ComplaintsforZiebart

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: October 4, 2023 Amount of money paid to business: $386.74 The business committed to provided, Diamond Gloss for the exterior with scratch repair, inner guard cleaning and protection for the interior, Aquapel, engine degrease, interior sanitize, lemonex and germ defender. Nature of the dispute includes damage/staining of back window (etch in the glass), they tore the black cover off of the window button on the driver side door, and the rear interior seats were cleaned and protected as paid for. There was still visible dirt on the seats/The business has not tried to resolve the issue. They emailed and continued to say that it was not their fault and took no responsibility for anything. The vehicle was dropped off without damage and was not picked ** in the same condition.They did not even accept the fact that their employees did not complete the cleaning on the vehicle. This establishment damaged my vehicle and did not do the work they were paid for. Transaction #: ***************

  

  Business response

  11/02/2023

  This cusotmer was not satisfied with work completed at our Ziebart location in **********.  She did reach out to our customer service department to help mitigate the situation.  They provided explanations and details as to why there were damages to the vehilce.  Neither of the damages reported by the customer were caused by **********************.  The email chain between **************** and the customer service department.

  Customer response

  11/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I dropped my vehicle off around 8am the morning of October 4th.  It was picked up around 5pm that same day.  At 8am the vehicle that I left in ****** possession was in prestine condition with all buttons having their covering in place and no damage.  The rear window did not have any staining.  At 5pm when the vehicle was picked up there was damage.  During this window if time Ziebart had full possession and control of the vehicle.  It was in that window of time that the damage occurred, especially since no one else had the vehicle.  Upon noticing the damage to the buttons, **** advised that they had an interior guy (*********************** with Superior Auto Interior LLC) that they work with.  He mentioned that he would call him for the repairs.  He gave me the gentleman's card and then told me not to call him because he would call him about doing the repairs.  When I brought this up in my communication with the customer complaint department they said that he shouldn't have said that, so they backtracked on ****'s commitment to me.  They did not deny that he said and took responsibility for it.  **** knew that it was not damaged when I left my vehicle in their possession, in good faith, that is why he was taking responsibility for contacting the interior guy.  He knew the damage was not there that morning.  Regarding the back window, **** did a complete walk around of the car noting its condition and my rear window did not have staining on it.  If it had, he would have said something.  He didn't say anything because it wasn't there.  Also, when he got in the car to drive it away he would have said something about the buttons if the covering was missing.  He did not because it was intact.  **** knew that the damage was caused while Ziebart had my vehicle and that is why he was willing to have the interior guy fix it.  The store manager, *****, also saw the damage on October 4th.

  In regards to the interior, I paid to have the interior cleaned, detailed, disinfected, etc.  This was supposed to include the entire interior, however, the back seat of the vehicle was not cleaned.  There were still visible stains on the light interior.  They did not fully and completely clean my hair, thus I did not get the service that I paid for, which also makes me believe that they may not have completely the disinfecting process as well.  This is more than not being satisfied with the service.  They simply did not do the work that I hired them to do.  I have been going to Ziebart for around 10 years and have frequently got the interior cleaning service, but have never had my vehicle returned to me dirty.    This has been the worst experience that I have ever had at Ziebart.  The attitude of this establishment is that they do not care.  They would not even provide a name for the person that was communicating with me.  This is not the behavior of a business that values its customers.  I am not satisfied with their lack or accountability and nonchalant approach.  I should not have to pay for damage caused my them, or pay for a service that was not complete.  Good paying customers should not be treated like this by any company,  anywhere.  They should not be able to do this and make customers suffer because they are not willing to responsibility for there actions.

  
  Regards,
  
  ***********************

  
  

  

  Business response

  11/09/2023

  We have provided explanations at nauseum to this customer as to the whys and hows of her concerns.  We attached the entire email chain between **************** and our customer service department.  Again, we will not be offering to replace, repair, or redo any portion of the service.  Also, being as we have multiple locations in the *****************, we find it best for both parties that going forward the customer use a different ********************** for her services.  

