I set up an appointment for Ned Stevens to clean my gutters like I have done many times before. They came on Tuesday, July 9th as scheduled and I pulled down my driveway as they were on the roof. My car was parked in front of my garage door, and they were using my garden hose which was up on the roof and extended in front of my car. I had to go inside on a Zoom call and when I was done, I came out to see if they were done. They were already gone, and the front of my car was wet and had severe scratches in the hood and front bumper. You could see where either they tried cleaning the debris off the hood or the garden hose, which they were flinging around scratched the hood and front bumper. It was extremely hot, and the water droplets were almost dry. My car has always been garage-kept since 2015 and I just had it washed 2 days before this, so the car was immaculate.

I immediately called Ned Stevens and got David on the phone and told him what happened to my car, and I asked him to send the two individuals back to my house immediately. He said to go out and take photos and send them to him which I did. I did not hear back from David, so I called the next day, and he said he received the photos and quality control would be in touch with me. He acknowledged the damage and apologized. David told me to go get an estimate to repair the damage which I did. I went to D&M Auto Body in Rockaway, and they sent me an estimate for $2,967.85 to repaint the hood and front bumper of my BMW 750IX. I confirmed with David that they received the estimate, and he stated that quality control would get back to me. I waited another day to hear back but no one called again. I called the office and spoke to Kathleen a manager. She advised she was aware of the issue and quality control was looking into this and that someone would contact me. I waited another day for a call, but once again, no one called so I called the office again on July 12th.

I spoke with Jason Martinelli who acknowledged the extensive damage and asked if I had a ring camera so they could determine who showed up to do the job. I have a blink camera at my door and also on the corner of my garage, so I was able to send those videos to him. After I sent the video’s I received an email from Anyssa Frazier asking if I could get on a call with her to go over the videos. I immediately replied yes, and I called the office. I waited on hold for her to come on and she said you have no video showing the men damaging your car so there is nothing they can do. I only wish I taped the phone call so that I could play the sound bite for you so you can hear the true definition of unprofessional. She stated that the men’s jobs were on the line and there is no way they did this. I told her no one would cause this kind of damage intentionally and mistakes can happen. She said the only thing she can do is give me back the $278.33 for the service. I immediately said, I am not looking for the $278.33 back, I want is my car fixed. She was very curt and unprofessional from a customer service standpoint but that is an entirely other issue.

I told her that I own a digital marketing company and that I do reputation management for many clients, and I know how important customer service is. I also told her that if I was looking for a discount or something for free, she had the wrong person. My car will be in the shop for 5-7 days for the repair, and I could have said I need a rental car which would have cost anywhere from $500-$700 for the week. I have other vehicles I can use, and I am not the type of person who takes advantage. I explained that I would take the necessary steps now to make sure that my story gets out there so other people know how unprofessional they handled this situation.