Quick Quack Car Wash - Rancho Cordova

I am rejecting this response because:This incident happened August 1st, at around 2:30PM with my brand new [redacted] Prior to this wash their was not one mark, scratch or imperfection to my car As soon as my Mother and I got home from the car wash we noticed the damage to my vehicle At that point in time we immediately took video and pictures of the car I then reached out to the Quick Quack Car Wash via voicemail message and e-mail Still to this day I have never gotten one response or acknowledgment regarding what has happened to my vehicle I have e-mailed, called, left messages and even stopped in regarding this issue multiple times and not yet one response I find this very unprofessional for a Company to treat a customer this way I feel they are avoiding contact so I will hopefully drop this case and not pursue any legal matter.This whole situation could have been so simple if they were to be proactive with their customers and professionalism by responding and stepping up to the plate I appreciate the Revdex.com for finally getting me a response on 08/27/15, this was the first response I have gotten from the Company I submitted my complaint on August 4th, This whole situation could have been handled differently If someone from the Quick Quack Car Wash responded right away and was empathetic of the situation and offered to look at my vehicle and fix it this would not have to be prolonged and taken to multiple sources for helpI have had to reach out the Revdex.com, ***, News Stations, Social Media and have been in contact with [redacted] They instructed me to get estimates of my vehicle and then send a demand payment/repair letter by certified mail to the Quick Quack Car Wash and give them days to respond with payment or repair I sent that out August 15th, giving them until August 29th, to respond Still to this day I have not gotten any call, e-mail or response until today by the Revdex.com rejecting my claim.As stated in the response from the Business I supposedly told the manager their were no scratches on my vehicle: "hood, fenders, doors, and roof." This is not correct information at all In each and every e-mail I have sent to the Quick Quack which I have printed copies...states I have damage to my vehicle with scratches all over, stains to my chrome, scratches on my chrome and bumper As I even stated my vehicle is a Pearl color with layers of paint and sparkles Which makes the scratches harder to see in the sun light In the evening time and in the garage you can see them everywhere I have met with body shops along with the dealership who showed me how brushes would go and matched the damage to my vehicle to those I even have brush scratches on my temporary cardboard license plate in the back from the dealership The scratches go from one end of the bumper and chrome all the way to the other The Regional Manager even went as far as saying looks like I dragged something out of my trunk to get that I have not used my trunk at that point in time and the scratches are brush scratches from all the way to the left and all the way to the right and even under neath where the brush would hit on my cardboard temporary license plate I have before and after pictures and video that show the time stamps and all the evidence I need to prove my case.I met with the manager of the Rancho Cordova Quick Quack on August 3rd, and the Regional Manager on August 7th, I recorded my interactions with them Where I stated my vehicle had scratches along my car including the side window trim and chrome rear bumper, along with stains The Chrome is a lot more noticeable than the car paint, because the paint has the pearl and sparkle finish, but the marks are their The Regional Manager stated that I bought my brand new vehicle this way That the dealership puts something on my car to hide the scratches, stained and imperfection The first time I brought my vehicle here on July 25th, to purchase their best wash possible unlimited car wash No damage was done to my vehicle Something must have malfunctioned on August 1st, The Regional Manager stated that out of cars that were washed that day, I am the only one who came forward stating I have damage to my car.This has caused me unnecessary stress and a lot of time dealing with this Every time I look at my brand new vehicle I am reminded of what happened and what I continuously have to deal with Buying my first brand new car should be a great happy experience where I can show it off to family and friends Instead I have to explain why these marks all over my new vehicle.At the end of their response they said,"We are sorry she is upset, but we are confident we did cause the scratches." There you have it They are admitting to fault My videos, pictures and audio from them do not lie and speak for themselves I have sent them a packet of pages of documentation by certified mail including the demand for repair/payment on August 15th, and have not gotten any response or acknowledgement.I would like them to fix my vehicle to the condition it was prior to bringing my car into the car wash I could understand if this was a used vehicle with blemish on it it prior This vehicle was not even weeks old when this happened This car is garage kept and was in immaculate condition prior.The estimates I sent them are roughly around $2,taking them to court for that and the time and suffering will be added if this cannot get resolved I feel bad for all the other people that go through this with them Who get ignored, hung up on and neglected with their issue I have had multiple people reach out to me with similar issues and received the same type of treatment from the Quick Quack Car Wash.If you look into the Quick Quack Car Wash you will see several claims and issues with cars having damage to their vehicle after taking their car here One particular one that stands out was a man that had damage to his VW Beatle on his bumper same marks I have on mine back in This one was broadcast on the news The Quick Quack refuse to admit to fault and fix the vehicle until the gentleman reached out to [redacted] who then publicized this event At this point in time they stepped up and took care of his vehicleI am very disappointed that I was very diligent to ask questions before I brought my new car hereTo make sure their was no possible way for damage to happen to my brand new vehicle I was told no possible way Unfortunately, I believed them and took my vehicle here without doing my research prior The woman who sold me the membership stated if anything were to happen they would fix it very fast without problem, but ensured me nothing would happen.Depending on their response after this I will go ahead and close this complaint that way it can be published for others to read along with the news and will be pursuing legal matter if they again refuse to take ownership and fix the damages that their Rancho Cordova Quick Quack Car Wash has caused Hopefully after all of this information is posted publicly others will see the true colors that this Company has showed.Thank you, [redacted]

