ComplaintsforChemical Guys

• Initial Complaint

  04/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered hundreds of dollars worth of merchandise from Chemical Guys. Most of what I ordered worked as advertised, but their Wooly Mammoth detailing towel which costs an eye popping $30 is advertised as being super absorbent and leaving a streak free shine. Both of these claims are false! The towel sheds fibers all over the car, despite following instructions on washing before first use. I emailed them about my concern and have been ignored for 5 days. Then my second order came, the TorqX polishing kit. One of the compounds in the kit came busted open leaving a mess for me to clean up. There wasnt enough product left in the bottle to even be usable. I have also sent a second email concerning this issue and have been ignored for the last 3 days from that email. This is frustrating at best, but seeing all the complaints on yelp and how similar they are to my own experience, I now believe this is borderline criminal for false and deceptive advertising. If they continue to ignore me, I will escalate this to a civil lawsuit that they cant ignore!

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought the Chemical Guy Pro Flow PM 2000 pressure washer. It worked three times before dying. I have tried numerous times and different ways to contact the company and still have not heard word one from them

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In March 2024 I purchased their Galactic Wet Look Tire Dressing at Autozone for ***** plus tax. It offered a wet look which, when applied, actually became a dark matte look. There was NO gloss, NO wet look, and NO bold dark look as marketed and advertised on bottle. Reached out after using on 4 vehicles with different tire brands and finding the same outcome. They fail to honor their guarantee policy and make excuses related to application. They blame age of tires, even as one vehicle is new and garage kept to avoid environment. Under scrutiny they simply provide basic correspondence and fail to replace or refund.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order# CG01719581 Business ran my credit card under my daughter's billing name and address.I sent a correction request before item was shipped. They would not let me cancel or change the order because it is their policy not to after order is placed. But they ran the credit card without verification of Billing Name and address. I was placed on hold for about 20 minutes. The billing name and address should of been mine not my daughter's name and address. Total refund for the inconvenience of not allowing cancellation or change in order and they did not verify name and address for billing purposes. I asked for a supervisor to call me back, but they never did.

  Business response

  01/17/2024

  We understand your concern regarding our policy on modifications and cancellations of orders, along with the accpetance of your order. The policy is based on our system's inability to accept changes/cancellations once an order is placed. Our policy is available on our website under Shipping & FAQ. When placing an order customers can review and if needed, modify information before submitting the order. We are committed to ensuring the security and protection of your personal information. As part of our ongoing efforts to maintain a secure environment for our customers, we want to inform you that we use a third-party fraud detection system. After carefully reviewing our email exchange, we couldn't find a request to speak to a supervisor. We appreciate your reaching out to us. We'd like to assist you in any way possible within our parameters. However, we hope you understand that we do have certain system limitations. While we may not be able to address every request, we're committed to doing our best within the constraints of our current capabilities.

  Customer response

  01/17/2024

   
  Complaint: 21141442
  
  I am rejecting this response because: The order was placed under my account but defaulted to my daughter's billing name and address which was the same as shipping address.  When the credit card was ran their security system should have caught the error and declined payment. Name on card: *********************. Name on Billing address:  *************************** as well as the wrong billing address. 

  The request for a supervisor to call be back was on the telephone and not an email string after waiting 20minutes on hold to speak to someone. 

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

  Business response

  01/17/2024

  We could be more than happy to share your feedback with our third party credit card processing system. We also recommend reaching out to your bank regarding your concerns on the matter. 

