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Blue Iguana Car Wash

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Blue Iguana Car Wash Reviews (23)

I do apologize for the delayed responseThis customer didIt wash with usHis granddaughter brought his vehicle in and he reported scratches on the vehicle not stains of any kindAfter reviewing video footage, as I standard per our requirements when handling any and all customer complaints, the scratches were on the vehicle when he entered our propertyIn good faith we offered a gift card for the time it took to conduct our investigationBut we will not take responsibility for the stains, which were also not on his vehicle when he entered or exited our facilityWe considered this issue closed when our manager denied this customer's claim and offered some free washes on us

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below These statements made by the Car Wash are not true First, they told us initially that we would hear from them within hours and we did not hear from them We even tried calling and could not get an answer to ours calls We had to drive to the car wash to talk to someone In regards to the statement about their policy for cars over ten years old, there is now a sign there that is leaning against a pole that does say that but the sign was not there on the day that we went through the car wash as it was a new business and they had apparently not put the sign out yet I have talked with [redacted] on the phone because I am the owner of the vehicle Neither of us have had a call from anyone there Every time that we have talked to someone it has been from our effort, not theirs [redacted] did offer me $and I told him that I would get back with him after I have a chance to get estimates on the cost of the repair He did tell me that they had ordered the part but could not give a part number or any proof that was done He said they paid approximately $for the part I have since ordered the part which is hard to find and it is not a $part There are actually parts that need to be installed The rear wiper arm, the wiper blade and a cover for the arm I have attached the receipt for the wiper arm and also an estimate for the price of the cover and the wiper blade plus the cost of installing the parts The total of the parts and the cost to install these is $ I have talked to different managers in person and one of them admitted that they have had many problems at this new business and he was there trying to get it straightened out [redacted] did give me his cell phone number If he had not talked to me then how did he give me his number? This should prove that he is lying about not talking to me All of this has been a big circus and they are very unprofessional and unwilling to solve this problem Regards, [redacted] ***

In response to complaint [redacted] , [redacted] *** The customer that we have been dealing with regards to the alleged damage is not [redacted] but rather her “friend” [redacted] who was driving Ms***’s vehicle the date of the incident At no time was the customer told that our equipment caused damage This is not our protocol We gather information and then have an extensive investigation protocol that takes place to determine the cause of any customer issue Ms [redacted] did not receive a call because Mr [redacted] was the one who shared his information with us therefore we would have had no cause to contact someone for whom we had no contact information In good faith only, because we do not cover damage on vehicles years or older due to just regular wear and tear on a vehicle, we decided to go ahead and order the part that Mr [redacted] suggested and then asked for us to order When Ms [redacted] came to the location the manager went out of his way to assure her that we would be handling the issue even though our signage clearly states that it IS the customer’s responsibility to cover vehicles over years of age The manager even offered to cover the cost x of the wiper blade in an effort to just get this issue resolved for the customer but she refused He then gave her his personal cell phone number and told her she was welcome to call him as often as possible until the part came in but that did not work for her either He has offered everything in our power to offer yet she is unsatisfied with everything that has been offered – a new wiper blade, cash ($100) or allowing them to order the part and we would install AGAIN all in good faith We cannot determine wear and tear on a vehicle is why it is the customer’s responsibility for vehicles over the age of years Our manager has called and called and called and still this customer is complaining that no one has called her Had she completed our paperwork then we would have been communicating with her all along instead of [redacted] They must not communicate or he would have told her that we had already spoken with him We consider this a closed issue I might add that we also offered her a gift card from the jump [redacted] , the original contact was contacted within hours [redacted] Blue Iguana Car Wash ###-###-#### office

