National Detail Pros

Thank you for your feedback, Toni. We apologize for the inconvenience caused by arriving almost an hour after the requested time frame, as this definitely is not typical. You were just over a 2 hour drive away so I think when they ran into traffic it did not get accounted for and we are extreamely sorry about that. The reason they had to take the car to a different location to finish was because they were experiencing electrical issues when trying to use their machines at your home. We are sorry that this made the detail take longer. The extra charge was optional and discussed with you prior. It is because they had to do additional work that was not included in the package you got in order to remove adhesive in your vehicle and other things. This was completely optional and would not have been done if you chose not to. We appreciate you taking the time to let us know about your experience.

When the detailer arrived on the date and time that Maren booked to have it done, Maren 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. Maren 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 Maren’s husband (as that was who was left as the contact on site) fully look over the vehicle to make sure he was happy. Maren’s 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 Maren’s husband tipped him and he went on his way. He had two hours of drive time which is why he had Maren’s husband fully look it over before leaving. Later on, Maren 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.

The detaielrs sent have been detailing for years and have ample experience, professional grade products and all proper equipment. When they arrived to do Tom Robert's vehicle, his vehicle was not in good condition. It had exidation all over the body, especially the roof. Tom did not pay to have the full vehicle buffed out even though we do offer that package. He only paid to have a few "spot scratches" buffed out, however the detailer did buff it out for him for FREE to be nice to Tom since the vehicle severealy needed it. He also did the full interior detail, waxed the vehicle, and shined all trim. After the service Tom complained that the detailer had left holograms from buffing and that he made his gray plastic bumper black. The detailers did explain to Tom after the detail that the paint was very bad before and that it did still have some imperfections and oxidation that did not come out but that they did remove 95% of it and it looks 100% times better. They also explained that the plastic bumper is deeper in color because it is hydrapted and has protectant on it. After the service Tom wrote in demanding we pay for him to repaint his bumper because it is now a very dark gray when before it was a light gray. We explained that his bumber is not permanently that color as it just has a protectant/wax and that he can remove it with a strong degreaser if he wanted or it will eventually wear away as waxes and protectants are not permenent. We also explained that repainting a bumper just because it is now hydrated and has a layer of protectant deepening the color would not be the best course of action as it is not permanent and can be removed. We did offer to have the detailers back out which Tom refused. He then went on to complain about marks from the buffing. We asked for photos of this which he refused to send. We then explained that after speaking with the detailer, we learned that it is not holograms in his paint and that it is just because his paint was in very bad shape and could not come out 100% in ALL areas. He replied with a OLD photo of his car stating showing NO oxidation, "It was NOT very oxidized. I can send you a picture I took of it a YEAR ago. The top was repainted about eight years ago and it was SLIGHTLY oxidized." This picture and information he sent was very far from the truth as we do have several photos and video of his car, before and after the detail. We replied to him with a photo that the detailer took showing that his entire roof of his car was basically white before when it was to be red and that the photo and statement he sent was not accurate. We also explained that the detailer buffed out his vehicle free of charge to be nice and restored the paint without charging him extra simply because he knew it was a concern on Toms. After explaining this to Tom that we cannot refund him for the detail as he got hundreds more in service than he ordered for free and that we can not pay to have a bumper repainted just because it is hydrated from protectants/wax on it deepending the color of the plastic... he then continued to spam us via email contacting us 5-7 times within an hour. His emails state things such as, " You are not even on the same league as I am. You obviously very stupid. I don’t know how you could possibly be in the position you are in. ", "You don’t even know what detailing means.'". And "You clearly are incompetent. " Please let me know how I can attach photos to this complaint as we have ample proof of everything I have stated here.

Michael had a service done on his RV and at the end of the service did a full walk around and approved of the work in person with the detailer. He also signed off on a completion form stating he was fully satisfied and had looked over the work. Later that night he also went on and left the detailer a 4/5 star review stating, "He did a good job". The next day, Michael called in and said there was wax left on his RV that he did not see the day before. We apologized and explained that if it was not visible to Michael, it likely was not visible to the detailer but that we will definitely come back and get it taken care of. We let the customer know we will have the detailer contact him to set up a day to come get his concerns taken care of. The detailer called that customer the same day to get him back on the schedule in which the customer was wanting him there the next day. The detailer and us both explained to Michael that we are happy to stand behind it and come wipe off the wax however he was already fully booked tomorrow. We did come back and the customer again approved of the work before he left. We stand behind our work and did so in this situation and had Michael fully approve of it.

