Hospitality Car Wash

THEY DAMAGED MY CAR! I came in here Saturday morning and paid $for the deluxe cleaning of the exterior and interiorafter waiting over an hour I received my car, not only was it a horrible wash job and there was still dirt on the car and the inside was not wiped down and had water marks everywhere but they scratched my screen on my dash badly! My car is a new and had no scratches beforeIt was so bad I immediately noticed it and showed the guyHe just said no no you did it and I had to get a managerThe manager tried to clean it, it was a deep scratch not a smudge!! Then I had to get the ownerHe basically told me screw you you cant prove itHe refused to even refund me for the money I spentIt will be $for me to fix my screen and they are refusing to pay for it.The owner just laughed at me and said " Im not giving you your money back or paying for it, good luck proving anything" and threw my receipt at me

Initial Business Response / [redacted] (1000, 16, 2015/10/19) */ Hi [redacted] I apologize for not getting back to you sooner, the email address that you first contacted is old and no longer being used at our companyI have been out of the country to attend to personal family matters I regret the incident that took place and I do believe we are not at blame for damages to the customer's carOn August 26th a young male came to our business and purchased an oil change, this comes with a free car washI believe the car was already damaged before it was brought in and the customer possibly had not noticedAfter being serviced at our business the young male brought it to the attention of our on site manager, [redacted] that there was damage done to his vehicleOur company policy for any sort of situation like this is to let the customer know that we have cameras all over our facility that capture angles of a vehicle before and after it leaves our facilityIn the event of an issue such as this the customer is welcome to sit with our owner and review the video, and if the damage takes place at our facility we are happy to accept responsibility and pay for the damages [redacted] told this information to the young male customer, however the customer was very angry and unwilling to cooperate because he believed we caused the damage to his car and demanded the service be given freeIt is not our policy to do this until a review of the security video has been done with us and the customer together in our officeWe save our video for weeks to give ample time to the customer to come to us when they are free and watch the footageUnwilling to cooperate, [redacted] told him that he cannot let him go without payingThe young male customer became very angry and verbally abused [redacted] in front of other customersHe then called his mother [redacted] and she arrived at our carwash [redacted] agreed to cooperate and came to our office and watched the video of her son's car coming in and getting serviced at our facilityWith her watching with us, no one was able to see anywhere or any point in the footage where damage did or could have occurredShe was unable to find out how the damage occurred to her son's vehicle but kept on insisting that the damage was not there when the vehicle first came inWhen the truck arrived at our facility it had been dirty (possibly hiding the damage) and seeing as she was not the one to bring it in, we cannot accept responsibility for the damageNeither her nor her son could show us where in the footage or where on our property such damage could have occurredI have been running this business for a long time and am confident in saying this damage was not done at our facility and the customer must be mistaken We explained to the customer and his mother that we cannot give them the service for freeThey were very unhappy and the situation escalated when the male customer called several young male friends and they arrived at our carwashNo one was willing to cooperate with us, we tried to explain that the type of damage done to the car could not have taken place with any of our equipment as shows in the footageThe situation became very disruptive to our other customers, such a thing is bad for our businessWith no other option [redacted] called the police and officers arrived at our carwash shortly after Officers arrived at our facility and walked around the property and saw the lube shop and carwash tunnel where the car was servicedThey talked to both the customer and his mother and us and were unable to conclude that the damage had occurred at our businessThe police explained to the customer and his family and friends that if they can show him what kind of equipment on our facility can do this type of damage he can have something to talk to us about and investigateUnable to find anything like this the officer told everyone they must pay for the service they purchased Again I regret that this situation ever took place, but we had no other choice as the customer was unwilling to reason with us If you have any questions please contact me, and to verify any of this independently with the Temecula Police Department as an officer came and saw everything for himself Again I am sorry for the delay in response, we must have forgotten to update our contact info with the Revdex.com when we stopped using [redacted] @aol.comWith all this in mind I ask that you please reinstate our grade A standing, I am open to discuss this at any time Thank you for your time Thanks, [redacted] XXXXX [redacted] Rd Temecula, CAXXXXX XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because there are many accusations in his side of the story To begin,the cashier Mr [redacted] was verbally abusive to my son prior to my arriving to inspect the damage so this was the main reason he called me to come down to the car wash and help rectify the situationMy son then called the police non emergency number to report the damage and was told by the dispatcher that police only come to accidents that are not located on private partyHe called while I was en route to the carwashMr [redacted] was apparently in his face threatening himThe truck has a several inch gash down the right rear quarter panel with what looks to be orange paintThe paint is scratched all the way down to the metal and is dented where something looks to have fallen against itThe truck is otherwise immaculate with no other blemishesIt is an GMC Sierra His truck was not dirty contrary to their description and he came to the business for an oil change