To Whom It May Concern - This customer claims that our vacuums cut the driver side seat of her vehicle when she removed the vacuum nozzle from the seat Vacuums are checked regularly and no vacuum has a sharp edge sharp enough to cause this kind of damage We have never had a customer claim that a vacuum nozzle cut their seat ever in the history of owning car washes nor have we ever heard of anything of this nature Each evening a thorough inspection is done and vacuums are cleared and cleaned for the next days business No sharp objects were found nor did any other customers complain of this issue throughout the day The customer came in and vacuumed after 9:pm so plenty of customers had vacuumed that day and no one complained of a like issue There may be a possibility that she didn't notice previous damage to her seat until she was vacuuming This is a common theme with customers where they wash and then see things that they did not see before because the car is clean or they are at a different vantage point like she would have been when vacuuming We made every effort to explain this to the customer The manager also told her that she could come back to the site and she would look it over again but it would not change the decision made We offered to wash her vehicle on us by sending her a gift card for the trouble We do this in good faith The customer did state that she is not "a liar" nor did the manager intend for her to feel as though we felt that she was lying We are certain that she was just unaware that there was previous damage until she got a better look at the seat from that vantage point We are truly sorry that she has damage to her seat but this was not caused by our vacuums They are not sharp nor was there anything in the vacuum system that could have caused such a cut in her seat We consider this a closed issue We would appreciate that Ms [redacted] refrain from blowing up our social media sites with post after post claiming that other customers "Don't ever come to this business! Terrible policies and customer service!" Thank you

I was only offered a free washDue to my health, I would like to close the complaint

This issue has been resolved The customer has been contacted and the damage repaired This is 100% a good faith resolution on our part It is in no way due in part to her complaint here or on social media It is 100% because we felt that the customer should never have been
sent to a vendor for an estimate and for that we will assume responsibility Ms*** was informed early on that we are not responsible for vehicles over years of age Our property signage states as such and customers are made aware prior to entering the wash Thank you

To Whom it May Concern - After further investigation I see that the customer was not at the Bridgeton facility as the Revdex.com form states but at our Page location And that the *** you are speaking of is the person that completed the Customer Contact form and someone who does not have the authority to accept or deny any claims I am attaching the form where the manager of the facility attempted to contact the customer via telephone different types (more than our best practices requires) as well as he sent an email when he could not get in touch with anyone and did not receive any calls back It wasn't until June 14th of that *** finally contacted our manager where he denied the claim based on the attached sign that was located at the entrance end of the tunnel, where it is clear It has since been replaced with signs on the property that state what the customer IS responsible for which as you can see by the attached, is the first thing on this list A retractable antenna is lowered by the radio being turned off, if it doesn't work then it is the customer's responsibility to lower it manually We do not touch vehicles I believe that attempts to contact the customer, the offer of a gift card in lieu of a repair that we do not feel is our responsibility is more than ample attempt at a good faith gesture We consider this a closed matter Thank you Again, our sincerest apologies that Ms*** did not adhere to the signage nor did she accept any of the attempts for us to contact her months of no contact makes it very difficult for a good line of communication between the site management team and the customer Thank you

We apologize for the delayed response. We had received a letter in our corporate office and I thought this was the same customer complaint. We denied the customers claim for a couple of different reasons. 1st - our signage throughout the property clearly states what our customers
are responsible for and that is any vehicle over years of age. The vehicle in question is years old. 2nd - the mirror had previous damage. There was glue inside of the mirror where it had been previously damaged and replaced improperly making it a non-factory installed liability. This is also something that is the customers responsibility. We cannot take responsibility for a mirror that was not installed by the manufactured and has previous damage. This was explained by our manager after consulting with our quality control personnel. We do not take claims lightly. We do a thorough investigation of all claims to make sure that we did our part when washing the customers vehicle. We did offer the customer some free washes on us for the time that it takes to do our investigation. We consider this a closed matter as was stated during the call between the customer and manager. We sincerely regret that there was damage to your vehicle however we cannot take responsibility for a non-factory installed item

Complaint: ***
I am rejecting this response because:it cost to replace my antenna and there was no signI work on *** *** I have the right place and their card the man said his name was *** S
Sincerely,
*** ***

I do apologize for the delayed response. This customer did. It wash with us. His granddaughter brought his vehicle in and he reported scratches on the vehicle not stains of any kind. After reviewing video footage, as I standard per our requirements when handling any and all customer complaints, the...

scratches were on the vehicle when he entered our property. In good faith we offered a gift card for the time it took to conduct our investigation. But we will not take responsibility for the stains, which were also not on his vehicle when he entered or exited our facility. We considered this issue closed when our manager denied this customer's claim and offered some free washes on us.

