Business ProfileforUltimate Automotive

Do not take your car here for detailing! Worst detailing job Ive ever seen AND they tore the leather in my armrest and would NOT take responsibility for it.

I feel I must respond to this client, as I feel they did not deal in good faith from the start. Lets start at the beginning. I personally spoke to this customer when they called, After speaking briefly, the client asked me if we offered a shuttle service. i said no, we do not offer that service as we do not have the manpower to offer shuttle services, but if you are within a kilometer of my shop, then we would make an exception. When she told me her address, she was a full 8 kilometers away from my shop, and fully expected us to pick up and drop off. This was a half hour, each time- 15 minutes to drop off at her home, and 15 minutes to return to the shop. The return trip in the afternoon took the same amount of time. Second, the client asked me how long it takes. They were told her it takes five full hours to detail a vehicle like this. The client said she needed to drop her kids off in the morning, and they could be there by 10am. i told the client we would need the car for the remainder of the day to do this job. She agreed, and made an appointment. At time of appointment, the client proceeds to tell me that she needs to have her car by 2:30, or 2:50 at the latest. I immediately told the client I was uncomfortable with this situation, as we needed five full hours to do a proper job. I explained to her that she was leaving us 4:50 minutes, minus lunch and brakes it was actually 3:50 minutes and this was not enough time. i asked if there was another time where they would have more time to do a proper job, and client informed me that no there was not. After a couple of uncomfortable minutes, the client said, and I quote " well I guess go ahead and do it and do the best you can within the time frame". We did that. However in hindsight, I should have just said no, this does not leave us enough time. The vehicle was very dirty, with three rows of seats and a rear hatch to clean. After seeing how much time it was taking one my employees, I decided to help them to do the best job we could in the time we had. I personally cleaned the arm rest that we were accused of putting a tiny rip in. I cleaned it with a brand new piece of paper towel, and an all purpose cleaner- which is the protocol for cleaning leather. Nothing else was used to clean this area, and there is no possible way we could have damaged the arm rest with paper towel. There was, however, two ipod cables sticking out of the armrest right beside where it was damaged. These cables, or the electronics that would be used with them, could easily cause a small tear like this. As for the cleanup, I really wished we would have taken before and after pictures. I agree with the client that were a couple of places that were not perfect. However, overall the carpets and the vast majority of the vehicle was very well cleaned. And based on the condition when it entered, and when it left, the difference was like night and day. After speaking with the client, I determined the best course of action would be to give a full refund, as I do not want unhappy clients. However, this was not good enough. The client accepted the full refund, and then asked that we repair the small tear in the arm rest. After speaking with my employees to make 100% sure that we didn't accidentally damage this area, I was told with 100% certainty that it was not possible we caused this damage. i explained this to the customer, and they were not willing to accept this. And he we are. I have been in business for over 25 years. During that time, we have paid to repair customers vehicles when we have damaged them. Thankfully, not often, but when it happened, we owned up to and fixed our mistakes. In addition, we have never had a claim with the Better Business Bureau.