onlyHe specified that he didn't want a car wash because he thought that it would be too expensive for the car wash and the oil change being years old and paying for it himself but they ran it through the wash anyway When I arrived, my son and I tried to show the damage to the manager and we asked to review the tapes to see where the damages occurredThe cameras are all set up at such an angle that you can't see the right side of the vehicle once its inside the shopI saw clearly that the truck had no damage as it is being pulled into the oil change facilityFrom there the angle of the camera makes it impossible to see what is happening The only other people there was my sons friend who he takes home from school and another boy from his school that got his oil changed there that day as wellHis friend was the one to recommend this place to my son in the first placeMy son did not call his friends and there was no disruption other than my son asking for his car keys I asked for their insurance information and he told me no, that my insurance would have to get thatI called my insurance and reported it immediately and then took pictures of our vehicle and the actual car wash facilityThey then told me to pay and overcharged us from the original quote of The new total was $43? I told them that I was not going to pay an overinflated charge especially since they damaged our vehicleThey then called police because they said they were being "threatened" and I didn't agree to pay the billThis was after 5:pm so it was just them and I in the business since it had been closedThere was no disruption or sceneThe officer was very nice and after he spoke to me he said that since I couldn't show him exactly which machine damaged is truck that I had to just go through my insurance which we are doingHe also said they told him I was lying and my son as wellI have never been in any type of situation like this in my life and hope I never have to be againTo see how these people can accuse us of damaging the truck and then blaming it on them is ludicrous! I will never use this shop again and hope that it doesn't happen to anyone elseI know they have many terrible reviews on yelp from other people like me that have had bad experiences there and I hope that helps you make a decision on their business ratings in the future Final Business Response / [redacted] (4000, 20, 2015/10/20) */ Mr [redacted] did not verbally abuse her son, or get in his face or threaten him in any wayOur employees do not behave in this way, such a thing would be horrible for our business and we would take swift action if anything like this occurredAs the customer mentioned she was not there when Mr [redacted] allegedly verbally abused her sonI would rather not go into a back and forth over who said what as it cannot be proved The cameras we set up are put in angles to watch a car in the entire process as it goes through our facilityThe specific angle of the camera may not have satisfied the customer, however as she described the damage looks as if something had fallen against the vehicleSuch a thing would have been clearly seen with the camera set up we haveThe customer reviewed the tapes and toured our entire facility, both the oil lube where the car was serviced and the wash tunnel the car went throughThere was nothing found to have done this type of damage, at no point could a object have come into this type of contact with a vehicle and done this damage without the cameras catching itThe police officer similarly agreed and explained to the customer after he looked around that unless they can say what could have caused the damage, it can't be concluded that the damage occurred at our facilityIt was just not possible with our equipment As the customer mentioned she could not show what caused the damage and nothing was seen to perform the type of damage she describedOur policy is that if we are at fault we give the customer our business insurance informationHowever if we are not at fault we ask that the customer contact their insurance who will in turn contact us and sort it outThat is our policy and this was explained when our insurance information was asked for In regards to the overcharging for the service, once you enter our carwash and come up to the oil lube there is a sign right at the entrance that states a breakdown of our base price for a oil change as so: $(without tax) for up to quarts of oilAny additional oil on top of the quarts is chargedIn the original complaint it was mentioned that we gave a price of $30.00, now it is being stated we offered it for $We do not charge customers extra and what we charged was for a basic oil change at our business as the customer receivedThere was no additional charge for the wash, it comes free with the basic oil change In regards to the Yelp reviews, it is inevitable that some people will come here and be upset with the service as things happenThere have been instances where a situation occurred at our facility and we were at fault, we were happy to cover everythingThere have been other instances where we were not at fault but were unable to convince the customer of thisWe cannot simply pay for damage every time a customer thinks we are responsible, if the damage does not occur at our facility we can't cover itIf we are at fault we gladly cover the expensesNaturally, a upset customer is much more likely to user services like YelpThis is part of business, there are still many customers that come to our business and refer others to our facility I regret that the customer had a bad experience at our business and if she or her son feel offended in anyway I apologizeHowever we do not verbally abuse our customer or overcharge them, nor were we responsible for the damage that took place to the customers vehicleTo resolve this we can offer the customer a discount of 15% on a future visit, simply come to our facility and meet me and try our services again Final Consumer Response / [redacted] (4200, 22, 2015/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the response but I feel that this will be nothing more than a back and forth argument between two sides who feel equally offendedThere is no way to correct the damage that has been done and the words exchanged in this matterI feel strongly that the damage occurred there and my son was treated unfairly and then falsely accused of behavior that simply did not occur.I will no longer be responding to this matter as it is not productive on either end

