Had a few conversations with these guys about valeting my van. They were extremely unhelpful. Very poor communication
Dear Jules, Thank you for your feedback. At Imperial Detailing, we strive to provide every customer with clear communication and a high standard of service. We’d like to provide some context to clarify the situation. When you initially contacted us by phone, you mentioned you were looking for a “clean” for your van but didn’t have a clear idea of the exact services required. As we offer a wide range of options, I asked if you had reviewed our services to see which might meet your needs. Your response was abrupt: “It said give us a call, so I have!” Despite this, I remained professional and began asking questions to understand your requirements, such as whether you needed shampooing for seats or carpets. After discussing your needs, we determined that our “Extensive Valet” package might be a good option. You then informed me that your van had been converted into a motorhome, with added carpets, cupboards, and other modifications. I explained that because of the size, modifications, and unknown condition of the vehicle, we would need to see it in person to provide an accurate quote. Your response was: “I haven’t got time for this; I’ll just use the valeter over the road from me.” A few days later, you arrived at our unit to discuss the service further. My colleague, who was aware of the phone call, greeted you warmly and professionally. He inspected the vehicle and found that significant work would be required to bring the interior up to a high standard due to the vehicle’s condition, size, and extensive modifications. He provided a fair quote based on our standard full-day rate, which reflected the time and effort needed for the job. When I returned to the conversation, you expressed frustration about the quote, stating to me: “He’s said it would cost a whole day rate,” in a manner that suggested the price was excessive. I explained that the rate was reasonable given the condition and complexity of the vehicle. You also asked multiple times whether the quote included a ceramic coating. Both my colleague and I clarified that the quote was strictly for interior cleaning and did not include any exterior services. You also mentioned during this conversation that you were dissatisfied with our phone call, claiming you were treated rudely. I calmly reminded you that I was the person you spoke to and reassured you that the call had been conducted professionally. You left stating you would “be in touch to book it in.” However, instead of hearing back from you, we were surprised to see this review, which we feel is undeserving and does not reflect the effort or professionalism we demonstrated. We take pride in offering honest, fair pricing and clear communication, especially for unique or complex vehicles like motorhomes. For situations like these, in-person inspections are crucial to ensure we can meet the customer’s needs and provide an accurate quote. If you’d like to discuss this further or have any remaining concerns, we would be more than happy to speak with you directly. Kind regards, The Imperial Detailing Team
