ComplaintsforD1 Detailing

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an agreement with D1 Detail to install a Paint Protection Film (***) on the front end of my brand new vehicle (2024 Acura MDX) and ceramic coating the remainder of the vehicle. I was communicating with *********************, the Owner of D1 Detailing. We first made contact on March 18 via text message and made an agreement to complete both of these services (*** and ceramic coating) for $1,400 on April 5, 2024. On April 4, ****** first confirmed we are ok to proceed then a few hours later he said the materials are delayed and we need to reschedule the April 5 appointment. Between April 5 & 12, he kept making excuses and eventually confirmed that he can do the ceramic coating portion of the work on April 16 at 9am - this was confirmed on April 12. He completed the ceramic coat and we paid $500 of the $1,400 for this portion. When we went to pick up the vehicle the ceramic coating was not completed properly and needed to be re-done. At this time, he also acknowledged that he did not have the appropriate set-up to complete this work properly. A proper set-up requires a clean shop and atleast 24hours of drying time inside a temperature controlled building - he completed the work outside on his driveway in poor weather conditions such as rain and hail. He still hadn't confirmed when he can apply the **** After further discussion, he said we can redo the ceramic coating at my house but I should get the *** completed from somewhere else. I offered to let ****** use my garage to apply the *** but then his excuse changed to say that he cannot get the *** anymore. I requested my money back due to the poor workmanship on the ceramic coating and denied this request. He did not make any further efforts to help resolve this issue and still has not completed the rest of the work. I am concerned that the work he completed has ruined the paint on my brand new vehicle I have saved text messages of the above conversations and can provided if needed.

  

  Business response

  03/06/2024

  Monday March 18th I had received a phone call from ******* regarding interest in PPF and ceramic Coating. We had met to go over the vehicle and came confirmed on price and service to be completed. During this time as a small business we order material as needed. I had ordered a roll of PPF to complete this job and 2 others. April 4th I was made aware that there was an issue with the package delivery as it had either been misplaced or missing from the carrier. I made ******* aware of this issue right away. From April 4th onwards I stayed connected with ******* and other customers regarding the statues of the delivery of the film. Since ******* was eager to add protection to his vehicle we had agreed to do the Paint Polishing and Ceramic Coating Sooner than the arrival of the ****  April 15th, ******* had dropped off his vehicle at our location for the service on April 16th. April 16th we had completed the full service as discussed ( Paint Polishing & Ceramic Coating). As the weather was on and off that day with rain and shine we had put up our awning to cover the vehicle from the conditions we were faced with. April 16th at 3:36 I texted ******* that his vehicle was completed and ready for pick-up. During the delivery of the vehicle we did a walk around to confirm he was satisfied and I went over the post service instruction on what not to do or to do. I made it very clear to not touch the coating as it is still fresh and touching a black vehicle will cause scratches. He leaves my location happy and said it looks really good. After he left I had received a call from ******* about how there were all these scratches on the vehicle and finger printed along the driver side rear quarter panel and along the rear hatch of the vehicle. Which clearly were finger prints after I told him not to touch the vehicle. During the delivery of the vehicle the weather was sprinkling of rain which will not affect the coating overall. Once ******* came back and I had a look at what he described on the phone I mentioned I would fix his mistake of touching the vehicle. during the dates of April 16th and April 24th he was harassing me and my family, coming to my property after hours and talking badly of myself and my business. Since I had agreed to follow - up and do an inspection wash and polish on April 25th. Once we had arrived at his location for this follow-up service I had begun to wash the vehicle to confirm that the coating was done properly and he was making comments as we worked that the ceramic coating was ruined so while he was standing beside me while I polished out his scratch marks I had also reapplied the ceramic coating for a second time to confirm it was done while he watched me do it. and at this point we was still touching the vehicle and putting his hands over the work which is out of my control. When we were finished with this process at his location I had mentioned due to his attitude and disrespect towards me and my family that I unfortunately do not want to do business with this type of person. He was caused more stress on myself and family with his harassment even after the service was done the second time. on April 28th I had received a text message stating he was going to go to better business bureau, The city of ******* and the media. Which I did not respond at that time.

  ******* had only paid portion of the service amount ($500.00)  and keeps saying the service is not done to full and wants his money back due to poor workmanship. He also stated above that he is concerned that the ceramic coating ruined his paint which at this time the paint work is in better condition than when I received it. Due to the man hours and product it took to do this service for ******* I had denied a refund as at the end of the day the service was done twice. 

  As per above the text messages he doesn't show the communication via phone call nor did he mention the amount of times he had shown up to my property after hours even when he has talked hours prior. 

  Customer response

  04/06/2024

   
  Complaint: 21792990
  
  I am rejecting this response because all of the counter arguments are false and do not have any substantiation. My response to his allegations are as follows:

  1. I did go to his house to continuously harass him. When he was not confirming a date to install the **** I visited his home to confirm if he was still going to do the the work if I should reach out to other vendors. Besides that i only attended his home to drop off and pick up the vehicle.
  

