ComplaintsforZJ Detailing LLC

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car in for level 3 ceramic coating and paint correction. Scheduled to take one week. On Friday August 11th I was asked if they could keep my car until 14th because they were backed up. I agreed to the extra three days. I picked my car up on the 14th and the car looked pretty good, it was overcast and about to rain but was instructed by *** the owner it's ok to drive the car normally, only request was to not wash it for two weeks. Then I could bring it in and get it washed and inspected free of charge. Brought car in for wash and inspection, I did notice what looked like bugs still on front bumper and windshield but though nothing of it as they only spent 15 minutes washing the car. I drove the car for the rest of the week. I performed my first hand wash of the car on Sunday September 17th. I noticed What I thought was bugs, was actually marks in the ceramic coating. I brought the car to them on September 20th to look at it, pictures were taken by ******* and was informed *** would be in contact with me. I had to contact them again on the 22nd to find out what was going on. *** asked if he could have my car for a couple days and I agreed. I dropped it off on Sep. 24th. Wed. Sep. 27 Call from *** stating the damage was in the paint. He said they removed the coating from the bumper and the trunk and I don't believe they did. I disagreed and left work to meet at his shop but he could not make himself available. I spoke with his associate and he told me the car was brought in with all this damage. I still disagreed and tried to show them other damage to the car and noticed over spray from something on the car. They said they would wash it and I invited them to come outside when I pick the car up so we could go over the defects. Came the next day to pick up my car and they could not make time for me to address the issues I have. I have found swirl marks, defects in coating, damage to paint, areas not covered, Hazy areas on plastics and ceramic residue in door jams

  Business response

  10/11/2023

  Update:
  
  10/06/2023
  We received feedback from another highly respected shop in Northern OHIO that you paid them a visit. They verified that the spots in question existed prior to our intervention. Additionally, they noted that the paint is checked and the only solution is a bumper repaint. Concerning the door jamb, they pointed out the area where your door panel/gasket is rubbing, leading to wear — an issue that wouldn't originate from our services. They also confirmed that we appropriately taped off your trim, ensuring we didn't contribute to any discoloration or oxidation.
  
  ******,
  
  Looking back at our communications, starting with our initial phone call, you expressed concerns about the swirls and minor scratches on your car's paint. We clarified that our paint correction service addresses these issues but does not deal with rock chips.
  
  On August 7, when we received your vehicle, we held onto it for a detailed 5-day process. We took precautionary pre-inspection photos to document the original condition of your car's paint and trim.
  
  Six weeks later, you reached out with concerns regarding the paint on your 2019 Challenger's bumper, suspecting that the rock chips/etched and checked paint might actually be paint flaking. After conducting a second inspection and removing the ceramic coating, we observed the same imperfections as documented in our initial photos.
  
  When you visited us, we provided a side-by-side comparison of the before and after photos, confirming the pre-existing condition of the bumper. We recommended seeking a second opinion from a body or paint shop. Additionally, we offered to reapply the ceramic coating if you decided on further evaluations or if the bumper got repainted.
  
  Since that day, we haven't received any updates from you. We hope to hear from you soon to discuss the next steps.
  
  Best regards,
  
  ****
  ZJ Detailing

  Customer response

  10/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: Your statement is not true. The only pictures I was shown was from *******'s phone and did not show any prior damage. You stated "When you visited us, we provided a side-by-side comparison of the before and after photos" and this is not true. I did seek advise from another detailer and your statement on that is false as well. the evaluation was as fallows, the front bumper could be rock chips and if they were there before they would not have coated over it. They did not say anything about proper masking but did mention damage to plastics could be from paint correction. They confirmed the paint is cracked but had no comment as they do not know your proses or what you use. As far as the defects over the rest of the car they had many comments. They also mentioned poor business practices and there customers include your neighbors. The swirl marks may be in the paint but you advertise 85 to 95% scratch removal guaranteed. If its in the coating then your claim to scratch and chip resistant is false. I have had one other inspection and results will be documented but not complete as this is ongoing. We are continuing to find defects in your work. Its hard to complete all this because of my work schedule but I will not stop and I will post for all to see. I am also working on a YouTube video that will showcase your work if time allows.
  
