Francis & Sons Car Wash

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]

[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.]

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,

The manager of this place (Alma School/Baseline) needs to be terminated flat out. I've overheard him being rude to employees on more than one occasion. Hardly anyone here speaks English so you can't complain or even give compliments because they all look at you like you are stupid? Its ridiculous. I live in the apartments down the street and I have seen the same employees working from 7 am to 6 at night. That is ridiculous and overworking employees. Managers eat and even smoke in front of customers! The short guy [redacted], just yells at people and goes to his office. He is taking way to much advantage of his authority. He needs to start treating people with respect or be fired. Especially his employees, oh yeah and hire someone that speaks ENGLISH !!! customer Service here sucks.will be going to a different location.

If I could rate this with a no star I would. I had a horrible experience. I was the first customer of the day, first the coupon they give you on their website couldn't be redeemed because it wasn't printed, second my heavy duty mat got thrown on my leather seat 3rd my antenna was thrown like a piece of trash inside threw the front passenger door, 4th their was no soap threw the carwash, I immediately told one of the carwash employees that I didn't see no soap with an attitude he hopped in the truck and passed it again threw the machine with you can clearly see the second time their was soap. I have a videos that I took with my GoPro and also my GoPro gets turned faced up by one of the employees who dry the car so they won't obviously get recorded.

This company scratched my brand new vehicle that I haven't even owned a month and refused to take responsibility for their actions. The response that I got from the so called manger was there is no way we could scratch a vehicle, we detail vehicles all day and never scratch them. I would not trust this company with your vehicle because if they damage it you're left to pay for it.

First, I would like to thank you for allowing me to officially respond to this complaint and to have a chance to resolve this issue.  Francis and Sons is a neighborhood car wash and we value your comments and take care of our customers.  I first was made aware of this issue by [redacted]...

[redacted], She instructed me that this was her vehicle and explained the problem to me.  I informed her of our company policy and that it states, we do not remove any stickers from the vehicle unless instructed by the customer.  I told her I would investigate the issue with the manager and employees involved and would get back with her in a couple of days.  

  Upon my investigation, I found that our service advisor wrote on the vehicles window, remove stickers from window, and that you informed the detail technician to remove the stickers also, I then received a phone call a few days later, from you asking what we were going to do about this issue.  After you explained to me who you were and what the concern was about, I then explained our policy for removal of window stickers also. You sent me a picture of your state inspection receipt and I informed you I would inform the owner about the situation and their position was the same as I had informed you in our telephone conversation. I then sent you a response to your complaint on our web site, again explaining our position on this issue.

I can understand you frustration and as a courtesy to you,  I would like to offer you a wash and detail service in the same value of the cost of you state inspection sticker of $120.  I understand that you do not live Arizona, but my offer stands whenever you return to Arizona.  

Thank you,

** [redacted] 

General Operations Manager

Francis and Sons LLC.,

To whom it may concern, I called the customer back 5 minutes after he had called me and offered a refund and for him to return with a receipt and his money will be returned. I would like to extend an apology and offer a full refund, please send me an address to; [redacted] and I will...

promptly respond. Thank You.

Review: I had a member ship with this car wash and cancelled it on 10-23-13 (if I remember correctly, it was in October) I was billed again on 11-12-13 for $24.95 and I received their cancellation notice on 11-14-13. It was billed to my credit card which I had to pay because my bill was today 11-19-13. I have not received a credit for that bill and I've tried to contact this location SEVERAL times... I cannot contact them by phone because they NEVER answer!! I want my credit for the 24.95, not put back on my credit card because that can't be credited, it will have to be by check.Desired Settlement: Full refund for membership that was not supposed to be billed.

Business

Response:

Mr. [redacted],

We apologize for the inconvenience this has caused. It appears that your billing cycle is the 12th of each month. Your request to cancel your membership was received on November 6th at 5:58 pm and was processed by our credit card processor on November 14th causing your card to be charged for another month.

Please send us your contact information to [redacted] and we will gladly refund you the amount charged to your credit card.

Once again we do apologize for the inconvenience.

