ComplaintsforSpiffy

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a car wash for my SUV on 3/1/2024 and the Spiffy employee promptly arrived and I told him I purchased the add-on services to have two car seats washed and detailed. He acknowledged my statement and finished washing the car within the next few hours. However, the two car seats were completely untouched and I sent Spiffy proof the seats had not been cleaned. I have followed up three times without receiving a substantive response or a refund. I have emailed and called. This is very frustrating and poor customer service. I will not recommend ********************** to friends and family.

  

  Business response

  05/29/2024

  We will issue a $43 refund for the upgrades. 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had my front brakes and rotors replaced by Spiffy on November 27, 2023 for $353.93 (tax included). The tech who came out was very kind and courteous, absolutely no complaints with his superb customer service. However, shortly after my service I realized that the wheel cap on my front passenger side tire was missing. I reached out to the company twice via email (emailed 11/28; no response. 12/3, emailed again) and finally received a text message from the tech 12/4 requesting my vehicle's details in order to get a replacement. It's been silence ever since. It's now 12/11, no updates. My concern with the brakes squealing has yet to be addressed when it was mentioned over a week ago, so I'm emailing them again today. Frankly I find it odd that I'm not receiving any email correspondence in return. I gave the brakes plenty of time to settle in and they're still squealing whenever I slow to a stop. I wouldn't feel the need to file a complaint here if the manager or customer service reps were a little more communicative. All I want is for someone to come check the brake and rotor work, maybe get a different tech to have a fresh set of eyes on it, and provide me with literally any update regarding the wheel cap's status. I'm not asking for a refund or anything like that. I just want my service done right.

  

  Business response

  01/25/2024

  We addressed the customer's concerns to her satisfaction. 

  Customer response

  01/26/2024

   
  Complaint: 20988025
  
  I am rejecting this response because: I have yet to receive the wheel cap and my brakes are still squealing. The tech was very helpful, very courteous during his second visit, and I sincerely believe he has done everything he could to address the squealing while working on his own; still, I was told that the wheel cap was ordered and I have yet to receive any updates about that.
  
  Sincerely,
  
  ********************

• Initial Complaint

  08/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On June 30th I had services provided by Spiffy. The headliner on my Audi was damaged by a product used by the technician. Spiffy has been provided photos, and a text and email the next day when it was clear the area wasn't dry and was damaged. Spiffy continued not to respond to emails, texts and phone messages aside from an email stating they don't clean headliners. In fact, they did and it caused damage. A representative of the business came out, claimed the sunroof liner was leaking (the area damaged doesn't reach the sunroof and Swedish Imports will attest there is no leak and the liner has not been replaced) and that there was mold on the liner-which Swedish Imports can also attest is not true. He offered me a free Spiffy wash, He has not provided me a written copy of the claim denial, and the Regional Manager has refused to return my calls despite claiming he would call definitively on 8/10/23. The claim denial is an outright lie, and I was not given a copy of the claim to review or sign. I have supported the company for almost ten years.

  

  Business response

  08/17/2023

  ********************** has been a valued customer for nearly a decade, and has long been an advocate for our brand. We mishandled her concerns, and provided a less than world class customer experience. We have apologized to **********************, and are working directly with her to address her concerns to her satisfaction. 

  Customer response

  08/17/2023

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

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband ********************* paid for a mobile car cleaning service to come to our house and detail my car. He paid for a package that included Hand car wash and towel dry, complete interior wipe down includong windows, complete vacuum, and he paid for $60 extra for seat shampoo. Our appointment was today at 8:00am, keys were left where promted per company so there was zero face to face contact. Company van left at 11:00am. I went outside to look at my car at 11:20. When I walked outside my windshield wipers were going off, my bkinker was on, and my whole car was left ON! With the key in the gas cap. You can tell obviously the seats have not been washed or wiped down in anyway. All dirty spots on all seats front and back. The centee console was still filthy. The cup holders were filthy. The doors and steering wheels were not clean. I have videos, i have pictures. My husband ********************* called and complained to the company snd they asked for proof. We sent all pictures over and they are still refusing to give a refund! My car does not look clean, or nice. We can not pay for this service! What did they do in my car for 3 whole hours. And WHY was my car on/ LEFT ON! Pleasee bbb please help. This is not fair. I would love to share all pictures and videos. Do NOT hire Get Spiffy!

