ComplaintsforAMP Mobile Detail

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One of their Technicians came to my home to detail my 1966 T-Bird in my driveway. His first detailing job. It is a convertible that has to be done in stages. He chose the interior first. Had to take the top down & take off the Tonneau cover. He completed the interior. Cleaned & waxed the Tonneau cover. Put the cover back on the car & put top up so he could do the exterior of the car. When he completed that the car was done. I signed off & paid him. That was on Wed. Put the car in the garage, Fri took the car to the car show in Dublin. Put the top down. I noticed spots on the tonneau cover that looked like water spots. I called AMP Mobile Detail, I left a message. I had some wax with me & I tried to remove spots & I could not. The mgr, ***** returned my call & said he would send someone to my home on Mon. 2 men came, one being the original man who did the work & another, They had 2 products a compound & a wax. They applied & tried to buff out the spots. It did not work. The 2nd one called the Mgr. He was told to go to Advance Auto & buy 2 products. The Auto Zone was closer, which they did. They tried applying what they were told by the mgr & they did not work. I told them to get ahold of mgr cause this is a $60,000 car what did they plan on doing about this? Mgr called me on my phone. He screamed what do you want me to do? I told him the Tonneau cover was going to need to be painted. He threw back that I signed off on it & said what a great job it was. "Yes", that was based on what I could see then. I didn't take the top down until I got to the show & saw the problem. He washed the top with a power washer. So it sprayed up in the cover. Mgr. said he was not responsible. I asked for products used on the top & finally got the names. My insurance does not cover this. The top is fiberglass, take all leather off & after painting reassemble. I will try to get at least 2 estimates.

  Business response

  08/24/2022

  Good afternoon *****,

   

  We sincerely apologize that we could not live up to your expectations. When the original service was scheduled and completed you were given the option at that time to fully inspect the work that was performed on your vehicle. You did in fact inspect the vehicle and signed off that everything was good. You even went as far to send a message letting us no how awesome the detailer was and what a great job he did. Then 5 days later you contacted us that there was an issue with possible water spots and that we left a spot on your dash that in fact was covered by an aftermarket item. We do not remove items that are magnetic or otherwise attached to the car as most customers would rather us leave it alone or it could break on removal. The power washer in question is rated at low PSI in order to cause no damage to seals or paint on a vehicle. If in fact that the pressure was too high, and it was not, he would have had to hold it directly on the seals on the convertible top in order to penetrate and allow water inside. The power washer is meant to rinse the vehicle and spray down the engine and rims.

  So, in good faith we sent 2 seasoned detailers back to your home at our cost, in order to try and make things right for which we spent 4 hours trying to rectify. Once the item was removed from the dash we re applied the dash protectant to the entire dash for a 2nd time. You also had them re-polish chrome that you felt was not good enough. We then  still tried to go above and beyond to compound, claybar, spot removal, buff, & wax the spot in question to no avail. After that the detailers were dispatched back to our shop and NOT "AutoZone" as you stated for a water spot removal product we have on hand. This product did not remove the questionable spots and it was determined at that time that the spots in question were in fact under the clear coat and had not eaten through. The water spot removal product that we use has been tried and true for us in previous applications.

  Once all options were exhausted and you were still not happy. My staff was told by you that we were all of a sudden responsible for painting your entire car being re-painted which is rather ridiculous considering we did not cause the damage to begin with. You then call my manager not the other way around (phone records will prove this) and berate him with verbal threats and demands prior to my manager responding back that your demands were unreasonable and that we were not paying to have the car re-painted. 

  Where our company has an issue with this is that your complaint arrived 5 days after the service was completed and had driven it on public roads. Not to mention I can't seem to find anywhere how such a spot could have been formed by water in such a little time span especially when the water is filtered that we put in on our service van.

  We are very happy to make sure that our customers are happy with their service by going above a beyond as needed. We feel that reasonable means of correction have been met. 

   

  Customer response

  08/30/2022

  This is in response to the response from the Detail Shop
  We have gone through this before  and he fails to admit that his products bled into the paint on the fiberglass tonneau cover which was a very rare option in 1966I have been able to have one body shop look at what happened and I have had Hagerty Insurance Adjuster look at it and stated that it had to be repainted
  This is a convertible and the top of a convertible  NEVER sits so tight that it would block any kind of liquid.They used a power washer to wash the car and then a buffer to shine
  
  Well their soap penetrated underneath the top at the body line and sat for daysI had no reason to lower the top until I got to a show on that Friday and when I lowered the top I noticed all the spots.
  I called them immediately and was told they would be out on Monday
  the Detailer r and another person came. tried to use 2 products and it did not workI told them to call the boss
  The boss told them to go to Advanced Auto Parts to buy some other suppliesI suggested Auto Zone because it is close and they carry more products than the local Advanced Auto storeThey returned within 15 min with a bag of 2 more products which again did not work
  They called the boas and he called me back and insisted t that they had returned to Grove City to get their products.  This was NOT true.
  Yes I signed off on the job as it looked.
  The tonneau cover was washed and polished on the garage floor and when we put it back on the car there were NO spots.
  The body shop agreed that the spots had imbedded into the paint and Hagerty also agreed that the spots had imbedded into the paint.
  Thank You

  Business response

  09/01/2022

  When you sign off on the detail there is a disclaimer that states that we will not be responsible for any monetary value above and beyond the cost of service. We have already issued you a refund for the amount that was paid to us. Again there is zero proof that the damage was caused by us or our products. In good faith we have already provided over 12 man hours of service on your vehicle and have given you a full refund. We consider the case closed and will not be responding to any further correspondence on the BBB platform. 

  Customer response

  09/12/2022

  Claim 17758269This is the latest update from HagertyDue to the holiday, the report has been delayed but I will forward as soon as it is released
  
  -----Original Message-----
  From: **** ************ <*************************>
  To: ********************' <*******************>
  Sent: Wed, Sep 7, 2022 12:05 pm
  Subject: Hagerty Claim ********** - Status Update
  
  <!--#yiv8888255679 _filtered {} _filtered {}#yiv8888255679 #yiv8888255679 p.yiv8888255679MsoNormal, #yiv8888255679 li.yiv8888255679MsoNormal, #yiv8888255679 div.yiv8888255679MsoNormal {margin:0in;font-size:11.0pt;font-family:"Calibri", sans-serif;}#yiv8888255679 span.yiv8888255679EmailStyle17 {font-family:"Calibri", sans-serif;color:windowtext;}#yiv8888255679 .yiv8888255679MsoChpDefault {font-family:"Calibri", sans-serif;} _filtered {}#yiv8888255679 div.yiv8888255679WordSection1 {}--> _filtered {} Hello Mr. Oreste,   I’m currently waiting for the appraisal estimate to come back.  I read in the notes that you indicate the inspection was completed this past Saturday.  I expect to have the repair estimate and photos by the end of the week.  I’ll reach out to discuss once I have received and reviewed the appraisal documents.   Best,
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