Took the car in for show car quality detail on 5/3/2013, the price $400, $150 above the posted price for Ultimate Full service detail posted on web.
Texas Auto Spa / *****
2601 Preston Rd, Stonebriar Mall, Frisco, TX XXXXX
W XXX-XXX-XXXX CXXX-XXX-XXXX
Premium Carwash and Detail
Monday April 29, 2013
***** verbally agreed to perform the Ultimate Full Detail service and additional detail services for $375.00 We scheduled to bring the car in on Friday May 3, 2013 at 9:30AM. I agreed to pay a premium price of $375 plus tip well above his published pricing for car show quality services for Premium Ultimate Full detail, 3 Step Wax, Polish, & Buff, Scr
***** verbally agreed to perform the Ultimate Full Detail service and set an appointment to bring the car in on Friday May 3, 2013 at 9:30AM. I agreed to pay a premium price of $375 plus tip well above his published pricing for car show quality services.
Ultimate Full detail, 3 Step Wax, Polish, & Buff, Scratch & Scuff Removal, Engine Cleaning, Detailer Clay Bar Application, Swirl Mark Removal
Verbal discussion with ***** about what I wanted regarding full Inside detail - The inside of the car would be thoroughly cleaned, detailed and conditioned, to include, leather seats, leather dash and leather door panels would be cleaned and conditioned. The inside windows would be cleaned, the dash and instrument/gauges/air vents wiped down and cleaned
Verbal discussion with ***** about what I wanted regarding full exterior detail - The exterior of the car would be thoroughly cleaned, detailed and conditioned. The paint would be buffed to remove 98% of all small surface scratches and swirl marks in the paint, thoroughly clean all exterior plastic and rubber parts of the car and restore back to black with plastic conditioner. Clean wheels and tires and treat tires with tire dressing. Clean the exhaust pipes and shine.
Web site service and pricing link - Ultimate Exterior Detail Service includes a premium hand wash & dry with micro-fiber towels to remove dirt & grime leaving your vehicle with a luxurious shine. Wheels are hand cleaned & polished and tires dressed & shine. Glass is cleaned streak-free. Rain-X Glass Treatment & Wiper Replacement option. Hand spray wax with 6 week protection and Bug & Tar Removal also available.
Verbal discussion with ***** about what I wanted regarding the exterior paint of the car that it would be thoroughly buffed to remove 98% of all small surface scratches and swirl marks in the paint, Clean and detail motor, parts and engine bay area
Web site service and pricing link - Additional Premium Services Available by Appointment
3 Step Wax, Polish, & Buff * Scratch & Scuff Removal
Engine Cleaning * Detailer Clay Bar Application
Swirl Mark Removal
***** state to me that the car would be detailed inside and out above his normal service and when he was finished the car would look show room new.
Either way you can see that I purchased a premium service above his usual services and pricing.
The very next morning after I took a bunch of pictures. You can see from the attached pictures that the car had not been detailed but in fact only waxed and no additional cleaning was done on the car. Not even the wax splatter was cleaned up! (See attached pictures of car that show that it is now dirtier than when I took it to *****. Not only was it not cleaned inside and out but now it has wax splatter all over the car, in the door jams and on plastic and rubber trim pieces. The pictures will show the following:
The paint still has all surface scratches and that there is wax splatter all over the car and on plastic trim. There is a buffer burn on the front driver side wheel plastic trim. The inside of the car was not cleaned, the leather was not wiped down and there is still dust on the dash, gauges, navigation screen and in the door jams. Additionally the inside of the front windshield still has glue from stickers on the driver side as well as tape on the passenger side. The underside of the doors and the kick panel are still dirty. Plastic trim pieces have wax splatter and dirt on them. Engine compartment parts still have dirt on them. Radiator still full of bugs The 4 rear polished aluminum exhaust pipes are still dirty. The rear black plastic lower spoiler is still dirty, has wax buff marks on it, drip marks and is generally dirtier than when I took it in. upon opening the passenger door I was stunned to see how dirty it still was and had not been wiped down. I opened the rear hatch only to find that it had not been cleaned or wiped down and was still VERY dirty.
Had *** ***** of Kreys Kustom Kar Detailing come to the house to look at the car and tell me what he thinks of the job as well as what he would charge to do it right. *** told me that this was the worst attempt of detailing a car that he had ever seen and that it was at best a really bad $39.95 carwash and wax. *** told me that he normally charges $150.00 to do a full service detail with everything that the other guy was supposed to do to include clear coat buffing to remove small clear coat surface scratches. However with the amount of wax splatter all over the car and on the plastic and rubber parts that the additional hours to clean the mess up he would have to charge me an additional $100 for a Total of $250.00. Additionally *** pointed out that they had used a high speed rotary power device to wax the car which caused a burn mark on the drives side front finder plastic molding. estimate to replace the part is 93.28 plus labor.
I am seeking the refund of the $400 charged to my credit card as well as 93.28 for parts and an additional $75.00 labor for the part replacement.
Total settlement of $568.28
However, in summary, the customer ordered a Deluxe Full Detail combined with a Ultimate Exterior Detail totaling $359.90 as per our published menu. The extra fee for detailing under the hood which starts at $59.95 was waived with a quote provided for $375.00. Upon checkout, a $25 tip was added totaling $400. The appointment was established for 9:30AM on that Friday morning and the vehicle arrived over 2 hours late resulting in completion of the detail after daylight hours had expired. The following morning multiple photos were sent via text followed with a reply by text indicating to bring it in and make it right for the touch-up's and discrepancies. The customer agreed only to reply 2 days later requesting full refund as a result of not hearing from me to establish an appointment time. Phone call was placed with voicemail with no response for 2 weeks as he indicated he needed 2 weeks to calm down as he went on to say he was insulted with mentioning of arriving 2 hours late. An additional attempt was made to make it right, despite 2 weeks having passed, but still demanded full refund by 5pm the following day or will let the world know. We have a very strict no refund policy. Detail service was rendered, service completed as per Industry Standards, and several attempts were made to make it right.
