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:08/08/2022

  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.

  8/2/22 I paid Tyler C******, owner of Between The Lines Detailing, $360 to detail my 2014 Toyota Sienna mini van. He knew my make and model of vehicle as his booking app has customers fill this out and asks what our top 3 expectations are. His service description of my package chosen was “top shelf interior detail with pet hair removal and mid-level stain removal for seats and carpets. Exterior wash including wheels and tires. Sio2 coating. Approx 6 hours of work”. Tyler had my van for 3.5 hours. He requires all payments up front in cash or credit card. He was not present when I picked up my van. Upon inspection my seats and interior paneling hadn’t been wiped or cleaned in any way. He had vacuumed most visible areas but upon lifting car mats and moving the center console he hadn’t touched those areas. My 3rd row seating hadn’t been touched at all, not even vacuumed. There was still dust and dirt all over the exterior of my van. The interior of the windshield is streaked and still dirty. I texted Tyler with my disappointment and pictures and all he said was “I’m sorry you’re disappointed”. I had to ask him to take the van back to do a better job and he said he’d get to it when he could. We are moving and can’t be without our van for a whole day while he “tries to get to it”. I asked for a refund and he stopped replying. I feel he stole $350 of my money to simply half vacuume my van when I hired him to detail it, his “expertise”. I would like a full refund. Attached photos are AFTER he finished detailing my van.

  Business Response

  Date: 09/13/2022

  I never like to have an unhappy customer so I tried to remedy the situation by offering to fix the issues she had and explained some of what she wanted was a separate charge and was not included in her package as we discussed before the appointment. She would not make time for me to fix the issues and immediately went to shaming me publicly on FB and other social media. 

  Customer Answer

  Date: 09/14/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: Tyler states “my expectations weren’t included in the package I chose”.  His website asks what make and model of car you have, that’s it!  Not that he even did a satisfactory job vacuuming, he did not, but no where was it stated he wasn’t going to touch my 3rd row seating at all.  Please see pictures attached of poor vacuuming job, poor dusting, dirty windshield AND an untouched very dirty 3rd row area.  Tyler charges top dollar for what he does so I expected a MUCH BETTER job.  I was moving 3 days later after his “detailing” and his response to me asking him if he could fix it was he could try the next day which I couldn’t do due to appointments and then he said “He’d try to get to it when he could” that Friday.  No specific time to make the issue right. Honestly, if he was proud of what he presented as a finished product then I had low hopes for what more he thought he could offer.  Yes, I absolutely gave Between The Lines Detailing a bad Google review and posted about the situation on Facebook and heard back from many of Tyler’s unhappy past customers.  I would like a refund please.  
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 09/14/2022

  I provide a service for an amount of time and charge a standard price no matter the vehicles condition. Vehicles that are not normally maintained will require extra time and cost no matter the age. I believe we both should have asked more questions beforehand, and I will use this situations information moving forward with my business.