Complaints

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• Initial Complaint

  Date:12/18/2023

  Type:Customer Service 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.

  [BBB Transcription via Mail]

  November 3, 2023 at 8 am I had an appointment for undercoating of my 2014 ***** Insight. I never got a good vibe (that I made a good choice about using TST &
  there was nothing to worry about;) from the the guy at the front desk who said "All I need is your key". 45 minutes later I left by Black & White **** for a $26.00 ride plus tip back to my house. I had locked my car outside in your parking lot.
  I returned around 4 pm by Black & White **** for the same amount plus tip & then
  to pay $250.00 cash inside for the first of 2 coatings that I was coached to get. I was
  returned my key and found my car in your parking lot and drove off your property, content
  that all was fine and they did a good job.
  For years I have stashed cash in the cubby hole of my dashboard, a little compartment and never
  had a theft issue with missing money despite other missing things in car from time to time. It never
  crossed my mind that my 3 20 dollar bills, 2014 minted Silver Dollar (for good luck driving)
  & my locking lug key nut wouldn't be in the compartment but when I opended the compartment
  approx 3 weeks after being at TST Appearance Center LLC it was empty. No damage was seen
  on exterior of car so I thought back well how did this happen ? My TST visit crossed my mind to
  where such a theft could have very EASILY been perpetrated. The guy who took my key is a
  prime suspect as he probably moved my car into the building and if he didn't move it back
  out to the parking lot then another employee is also a suspect. Or unless you allowed
  some auxilliary policing group onto your property and let them rummage through my car
  to take whatevr they wanted. Or any one of your employees. You can recoup you $200.00
  from the policing group if you caught them on camera or your employee for that matter but
  the employee movers of my car would have been clear out of sight at times.
  To resolve this issue I am sure you have insurance for such a thing as it looks like BBB
   
  requires it unless you didn't get it and they didn't check on you. I paid you $250.00 cash
  so a fair restitution amount is $200.00 that needs to be returned to me and the issue is over.
  That is 4/5ths of what I paid for your service so you only made $50.00 on me that day.
  If thinga had worked out better I would have used your service for the 2nd coat and whole car
  detailing in the spring but unfortunately that will not happen.
  I am sending this letter to the BBB just so they know about what happened at your establishment.
  Just because you think that you would have opened the compartment to check on the contents and
  I should have too, before 3 weeks were gone, is irrelevant.
  I will call you soon to see what you have discovered. Thank you, if you send a check, see below
  for address
  *******************************
  ************************************************
  

  
  

  Business Response

  Date: 01/09/2024

  Our staff on the day in question was only in your vehicle long enough to pull it in and out of the building and had no need to go into any compartments at all. You took advantage of two discounts on this day one by paying cash and avoiding a 4% fee on use of card and two we gave you a cheaper price because you had another service schedule because you didn't have all the money up front which you canceled later taking advantage of us even before this issue was brought to our attention. Also as stated TST Appearance Center as Most businesses are not responsible for lost or stolen items. Lastly you continued to attack my staff and wouldn't even let me try to resolve this issue on the phone because of how belligerent you were in your demand..

  As was stated the day you called our location we are not responsible for lost or stolen items first of all. Second of all you waited over a month from service to bring up any Issues to our attention and continued to yell and mistreat staff. The fact that we have insurance to remedy issues that you feel occurred here when we have no idea what occurred in that month after service is disingenuous. 

  
  We already consider this issue resolved and will be do nothing further for this customer as it is stated that the work we preformed was done well and we made him aware of any potential additional fees that could occure if he used our credit card machine. We have had no issues of theft on our property in the 25 years I have been with the company and these chargers are outlandish. 
  
  Furthermore the time stated is relevant because who knows what and where the car has been. My staff is hard working honest men that are above board and stand behind their work. You where in contact with me prior to bringing this up to cancel another appointment with us that gained you the discount that you received for the work that we preformed that day. 
  
  Thank you for your understanding but once again no further action will be taken on our part.
  
  Sincerely
  
  ************************
  Owner/ President