Complaints

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• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Please refer to the attached files. My car was serviced over a span of a week, picked up and paid on August 20, 2022. The agreed price was $6500. My initial email asked for a quote for 1) full body car wrapping with PPF (paint protective film), 2) full body ceramic coating and 3) window tinting which included the windshield for my 2022 Tesla Model X. Phil, the owner of Detailer's Domain, responded to my email with a quote that included Xpel brand everything (PPF, ceramic coating and tinting). We then went ahead and agreed on the price and said services. On his initial quote he did not mention that the windshield tinting was not included but later surprised us by telling us that windshield tinting would cost extra after the price had been agreed on already. After the car was done I noticed that the car looked too dull for a car that had ceramic coating done and the PPF wrapping job was subpar with corners hazardly cut, edges lifting and the charging port cover not having PPF. My fears were confirmed after getting professional opinions on the condition of my car. I later realized after the fact that unlike the quote that he gave me for Xpel he had switched the ceramic coating product to Nanolex instead of Xpel without ever mentioning this change to me. I was also informed that all Xpel services have to be registered with Xpel because they offer warranty that is honored nationwide. This was never mentioned to us by Phil at any point in time. I contacted Xpel directly and they confirmed that we were not registered under them and that if a different brand ceramic coating product is used on top of the Xpel PPF wrapping like Phil did then the Xpel warranty is automatically voided. It was a bait and switch scam. At this point, the only resolution I see is a refund of at least 50% ($3250) because not only did I not get the service and product I paid for but I was sold a product with a voided warranty at full price. This is non-negotiable.

  Customer Answer

  Date: 03/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  When I contacted Xpel directly they did not have any records of my car being registered with them and Detailer's Domain never provided the warranty card or even informed us of the warranty to begin with. The only reason I found out about it was because I went to different car detailing businesses and they told me about it. It should also show on my Carfax had they registered with Xpel but it obviously does not because they lied. It also doesn't excuse the poor job and not covering the charging port with PPF.

  There is no way of proving that the ceramic coating used on my car was Xpel without my car actually being registered with Xpel so I do not believe that it was a clerical error. At this point I do not believe what they say at all. On a "quick" visual check it is impossible to tell whether it is Xpel or a different brand ceramic coating. The only reason I believe it is not Xpel is because the car's exterior has not been behaving as a car that has good quality ceramic coating. It does not repel water was well as it should and it does not repel dirt as it should either.  I'm skeptical of the PPF that they used on my car at this point. If they knew that they were not going to provide me with the Xpel warranty card or inform me of it, then they could have used a different brand PPF and lied about it too. Their credibility is gone.

  The email "proof" that Phil provided saying that we agreed on not getting the windshield tinted does not prove anything. I agreed to not tint the windshield because Phil told me that the guy he outsources window tinting services from does not have confidence in tinting Tesla Model X windshields so we didn't want to chance a poor job. My actual complaint is with the fact that the initial quote he gave me technically included the tinting of the windshield because that is the price quote I asked but when we agreed to not tint the windshield he didn't deduct the price of windshield tinting which he claimed was over $500. If you look at our phone text message exchange (attached) Phil actually said he would adjust the price but he never did. 

  There is no other favorable solution other than my initial request for 50% refund.

  
  Thank you!
  
  
  
  Regards,
  
  
  
  ******** ***