Big Sponge Car Wash

Pertaining to the video, I am sorry that we were not able to capture the video before it was recorded over; the fact that it was recorded over was simply an unfortunate mistake and we apologize that the video was lost before we could review it with youWe value our customers, and we strive to give each and every patron a positive experience and a clean car To ensure that we provide a consistently clean wash, we only use one type of brush style This is the only kind of brush that we use and it is designed for this type of application As previously offered, I will be happy to wash your car or my vehicle to demonstrate that this brush will not produce the scratches that were on your vehicle I strongly believe that we are not responsible for the damage on your vehicle and I apologize that your experience did not meet the standard of service that we strive to give our customers

On October 14, 2014, the customer’s mother did bring the car into the carwash; I took a look at the car and saw the scratches were on top of the hood, not on the fender where our employee had scrubbed the carThe reason that the employee used the brush on the fender was due to the large amount of bird droppings I tried to find the video that we had viewed nearly three weeks before, but too much time had lapsed before she returned and the digital recorder had already recorded over that period While the mother was here, I offered to wash the car and use the same brush on the car and if I scratched it, I would have it fixed She called her daughter, and her daughter said,” Absolutely not, he has not heard the end of this” I then offered to use my black truck and the same brush to show that the brush would not make that type of scratch on their vehicle She again asked her daughter, the daughter said “no, they have not heard the end of this, just fix it or I am going to take further action” We had not heard anything until we received the letter from the Revdex.com We try our best to serve our customers in a thoughtful and professional manner and I am sorry if we were unable to meet her expectations

Consumer states that they do not wish to take the vehicle back to the business as they will not be able to replicate the actual application of the brush when vehicle was damaged. Owner of the business was not present and the the force of the brush application will not be the same. Consumer feels the business purposely recorded over the video to avoid exposing the truth of the matter. I understand that no business would intentionally damage a client's vehicle but if they did, one would hope they would take responsibility.

I am rejecting this response because: He forgot to add a lot of stuff. He said that the car was brought in on October 14th. It took so long for him to see it and I had to have an appointment with him because he was never at the Car Wash. The car was brought to the Car Wash the day after I got home and the manager looked at it and said that the owner would have to look at it but he would not be in for a week or so. So then I had to have an appointment. That is why it was so long after that the owner saw my car. I immediately called when I seen the scratch the same day I received the car wash. I understand I had bird droppings on my hood, that is usually why you wash your car. He did not brush my fender he brushed my hood. I have used this car wash for a lot of my vehicles and never had a problem. I know it was an honest mistake, one that should be fixed, but isn't. When my mother did take the car to show the owner and he offered to use the same brush, and I said no it was because that really didn't prove anything to me. How do I know it was the same brush, or that he was using it as hard as the other guy did. So I did say no. I recently posted about this online and have discovered that I am not the only one who has had an issue with car scratches and damage. The owner or atleast the manager was aware of an incident so the tapes should of have been saved until it was worked out. It is not my fault he is never there and I couldn't come in to show the car until after the tapes had been taped over. This is the worst customer service I have ever experienced in my whole life.

Pertaining to the video, I am sorry that we were not able to capture the video before it was recorded over; the fact that it was recorded over was simply an unfortunate mistake and we apologize that the video was lost before we could review it with you. We value our customers, and we strive to give each and every patron a positive experience and a clean car.  To ensure that we provide a consistently clean wash, we only use one type of brush style.  This is the only kind of brush that we use and it is designed for this type of application.  As previously offered, I will be happy to wash your car or my vehicle to demonstrate that this brush will not produce the scratches that were on your vehicle.  I strongly believe that we are not responsible for the damage on your vehicle and I apologize that your experience did not meet the standard of service that we strive to give our customers.

On October 14, 2014, the customer’s mother did bring the car into the carwash; I took a look at the car and saw the scratches were on top of the hood, not on the fender where our employee had scrubbed the car. The reason that the employee used the brush on the fender was due to the large...

amount of bird droppings.  I tried to find the video that we had viewed nearly three weeks before, but too much time had lapsed before she returned and the digital recorder had already recorded over that period.  While the mother was here, I offered to wash the car and use the same brush on the car and if I scratched it, I would have it fixed.  She called her daughter, and her daughter said,” Absolutely not, he has not heard the end of this”.  I then offered to use my black truck and the same brush to show that the brush would not make that type of scratch on their vehicle.  She again asked her daughter, the daughter said “no, they have not heard the end of this, just fix it or I am going to take further action”.    We had not heard anything until we received the letter from the Revdex.com.  We try our best to serve our customers in a thoughtful and professional manner and I am sorry if we were unable to meet her expectations.