Hello sir, we did email you over the weekend as well so feel free to reply there. The detailer for your appt let us know they got confused and thought both your details were for Wednesday (because you had one booked for Sat. And one for Wed.) but just saw that they were for 2 different days. I am very sorry. Would you like to try to reschedule the truck? He can do them both Wednesday at your boat appointment if that works? Once again, we are extreamely sorry about the mix up. Please reply back to our email we sent you, thank you.

(I cannot attach photos but we do have many photos of this job, before and after, showing the HUGE difference and can email them to anyone per request) The detailers sent out to do Tom's detail have been detailing for years and have ample experience, professional grade products and all proper equipment. When they arrived to do Tom Robert's vehicle, his vehicle was not in good condition. It had a ton of oxidation, especially the roof and was in poor shape overall. Tom did not pay to have the full vehicle buffed out even though we do offer that package. He only paid to have a few "spot scratches" buffed out, however the detailer did buff it out for him for FREE to be nice to Tom since the vehicle severely needed it and Tom had made it very clear that that was his concern. Again, he only paid to have a few spot scratches buffed but the detailer buffed out all his oxidation for free to be nice and because Tom mentioned it (SEE PHOTOS ATTACHED). The detailers also did the full interior detail, waxed the vehicle, and shined all trim. When they were finished with the detail Tom came out and signed the completion form stating that he is happy with the work and that he agreed to pay in full. The detailers did explain to Tom after the detail that the paint was very bad before and that it did still have some imperfections and oxidation that did not come out but that they did remove 95% of it and it looks 110% times better. They also explained that the plastic bumper is deeper in color because it is hydrated and has protectant on it. This was all explained at the time of Tom signing the completion form (see attachment). Tom later on wrote in demanding we pay for him to repaint his bumper because it is now a very dark gray when before it was a light gray. We explained that his bumber is not permanently that color as it just has a protectant/wax and that he can remove it with a strong degreaser if he wanted or it will eventually wear away as waxes and protectents are not permanent. We also explained that repainting a bumper just because it is now hydrated and has a layer of protectant deepening the color would not be the best course of action as it is not permanent and can be removed. We DID offer to have the detailers back out which Tom to fix any issues he is unhappy with and Tom refused. He then went on to complain about marks from the buffing. We asked for photos of this which he refused to send. We then explained that after speaking with the detailer, we learned that it is not holograms in his paint and that it is just because his paint was in very bad shape and could not come out 100% in ALL areas. Tom finally replied with a OLD photo of his car stating showing NO oxidation, "It was NOT very oxidized. I can send you a picture I took of it a YEAR ago. The top was repainted about eight years ago and it was SLIGHTLY oxidized." This picture and information he sent was VERY far from the truth as we do have several photos and video of his car, before and after the detail. We replied to him with a photo that the detailer took showing that his entire roof of his car was basically white before when it was to be red and that the photo and statement he sent was not accurate. We also explained that the detailer buffed out his vehicle free of charge to be nice and restored the paint without charging him extra simply because he knew it was a concern on Toms. After explaining this to Tom that we cannot refund him for the detail as he got hundreds more in service than he ordered for free and that we can not pay to have a bumper repainted just because it is hydrated from protectants/wax on it deepending the color of the plastic

The detailer for Dan's appointment did text him the evening before the service asking to reschedule due to a personal matter. Dan then called into customer service the next day. We then offered to try to send out a different detailer or to get him rescheduled however Dan declined. This just took place about one hour ago today. Dan cancelled the service and because it was the same day of the appointment the system automatically put through the cancellation fee. This was then voided out immediately as that was being waived due to the situation. Dan called back asking about the fee and was told that it was indeed voided out right after and that nothing will be charged. We explained that although the void does not go through immediately, it was indeed done. The charge was voided before it settled so it will end up falling off. Dan was made fully aware of this.

Thank you for taking the time to share your feedback regarding your recent experience with our cleaning and detailing service. We appreciate the opportunity to address your concerns and provide clarification on the matter.

