Complaints

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

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  Howard's Premium Auto Detailing

  809 SE King Street Cleveland, TN 37311

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  Howard's Premium Auto Detailing

  470 Tunnel Hill Rd SW Cleveland, TN 37311-8372

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:07/23/2024

  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.

  Took my Class A camper to this company on 7/17/24
  
  Asked for the Camper Wax and Detail.
  
  Dropped it off at 9am and Picked it up at 445.
  
  When picking up i asked the team if any issues occurred. They said only some water getting inside of a window.
  
  I was nervous when watching them detail another vehicle as they were using a pressure washer an inch or two away from the vehicle.
  
  Once i drove the motorhome to the covered storage i opened the awning to see if they got it cleaned and also on the roof to see how good it looked.
  
  Well two thing happened. They must of held the pressure washer too close and blew a chunk off. The roof had just been done when i purchased and they manage to mark it up severely.
  
  The owner admitted to both of these and i told him i wanted to get a quote to fix the issues. He wanted me to bring it back there and they use magic erasers to skiff off the marks. This would likely take 20 or more and would remove the protective rubber coating on the ceiling.
  
  I have Carter multiple chances to tell me how he would fix it and he eventually just went silent and blocked my messages on facebook.
  
  I have messages where he admits to both and even wants to give me a refund. I declined the refund as the damages are far more than the refund.

  Business Response

  Date: 07/25/2024

  Mr G**** brought the RV to us and we did the work that he had requested.  Within an hour of picking it up, he sent the message "Not particularly happy" with 4 images showing some black marks made by the hoses during cleaning.  He also stated that a piece of his awning had come off and there was some dirt left on the wheels.  I had not seen the finished product as I was not there when he picked the vehicle up.  This is unacceptable and I immediately discussed the issues with my team and responded to Mr G**** (as you can see in the screen shots of the messages that he attached in his complaint)  "We would love to straighten out any issues you have with us."   I also told him that the pressure washer we use on awnings is 1200PSI and not too hard even for a person's skin, we have cleaned many RVs and their awnings with no problems and I believe the awning may have been dry rotted, but my team should have mentioned that to him and they failed to do so.  I offered to make it right again stating, "all things aside, we would like to make it right for you."  (see his attached messages).  He made a phone call to me.  That conversation was not at all heated, I did not raise my voice or curse.  I told him that I wanted to give him his money back AND fix the damage (you can see that stated 2 more times in his attached messages).  Mr G**** told me that he does not trust us to repair the damages and it is not convenient to bring the vehicle back to us.   I did not block his messages.  I did stop responding after it was clear that he would not allow me to fix the damage and or refund the money as well as posting a google and facebook review which made false accusations that I had cursed and refused to fix the damage to his RV.

  Customer Answer

  Date: 07/30/2024

  
  
  I am rejecting this response because:

  I asked them if it would be you or the same team that damaged the RV resolving the issues and no response. Also why would I take the RV back when you clearly were not up front. I never asked for a refund but the issues fixed. 

  The company did indeed block my messages as seen above. I guess they thought by blocking me it would remove my review. 

  I told the owner the honest reviews would be removed upon correcting the admitted mistakes. Once they blocked me i moved to making sure BBB and any avenue i can to make sure other people don’t get done wrong by a company. Blocking is not fixing. 

  If they do not resolve the issues they admitted to I will seek legal help.

  Business Response

  Date: 08/01/2024

  Mr G**** stated, 
  “I asked them if it would be you or the same team that damaged the RV resolving the issues and no response.”
  
  He did not ask me that question. If he had asked I would have assured him that I would personally be taking care of RV from the moment the allegations were made. Although I have 100% confidence in my team of professionals (with approximately 30 years of combined experience detailing), with the minor black marks shown in the first 4 images which may  have been caused by our hoses and the small piece of awning which allegedly came off during the cleaning and the fact that the team failed to mention those, I wanted to personally inspect the vehicle that same day and be the one to clean off the marks and check the awning for any possibility that my team caused damage to it. I wanted nothing more than to remove the marks and take care of any other issues that Mr G**** had with us (as stated many times). The refund was an additional offer to compensate for any potential inconvenience to bring the vehicle back a second time and to make a customer happy. 
  
  In response to Mr G****’s statement “The company did indeed block my messages as seen above,” 
  Yes, I discontinued the Facebook messages as I wanted to be the one to  have any communication with Mr G**** moving forward once he escalated the situation to (very publicly) falsely accusing me of cursing him and refusing to make things right on google and Facebook. There are 2 other people besides myself with access to the business Facebook page. I did NOT cut off Mr G****’s ability to communicate with me, I just removed his access to my employees. He has my cell number, email, and the address to my shop. I’m easy to find. 
  
  To Mr G****’s statement “I told the owner the honest reviews would be removed upon correcting the admitted mistakes,”
  Sir, your reviews are not honest as you state that I cursed at you and refused to fix the issues. Neither of those things are true. 
  
