ComplaintsforIsland Time Mobile Detailing LLC

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car detail on new 2022 Bronco ******** completed on 06/28/2023. I dropped my car off on 06/28/2023 for a detail, paint was in excellent condition prior to dropping off, on 06/29/2023 I picked up my car to find scratches covering entirety of car. I complained to owner who said these were already present on car and cannot offer repair or refund only resolution was for me to pay for paint correction which is thousands of dollars. I have before and after photos showing that these were not present on my car prior to initially dropping it off.

  

  Business response

  06/29/2023

  Good morning,
  The vehicle came into our possession dirty (as to be expected as coming in for a detail). The customer stated she had recently taken her vehicle on a cross country road trip and was coming in to be cleaned post road trip along with window tint application. The vehicle does not have PPF or a Ceramic Coating to protect the vehicle from road elements and debris that can be acquired while driving across the country that cause scratches. Evidence of debris was still present on the vehicle when provided to our shop that can be seen via our shop surveillance system and from the before pictures we took of vehicle. We also have a terms and conditions posted to our website that specifically outlines the risks associated with services. This can be found here  **********************************************. Services were performed and customer came to pick of vehicle. Customer and I walked to look at vehicle for inspection, we then went inside where customer paid (and tipped $130 for service). Customer boyfriend contacted our business about the vehicle approximately 20 minutes after customer left stating customer was unhappy with scratches and swirls, customer boyfriend stated he would call their detailer in California to see if vehicle had scratches before the cross country road trip. Customer texted our business two hours after the fact stating we either “dirty buffed” her vehicle or took it through an automatic car wash and requested a refund. We have  video surveillance for the entirely of the vehicle in our possession that proves the vehicle did not in fact leave our shop. We do not have an automatic car wash in our shop. I have a witness to the entirely of the detail where no polishing (buffing) occurred because that is not what the customer paid for. What is included in a exterior detail can be found listed out in our website here *******************************************************s. A foam cannon is used to apply soap along with hand washing (buff) in a linear pattern to reduce risk of scratches and swirls. This was explained to the customer along with declining a refund as services were provided as defined by our website in accordance with our terms and conditions. Customer asked what can be done and we said we offer paint correction but we never attempted to sell the customer the service or stated the price of service. See messages and a before photo of debris attached. Black paint can be difficult to see scratches and swirls while dirty, it is understandable that the customer is noticing these defects once the vehicle has been cleaned but they are not there due to our negligence. There are more images than allowed to upload so please let us know how we can provide those. Thank you.

  Customer response

  06/30/2023

  
  Complaint: 20254130
  
  I am rejecting this response because: business states that I did not have a ceramic coating to protect from elements however, I do have a ceramic coat and told them that when dropping it off. It was professionally done when I purchased the car. I can provide proof of this if needed. Car was in perfect condition before dropping off. Business had car parked in shade, therefore was unable to see detail job and scratches before leaving. When I got home to inspect further with boyfriend, it was obvious that scratches were covering entirelty of car.  
  
  Sincerely,
  
  Courtney ******

  

  Business response

  06/30/2023

  Good morning,

  
  I did not scratch this vehicle and I have a witness. The patterned swirling the customer is stating caused over the entire of car (as claimed by customer) is by a mechanical polisher which I did not use as that is not what customer paid for.

  I have attempted to upload imaging but website states the file is too large. BBB please provide alternate method for uploading large files.

  We will not be providing a refund as the services were provided in accordance with our terms and conditions of the detailing services and the claims are false. Refunding the money under fraudulent pretenses is theft of service under Florida Statue Section 812.012.

  
  Thank you.

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