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:08/16/2022

  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.

  Contacted vendor to have them come and assess stains on the roof of my vehicle for removal. The work was to include a full vehicle detailing. Vendor advised that they could come out on 8/6 (Saturday) at 7:30am to inspect the issue for repair and do the work at the same time. ******* arrived on 8/6 at 7:30am. I met him and moved my vehicle from the garage to an open parking lot. He inspected the vehicle and advised that he thought that the stains could come out, but would not be sure until he began working on it. Approximately 2 hours after him working he called me to come see. I went to the the lot and at that time he advised that the stains would not come out because the substance had penetrated the paint layers. He also advised of some other spots with the same substance that he discovered. I asked if he would be able to provide a detailed receipt explaining what he had done, reporting that the spots would not come out, why, and his recommendation (which he said was re-painting the roof and hood of the car). He stated that "yes" he would be happy to provide those details. I instructed him to continue detailing the car. Upon completion of the work, I inspected the vehicle. The fee was $325 and I gave a $25 tip for a total transaction of $350. ******* said that he would be sending me the document later that day. On 8/7 I had not received the document and reached out to ******* to remind him to send the information. He stated "no problem, I will send it later today". Approximately 3 hours later I received a call from ******* stating that his business advisor said that he could not provide anything in writing to me. I expressed that this was the agreement and why I had called the company in the first place. He reiterated that his business advisor said that he could not provide any information. In my opinion this is completely unethical and a lack of fulfillment of what I paid for.

  Business Response

  Date: 09/01/2022

  To Whom It May ******************* style="color: rgb(24, 50, 71); font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif;">
  

  This email is in response to case number ******** in regards to a customer complaint that involved my company A&M Mobile Detail.  The customer requested a full ********************** that included: full interior, full exterior, and an estimate on stain removal.

  
  

  Upon arrival, I was asked about several stains that from the naked eye were hard to determine if they were able to be removed. Half way into the detailing, I called the client to inform her that the stains she pointed out were unable to be removed by my service. The Client then told me to proceed with finishing the detailing. Once the detailing was completed, the client inspected the work, paid and was provided an electronic receipt. In addition I was given a $25 tip and complimented on doing an excellent job. 

  
  

  Once the job was completed, the client asked for an additional written statement saying that the stains that I was unable to remove were caused by the building property where she lives. I informed the client I would need to speak with my business advisor before I could give any statements about an issue that I myself did not witness. I informed the client I would get back to her with an answer about her request .

  
  

  After consulting with my business advisor, I apologized to the client and told her I was instructed to not give such a statement due to me having no knowledge if that was really the cause of the stains on the vehicle. I tried to explain to the client that I would be perjuring myself if I gave a legal statement to her knowing that I was not sure how the stains got on her vehicle. The client was very upset about this and told me she would report me to the BBB. 

  
  

  Best Regards 

  *****************************

  A&M Mobile 

  ************