  During the initial complaint you sent 4 images that I was happy to take care of as you had been gone from my shop for only an hour and those things were likely to have been present after our service. As the days went by, you sent more things and the pictures and video of the alleged damages became more and more. At this point, quite a bit of time has passed and since you did not allow me to inspect the vehicle the same day or the next day, I’m unsure what was done at my shop and what may have been done since it left. 
  
  My offer is to clean off any marks that may have been made by my hoses and inspect the awning to determine if the piece that came off could have  been prevented. The offer to refund the money Mr G**** paid for the service still stands. That was simply to make a customer happy and recognizing that my team failed to  mention the awning as they were finishing up their work day and Mr G**** may be inconvenienced to bring the vehicle back in. 
  
  The entire team is saddened by Mr G****’s dissatisfaction and the inability to make it right. You can see by the 81 five star reviews on google that we strive for excellence and happy customers. 
  
  As far as taking legal action, that isn’t necessary as I am very capable of cleaning off the marks and willing to be fair about the awning as well. If Mr G**** decides legal action is the route he wants to take, I have insurance and will be glad to give his attorney their contact information so they will be able to take over with estimates, determining what was caused by who and when, and any legal fees that would be needed on my end. 
  

  Customer Answer

  Date: 08/02/2024

  
  
  
  I am rejecting this response because:

  Unfortunately I had to use the avenue of Better Business Bureau as a more formal way to communicate. 

  The camper is at a covered storage facility in Harisson with cameras and hasn’t been moved or been touched since the day I picked it up from your company. 

  I have received an estimate through the Rv Center where I purchased it. I can have the dealership reach out to your insurance company and start a claim. If this is not a route you would like to take. I will have my attorney handle communications moving forward. 

  As you pointed out you do have a great review history. I looked at these prior to hiring you. I’m looking forward to getting this matter resolved and put behind us. 

  Customer Answer

  Date: 08/12/2024

  Good morning please see the attached estimate. I’m fine with Howard’s calling them with insurance information or providing that to you. If they do not wish to do either. I will have a lawyer obtain it as Howard’s requested in last message from them. I also have not filed a claim with my insurance as the business did take responsibility.

  Business Response

  Date: 08/20/2024

  
  Howard’s Premium Auto Detailing is not for the requests in the anttached estimate. Mr G**** has stated “the business did take responsibility.” Happy Customer is our goal 100% of the time. We stated that we wanted to “straighten out any issues you have with us” and “make it right for you.” That was not “taking responsibility” for any alleged damages the customer comes up with in the coming weeks.
  
  I received 4 photos within an hour of Mr G**** leaving my shop. Those are the only ones with relevance as the others came after time had passed and we can’t be sure the issues were present when the vehicle left the shop.
  
  Part 1 of my initial response - to the first 4 photos:
  “The rubber top was cleaned. Those marks appear to be from the hose that we use.”
  
  We were not given the opportunity to assess the alleged marks in person even though I was offering a full refund to compensate him for any inconvenience of bringing the vehicle back to the shop AND to clean off the marks.  We clean vehicles professionally. We did not damage the sealant. 
  
  We aren’t responsible for any 6 month service. We didn’t do damage to any surfaces- there were simply marks on the roof. We clean things like that daily and would have loved to wash them off.
  
  This was my response to the awning photo:
  “The awning photo was a piece of the awning hanging off. It was hanging on by a little piece. As I was washing it, it flaked off. I failed to mention that to you which is my fault.”
  
  I also stated:
  “I have cleaned many awnings and I have never seen one do such a thing. I’m not sure of the age of the awning but it could be dry rotted due to that being part of the awning that is exposed to the elements when it’s rolled up.”
  
  Either way- I offered multiple times to  by fix it and give you a refund regardless of the age of the awning.
  
  I would have gladly repaired the part of the awning that fell off (approximately 36” in length) regardless of age and condition since the vehicle was in our possession at the time. I am not, however, responsible for replacing a 7 year old awning.
  
  I’m unsure what the UV coating is for. Regardless, we didn’t take off any of the coatings or damage any surfaces. 
  
  To reiterate, we were willing to issue a full refund, clean the Marks shown in the first 4 photos of the top, patch the section of awning that fell off while the vehicle was in our possession.  At this point, lots of time has passed and we haven’t been able to assess what may or may not have happened while we were in the possession of the vehicle. We are no longer willing to do these things as we cannot accept responsibility for the condition of a vehicle we haven’t seen in over a month. 
  

  Customer Answer

  Date: 08/21/2024

  
  
  
  
  I am rejecting this response because:

  I hope BBB leaves the complaint as like normal Howard’s just deflects that we would do this or would do this but haven’t reached out to me as the customer in any way to try to fix the issue their business created and admitted to. You did not ask to drive to see the damages your company created. A refund does not fix the damages you created. 

  You have left me with no other choice than have a lawyer take it from here.