THEY DAMAGED MY CAR!
I came in here Saturday morning and paid $for the deluxe cleaning of the exterior and interiorafter waiting over an hour I received my car, not only was it a horrible wash job and there was still dirt on the car and the inside was not wiped down and had water marks everywhere but they scratched my screen on my dash badly! My car is a new and had no scratches beforeIt was so bad I immediately noticed it and showed the guyHe just said no no you did it and I had to get a managerThe manager tried to clean it, it was a deep scratch not a smudge!! Then I had to get the ownerHe basically told me screw you you cant prove itHe refused to even refund me for the money I spentIt will be $for me to fix my screen and they are refusing to pay for it.The owner just laughed at me and said " Im not giving you your money back or paying for it, good luck proving anything" and threw my receipt at me

I took my Audi Athe above mentioned car wash I have been taking my vehicles for years I also take my BMW there Although, they have done a satisfactory job, this time was horrible I understand that there is never a perfect car wash which I’m OK with Your vehicle is bound to get dirty I have never complained about some of the bad car washes I have received I have always tipped well because it’s a difficult job They are a bit pricey but I pay for the convenience being so close to my house Before I take my cars in for a wash I do a once over, so that there are no surprises This time after getting my car was the paint was scratched on my fender I contacted the supervisor, *** ***, hoping he would resolve the situation since the scratch was not there and I have been a long time customer To my surprise he denied that it was there fault and had the tenacity to say I hit something He was rude and offered to show me the tapes Now I’m not trained to look an

Initial Business Response /* (1000, 16, 2015/10/19) */
Hi [redacted]

I apologize for not getting back to you sooner, the email address that you first contacted is old and no longer being used at our company. I have been out of the country to attend to personal family matters.
I regret the...