Upon reviewing your booking details, we found that you had requested a thorough cleaning and detailing service through our online platform. In the "notes" section, you mentioned your desire for your seats to look brand new and asked if this was something we could achieve. We promptly responded to your query via email, clearly stating that while we cannot guarantee the seats will look brand new, we would do our best with the package you had chosen and depending on prior conditions. You responded back to the email stating, Ok thank you, letting us know you got that message and you were aware.

On the day of your appointment, our detailers arrived and completed the package you had booked in its entirety. They diligently performed every item that is included in the package, as specified by our service offerings. In fact, they took multiple before and after photos to document the quality of their work. However, after the service, a misunderstanding arose when you requested seat removal and leather repair, which are not included in the detail package you had chosen.

Our detailers explained that such additional services were not part of the package and clarified that they had fulfilled all the tasks listed in the package you ordered. We understand that you expressed disappointment because your seats did not look brand new, but it's important to note that cleaning and detailing services are designed to enhance the appearance and cleanliness of the vehicle, not to repair pre-existing damage.

Despite our efforts to explain this to you, it appears that a miscommunication occurred, which led to your dissatisfaction. We sincerely apologize for any confusion or inconvenience caused. Our customer service team has been in contact with you, attempting to find a resolution. However, it is disheartening to learn that your interaction escalated to the point where you expressed your frustration in an inappropriate manner, yelling and swearing at them in recorded calls.

We want to assure you that our primary goal is to provide excellent service and exceed our customers' expectations. We take pride in the services we offer and strive to maintain open communication with our clients. As a responsible business, we have a responsibility to be transparent about what is included in our packages and manage customer expectations accordingly. We unfortunately just do not even offer leather repair what so ever nor do we remove seats from vehicles.

We genuinely appreciate your understanding of the limitations of our service and the efforts our team made to deliver the package you chose. If you have any further concerns or would like to discuss this matter further, please do not hesitate to reach out to our customer service team, and we will be more than happy to assist you.

Once again, we apologize for any inconvenience caused and thank you for bringing this matter to our attention. We value your feedback and look forward to resolving this issue amicably.

The detailer asked this customer to look over the detail before leaving to make sure he was happy. Yur pointed out some debris on the carpet in which the detailer then had a rag to brush it away as it was just a few specs. Yur then got upset that the detailer used a rag instead of vacuum for the few specs so demanded that the detailer leave. Yur then called in to customer service asking for a full refund. We explained that the service was fully completed so we cannot do a refund but let him know that the detailer was still happy to come backout to address any concerns. Yur then hung up on the customer service rep.

We actually do not book details for a single time such as 8am. If you visit our website, http://www.NationalDetailPros.com and go to schedule a detail, you will see we only offer arrival time windows. It does specifically state "arrival time window". Nancy booked her detail right on our website and selected the arrival time window of 8-11am. She also put a credit card on file and it states specifically on our site that we do require more than a days notice when cancelling the detail as we do book up days in advance and are holding the spot for your detail. We also have this information in the confirmation email and the terms and conditions. On the final page of booking, we state that the card you put on file is pre authorized and will show as a pending transaction. Nancy was not charged ahead of time, her card only had the pending transaction which we did state would occur. The detailer contacted Nancy the day before the detail as a courtesy reminder/confirmation and she told him she had to reschedule. We do NOT charge any fees at all for rescheduling however she never actually did reschedule. She proceeded to just ignore us after we tried to set a new date for the detail. Nancy called in on March 1st and was explained over the phone what occured and we let her know that we would contact the detailer and have him follow up with her again. After getting off the phone, Nancy just went online and cancelled her appointment. Because it was cancelled and never rescheduled and she initially cancelled the day before her appt, the cancellation fee does apply. She was made aware of this prior to booking as well as after booking. We did however email her on the same day she cancelled letting her know that we emailed her over a coupon code for the full amount of the cancellation fee that if she does choose to reschedule, she can use that and not be out any money which we do have dated and time stamped screenshots of.

The RV was indeed washed which is what Joe paid for. Joe said he had footage of the RV not being washed but then when asked for the footage refused to send it. The detailer stated that the RV had black streaking that did not just wash off with a normal RV wash solution. It required either buffing or a harsh black streak cleaner which is not included in the standard wash. We did try to reach a resolution with Joe however was unsuccessful. The job was charged because he paid for a wash and that was indeed completed. Removal of black streaks was not included and would require additional services.