Complaints

This profile includes complaints for Ziebart's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ziebart

  150 S Madison Ave Greenwood, IN 46142-3573

  
• 

  Ziebart

  710 US Highway 31 N Greenwood, IN 46142-3935

  
• 

  Ziebart

  8998 E Washington St Indianapolis, IN 46219-6837

  
• 

  Ziebart

  6155 E 86th St Indianapolis, IN 46250-3641

  
• 

  Ziebart

  520 Sagamore Pkwy S Lafayette, IN 47905-4729

  

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:06/11/2025

  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 6/10/25 my mother brought the car that's in my name and her name to have her gold yearly renewal done on her car that i told her not to buy because when i bought my wife's brand new car i had the same issues. Issue one is that they unplugged the dash cam in the car and deleted all the stuff on her camera. The camera shouldn't have been touched you ask the customer to unplug the camera you don't take it into your own hands to unplug the camera. Second was all the work that was supposed to be done to her car none of it was done we took it to the * ********** location where it was confirmed that it wasn't done right. Third i really don't appreciate when I'm expressing how upset i am about the situation i get hung up on, and have to call back. The camera had to be taken to be reprogramed at the place we purchased it, and there was footage deleted that we needed. We have given this store so many chances to do this right and they keep messing up. I ended up ordering a new camera because we cant get it to work idk what they did to it but it isn't working right and its a Memento M8 and they are $400

  

  Business Response

  Date: 06/16/2025

  Good morning, 

  As explained by our customer service department during your communication with them, the dash cam was unplugged when pulled into our facility, as is our standard procedure.   Nothing was done to delete any data or to format the ** card.  

• Initial Complaint

  Date:06/06/2025

  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 May 23, 2025, I had a windshield tint installed at the Ziebart location in ***********, ****. My 2019 Subaru Forester was dropped off after hours on May 22 and picked up around 3 PM on the 23rd.Immediately upon entering the vehicle, I noticed fresh scratches/chips on the existing tint of both the driver and passenger side windows, damage that was not present at drop-off. I returned to the shop right away. An employee (****) initially acknowledged the scratches and suggested they may have been caused by a tool during installation. However, after consulting with another staff member, he reversed his position. A manager (****) then dismissed my concerns entirely and insisted the damage was pre-existing, despite there being no mention of it in the shops pre-inspection report.The business has refused to take responsibility, citing that their tools would not have touched the side windows during the windshield tint. They later speculated the damage may have been caused by seatbelts or jewelry, which does not match the location or type of scratches, nor the timeline.I am a repeat customer. ********************** installed the tint on my side windows over a year ago. I take excellent care of my vehicle, and the damage occurred during this service visit. I am requesting that Ziebart repair the damage to the driver and passenger window tint.

  

  Business Response

  Date: 06/16/2025

  Good morning, 

  As explained by our customer service department, ****** initial acknowledgement of chips in the tint was because he was under the impression that it was fresh tint we had just installed during that appointment.  Once he looked at the records he realized that was not the case and that we had only tinted the windshield and had no reason to touch the side windows.   I have reviewed the photos that you provided and the images do indicate some sort of impact that has put chips into the film.   The is most frequently caused by the seat belt and/or jewelry which does indeed match the location and types of chips shown in your photos.  

