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| - We hired The Best Detail to fix some blemishes in our car's finish. My car is brand new with 1500 miles on it. I mistakenly took it to a cheap car wash and it put scratches and swirl marks in the finish. We hired them based upon our initial conversation and that they had a good Yelp reputation. They were the most expensive option amongst the four companies we contacted.
I was worried if these would all come out with polishing or buffing. Peter answered my Yelp inquiry and told me he thought it could be fixed and that one of his folks should get a good look at it.
He did ask for some photos and I sent them, mentioning that the photos were hard to see the actual problems.
He sent out a tech named Lance and another associate to do the work. When they arrived, I showed them the damage. I asked them to pull the car out of the garage so we could see it in good light. I then asked them to review the car carefully and let me know if they could make it look like new again. They told me they could but it would cost more as polishing wouldn't do the job and that they had to buff them out.
I authorized the increase in price and they proceeded to do the work. When they were done, I inspected the car only to find a blemish on the back bumper. They said they couldn't do anything more with it. I expressed my disappointment since they told me if I paid the higher price they were confident it would come out looking great.
So, I called Peter and explained my disappointment. He was abrasive with me and seemed angry that I wasn't satisfied with their work. He explained the problem wasn't their work, but instead a flaw placed there from the factory when they applied the finish. He talked a lot and it was hard for me to get a word in edgewise.
Finally, I asked him "So where does this put us?" he responded "I will keep your car keys and put a mechanics lien on your car." This made me very angry. I resigned to pay him the $325 they asked for and sent them away.
Peter later offered to go with me to the car dealership so he could explain to them why the dealer should fix the problem. I considered this for a while, but ultimately declined any further assistance.
In the end, I paid $325 for a finish that still looks unsatisfactory. I was told it was all fixable when we found out later that it wasn't.
In Summary, The Best Detail's rating is based on the following:
PROS:
1. Arrived on time when they said they would
2. They were able to schedule work quickly
3. Although I am disappointed with the result, they did affect a significant improvement in the finish
4. After the fact, Peter did offer on several occasions to accompany me to the dealer to try and get the problem fixed on his own time.
CONS:
1. Peter threatened to keep my car keys (and file a lien). I never said I wouldn't pay... This as a severe offense and this alone warrants a 1-star rating.
2. Their work was not the quality as promised. I don't think the techs were necessarily dishonest, but I do think they didn't look carefully enough or overestimated their abilities.
3. Customer service interaction was very unpleasant - Peter yelled at me when I got angry with him about the quality of work performed.
Some suggestions on how the Best Detail could have improved their score:
1. Don't ever threaten to take a customer's property.
2. Make sure your technicians know what problems they can fix and the ones they can't. Make sure they inspect the vehicle thoroughly. Clearly convey your findings to the customer to set realistic expectations in advance.
3. When a customer is angry with you about a job don't raise your voice or talk over them. Avoid lecturing. Learn to hone your listening skills.
In closing, due to the seriousness of this interaction, I would never recommend The Best detail and certainly won't use them again.
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