  Customer response

  11/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

   

  Ziebart is responsible for the damage that happened to my vehicle while in their possession.  Again, my car was in great condition when dropped off, and was not in the same condition when I picked it **. In fact, it was damaged.  They are also responsible for taking my money and not fully providing the service thay I paid for.  I, at nauseum, have expressed and stated this very thing.  To simply say that the company will not repair and refund a paying customer for a situation created by ********************** is simply unacceptable and ridiculous.  This audacious behavior is beyond unsatisfactory.  To think that it is okay to think that a customer is supposed to accept response is insane, lacks value for the customer, unprofessional and poor business practice.  I am not and will not be satisfied with this response in Ziebart's wrongdoing towards me and my vehicle.  I entered into a contract for service with them and they did not deliver.  Not only did they breach this contract for service by not providing the full interior cleaning service that I paid for they created damage to my vehicle that I left in their care.  Ziebart is wrong in this matter and needs to be held accountable.  

  
  Regards,
  
  ***********************

  
  

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I has my 2021 GMC **** in for a ************** for paint protection. Upon picking up my truck I found damage to my ride side mirror. And subpar work completed. I talk with the Manager and he made every excuse and will not except accountability. Also paid for window tint and it's not installed correctly. I want my mirror replaced and the work preformed corrected. This work was done at the ****** Location

  

  Business response

  11/06/2023

  The customer had several communications with our customer service department.  On October 30th he was notified that we were issuing a refund check for the brow and also a two-party check for the damage to the mirror.  

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called Ziebart to have **** Trax undercoated and rust prevention. I explained that I had removed the wheel liners and wanted the undercoating all the way out to the edge of the fenders directly above the tires and that the **** system vent was exposed in the rear wheel area and needed to be covered BEFORE undercoating. I was assured none of this would be a problem. Dropped off Monday 10-16-23 night for 1st appointment Tuesday 17th. Well at 4pm we stopped in because we never got a call. They waited to do our car until last, whatever. By the time we got it home the engine light was on, yep **** trouble code P0446. Upon investigation, found that they plugged the **** filter vent with undercoating, after I was told would be covered with tape or something to prevent this. Also none of the fenders had any undercoating on them. As if they just stuck the spray tool above the tire and waved it back and forth. Called just before they closed on the 17th and one of the guys argued with me then hung up on me. Friday 10-20-23 I took off work to fix the **** system and when presenting the issues to the male at the front desk at Ziebart, he only offered to give me further services for discounted rate. What about crediting me for having to service the **** System because of something they caused on a 3-week old vehicle. Also I went to NAPA and bought 2 cans of 3m undercoating and finished the fenders that they failed to do as promised. Now we are having a side detection system trouble code because they coated over top of that as well. Dealer won't cover under warranty because Ziebart caused the issue.

  

  Business response

  10/20/2023

  We have reviewed the situation and taken steps to ensure this never happens again.  We understand our customers deserve the best and we value your relationship with our company.  It greatly bothers us to hear that a conversation was had and promises were made only to be disregarded.  Based off the information you have provided it is easy for our department to see that Ziebart dropped the ball.  At this point, we feel it is more than necessary to apologize on the stores behalf.  After reading your ****** review and your BBB complaint, we have a couple questions.  Did you service the **** filter issue yourself?  What were the costs involved in correcting this error?  In regard to the side detection issue, we see there are a few forums out there which include comments from others about this same issue.  We would appreciate if you could take a little time to research those and see if this seems comparable to what you have been experiencing.  We look forward to your reply.  Once we have further information available, we can make the best decision on how to move forward.  Please accept our sincerest apology and feel free to discuss any further concerns regarding this issue.

  Customer response

  10/24/2023

  Business reached out directly and seems to want to rectify the issue that I experienced with one of the local facilities.

  Customer response

  10/25/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

  Business reached out directly and seems to want to rectify the issue that I experienced with one of the local facilities.
  
  
  

  Regards,

  *****************

• Initial Complaint

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my 2022 *** from *********************** last year. Part of the purchase was the rustproofing and soundproofing of the vehicle. I picked up the vehicle drove back to ******** and thought everything was fine. This past June, as part of my annual maintenance I brought my ********* to the Ziebart in ******* **********. You could've imagine my surprise and anger when they informed me that they couldn't perform the maintenance as the rust proofing hand never been done (all they could see was some spray in the wheel *****) and when they removed the plugs in the door to perform maintenance, there was nothing there. Empty. They felt bad for me, but said they couldn't do anything and that I had been ripped off and to call corporate to complain.They did renew my diamond gloss protection, but said they couldn't do anymore. I spent a ton of money for this process to NOT be done. This is warranty IN3509744-R.

