  Im writing this letter in response to a letter I received on January 26, 2024. I want to thank BBB for the opportunity to allow me to respond to this claim, and I would like to make emphasis that we take our clients' concerns very seriously. The letter is attached.  

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21193271
  
  I am rejecting this response because:
  
  

  It is very disappointing to see a business owner that claims we take our clients concerns very seriously, yet refuse to take the proper professional approach to resolve serious is*** their actions have caused other business owners. 
  
  
  I am not denying that we were previously very satisfied with the quality of work ****** performed on cleaning our vehicles in the past year. If we werent satisfied we definitely would not have him cleaning multiple vehicles multiple times. The first few times ****** detailed our vehicles I witnessed him using a compressor with an air gun to use air to blow out dirt and debris to clean out the inside of the vehicles. After a few detail jobs completed that at the time were satisfactory and watching the process at the time taken to clean our vehicles ****** gained our TRUST. Vehicle detailing can take anywhere from 2-6 hours per vehicle. A business owner myself having multiple tasks to do in a single day and now TRUSTING ****** to do a good job from the first couple details we would hand him our keys and expect the same moving forward. With his company offering a mobile visit we utilized that option to multi task while he was cleaning our vehicles, meaning we are no longer watching his every move on our vehicle now that he has gained our TRUST. 
  
  
  As mentioned previously on JANUARY 08, 2024 ****** and an assistant of his was scheduled to detail 2 of our companys vehicles at our property. I handed him the keys and allowed him space and time to do what we hired him to do to the vehicles that day, clean them. I was busy inside my office multi tasking and running errands on and off the property that day. Therefore now that I at the time TRUSTED *************** to do the right thing and a professional job, I did not watch his every move. 
  
  
  At completion time at the end of January 08 I inspected the vehicles and was satisfied with the CLEANING end result of his detailing. Everything looked clean. I am not denying that the vehicles were clean and fresh from a visual stand point. I thanked him and handed him a check. 
  A few days later on January 12, I did text him a photo of another vehicle and did ask for a price.
  
  
  I almost always drive my vehicles with the radio on to help pass the amount time I spend in them. I just got off a call and was in one of the trucks ****** detailed on January 08 and I was coming to a stop with no radio on due to finishing a call. I noticed a very strange sound of a large amount of water moving when stopping short. After pressing my brakes multiple times I concluded that there has to be water somewhere in my truck as I would hear a good amount of water swooshing when braking. I scheduled an appointment to bring my truck to the dealership that I bring it to for service.
  I explained to them I hear water inside somewhere and need to have it checked. They informed me it would be an extra charge just above $200.00 to have a leak inspection done and I agreed. A few days later ***** from *********************** reached out and advised me that they have tested all weather seals and areas that a leak may occur from weather or anything external and could not find any leak or points of entry. He then resumed to ask me a few questions to help him diagnose this problem as they currently could not find a reason why there was water intruding. He did send me multiple photos and mentioned I had several inches of standing water inside my truck below my floor panel with a brownish color that was inside and that was what I heard moving around. We just needed to figure out how that water got inside when all the weather seals checked out ok. I did mention to ***** that I previously had that truck professionally detailed and asked him if that could cause this. He said no washing a truck should not cause that. 
  
  
  Something didnt seem right and after hearing there no water intrusion from weather I decided to run my cameras to watch what exactly was done when ****** detailed our vehicles on January 08.
  After reviewing my cameras I witnessed ****** actually using a pressure washer to spray my trucks on the inside. All 4 of my doors were wide open and ****** would go inside each door jam and spray water using a pressure washer to clean all door jams. He also resumed to stand on one side of the vehicle inside the door jam and use the pressure washer to spray water across the inside of my trucks shooting the water out the opposite door. This technique went on for ***** minutes per vehicle. This is totally UNACCEPTABLE, UNETHICAL, AND DISRESPECTFUL to our property. A pressure washer should NEVER EVER EVER be used inside a home or vehicle at any time for any reason. Moisture inside of vehicles is very dangerous and will absolutely lead to mold which is a tremendous health concern for myself and my staff that uses these vehicles. Once moisture has gotten inside a vehicle, proper procedures need to take place to remove it and replace anything that is damaged or mold bound. A PROFESSIONAL DETAIL COMPANY should know that a pressure washer should only be used on a vehicle when ALL 4 doors are closed so no moisture gets inside. The proper method to detail inside a vehicle would be to use an air gun and cleaners not spraying water inside. 
  
  
  I immediately sent ****** a text informing him of my findings and advising him he was on camera even though there is a sign posted on our property entrance that the area has surveillance. He admitted to using the water inside our vehicles and apologized and offered to pay for any damages.
  I advised him the 1 vehicle was currently at *********************** and I was awaiting a Qoute. He mentioned whatever needed to be done to make it right he would have insurance pay it or possibly pay out of pocket. 
  