• Initial Complaint

  Date:06/04/2025

  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 Friday, May 30th, my daughter took her 2010 Mercury Mariner to your ***********, ******* location for an interior detail, fabric protectant, and exterior wax. While speaking with ********** they agreed to look at removing scratches from both the driver front door and passenger front door ONLY . He looked at the interior as well as said that because it was in good condition, he would also discount the interior detail cost. He stated that removing scratches from the two doors would be $100 each. When my daughter was called to pick up the vehicle (very near closing time), she went to her vehicle and noticed that the scratches were not gone. When she asked about it the female worker stated, let me go fix the silly boys mistake. She took the vehicle for about 5 minutes and when she brought it back some of the scratches were gone but there were still scratches visible. When my daughter asked about the remaining scratches, it was stated that there were some that were too deep. She was then told that they went ahead and did the scratch repair to the hood since they couldnt get the scratches out of the doors. She did not ask for the hood to be done, nor was she asked if that was acceptable. This was not what she asked to be done and did not agree to have this done since the scratches around the doors were too deep. If the female could work on the door scratches and remove some of the scratches in 5 minutes, it stands to reason that if they had actually taken the time to do the job properly (or at all) that the $200 she paid for scratch removal may have proven cost effective. My daughter, at this point, had not even seen the interior of the car and the location was closing. Once she got in the vehicle, the seats had a protective plastic covering and she was told not to remove them for a while. The dash had dust on it, as if it hadnt been touched.The remainder of the initial email is included in the photos.

  

  Business Response

  Date: 06/16/2025

  In reviewing our records, it appears as through Ms. ******** contacted our customer service team regarding her concerns on 6/3 and an offer was made to reprocess the vehicle to address any issues or concerns they had with the original service.  It looks like Ms. ******** scheduled an appointment and vehicle was brought back in on 6/9. 

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response does not completely resolve my complaint.  I, personally drove one and a half hours (one way) to pick up the vehicle, return it to the Ziebart location, wait over 2 hours), return the vehicle to my daughter at work, then drive another one and a half hours back to my home.  I find it completely unacceptable to expect a customer to have to go to these lengths to get the services that were paid for at the expense of $714.98.  It is clear that the initial work was incomplete and unacceptable, and I can  only imagine the amount of customers that have been ripped off by this Ziebart locations. The vacuuming was complete this time, the greasy film was removed from the dash, but there are still stains in the seats that were not there previously (water staining), and there are still many scratches.  It is a shame to me that a company is allowed to operate in this manner and their only resolution was that the vehicle needed to be returned, which was a huge inconvenience to us.  My hope was that they would refund a partial amount of the total paid.  A partial refund was not even considered and again, they would not budge on standing behind their work.  It was us, the paying customer, that was forced to make the effort to somewhat correct their incompetence.  Very disappointing and not an acceptable way to operate a business. 

  
  Regards,
  
  *** ********

  
  

• Initial Complaint

  Date:06/01/2025

  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 am disputing a charge for a paint protection film installation performed by Ziebart on 1/27/2025 due to what I believe constitutes fraudulent practices. The service provided was grossly substandard and did not align with the promised quality or industry standards. Specifically:1.The edges of the film were lifting, indicating improper installation.2.Air bubbles were left underneath the film, further demonstrating poor workmanship.3.The film was not applied as a single piece as typically expected but was instead cut into multiple smaller sections, leaving parts of the car unprotected.4.The film itself had scratches upon installation.5.Dirt was visibly trapped underneath the film, which should have been avoided in a clean installation process.The result is not only an unsatisfactory product but also a failure to deliver the service I paid for. I have photographic evidence documenting these issues and am happy to provide them upon request.Given these circumstances, I feel the service I received was misrepresented, and the charge should be reversed. Additionally, as I will need to have the current film removed by another shop to install a new paint protection film, I am incurring further expenses to correct this situation.Please let me know if additional information or documentation is required to support this dispute.

  

  Business Response

  Date: 06/02/2025

  Good afternoon, 

  We are aware that you have in fact already disputed the charge on your credit card.   In that correspondence you provided with clear instructions on how to proceed and you have not yet done so.   