incident that took place and I do believe we are not at blame for damages to the customer's car. On August 26th a young male came to our business and purchased an oil change, this comes with a free car wash. I believe the car was already damaged before it was brought in and the customer possibly had not noticed. After being serviced at our business the young male brought it to the attention of our on site manager, [redacted] that there was damage done to his vehicle. Our company policy for any sort of situation like this is to let the customer know that we have cameras all over our facility that capture angles of a vehicle before and after it leaves our facility. In the event of an issue such as this the customer is welcome to sit with our owner and review the video, and if the damage takes place at our facility we are happy to accept responsibility and pay for the damages.
[redacted] told this information to the young male customer, however the customer was very angry and unwilling to cooperate because he believed we caused the damage to his car and demanded the service be given free. It is not our policy to do this until a review of the security video has been done with us and the customer together in our office. We save our video for 2 weeks to give ample time to the customer to come to us when they are free and watch the footage. Unwilling to cooperate, [redacted] told him that he cannot let him go without paying. The young male customer became very angry and verbally abused [redacted] in front of other customers. He then called his mother [redacted] and she arrived at our carwash. [redacted] agreed to cooperate and came to our office and watched the video of her son's car coming in and getting serviced at our facility. With her watching with us, no one was able to see anywhere or any point in the footage where damage did or could have occurred. She was unable to find out how the damage occurred to her son's vehicle but kept on insisting that the damage was not there when the vehicle first came in. When the truck arrived at our facility it had been dirty (possibly hiding the damage) and seeing as she was not the one to bring it in, we cannot accept responsibility for the damage. Neither her nor her son could show us where in the footage or where on our property such damage could have occurred. I have been running this business for a long time and am confident in saying this damage was not done at our facility and the customer must be mistaken.

We explained to the customer and his mother that we cannot give them the service for free. They were very unhappy and the situation escalated when the male customer called several young male friends and they arrived at our carwash. No one was willing to cooperate with us, we tried to explain that the type of damage done to the car could not have taken place with any of our equipment as shows in the footage. The situation became very disruptive to our other customers, such a thing is bad for our business. With no other option [redacted] called the police and officers arrived at our carwash shortly after.
Officers arrived at our facility and walked around the property and saw the lube shop and carwash tunnel where the car was serviced. They talked to both the customer and his mother and us and were unable to conclude that the damage had occurred at our business. The police explained to the customer and his family and friends that if they can show him what kind of equipment on our facility can do this type of damage he can have something to talk to us about and investigate. Unable to find anything like this the officer told everyone they must pay for the service they purchased.
Again I regret that this situation ever took place, but we had no other choice as the customer was unwilling to reason with us.
If you have any questions please contact me, and to verify any of this independently with the Temecula Police Department as an officer came and saw everything for himself.
Again I am sorry for the delay in response, we must have forgotten to update our contact info with the Revdex.com when we stopped using [redacted]@aol.com. With all this in mind I ask that you please reinstate our grade A standing, I am open to discuss this at any time.
Thank you for your time.