Francis & Sons

Consumer

Response:

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,

The manager of this place (Alma School/Baseline) needs to be terminated flat out. I've overheard him being rude to employees on more than one occasion. Hardly anyone here speaks English so you can't complain or even give compliments because they all look at you like you are stupid? Its ridiculous. I live in the apartments down the street and I have seen the same employees working from 7 am to 6 at night. That is ridiculous and overworking employees. Managers eat and even smoke in front of customers! The short guy [redacted], just yells at people and goes to his office. He is taking way to much advantage of his authority. He needs to start treating people with respect or be fired. Especially his employees, oh yeah and hire someone that speaks ENGLISH !!! customer Service here sucks.will be going to a different location.

Review: I took my cabin to be washed. Both side mirrors were in working condition. When the van went to the drying area I noticed several of the employes playing with the passengers side mirror. I watched closely after several minutes of watching people keep going back to that side mirror,

I got up and approached the area asking if something was wrong. Immediately a man in a white shirt began telling me my mirror was broken. But he went on to say that I must have known it was broken because look at the [redacted] of tape. He then pulled out FRESH. DRY CLEAN STICKY 3 balled up pieces of tape the pieces of tape fell out as soon as the mirror was unfolded. Now. I explained this mirror was not broken before I came in. And it was so obvious he was trying to cover up the breakage... I could see that the tape he was trying to convince me was his proof. Was brand new. Could not have gone through the car wash. Because it would be wet at least. And if the tape was falling out when the mirror was folded back then And had it been there before it would have been dirty. Etc etc etc. ( I found out later from [redacted] that tape was used to hold the mirror to the window. so they had access to fresh tape. so this argument went on for some time.in this department the mirror is just flopping back and forth.

Later. [redacted]). Was called from the front area. He explained that the mirror actually broke there. That when they folded it in it just sprung back. But that because of the age of the vehicle 1998 that this stuff just happens and they are not gonna fix it because its old. I did point out that the split section of the mirror was lifted up because the guys had shoved [redacted] tape under between the mirror split. He said either way the mirror was broken and anything that happened was because they were trying to fix it. He did say that he should have contacted me in the vacuum area when it first happened. And that the guys in drying would get talked to.

Now we have had the mirror taken apart and looked at. It is obvious that the mirror was torqued. ( pushed beyond the point it should have been pushed). But still COULD have been fixed easily at no cost had the men in the drying are NOT shoved the tape underneath. Unfortunately when they did that. They forced (raised) it up off of the pole it sits on losing one of the bearings and messing the top of the pole up. (

And really it never should have gotten that far. [redacted] should have told me in vacuuming. And it would not have gone through the wash. But since I was NOT notified. And because your staff tried to cover up the problem making it worse. I would like the cost of a used mirror.Desired Settlement: New ones with all the electronics ours has on it range $160 and up we are NOT asking for that.

We are replacing the mirror with one we can get on ebay for $43. My husband can install it.

What I ask is for the $43.

Business

Response:

To Revdex.com

Att. [redacted]

We at FrancisAnd Sons are a nieghborhood carwash always willing to go the extra mile for our customer that being said I did speak with Mrs [redacted] on her concerns and did come to a resolution that was in the best interest to both parties.

Regards

[redacted]

Operations

Francis And Sons LLC

Review: I took my car and just now to get it washed. when I got my car back the driver side car panel on my seat was broken, I mean it was hanging down. I've been asked the guy that just got finished wiping it down what happened? and he just looked at me with his arms up and walked away.I always take my car to Francis and Sons and never been treated like this. I went and asked for a manager and showed him what the guy did well he then tells me that the part on my car is old so it was bound to break and they will not get that fixed for me. yes my car is a PT Cruiser convertible 2006 but I keep my car up to parts.and just the fact that he tells me is old and it was bound to break that just didn't sit right with me. people have antique cars and you mean to tell me if they break it they are going to say it was bound to break anyway? so I've been going there since I had my brand new car but I will not go back there again. they just ruin my day I even get it hand wash that's how much I value my car. sell for him to treat me like that and not even attempt to pay to get the part fixed is just battle to me. and that guy that broke it he went to wash off another car and he just kept looking down there at me so he knew he did something wrong and I bet that isn't the first time either. but they lost a nine-year customer that never said anything even when they didn't wipe my windows that good I still didn't say nothing I finish wiping down the car myself. but all I wanted this time is for them to fix that part that they broke and I was treated like nothing. I almost wanted to ask for my $5 tip back. I mean I pay almost twenty five dollars to get it hand washed just to finish wiping it down myself because they don't do a real good job. and now they can't pay for my part and get it fixed I am very hurt by this. but is there lost and the way they act I guess they really don't care this is how they treat they nine-year customer. sad very sad.Desired Settlement: if they can give me the courtesy of replacing the part that they broke then I will love to continue and then a customer. I've been a customer since I bought that car brand new. but that is up to them. I don't care for change too much so I will love to stay with them but in this case the way I was treated today it hurts and I will walk away gracefully with my dignity if I have to.