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I would like to clarify a few important points:
  1. I have already taken my vehicle to another shop and paid out of pocket to have the faulty paint protection film removed and reinstalled. The installation performed by Ziebart Bloomington caused physical damage to my vehicle, including scratches on the sensors and torn rubber around one of them. Given the damage already done, how could I possibly trust the same shop to touch my car again just to risk further harm?
  2. The response I received from Ziebart was vague, grammatically confusing, and entirely unhelpful. It did not offer any clear resolution or take responsibility for the damage caused. I find this dismissive and disappointing, especially given the serious nature of the issue.
  I am no longer seeking any service from Ziebart only a full refund of $275, which is a fair and reasonable request given the damage, the inadequate quality of service, and the additional costs I had to cover. I ask that Ziebart stop deflecting responsibility and provide a straightforward answer: will they refund the amount or not?
  
  Regards,
  
  ****** ****
  

  

  Business Response

  Date: 06/16/2025

  In response to your "clarifications" 

  1) The dispute on your credit card was submitted in February, and a decision finalized in May.  Throughout the 4 months of challenges and rebuttals not once was it mentioned that the vehicle had been taken elsewhere and the product removed and replaced.

  2) The response to the credit card dispute was "We have never been contacted by the customer, outside of the dispute, regarding any problems with the product or service.  We have never been given the opportunity to see (in person or even photos) and validate that the allege problems are present.  If the customer would like a refund, he will need to schedule a time to allow us to remove the product.  We are not agreeable to issuing the the refund while allowing him to keep the product on his vehicle."   I am unsure what is "vague, grammatically confusing and entirely unhelpful" about the statement and position that was provided. 

  You state that the response did not offer any clear resolution, which is false. 

  You go on to state that we did not "take responsibility for the damage caused".   Again, we have not seen this vehicle since January when the service was provided.  We were only notified of any alleged problems when the credit card was disputed.  With that said, no we did not (and do not) accept responsibility for anything based on a verbal statement alone.  

  Customer Answer

  Date: 06/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  I would like to clarify the following:

  1. I am not using your product. The film has already been professionally removed and replaced by another shop because of the poor workmanship and the physical damage caused by your installation. I am not asking for a refund while continuing to use your service that claim is completely false. If needed, I can provide the receipt from the new shop.
  2. Your statement that I never provided evidence is simply untrue. I uploaded multiple photos showing the damage to my vehicle, including scratched sensors and a torn rubber ring, directly to this BBB case. If you chose not to review the evidence that was publicly available to you, that is not my fault. I can also provide timestamped originals if necessary.
  3. Claiming that this BBB complaint is not direct contact is disingenuous. This is a formal, documented complaint through an established platform for consumer-business communication. It is a valid and traceable form of contact.
  Frankly, your continued denial of responsibility and refusal to acknowledge the damage done to my vehicle is unacceptable. I am not required to bring my car back to the shop that already damaged it in order to prove the problems. That suggestion is not only unreasonable, it shows a complete lack of accountability.
  I am standing by my request for a full refund based on the facts, the evidence, and your unwillingness to properly resolve this matter.

  Additionally, I find it extremely misleading that the business accuses me of not reaching out to them directly, when they themselves never made any attempt to contact me, either after the service or after receiving notice of the dispute. If the business truly wanted to resolve this matter, they had every opportunity to contact me through the BBB platform, the dispute process, or any of the contact information associated with the transaction.
  It is unfair to shift the full burden of communication onto the customer while showing no initiative or accountability on the businesss end.
  
  Regards,
  
  ****** ****

  
  

• Initial Complaint

  Date:04/29/2025

  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 paid to have my truck undercoated. Rustproof diamond gloss, they did not do the top. I took it back and the manager did agree that it was not done. Asked me to bring it back further inspection. I pulled the taillights out of it. Notice there was no rust proofing done on the inside of my bed. And they said, that's the way they do it. Trip number two back to the shop show the manager, no rust proofing sprayed inside the bed. He did agree again. This was not done.Again I had to leave the truck 2 more days. Get a ride there. Get a ride home pay for it out of my pocket change. My work schedules if I did not catch the rust proofing, not done. My truck would have rusted out five or ten years.And I would have been ondering why that is just wrong all the way around. Paying for something that you did not receive. What if I did not catch it to me? This is just theft against a customer. Theft against a company If you're getting paid for a job, you did not perform.They did make it right the second time, but like I said, what if I did not catch it? And it was a big inconvenience, and more money out of my pocket. I would like compensated for my time change in my schedule. It's in the **** rides there and back all they could do is write me a letter saying it was handled and we do apologize, that is unacceptable.