  Truly disappointed,
  
  ****** *****

  Customer response

  11/15/2023

  Arbitration maximum damage award of $3500 does not cover the damages.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** I'm not happy with the hood PPF, spent to much to have bubbles and loose spots, continuing to poke it with a syringe isn’t the answer for the money I spent. Also the fender emblems weren’t installed Friday while I was there for an inspection wash. I had spent a lot of unnecessary time there Friday bubbling of PPF was poked with needle and wash reappeared, I was told he couldn’t find the PPF inspector, he might be in the bathroom, after waiting was asked if I wanted to make another appointment or wait, I said no I’ll wait because it’s a 50 minute trip one way and gas isn’t cheap. Then the PPF inspector said I didn’t know you were still here, poked it again with the syringe. I want the hood PPF replaced at no charge. The hood PPF was replaced and I was told to pick it up at 6:00, at 7:05 pm it was ready for pick up. This time it looks worse than the time before and both fenders are peeling, I’m beyond frustrated with **** ***** and his business ZJ Detailing. ** ***** has dodged my text messages, removed me from Facebook and deleted my Google review.

  Business response

  09/28/2023

  ***** ****** brought his Chevy 2500 High Country to ZJ Detailing for ceramic coating and paint protection film. After the initial work, we scheduled a two-week courtesy check. At this follow-up, we identified air bubbles under the paint protection film on the hood, likely from the improper drying of the slip solution. Efforts to rectify this were unsuccessful. We then offered to redo the hood under warranty at no extra charge. Upon returning to collect his vehicle around 7 p.m. (an hour later than the initially discussed 6 p.m. pick-up time), *** ****** was noticeably upset. His agitation escalated to the point where he verbally threatened our team. For everyone's safety, we requested he leave our facility. In subsequent discussions, given *** ******'s reluctance to let us further work on his vehicle, we offered a refund of $728. He expressed dissatisfaction with this amount. We then proposed having the hood serviced by another experienced installer, Julius, on October 8th at 10 a.m. We have yet to receive a response regarding this offer. ZJ Detailing has made multiple efforts to resolve the situation and accommodate *** ******, but it has proven challenging to find a solution that satisfies him.

  Customer response

  09/28/2023

  
  Complaint: ********
  
  I am rejecting this response because: ZJ Detailing has done nothing but lie to me, his employee verbally threatening me and got in a threatening stance, I moved to the other side of my truck and asked him to call ***** he replied “call him yourself, he won’t answer me”. I paid for a 9 year warranty, I will ONLY accept 100% refund of $4682.72 in the form of cash or certified check due to I’ll need to have my truck redone properly, really sad after Google review and BBB dissatisfaction that he now has a “experienced” employee ( That employee should of redone mine the 2nd time not the same unqualified employee) but unfortunately the fenders are coming loose also. I have NO intention to go into nor have my truck at ZJ detailing. If ZJ wants to decline then they will  also pay the removal and prep fee through the court system along with all filing fees. I have no interest to return to the poor run, very rude customer service that I have seen and received from ZJ Detailing. Unfortunately I didn’t check the BBB and google reviews and have received disappointing customer reviews since I’ve posted mine. This post will go on google reviews to help others not experience the same poor customer experience and lies that I’ve been experiencing.
  
  Sincerely,
  
  ***** ******

  Business response

  10/12/2023

  We have given you the opportunity to get it replaced by another company/installer and even had it scheduled for you. You never confirmed the appointment. So they cancelled on you. We also have filed a warranty to get the PPF done at another shop that also installs Xpel PPF at no additional cost to you. At this point you are preventing this from getting fixed and delaying the process. You stated in the BBB response "I have NO intention to go into nor have my truck at ZJ Detailing." If you want this fixed it will be done through Xpel warranty and they will pay to get it removed and reinstalled for you at no cost. We also offered you a refund for the hood to get it done at different location since that was your only concern. You have denied every offer that we have given you.

   

  In response to the verbal threat that you said that you received. I was not there presently, nor did we have another witness. Per my employee, you came up to my employee and started yelling at him Asking for a discount. My employee started feeling threated by you and told you back up multiple times.

  
  In response to your 9 year coating, this is what you paid for:Includes: 2 step paint correction (90-95% Imperfections removed) 9 year ceramic coating to paint Wheel faces (2YR coating) Windshield (2YR coating) Headlight (2YR coating) Does NOT include barrel of wheels, Paint Protection Film comes with 10-year Warranty Full Hood, Full Front Bumper, Full Fenders, Headlight, Mirror Caps. For the amount of $4,171. Your only issue is a replacement of ppf to your hood. Your asking for a full refund for a portion of the issue which is a $600 value that I have offered to give back to you and you refused that offer.
  

   

  In response to the “experience” employee as I discussed with you. He is not an employee of ZJ Detailing. It was the other business that was going to come to your home to fix the issues with your hood. Which you once again denied.

   

  In response to the fenders coming loose you refuse to come back to our shop to simply trim it out which is normal with ppf. Which I have explained to you.

