ComplaintsforNational Detail Pros, Inc.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When texting the night before to confirm, the detailer asked if it was my home or work address. I said home and he told me to have the coffee ready. Although unprofessional, I brushed it off as him trying to be funny. The next morning, he messaged me to let me know he would be there around 8:30. He arrived over an hour and a half later (around 10:10). He began to work on my car, and when Iooked outside to see how he was progressing, I see that he has taken his shirt off to do the job. I cannot overstate how unprofessional this was and how uncomfortable it made me, as a female who was home alone. When he was done, he came and knocked on the door (still with his shirt off) which I didnt answer, as I was uncomfortable and couldnt believe he would come to a customers door without a shirt on. As he was leaving, he took a paper towel and gave the windows a last wipe down, and then I watched him toss the paper towel on the ground by our shed. He drove away, leaving a black trash bag in the middle of the driveway. I went out to pick it up, and saw more trash thrown in the ***** next to our shed.As far as the car goes, the rugs on the floor look like they were not cleaned at all, and all of the crevices still have dirt and dust in them. It looked like the easy places were touched and any corners or seams were ignored. Because tipping is customary for detailing, when he texted after the job asking for a tip I obliged. However, a few days ago, my husband went to take his shop vac out of our shed (which has glass doors, so items can be seen from the driveway), and the filter is soaking wet (and ruined) and the empty vac was filled with mud and soap that smells the same as my car. He used OUR VACUUM to clean my car. This is completely unacceptable. I cant believe he went into our shed to access our tools without permission, and on top of that caused damage to an expensive vacuum that is only used for dry construction jobs.

  

  Business response

  08/24/2023

  Thank you for taking the time to share your feedback regarding your recent detailing experience. We sincerely apologize for the inconveniences you encountered during your service, and we appreciate your honesty in pointing out these issues.
  Firstly, we want to clarify that the detailer's comment about having coffee ready was intended as a light-hearted joke, and there was no intention to be disrespectful or unprofessional. However, we understand how it may have been perceived differently, and we will emphasize the importance of maintaining a respectful and professional demeanor with all customers.
  We'd like to address the lateness of the detailer's arrival. He mentioned that your address was challenging to locate, especially due to the lack of clear markings, which contributed to the delay. Additionally, he encountered difficulties related to the wet conditions on the dirt road, which resulted in his vehicle getting stuck (we have text messages from him to us on the day of the detail expressing that he got stuck and will never go to that location again because of all the difficulties he had getting there/finding it). We apologize for the inconvenience this caused and acknowledge that this situation was beyond our control.
  Regarding the issue of the detailer removing his shirt, we are genuinely sorry for any discomfort this may have caused you. We understand that it was unprofessional and not in line with our standards. It's possible that the combination of working in the hot sun and the earlier challenges he faced with getting stuck led him to make this uncharacteristic decision due to possibly feeling sick or over heating in the sun. Rest assured, we will address this matter with him to ensure it doesn't happen again.
  We also want to express our regret regarding the disposal of the paper towel and trash. All waste should be properly discarded, and we will remind our detailer to adhere to these standards.
  Regarding the vacuum issue, we want to clarify that the detailer did not use your vacuum. He carries his own equipment, including a vacuum and shampooer, for professional use. We are uncertain about how your vacuum became wet and filled with mud and soap or when the last time you used it was, but we assure you it was not related to the detailing service so we unfortunately are not able to pay anything for your vacuum. We apologize for any confusion or inconvenience this has caused.
  In light of your dissatisfaction, we understand your decision to retract the tip, and we will ensure it is refunded to you promptly. While we cannot refund the service cost since the work was completed, we take your feedback seriously and will discuss your review in detail with our detailer to prevent similar issues in the future.
  Your feedback is invaluable to us, as it helps us improve our services and maintain the highest standards of professionalism. We sincerely apologize for any inconvenience you experienced and appreciate your understanding as we address these matters internally.
  If you have any further concerns or questions, please do not hesitate to reach out to us directly. We are committed to making things right and ensuring a more positive experience should you choose to use our services again in the future.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7-19-22 I contacted National Detail Pros and set up for them to come to my property to wash,******* and buff detail my motor home. They were also to wash and seal protectant the roof and rain x window treatment. They were scheduled for 7-22-22 between 10am- 1pm. I received a call from a lady stating she was with NDP and wanted to come out earlier due to the heat. I told them they could start at 9am and she agreed. I waited till approximately 9:30 and called because no one had shown up and I had a meeting to go to. They finally showed up about 10am. When I got home the job looked very spotty. They said 1 side was done but when I showed them areas that didnt look done they said oh yea we still need to finish that. I asked if they had washed and sealed the roof with protectant he said yes. I got up and looked at the roof and no sealant or protectant had been done. I asked to see the sealant and was shown 1 can of flex seal roof repair. This is a temporary roof repair spray that is not for motor homes and definitely not a sealant. The can had about 3/4 of the spray still in it but he still lied and said it was put on the entire roof which is 33 long by approximately 8. This is blatant fraud in my opinion. After a further inspection I found the spray junk he put on was only on 1 seem and was peeling off. Also I paid extra for the motor home to be compounded and waxed they didnt even do the compound they just waxed it. The workers were NOT professional at all. They used my hoses and did not put them back, I showed them were water and a bathroom was in my garage if they needed, they drank 12 sodas and several waters and some of my granddaughters juice pouches that I told them not to drink and just left the trash all over my yard. When I started going over all the issues I had found the head guy said he wasnt going to talk about it and took his stuff and left with the job being about 20% done. The workers were very unprofessional and had little equipment.

