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:05/28/2023

  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.

  Took new 2023 ***** **** in here to get ceramic coat on 5/17/2023. Paid ******* and there were a ton of high spot, but the bigger issue of all is ***** ruined our expensive new wrap. Per 3m certified installer, the wrap is destroyed and needs to be replaced do to improper ceramic procedure and or improper product used on wrap. Went to 3 separate ceramic companies to determine issue and each stated damage was caused do to improper ceramic procedure. Seeking reimbursement for wrap as we now have to have wrap replaced and reimbursement to have truck ceramic redone.

  

  Business Response

  Date: 07/03/2023

  We completed a 5 layers Ceramic Coating on customer vehicle and an interior only ********************** on customer on 5/17, per pictures from our video camera recording thats attached. Customer came to pickup vehicle on 5/17 and inspected and loved the job. During that time, we showed the customer a demo of how the ************* on his truck, with a water test and strength test. The customer was happy and finished loading his truck in our shop and left. So,from the video, you can see customers inspecting vehicles inside the building and outside building during completion. Which in the video you can clearly see no damages on it. Now on 5/23 customer had another individual call from ************ about the wrap, saying I messed up the wrap and why I block his friend ************. I told him I hadnt gotten any call from ************. I told him I hadnt gotten any call from customer, and he couldve called my secretary or stopped by our shop where he picked truck from. Customers friend said I put a buffer on wrap on truck and messed up wrap, I informed customers friend we have cameras that can show entire process from time truck got to shop to when he picked truck up, and to please have your friend to bring truck back to our shop because we offer a 14day make right guarantee. So, I called ************ to talk to a customer. He didnt answer, but called back 15 mins later, saying hey ***** you messed up my wrap. I took my truck to my ***** which is a Certified 3M installer and he said you put a buffer on wrap and messed it up. I inform customers that our cameras can verify what I did and didnt do on truck, and he would have to bring truck to our partnering Graphics Wrap location that install wraps. We dont install wraps and customer was very inappropriate with our secretary with sexual jokes so we informed please bring into Graphics install at another shop down the street within the next 14days so we can have a Certified wrap installer look at it and we would go from there. (Theres nothing wrong with the ceramic product, we installed on car or detail), but we cant verify what wrong with Wrap if we cant see it in person. The customer stated my friend will fix and reinstall the wrap and ceramics and I will have my lawyer call you and see you in court and hung up!
  
  At this Point we are waiting for customer to bring in his vehicle or have his Lawyer contact us. The customer now requested money back thru his bank but has refused to bring in his truck for a Certified Graphics installer to look at it. Pictures attached showing how long customer was here looking over vehicle and was happy and loaded his vehicle and left.
  But any using that uses our website and submit their info auto agrees to our guarantee listed below on our make right guarantee listed on *************************************************************************************
  But if a customer refuses to bring in a vehicle, how can we verify anything in person. Our cameras recorded everything and didnt show what he said, and he left happy per cameras.

  So we ended up putting a lien on vehicle under Chapter 44-A, Article 2 and a copy was mail to Flordia and Several tow companies have receive.

  Customer Answer

  Date: 07/31/2023

  Attached is a photo of said truck in prime times shop after ceramic was applied. You can already see in the photo that there was an issue and ***** reassured us that it would resolve itself after a few days. 
  ***** knew that we were in town from ******* and that we were willing to bring it in for him to fix if he split the expenses to get there. We were even willing to take off work for the weekend and lose income. He refused.  
  

  I will happily go to court so that ***** and prime time mobile detailing can be held accountable for their poor work and for damages to our wrap that we have already paid to replace since said incident.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20114826
  
  I am rejecting this response because:

  Attached is a photo of said truck in prime times shop after ceramic was applied. You can already see in the photo that there was an issue and ***** reassured us that it would resolve itself after a few days. 
  ***** knew that we were in town from ******* and that we were willing to bring it in for him to fix if he split the expenses to get there. We were even willing to take off work for the weekend and lose income. He refused.  
  

  I will happily go to court so that ***** and prime time mobile detailing can be held accountable for their poor work and for damages to our wrap that we have already paid to replace since said incident.

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

  

  Business Response

  Date: 08/01/2023

  PTMD Legal team is working with *******'s Recovery team to recovery the vehicle under Section ** chapter 44a article 2. Customer nor his legal team has not reached out to Prime Time Mobile Detailing or our legal team since first conversation. We asked customer to see vehicle per a recorded call where we informed customer entire process was recorded in our building camera system and he hungup. Customer refused to contact us, we have Certified partnered companies that couldve look at customer vehicle to determine what was wrong in Flordia. Since customer removed wrap we cannot ******* If it was something we done or something customer done or even ******* if there was any issue past pictures of damage he took week later after he got to flordia.