From ***:the car repairs are paid for and a check request got approved to cover the out of pocket expensesI'm in contact with the customer throughout the check processes

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me I didn't get a chance to notify that I was satisfied with the outcomeof the complaintI don't want it to read that I am dissatisfiedPlease make this change

I am rejecting this response because: this is the same response I previously received that is inaccurate, and still simply the company not taking responsibility for the damage they caused

We are sorry that we could not come to an agreement with Ms[redacted] The manager of the location met with her and reviewed her claim andnoticed scratch marks below the bumper of the trunkShe also indicated she hadscratch marks along her chrome moldingsThe manager asked if she hadscratches on the hood, fenders, doors , and roof and she replied no she did not.The reason for denial was her scratches were not consistent withthe wash pattern of the wash The manager explained to Ms [redacted] if thewash scratched the car, there would be scratch marks on the fender,doors, and rear bumper The first point of contact with ourequipment is the hood and fenders The equipment will then proceed alongdoors and wrap around the bumperThese scratches would also be horizontal andapproximately 1-inches long Ms [redacted] ’s scratches did not match any characteristics of ourwash scratching her car For that reason we denied her claim Weare sorry she is upset, but we are confident we did cause the scratches.Sincerely, Quick Quack Car Wash

There never has been nor ever will be any way for the car wash equipment to break a windshield without a major equipment malfunction, which did not happenI am sorry you feel like there was no pre-existing damage, but years of history and experience prove otherwise. Thanks,***

I am rejecting this response because:Please see attached I received the e mail calls from quick
quack on Friday the 11th, and yes my mail box was full my apologiesI quicy true to call back as ideas at work and was on hold times for over minutes both times After seeing the e mail, (in the 11th) I e mailed back as I am not comfortable giving my personal information one mail form as I have had identity theft in the past and do not trust itI even tried to call again at an was on hold for another minutes I have not received another call or email from *** or anyone else to get a refund or my account there cancelledMy mail box is now open as well. Thank you*** ***

I am rejecting this response because:As previously stated they continue to ignore me and the problem until the last day The Better Business gives them and then they respond to them Very unprofessional Company I am not accepting their response I would like this complaint closed as not approved and not satisfied by the customer I would like this case closed so it will finally be published online for other customers and future customers to see I will go ahead and persue legal matter Thank you Revdex.com for at least getting them to respond to me It only took them days the first time and days the second time