Business

Response:

Researched customer concern with the dealership and have contacted the customer directly to address the concern and potentially have a resolution and are awaiting on a response from her.

Review: Went to get my car washed, Got it washed left went to the store and when exiting my car noticed that there was soap left all over my car, Went back to the car wash to get my money back.

Talked to the manger and he said he could not refund my money and that I would have to call the General Operations Manger

I called him and no answer, Called me back after I had already left and wanted me to go back there again to get my money back

I was there 2x already and I wasn't about to go back there again I asked him to mail the money back to me and he refused so i'm out my money because I don't have the time to keep going back there.Desired Settlement: I want my money back from this place

Business

Response:

To whom it may concern, I called the customer back 5 minutes after he had called me and offered a refund and for him to return with a receipt and his money will be returned. I would like to extend an apology and offer a full refund, please send me an address to; [redacted] and I will promptly respond. Thank You.

Review: took my car to francis and sons car wash. after my car was washed the attendant went to move my car and crashed it into the curb on hitting it on my right passenger side front fender and wheel. The resulting damage is $1400. They promised they would take care of it. This happened on april 10th. I took my car at theyre request on the 14th to Service King. all they did was delay and delay and finally I had to call my own insurance to start the repair process. They again still kept promising they would take care of it and pay my deductible of $500 which I would have been satisfied with at this point. Today is now april 29th and my car is still being repaired. Francis and sons GM Dennis continued to tell me they would be taking care of it while the entire time he actually did nothing at all. I made numerous calls to the corporate office to talk with the owner Jeff Francis and not one call was returned to me after leaving my numbers at least 3 times. I even faxed all the paperwork over to the corporate office but nothing.Desired Settlement: I would like to be paid for the entire amount of the repair bill which is $1400. of which I paid $500 cash for my deductible. I would like to be able to pay this money to my insurance company to reverse the claim so I can remove this from my insurance.

Business

Response:

Jeff Francis spoke to [redacted] on the week of April 27th, 2015 in which both parties agreed to a resolution on May 1, 2015. I met with [redacted] and provided him with a resolution payment. Regards, Dennis [redacted] Operations Manager

Consumer

Response:

[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.]

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,

Review: After taking my money which was higher than usually by $20.00. I trusted they would do the work I paid for but when I went to inspect my vehicle I found a brand new scratch on the rear door about 6 inches long so fresh it still had the scraped paint on it. They didn't wash the floor mats didn't clean the groves on the dash the manager told me they don't do either of these thing. What was even worst is I paid the higher price to have my headlights defogged and the manager said they could not do it because of the grill and then tried to convince me that I got Hugh discounts that covers the lost service on the headlights.

I thought I would try them because the were closer to home but it is by far the worst car wash that I have ever had not to mention more expensive and they did not do the work they said they would. They sure had lots of excuses but no solutions for the damage, lack of work and overcharging.Desired Settlement: Refund and an apology

Business

Response:

To Revdex.com

Att. [redacted]

We at Francis and Sons are a nieghborhood car wash always willing to go the extra mile for our customers that being said I have spoken to Mr [redacted] and set a time we are going to meet and inspect the alledged damage and determine how we can resolve this situation.

Regards

[redacted]

Operations

Francis And Sons LLC

This company scratched my brand new vehicle that I haven't even owned a month and refused to take responsibility for their actions. The response that I got from the so called manger was there is no way we could scratch a vehicle, we detail vehicles all day and never scratch them. I would not trust this company with your vehicle because if they damage it you're left to pay for it.

This business purports to offer a 50% discount through the Entertainment book, but they are not. The Ultimate Car Wash there is $27.99; the discount is 12.50. The manager said he had told the owner 3 weeks ago that people were complaining, but the owner ([redacted]) refuses to change the discount.

