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:09/21/2022

  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.

  I purchased Xanadu Details Premium Winterization Package on 8/14/2022 for $93.10 from Groupon. The package included exterior and interior car cleaning. On 8/15/2022, I called and scheduled the service for 8/19/2022 with Xanadu. Eventually after a couple of rescheduling, my service was rescheduled for 8/29/2022 at 6 pm. The individual arrived at my house around 5:35 pm to start detailing my car. The individual completed the detailing around 7:19 pm.After completion, the individual had me come out and look at my car. He pointed out some areas that were really dirty prior to the cleaning. He mentioned that the floors were still damp so I should leave the mats out. He didnt mention anything being broken during the car wash.On 9/7/2022, my antenna cover came off my car. I pulled up the video footage during the car wash and saw that the antenna cover was broken off during the car wash. The individual set the cover back on the car but never mentioned the incident happened so I could examine the damage. I contacted Xanadu Detailing and told them about the issue and provided the price to fix it. They requested that I email them the estimate from the dealer and the video footage which I did. On 9/17/2022, Xanadu emailed me stating We have completed the review of your claim regarding your antenna on your vehicle wherein you allege was damaged during the course of an auto detailing. Having reviewed all the evidence we deny your claim and any and all liability.I replied to the email and asked could someone call me to discuss this matter because I wanted additional details on how they came to this conclusion. I didnt receive a call, so I called and left a voicemail 9/19/2022. The age of my car was mentioned, they said the radio was working when they came to test it out on 9/14/2022, and the fact that I could buy the cover off the internet and glue it back on. The car dealership estimated parts and labor would be $888.06 to fix this because the assembly must be replaced.

  Customer Answer

  Date: 09/23/2022

  The company name is Xanadu Detailing. They are a mobile detailer so I don't have an address. The phone number is ************

  Business Response

  Date: 10/10/2022

  Thank you for forwarding the complaint to our office. However, this matter falls outside the purview of the Better Business Bureau. As the ****************** indicated she had purchased a Groupon. As such, no contract was ever formed between ourselves and *******************. Please close this file and dismiss with prejudice.

   

   

   

   

  Business Response

  Date: 10/18/2022

  We respond accordingly;

  
  

  Customer discovered that the antenna cover came off her vehicle nearly 10 days after the auto detailing. That is a Significant amount of time. Notwithstanding, Customers on video shows that the technician gently brush across the antenna and then placed it back in position and continued with a Detail.

  
  

  We had sent a stereo technician to her home as she indicated in her complaint and it was found in determined that the stereo system was working 100 percent operational. All antenna components were attached, other than the black cover.

  
  

  The undersigned contacted the dealership the very technician that spoke with the customer and she merely asked for the cost to replace the entire unit, not the cost to repair. Hence, we priced the cover on **** and other online Parts companies and found that the price of a new antenna cover was $35-$45. Because the stereo system and the antenna working perfectly there is absolutely no need to replace the system, only the cover. The service department at ****************** fully agreed. However, they can only sell a New unit because they dont do repairs.

  
  

  To report this incident 10 days after the fact is clearly disingenuous. Had it been reported 1 to 3 days after the Detail it wouldve appeared more credible. Even with that, we have a video that clearly supports the fact that the technician security and turn it back on the vehicle with no impediment. Ironically, its the customers on video.

  
  

  Well Im sure this is not the news that the customer is expecting, theres absolutely no reason that the entire unit needs to be replaced. However, we would be obliged to pay for the $35 antenna cover As a courtesy and good business while still denying liability.

  
  

  Very cordially 

  
  

  *********;

  Customer Answer

  Date: 10/19/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The vehicle isnt driven everyday so I dont agree with the language making it seem like I drove the car for 10 days straight and then reported the issue. Also, I disagree with the technician gently brushed across the antenna based on the sound that could be heard and looking at the rapid motion that was being used in the video.

  
  I spoke to more than one individual at the dealership on separate occasions. I didnt just call once and ask for the cost to replace the entire unit. I disagree with the statement that says there is no need to replace the assembly. The design of the assembly isnt made for the cover to be removed in the way that it was. There are holes inside the cover that accepts screws. If the part of the assembly which remains on my car is examined, it is obvious that the material located around the screws which holds the cover on is damaged. The cover didnt stay on the car after the technician thought he placed it back on because there was no longer anything for it to hold on to. For this reason, it didnt remain on the car for long. I provided pictures with the original complaint to show where the material around the screws was damaged.

  
  At the conclusion of Xanadus review, they denied my claim that my vehicle was damaged during the detail and any and all liability. I must get my vehicle repaired to prevent losing my audio. Therefore, I want Xanadu to refund me the money I must pay the dealership to repair my vehicle.
  
  Regards,
  
  *****************************