To Whom It May Concern - This customer claims that our vacuums cut the driver side seat of her vehicle when she removed the vacuum nozzle from the seat.  Vacuums are checked regularly and no vacuum has a sharp edge sharp enough to cause this kind of damage.  We have never had a...

customer claim that a vacuum nozzle cut their seat ever in the history of owning car washes nor have we ever heard of anything of this nature.  Each evening a thorough inspection is done and vacuums are cleared and cleaned for the next days business.  No sharp objects were found nor did any other customers complain of this issue throughout the day.  The customer came in and vacuumed after 9:00 pm so plenty of customers had vacuumed that day and no one complained of a like issue.  There may be a possibility that she didn't notice previous damage to her seat until she was vacuuming.  This is a common theme with customers where they wash and then see things that they did not see before because the car is clean or they are at a different vantage point like she would have been when vacuuming.  We made every effort to explain this to the customer.  The manager also told her that she could come back to the site and she would look it over again but it would not change the decision made.  We offered to wash her vehicle on us by sending her a gift card for the trouble.  We do this in good faith.  The customer did state that she is not "a liar" nor did the manager intend for her to feel as though we felt that she was lying.  We are certain that she was just unaware that there was previous damage until she got a better look at the seat from that vantage point.  We are truly sorry that she has damage to her seat but this was not caused by our vacuums.  They are not sharp nor was there anything in the vacuum system that could have caused such a cut in her seat.  We consider this a closed issue.  We would appreciate that Ms. [redacted] refrain from blowing up our social media sites with post after post claiming that other customers "Don't ever come to this business! Terrible policies and customer service!" Thank you.

Complaint: [redacted]
I am rejecting this response because: first they claimed it was not factory installed. It is Gm [redacted] factory equipment. Second they did not offer any free washes. Even thought I would never go back there. They respond to the general public think they have no knowledge of automotive parts factory or aftermarket. I had been through there car wash 3 times prior to this incident. The mirror on my vechile was factory equipped and never replaced.  I watched their wash equipment wrap its cloth pad around my mirror before it ripped it off. This was a malfunction of equipment. At this point I replaced the mirror at my cost. I dont expect them to do the honorable think and admit their equipment malfunctioned. Let alone reimburse me for repairs. But I will pursue and a admission of faulty equipment
Sincerely,
[redacted]

This happened on October 29, 2016.  This is the date they said they would take care of this and referred me to a business across the street from them to obtain an estimate.  This company said they could not give me an estimate and I would have to obtain one on my own.  I obtained two...

estimates and each was for over $800.  I gave these estimates to the company and they said they are not responsible for damage to a car over 10 years old.  My car is a 2005 Chevy Equinox.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
These statements made by the Car Wash are not true.  First, they told us initially that we would hear from them within 72 hours and we did not hear from them.  We even tried calling and could not get an answer to ours calls.  We had to drive to the car wash to talk to someone.  In regards to the statement about their policy for cars over ten years old, there is now a sign there that is leaning against a pole that does say that but the sign was not there on the day that we went through the car wash as it was a new business and they had apparently not put the sign out yet.  I have talked with [redacted] on the phone because I am the owner of the vehicle.  Neither of us have had a call from anyone there.  Every time that we have talked to someone it has been from our effort, not theirs.  [redacted] did offer me $100.00 and I told him that I would get back with him after I have a chance to get estimates on the cost of the repair.  He did tell me that they had ordered the part but could not give a part number or any proof that was done.  He said they paid approximately $35.00 for the part.  I have since ordered the part which is hard to find and it is not a $35.00 part.  There are actually 3 parts that need to be installed.  The rear wiper arm, the wiper blade and a cover for the arm.  I have attached the receipt for the wiper arm and also an estimate for the price of the cover and the wiper blade plus the cost of installing the parts.  The total of the parts and the cost to install these is $124.94.  I have talked to 2 different managers in person and one of them admitted that they have had many problems at this new business and he was there trying to get it straightened out.  [redacted] did give me his cell phone number.  If he had not talked to me then how did he give me his number?  This should prove that he is lying about not talking to me.  All of this has been a big circus and they are very unprofessional and unwilling to solve this problem.
Regards,
[redacted]

I was only offered a free wash. Due to my health, I would like to close the complaint.