  

  Business response

  08/24/2022

  **** booked in a service which was $1,370.68. The detailers came and did the work. Majority of the work was completed, other than the roof sealant which is only $200 of this total. **** called in unhappy after the detailers were finishing up. **** was offered to have the boss come back to redo the work (not the same person who was there) and told him they can use different products as well but **** refused that even after offering it multiple times. He also did not mention any mess in the yard what so ever, his only complaint was that he was not happy with the work. Had he mentioned about mess being left in the yard, they would have certainly cleaned that up when they came back as well. **** stated that he is not going to be paying for the service so the detailers stopped and left. He was not charged even one cent, essentially getting about 1k in free service as they were done with everything other than the roof sealant. Again, we also offered to come back and redo the job with a different person and different products as well. We will NOT be paying **** anything as majority of his service was completed so all work completed he got as free service and we offered to come back. Also, the detailers left abruptly without cleaning as they normally would because **** decided he was not going to pay for the service that was done. 

  Customer response

  08/25/2022

   
  Complaint: 17757463
  
  I am rejecting this response because:the answer is a bold face lie. They were not even half finished with the motor home they said they had finished one side and were working on the other side when I showed them several areas on the supposedly finished side where it looked like it was not done and they said they still had to finish it. The front,back,roof,and 1 side were not done. The lady who said she would come out and do it correctly wanted to come out latter that day to look at it I told her she could come out the next day because it was already late in the day but SHE refused. The person who wrote this reply is not telling the truth. I got a small partial crappy job that was so bad I hired another company who came and did the entire motor home correctly 3 days later. These are the facts also they didnt do the windshield. This company is a fraud in my opinion!
  
  Sincerely,
  
  *******************

  

  Business response

  08/25/2022

  We will have to disagree in the fact that majority of the work was completed and whether it was even 1/4-3/4ths, it still makes no difference as any work at all that was completed was completed for free as the customer was not charged a cent. The boss did offer to come LOOK at the ** that same day which the customer declined. They were not planning to redo the work that day as that would not even be enough time so they were planning to do the work on another day anyways so of course they would be ok with coming another day. 

  The customer was not charged at all and got services for free. We will not be paying him for him getting some services for free. Thank you.

