Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against National Detail Pros, Inc. (order #***********) due to poor service, unethical behavior, and an unreasonable collections notice. I purchased the most comprehensive detailing package on January 18, 2025, but was dissatisfied with the results. The issues include: Poor attention to detail: The leather steering wheel was left with a gritty texture, sticky residue was present on the headlight knob, and water spots were visible on the interior woodgrain. Additionally, there was no application of any shine or treatment to protect the leather, leaving it dull and dry. Damage to vehicle: The technician left black marks on the ivory-colored mirror, likely from soiled hands when pulling down the sun visor. Failure to clean properly: I discovered black grit on the plastic surface at the bottom of the driver's seat, which could have easily been cleaned up during the service. Debris left behind: The technician left two locking knobs in the back seat without communication or care for setting them aside. Before I disputed the service, the technician attempted to solicit my husband and me to bypass National Detail Pros and book directly through his company, which raised concerns about the technician’s ethics. Despite my concerns, I received a collections notice demanding immediate payment of $548.98 plus an additional $75.00 chargeback fee, for a total of $623.98. This is unjust considering the poor service and unethical behavior. I request the immediate removal of the collections notice and chargeback fee. I also seek acknowledgment of the technician's actions and a fair resolution.

  

  Business Response

  Date: 02/16/2025

  We appreciate the opportunity to respond to this complaint. Our goal is always to provide high-quality detailing services and ensure customer satisfaction.
  On Jan. 18, 2025, our technician traveled over two hours total to complete the full detailing service interior and comprehensive exterior as booked by the customer. Upon arrival, the technician performed the service thoroughly, addressing both the exterior and interior components of the vehicle. After completing the job, the technician requested that the customer review the work, but instead, the customer's husband came outside instead and stated that he would be the one inspecting the service. The customer who filed the BBB complaint did not come outside which was out of the detailers control, even after requesting she do so with her husband. 
  During the detailing process, the technician noted and discussed several pre-existing issues with the husband, including the fragile condition of certain interior materials. Some areas of the vehicle, such as the floor mats and steering wheel, showed signs of extreme wear, which limited the level of cleaning that could be performed without causing further damage. For instance, the floor mats began to deteriorate during the cleaning process due to their prior condition. Additionally, carpets were thoroughly shampooed multiple times, but as they dried, deep-seated stains from previous spills may have resurfaced.
  Our technician made every effort to provide the best results possible while prioritizing the safety and integrity of the vehicle’s materials. While we acknowledge that a few minor areas may have been overlooked, the technician would have been happy to address any concerns or make touch-ups before leaving—had they been made aware of any dissatisfaction at that time.
  To ensure fairness, we offered the customer two resolution options:
  A discount to compensate for any minor missed areas (noting majority of areas he could not scrub hard or use harsher products or it would cause damage to the vehicle/material).
  A free return visit to address any concerns, despite the two-hour travel time.
  The customer declined BOTH offers and instead proceeded to dispute the full payment, despite the fact that the husband inspected and approved the work before the technician left. The customer had booked our highest-tier package, with the majority of the cost attributed to exterior services, which were fully completed, as was the rest of the serviced. Given that the service was performed as agreed and the technician followed proper procedures, we require full payment for the work completed. If payment is not received, the balance will be sent to collections. We do state this in the agreement of service which the customer did click to agree to when booking the service and giving her payment information. We also state that if disputed, there is a chargeback fee associated as we do get charged a fee as well as have to go through the chargeback process.
  We have made multiple attempts to reach a fair resolution and remain open to reasonable discussions. However, a full refund is not a justifiable resolution in this case, as the service was completed in good faith and approved at the time of completion. The detailer was specifically asked about the marks the customer claims were caused during the service. He confirmed that there is no possibility that he caused any new stains or similar issues. The vehicle was in poor condition and had not been well maintained, which contributed to the existing wear and imperfections. Our detailers take all necessary precautions to ensure that no stains, damage, or further deterioration occur during the cleaning process.
  Additionally, we offered to send the detailer back to address any concerns that could be safely corrected, including reviewing the stain in question. However, the customer declined this offer.

  Customer Answer

  Date: 02/18/2025

  Complaint: ********

  Dear BBB Representative,

  
  I appreciate the opportunity to respond to National Detail Pros, Inc.’s statement regarding my complaint. Unfortunately, their response is factually inaccurate and misrepresents the situation.

  
  Key Points of Dispute:

  
  1. The Service Was Not Completed as Advertised
  The technician did not perform the service to the standard expected or as described in their service package.
  Several areas of the vehicle, including the steering wheel, console, carpets, and interior surfaces, were left visibly dirty after their work was completed.

  
  2. My Presence During the Service
  The claim that I did not review the service is false. I personally inspected the vehicle immediately after the technician left and found multiple areas that had not been cleaned properly.
  My husband’s presence does not equate to my acceptance of the service. He did not authorize payment, nor was he responsible for the booking.

  
  3. Pre-Existing Condition & Damage Claims
  The business is falsely implying that the condition of my vehicle prevented them from providing a quality cleaning. This is a deflection.
  The stains and areas of concern were not pre-existing and were, in fact, a result of their poor service and inadequate cleaning methods.

  
  4.  No Genuine Resolution Was Offered
  National Detail Pros claims they offered a discount or a redo of the service, but in reality, the only offer made was a $30 discount on a $548.98 charge—which I declined because it was not a reasonable resolution.

  Their attempt to characterize my refusal as unreasonable is misleading.

  
  5.  Chargeback Was Justified
  I legitimately disputed the charge with my credit card company, which investigated and ultimately ruled in my favor, crediting my account for the full amount.
  This decision indicates that the dispute had merit and that the service was not provided as promised.

  
  Conclusion

  
  I stand by my complaint and maintain that National Detail Pros, Inc. failed to fulfill their obligations. Their response is an attempt to justify subpar service rather than take responsibility for their shortcomings.
  Given their misrepresentation of the facts, I do not accept their response as a resolution.
  Please let me know if any further information is needed.

  
  Best regards,
  ****** ********

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.