  2. His house did not have any awning on the home to cover the vehicle. He should provide photo the area where he completed the work as back-up for this claim.

  3. I was always polite and courteous in my communication with ****** and did not harass him or his family. I did not speak with anyone other dayton, expect when i dropped the vehicle i left the keys with Daytons friend as he was not home.

  4. The ceramic coating did not have finger prints in it, it was a blemish in the coating because the work was completed outside in the rain. I drove the vehicle back to his house to show him the defects in his workmanship and not touch the coating myself.

  5. When ****** corrected the work at my house, I did not harass him. He asked me to hold the ceramic coating bottle while he was doing the work and I assisted where I could. Once he was finished, he asked me to check the work and confirm if i was satisfied. When I look at the completed work I noticed a couple areas that still were not correct and pointed those out. I did not raise my voice or say anything rude.

  6. ****** claims that i was rude to him during phone conversations but has not provided any recordings or proof of this. If this is true he should request phone records from the phone company. I did not harass or speak poorly about him, his family or his business. I am personally offended by these allegations as I always try to respect everyone i interact with.

  I would like to request some form of in-person or over the phone conversation to resolve this matter to avoid further false acquisitions from *******
  
  Sincerely,
  
  ***********************

  

  Business response

  06/06/2024

  Images above show the completion of the vehicle after the service was completed and specially the around the has " Blemishes". The before I had even touched the vehicle the paint had blemishes, marring and scratches. As per talked about and quoted the vehicle was to receive a Paint Enhancement polish which only removes 10-20% defects in the vehicles. Not a full correction which will not make the paint in perfect condition with the polishing package. 
  
  Please see above for a picture of the awning being used for the exact same service being completed on another vehicle. while I was doing the ceramic coating process there was next to no rain however when it was time for ******* to pick up the vehicle it has started sprinkling. I had completed the job around 2;30 and this time I left the vehicle under the awning to sit. Water does not hurt the coating it is the chemicals that will ruin it. which was mentioned to not wash it for the first 7 days - If we're to get wet to wipe it off or blow it off.  

  
  My offer is to do a full inspection on the coating to see if the coating is not "done properly" as at the time when I went back to Gurmail's house to have a look and Re-Apply the coating it was doing exactly what it is suppose to do, which is enhance the gloss and make it easier to maintain.

  Customer response

  11/06/2024

   
  Complaint: 21792990
  
  I am rejecting this response because the facts provided by Dayton are incorrect and misleading. My response to his comments is as follows:

  1. He stated one photo was of the awning but both of the attached photos were of the MDX. This is a tactic to waste time because there is no awning on the front his house.

  2. The appointment was on April 16 and it was not light rain. It was fairly heavy rain and at times there was also hail. As stated by ******, the work was completed around 2:30pm and I picked up the vehicle around 5:30pm.

  3. The product that was used on my vehicle is called SystemX Ceramic Coating Pro. I contacted the manufacturer and a distributor and both have said that the vehicle should remain dry for at least 24 hours verbally on the phone. The product data from the manufactures website is attached and clearly states at the top of the page that vehicle should remain dry for at least 6hours. ****** also confirmed that it was raining that day (a lot or only a little bit doesn't really matter, the fact is it was raining) and he told us to leave his place with the vehicle in the rain. As such, the application was not completed per the manufacturers instructions.Based on the above timeline and because it was raining on April 16, ****** should not have even said the vehicle was ready for pick-up until at least 8:30pm (6hours after 2:30pm per instructions) or the next day based on what they manufacturer told me on the phone.
  

  4. ****** showed me the product when came to my house and i took a photo of the bottle. There should be no dispute on the name of the product

  As stated previously, ****** has not provided any substantiation for his allegations, while I have provided back-up for my claim. We request that the better business bureau carefully review the facts and trust that they will agree with our position that ****** should refund the $500 as request previously.
  
  Sincerely,
  
  ***********************

  

  Business response

  19/06/2024

  1. The awning mentioned is a collapsible so we can move it around and load in our van. there is no tactic and going back and forth is a waste of time. I am true to my work and the photo with the awning was an example as to what was used. 

  2. During the application process and the coating there was no rain or hail present until right before ******* picked up his vehicle which at the time of pickup he said he was bringing it home to park in his garage. However when we went back to his property to do the wash a few days following after the application of the Coating he had parked the vehicle in his garage to cure for 24Hours. 

  3. As per the catalog attached dry time is 20 minutes which during this time there was no rain but the vehicle was still covered by the awning. cure time is 4 hours which was under cover for the first initial 3 hours and was to be driven home as he mentioned and put in the garage. What a customer does after I deliver the vehicle I have no control over. 

  4. If there were to be any refund it would only be a partial refund due to the paint polishing package being completed on the vehicle. however since the vehicle showed no signs of improper installation or not working properly before I applied the coating on the vehicle there is no reason for a refund at this time. Especially Since after the second application the vehicle was kept in the garage for 24 hours. 

   

  Thanks,

   

  Dayton

  Customer response

  27/06/2024

   
  Complaint: 21792990
  
  I am rejecting this response as ****** still has not provided any substantiation or proof of his claims.