• Initial Complaint

  12/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The agent / employee; (not sure which) for National Detail Pros (NDP) damaged my truck hood when it was detailed. Attached is the order number and associated information. Damage shown in the attached image file. They; AKA Vanessa of NDP, claim they did not cause the damage stating it was there before they did anything. Apparently the clearcoat damage allowed the underlying paint to crack down to metal. However, NDP still have not sent me the photos they say they have of the damage present before the detailer arrived. Vanessa threatened a collection if NDP was not paid. I then challenged the $304.99 charge on my Visa card. I provided Visa with details and the images; provided December 1, 2021. The repair cost by Baker Collision in Charleston is $1,003.68; see attached file, as the damage went through the clearcoat down to the metal itself. I have not received any information or contact from Visa that NDP is contesting my complaint with Visa regarding the $304.99. However, today about 400 PM I received a threat of collection from NDP via text with a "NO REPLY" number". They owe me $698.69 ($1,003.68 less $304.99 if NDP challenges my complaint with Visa) to repair my truck hood. As an aside if I had known that NDP works with so called contractors I would never have used NDP. That was not revealed. And I am in SC; the person who is the "contractor" for NDP is in GA and the guy he used to do the actual detailing also is from GA. This is all very shady to me. In my almost 73 years I had had two so called collections. One was expedited delivery of a storage unit that I did not ask for; the unit yes, not expedited delivery. That added charge was resolved in my favor when I filed a complaint with the Ohio Attorney General's Office. The other was a recent collection for DISH. After I proved I had not lived anywhere near Dade City, FL DISH apologized and removed the collection. I want NDP to leave me alone, stop all threats and send me the added $698.69 I will have to pay.

  

  Business response

  12/27/2021

  ****** *******, the customer, booked in an appointment via our website (NationalDetailPros.com) on 11/16/21. When he scheduled the appointment, he put in the notes, "Had splatter from paint on road that were hard to remove several months ago. Result is there are a few small swirl type scratches mostly on hood and fenders".The detailer arrived on site on 11/20/21 to do the detail. He did notice scratches on the hood prior to the detail and also expected this as the customer even notated about it when booking. ****** booked our package that included a full interior detail, wash, engine detail, wax the vehicle and buff out only up to 6 spot scratches. The detailer completed the package and did not even buff the full hood as it was not included in the package to have full panels buffed out. He did however wax the full vehicle. ****** then contacted us the day after the detail andstating that the detailer caused scratches on his hood. He stated, "The swirl patten of the multiple scratches are consistent with the use of a power buffer." We had him send photos which after sereing the photos it was clear that those scratches were 100% not caused from a buffer. Not only did the detailer not buff out the full hood but the scratches that ****** has on his hood on are faint hairline stress fractures that are going ever which way. They are from his clear coat failing, not from buffing. They however may have became more noticeable after the detail becase ******'s truck is a dark green and after you wax it (which wax is white) it did fill in those hairline stress marks making all of these scratches more apparent since they not have filled in with white cream wax next to the dark green paint. We advised ****** to please seek other opinions as any professional will be able to tell him that those are not marks that are caused from a buffer. A buffer leaves swirl marks if not done correctly, not the scratches that Albery has. Those are indeed from a failed clear coat. We do require payment as we did complete the service in full that ****** ordered. We are not to be held liable for damage that was 100% not caused by the detailer and that was even notated about being there prior by ****** when booking the detail. I am guessing that when he tried to remove the paint that he mentioned he had on his vehicle, he used something that ruined his clear coat. This is very unfortunate but not our issue and we do require payment in full for the detail completed.

  

  Business response

  12/30/2021

  We apologize about saying ****** instead of Mr. *******. We say ****** because that is the name given when you booked the appointment. 

  We have attached files to our responses. If you view them, you will see everything stated in all prior responses to be true and that National Detail Pros is not responsible for the markings on Mr. *******'s hood. They were there prior and were even notated being there by Mr. ******* himself when he booked the service. We do require payment for the extensive detail that was carried out. Thank you. 

  Customer response

  12/30/2021

  
  
  Complaint: ********

   

  I do now see the image. I am rejecting this response because: (1)  The image shown by NDP is much later in the day after detailer arrived and it was cloudy and growing dark. On his arrival just before 100 PM that day it was quite sunny with a few clouds coming in now and then. There is no way this was taken before he started work. FYI an existing scratch example of the six I mentioned in my original complaints to NDP is just left center of their image and they are very much different. This image is only a "cover your rear" photo attempt made after the fact when damage made by detailer. My guess is the marks were made and only then was a photo was taken. (2) I also reject this because I do not have a name from NDP as requested.
  
  BBB...thank you. Ms. ****** (I am assuming a female; if a male I do apologize) your efforts to resolve is most appreciated.

  However; given the intractable and inflexible nature of NDP replies and misdirection I request you close this as further messages is a waste of your time and my time. I will be taking this to a different level regardless of what NDP may or may not do.
  

  I pray you and yours had a Blessed Christmas and that you and yours has a safe New Year.
    
