Onsite Detail — Local services in Midvale

This is my second time using Onsite detail.

I had Onsite Detail come out to do a full service interior and exterior detailing job. Scheduling was quick and painless and they provided a quote and stuck to it the day of service.

The detailer who showed up was polite when he showed up and was pretty quick at what he did. Before he started I let him know that there was a small seam line along the back window edge where the headliner was coming off, and that if he felt that it would damage the headliner to clean it, to leave it alone.

He had cleaned the headliner and while it was still wet it seemed fine, but, since I'm high risk, I had to give it a while before I could really inspect the work done.

When taking my daughter out to learn how to drive, after everything had the chance to dry, I noticed that there was a little more sagging before and noticed that the detailer hadn't bothered to clean the shifter in the car.. I figured that it wouldn't get worse and that it wasn't worth dealing with. However, after a couple of weeks, it is apparent that whatever they did destroyed the adhesive on the headliner. I had emailed them and was told that they would be letting management and the detailer know.. I haven't heard back since then and the headliner in my car is still destroyed.

Can't say that I'll ever trust them with my car again and if I don't get a response soon, may have to submit a BBB claim.

Edit: I've been trying to see what, if anything they will do about this situation but, it has been about two weeks now and I'm no further into finding a resolution. I provided photos, among other information and was told it was sent to the owner.. Crickets now.

I cannot wait for them to do the right thing, the sagging of the headliner caused by the detailing is a distraction, and if it weren't for the clips, we would have fabric on our heads while driving. I'll be taking it in to a vehicle upholstery company this week to be repaired to the tune of $400.

I paid $280 for the detailing, $20.00 tip to the detailer, adding to that the $400 repair of the headliner they destroyed, I'm in to this detail $700. Can't say that this detailing job is anywhere near worth that amount.

The detailer was a nice guy, and he did a decent job everywhere else, save for the headliner and missed sections on the shifter, but, I can't say that I'll ever trust them to detail my car again. Night and day difference from the first time I had my car detailed to this time.

If you use them, make sure you babysit the detailer to ensure they don't do what they shouldn't or do what they should.

Edit:

Took my car in and had it fixed by the Upholstery company, sent the receipt to Onsite Detail. I haven't heard back from them at all after I was told they'd be sending this to the owner to figure it out..

Zero accountability for repairing damage due to negligence and not listening to the customer.

I wouldn't trust them with my car again.

Edit:

After several weeks of back and forth, I finally heard back from the owner. Unfortunately, there was some miscommunication between staff that caused a delay in resolving the issue.

The owner did make good on chasing down his insurance to get them to cover the damage done to my headliner and the repairs and has kept me updated. Here's to hoping it is resolved...

Very disappointed in the management, and lack of communication specifically from the owner, Chris.

The full story is below, but basically, our car was damaged during our detail, we were asked to take it in for a repair estimate, Onsite went back and forth about payment, and much of the communication was passed through a secretary. We were without our car for a month, when we asked to speak to management before paying our bill, management never contacted us and our payment method was charged without authorization or being informed.

On June 17th our car was damaged during the detail. We went to pick up our car and realized the driver's seat was stuck fully reclined. We were told by the secretary that management wanted us to take the car to get an estimate and let them know. I also emailed the manager, Patrick. Patrick did email back, one time, and apologized, also stating the owner wanted an estimate.

We took it to Ken Garff West Valley on June 18th, with the driver's seat stuck fully reclined. I was called about 2 days later by Ken Garff saying it appeared the seat was leaned too far back breaking the frame, a $1500 repair. It was estimated to take 3-4 days to order parts and repair. It took dozens of calls from myself, my husband and Jimmy at Ken Garff to get a response regarding how to proceed from Onsite. When we called my husband and I only talked to the secretary (who was very kind and tried her best) in the office. We had messages relayed to us (they were going through insurance, they were waiting on a response, etc.) but were never called directly by management

Jimmy at Ken Garff was finally able to get Chris to agree to pay via credit card for the repair. On July 17th the repair bill was paid via credit card after multiple calls from us and Ken Garff. When we picked it up it had a muddy exterior.

My husband called Onsite telling them we still had the remainder of our bill to pay. He said he wanted to make sure that was taken care of, and asked if they could wash the exterior of the car since it was taken directly to the repair shop after being detailed. We were told that management wanted to charge for the exterior wash since it wasn't their fault, but the fault of Ken Garff. They sent us an invoice for the remaining balance. My husband agreed to pay, but wanted to speak to management before doing so. We were promised they would call. We were not called and Onsite billed the payment method on the account without our consent or knowledge (giftcards we bought ourselves and due to a promotion). When we found this out on our own, we again called Onsite. We again talked to the secretary, who again had to relay the messages from Chris. We were told he is in the office and will call us later today, still waiting on that call...

Update 8/2022: Chris called and left a message stating he didn't really understand what the issue was. We tried calling back and were still not able to get ahold of him. They made ANOTHER UNAUTHORIZED CHARGE for $60 to the credit card we used to purchase the gift cards. We don't know what this is for or why they charged us. Chris is again not in the office and the receptionist said that needs to be l"ooked into further".

9/22 ended up canceling our...

Long review, but I wanted to be thorough with my description. Two days ago I used the mobile service by Onsite Detail for an interior detail. They were very professional with their communication about the time they’d be there. They let me know they were running late and kept me updated. Although, I have not yet received my receipt which was supposed to be emailed to me so I could verify the numbers were done correctly.

I added before and after pics because I like to see them myself. In fact, this review is a lot better since I took before pics and was able to compare the two to see how horribly dirty my van actually was. I was impressed with the front and middle parts of my van. Car seat areas were nice and clean. My little boys claimed a stain near where they sit was clay smashed into the carpet. The detailer was able to get it out.

I knocked off one star because there were little missed things that I went and wiped down afterwards because it was obviously still dirty (I am eight months pregnant and it is very hard for me to bend over right now, which is why I paid for the service in the first place.) I’m not sure what they are called, but the hard parts under the middle seats were missed, the front window was obviously partially washed, other little things here and there that I went and cleaned up myself, and I also went and re-scrubbed the cargo area because it was still hard and sticky from a syrup spill. It almost seemed that the detailer was able to pull the dirt up, but not quite all the way out. The towels I used to soak up what I scrubbed after the detailer left were really dirty. In my pics of the cargo area, you can see the before, the after from the detailer, and the after when I was done scrubbing.

As a mom with five little kids that has never professionally detailed my van, I feel like it was worth paying the price to get my van cleaned by the professionals. I will definitely consider these guys next time I need my car...