ComplaintsforChemical Guys
Online Retailer
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Complaint Details
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Initial Complaint
08/21/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I used their product that I purchased from THEIR STORE on Amazon. Their product severely damaged and possibly ruined my windshield (via chemical etching). I followed all instructions and even watched their seven minute video and ordered their speed wipe as suggested to neutralize the gel. The product is Heavy Duty Water Spot Remover and was purchased 7/12/2023 through their store on Amazon. I contacted chemical guys multiple times through their website. I got the auto confirmation, but they have not emailed me back. I want them to cover the cost of repairing and possibly replacing my windshield.Initial Complaint
08/07/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
The company got rid of there customer rewards program without any notice to customer to give a chance to redeem those pointsInitial Complaint
07/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought the Chemical Guys ************************* Kit (Item# ACC106) at ******* in May 2023 for $39.98. We finally used the products to wash my son's vehicle in July 2023. The next day, we noticed that the top of his vehicle (roof) looked as though it was all scratched and the clearcoat and/or paint was peeling. So, I took pictures and sent a complaint to Chemical Guys. An associate named ****** replied to my email and said that none of the products had the ability to cause this problem/result and that it appeared to be a clear coat failure. I replied and told him that was funny because it was perfectly fine prior to using their products. I'm not really sure what my options are here. I have not reported it to anyone else.Initial Complaint
06/12/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Chemical Guys Hard Water Spot Remover was purchased on 4/30/23, and applied to my vehicle, 2023 ******* Elantra N, in overcast conditions. The directions on the bottle were followed in the application of the product. Approximately 30 minutes after the product was applied as specified, hazing appeared throughout the area where the product was applied. Given the conditions were overcast and as the sun was setting, it was difficult to see the extent of the damage. It was also beginning to rain. So I utilized my cellphone flashlight on my IPhone 14 Pro *** to examine the damage to the extent possible, as drizzle accumulated and after the rain cleared about one hour later. The next day, my suspicions were confirmed that the product had damaged my vehicle. I reached out to a professional detailer on 5/12/23, after repeated attempts to wash away the damage were unsuccessful. I attempted to polish a small test site by handle to no avail. Upon the detailer attempting a stage two correction, it became apparent that the damage will require further interventions. After I reached out to the company in question for their support and proposed rememdies, they offered to, as a courtesy, we can provide you with a bottle of our P4 Precision Paint Perfection Polish and White *** Logic hand pad. That would do little to improve this situation. It was also stated that the surface might've been hot when applied or started to get hot. The bottle doesnt mention that the surface would need to be cool, only that it shouldnt be applied in direct sunlight. The product was applied in overcast conditions just before rain began. I fear that this product may have cause damage that will not be easily repairable. The company has not responded to my email rejecting the products they planned to send as a courtesy. Therein, I requested that the matter be escalated. I would like them to send someone to view the vehicle and pay for the repairs.Initial Complaint
06/07/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 5-15-23 I placed an order #CG01515504 ******** past wax and buffing pads. When the order arrived I found the wax was solid hard chunk not paste. I tried mixing it up and it all turned to liquid instead of paste. I contacted their customer service twice by emailgot no response on either email.Initial Complaint
05/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased Heavy Duty Water Spot Remover from my local Chemical Guys to use on my 2022 **** Mustang ************* up leaving spots on the windshield that blurred the vision from inside the vehicle. Took my vehicle to the local Chemical Guys. The local Chemical Guys verified it themselves with a different bottle of Heavy Duty Water Spot Remover that they pulled from the shelf. They spent two hours trying to polish the blemishes away to no avail. The product stained the Windshield. The local Chemical Guys said to contact Chemical Guys corporate for additional assistance. They were ignorant of the issue and essentially said it was my fault for using it it hot weather, albeit in less than 80 degree weather and in the shade of my garage, before completely ignoring my emails. Replaced my windshield today. It was $1,500 dollars. Seeing as how the issue was replicated by the local Chemical Guys, there is no warning about this on their bottle, I feel they should pay for the new windshield, if not at least half of the cost of replacing it.Initial Complaint
04/17/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought the Heavy Duty Water Spot Remover from the local Chemical Guys in ******* ********. I asked for a tutorial on my PPF. It worked wonderfully. I was then told the same application can be done on glass surfaces. I went home followed the tutorial and now where I dabbed it on the windshield, there are spots that creates a distortion or warping effect on the glass. I immediately drove back to the Chemical Guys outlet here in ******* and asked for help from the owner. He spent about two hours polishing my windshield to no avail. He too took a different bottle of the Heavy Duty Water Spot Remover off the shelf and replicated the issue on my vehicle. I used this on a 2022 Mustang Mach ** It only ever had three products on it in the past; invisibleglass cleaner, HydroView Ceramic Glass ****************** and Hydro Slick. I understand that it would remove ***********, that was expected. However, what was not expected was to have this seemingly staining effect where I initially applied dabs of the compound to my windshield. Per the call with Chemical Guys customer support, I have sent the video evidence the Chemical Guys took here in ***********'s very hard to see via phone camera, but is clear as day in person and is very distracting while driving. However, you guys at corporate should be working with them locally to get a higher resolution image of the issue which the detailer at the shop does have. All fixes that have been recommended have failed up to this point. It's so bad, the windshield going to need to be replaced at this point.I contacted the local dealership where I was told it would be ***** dollars to replace it. This is not an expense I should have to cover when the bottle says nothing about this issue, using it over other products, and when it's own outlets have verified the issue. All documentation pertaining the cost is available upon request.Initial Complaint
03/30/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed my order on March 14. To date I have still not received my order. I reached out to customer service on March 22. I was told they would look into it. Today is March 29 and still nothing. **************** seems useless at this point. I just want others to know this company seems to not care about the small orders. I finally had to dispute the charges. I just feel their customer service needs an overhaul.Initial Complaint
01/07/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Bought the chemical guys product. Applied as instructed, looked outstanding at first. It rained 2 weeks later. But when I went to wash it I notice spots all over hood and trunk. So I washed it then dried it hoping spots would come off. Nope so I used the clay **** spray and cream but nope spots came right up threw the wax. I emailed them explaining and sent pictures. They told me to use the clay *** again. Repeat steps. I did but omg my paint is horribly damaged. Like the products had acid in it and ate through my paint. I'm in disbelief. I have pictures of the damage this product caused. All I want is for my car to be fixed.Initial Complaint
09/11/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Bought a product that called nice and wet tire and trim protection to shine plastic surfaces and protect it from fading . My truck is new and after cleaning I applied as directed and the next morning the black plastic on the bed rails of my truck completely faded and turned white and grey . I called 3 times to customer service and sent multiple pics via email. They told me to buy another product from them for $17 and would fix . I did than and nothing happened I took truck to dealship service and they said they needed to be replaced they gave me me a verbal quote of ******* . Their product did the opposite as advertised and damaged my property.Business response
09/23/2022
Business Response /* (1000, 5, 2022/09/12) */ Hello, Mr. ********. Please contact our customer service department and reference Case #XXXXXXXX. We would like to learn more details about your experience to understand how we can help. Currently, our system is indicating that you did speak with one of our agents and images of the vehicle and details of the application were requested. To date, the requested images do not appear to have been provided. Thank you.
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BBB Rating & Accreditation
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Customer Complaints Summary
32 total complaints in the last 3 years.
13 complaints closed in the last 12 months.