Francis & Sons Car Wash

Review: On 6/8/13 I agreed to a promotion "unlimited managers special wash" and paid $24.95. The seller provided a verbal review, never disclosing my credit card would continue to billed every month. He gave me the "terms and conditions" that was covered by my receipt. When I noticed my credit card was automatically used for same service in July, I went to carwash and inquired. I was told I would have to cancel on the internet and they took no responsibility for having covered up the terms and conditions with a copy of my receipt at time of purchase. On July 11, I cancelled this on the internet and have a copy of such. In August, once again my credit card was billed. On August 13, I spoke in person with [redacted] who assured me he would talk to the mgr and call me that day. I never received a call and returned to the carwash the next day on August 14 and talked with Sal who gave me the mgr's contact number to call and told me I might have to go to my bank and have them take care of this problem . My wife called the mgr "[redacted]" and left voice mails twice on August 15th without receiving a response. Today is August 18th and my wife or I have not received any response. I do not agree that I should have to go to the bank to resolve this and potentially be charged more money when I have done what I was told to do to resolve this.Desired Settlement: I would like a full refund of $24.95 as charged in August after my cancellation.

I would like to be reassured my credit card will not be charged in the future.

I would like to be reassured they adhere to their own terms and conditions with full disclosure so others do not become victim to their deceptive practice.

Business

Response:

To Revdex.com

Att. Marissa Fellows

We at Francis and Sons are a neighborhood car wash always willing to go the extra mile for our customers that being said I have spoken to [redacted] on his concerns and have come to a resolution that will resolve these issues. I did explain that I did try to contact him and left a couple of messages without any luck. My apologies once again.

Regards

[redacted]

Operations

Francis And Sons LLC

Consumer

Response:

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.

Although Francis and Sons Carwash and myself have reached a resolution, the comments regarding making unsuccessful attempts to reach me and leaving messages is not accurate. The fact remains, my calls went unanswered until you received this complaint. Please use this as an opportunity to strive to problem solve with customers before they feel forced to take this step.

Regards,

Review: Location: [redacted]. I was there this Sunday 10/26/14 I left my car there for 3 hrs while I shopped, I paid $20. and all I got was exterior wash & vacuum! windows not cleaned, interior was all dusty, no dressing, tires were not done NOTHING Else WAS DONE! when I complained I was asked where? I pointed it all out, I told them my car had been there for 3 hours ans I had to leave I didn't have time to sit there and wait just wanted my money back. I had a cart full of groceries I requested the Manager. 4 employees looked for this manager while I walked from one door to next because I was checking on my 7 year old daughter standing in the middle of a Walmart parking lot with a cart full of groceries because the cart locked up on me. The manager was located 10 minutes later, by that time I was extremely upset and because I was upset he would not give me the time of day refused to give me my money back, I tried to explain why I was upset and that my daughter was alone in the parking lot.He said "that's not my problem"! he walked away while I was talking I cursed at him, then crumbled up my receipt and said "I not giving you your money back not giving you anything".Desired Settlement: I would like to get my money back, this is theft in my book services not rendered!

Business

Response:

To Whom It May Concern:I was made aware of this complaint as [redacted] also left a similar complaint on our web page. I immediately contacted her and advised her that the location she visited is no longer a Francis and Sons Car Wash. That facility was sold 3 months prior to her visit. She did respond via e-mail and was very nice and apologetic. Also, she said that she would retract her comments but I would imagine at the time there was no way for her to retract this one on the Revdex.com server.I respectably ask that you please remove this complaint from our file asap again as this is not our location. If you need further information please contact me at [redacted].Thank you,[redacted]Francis and 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,

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.

The poorest customer service skills I have seen anywhere in quite some time. From the manager at the car wash ([redacted]. location in [redacted]) up to the District Manager of the West Valley, it is obvious they have had no managerial training. In my opinion, time -- and only time -- earned them these positions. Their idea of resolving issues is by giving away free car washes. Yeah, very original. Absolutely rude and I oblivious as to customer relations.

Review: requested to have my car wash ONLY at the lowest price advertise, when I received my receipt they had charge me for a VIP and complete interior. I informed them that was not what I requested and that they should credit me back. They sent me to the cashier, who ignored me and did not resolved my issue. I am 82 years old and this is elderly abuse.Desired Settlement: I would like for them to credit my account in the amount of 180.00 for services that I did not request.

Business

Response:

To Revdex.com

We at Francis and Sons area neighborhood car wash always willing to go the extra mile for our customer that being said that the work in question was done at the time payment was rendered and could have been stopped by the site mgr if the customer would have informed them that she had changed her mind on the detail service prior to the work being started or completed which to the best of my knowledge did not happen. Unfortunately we are unable to refund any funds due to work being completed .

Regards

[redacted]

Operations

Francis And Sons LLC

Review: I paid for a basic car wash and the front still had stuff stuck to It and the sides of the car has stuff still on it took and three inside still was dirty and a employee named [redacted] said it was because I only paid for a basic wash. I notice it doesnt matter What wash you pay for it is still dirty but how unpRofessional.Desired Settlement: Refund they should clean the car no matter what wash you pay for.