Review: I took my truck for detailing and it was not done properly so returned the next day for redo. I also asked to have outside buffed. They took 12 hours and buffed paint off my show truck in three spots and stole the key to it. To repaint and rekey is $6000. And told me "to call the f*ing cops if I had a problem"Desired Settlement: Re-key my truck and repair paint damage.

Business

Response:

Mr. [redacted],Thank you for your recent feedback and I want to apologize for the negative experience you had at our facility in Mesa. Here at Francis and Sons we are a neighborhood car wash and strive to provide the highest level of customer service. Obviously in this instance we fell short of your expectations.I would be happy to meet with you and take a look at your vehicle in order to resolve this issue. Please feel free contact me on my cell phone ###-###-#### anytime. Again here at Francis and Sons we value you as a customer and I look forward to meeting with you. Thank you,[redacted]Francis and SonsGeneral Operations Manager

Review: I am from Texas and went to the Scottsdale Francis and Sons car wash. I paid for a car detail and when when I headed back home to Texas I realized that my registration and inspection stickers were removed from the windshield. I called the establishment and talked with a manager who said that he would look into the matter. He did not follow up with me. When I called back he said that I would have to talk with the general manager (a guy by the name of**). I called ** and he said that he would also look into the matter. ** said that his employees were instructed by me to "remove all stickers from the vehicle". He also stated that it was not their policy to remove stickers unless the customer requests. Therefore "the owners" did not believe that they were liable to cover the cost of replacing the stickers (about 120.00). I explained to ** that that the stickers were still up-to-date and that I would not only have zero reason to have them removed but that I would gladly send him proof of this fact. I received an e mail today stating the same position as above and only after leaving a message on the company's website. ** the general manager has refused to put me in contact work the owners to resolve this matter.Desired Settlement: A written apology. We were in Scottsdale for cancer treatment and this experience and the lack of follow comprehensive attention to this and the poor customer service had made our difficult stay in your city even more difficult.

Business

Response:

First, I would like to thank you for allowing me to officially respond to this complaint and to have a chance to resolve this issue. Francis and Sons is a neighborhood car wash and we value your comments and take care of our customers. I first was made aware of this issue by [redacted], She instructed me that this was her vehicle and explained the problem to me. I informed her of our company policy and that it states, we do not remove any stickers from the vehicle unless instructed by the customer. I told her I would investigate the issue with the manager and employees involved and would get back with her in a couple of days.

Upon my investigation, I found that our service advisor wrote on the vehicles window, remove stickers from window, and that you informed the detail technician to remove the stickers also, I then received a phone call a few days later, from you asking what we were going to do about this issue. After you explained to me who you were and what the concern was about, I then explained our policy for removal of window stickers also. You sent me a picture of your state inspection receipt and I informed you I would inform the owner about the situation and their position was the same as I had informed you in our telephone conversation. I then sent you a response to your complaint on our web site, again explaining our position on this issue.

I can understand you frustration and as a courtesy to you, I would like to offer you a wash and detail service in the same value of the cost of you state inspection sticker of $120. I understand that you do not live Arizona, but my offer stands whenever you return to Arizona.

Thank you,

General Operations Manager

Francis and Sons LLC.,

Review: On July 3, I took my [redacted] through their automatic car wash. Somehow one of the machines tore off my 3rd rear break light bar. I talked to GM and he said they would help me find a new part, but he didn't think owner would pay. I took it to my mechanic and he said no way did the part just fall off. I called the GM and he became very rude. I asked for his bosses # and he gave me the wrong one. I finally got a hold of [redacted]s secretary and she called me 3 times and said they were deciding what to do. They then asked for my vin number and I asked why and she said it was to order the part and that they were going to replace it. I told her that I didn't want them to do it the work themselves as I wanted the work guaranteed by a body shop. She said she would get back to me. I have called and left messages, but they now wont return my calls. I have photos and it hasn't been repaired.Desired Settlement: I would like them to pay to have it replaced and fixed by a reputable body shop or [redacted] Dealer.