*** has received her refund ansd is closely monitoring her banking accountWe have a follow up call with her tomorrow to see if there are charges for October or notAs of right now, she appreciates that we are putting efforts into her case

we have been in contact with Mr*** and are resolving this issue

I am rejecting this response because: there are multiple things that the response states that never happenedThe manager there never offered ANY resolution, including the additional car washes they claim to have offeredHe never told me that if I called customer service I would just be routed back to him or the regional managerWhen I called the headquarters they told me they would have the regional manager call me back and never didThe manager on duty said they don't consider the pressure they use to be enough to cause the damage, however my windshield was damaged in their wash and had no previous damageThis company does not want to be held responsible for the damage they caused to my vehicle

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

We are denying *** ***’s claimWe have concluded that we did not cause the damage she is claimingWe understand from her position it seems we are being unfair and dishonest, but this is not the case We are sorry we could not come to an agreement

From [redacted]:the car repairs are paid for and a check request got approved to cover the out of pocket expenses. I'm in contact with the customer throughout the check processes.

I am rejecting this response because:This incident happened August 1st, 2015 at around 2:30PM with my brand new 2015 [redacted] 300.  Prior to this wash their was not one mark, scratch or imperfection to my car.  As soon as my Mother and I got home from the car wash we noticed the damage to my vehicle.  At that point in time we immediately took video and pictures of the car.  I then reached out to the Quick Quack Car Wash via voicemail message and e-mail.  Still to this day I have never gotten one response or acknowledgment regarding what has happened to my vehicle.  I have e-mailed, called, left messages and even stopped in regarding this issue multiple times and not yet one response.  I find this very unprofessional for a Company to treat a customer this way.  I feel they are avoiding contact so I will hopefully drop this case and not pursue any legal matter.This whole situation could have been so simple if they were to be proactive with their customers and professionalism by responding and stepping up to the plate.  I appreciate the Revdex.com for finally getting me a response on 08/27/15, this was the first response I have gotten from the Company.  I submitted my complaint on August 4th, 2015.  This whole situation could have been handled differently.  If someone from the Quick Quack Car Wash responded right away and was empathetic of the situation and offered to look at my vehicle and fix it this would not have to be prolonged and taken to multiple sources for help. I have had to reach out the Revdex.com, [redacted], News Stations, Social Media and have been in contact with [redacted].  They instructed me to get 3 estimates of my vehicle and then send a demand payment/repair letter by certified mail to the Quick Quack Car Wash and give them 14 days to respond with payment or repair.  I sent that out August 15th, 2015 giving them until August 29th, 2015 to respond.  Still to this day I have not gotten any call, e-mail or response until today by the Revdex.com rejecting my claim.As stated in the response from the Business I supposedly told the manager their were no scratches on my vehicle: "hood, fenders, doors, and roof."  This is not correct information at all.  In each and every e-mail I have sent to the Quick Quack which I have printed copies...states I have damage to my vehicle with scratches all over, stains to my chrome, scratches on my chrome and bumper.  As I even stated my vehicle is a Pearl color with 3 layers of paint and sparkles.  Which makes the scratches harder to see in the sun light.  In the evening time and in the garage you can see them everywhere.  I have met with 3 body shops along with the dealership who showed me how brushes would go and matched the damage to my vehicle to those.  I even have brush scratches on my temporary cardboard license plate in the back from the dealership.  The scratches go from one end of the bumper and chrome all the way to the other.  