  

  Business Response

  Date: 04/30/2025

  We are sorry to hear that you are unhappy with your experience with one of our locations and that you are disappointed with the response from our customer service team. 

  It is unfortunate that areas were missed while processing your vehicle.  That is certainly never done intentionally, but we are human and mistakes do happen from time to time.  As soon as we were made aware of any concerns with the service we acknowledged that we made a mistake, we apologized for that mistake and we corrected that mistake all of which you have acknowledged her, in your correspondence with our customer service team and in your ****** review.  

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *** ******

  This still does not compensate for my time/and Aggravation of not having my truck for the second time changing my work schedule

  and more out of pocket expense /to drop off and pick up  for **** rides/ and i just don't see how one forgets to do half of the work

  one thing sure I could see that. but what was not done on mine/come on!!! I my self have be in the automotive  service field for  41 years

  this is just not acceptable service. Work and service like this is what gives the automotive repair facilities a bad name

   i am a current customer here since 2013 this is the third Vehicle  that I have in the yearly contract with you.

   

  
  

• Initial Complaint

  Date:04/07/2025

  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.

  Issue: Remote Start System Installation and ************** Fee I am writing to formally file a complaint regarding the service I received at Ziebart, located at **************************************************************************, in connection with a remote start system installation on my 2015 *** ****** LX. After the installation, my car experienced a starting issue, where the brake light remained on, and the vehicle would not crank or start. Upon researching, I found that this issue was related to a recent *** anti-theft update, which has been reported to interfere with aftermarket remote start systems. When I reached out to Ziebart for assistance, I was told that I would not have to pay for the issue because I have a lifetime warranty when I came back to retrieve things from my car i was told by another employee I have to pay an $85 diagnostic fee to fix the issue, even though I was not requesting new work, just assistance with getting the system they installed working again. I asked if a reset or reprogramming could resolve the issue, but Ziebart refused. Instead, they gave me an ultimatum to either pay the $85 fee or have the entire system removed. I believe this is an unfair charge, considering the circumstances. The system was installed by Ziebart, and the issue seems to stem from a compatibility problem that has occurred due to a software update from the manufacturer. After speaking to the manufacturer they stated that they dont touch 3rd party work after Ziebart employee told me that the manufacturer has rewired their software. I am requesting that Ziebart waive the diagnostic fee and address the issue fairly, as it appears to be an installation or compatibility-related problem that should be covered under their responsibility. I have also reached out to Ziebart corporate but have yet to receive a resolution. I would appreciate BBBs assistance in helping me resolve this issue. Due to me missing work and emotional distress 4/7/2025 LynDaisha ***** ************ ********************

  

  Business Response

  Date: 04/18/2025

  While the remote start system that we installed does have a lifetime warranty the problems that were being experienced are not related to the remote start system itself.  Several *** and ******* vehicles had a security recall.  The repair under this recall did have the potential to cause the remote start to stop working, however this was not a remote start failure but a direct result of completing the recall on vehicle itself which is why there is a cost associated with getting the remote start reprogrammed

• Initial Complaint

  Date:04/04/2025

  Type:Sales and Advertising 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 purchased running boards for my new truck and had them installed by Ziebart of **** on April 1st. I dropped my Truck off in the morning per their request and when I picked up later in the afternoon I noticed they had damaged the paint on my right rear door. I pointed out the damage to the store manager who did not want to accept responsibility for the damages they caused while my truck was in their possession. I fortunately took photos of my truck before dropping it off with time stamps at ******* which proofs their was no damage on my truck before they installed the running boards. I submitted pictures to their customer service email per their request. However I'm getting the run around with them. I will be getting estimates for a repair and would like them to pay for the cost to fix it.

