Jackson's Car Wash

Just had a hand wash and detail paint sealant at the Happy Valley location, Casey Manager. A shout out to Tony
who did the detail, bro you rock! The finish work turned heads of other employees and customers while driving away.
The glass like shine on “black metallic” is not easy to achieve and attention to every detail was preformed with
excellence!

I have used Jackson’s (and Danny’s) for years but I am losing patience with the high-pressure push for upgrades and add-one. Recently I agreed to a hand wax for $100 more than the wash. It was terrible. I believe no one touched the car after the wash as there was still dirt and soil in the rear and front numbers and road oil on the fenders. The manager had two employees correct the problem and took them a half hour - and still no evidence it was handwaxed. After that when I come to get The Works I am asked to take the VIP. When I decline the attendant wants to know why I won’t take the upgrade. After refusing, again, he persists. This happens all the time. Today I told him I don’t need to tell him why I don’t want the upgrade but since he keeps asking I told him about the lousy upgrade I did take and won’t do any more. He then got defensive and said by not taking the I am depriving him of more money - and I don’t need to get upset because he won’t take ‘no’ for an answer. Come on! This nonsense needs to stop or I am going elsewhere with both our cars.

I have been waiting for a call back from Roy at Happy Valley. I am starting to lose my patience. I had a detail and they broke three out of four levers that move the a/c vents.

Mr. [redacted]
We are sorry to hear about the poor experience you had recently at our Happy Valley location. When a customer is not pleased with the work performed, we are more than happy to redo any of the services included. We ask that customers have realistic expectations of what a vehicle...

is going to look like post service based on the condition and age of the car. Our Operations Manager did offer to personally meet you at the facility to assess the work performed. Without seeing the vehicle, it is difficult to make an accurate assessment of what occurred or the condition of the vehicle post service. We want to have the ability to come up with a reasonable resolution to your concerns. That offer still stands and we are more than willing to redo any of the items you were dissatisfied with. Once again we are sorry you had a poor experience and hope you will give us an opportunity to correct any issues. 
Thank You

Mr. [redacted]
We are sorry to hear about the poor experience you had at one of our locations. In order to look further in to your matter, please provide me with the following information:
 
Make, Model, Color and Year of the vehicles you had serviced
License Plates of...

vehiclesReceipts and Paperwork associated with your services
 
Looking forward to working with you on resolving this matter. 
 
Thank You

We were able to reach an amicable resolution with the customer.

Mr. [redacted]We are sorry to hear about the poor experience you had at one of our locations. In order to look further in to your matter, please provide me with the following information: Make, Model, Color and Year of the vehicles you had servicedLicense Plates of vehiclesReceipts and Paperwork...

associated with your services Looking forward to working with you on resolving this matter.  Thank You

We have settled the matter with the customer by refunding the cost of the wash.

It was unfortunate about the keys, we apologize, and we want to make it right. However, there was hours of work completed on your vehicle.  Services paid were rendered. What was acknowledged was that service was not performed to your expectations, and that we would gladly take care of any areas of concern to your complete satisfaction. While we may not be perfect, as no one really is, we do aifor customer satisfaction.  We have a VERY competent and highly skilled detail department that processes tens of thousands of detail services annually without issue. We are not perfect though, and situations can arise, and when they do we do our best to correct the mistake and make things right by the customer. In this case, the offer for the additional Jacksons gift card, and the redo of any concern areas on the ** is still a very fair resolution.

being that they acknowledge the damage was made under their care, they should pay me the out of pocket estimate to replace a windshield for my type of vehicle.

Mr. [redacted]We are sorry to hear about the poor experience you had recently at our Happy Valley location. When a customer is not pleased with the work performed, we are more than happy to redo any of the services included. We ask that customers have realistic expectations of what a vehicle is going...

to look like post service based on the condition and age of the car. Our Operations Manager did offer to personally meet you at the facility to assess the work performed. Without seeing the vehicle, it is difficult to make an accurate assessment of what occurred or the condition of the vehicle post service. We want to have the ability to come up with a reasonable resolution to your concerns. That offer still stands and we are more than willing to redo any of the items you were dissatisfied with. Once again we are sorry you had a poor experience and hope you will give us an opportunity to correct any issues. Thank You

The deplorable restrooms match their poor business practices. They quoted one price for a detailing service and then charged a price twice the original quote. The car wash then broke part of a rock deflector on the hood of the vehicle and refused any compensation because they don't cover after market products. I feel really ripped off.