  

  Business response

  08/01/2023

  We apologize for the customers poor experience with us, and agree to the requested full refund.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of srvc: 04/28/23 My rims had peeling and NO DISCOLORATION, before any of the Spiffy services. I have talked to the ** multiple times and he has also stated on the phone that he agrees, and that there was no discoloration on my rims, only peeling of a clear coat. The peeling of the rims did not produce discoloration, my rims were still silver. After the service I noticed my rims were now black. There is paint damage that was caused via the scrubbing of my tires. I spoke to customer service, and gave them photos. The ** called me the next week stating that the before pics showed my rims were peeled, but he also noticed the discoloration of the AFTER SERVICE pictures and confessed to me that he thought it was because they were still wet. He also stated he were not capable of staining or providing paint damage. I responded that was false as my rims are dry and still have the very apparent black discoloration paint damages either from his cleaning solutions of from the physical scrubbing of my tires. He offered an apology and told me hed discuss it with ***************** to submit a claim. An entire month passed and I still hadnt heard back so I went back on to contact customer service to which they stated hed be calling me soon. A week passed and still heard no response. I contacted again and they said hed call in a few minutes, and again no call. I finally got him to call me back & he stated the exact same thing as before that he isnt responsible. Even though the picture before and after showed apparent discoloration.I sent him multiple videos and pictures providing clear evidence of the discoloration via paint/stain damage of my rims.said hed reach back out and another month passed to which I heard nothing back. I contacted him twice and he finally responded with THE SAME response he has said three times before. He obviously has a lack of interest in customer satisfaction by blatantly ignoring them and not updating them unless contacted multiple times.

  

  Business response

  07/21/2023

  We take before and after photos on all work. With this customer, the before photos clearly show the very damage to the wheels the customer claims happened as a result of our service. As the issue was clearly present in our before photos, which are successive relative to work steps and time stamped and cannot be altered after the fact as a safeguard to our customers, we denied the claim. 

  

  Business response

  07/21/2023

  We take before and after photos on all work. With this customer, the before photos clearly show the very damage to the wheels the customer claims happened as a result of our service. As the issue was clearly present in our before photos, which are successive relative to work steps and time stamped and cannot be altered after the fact as a safeguard to our customers, we denied the claim. 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 17 my car was detailed. When I returned to my car, I noticed immediately that my key fob was broken (the unlock button was pushed in). When I mentioned this to the tech he said it must have happened because it was in my pocket or something. Then, when I tried to start my car, it wouldnt start. I drive a fair amount, and was NOT having problems with the key fob or car prior to this service. Finally, there was a glob of grease left on the drivers door handle. We immediately contacted customer service and were directed to email our concerns. A manager reached out and said they arent liable for the key fob because it was already like that (no) and the tech drove it fine in and out of the driveway (we dont have a driveway). We were directed to wait until Tuesday for additional help. No response on Tuesday. On Wednesday the manager reached out again that they arent liable because for the same reasons as listed before and the grease wasnt in the after picture (a far away picture). The manager continues to lie to me about the condition of my key fob instead of taking responsibility. This has been chaotic and the detail was absolutely not worth the time and money Ive spent cleaning up the mess, replacing the key fob, and trying to reach customer service.

  

  Business response

  06/22/2023

  Good Afternoon ***************************,

  Thank you for reaching out to us regarding this issue.  I have attached photos of your vehicle after your service was completed and we do not see the grease provided in the photos.  Additionally, per your conversation with our manager in ******, our process to wash and detail your vehicle would not disable it.  Our manager stated the alternator/ignition wasnt functional at the time of service and ************** did not make the statement provided and returned the key fob in the condition it was given. Please let us know if you need any additional information.

  Best, 

  ***********************, VP Client Services

  Customer response

  06/25/2023

   
  Complaint: 20215245
  
  I am rejecting this response because:

  1- I have circled the grease in green in the picture you provided. From this angle you can't see the glob of grease by the handle, but you can see some of it.

