UPDATE: I want to share how this was resolved, because I think it says a lot about the business…read more
We originally brought our car in to have vomit cleaned out and paid for the top detail package, but the smell remained afterward, and my first attempt to get it resolved in person didn't go well.
After I posted my review, the owner, John, reached out to me directly by phone. He was apologetic and explained that he took over the business only about a month and a half ago. He held a staff meeting to address what happened which was a miscommunication on what they could over versus what we expected. He also offered us a full refund without any hesitation.
As a business owner myself, I know how much it means to take ownership when something goes wrong. I appreciate him listening and making it right, and I'm glad to see the business is in hands that care about its customers.
Let me start by saying that it brings me no satisfaction to leave a bad review, especially as a business owner myself.
We came in to get vomit cleaned out of our car. We were charged $150 right out of the gate for the biohazard fee (all of the vomit was removed, but I understand a blanket price). Then we were told that, compared to cleaning just the spot with the vomit, it would only be about $50 more to do the whole car. At that point, we decided to do the whole car in hopes that they would really get into it in case any vomit had spread.
We were told it would take four and a half hours to do the highest package they offer ($450), but it was done in about two hours. At first that felt exciting, but in hindsight, it made me wonder how thorough the job was.
After a few days, the vomit smell in the car was not even remotely better, even though I kept the windows rolled down consistently as they told me to do, even while driving in cold weather!
I called the shop to explain the situation and was told I would be able to speak to a manager. When I arrived, the front desk employee just told me the best they could do was rewash the seats and that they had no way of getting the vomit smell out.
If that's the case, I have no idea why they acted like they could do it and upcharged us. It feels dishonest, like they're taking advantage of people. I would have had far more respect for them if they had simply said they couldn't remove the smell.
We are super loyal to establishments that we think do a good job. It was so frustrating to go in with good intentions, kindness, and politeness, and to even come back in person to get it sorted out, optimistic that a good establishment would want to do right by its customers, only to not even be given the time of day by the manager. I went back on a Tuesday afternoon, when it was not busy, specifically so that I would not inconvenience them during a busy weekend.
Lastly, when they detail your car, they put all of your belongings in a plastic bag, and when we got home, there were random items from other people's cars in our bag. Mixing up customers' belongings is careless, and it's also a privacy concern.