Business

Response:

To Revdex.com

Att. [redacted]

Let me start by apologizing for falling short expectations as well our own we at Francis And Sons are a neighborhood car wash always willing to go the extra mile for our customers. That being said if you would please contact me so that I may gather some information to better address your concerns I would greatly appreciate the opportunity to make this right. If you could contact me at ###-###-#### once again I look forward to speaking with you and my sincere apologies for the poor service.

Regards

[redacted]

Francis And Sons LLC

Review: On October 3, 2012 I took my car into this car wash. I paid $12.99 for the standard wash...includes vacuum, wipe down interior, and basic wash, no frills. When I was called out to the car, I noticed long, strings of something all over the bumper from the driver side, to the back, to the passenger side. I scratched it with my fingernail and it came right off. The employee said he could fix it and proceeded to wipe it with a rag. Then he said it wouldn't come off. Again I wiped it lightly with my nail and it came right off. He tried with his finger and it came off. We went to the passenger side and saw a fresh scratch in the back passenger door. The employee felt it. It was very rough around the edges, fresh white color where it had scratched. I asked for my money back and the name and number of the owner. Another employee was called out. I went through the same thing with him, showing him the stuff on the bumper, the scratch. He rubbed the bumper with his fingers and it rubbed right off. He felt the scratch then proceeded to tell me it didn't come from their equipment or else every car would have full length scratches on them. I again asked for my money back, said I would rewash it myself, and give me the name and number of the owner. He went to go get someone else. I went inside and asked the cashier for the name and number and for my money back. She left to go get someone else. A man who identified himself as the manager talked to me. I showed him the stuff on the bumper, the scratch, some more dirt on the hood. He said that should come off when it goes through the tunnel and would put it through again. He also offered to buff out the scratch. I told him just give me my money back and I would rewash it myself. He tried buffing out the scratch and it didn't come out at all. While he was buffing the scratch, I went inside and watched as other cars went through. There were twigs, rocks, and one of the long wash strips laying on the ground. I get home and as the sun hits the windshield, I can see where they didn't even clean the entire window. I also see a ding out of the paint on the trunk, dirt and paper bits in the dash/cup holder area. I took pictures of the damages to the car. I called the GM (the only contact they gave me). He returned my call shortly thereafter. He wanted me to bring the car back to the car wash for him to look at. I told him he could come to the house and look at it; I was not going back to his place of business. He said no. I told him my husband would contact him when he gets home. (After hearing words like "alleged" and a statement such as "I don't know how you can tell if a scratch is new, but..." I want nothing to do with the business.) Unfortunately, I didn't check [redacted] until AFTER the fact, or I would have seen that there are numerous complaints against the company.Desired Settlement: Pay the cost of filling the chip in the window, the ding in the trunk paint, and the cost to fix the scratch. (I do NOT want it fixed by that company since they proved to be unsuccessful in just washing it, but want it repaired by a professional who isn't going to cause damage.)I was refunded the cost of the wash so I will rewash the car myself, which would resolve the issue of the car not being washed properly.

Business

Response:

We at Francis And Sons are a neighborhood car wash always willing to go the extra mile for our customers that being said I did speak with Mrs [redacted] immediately that same day regarding her concerns on the alleged damage. We did give her a refund of the wash as requested and I did attempt to set an appointment to meet with her in the coming days to once again address her concerns regarding the alleged damage. She stated that she would not meet me at our location but insisted that I come to her house to veiw the alleged damage. I stated it was not proper procedures or professional for us to go to a customers home for the safety and security of both parties. As our phone conversation ended she stated that her husband would be giving me a call. Mr [redacted] did call and leave me a message to return his call but did not leave a return phone number. I would appreciate an opportunity to meet with our customers regarding their concerns.Regards[redacted]Op[erationsFrancis And Sons LLC

Consumer

Response:

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.

My husband did call. The business says he did not leave a call back number. However, business called the house on the very number they say they didn't have. My husband called again yesterday and left the same number they already called on, asking them to call back after 6 pm due to his work schedule. We will see if they call. However, any repair made by the company will not be acceptable as they have already caused damage to the vehicle. The only thing that will be accepted is having an outside company repair the damage with the car wash making payment directly to the place that does the repairs.

Regards,

Business

Response:

In response to Mr And Mrs [redacted] I did meet with Mr [redacted] to discuss their concerns and have hopefully answered all their questions regarding this matter. I did offer our customers a full detail service as a courtesy to demonstrate good customer relations in which Mr [redacted] will consider and let me know in the near future.Regards[redacted]Op[erationsFrancis And Sons LLC