  

  Business response

  06/29/2023

  This has been resolved.  The customer is returning to the location in ********** in August to be remidied.  The information provided to the customer, by the ** location, is contradictory that then information provide to ZIebart.  

• Initial Complaint

  06/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Please find the attached email communication (below) with Ziebart regarding our Limited Warranty Rust Protection on my classic historical **** ****** Pick up Truck / Extra Cab /Long Bed

  

  Business response

  07/06/2023

  The warranty that was issued on the vehicle in question is a limited repair warranty.    Estimates for the repair of the vehicle have been requested multiple times, however ******************** has been unable to provide repair quotes from a reputable, licensed repair facility.   Having already had several claims in the past, he is well aware that we are not a body shop and that this is not work that we perform in house.   Without a quote from a legitimate business that is willing and able to perform the repairs we cannot process the claim any further.  

  Customer response

  07/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  1) The valuable Ziebart Limited Warranty Rust Protection that was issued on the vehicle in question, a unique Classic and Historical **** ****** Pick-up ***************** / Long Bed, is still a valid limited repair warranty when Customer / ******************** is still the operator and original owner of the vehicle at issue.
  

  2) The Ziebart Limited Warranty Rust Protection provides the Customer / ******************** with necessary repair services, and he is not obligated to acquire quotes for repairs of rust on the vehicle.
  

  3) The Customer / ******************** is not in the vehicle rust repair business, nor a rust specialist to discover where all affected areas of rust are on the vehicle, especially on areas that he may or may not see or know about rusted areas on the vehicle.  
  

  4) ******************** is not required to assume any responsibility or liability for repair quotes, repairs to a rusted frame and body parts, or applying rust protection.
  

  5) The Customer / ******************** is not obligated to drive an unsafe vehicle in search of a reputable business for a total vehicle rust inspection and repair. (Matter of public safety to all others)
  

  6) Since filing a claim in September 2022, 10 months ago, Mr. *************;has followed annually, and performed his duty to make your vehicle available to the Ziebart Dealer to perform repairs and rust protection as necessary, as clearly dictated in the Ziebart Limited Warranty Rust Protection at line No. 6. 
  Note: Your Ziebart rust-protected vehicle will be worth even more at time of sale by following these simple suggestions!
  

  7) Ziebart is well aware of its obligation to the Ziebart Limited Warranty Rust Protection at issue, for repair and rust protection from their own repair quotes from a reputable, licensed repair facility involving any repairs, warranty issues, or liability concerns. 
  

  8) Having already had several claims in the past, Customer / ******************** is well aware that Ziebart has previously removed the vehicle from ******, **** to ************, *******, for necessary repair quotes from a reputable, licensed repair facility, next make the repair (Out of house), and finally to apply rust protection as dictated within the Ziebart Limited Warranty Rust Protection.
  See Attachment: Ziebart record of timetable to performance of rust claim from March to August 2012.
  

  9) Recently, Ziebart inspected the vehicle at issue for rust during the annual rust inspection in September 2022.  Ziebart recklessly sprayed rust protection over the rusted frame and body parts and released the vehicle back to the Customer / Mr. ************************************* Product Liability). Upon taking the vehicle to a ****** Dealership, they noticed major rust concerns and a public safety hazard.  ****** service representatives advised not to drive the truck, which has remained with the dealership while accruing daily cost.  If Ziebart is not willing to perform necessary services and provide repair quotes from a reputable, licensed repair facility, make all necessary repairs, and rust protection under the Ziebart Limited Warranty Rust Protection, then a meaningful settlement is the only option as a remedy of relief to the matter for the Customer / ********************.   See previous attachments of rust issues in complaint.
  

  10) A meaningful settlement was previously discussed with Ziebart before the Customer / ******************** was going to have to spend more valuable time to contact the Better Business Bureau, if Ziebart now replaces the vehicle at issue with a new comparable model Pickup truck, or now offers ******************** $14,500 for the release of his valuable Ziebart Limited Warranty Rust Protection on his unique Classic and Historical **** ****** Pick-up ***************** / Long Bed, he will immediately accept the Ziebart offer, and next, turn over and release Ziebart of any further obligation to performance in the Ziebart Limited Warranty Rust Protection. 
  

  Regards,
  
  *************************

  
  

  

  Business response

  07/14/2023

  Our position has been stated and remains the same.  Without a quote from a legitimate business that is willing and able to perform the repairs we cannot process the claim any further.  

