Don’t use! The care and attention don’t matter to these monkeys!
Absolutely the worse customer care!
Only stevie wonder would have been happy with there paint Job!
Avoid Avoid Avoid!!!
Reply from The Best of St Neots: Uploaded response from business owner. (Ace Finish Repair Centre)
Well this was not unexpected and the lack of respect towards my company has remained consistent throughout the whole unpleasant experience and this childish outburst about sums up this customer. (Please keep in mind from the get go Mr Cave drives an Older Phantom Rolls Royce.)
Luckily for myself and my team, negative reviews are very rare. I am pleased at “the Best of” in how they handle such reviews by allowing business owners to put across their side of the story.
Mr Cave first called Ace Finish for an estimate over the phone. It was a straight- forward conversation where we ask the few key questions to give a verbal estimate. Mr Cave was happy with the estimate and proceeded to book in the car.
Mr Cave was booked in and on dropping off the car stated that he didn’t want a standard “off the shelf finish” he wanted a custom finish specific to his car. We told him this was possible, not a problem, but we would need to look into the colour he chose as to see if we could mix this colour or order it in especially. Within the hour we had found the colour formula on our car Bodyshop mixing scheme and on calling Mr Cave this is where the first problem started.
When customers want an “off the shelf colour” we buy this paint in bulk and it cost us less. This helps us keep are prices competitive. When customers want something different, we have the facility to mix almost any colour you can imagine, for this we have our car Bodyshop paint which is slightly more expensive. For this we charge £10 per wheel difference. Mr Caves estimate went from £360 to £400 plus VAT please remember this is a Rolls Royce.
Well Mr Cave very clearly expressed his disappointment and disgust that he hadn’t been told this when he dropped the car off. I did apologise several times and tried repeatedly to explain the difference in cost was due to the different paint scheme. Mr Cave even now with an understanding of the cost was not accepting the explanation.
It was during this heated conversation that I reminded Mr Cave that we were going to be fitting some intricate chrome inserts to his wheels FREE OF CHARGE. Again, on dropping off the car after asking for a custom finish he also produced some chrome inserts which he asked us to fit (not mentioned for the phone estimate). These inserts fit in a small recess in the alloy and are rare and specific to his wheels.
The conversation was going back and forth with no mutual agreement and I terminated the conversation by giving Mr Cave an ultimatum either accept our price structure or come and collect his car. He decided to accept the new quote and we got to work.
Within the hour of agreeing the work, I had a good customer who had recommended Ace Finish to Mr Cave on the phone. The phone conversation was based around how unhappy Mr Cave still was and I politely repeated everything again. It was also mentioned several times how wealthy Mr Cave is and how many cars he has and how I should think about future work.
The refurbishment went very smoothly and the wheels themselves came out perfect, a point Mr Cave has glossed over. It was now, when we came to fit the unique chrome inserts, we realised the channels themselves where they would sit flush, should have been individually hand sanded, at the primer stage and test fitted prior to painting and lacquering. This is something we have never come across.
As the business owner I needed to make a judgment call to re-strip the alloys and call Mr Cave to talk about the extra work required to get his wheels as good as possible. Restriping the alloys for me would not have been an issue, however after the very heated conversation about cost I made the call to make the best of what had been done.
At no extra cost we very gently sanded the small grooves prior to bonding the chrome strips in, this took approx. 4 hours on a Saturday morning. Of the 24 chrome stripes all but three looked good. The three that didn’t sit perfectly flush did not stand out and if you didn’t know the wheels had been refurbished you would not have noticed. Once back on the car the wheels looked great. On collection Mr Cave was literally on his knees rubbing every wheel and every spoke. It was now I had the daunting conversation about the issue we had had. I also explained to him I made a judgment call based on his attitude in the first instance. As you can imagine having a frank and honest conversation with a self confessed millionaire didn’t go well.
He was so unhappy with the chrome inserts that my passing shot to him was “ look, I’m in the business of making customers happy not to just make money, if you are as unhappy as you are acting, get the alloys redone somewhere else, produce the receipt and I will give you a full refund!” to which his ears pricked up and he very happily said “ you cant be fairer then that”.
Again, within the hour another phone call from his friend expressing how unhappy Mr Cave was, to with which I explained the whole situation again and he agreed with the type to person Mr Cave was and it was a bad situation to find myself in.
The morning after I receive a text from Mr Cave simply with his bank details demanding a refund. I again made a judgment call that I don’t need the money this badly or a person like Mr Cave in my life and a full refund was given. Later that day I get another phone call from his friend asking how we stuck the chrome inserts in as Mr Cave had asked him to try and remove the ones, he was not happy with and re bond them! Several conversations later I told all parties involved we had given a refund and washed our hands of the whole job! Now came the threats off bad reviews, legal action etc.
Two to three weeks have now gone by and this questionable review lands on my desk. I would like my existing and future customers to have both sides and facts as to what actually happened. I will not be bullied by any customer. For every unhappy customer I literally have 1000 happy ones. I think this childish and disrespectful so called review says more about Mr Cave, than is does about my business.
In June 2019, Terry W said:
Thank you Ace excellent job on my wheel excellent service all as usual from you guys definitely the best there is
Thanks again Regards Terry Wilson
In March 2019, Terry W said:
Thank you the team at Ace excellent service amazing job Thanks again Terry Wilson
In October 2018, Robert H said:
Recently used Ace to refurbish alloy wheels on my BMW. Existing finish removed,damage repaired,including a cracked rim,powder coated,tyres refitted ,new valves and balanced.Really great finish,good as new.Highly professional company,helpful ,efficient competitively priced and excellent communication.. Courtesy car available for a one off payment at very reasonable cost. Having also seen the quality of respraying to bodywork undertaken during my visit,would recommended this company for any/all wheel or bodywork repairs.
In March 2018, Terry W said:
Just had my wheels refurbished by Ace excellent service excellent staff superb job
Thank you Alan and staff I couldn’t be more pleased
In December 2015, Caroline L said:
I have been using ACE Finish on a personal and professional level over many years. I am sadly a constant return customer and have never been disappointed with the quality of the work done. They are a friendly, professional and highly competent team. Budget prices for work that is highly skillful. I would definitely recommend Alan and his team to anyone.
In December 2015, Ruth H said:
Me, my husband, family and friends have used Ace Finish over the years and have always receive excellent customer service and the repairs are flawless. I am always happy to recommend them to anyone and have done so many times.
In December 2015, Richard W said:
As a supplier of paint & refinish consumables I would like to take the opportunity to recommend their excellent services to the trade & general public. It is nice to see the company expanding at such a fast pace whilst still giving their clients such a good reliable service. Not only are they painting cars to such a high standard they are now giving a complete alloy wheel service including powder coating.
All the best to them as they continue to grow we are proud to be a part of this.