  1. The photos that were provided previously did not show any awning, and the recent message only mentions an awning and still no proof of a fixed or collapsible awning. As such, we maintain there is no awning and these false claims are just a tactic to waste time. 

  2. The manufacturers information does say cure time of 4hours, however at the top of the page the manufacturers information also says the vehicle should not be wet for at least 6 hours. In the last message, ****** confirms that it was raining and told me that I can take the vehicle home in the rain. If Dayton is to provide a warranty on the product then he shouldn't be telling the customer to drive the vehicle in the rain. I am sure the manufacturer would not warranty the product given the application and cure/dry times were not properly adhered too.

  I am still concerned that the product will not perform as intended due to the improper application and dry/curing of the ceramic coating and it potentially have a negative impact to the paint on my brand new vehicle. I will explore options to claim future costs associated with paint correction or re-painting of the vehicle if there is permanent damage to my vehicles paint.

  I request that the better business bureau closely review all of the facts that have been submitted and provide a judgment or schedule some form of in-person/telephone mediation. We have made several requests that the BBB help provide resolution to this matter. Further back and forth between ourselves and Dayton is not helpful at this time as we have already provided all of the pertinent facts and information.
  
  Sincerely,
  
  ***********************

  Customer response

  09/07/2024

   
  Complaint: 21792990
  
  I am rejecting this response because:

  We would accept a partial refund of $300 (amount paid was $500) due to improper application of the product. If the business is agreeable to paying this amount we would be willing to consider this matter closed. Please confirm how the business would like to issue this refund.
  
  We appreciate your attention to this matter.
  
  Thanks,
  
  ***********************

  

  Business response

  26/07/2024

  ******* can schedule an inspection wash and check - up. I am confident the coating is doing as it should as I had went back toy his property and did again a wash and reapplication. When preforming the wash when we went back days later the coating was performing as should with no issues besides the scratches he had caused while touching the vehicle - which I ended up polishing while we returned. If ******* had not left this vehicle in the garage after the second application like he said he would that is out of my control. So if he would like to schedule a inspection wash he has my number..

  Customer response

  27/07/2024

   
  Complaint: 21792990
  
  I am rejecting this response because we have already compromised on our original request. Initially we had requested a full refund and our latest request is a partial refund.****** has yet to propose any from of compensation.
  

  We have provided a significant amount of substantiation to our claims including the manufacturers recommended application/curing procedure, while Dayton has not provided any back-up for his claims. An inspection does not solve the fact that Dayton did not allow the material to cure properly and therefore the product may not perform as its supposed too and it could also void the warranty.

  In the future, if this does create issues for the paint on the vehicle we will be exploring options to get reimbursed for the painting of the whole vehicle which in our opinion is a valid request given that Dayton negligent in apply coating.
  

  We have going back and forth for over 2 months and would like to come to a resolution as soon as possible. We will consider this issue closed if Dayton is able to provide a refund of $300 as requested.

  
  Sincerely,
  
  ***********************

  

  Business response

  03/08/2024

  Without an inspection there will be no refund. The inspection will determine if the coating is "ruined" which if it is ruined by being exposed to water 30 minutes to early than a refund of $125 will be processed via check. This issues arise once I mentioned I would not do the *** for ******* which than has lead to this complaint. If ******* denies the request for the inspection please determined this case closed. 

  Customer response

  09/08/2024

  Complaint: 21792990
  
  The business is clearly not acting in good faith, they first indicated that they would be willing to provide a partial refund, then denied the partial refund and now are requesting an inspection report prior to any refund. If we provide an inspection report, we would request a full refund and reimbursement of any charges associated with the inspection report (i.e. $500 + inspection costs). We will not undertake any inspection report until ****** agrees to these terms. If ****** does not agree to these terms we would request $300 as per the last message, or we will be proceeding with filing court documents for current damages and future costs to repaint the vehicle due to the poor workmanship.
  

  We provided factual written backup from the manufacturer while ****** has not provided a single piece of evidence that supports his position. ****** has not provided any evidence of the awning that he mentioned in previous messages and has not provided any feedback to whether he or the manufacturer would warranty the product after ****** told me to take the vehicle in the rain. The facts provided in this conflict have only been one sided so far, with me provided written facts and ****** provided absolutely nothing besides his word which clearly cannot be trusted.
  
  Sincerely,
  
  ***********************

  

  Business response

  14/08/2024

  I have agreed to a $125 refund if the coating is not acting as should.. there is no refund on the paint polishing process which is $375. As per text message states due upon arrive $700 due at that time which only $500 was paid.. When ******* left with the vehicle it was not raining as we stood outside around the vehicle chatting. After 20 minutes or so after he left the weather shifted and started to rain. ******* Is upset cause I mentioned to him we will not do the *** for him as he has make this more of a hassle and since he isn't "happy" with the workmanship on the ceramic coating it wouldn't make sense to continue with the ***. ******* can provide his information so I can mail a cheque of $125 if the coating is not "working" after the inspection. 

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