  Customer response

  07/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  As previously noted and dictated to Ziebart Dealer and Ziebart ************************** the customer **** ********* does not have any obligation to repair the vehicle.

  All "provisions"and simple "controlling terms" are dictated in the  Ziebart Limited Warranty Rustproofing claim. (Emphasis added)

  Specific to statement(s) at:

  No.1.  Deliver the vehicle to the ZIEBART Dealer who issued this warrant, or

  No. 2.  If the processing Dealer is unavailable, to any participating licensed Ziebart Dealer. 

  No, 4. Present the original of this warranty to the ZIEBART Dealer to show the description of the vehicle warranted and and the performance of the required inspection(s).

  No. 5, Complete and sigh a standard claim form provided by the ZIEBART Dealer

  No 6.  "Make your vehicle available to the ZIEBART Dealer to perform repairsfnd rust protection as necessary."

  This matter is not only a consumer issue, it has become a public highway safety matter for possible review by state(s) Attorney General and State Highway Patrol. 

  ******************** request Ziebart to immediately repair the vehicle as warranted, or pay the current buyout option of the Ziebart Limited Warranty Rust Protection of $14,500.
  
  Regards,
  
  *************************

  
  

  

  Business response

  07/20/2023

  We have not stated nor suggested that that ******************** has an obligation to repair the vehicle himself.  We've simply asked that he obtain estimates for the repair to be completed.  
  
  No 6.  "Make your vehicle available to the ZIEBART Dealer to perform repair and rust protection as necessary." - this step in the process assumes estimates have been obtained and a repair facility has been agreed upon, therefore the vehicle needs to be made available for the repairs to be completed.  There is no language that indicates who is responsible for obtaining estimates. Prior records suggest that In the nearly 37 years since this vehicle was first protected and the 13 previous warranty claims that have been filed & completed, obtaining estimates has been handled both ways.  Sometimes we obtained them, and other times ******************** did.  
  

  In regards to "pay the current buyout option of the Ziebart Limited Warranty Rust Protection of $14,500" - the warranty issued does not included any type of buyout option.  The warranty is to "repair and rust protect the rusted through area"  If there is no reputable, licensed repair facility that can provide an estimate to repair the vehicle we cannot process the claim any further.   

  Customer response

  07/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Please make all rust repairs and rust protection, as necessary under the Ziebart warranty.  

  As advertised : "IT'S US OR RUST"

  Public safety is also a priority to this Ziebart warranty issue.

  If Ziebart is unable to repair the vehicle under the dictated terms of the warranty, then it is only reasonable to replace the vehicle with a new similar model.
  See: **********************************************************************************************************************************************

  The customer would like to get this matter resolved, as it has caused unnecessary hardship and delay of enjoyment in the use of the vehicle under the Ziebart warranty.

  
  Regards,
  
  *************************

  
  

• Initial Complaint

  02/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 24th, 2023 I contacted the ************ ziebart location located on *************** and *********, in regards to installing tint on my classic vehicle. I opted to choose ziebart even though they are significantly higher in price than any competitors, because of the reputation of the company for being quality oriented.I ended up paying ****** dollars that day and had the worst Tint job I have ever seen installed from any company. The eyebrow on windshield line is wavy and crooked, the corners are peeling off all over the rear windows and to top it off they have large HOLES throughout the window tint. I just want a refund because this is unacceptable, some minor tint issues a can be expected from any tinting company. But I paid roughly 4 times more than what competitors charge and got the poorest quality of any company Ive ever dealt with.

  

  Business response

  02/28/2023

  This customer has already been in communication with the store who did the work.  He has been advised that he needs to bring the vehicle in for them to evalute.  The customer waited in the area while the work was completed and the vehilce was walked with store staff upon completion.  The store indicates the customer looked at the vehicle for about ***** mins before leaving.  We are not willing to offer a refund for the service because the product carries a lifetime warranty.  

  Customer response

  03/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  when tint is first applied its very dark and bubbled of course I could not tell what defects were permanent in the first 10-15 minutes before I left.

  just because I sat in the lot For 10 minutes does not mean I was inspecting tint I took a couple exterior photos and was on the phone with my associate as I try not to drive and use cellular phones. My time in the lot was not an inspection I contacted them the next day. 

  I took it home and did an inspection of the vehicle with a flashlight and realized how many defects there were. There are large and small wholes throughout I have photos and of corners peeling. This is not just a small lets re do this spot The whole job has defects throughout.