  
  I advised **** that we now have confirmation that the water is in the vehicle from the detailing of the company hired and asked for a Qoute. When the Qoute was sent to myself I forwarded it to ******. I also saw on our cameras that the second vehicle he detailed on January 08 was also sprayed with water on the inside as well. I then inspected that vehicle after I spoke to ****** about the **** and confirmed that the Matt ********** the flooring was soaked and has been damaged by the water, it also now has a unpleasant moldy smell to it. The second vehicle is a landscape truck that does not have carpet, however below the hard surface is a padding just above the metal frame for cushion below the matting. This cushion is factory glued to the bottom of the truck matting and can not get wet. It is the same type material used below carpet inside homes. Basically it can not ever get wet as it is indoor material only. Now is is soaked and actually sticking to the metal frame instead of pealing right up. 
  
  
  Once I discovered the 2 trucks ****** detailed on January 08 have water damage I began inspecting all vehicles he has recently detailed the past several months. I confirmed a 3rd vehicle he detailed last fall 2023 had soaked padding below the matting as well and was damaged. I have multiple commercial almost brand new vehicles. This is a tremendous problem and can cause health concerns for our employees.
  
  
  Ford and ***** both confirmed that these mattings need to be completely removed which requires removing all seats and center consumes, deodorizing and cleaning to prevent or remove any mold spores before installing the new factory matting. Basically the interior inside has to be completely torn out, cleaned and reinstalled with new matting for the floors where all the moisture is from ****** spraying a pressure washer inside of our company vehicles. 
  
  
  After I sent the Qoute to ****** and advised him that the other 2 trucks are also damaged from his irresponsible actions, he immediately argued that Fords price was too high and he wanted to have a dealership he works with give a better price. He went on to over talk me and say that the other 2 trucks are WORK TRUCKS and it is ok to spray water inside them and refused to pay for replacing the damage done by his company. He did offer to come and remove all matting himself in all vehicles wash them, scrub them, dry them and reinstall. I immediately declined for the following reasons:
  The inside was already damaged and can not be cleaned. Once they are soaked they need to be replaced as it is indoor materials not made to withstand moisture at all.
  After putting my trust in *************** to do a professional job, I no longer trust ****** or anyone he recommends to work on our vehicles. It very obvious that he is refusing the accurate Qoute from *********************** and demanding we use his dealership so he can benefit from whatever discount they provide. We would have to also run the risk of an incomplete job done to keep his price down.
  These vehicles are our company property and it is important to us that we protect ourselves and our employees from any concerns. This needs to be done correctly with no corners being cut.
  This is what insurance is for, when a company makes a mistake or has a loss they pass the information to their insurance to remedy the damage and protect the business from a lawsuit for damages etc. 
  After spending time explaining all this to ****** only to conclude that he is not attempting to provide his insurance information to us to assist us in paying for the damages he did to our property while serving them on our property on camera I did advise him there is nothing more to talk about. I waited almost a week before unfortunately having to get my insurance involved to get these vehicles repaired and back to being safe for our company to use them. 
  
  
  I no longer trust ****** to do the right thing, he is only out to resolve this for whatever is the cheapest way out even if our vehicles are not repaired properly. I also do not trust whoever he is suggesting for us to trust to repair our vehicles so he can get a discount. 
  ****** seems to believe that we are out to ruin his companies reputation by posting a review online about this horrific experience. We are *********** share our experience with your company only as we are only stating facts about your service provided. He obviously doesnt need our help in ruining his REPUTATION as a good business owner would do the right thing in this situation and involve their insurance not only for us but for their own dignity and protection from liability.
  
  
  ******* unprofessionalism to threaten to *** us for being vocal about him not helping us resolve the damage he caused by his negligence. If anything we should be suing  him for our costs:
  
  
  Repairs to vehicles 
  Downtime on vehicles damaged
  Health concerns.
  
  
  We are definitely not benefiting from this, we have a $1,000.00 deductible for each vehicle as we have been forced to use our insurance.
  We had our attorney send ****** a letter demanding his insurance information per ** state that he refuses to provide. $360.00
  
  
  Our insurance company does have our video footage of ******* actions and will be reaching out to him for reimbursement for everything. So they have informed us to refrain from a lawsuit at this time until they finish their attempts. ****** if you feel you can *** us for posting our experience with your company online and your poor handling of this important situation then you are more than  welcome to try. 
  
  
  We trusted you with our vehicles, and it is very disappointing and sad that you choose to look out for yourself instead of doing the right thing to resolve this.
  
  
  BBB thank you for your time on this matter but at this point since ****** has forced us to place this on our insurance there is no longer anything you can do but close this case in our favor. ****** did not resolve this properly or professionally.
  Please advise if you have any questions. This is now in our insurance companys hands. 
  
  
  
  

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

  Extreme Cutz LLC