  2- You have now shared 2 different lies about the functionality of my car. In reality, I know the function of my car and my key fob. I am deeply offended that rather than accept blame and hear my side of the story your company has chosen to lie, gaslight me, and tell me that I've lied. My car worked perfectly fine when I drove it to a side street from our underground garage. If it wasn't working prior to service, I wouldn't have been able to do it. Additionally, my key fob was in great condition and did not have any trouble with the unlock button. The technician never drove my car (the first lie I was told) and DID tell me it probably got damaged in his pocket.

  The fact that you/your company has told me two different excuses and both include my car in various situations that are not truthful to the situation are why I am rejecting your response. I have witnesses that would say that the technician did not drive my car to/from a driveway (the first lie I was told) because we don't have a driveway. Additionally, I have witnesses that would corroborate that my car was functioning before the service.
  
  Sincerely,
  
  ***********************************

  

  Business response

  06/27/2023

  Good Morning **************************,

  I appreciate you pointing out the grease and I apologize for missing it in our photos as it was quite hard to see.  I have provided you a $30 refund for the inconvenience.

  However, per our general manager, the technician did not drive the car due to the ignition issue and that was why it was moved by you.  Our manager also re-confirmed that the tech did not damage the key fob.  

  Please let me know if you need anything else.

  Sincerely, 

  ***********************, VP Client Operations, Spiffy

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired them for a mobile car was but they scratched my paint. They aren't taking responsibility and I know the scratches came from them because I had my car recently detailed, buffed, and waxed just before hiring them and it was completely scratch free.

  

  Business response

  04/24/2023

  Good Morning **********************,

  Attached are the pictures of the exterior of the vehicle.  The heavy mud and dirt on the vehicle was removed per the service requested.  Our local management team has reached out to you and the scratches pointed out could not have been caused by ************** or technology.  *********** requested is a hand wash and towel dry with microfiber towels.

  Please let us know if you have any other questions.

  

  Business response

  04/24/2023

  Attached are the referenced images for clarification

   

  Customer response

  04/24/2023

   
  Complaint: 19557215
  
  I am rejecting this response because: the car was detailed, ******************* weeks before your technicians attempted to wash my Jeep. The scratches came from them washing the paint with dirt still on it. 
  

  Its pathetic when a business wont own up to their faults. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A total of $179.00 was paid to Spiffy on Jan 26,2023. I made a call to Spiffy at 9:51 AM 01/27/2023 to discuss my problem. I was offered a discount for the car interior. I was told that management would give me a call on Monday. No call. My car paint is damaged with pictures to prove. I called again to get an update 01/28/2023, no management.

  

  Business response

  02/03/2023

  Good Afternoon Ms. **********, 

  I hope you had a good experience with our General Manager in the area since he has reached out to you and had your car touched up.  We will not be taking responsibility for the scratches mentioned due to photographs we have of the vehicle prior to the service.

  Please let me know if you have any further questions.  We appreciate your business and we look forward to servicing you again.

  Sincerely,

  ****** *****, VP of Client Operations

   

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/11/22 I had my car detailed by a Spiffy employee who came to my apartment complex. He detailed the car for around four hours. When I went to retrieve my car I noticed the car was on. The car also was completely out of gas, even though it had about 2 gallons in it prior to the detail, and my AC was blasting. I do not ever blast the AC, I barely even turn it on. He did a great job so I tipped him. He said to use venmo instead of the app. When I went to drive my car less than a mile home I noticed the battery light and the check engine light was on and the engine was making a strange sound. I called customer service on the morning of 9/12/22 about the issue. They said a supervisor would come out on 9/13/22. The mechanic came, laughed at me, did not bring his own equipment, and spoke in a condescending manner. He pulled my serpentine belt out of my car and left me with it, telling me it wasn’t their fault and would be “only $20 to fix anyway”. I did not ask anyone to take the belt out of my car. He left his equipment in my car too. After we went back and forth he finally gave me his managers number. His manager was unhelpful, stating it wasn’t their fault because the car wasn’t turned on in their possession. I told him it was, as per the issues above. I also saw the car running when I went to retrieve it. He said he would get back to me now that he knew this information. He never got back to me, so I called both him and customer care. His voicemail box was full. Customer care went straight to voicemail, on multiple occasions. I sent numerous emails and chats. No responses. On 9/15/22, I called customer service from another number to which they picked up and did not go straight to voicemail, showing they had my phone number blocked. They said to call them back tomorrow morning, but refused to give me a name to ask for or tell me who was “handling my case”. I spent around $300, and have not had a car for four days now. I have travel expenses and a broken car.

