ComplaintsforA Lasting Impression, Inc.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired ************************** to detail the exterior and interior of my motorhome. ****************************** crew performed a substandard job, and did not complete the tasks we had agreed to. I contacted ************************** and requested that he return to complete the job as contracted. He expressed dismay at the quality of his employees' work and promised to return to rectify the matter. When I did not hear from him for a couple of weeks, I contacted him again. At that time, we set a date for his return. He did not show up on the agreed upon date and, although i have reached out several times by text and phone, he has not responded. Some specifcs -1. The top of my awning was not cleaned, and spots were left on the underside. 2. The floor was not washed. 3. The carpets did not appear to have been shampooed, much less vacuumed 4. The rear outer compartment was not cleaned. 5. The interior cabinets did not appear to have been cleaned.

  

  Business response

  07/08/2024

  Good Afternoon,

  I want to start by apologizing for this customer reaching out. I have attached our conversations above upon the services requested. This relationship goes back to 2021. My ******* arrived at 8:45am to perform her 9am service. The customer came out; and said that she had a concern about the exterior storage compartments not being as cleaned as anticipated from 2022 cleaning. He assured her that the storage bins would be taken care of by the time of his completion. My guys had performed the washing on the exterior, the polishing on all exterior fiberglass, all windows cleaned, rims and tires cleaned and dressed. My ******* then proceeded to clean all compartments to ensure our customers happiness. Our other laborer was working on the interior as the exterior was getting done. The customer decided to comeout once the exterior was polished, and asked my ******* if he could clean her awning, that wasnt extended out. So he said not a problem, so we used a vinyl cleaner and cleaned the awning in a ladder. He gave me a call to tell me that the mold was getting bad in the awning. She was aware of this; as thats why she wanted it cleaned. Well its apparent she doesnt do regular Maintenece on her awning; or it wouldnt be molded. So the staining can only come so clean. We had cleaned the awning in 2022, and the mold had already started; so she was aware of this issue. Im not sure why she would assume that the mold would just disappear, especially a year later. So it was cleaned to the best of our abilities. Once exterior was completed, we have a thorough checklist to ensure that all tasks on the job were completed. My ******* then went inside to help wrap up any final touches. Carpets always get steam cleaned and extracted. Vinyl and hardwood floors always get steam cleaned.  So they finished up; my ******* rang her doorbell. She came out and looked the ** over head to toe. She checked her compartments, first. Checked off on them as good, proceeded to see the exterior was polished back to a factory shine. She then went inside, she said everything looked great, but asked my ******* if he could clean the air vent in the bathroom. Which is a task that we dont perform. Anything to do with disassembling manufacture parts is not covered under our insurance policy. She was upset. Note; she had asked me the same question in 2021, and 2022. With the same response. Not sure why she thinks that would have changed. My crew finishes up , I always ask my ******* how it turned out and if the customer was satisfied. He said she was very happy and happy that they fixed the compartments. Then he told me about the fan in the bathroom, I ensured him that she had asked that the previous 2 years. Fast forward 2 hours after the guys left her house. I text to ensure all was performed and everything looked good. I provided the messages above. She was very pleased with the guys and the service. She then proceeds to ask payment amount. Which is a screen shot of her service invoice on our website. She then pays accordingly to the service completion and being satisfied. Im confused on why she would say she was satisfied, they did great. She then authorized a Zelle wire transfer to our business account. Later that evening I get a text stating that the awning had some spots on the topside. We are a detailing appearance company, we arent vinyl workers. Then Rv has needed a new awning since we started servicing her. She knows that. Nothing lasts forever; especially when it goes through harsh elements, and isnt conditioned multiple times a year. Her neglect on the fabric, isnt our issue. Our job is to clean to the best of our abilities, and ensure satisfaction. I had expressed concerned as Im a very in-depth business owner. Fast forward a few days. The customers texts me and tells me she was inside of the Rv summarizing it; or having a company summarize the unit. She states that she thinks the floors werent cleaned. Well the floors were clean and she was happy when my crew left, what happened after that. Not my issue. Did her or a service company track shoes inside to do there work. Come on! I knew then that she was trying to bring up issues to get money back. This was all just a money thing. Was she upset the price went up $100.00 from 2022? Then 2 weeks ago, my wife gets a ***** request to the business account for total amount of interior $213.00 +$60.00 awning cleaning. Why would we refund the money when she was satisfied. She authorized the payment initially. She went through the entire Rv then sent payment. Now she is requesting the full amount back like we didnt spend 7 hours at her house on her Rv. We take pride in our work, we have customers since we opened in 2014. Sometimes you get a bad egg; I can usually spot them out right away. She really threw us for a loop

  on this one. With over 250 (5 star) reviews, Im not sure we would have made it this far; on performing services like she has stated. Our jobs was completed to all required tasks, and to her satisfaction. To come back at us a month a a half later doesnt add up. We get that times are tough for everyone, but she clearly knows how to speak up when something is wrong. But after checking off on the job as completed; thats an issue that she has to address with herself. We take pride and respect all our customers, but we will not stand for someone trying to get a handout. 

