Experience Matters

I had the most horrible experience about 5 weeks ago. I am not someone who typically writes reviews regardless of bad or good service. I am a salon owner here in town and believes an owner or company may redeem themselves in order to not receive backlash. Not in this case. This topped every awful experience I’ve ever had at any business. About 5 weeks ago, I took my car in at 9am like the guy on the phone strictly prompted me to be there by. They said within 3 – 4 hours they would call when my vehicle was finished and would probably be done in 3. So being at the mercy of my friend, we stayed on the west side of town trying to kill time within that time frame. 5 hours soon passed and they still didn’t call. So we gave it half an hour longer and tried to call. No answer, so we headed over there to see if it was finished and maybe they lost my number or something. Upon arrival, the guy at the front told me my car would be finished in 10 minutes or so. When the detailer brought by car out shortly after, he asked how it looked and I said, «Seems fine. Is it normal that you guys don’t give courtesy calls when rubbing late on details?» He brashly responded, «Look lady I just work here. Take that up with the guys in front, I don’t deal with that stuff.» I was floored by his response and especially not even backing his company saying sorry he didn’t realize that happened and he would help me locate someone to speak with or anything. So I went inside and asked this young man what took so long and if it’s normal to run that late on a detail without a simple courtesy call. All he said was «sorry.». Didn’t even offer to talk to his manager and get my number. Nothing. Didn’t show any heartfelt sympathy and just asked for how I was paying. I couldn’t believe it. As I was getting home, I realized someone else’s belongings were in my vehicle. Crumbs still all over my floor, some of my seats weren’t shampooed, and I was missing a Tinseltown plastic popcorn bucket, $ 35 – 50 worth of change, and an expensive lipstick. So naturally, I called the place to let them know about this other persons belongings and my missing belongings, not to mention the crappy quality of the detail. The manager got on the phone and I explained to him the situation. I suggested that he may want to call the people who had gotten a detail that day to see if they were missing a bag with a book and some clothes. He sounded disinterested in this and asked how much my items were valued at. Didn’t seem to care about the other customers stuff. I didn’t have exact prices and he said that’s fine just ball park the prices. So I said $ 15 – 20 for the popcorn bucket, $ 21 for the lipstick and $ 35 – 50 worth of change. All he said was sorry and he wanted to get with the detailer to get his side of the story to see if his and mine match up. He also said he’d call me when he knew what he could do for me. I was baffled and just said «okay, thanks.» He called the next day and said the detailer had no recollection of those things but asked if I was missing a yellow and black bag? I said no… (Shows me they must misplace people’s belongings often). He then told me he didn’t know what to do about the situation and that he might be able to offer me a free detail. As a manager, you should have a plan of attack and not sound like you’re uncertain of how to do your job. So I asked him to speak with the owner and to have him/​her call me asap. He said he would by the end of the week. Needless to say, a week goes by and still no calls from anyone. I then decided to give this another shot and call. This time a different «manager» gets on the phone and rudely asks what my issue was. I told him a different manager knew my situation and wanted the status of what was going on. He then very unprofessionally told me they fired the other guy cause he was an idiot. Unnecessary information. Then told me all he could offer was a buff and wax and didn’t know about stolen items. Told me my story was different then what was written down. Said the owner would call me the next morning. Two weeks later nothing from the owner. Can’t believe the disrespect and callous attitudes of these people. I just want my money back and some for my stolen items, crappy detail, and terrible service.

I brought my filthy truck here for a complete detail package today and they did an amazing job! My 2002 vehicle looks brand new! I have never seen it look so good. I will be bringing my other vehicles here for services and most likely be back for headlight restoration on my truck. The team was friendly, professional and helpful. For a small extra charge, they even cleaned my engine and since my power steering pump had exploded a couple months prior, I was extremely happy to get that mess cleaned up. As a former smoker, I wanted my vehicle to smell smoke free and these guys threw in the treatment for me complimentary. Happy with the job, Thanks to all at Experience Matters, I will tell all my friends and family as well as bring my truck and other vehicles back whenever they need a cleaning. Great Work!

I got the Groupon deal for a total detail from Experience Matters. A child had recently puked in my back seat, and I wasn’t able to clean it completely myself. I got my car back looking like it was new. They did an excellent job, and I’m thrilled with how clean my car is, and how nice it smells. Other people have commented that their carpets and seats were too wet, but mine were perfectly done. Stains gone, and customer happy. Taking our other car there Monday!

