Maren H.

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.