Business

Response:

August 24, 2015Revdex.com[redacted]Re: Complaint #[redacted] To Whom It May Concern:I met with [redacted] on July 3, 2015 at the location where the alleged damage happened. [redacted] had left the facility and realized that her rear brake light cover was missing so she returned to the carwash to see if it happened there. The site manager went to inspect in the wash tunnel and he located the brake light cover by the air dryers and brought it out to [redacted]. At that point I was very clear that the company would not be paying for the repairs to the vehicle for the following reasons: 1. The plastic brake light cover showed aging and sun damage. After all it is almost 11 years old. 2. Where the screws go, there were some small cracks that to me showed signs of over-tightening which only gets worse with time. Also the seal (because of the age) had lost its’ adhesiveness which made the cover separate from the base. 3. Most importantly, I showed her that we have two signs clearly marked that Francis and Sons is not responsible for loose parts that could come off during the wash process. [redacted] understood and she expressed her concern with the brake light not being operational as she was headed out of town and her other rear tail light was also out. I sent her over to our lube shop and had the manager replace the bulb free of charge. In addition I offered to locate a used or after market replacement part and I offered to install it at no charge, she would only pay for the part. She thanked me but declined and said her mechanic would fix it and he could do the same. I told her that there would be no money in it for him as he does that for a living and I would be doing it as a courtesy only. It is standard to mark up parts at mechanic shops. She said he would take care of it as they had a long time relationship. A few days later [redacted] called me very upset and demanded that Francis and Sons pay for the repairs. I reminded her of our conversation and instead she became even more upset. We went one step further and are willing to order the after market part and install it as a courtesy to finalize this claim. In conclusion, we stand by our original assessment that the part was loose and that is why it fell off during the wash. [redacted] called [redacted] on 8-24-15 but his call has not been returned. However, we are still willing to replace the part with an after market one not as an admission of guilt but as a customer courtesy only. Sincerely, [redacted]General Operations ManagerFrancis and Sons LLC.

Review: I went to Francis and Sons Car Wash and garage to have my oil changed on my 2003 [redacted] here in Glendale Arizona at [redacted]. I during the oil change process was repeatedly asked if I would like to have my transmission fluid exchanged (Flushed) I explained to the service manager two different times in ten minutes that my cars transmission fluid had been recently changed by [redacted] of Henderson in Las Vegas and my transmission was running well with no issues or leaks. He seems to be visibly annoyed at my refusal.I paid after the oil change and left to go back to my hotel nearby their shop (I am here in Phoenix on business until next Thursday Feb 27th 2014. After getting to my hotel and going inside I returned to my car a few hours later in the hotel parking lot and noticed a large pool of transmission fluid under my vehicle. I have not had any transmission issues or leaks and I did just ck the fluid level this morning after my long drive to Phoenix from LAs Vegas and it was full and had no leakage of any kind. I can only come to the conclusion that after my repeated refusal of transmission service from the service advisor and other mechanics they tampered with my car in some way. Luckily I noticed this leak or I could have permanently damaged my vehicle, I am now in a bad situation being stuck here in Phoenix with a damaged vehicle leaking vehicle and not sure how to proceed. I need immediate assistance. Please help me.Their shop invoice number for my oil change was: [redacted]My Car is a silver/grey 2003 [redacted] Nevada plate [redacted] (They have it listed on their receipt as an Arizona plate)Desired Settlement: I want this leaking situation immediately repaired at different shop then the one I went to. I am here and stuck and afraid to drive this vehicle home. Please help me![redacted]

Business

Response:

When Mr. [redacted] submitted his complaint to the Francis and Sons page, I [redacted](District Manager for Lube Operations at Francis and Sons) contacted Mr. [redacted] to stay on top of the situation. I called Mr [redacted] on Sunday Feburay 23rd at 11:30am. Mr. [redacted] did not answer the phone and a messesge was left Identifiying who I was and what I was calling about. Here at Francis and sons we strive on quality of servcie and exceptional customer service. I would like the oppotunity to inspect the [redacted] that Mr [redacted] had serviced, so I can determine what may be leaking on the vechicle. I have made a second attempt to contact Mr. [redacted] today (Febuary 25th) at 2:37 pm and I left a second messege for Mr [redacted] to please return my phone call. I would like the chance to work with Mr [redacted] and see if together we can come up with some type of resolution to this situation.

Thank you,

District Manager

Lube Opeations

Francis and Sons

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