   

  I feel like the store is upset with my complaint if it was their car they would feel the same way, as I said before I was not upset with the front office, but the workmanship or lack there of from the installer that day. 

   

   
  
  Regards,
  
  *********************

   

   

  
  

  

  Business response

  03/02/2023

  As we previously mentioned, the store is more than willing to look at and evaluate the tint.  Any windows affected by poor workmanship are covered by the lifetime warranty and would be redone.  Also, if the option of a refund is offered by the store, the tint would have to be removed.  A trip to the store is required to resolve any of these issues.  We are also aware the customer is recovering from a recent surgery and advised that this can be handled once he is in a state to bring the vehilce in. 

  Customer response

  03/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I will attempt to seek resolution in person next week regarding this , the front sales staff have a great sense of understanding of the needs and expectations of customers. 
  

  once a resolution is made in store I will remove the complaint from the BBB
  
  Regards,
  
  *********************

  
  

  Customer response

  03/13/2023

  I have not been offered any upgrades offered discounts to the job , only come in take another 1-4 hours of your day to have it fixed or possibly a refund but no promised. 
  

  I paid them ****** for a horrendous job and they havent offered any compensation for me having to come and take yet another time to get the remedied. I dont the they get the premise that I should be compensated for having to have this all ripped out and re done. It was paid for to be done right the first time. Not pay 512 premium price and come back and try again.

   

  I will get it remedied within their policy but it seems like the only who loses out when I job is done horrendously is the customer  because they have to spend time out of there schedule and set aside hours to be without a vehicle due to a lack of quality control. 

• Initial Complaint

  11/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  11/26/22 had remote start attempted to be installed they messed up all my dash lights came on. I had to drive over 250 miles back and forth yo get fixed then offered me ***** off thats less than my gas.

  

  Business response

  12/12/2022

  In reviewing the information provided it appears as though your purchase was made with a Ziebart location in ********.   Unfortunately I am not affiliated with that location so I am unable to help you.  The business in which this complaint was filed is an ********************* with locations in ******* & Ohio only.  

  Customer response

  12/13/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***************************

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *********************** and I just picked my car up and I'm highly ****** and unsatisfied for the price I paid for the services. The vinyl in the car was not even touched. Ashes still in tray, the upholstery was dirtier than what I bought it in, seat belts, mirrors, visors, door handles dirty. My mates were not clean either. I want a refund. The least this shop could had done was give me a complimentary car wash. Like how you put all these ***** stains on my seats than say the seat belt did it but under the seat belt I showed the rep it was clean. This was a terrible effort to clean my car. I got my car clean at the ********** location in ******, ****.

  

  Business response

  08/09/2022

  We received your photos and do see where there are some areas which require further attention.  When any vehicle comes in for detail we always have to consider the condition it arrives to us in.  As much as we would love to be able to return every vehicle to a showroom new appearance, we understand that just isnt possible in all cases.  Also, our primary goal is protection and preserving the life of vehicles.  Unfortunately, there comes a time when the condition of a vehicle is beyond what our services can rectify.  The stains from age and wear in the cupholders are not part of what we do as a company, this would be moving on to a reconditioning type of service. We do not clean inside personal compartments unless requested, hence why the console and ash tray were not cleaned.  We also do not clean the trunk area of the vehicle.  As far as the discoloration of the seats, when a vehicle is older, it is very possible that the years of dirt get brought to the surface with the use of the extractor.  We would be happy to make a return appointment to have some of the service redone.

  Customer response

  08/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  

  Hello,

  I am not willing to come back into the shop and have my car cleaned again because it left dirtier than what I brought it in. The age of my car should not excuse the lack of service provided. It was not a good job period. How does a company have pictures, details, and disatifiacation from a customer and refuse to do the right thing. It's fraud to provide lack of service, min expectations then try to offer a redo but at my inconvience. It will take too much to come back in and again, my seats and floor are worst. I want a full refund. Picrures don't lie, how can you expect to be compensated again for a bad job??? Your a million dallor company, how is a refund such a hardship to you as paying for a horrible job was for me? 