  

  Business Response

  Date: 04/18/2025

  Our customer service department has been working with Mr. **** to come to a resolution. I believe they have now reached an agreement 

  Customer Answer

  Date: 04/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, we have came to a minimal resolution. I'm not completely satisfied with the final outcome and think the company could of offered a bigger discount on product I purchased since I had to repair damage done to my truck myself.
  
  ****** ****
  

• Initial Complaint

  Date:03/28/2025

  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 think being charged ***** for inspection is to much your prices keep going up i will stop having my vehicle done by you.

  

  Business Response

  Date: 03/28/2025

  Hello, can you please provide me with the location (city & state) of the Ziebart location you had service done with.  

• Initial Complaint

  Date:01/06/2025

  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.

  Paid for a remote start and took it back twice and it still isnt working. manager very rude and I told him I was going to report it to their home office and he said go ahead cause they got my back. Each time I took it back it still had the same problem. when I called again. He tells me to bring it back and I told him Im not going to keep bringing it back Because theyre not fixing it. He stated I can forget about getting my money back because thats not going to give it back. They are a rip off.

  

  Business Response

  Date: 01/06/2025

  Good afternoon *** ******, 

  I am sorry to hear that you are having issues with your remote start system.  I can see that you purchased a remote start system on 11/13/2023 and that you were in our Fairborn location twice recently to have it diagnosed and repaired.  In reviewing the service records it does appear as though the system was working when it left our facility both times.  The system has a lifetime parts and labor warranty so if it is not functioning again we will be happy to take a look.  The system however is not refundable.

• Initial Complaint

  Date:08/08/2024

  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 08/07/24 about 9:15am I had my POA drop my 2024 ****** Outback off at ******* located at *****************************************************************************. Phone number ************. A part of my new car purchase, I had 1 per year exterior Diamond Gloss *************** took it in. Then chose to pay out of pocket for additional Detailing interior $236.89. I Ubered to work and then Ubered back at about 5:15pm and picked up the car. Once I got the car &me and reached up to close the sun roof I saw dirty surfaces on the control plastic surround. Then when I went to unclick my seat belt & saw there was garbage, napkin, straw, crumbs, & a pair of sun glasses between the seat and center console on the driver's side and the passenger side. There is crusty dirty area around the volume control. The car does not smell clean. I called Zeibart about 9:30am on 08/08/24 and spoke to a man named ****** who told me to bring g th car back in before they close at 5:30pm. I did and he came out and agreed the items where there and clearly not cleaned. Then we went back inside and a ***************************** approached me and asked to see the car so I took him back outside and he leaned in and I pointed out the above mentioned unclean areas and he said he believed it was "almost clean" and he said he said they had gotten "98% of the work right" and he said that " you need to u derstand humans are involved". He said " we do not give refunds at Zeibart" I offered to pay for what I can see was done..a wipe down and vacuum but I should not be charged for a "detailing" of $252.99 that he admits wasn't completed. He said he could take my car back a 2nd time and "finish up the work". I told him again I wanted my money back. He handed me a card with his name, *****************************" handwritten and the email address to customer service as *************************** When I asked for a phone number of his boss or the store owner or manager he said " there isn't anyone above me". I took the card & left.

  

  Business Response

  Date: 08/09/2024

  We are sorry to hear that you are unhappy with your experience at our *************** location.  When you returned back to our location it was fully acknowledged that a few minor items were missed.  These issues could have been addressed and corrected in a matter or minutes had we be given the opportunity, however you denied that request. 