The Regional Manager even went as far as saying looks like I dragged something out of my trunk to get that.  I have not used my trunk at that point in time and the scratches are brush scratches from all the way to the left and all the way to the right and even under neath where the brush would hit on my cardboard temporary license plate.  I have before and after pictures and video that show the time stamps and all the evidence I need to prove my case.I met with the manager of the Rancho Cordova Quick Quack on August 3rd, 2015 and the Regional Manager on August 7th, 2015.  I recorded my interactions with them.  Where I stated my vehicle had scratches along my car including the side window trim and chrome rear bumper, along with stains.  The Chrome is a lot more noticeable than the car paint, because the paint has the pearl and sparkle finish, but the marks are their.  The Regional Manager stated that I bought my brand new vehicle this way.  That the dealership puts something on my car to hide the scratches, stained and imperfection.  The first time I brought my vehicle here on July 25th, 2015 to purchase their best wash possible unlimited car wash.  No damage was done to my vehicle.  Something must have malfunctioned on August 1st, 2015.  The Regional Manager stated that out of 700 cars that were washed that day, I am the only one who came forward stating I have damage to my car.This has caused me unnecessary stress and a lot of time dealing with this.  Every time I look at my brand new vehicle I am reminded of what happened and what I continuously have to deal with.  Buying my first brand new car should be a great happy experience where I can show it off to family and friends.  Instead I have to explain why these marks all over my new vehicle.At the end of their response they said,"We are sorry she is upset, but we are confident we did cause the scratches."  There you have it.  They are admitting to fault.  My videos, pictures and audio from them do not lie and speak for themselves.  I have sent them a packet of 22 pages of documentation by certified mail including the demand for repair/payment on August 15th, 2015 and have not gotten any response or acknowledgement.I would like them to fix my vehicle to the condition it was prior to bringing my car into the car wash.  I could understand if this was a used vehicle with blemish on it it prior.  This vehicle was not even 2 weeks old when this happened.  This car is garage kept and was in immaculate condition prior.The 3 estimates I sent them are roughly around $2,600 taking them to court for that and the time and suffering will be added if this cannot get resolved.  I feel bad for all the other people that go through this with them.  Who get ignored, hung up on and neglected with their issue.  I have had multiple people reach out to me with similar issues and received the same type of treatment from the Quick Quack Car Wash.If you look into the Quick Quack Car Wash you will see several claims and issues with cars having damage to their vehicle after taking their car here.  One particular one that stands out was a man that had damage to his VW Beatle on his bumper same marks I have on mine back in 2013.  This one was broadcast on the news.  The Quick Quack refuse to admit to fault and fix the vehicle until the gentleman reached out to [redacted] who then publicized this event.  At this point in time they stepped up and took care of his vehicle. I am very disappointed that I was very diligent to ask questions before I brought my new car here. To make sure their was no possible way for damage to happen to my brand new vehicle.  I was told no possible way.  Unfortunately, I believed them and took my vehicle here without doing my research prior.  The woman who sold me the membership stated if anything were to happen they would fix it very fast without problem, but ensured me nothing would happen.Depending on their response after this I will go ahead and close this complaint that way it can be published for others to read along with the news and will be pursuing legal matter if they again refuse to take ownership and fix the damages that their Rancho Cordova Quick Quack Car Wash has caused.  Hopefully after all of this information is posted publicly others will see the true colors that this Company has showed.Thank you,[redacted]