Review: My truck received damage when it was washed on the rear panel of the bed and the top of the guard rail. My truck is brand new 2013 Chevy Silverado. When I left the car wash I went to a family get together where my family was just seeing my truck for the first time. That is when I noticed the swirl scratches about 18" long that wraps around the back of my truck bed, as well as the scratches on the top rail. The next morning I drove back to the car wash to discuss with the owner/manager and was totally blown off. The supervisor looked at it and immediately started making ridiculous comments: how do I know that didn't happen at [redacted], or maybe someone who wears a name badge was reaching into the bed of the truck and slid down it. I told the supervisor that his comment didn't make sense and even suggesting these types of scenario's meant he wasn't the right person to discuss this with. I asked for the owners name and number, to which he replied he's not available. He suggested I go on the Internet and list my complaint. I asked him if he was refusing to give me his bosses name and number and after 15 or 20 minutes more of discussion, he agreed to call him. He came back and said he left him a message to call right away and explained the situation. After another 20 minutes, I went to the service desk and left my name and number with the girl who was there when they washed my truck as well, during the discussion with the supervisor who was not available at that time. I told her to pass on my name and number , with my comments that if I didn't receive a call back that day, I would be escalating this because I wasn't going to just be ignored and go away. She assured me that she would pass on my information. I still haven't received a call back and it's been 3 days.Desired Settlement: The top rail needs to be replaced on my truck bed and the scratches need removed. It might be able to be buffed out, but I'm not sure. I also live outside of [redacted] and because I was blown off I would expect to be compensated for gas expense.

Business

Response:

[redacted]

July 13, 2013

Mr. [redacted],

First I want to apologize for the negative experience you had at Francis and Sons Carwash. I look forward to discussing this matter further with you. In order for me to investigate this case I will need more information. It's not fair for you or Francis and Sons for me to make a decision on this case until we have done so. Please contact me at your convenience on my cell ###-###-#### so that we can come to a conclusion quickly. Thank you for using Francis and Sons and we appreciate you as a customer.

Regards,

Francis and Sons

Review: On 9/2/13 I had just returned from a roadtrip and although it was raining, I needed to get the exterior of my car washed. The person at the entrance to the car wash told me to give him $5, and I could drive it through the wash myself, so that's what I did. The workers did not remove my antenna, nor did they tell me I needed to remove my antenna.

The car wash not only snapped off my antenna, but dislodged the casing that attaches the antenna to the roof of my car. I didn't notice the damage until about thirty minutes later. I noticed that the antenna was missing and that the casing was loose.

I retuned to the carwash and spoke with [redacted], the manager on duty. He found my broken antenna inside their car wash, yet he told me they were not responsible for antennas and there was nothing he could do for me. It is clear that the pressure from the wash not only snapped off the antenna, but also caused the casing to become dislodged. [redacted] insisted that it was because of the age of my car and sun damage to the rubber gasket, not from anything the car wash did, even though he was holding the snapped off piece of antenna in his hand.Desired Settlement: I would like for Francis & Sons to cover the cost of repairing the antenna casing to the roof of my car. I will be obtaining an estimate from the dealer this week.

Business

Response:

Thank you for bringing this to my attention. As we have already spoken I look forward to meeting with you on Saturday and resolving this issue. Like I mentioned to you on our phone conversation, we will meet and if the antenna is not sun damaged we will fix this for you. However if it has previous damage, I will definitely work with you with services as a courtesy. Again thank you for the opportunity to make this right.Warm Regards,[redacted]Francis and Sons

Consumer

Response:

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.I met with Ignacio, a representative of Francis & Sons car wash. He was unwilling to accept responsibility for the cost of repairing the antenna on my car stating they had signs posted to remove the antenna. Stating that because of the age of my car (7years) and the worn rubber pieces surrounding the antenna, it was not their fault the metal snapped and pulled the entire antenna casing loose. He offered some free services but I have no desire to return to their establishment. The estimate I received to repair the damage is $500 and Ignacio said directly that they would cover any cost of repair. The fact is, I went in to their car wash with an antenna, came out with out an antenna and damaged casing/roof and the car wash is unwilling to accept any responsibility. I did not go there with the intention of driving through the car wash, but since it had just started raining the employee who was working there convinced me to. Since I never stepped out of my car, they should have known to remove the antenna. Regards,[redacted]

Business

Response:

I met with Mrs. [redacted] and her husband at her convenience even prior to receiving her first complaint on the Revdex.com. She had sent an email to our corporate office and I contacted her and made an appointment with her. We scheduled the meeting to verify that there was or was not any prior sun damage to the antenna base and the rubber part of the antenna. On the phone she understood that Upon inspection of the antenna the antenna was dry rotted and was flaking of in my hand and both Mrs. [redacted] and her husband witnessed that. As for the base of the antenna, it did not seem in anyway damaged to me, but it was missing half of the rubber seal molding that goes around the base of the vehicle, and the half that was still there also was sun cracked and dried out. It too was falling apart and turned my hand black just from touching it. All of this damage was not caused from the car wash equipment, but rather from the sun, and normal wear and tear. The antenna has a spring on it, and yes the spring broke even though it's flexible. Regardless of all of the facts, we do not believe that we are responsible for the antenna and the antenna base. However, as a courtesy only to Mrs. [redacted] I would like to offer to purchase an antenna for her vehicle as a final settlement. I feel this is a suitable resolution to this and look forward to resolving the matter. Warm Regards,[redacted]Francis and Sons Carwash