  

  Sincerely yours, ****** *******

• Initial Complaint

  12/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got charged 200 dollars to Detail my car , they didnt clean it correctly and on top of everything they broke the windows

  

  Business response

  12/19/2021

  We do not have any appointments under this name, phone number or email. What is the order number or name, phone number or email we would have on file? 

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to detail my car. When they did the work, I reached out because I paid for services that their company did not render. When I ask that either they redo the service or refund the portion of work that was not done, the owner refused and asked me to pay more money to have the work done. They also insisted that work that I expected to have done in my package was actually additional, but when I looked at my receipt and website, I had selected them and paid for them, but they never did that work.

  

  Business response

  09/21/2021

  Response to customer directly from us prior to this: 

  Notes: customer complained about **********************. she was not there and had her husband sign off,, he looked it over and approved and tipped detailer. customer complained that her car stunk after the detail and that there was still pet hair. I explained to her that he can come back and get any left pet hair but she would need to pay the pet hair fee because the detailer did not charge her that and it isnt included. I also found out from detailer that her car was driven through a flood and it got flooded. I told her that is why it smells, not from the detail and the detailer even told the husband how to change the cabin air filter and that they may need to replace their crpet padding from being flooded.
  
  

  Customer response

  09/22/2021

   
  Complaint: 15874874
  
  I am rejecting this response because:

  The work done on my vehicle was incomplete.

  The detailer said himself that the car was in excellent condition. The car was not "flooded". The carpets had been wet, but completely dried by the time the detailer worked on the car. The car had been left with all the doors open for a full week before the detailer came.The smell was from the detail work done, as it did not smell before. The detailer did not charge me the pet hair fee because most of it had been cleaned prior to his work by myself. However, it was apparent because there was still residual hair that he had not vacuumed at all, a service I had paid for. It was also clear that he did not wipe out the console, a service I had also paid for. When I reached out about the work not being completed, the company only suggested I pay more money for their service. If this customer service representative had talked to the detailer, they would have known that the car was in excellent condition before the clean and really just needed some minor touch *** and a thorough shampoo of the carpets (I paid extra to have them sanitized). That was what I had paid for, but it was not what was completed on my vehicle. 
  
  Sincerely,
  
  *******************

  

  Business response

  09/25/2021

  When the detailer arrived on the date and time that ***** booked to have it done, ***** was not there.Her husband was there and he explained to the detailer that this vehicle was in a flood and had extensive water damage. The detailer right away could smell the mildew from it being in a flood and spoke with the husband about changing out the cabin air filter to help and also let him know he can have the padding under the carpet replaced. ***** had ordered our introductory package which is our VIP Detail for interior, exterior wash and she included 2 floor mats to be cleaned and added in to disinfect the vehicle. She added the disinfectant because of the mildewing in the car. The detailer completed the package in full and cleaned all 4 floor mats to be nice as well as not charging the customer the added pet hair fee. He waived this fee and cleaned the 2 extra floor mats as a courtesy. The vehicle DID indeed have pet hair, quite a lot of it actually!He then fully disinfected the vehicle as well. After the detail is completed,he had Marens husband (as that was who was left as the contact on site) fully look over the vehicle to make sure he was happy. Marens husband looked it over and approved of the work and signed off on the completion form stating the job was indeed done in full. The detailer again explained on additional measured he can take to help with the smell from the flooding and then Marens husband tipped him and he went on his way. He had two hours of drive time which is why he had Marens husband fully look it over before leaving. Later on, ***** contacted us complaining that there is still some pet hair in the vehicle, that the vehicle had a musty smell, and that the detailer did not use a hose to wash it. We explained to her that the detailer did clean most all the pet hair and also did NOT charge her the pet hair fee however if she was not happy with any pet hair left then he can come back and clean any pet hair remaining but we would have to charge the pet hair fee for him to come back. We also explained that the smell was from the vehicle being flooded the detailer cleaned and sanitized the vehicle which would only help with the smell, not make it worse and we mentioned that the detailer even noticed the smell while there and that he spoke with her husband about it. Lastly, we explained that the reason an eco-wash was done on the exterior instead of using full on water is because they had their vehicle inside their garage and we do not like full on spraying vehicles off inside a garage, so we use an eco-wash product which produces the same end outcome. The job was done in full and then some since the detailer cleaned extra mats and did not charge the customer the additional fee for pet hair.

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