I got a full detail on my Chevy Tahoe. It looks great inside and out! I’ll go back next time.

I found this shop through the Groupon deal for a interior detail and wax. It was not worth it! My car was pretty clean bringing it in, but my Groupon was about to expire so I figured I better use it. They missed all the little cracks when cleaning (which is the main reason I take my car to get detailed). when I picked up my car, my carpets were SOAKING wet! They had placed the mats on my backseat and by the time I got home I had a lager muddy puddle in my backseat. I did my best to get the extra water off the mats, but they ended up taking forever to dry and leaving a unpleasant smell in my car. The job they did cleaning my car was nothing more then I could have done at home in 30 minutes. Listen to the reviews and take your business elsewhere.

Experience does matter and I did not have a good experience at Experience Matters. I purchased the Complete Auto Detail deal on Amazon Local. I scheduled an appointment a week in advance and I got a courtesy call the morning of my appointment, which was nice. However, they failed to tell me they moved locations and the address on everything (including their own website) was incorrect. After a couple phone calls and some confusing directions I finally got to the right place. I was met by the person who detailed my car. He was nice, but confused on what packaged deal I bought. He kept saying it would be extra for leather conditioning, buff, etc. all of which was already included in the deal. After sorting it out he asked me if I wanted to wait in the wait room and I told them I had a ride. He said it would take a couple hours. A couple hours later I got a call thinking my car was ready, instead it was the manager trying to up-​sell me on the headlights and car engine cleaning. I politely no thanked him and asked when my car would be ready. «No later than 4pm» he said (which was two more hours). My ride dropped me off shortly after 4pm only to see my car just pulling into the garage to get cleaned (4 hrs later!). The manager told me it would be about 40 minutes (no apology, kinda rude). About 40 minutes later my car pulls out of the garage. The man who detailed it walked me around my car to see if it was satisfactory. Looked alright to me so I tipped him and I was finally on my way! When I got home I was able to take a better look at my car, and noticed my silver Subaru AWD emblem missing from my console. No!!! I quickly called and got the manager and he said they were closing but would check the vacuums and give me a call on Monday morning (yeah right)… Monday comes around and of course no call. It took me several phone call attempts to get the manager on the phone in which he replied «You didn’t get my phone call this morning? Had my guys look through every vacuum bag and we couldn’t find it.» Still no apology… No they didn’t.
I am not a difficult customer and always tip well, especially in the service industry because I can relate. I never expected first class treatment for an Amazon Local deal, I understand not being priority or trying to upsell me. But after losing a piece of my actual car is when I drew the line! Sorry experience matters. The actual detail job was acceptable but not great. Carpets were really wet, some spots missed. Wax and buff was about as good as a drive thru car wash. The job was obviously rushed and my car was there all day.

I found this place when I was looking on Groupon. I bought the package that included the inside detailing of the car, buffing, and a handwax. I have to say the service was very friendly but I will not be returning to this place. The cleaner they used to clean my windows left a residue, and also the wax was not all taken off on one side of my car. Another thing was that my seats were still very very damp and my carpet still had some crumbs on it. The floormats were cleaned but the actual carpet in the car was still a bit dirty. This is not my first time going out to have it detailed, I have had wonderful experiences with other car detailing shops but this place did not live up to expectations.

I bought a groupon deal for a hand wax from Experience Matters. my experiences with Groupon deals put me in the frame of mind of not expecting much. However, I made an appointment to take my «baby» an expensive, luxury car to Experience Matters on a Saturday. After a couple of «bumps» — I wanted to change my appointment that morning and they said there would be a fee to do so (in their defense I understand if time has been set aside on a busy Saturday and I ask to change the appointment an hour before that they should have some recourse) so I decided to bring it in anyway and avoid the fee. The address on the Groupon was an old address so I drove out of my way a bit to get to my appointment but there was a sign at the old address with the new address on it so I was soon on my way. Once there the young man, Ryan, who manages the place was very polite and courteous. I dropped my car (nervously because this was a new place) and ran some errands. Ryan called me about 40 minutes later to let me know my car was finished. I was very pleasantly surprised when I went to pick it up. Not only had he done the hand wax, but he had vacuumed and cleaned the inside, including the leather seats. The wheels were cleaned and he mentioned that he had spent extra time cleaning the tar off the wheels and tires. I was very pleased and will bring my «baby» back to Ryan without hesitation in the future.