  

  Business response

  09/23/2022

  Dear Ms. *******,
  
  We profusely apologize for your bad experience with our team, we take these matters with the utmost seriousness and greatly appreciate you bringing it to our attention.  
  
  Regarding your service on September 11th, 2022, our mechanic was not comfortable driving a manual transmission so we are aware that he asked you to move your vehicle to the area where he performed the service — onto our wash mat, and off of it.  The car was not turned on during the service aside from when it was moved.
  
  Our supervisor inspected your reported issues on September 13th, 2022 and as he arrived he tested the battery and found it was at 11.9 volts, which is normal. When he plugged in the OBD scanner and started the car, he found that the car was not charging, but no other issues were detected. He then looked under the car and found a worn and cracked (which indicates very high mileage) serpentine belt had slipped off and was hanging from the engine.  This issue could not have been caused by a service of ours, because the belt isn't exposed under the vehicle. Even if the belt was exposed, the sprayers we use under the vehicle have the water pressure split between several nozzles in a line, which significantly lessens the output to any single point under the car. The belt on the vehicle is comparatively short since it only runs 3 accessories and has 6 ribs to hold itself on track — it would be extremely difficult to remove without releasing the belt tensioner.
  
  We also apologize for the confusion regarding the attempts to contact our customer care team. We did receive your calls and emails, however once a damage claim is submitted we encourage contact directly with the supervisor involved until a resolution has been reached.
  
  We have attached all of the before and after photos from your service and I hope this brings clarity and closure to this situation.
  
  Best Regards,
  
  The Spiffy Management Team

  Customer response

  09/23/2022

   
  Complaint: 18032909
  
  I am rejecting this response because:

  This response is not a true reflection of your company’s actions. The person who washed my car had my car on, which I have profusely told every single one of you and you all seem to not understand or you simply will not address it. I walked up to my car being on, and my gas was completely empty. Further, my AC which I do not use was blasting. 

  On top of that, no one has adressed that you all blocked my phone number and the terrible customer service of the mechanic. 

  I will accept your response once your either refund me or pay for my car to be fixed. You all could propose an alternative, but there needs to be some type of compensation for this besides you all sending me responses to my google reviews that are not true to the situation.

  
  Sincerely,
  
  Nicole Falcone

  

  Business response

  09/27/2022

  Good Morning Ms. *******,

  I understand your frustration and I apologize for the situation.  As we stated previously, we did receive your calls and emails, however once a damage claim is submitted we encourage contact directly with our supervisor until a resolution has been reached.  Our customer care team does not possess the knowledge to provide you with accurate information regarding whether or not our services could cause the damage reported.

  When you say the mechanic, I assume you mean the Supervisor who inspected your vehicle.  We apologize if he was unprofessional and we will be following up on your behalf.

  You provided a 5 star review of your initial service despite all of the reported issues.  We would like to offer you a refund of $80 to cover the gas and cost of the belt.  We are unable to offer you a full refund based on the before/after photos previously attached because they prove we provided a full cleaning service.

  Please let us know if you are willing to accept this and we will process it in a timely manner.

  Customer response

  09/27/2022

  
  Complaint: ********
  
  I am rejecting this response because I gave 5 stars before I noticed your employee broke my car. I have tried to change my rating multiple times on the app, but it will not allow me to. Further, I never said the cleaning was bad. I think he did an amazing job cleaning my car and I have no qualms with that, nor have I ever said I did. That is not and was not the issue.

  The cost to fix the belt is over $250 which does not address that I have not had a car for two weeks now, nor does it address the $11,000 I lost because I could not sell my car. Asking for a full refund including tip is more than reasonable given that the total I have lost now is over $12,000. $80 does not cover anything nor is that a remotely acceptable amount to offer. Thank you.

