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:10/15/2024

  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.

  I scheduled for an interior and exterior car detail on 9/21/2024 with Attentive Auto Detailing in **********. The week leading to the appointment Ive been corresponding with ****** regarding pricing and expectations. I said I needed the gas cover detailed and the interior to be shampooed.On the day of the appointment I ensured everything in my vehicle was removed, I dropped off my vehicle at 8am and reminded ****** of the areas I wanted cleaned. He said the normal time it takes for a detail is 10 hours but since my vehicle was in good condition it wouldnt take him the full 10 hours and he will let me know when it is ready for pick up. ****** messaged me at 6:17PM that evening and said my vehicle would be ready in 45mins. I said I will be there at 7:15PM. I picked up my vehicle and paid him $300 cash. When I started up my vehicle I noticed the ********************* Required warning light on my dashboard. When I arrived home I inspected the inside of my vehicle and noticed the middle console was not cleaned at all. I texted ****** and sent him a photo of the console and he asked if I can bring the vehicle back next day and said he forgot to clean that area. I brought the vehicle back next day 9/22 at 10AM and he cleaned the console. I asked him about my air bag warning light and he said to get that checked by the dealership to ensure there wasnt any recalls. I asked him if he did anything to my vehicle to have caused this such as removing my vehicle seats. He said he did remove my vehicle seats in order to clean underneath it but prior to removing the seats he disconnects the battery. I took my vehicle to the dealership on 10/2/2024 to get the ********************* Required warning light checked. They ran a diagnostic and found the Airbag warning was most likely due to vehicle running with seats out of vehicle. I spent $242.77 for the diagnostic. Please see uploaded picture for continued description

  Business Response

  Date: 11/07/2024

  I am responding to the complaint from ****** regarding an airbag service light that was displayed in her car and was most likely due to vehicle running with seats out of vehicle.
  When the vehicle was delivered to me by ******, I personally communicated with ****** regarding the detail services. She stated that she wanted the car fully cleaned, and carpets to be deep cleaned. I informed ****** that for a full carpet cleaning that I would recommend removing the front seats to access all of the carpets. I explained that I would be disconnecting the battery, electrical connections, and removing the seat from the interior of the vehicle. After reviewing this with her, she gave approval for the process of removing seats, and I started my detail.
  When finished with cleaning the seats and carpet, I replaced the seats back into the vehicle, connected everything properly and re-connected the battery. The car was never run without the seats as the battery was disconnected and the vehicle cannot be turned on without a battery. After replacing the seats and battery, the car was turned on and no issues were present. 
  ****** picked the vehicle up that day and was happy with the vehicle upon pickup and did not point out any issues with the car. That evening about 4 hours later, ****** reached out regarding the center console not being cleaned properly. I immediately set a time up the next day to remedy this. After cleaning the center console ****** asked about an airbag service light and what she would do about it. I advised ****** to get the service light checked by a dealership. 
  Over a week later ****** informed me of the dealership reviewing the complaint and fixing it. 
  The dealerships service report that ****** sent to me states, Tested out wiring and is ok at this time, tested pin tension on connecters and they are within specs indicating that everything was reinstalled correctly and there were no problems. It also stated, most likely due to vehicle running with seats out of the vehicle. I reminded ****** of my process over text and explained that the vehicle cannot be run without the battery connected and re-explained my whole process. ****** then told me the technician's name who performed the diagnosis and to reach out to them if I have any questions.
  On October 11th I called the technician, Dane, at the dealership. I explained to Dane my seat removal process and asked if the airbags could be deployed if I tried running the vehicle without a battery. **** stated the only information he was provided by ****** was that the seats had been removed, so that was the only option he would know for why the light may have come on. After hearing my process, the Dane said that the airbag service light would not come from my seat removal, and this is the same process the dealership uses to remove the seats. It was also stated that airbags would have a chance of deploying if I attempted to start the car without the two front seats installed and connected to the wiring. **** verified that everything was replaced and done correctly to avoid any airbag service lights.
  Due to the reasons outlined above, I concluded that the airbag system service required warning light in ******** vehicle was not caused by my services.  As explained to ******, I cannot be held responsible for mechanical or electrical components that can fail or need servicing over time. and therefore would not be covering the service costs to clear the service light from the dash.
  
  

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22386145
  
  I am rejecting this response because:
  This response is unacceptable and does not resolve concerns about the current issue. The fact is that the airbag system service required light was "mostly likely due to the vehicle running with seats out of the vehicle." ************ or process that ****** did to my vehicle triggered a response to my airbag system, which caused my airbag warning light to activate. The bottom line is that no matter how extensively you wish to elaborate on the steps you took, the facts remain. You were given a vehicle that was in full operational condition and returned it to me with an airbag warning light, which is a safety issue. My vehicle did not have any issues when I brought it to Attentive Auto Detailing. You would think, prior to accepting a vehicle for a detail that you would inspect it to ensure it was in good working condition. I expected my vehicle to be taken care of and detailed. Instead, I received my vehicle back uncleaned and with the airbag warning light on.
  Another fact, it did not take me 4 hours to notify ****** of the issues I found. From the photo provided of my vehicle control panel, there is a date stamp of when I picked up my vehicle on 9/21 at 7:17PM. I noticed immediately after starting my vehicle that the airbag warning light was on, hence the photo taken. You cannot miss that warning light when you turn on my vehicle. If ****** did everything right, then none of this would have happened. Due to it being dark outside at the time of pickup, I needed to be in brighter lighting to inspect my vehicle further. I texted ****** immediately (same day at 7:36PM) regarding the middle console not being cleaned and asked him about the airbag warning light being on.
  On 10/2/2024 after I left the dealership, I texted ****** requesting to be reimbursed for the diagnostic fee and the inconvenience this whole thing has caused. I also reminded him that his website states their number one priority is to satisfy the customer and bring your car back to the best clean state possible and Attentive Auto Detailing guarantee satisfaction with cleaning on every car. I told ****** I was not a satisfied customer and my car was not given back to me in the best condition possible. 
  At the end of the day, I received two negative effects. One, I paid for ******** vehicle detailing services, which returned my vehicle back to me in a worse condition. Two, I had to pay my dealership to run a troubleshooting to fix the issue that was caused to my vehicle after I received it back from ******. This whole ordeal has been a huge inconvenience to me, and I have yet to receive an apology or acknowledgment from ******. ******, focus on fixing the issue and taking ownership that you have caused this safety concern instead of talking about your process. Clearly ****** did not perform his work properly otherwise we wouldnt have this issue. 
  

  Sincerely,
  
  ****** ********