We have left messages for Ms. [redacted] but have been unable to connect.  In response to the accusations in the complaint: 1. All detail sales are written on professional carbon copied detail invoices. These invoices clearly indicate the services paid and price agreed upon. A...

customer signature is acquired and a copy of the detail invoice is given to the customer.  2. Detail services are serviced on a first come first served basis. However, if a customer wanted to bring the vehicle in on a certain day, we can prepay the services and schedule an appointment.  3. We do our best to accommodate our customers schedules. We have open availability for prepaid appointments daily, certainly not months out.  4. We have video surveillance to prove services are complete.  5. Our policy is simple, if we have made a mistake, we'll fix it, do our best to make things right, and retain a customer. If a service was not completed up to expectations, we will gladly correct it. 6. Receipts are readily available.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I, [redacted], reject the Business Response to Revdex.com Complaint # [redacted] and the attached Powerpoint will clearly show why.  After viewing the Powerpoint, Is there any doubt that I deserve a full refund?Jackson’s only resolution is to offer additional services in order to avoid giving a refund.  They have already had my car for over 24 hours and you have seen the quality of their work.  I do not want to spend any more of my time on Jackson’s Carwash.  They have earned neither my business nor my loyalty.  The only service I expect from them is to receive a full refund.Sincerely, [redacted]   Email:   [redacted]@cox.net      Phoenix Office: ###-###-####         Cell: ###-###-####             Fax: ###-###-####

Given the incompetence displayed during the entire experience I can not trust your company or employees with my vehicle any longer or waste my time with another poor quality detail.  While everyone keeps telling me that the services have been completed and that my money cannot be refunded, every employee and company representative has acknowledged what work was not completed can be brought back to finish the work.  The point here is that it should be done right the first time, the work should be inspected by managers, not for me to find these huge mistakes, and be without my car for another entire day.  I again am asking for a refund in full to be given to me due to this experience being so poor on so many levels which I will reiterate below.1. Wax not being properly rubbed off on multiple panels of the car2. Completely disregarding washing, drying, polishing, waxing my roof3. Employee leaving with my car key overnight4. Management allowing these issues to happen in one customer experience, and unable to give clear answers to how this would happen under their supervision

We are aware of the situation that occurred and acknowledge a mistake was made by an employee. The employee that last moved the vehicle had the customers key still in their possession when they left for class that afternoon. As they were in class when they realized the mistake, we were unable to...

retrieve the key before the close of business. The employee brought the key back in the next morning at opening. Our investigation found that this was a simple mistake, and not an act performed maliciously. To document the incident and ensure it does not happen again, we have conducted reprimands for the employees involved, including the supervisor in charge of that department.In regards to the service not being completed to expectations, we will always redo any areas of concern to the customers complete satisfaction. While we cannot refund for services that were complete, we do value the business and want to find a positive resolution. As initially offered, we would like to redo any areas of concern that the customer has on their vehicle. Additionally, for the list time and frustration caused, we would like to offer the value of the services onto a Jacksons gift card so the customer can return again with another vehicle or at another time for additional services on the [redacted]

I have tried several times to reach Matthew from Jacksons car wash. He originally left me a message June 12th at 3:04 pm. Very clever not leaving extension numbers or any further contact info then first name and a phone number to a general number. I am also unable to leave a voicemail. I also do not know Matthews last name since he did not leave it. I have proof of purchase showing when I purchased the detailed car wash and phobe records showing that I called several times to make appointments and having to wait months. I would like if the business provided their suggested video surveillance of my car being cleaned since they are not willing to refund my money. I would like to compare my purchased car wash detail list to what was actually preformed in my car. Also this will show the time it took them.

The crack was identified by Ms. [redacted] and our trained and certified auto glass general manager to be a stress crack. This was unpreventable and simply not a liability of the Car Wash. If Ms. [redacted] hasn't already, she needs to contact the repair facility that installed her windshield just a couple months ago to have them replace the windshield under warranty.   References were given in the last correspondence, but I will highlight once again as there was nothing Jacksons Car Wash did to cause the damage to Ms. [redacted]s vehicle: "If there is no point of impact, it’s a stress crack. Though mysterious, windshield stress cracks usually have an underlying cause. Below are a few of the more common causes of stress cracks in car windshields:Temperature changes – One of the most common causes of stress cracks is due to extreme changes in temperature. For example, if it’s an extremely hot day, washing the car with cold water could trigger a stress crack. The same is true of using hot water to melt an icy windshield. Pressure changes – Pressure changes, including wind pressure, can also cause stress cracks. For example, explosions send out shockwaves which rapidly change the atmospheric pressure in a large radius from the blast zone. Cars located many miles away from the explosion can have blown out windows or cracked windshields. Structural weakness / defects – Windshields play a vital role in the car’s safety systems. One of those roles is to support the roof in the case of a rollover accident. Another is to deflect passenger side airbags upon deployment. As such, windshields are installed with a strong adhesive. Uneven pressure can cause stress cracks. Manufacturing defects can also contribute. For example, when glass is annealed (heated and then cooled) during the manufacturing process, “residual stresses” are often found along the perimeter of the windshield. As a result, the edges of the windshield are also the weakest and most prone to fractures."

As per our written policy and agreed upon by the customer when entering into a service agreement with Jacksons, there are no refunds issued on completed services. However, we do aim to please, and if there is still some part of her service she is not completely satisfied with, we will gladly redo that part of the service to her complete satisfaction. This can be done at any of our 10 valley wide locations and we are open 7 days per week.