A Message from Texas Auto Spa @ Stonebriar... and *****
In the past year, Texas Auto Spa @ Stonebriar has had the privilege of completing over 6,000 details. In this effort, Texas Auto Spa has developed a reputation of more than just a car wash at a shopping mall. Our customers know they can count on a high level of attention to detail and service excellence - complemented with convenience. Our high level of personal service has evolved into an amazing amount of customer retention and loyalty. Our goal has always been to provide high quality service. Seeing so many familiar faces and vehicles on a regular basis reminds us that we continue to meet that goal. Returning customers are a clear reflection of not only dedication & hard work, but reiterates our strong business ethics and values. In this business, repeat customers are evidence that they feel they are in good hands and make a point to return time and time again.
Here are some recent examples:
1. A 2012 Rolls Royce visited for detail this past week and indicated she had only driven the vehicle three times since purchase - but had visited us twice already.
2. A Toyota Prius customer found us online last week to help clean up a spill of a gallon of milk in the rear hatchback area. Upon pickup they drove away with comments within a text that read "Great Work & Incredible Customer Service... Thank You!!" A few days later, the same customer stopped by to drop off a jar of homemade jam to show his appreciation.
3. A Lexus customer came to visit us recently for the first time. When ordering her service, she mentioned "You all are very popular around here".
These are examples in just the last week. The stories are endless and all very satisfying, rewarding, & gratifying - and are a direct result of a small business working incredibly hard to grow and establish a reputation and image.
Texas Auto Spa @ Stonebriar offers a service with convenience based on our location. A customer may be attracted to us, initially, based on the convenience of an express detail or oil change while shopping. But, what sets us apart is our expertise and high level of attention to detail. This attention to detail is why customers with the highest levels of expectations seek us out for their high end detail projects. It is not uncommon to see a Ferrari or Lamborghini sitting in our bays. Knowing how these customers feel about their automobiles - and that they would trust us with them - is incredibly rewarding. These projects require 8 - 10 hours of workmanship by a very dedicated & experienced staff that exhibits a tremendous amount of pride & workmanship.
Every job has its own challenges. We are always up to them. Sometimes, however, factors outside our control can affect the outcome. It could be a client showing up late to an appointment or the loss of daylight to completely finish the same appointment. Regardless, we ALWAYS strive - and offer - to make it right. However, with the volume of jobs performed in the last year there will be anomalies and, inevitably, someone will find fault with something - no matter how hard a business tries to fix it. Texas Auto Spa @ Stonebriar is always up-front with pricing and policy and will make no apologies for either. In the end, we will work to complete every job with customer satisfaction as our utmost goal. Sometimes, however, a resolution can't be met and customer will take their grievance to the digital space. There are two sides to every story and we believe our repeat business rates speak for themselves. Customers don't just come back to Texas Auto Spa @ Stonebriar for convenience, they come back for the quality of service they have come to expect time and time again. Our rating with the BBB continues to be stellar and we take pride in this membership. The BBB knows a quality service and wouldn't provide their stamp of approval if we didn't meet their high standards of excellence in the industry.
Texas Auto Spa @ Stonebriar will always value & appreciate each and every customer, whether it is the Rolls Royce or the Toyota Prius. We make sure each and every customer is aware of it by telling all of them, "Thank You for Visiting... We Appreciate You!!!".
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
***** from Texas Auto Spa response is completely fictional and misleading.
***** admits in his response to the BBB that it got dark out and that he was not able to complete the job. However at no time does ***** take responsibility for his poor service rather he blames the customer (me) for what time that the car was dropped off. At no time was I ever informed by ***** that he would not be able to complete the job. Neither did ***** tell me that he had not completed the work. Instead the car was delivered to me at 10:30PM at night. I immediately sent ***** a text with pictures letting him know how disappointed I was. At this point ***** text-ed me that it was my fault that he wasn't able to do a good job and blamed me for his poor service.
Upon checkout, a $25 tip was added totaling $400 RESPONSE: I was required to pay for the service in advance of the service being completed at about 3:00PM
The following morning I took multiple photos were sent via text followed with a reply by text indicating to bring it in and make it right for the touch-up's and discrepancies.
The customer agreed only to reply 2 days later requesting full refund as a result of not hearing from me to establish an appointment time. RESPONSE: After texting and calling ***** for several days after I received the car back and with not one response from ***** I left a voice message on *****'s phone as well as sent ***** a text saying that after not hearing back from ***** for more than 4 days, and with such poor workman ship the first time as well as him blaming me for his poor service that I was not comfortable bring my car back to him and I requested a refund.
We have a very strict no refund policy. Detail service was rendered, service completed as per Industry Standards, and several attempts were made to make it right. RESPONSE: nowhere is it stated that there is not a refund policy nor was I ever informed of this!
Every job has its own challenges. We are always up to them. Sometimes, however, factors outside our control can affect the outcome. It could be a client showing up late to an appointment or the loss of daylight to completely finish the same appointment. Regardless, we ALWAYS strive - and offer - to make it right. RESPONSE: re quoting ***** here: Customer was challenging, there were factors outside of my control, the client was late, it got dark, sorry you're not happy mr customer but "IT's YOUR FAULT" ;-) !!!!