  Customer response

  07/11/2024

   
  Complaint: 21947032
  
  I am rejecting this response because:

  ****************************** memory appears to be a bit faulty.  My awning is only a year old.  In fact, I told him last year that I had recently replaced it.  

  As shown in the texts I included in my complaint, he was dismayed at the quality of the work performed by his employees.  I'm also wondering why they didn't tell me about the supposed mold when they were at my home.  This is the first I've heard of it.  I'm also wondering why he set a date and time to return to rectify the problems, then didn't show up or respond to my texts and calls.

  I will admit that perhaps I should have been more thorough when I was originally checking their work.  That said, whether I discovered the problems immediately or shortly after they were here, does not negate the fact that their work was shoddy.

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

  

  Business response

  07/17/2024

  ****,

  My memory is faulty? Not sure thats appropriate when trying to ask for a refund. The mold is clearly pictured in the pictures you submitted. We specialize in gel kote and fiberglass finishing. Not vinyl restoring. Im just a bit confused on why my guys are saying you had a grocery list of things that needed to be done and fixed, in which they did for you. You clearly stated they were accommodating and we always make sure we are making A Lasting Impression. That is why we service 500+ boats and RVs a year.  What are you trying to achieve besides trying to make a bad name for our company? You need money? Please provide a detailed refund ledger, I never want an upset customer, but sometimes people cant be pleased. *****************, you never seemed to think our work was SHODDY(your words) in the past. Hence why we have been servicing your unit for the last few years. Submit the refund ledger, and I wish you luck with finding your next detail company. Especially a company that will do it in the comfort of your own driveway, because we know you told me all about the previous company before us that you used! 
  *************************

  Customer response

  07/17/2024

   
  Complaint: 21947032
  
  I am rejecting this response because:

  I am not sure what ************************** means by the term "refund ledger", but if he is asking what I am looking for in terms of a refund, the amount I requested in my text to him was $263.  That includes $50 for the awning plus $213 for the interior cleaning.

  I am still confused as to why ************************** expressed remorse at the quality of the work, offered to come and rectify the problems and even went as far as to set a date and time then did not show up.  Had he kept our appointment and addressed the issues I'd raised, I would not have filed this complaint nor would I have requested a refund.

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

  

  Business response

  07/28/2024

  ****, we will refund the awning cleaning money. We typically dont even offer that service, but you asked us to do the best we could. So we did. Its okay, that can be refunded 100%, because it shouldve have never been touched anyway. However to expect a full refund of your interior, Im not sure that is fair. If you would like to reanalyze and let us know what WE OWE YOU. We can get a check in the mail. Just keep in consideration that our fuel charge was never tacked on your service; as you were a repeat customer. I hope you can come to terms; and we will pay you what you believe is deserved for our sub Par work.

  Mike 

  Customer response

  08/02/2024

   
  Complaint: 21947032
  
  I am rejecting this response because:

  This offer is not satisfactory.    I believe that $263, the refund I requested, is more than fair.  I have asked only to be reimbursed for the amount I paid you.  I wasted a day waiting for you to show up as promised then had to take time I didn't have to  perform the work myself.   

  Your mention of a fuel surcharge is ludicrous.   One can't waive a non-existent fee.

  I have spent too much time and had too much aggravation dealing with this.    Please either send me a check for $263 or reimburse me via Zelle. 

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

  

  Business response

  08/19/2024

  My ******* went out to perform her service. She said the service from the year before was subpar, so he ensured this year everything was made right. A lot of mold issues. So after the service was completed, he had her triple check everything. She sent me a text saying the guys were accommodating and everything looked great. Sent payment. Then 3 hours later she decides to text me and say areas were missed. She wants half the service money back. Im sorry but we service hundreds of customers for the last 10 years, and we have a 91% return rate, including her. The service was done and then she wants money back. What is to say that if I return her money, that this situation will be quashed?
   
  ****

  Customer response

  08/20/2024

   
  Complaint: 21947032
  
  I am rejecting this response because:

  Each response brings a new excuse.  At this point, I feel that the BBB process will not yield results.  I am looking for a refund for work that ************************* agreed was subpar.  Had he shown up as promised, perhaps we could have come to a settlement.   

  My next step will be to post reviews on  social media.

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