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

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spiffy sent one of their detailers out to detail my truck. He did the worst job ever and only did half of it. I have a camera system and was able to watch. They sent a manager out to redo my truck. He damaged my vehicle's interior in several places. I contacted Spiffy as soon as I noticed. You can see how a piece of trim was snapped right off the door and an interior panel on the back passengers side of my truck was damaged to the point my rear hatch would not stay open. I contacted Spiffy they asked for pictures I provided them. They sent a manager out to look at my vehicle and take pictures last Monday. He told me they would be in contact within 24 hours. Today is 8-23 and after many messages and emails they have blocked my phone so it goes directly to their voice Mail every time I call. Spiffy also really dragged their feet when my detail was not preformed correctly as well. If I wanted to take the Spiffy company for money I would have showed them the flaws that were on my truck before they touched it, I did not do that, I know every spot on my truck. Also, the handle that goes into the rear leather seat was basically ripped out and stuffed back in. This company hires dishonest employees, I have the video proof of that and then when they really screw up they ignore you. I want my truck turned back to the same condition it was before Spiffy worked on it.

  

  Business response

  09/08/2022

  Good Afternoon Mr. ******,
  
  We appreciate your feedback and understand your concerns regarding the service performed on July 9th, 2022.  We did send a manager out to review and touch up your vehicle on July 16th and then also August 15th.  The damage referenced for your vehicle can be seen in the photos taken prior to the service being performed on July 9th and we do not believe Spiffy is responsible for this damage.  Regarding contacting our support team, we do have records of several conversations including the conversation in which you reported your concerns with your SPIFFY & SHINE service on July 9th, 2022 that resulted in us immediately refunding your service and sending a manager out to retouch your vehicle.
  
  We have answered all of your calls and voicemails from July 9th, 11th, and August 4th. Our customer care responded to all of your requests as quickly as possible. Our Regional and Market Managers attempted to contact you and left voicemails to further inspect and correct any issues with your vehicle.
  
  I apologize that you feel we have handled the situation incorrectly. 
  
  Thank you,
  The Spiffy Management Team
  
  

  Customer response

  09/09/2022

  
  Complaint: ********
  
  I am rejecting this response because: This company is totally dishonest. I emailed 3 times (I have them saved,) called more times than I could count and was ignored. When the manager came out to look at the damage to my vehicle I was told I would be contacted within 24 hours, still 3 weeks later only this response. I have video of the first guy doing a quarter job on my car then leaving. That dishonesty right there makes me not believe that their manager did not damage my truck. I asked  for both of the before and after pictures of both details (Which I know they take,) they were never provided. My truck may be a 2008 but it looks better than most new cars which is why the first guy was going to steal my money. I have 2 service dogs one is 120LBS so I use the liftgate to get him in and out. If this had been damaged previously I would have noticed for sure because now the lift gate will not even stay open. My Truck was pristine when Spiffy got it with the exception of the two flaws I mentioned. I want to see a picture of the rear compartment and the back door before and after the details. The piece oof molding on my door was blatantly ripped off you can see where it was attached and broken. I am one single person I don't even use the back seat of my truck which is why it is perfect. I know every scratch, flaw, and defect that car has and before Spiffy worked on it there was no Damage. I want the pictures to match up with my CCTV, then maybe we will see who is telling the truth. I have never had an  issue with a large company and damage before. That's why all business' are required to carry insurance. I want all 4 sets of pictures to match up with the CCTV video I have because everything including your manager saying he would contact me in 24 hours is on video, 4K  no less, so lets see those pictures and they better match perfectly. I would send you pictures of the first job that was done as well as the damage but your website will not allow me to.
  
  Sincerely,
  
  ***** ******

  

  Business response

  09/15/2022

  Dear Mr. ******,

  We apologize that we cannot reach a resolution that feels right to you. We have received all of your emails and calls and responded in kind. I have attached all before/after service documentation and the photos taken by our technician and the supervisor that followed up to investigate. The areas documented in the Supervisor Investigation photos as per your report were not found to be caused by our technician as it would require repetitive wear and tear to cause such damage.

  Our Market Manager called you to on August 17th at 5:00pm, and August 18th at 7:32am, and August 25th at 11:00am. Our Regional Manager called and left voicemails on August 25th at 1:37pm and 5:30pm.

  We apologize for your experience during the original service on July 9th and we refunded you when it was reported.

  Best Regards,

  The Spiffy Management Team

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