  In reviewing your invoice I see that you purchased our "Annual Renewal Package 1" which includes:
  - Interior Detailing (vacuum &shampoo all interior fabric, hot water extraction, fabric protection &leather conditioner, cleaning of the dash, console, glass and trim) 
  - Interior Sanitizing
  - Engine Compartment Cleaning
  - Windshield Treatment
  Individually these services cost approximately $410, but as part of your maintenance program they are packaged at $230.  

  During the interaction it was clear that you would not be happy with anything other than a full refund, which we do not find to be justifiable based on the services provided versus what you have expressed dissatisfaction with.

  Detailing is not typically refundable, as it is a service, not something we can simply take back.  With the package discount factored in, the cost of your interior detail was $112 ($199.99 with a 44% package discount) and as the store management indicated 98% of that service was completed correctly and we were fully willing to address the minor items that were not, but that offer was refused. 

   

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  In their statement response to my complaint ID ******** they admit the detailing was not done and this is proven when they stated that they offered to take it back to the shop a SECOND TIME to finish what was not done.  The carpets were not shampooed as shampooing them would have included vacuuming out the space between the seat belt and the center console which was full of sun glasses, straw, crumbs and napkins.  This area was not vacuumed, sanitized, or shampooed.  They had my care for over 8 hours.  Of course I did not trust them to touch my car again nor would anyone.  The companies choice to lower their fees has nothing to do with the price I was quoted for services that I was promised but not given.  I have a car that smells and looks dirty and I paid for that.  They admit they didn't do the job.  I think this is pretty clear that a refund is due wether partial or complete.
  Regards,
  
  *************************
  

  

  Business Response

  Date: 08/15/2024

  While we have acknowledged that a couple items were missed, the vehicle was vacuumed, it was shampooed, and it was sanitized.  A few items that were wedged between the seat and the console were missed.  We do not remove the seats when we detail a vehicle.  This area gets blown out and any debris are vacuumed up.   As far as any "smell" is concerned, it was explicitly requested not to use anything with a strong smell when the vehicle was brought in.  However, the vehicle did not smell or look dirty when it left our facility.

  Its also been brought to our attention that you recorded the interaction.  I see you have not mentioned or provided that recording, however it has been described that our employee remained calm and professional while you continued to yell at him.  

  Our package discounts and pricing is absolutely relevant when you demand a full refund, but a significant amount of the cost you paid is unrelated to what you've expressed dissatisfaction with. 

  While detailing services are not refundable, and this could have been easily resolved in a matter of minutes had you allowed it, you stated our employee described the job as 98% complete in reference to the interior detail specifically.  The proportionate cost of the interior detail with package discounts taken into consideration was $112.  For arguments sake, we will expand that and say 10% of the the job was incomplete and authorize a refund of $11.20

  Customer Answer

  Date: 08/16/2024

  Better Business Bureau:
  
  The service included the vacuuming of the area in between the seat and the center console where the seat belts are located.  Those ARE areas that were included as they know.  They did not vacuum, shampoo, clean, or sanitize that area and we know this because the garbage, crumbs, napkins, sunglasses, and straw was in there on both driver and passenger side. So if they did not do THAT area how am I to be confident ANY of it was done?  I did NOT tell anyone to avoid any smells.  That was never said by me.  They admit REPEATEDLY to not doing any work on the areas I mentioned above and THEY admitted to NOT cleaning the plastic around the buttons on the celing.  The plastic on the middle console and the k**** to the radio were dirty. i PAID FOR A DETAIL CLEANING AND THEY DID NOT NOT do a DETAIL of the vehicle and they clearly admit that. They admit that they did NOT complete what was paid for yet they continue to refuse a refund of any kind.   It is clear they did sub par work and admit that.  Their solution is to take my money for work they did not perform and their solution was to try again.  I would not trust them with my vehicle ever again nor should I be expected to when they clearly admit to not completing the job in the EIGHT HOURS or more they had the vehicle.  If you have ever had a "detailing" done you understand it's not just a wipe down and partial vacuum and it certainly shouldnt cost what this did! 
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
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