ComplaintsforD&V Mobile Detailing Services

• Initial Complaint

  28/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company I used was D&V Mobile Detailing Services and my service was provided on Monday 27 June, 2022 for interior sedan detailing and smoke removal. The price I paid was $213.75. The company was to provide as per their words: Vacuum, Steam and Shampoo all Carpets and Seats. => Steam and Brush Doors, Center Consoles, Dashboard, Cup Holders. => Apply Protectant (non glossy) to all hard interior surfaces. => Clean windshield and interior windows from inside. => Vacuum and Wipe Down Trunk Area. Upon being notified that my job was completed, I went to inspect the vehicle. The representative, that was sent out, did not shampoo all the carpets properly. He notified me that he was unable to remove dirt from them and upon my inspection I found this was not accurate and asked him to shampoo them. After this, the dirt was easily removed. The car interior did not smell fresh, at all, when I opened it and the carpets were all bone dry. I was expecting the carpets to be shampooed properly but this was not the case. I spent quite a bit of time, outside, with the service represent having to go over the entire car, finding areas that had not been properly cleaned, including the truck carpeted area. In my opinion D&V Mobile Detailing Services did not send a representative that was responsible, who neglected to properly clean large areas of our vehicle and needed my assistance to get the work actually finished in a professional way. What D&V Mobile Detailing Services advertise on their website was way below what I was expecting and what I received. I have reached out to this company and their offer to refund me $50 is not acceptable due to workmanship quality, poor explanations as to why dirt could not be removed and their failure to provide service as per their description. I’m asking the Better Business Bureau to please help me resolve this issue in a manner that is satisfactory and I look forward to hearing back from you.

  Business response

  28/06/2022

  We contacted the customer and tried to resolve the issue. Offered a 50 dollar refund. But she said she wants 100 dollars or she will take legal actions. 
  

   A service was provided that included travel time. The technician was asked to do the job more than once and he willingly did whatever was asked from him. The payment was made only after customer was satisfied by the job. 
  

  Details on f the process is clearly mentioned on our website. 
  Since the client has threatened legal action, we will not be communicating with them anymore and will present our case in a court of law when needed. 
  

  regards

   

  Customer response

  30/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I do not agree that the work this company performed was worth the unnecessary amount of time and effort that I experienced due to my having to facilitating the completion of said job and the unnecessary stress I experienced thereof, period. 
  
  
  I asked the technician to do the job more than once because he didn’t do the job he was supposed to do in the first place which was actually just doing the job he was hired to do once. I should not have had to ask him to do this at all as it’s supposed to have been part of D&V Mobile Detailing Services’s advertised work they would have done on my vehicle in the first place. His work was not adequate, he did not follow the company’s commitment on their website and the services that were mentioned they would provide. The shampooing he provided was totally unacceptable, unprofessional and did not leave the carpets clean and smelling fresh. Today the car’s smoke smell is back too.
  
  
  I made the payment not because I was satisfied with the job but because I realized that I could get no further satisfaction with the technician as he kept saying he had done the steaming which definitely did a very poor job of cleaning the carpets. He also made numerous unprofessional excuses regarding the unfinished work including saying shampooing would take hours more and that that’s not what the company does. Putting carpets back in my vehicle on top of an exorbitant amount of uncleaned dirt is not reflective of a professionally detailed car’s interior either and certainly is not what D&V Mobile Services advertise on their site.
  
  
  A refund of $50 dollars is completely unacceptable to me due to the unnecessary additional work and time I needed to provide and spend with the technician in explaining how to clean the carpet using more water and shampoo and having to watch over him so that he would complete the full job correctly as he did not do it the first time when I wasn’t there. 
  
  
  He completely undermined my trust in the company and caused me unnecessary stress while dealing with a job that originally I had been looking forward to being completed professionally.  I am not used to listening to a technician tell me that dirt will not come out and then rubbing it and watching the dirt come out in front of both of us.  I am definitely not used to finding a substantial amount of dirt hidden under replaced carpets upon completion of a job either.
  
  
  I thank the Better Business Bureau for stepping in and assisting in finding a solution with this company.
  
  
  Naturally, in the event these discussions do not resolve my concerns and provide me with an agreeable resolution regarding obtaining a $100 refund, which is what I think is fair and equitable, I may need to take this further.
  
  

  Sincerely,
  

  
  ****** *****

  Business response

  30/06/2022

  We have reviews the customers comments and do not agree with what she has said.

  We steamed and shampooed the vehicle multiple times and the technician that was sent has a lot of experience doing 2-3 cars a day for over 1.5 years.

  We understand we cannot satisfy every customer, but we do not feel the statements made by this customer is accurate.

  Instead of a He said / she said situation. We will not be corresponding with this customer anymore. 

  Since she has threatened legal action, our lawyers have asked us not to send any more communication in this matter and we will give our explanation in the courts. 

   

  Regards

  Customer response

  03/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  This company failed to provide what was promised on their website in a professional manner and with a knowledgable and well trained employee. I have never witnessed a person argue that dirt could not be removed saying they had already tried and then have to show them how easily the dirt could be removed and watch as they used more shampoo and actually remove dirt that they said could not be removed in the first place. A professional company does not send a person who is unable to clean the car properly, who hides dirt and puts carpets on top of it and then argues with a customer and lies saying that the dirt could not be removed. ** **** ** *** **** ******* ****** ***** ********* **** **** ****** *** ** ******* * ********. ** ** *********** *** ********* ********* ** **** ** **** **** ********* *** ***** **** *** ** ** ***** *** *** **** ******* ** *************** ***** ******** ******* ******* ******* ** ********* **** ********  

   

  say that dirt could not have been removed and upon asking them to re-shampoo the same area, the dirt came out really easily
  
  Sincerely,
  
  ****** *****

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