Review: I went in for a car wash before leaving town. I had never had a problem with this facility so when I seen the young man scrubbing my hood with a brush I thought it was no problem. I didn't get out of my car until I was 100 miles away and stopped at a rest area. When I got out of my car I immediately noticed a scratch on my hood. Not a regular scratch, but one you would know it was done by some kind of brush. I immediately called Big Sponge Car Wash. She told me she would look at the tapes and call me back. She calls me back to tell me that the young man never brushed the top of my hood but only my fender. She said I could bring it in and have it looked at. Well since I was out of town I told her I would bring it in when I got back. When I got back I had to go to work so I had my boyfriend at the time take it in. One of the guys working told my boyfriend that he could try to use some wax. The manager told him that the owner would have to look at it. So I waited until the owner was back and my mom drove the car in. He said they didn't do it. I then took a day off to go in and see them myself and wanted to see the tape to which they told me they had already taped over it. This was an issue with my car, why would he tape over the tape. I have yet to have my car washed since then because I do not want anything changed since I know I have never took a brush to my hood and I know that the scratch was not there before I went through the wash. It was a simple mistake the car wash guy made, I was not mad at him for doing his job. I am irritated at the owner who wont fix it and deleted the tape.Desired Settlement: I would like the scratch taken care of on my hood.

Business

Response:

On October 14, 2014, the customer’s mother did bring the car into the carwash; I took a look at the car and saw the scratches were on top of the hood, not on the fender where our employee had scrubbed the car. The reason that the employee used the brush on the fender was due to the large amount of bird droppings. I tried to find the video that we had viewed nearly three weeks before, but too much time had lapsed before she returned and the digital recorder had already recorded over that period. While the mother was here, I offered to wash the car and use the same brush on the car and if I scratched it, I would have it fixed. She called her daughter, and her daughter said,” Absolutely not, he has not heard the end of this”. I then offered to use my black truck and the same brush to show that the brush would not make that type of scratch on their vehicle. She again asked her daughter, the daughter said “no, they have not heard the end of this, just fix it or I am going to take further action”. We had not heard anything until we received the letter from the Revdex.com. We try our best to serve our customers in a thoughtful and professional manner and I am sorry if we were unable to meet her expectations.

Consumer

Response:

I am rejecting this response because: He forgot to add a lot of stuff. He said that the car was brought in on October 14th. It took so long for him to see it and I had to have an appointment with him because he was never at the Car Wash. The car was brought to the Car Wash the day after I got home and the manager looked at it and said that the owner would have to look at it but he would not be in for a week or so. So then I had to have an appointment. That is why it was so long after that the owner saw my car. I immediately called when I seen the scratch the same day I received the car wash. I understand I had bird droppings on my hood, that is usually why you wash your car. He did not brush my fender he brushed my hood. I have used this car wash for a lot of my vehicles and never had a problem. I know it was an honest mistake, one that should be fixed, but isn't. When my mother did take the car to show the owner and he offered to use the same brush, and I said no it was because that really didn't prove anything to me. How do I know it was the same brush, or that he was using it as hard as the other guy did. So I did say no. I recently posted about this online and have discovered that I am not the only one who has had an issue with car scratches and damage. The owner or atleast the manager was aware of an incident so the tapes should of have been saved until it was worked out. It is not my fault he is never there and I couldn't come in to show the car until after the tapes had been taped over. This is the worst customer service I have ever experienced in my whole life.

Business

Response:

Pertaining to the video, I am sorry that we were not able to capture the video before it was recorded over; the fact that it was recorded over was simply an unfortunate mistake and we apologize that the video was lost before we could review it with you. We value our customers, and we strive to give each and every patron a positive experience and a clean car. To ensure that we provide a consistently clean wash, we only use one type of brush style. This is the only kind of brush that we use and it is designed for this type of application. As previously offered, I will be happy to wash your car or my vehicle to demonstrate that this brush will not produce the scratches that were on your vehicle. I strongly believe that we are not responsible for the damage on your vehicle and I apologize that your experience did not meet the standard of service that we strive to give our customers.

Consumer

Response:

Consumer states that they do not wish to take the vehicle back to the business as they will not be able to replicate the actual application of the brush when vehicle was damaged. Owner of the business was not present and the the force of the brush application will not be the same. Consumer feels the business purposely recorded over the video to avoid exposing the truth of the matter. I understand that no business would intentionally damage a client's vehicle but if they did, one would hope they would take responsibility.