We are sorry that we could not come to an agreement with Ms.[redacted] The manager of the location met with her and reviewed her claim andnoticed scratch marks below the bumper of the trunk. She also indicated she hadscratch marks along her chrome  moldings. The manager asked if she hadscratches...

on the hood, fenders, doors , and roof and she replied no she did not.The reason for denial was her scratches were not consistent withthe wash pattern of the wash.  The manager explained to Ms. [redacted] if thewash scratched the car, there would be scratch marks on the fender,doors,  and rear bumper.  The first point of contact with ourequipment is the hood and fenders.  The equipment will then proceed alongdoors and wrap around the bumper. These scratches would also be horizontal andapproximately 1-2 inches long.  Ms. [redacted]’s scratches did not match any characteristics of ourwash scratching her car.  For that reason we denied her claim.  Weare sorry she is upset, but we are confident we did cause the scratches.Sincerely, Quick Quack Car Wash

We have made several attempts to contact the customer. Her voice mailbox was full.  We sent an email and still got no response. We then sent a final message on August 10, 2017Tell us why here...

We have made numerous attempts to contact [redacted] to resolve the issue. We would love to make the necessary account changes and refunds, but it requires direct communication from the customer.Thanks,[redacted]

Dear Sir or Madam, Thank you for informing us that that your front windshield has experienced damage to it. We are sorry that your visit here today was not wholly positive. We take all incidences of damage seriously. Upon inspection of your windshield you may notice that there is a pit or hole in the windshield. The crack will probably originate from this pit. It will certainly travel through the pit. The pit is pre-existing damage and led to the cracked windshield. It is important to note that the pit is a stressed area and considered a weak point. If no pit exists then the windshield will not crack.  The carwash washes several hundred cars every day. Every car that ends up with a cracked windshield always has a pit hole and the crack always travels through it. We would like to provide you with written information regarding windshield cracks and pits.  Windshields are composed of two layers of glass with a clear sheet of plastic in between for safety. This is secured by a high-strength urethane adhesive. The plastic sheet and adhesive are important to the safety of the windshield. In the event of a major accident, the broken glass adheres to the inner plastic sheet, instead of showering the occupants of the vehicle with glass. Pits are caused by debris such as rocks, pebbles, sand and other foreign matter kicked up by other vehicles in front of you. it is important to note, also, that this debris often has a velocity to it that you must add to your own vehicles speed to determine the true impact speed. This total speed can exceed over 80 miles per hour.  The pit damage that occurs is often not directly  visible from thew drivers seat because it is near the edge of the windshield or near the passengers side. This pit usually penetrates only the exterior pane of glass. If this damage is not repaired it can spread to a crack. The time between initial impact and a large crack can sometimes be as little as one day to as long as several months. Day to day driving can increase  the stress around the pit hole. As time goes on, the likelihood of an increase of damage increases. The ways a small pit can expand into a crack include driving (because driving causes alot of vibration). The majority of these cracks however, are caused by temperature extremes. In the case of temperature extremes, the rate that the glass contracts or expands differs from the rate of the metal surrounding it. This leads to further damage. Temperature extremes are caused by running the heater or air conditioner, which causes different temperatures on the inside and outside of the windshield. In areas of extreme temperature such as Alaska, pits can end up damaging a windshield overnight. In your vehicles instance, the temperature extreme was most likely the ambient temperature, due to the heat, and cool water from the   the carwash tunnel. Carwashes in warm weather use cool water to decrease the temperature of the paint. If soap is allowed to sit for any time on a hot car then the soap dries quickly prior to being rinsed and discolors the finish. As the water hits the windshield, a pre-existing condition such as a pit can develop into a crack. In southern California most carwashes encounter this phenomenon  in the summer when the ambient temperature is high. It is rarely a problem in the winter months. You may have noticed the pit damage beforehand and had your car washed several times since the damage first occurred. It is reasonable to question why the windshield cracked now and not the previous times. Sometimes the pit hole causes enough damage to be visible but not enough to cause a crack. Further driving causes increased stress on the pit. The ambient temperature being high coupled with the air conditioning running will also cause further stress on the pit. It is not a question of if your windshield will experience more damage but rather, when. The weak point in na chain does not break every time. But when it does it will be because of the weak link. Often, pits or cracks smaller than twelve inches in windshields can be repaired for a small charge. In many instances, insurance companies will cover the damage. They do this because replacing the windshield is alot more expensive for them. Though we have a disclaimer on a sign near the entrance of the carwash that states we are only responsible for "undamaged items", as a courtesy we try to inspect the windshields of our customers' vehicles prior to washing. However, this is not always possible. The volume of cars that day or the amount of dirt & debris on your windshield may have led to your vehicle being overlooked. We hope that this information is sufficient. We are truly sorry for the experience you had here. Please note, though, that we cant be responsible for damage caused by pre-existing conditions. We hope that you give us the opportunity to earn back your business. We strongly support the use of  a windshield  repair center. In addition to being to restore the structural integrity of your windshield, using a repair center is environmentally friendly in 1998, over 12 million non bio-degradable windshields were thrown into Americas crowded landfills. Many of these could have been saved had they been repaired early in the first phase of damage. If you have any further questions, please don't hesitate to contact the corporate office at [redacted].

I am rejecting this response because: The only thing this statement shows is that yet again the business will not take responsibility for the damage they caused. They are assuming there was damage already to my windshield and that was not the case.