   

  Why you are mentioning what you want the court system to do I feel that mention is irrelevant and a review of a company’s

   

  performance which is what BBB is intended for.

  
  

  We have tried multiple attempts to fix the issues and gone out of our way to resolve the issue. I say out of our way because you signed a document stating that all sales are final. No refunds. All while sales are final, I as the owner (****) I have gone out of my way to make this a better experience for you. I have had nothing but a full refund demand from you. Giving us no opportunity to make this right.

   

  
  

  ****

  ZJ Detailing 

  Customer response

  10/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: Again **** ***** dba ZJ Detailing, has yet completed my service and admitted Wednesday 10/11/2023 on a phone call to me that him and his employees are NOT able to do my truck due to as in his words "It's too hard". His told me to take my truck to Cincinnati to be redone, I AM NOT taking my truck to Cincinnati nor would I take a shop recommendation from *** ***** that can't complete the work I have already paid for. so he took it upon himself and filed a warranty claim with his Xpel dealer on my behalf.

  **** ****** called to let me know a warrant claim had been filed, I explained it's not a warranty issue, ITS a ZJ Detailing hasn't completed the work nor does he have the ability to. I explained to her that he told me to take my truck to Cincinnati to be completed and that is not an option for me, she clearly stated that she doesn't expect me to drive there and I explained to her I have driven 45 minutes one way to ZJ Detailing and Cincinnati was going to be 1.5 hours one way. She asked me to send pictures so the salesman can work on better training for them, She also asked what happens if he refunds me 100%, I stated I walk away we just agree to disagree with his customer service, quality of work, and expertise of him and his employees, I also advised I'm concerned about the condition of my hood under the Xpel due to the number of times his employee poked it with a syringe BOTH times.

  *** ***** dba ZJ Detailing has NEVER even seen the poor quality from his shop. as he only has the pictures I have sent him. *** ***** has said HE would be coming out to replace the PPF, after several non answered text messages from approximately 8/25/2023 (attached here), he would be coming to my house around 4:00 pm. Then my truck would need to be left outside and it would be replaced while I'm at work. then it could only be done would done if they had access to my garage (not happening due to the amount of expensive items in my garage. Then he wasn't available due to my Google review, I'm really sorry that the truth hurts, It's been viewed over 60 times, I have had people contact me about the issues and it's really nice when I out and people comment on what a nice truck I have, and I say until you see my horrible ZJ Detailing job and after looking they say "OH MY GOD" and I share his contact information and explain he claims he has a "NO REFUND POLICY", it sure creates a lot of conversation. By the way *** ***** has YET to show the BBB or myself where I signed a NO REFUND POLICY", not that it's even valid in my case due to the fact he hasn't completed the job I paid for nor are him or his company competent in doing so and that's words from his mouth. and when I said if not resolved I'll file in court and he stated "Just let me know the date" Oh believe me young man the court will do that for me.

  I had MADE it clear to *** ***** and in my BBB complaint against him, he needs to REFUND me the entire $4,682.72, I also stated if that wasn't achieved I would be filing in court and the amount will be increased to refund me any lost wages, courts charges etc. Along with him being liable for ALL hood damage when my truck is redone by a UPSTANDING and Reputable company THAT can and will redone my truck, yes it is a corporate business, I like using small business but this time *** ***** has a lot to learn about running a quality, customer service driven and attention to detail business.

  I would like my case to remain as unresolved so that other potential customers hopefully see this and don't have the stress and aggravation that I have experienced with **** ***** dba ZJ Detailing. In closing pictures of my unfinished job that I have paid for NOT just a hood as *** ***** has ONLY talked about are like gold to anyone looking to do business with ZJ Detailing. and *** *****, my pictures and videos don't lie as you have done during this complete negligent process. Hopefully one day you will see being honest will earn you integrity and understand the TRUTH is much easier to remember than the lies to me and the BBB.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 14, 2023 I paid $50 deposit to ZJ detailing LLC for a job of tinting car windows to be done July 27, 2023. On July 22 they called to tell me the job cannot be done as promised because their worker is sick and owner planned vacation, they proposed sometimes in middle of August and tgey weren’t sure . I told them the vehicle will not be available in August as it is going to my daughter in Virginia. I called and left a message to owner and texted owner and asked for deposit to be refunded $50. No call back and no answer todate.

  Business response

  09/28/2023

  We had refunded his deposit back on 07/14/2023. 

  
  

  Attachment of refund will show you. 

  
  

  Please remove review and mark as closed. 

  
  

  Thanks

  Customer response

  09/28/2023

  
  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,
  
  *** *******

*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. ↩