Paintwork Contamination Liquid Plastic

We do our best to make sure our customers are always happy, sometimes this does not work out.

The review:

2 days ago

Dishonest

Very Unhappy and out of pocket ! First they give you a quote that they ask you to pay in full straight away, Which is fine if they stick to their word but they don’t, they then start the job and try to triple the price which would end up being nearly £1600 which is ridiculous. So basically done nothing and kept my money for there time which was about an hour being generous and nothing solved ! Very dis honest sales people !

Our Response:

Thanks for your review.

We do take payment in advance of our services, this was communicated to you at the time of making the booking and you did make payment. There was also booking confirmation sent over to you.

We were told that there were small dots of roofing material called liquid plastic that had blown in the wind and transferred onto your customers vehicle. We have tackled large contracts doing the same work, so based on your description of “small dots” we provided a quotation to remove the contamination safely.

We started by carrying out a full shell wash as the vehicle was very dirty so we could properly see the extent of contamination. The vehicle was in poor condition, the paint was void of any protection, it was rough and covered in other contamination in addition to the “small dots”. The paintwork was uniformly covered light scratches. This had allowed the contamination you asked us to remove to bond very well to the paintwork.

Unfortunately, our technicians found that the “small dots” of liquid plastic were in fact large splodges covering the entire vehicle. We tested two panels giving us a clear understanding of the best method to remove the contamination and then polish up to rectify any marring caused with the subsequent removal.

The booking confirmation sent to all customers highlights the following:

“We have assessed the condition of your vehicle based upon information you have provided to us via phone or email. Although we aim to provide the most accurate valet prescription for your vehicle(s) based upon our experience, unfortunately without physically seeing the vehicle sometimes we get it wrong.”

Sometimes work needs to be adjusted due to issues we uncover whilst we work to complete works safely without causing damage.

“This may result in the initial valet needing to be adjusted (with your agreement this will also result in additional and proportional charge for extra time required).”

You were not physically present with the car on the day, so communication with you was by phone.

You were informed by our technicians and made aware of the situation as soon as they had ascertained the work required to remove the contamination.

Our technicians sent information to us via WhatsApp and over the phone. We phoned, informing you the contract needed to be adjusted.

You were not happy about the situation or the price to do the work properly.

This was not an ideal situation for you, we were aware of this with your tone of voice and the language you used with me on the phone. You asked us to leave the car alone and that you would find someone else.

At that point in time within the original 8 hours of the contract we had already utilised 5 hours labour.

We phoned you back and offered a fair and proportional refund of 50% as a gesture of goodwill.

Later that day we emailed you offering a 20% discount to complete the rest of the job as a further gesture of goodwill because we knew how unhappy you were. We were understanding of this and felt you would need to do the right thing and look after your customer whose car you had damaged.

It is not our fault that this job needs more time, obviously no one works for free.

We have over 20 years’ experience, what we don’t know about contamination removal is possibly not worth knowing.

You told us that you are looking for an alternative company to look after your customer, but at a cheaper price. We are confident that whomever you turn to will be up against the same issue when it comes to removing the contamination and then removing the marring caused to the black paintwork.

If you do find an alternative company, there are two panels, (roughly one sixth of the paintwork) that do not need to be worked on because we have completed them successfully.

There may well be a quicker more cost-effective solution available that we have not yet discovered (that will remove the contamination without causing marring). If you find someone to resolve this within the same duration for the whole car please let us know about it and we will provide a full refund.

Please, if you are stuck and you still need to have this work completed just give us a call and we will look after your customers car for you.

If you take a look at what we are up against in these photographs, it’s clear to see. To understand the depth of expertise required for jobs like this, please visit our car paint contamination removal page for more examples of the work we carry out.