  Customer response

  01/17/2024

   
  Complaint: 21141442
  
  I am rejecting this response because: nothing has changed
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered four things from chemical guys on 12/26/23, i received my package 12/29/23 only to bring it inside and open it to find one of my soaps that i ordered had spilt out significantly due to the cap being not secured. I emailed chemical guys telling them about my problem and they only will give me 10% of my order back. Which is not NEAR the cost to replace the amount of soap that is missing. I think it is an abomination for them to continue to tell me that there wasnt enough missing for them to send me a new one. A little or a lot its not how much it is advertised to be.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought there spot remover to remove hard water spots on my truck windows on 11 /12/23 .i followed the directions on bottle to a t and watched a video they put out .it removed the hard water spots but left a residue that is like oil that i can't remove .i called them 11/13/23 and explained what's going on .the guy said i must not have followed directions .i told him i did just like the video said .i tried to wash it off with soap and water ,window cleaner many times .he said apply the product again and i said no way .he then said to buff the windows with a buffer .im not a detailer and dont have the knolage or eguipment .this is a 2023 f 250 .im sick over this i cant sleep .i have a appointment on fri at a professional detailer to try to fix this the est is $300 .i saw other people say they had the same thing happen in my research since this happend .i cant drive truck at night because lights from other cars make it imposable to see out windows with the haze or smears caused by this product .if i make a mistake i own it and take full responceability but this is not something i did .i trusted there product and it damaged my windows .

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the Chemical Guys "Hard Water Spot Remover" to clean someone's home on September 10th through Amazon.com. It is indicated on the label and the product description provided to be safe on metals, glass, mirrors, and more. Based on the labeling and description, it is predominantly used on vehicles but is considered safe to use in other areas. It never indicated not tested on polished nickel. On September 29th, I used the product on a home that experienced hard water spots on the polished nickel (polished metal) fixtures in their shower. I used the product according to the instructions, applying a small amount to a 2 x 2 area. Immediately, the polished metal was tarnished. I indicated this to the homeowner, and they have asked me to replace the fixtures due to the damage done by the product. I contacted Chemical Guys, and they have been no help in resolving this issue. The product clearly states safe on metals, but when I spoke to corporate, they told me it was not tested on polished nickel, which indicates clear mislabeling on their product. They also indicated they would email me potential solutions to the issue. They never sent me an email, and it has been a week. I have since reached out to them twice via email and no response. I just received the quote for replacing the features and installation costs it is $1,443.63.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a pressure washer from Chemical Guys on 9/1/23. It was delivered on 9/7/23. I used it once and within a few minutes, water started leaking out from inside the unit and coming out the vents instead of the hose attachment. I emailed their customer service on 9/9/23 to open a case specifically requesting a refund. I was asked for the serial number, sent a return shipping label and told in the email Once the product is confirmed as received at our warehouse, we will process your refund.. With this update, I returned the pressure washer. It was received by Chemical Guys on 9/18/23. On 9/21/23, I emailed asking for an update on the refund as the *** was received by them. I was told via email We sent out a replacement unit, no refund will be issued. I responded to not send and that I expected a refund. I then called and was told that the policy is to send a replacement and not issue a refund. I asked for the call to be escalated to someone who could issue a refund. The agent was not able to reach a supervisor and said that the company will train the agent who gave me the false information and a replacement was on its way. I was told if the replacement failed, we could explore options. The agent validated in the ticket that I was told I was getting a refund but as this was against policy, they would not stand behind their written word.Later I received an email from ***** about the replacement shipment. I called ***** to cancel the delivery and they said the shipper has specific instructions only allowing them to cancel and I would need to contact the shipper. I sent an email to Chemical Guys stating to cancel the shipment. I feel as if I am being set up by the company as they are not standing behind their word and forcing a replacement on me that I do not want. I have initiated a chargeback with my credit card company which I told Chemical Guys on the phone before they sent the replacement. This company is lacking ethics and backing me in a corner.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a wheel cleaner from chemical guys . It was working fine and then all of a sudden the last time I used it I completely destroyed my wheels on both my vehicles. I got in touch with the company and they had to explain how I cleaned it. Were in the store, but she was on follow directions according to the back of the bottle and they pretty much told me Im out of luck we dont stand by the products.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the Big Mouth Foam ****** from the chemicalguys.com website. When it arrived, I used the product as directed and it did not work correctly. The video on their website shows it produces shaving cream texture foam. The foam I saw come out was watery and diluted. I used their super suds gel liquid product as well. I used it once to test it out the same day it was delivered. I called on 9/8/23 to customer service and they told me I could not return the item because it was opened. The item is defective and the company is using false advertising claiming their products perform a certain way and they don't. The company refuses to give me my money back.

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