To Whom It May Concern - This customer continues to refer to someone named [redacted] regarding the alleged damage and we do not have anyone on that property with the authority to make any decisions named [redacted].  I'm wondering if there is a possibility that they have mistaken the location they were...

washing at and are thinking of someone else.  We have a huge sign posted at the entrance of the tunnel.  It has been there since we opened.  It clearly states that we do not cover damage to vehicles 10 years are older due to just basic wear and tear on anything 10 years or older.  Things loosen up, bend, become brittle and we have absolutely no control over that.  If there was previous damage or any indication that the item on the customer's care would not safely make it through the wash the attendant would have also had a conversation with this customer to explain that should that item be removed we would also not take responsibility for the item.  December of 2016 and we are just now complaining about an issue makes it impossible for us to remedy any situation with our usual protocols; camera footage, pictures, face-to-face meeting with the customer.  We do not cover issues with vehicles 10 years are older as stated by property signage as well as a discussion with the customer prior to their wash.  If they chose to go ahead and wash after 2 experiences with warnings then we cannot fix this issue.  We do apologize that there was an issue with our wash and a $20 gift card would have been offered for their trouble per our standard protocol.  Thank you.

To Whom It May Concern – This customer signed a release of liability form with us releasing us from any further action.  We paid them for their repair so we are unsure why this is still being pursued.   Please see the attached release of liability signed by [redacted]’s boyfriend [redacted].  It’s his car they are talking about in this complaint.   [redacted]Blue Iguana Car Wash###-###-#### office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We have received a settlement in the amount of $105.91 which covers some of the parts needed to fix the damages caused by the car wash.  We still need another part and this does not cover the cost of installation of these parts.  However, rather than to deal with the people at the car wash we have accepted this amount and will take care of the remainder ourselves.  Correction:  this is my vehicle.  [redacted] does not own the vehicle.  He was driving it the day that the damage occurred but I was there with him.  That is the reason for me talking with [redacted] and others about this damage.  The vehicle is registered to me.  Also if you see the attached letter and settlement, it is dated 02/13/2018.  We did not get this check and settlement letter until Monday 02/26/2018 which was after my last response (02/22/2018) to you about this complaint.  I still stand by my feelings about this business as very unprofessional and they need to learn how to treat customers and take care of things when they say they will. Thank you very much for your help om resolving this matter as much as it was.
Regards,
[redacted]

Initial Business Response /* (1000, 7, 2016/03/09) */
Scratches on the top of Ms. [redacted]'s vehicle are consistent with her dragging a vacuum hose over her vehicle while she was at the car wash. Blue Iguana personnel pointed this out and showed her the camera feed of her dragging the hose across...

her car but she insists on claiming that every single blemish on her paint was caused by her one trip through our car wash. None of the scratches are consistent with a car wash. Her scratches (except the ones she did by dragging a vacuum hose across the top) have no pattern to them - which is what you would see if one of our soft foam side washers had something caught in it like an antenna. We also pointed out multiple scratches viewed on our entrance cameras (prior to the car getting a wash) that were pre-existing on her vehicle.
Furthermore, there were no additional complaints of scratches before or after Ms. [redacted]'s complaint. We were quite busy when she first visited and if we had a problem it would have shown up immediately.
Our car wash personnel do regular walk through inspections of the equipment and property. This is to insure the proper operation of the equipment and that the location is kept to our high standards of quality, safety and cleanliness.

I took the car to them with my daughter.  I never reported scratches on the vehicle on the white stains.  These stains were not on my vehicle before taking it to the car wash.  They never offered me any compensation just as free car washes or gift card.  They never asked me to come talk to them and they have never contacted me.  I just purchased this vehicle.   All I want them to do is buff out these white stains.

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Address: 9500 Dixie Highway, Louisville, Kentucky, United States, 40258

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