  Regards,
  
  ***********************

  
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7-29-22 I dropped my suv off at 10am at Ziebart Bloomington for my yearly inspection of the Gold Shield Package where they inspected undercoating, applied **************** protection, detailed the outside, and clay *** treatment. The manager ******** did a walk around and he wrote down any dents or scratches found. I left & then returned at closing time and drove straight home and upon exiting vehicle to go inside noticed a NEW 2 INCH dent & scratch. I immediately called Ziebart but they were closed so I called back Monday morning 8-1-22 and spoke to Nate & told him of the damage and how I thought it may be from a door ding from another customer there so I asked him if he would look at the cameras to maybe get a license plate number so I could hold whoever responsible. He said he'd see what he could do & call back. He didn't call me back. I called him back in the afternoon & asked what he found out. He said they don't have cameras outside & he couldn't help me but said he did look at his walk around sheet and no dent or scratch that big was listed & he agreed it wasn't there upon drop off. Since then I reported it to my insurance & 2 body shops said what I initially thought was a door ding isn't consistent with that and that someone has either dropped something on it or hit it with something. This issue needs resolved. Also had problems with the leather treatment & outside detail. On my leather treatment you can see where it was done, and where it was not. You can tell the differences by the places that are shiny, dull, and also by the wipe marks. Also the outside detail looked good except in 2 spots the front right fender & left rear door where some kind of liquid was sprayed & not wiped or rinsed off & it drip dried to the paint. For the price I paid for that package this all is unacceptable. My very first visit after I bought my suv they skipped doing the 3rd row carpet protection so I had to inconveniently take it back to get it done. Have lost my trust.

  

  Business response

  08/05/2022

                 Thank you for providing the details of your recent visit to our Bloomington location.  We are sorry to hear that you found damage after having your vehicle serviced with us.  Based off the information you initially provided,its very clear that you believed this damage is the result of a door ding. We would love to be able to provide you additional information, however, that is simply not possible.  Once you leave our parking lot we are no longer able to be held liable for any damages.  We wish that would could offer further assistance in this matter.  In regard to the workmanship issues, we would be happy to have you come by for touch up of these areas. 

• Initial Complaint

  07/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband scheduled an appointment for the 15th (June) the soonest they could get me in for annual maintenance, he texted me the appointment date and time, that it needed to be there WHILE ON THE ***** with them. We arrive for my appointment only to be told they had us down for the 28th! They said they would try to getting my car done anyway but it may be next day, so our one day off work turned into two days (one bring unpaid). I asked to have my seats cleaned before maintenance, $219.99. Went to pick up my car and my seats are still dirty, they said you can wait and well shampoo again, after having my car for 24 hours and telling us it was ready. I made a complaint on their ******** and they asked me to email them. The only response received was we offered to clean them again. I sent another email with photos and have not heard anything back. I cant afford another day off to take my car an hour away to be cleaned. Terrible customer service.

  

  Business response

  07/19/2022

  As the store advised, they are happy to redo the service.  We can even make arrangements with a different location to redo the Inner-Guard portion from your recent appointment.  The customer denied this and is only asking for a refund.  The vehilce was brought in with a significant amount of dog hair and the staff believes the customer has used some type of product on the seats which caused discoloration.  We will never be able to rectify that situation, however, we are still offering to redo the vehicle.  

  Customer response

  07/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  As explained before, your locations are not close to me.  Greenwood was the closest and still close to an hour drive. Your customer service is very lacking. It took me less than 20 minutes to clean my seats on my own. $220 wasted at your location for my car not to be cleaned and additional money to be spent to do it myself. This doesnt include the additional day we had to take off work to pick up the vehicle. I will not be continuing my contract with your company. 
  
  Regards,
  
  ***************************
  

  

  Business response

  07/27/2022

  Our offer to redo the service still stands.  We realize the inconvenience this may have caused and for that we apologize.  As we previously stated, we are not convinced the pictures which were submitted were from after the service.  In addition, if touch *** on the seats are all that needed done after the initial visit, then we could have made arrangements to have that done while you wait, rather than dropping the vehicle off for the day.    

  Customer response

  07/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The photos were from after the cleaning. Your associates didnt even go look at my car when we reported there still spots before we took the car home. We should not have been called and told it was ready with these spots still there. I hope your team has learned from this and doesnt repeat for anyone else. It was not ready to be picked up and its not right to expect someone to have to wait once they get there to have something cleaned again and take it home with wet or damp seats. 
  
  Regards,
  
  ***************************
  

  

  Business response

  08/01/2022

  Our response to the customer will not change, regardless of how many times they reject our repsonse.  We have offered to redo the service and that is what still stands.  

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