Thanks,
[redacted]
XXXXX [redacted] Rd.
Temecula, CA. XXXXX
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 18, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because there are many false accusations in his side of the story.
To begin,the cashier Mr [redacted] was verbally abusive to my son prior to my arriving to inspect the damage so this was the main reason he called me to come down to the car wash and help rectify the situation. My son then called the police non emergency number to report the damage and was told by the dispatcher that police only come to accidents that are not located on private party. He called while I was en route to the carwash. Mr [redacted] was apparently in his face threatening him. The truck has a several inch gash down the right rear quarter panel with what looks to be orange paint. The paint is scratched all the way down to the metal and is dented where something looks to have fallen against it. The truck is otherwise immaculate with no other blemishes. It is an 02 GMC Sierra.
His truck was not dirty contrary to their description and he came to the business for an oil change only. He specified that he didn't want a car wash because he thought that it would be too expensive for the car wash and the oil change being 17 years old and paying for it himself but they ran it through the wash anyway.
When I arrived, my son and I tried to show the damage to the manager and we asked to review the tapes to see where the damages occurred. The cameras are all set up at such an angle that you can't see the right side of the vehicle once its inside the shop. I saw clearly that the truck had no damage as it is being pulled into the oil change facility. From there the angle of the camera makes it impossible to see what is happening.
The only other people there was my sons friend who he takes home from school and another boy from his school that got his oil changed there that day as well. His friend was the one to recommend this place to my son in the first place. My son did not call his friends and there was no disruption other than my son asking for his car keys.
I asked for their insurance information and he told me no, that my insurance would have to get that. I called my insurance and reported it immediately and then took pictures of our vehicle and the actual car wash facility. They then told me to pay and overcharged us from the original quote of 24.99. The new total was $43? I told them that I was not going to pay an overinflated charge especially since they damaged our vehicle. They then called police because they said they were being "threatened" and I didn't agree to pay the bill. This was after 5:00 pm so it was just them and I in the business since it had been closed. There was no disruption or scene. The officer was very nice and after he spoke to me he said that since I couldn't show him exactly which machine damaged is truck that I had to just go through my insurance which we are doing. He also said they told him I was lying and my son as well. I have never been in any type of situation like this in my life and hope I never have to be again. To see how these people can accuse us of damaging the truck and then blaming it on them is ludicrous! I will never use this shop again and hope that it doesn't happen to anyone else. I know they have many terrible reviews on yelp from other people like me that have had bad experiences there and I hope that helps you make a decision on their business ratings in the future.
Final Business Response /* (4000, 20, 2015/10/20) */
Mr. [redacted] did not verbally abuse her son, or get in his face or threaten him in any way. Our employees do not behave in this way, such a thing would be horrible for our business and we would take swift action if anything like this occurred. As the customer mentioned she was not there when Mr. [redacted] allegedly verbally abused her son. I would rather not go into a back and forth over who said what as it cannot be proved.
The cameras we set up are put in angles to watch a car in the entire process as it goes through our facility. The specific angle of the camera may not have satisfied the customer, however as she described the damage looks as if something had fallen against the vehicle. Such a thing would have been clearly seen with the camera set up we have. The customer reviewed the tapes and toured our entire facility, both the oil lube where the car was serviced and the wash tunnel the car went through. There was nothing found to have done this type of damage, at no point could a object have come into this type of contact with a vehicle and done this damage without the cameras catching it. The police officer similarly agreed and explained to the customer after he looked around that unless they can say what could have caused the damage, it can't be concluded that the damage occurred at our facility. It was just not possible with our equipment.
As the customer mentioned she could not show what caused the damage and nothing was seen to perform the type of damage she described. Our policy is that if we are at fault we give the customer our business insurance information. However if we are not at fault we ask that the customer contact their insurance who will in turn contact us and sort it out. That is our policy and this was explained when our insurance information was asked for.
In regards to the overcharging for the service, once you enter our carwash and come up to the oil lube there is a sign right at the entrance that states a breakdown of our base price for a oil change as so: $36.99 (without tax) for up to 5 quarts of oil. Any additional oil on top of the 5 quarts is charged. In the original complaint it was mentioned that we gave a price of $30.00, now it is being stated we offered it for $24.99. We do not charge customers extra and what we charged was for a basic oil change at our business as the customer received. There was no additional charge for the wash, it comes free with the basic oil change.
In regards to the Yelp reviews, it is inevitable that some people will come here and be upset with the service as things happen. There have been instances where a situation occurred at our facility and we were at fault, we were happy to cover everything. There have been other instances where we were not at fault but were unable to convince the customer of this. We cannot simply pay for damage every time a customer thinks we are responsible, if the damage does not occur at our facility we can't cover it. If we are at fault we gladly cover the expenses. Naturally, a upset customer is much more likely to user services like Yelp. This is part of business, there are still many customers that come to our business and refer others to our facility.
I regret that the customer had a bad experience at our business and if she or her son feel offended in anyway I apologize. However we do not verbally abuse our customer or overcharge them, nor were we responsible for the damage that took place to the customers vehicle. To resolve this we can offer the customer a discount of 15% on a future visit, simply come to our facility and meet me and try our services again.
Final Consumer Response /* (4200, 22, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response but I feel that this will be nothing more than a back and forth argument between two sides who feel equally offended. There is no way to correct the damage that has been done and the words exchanged in this matter. I feel strongly that the damage occurred there and my son was treated unfairly and then falsely accused of behavior that simply did not occur.I will no longer be responding to this matter as it is not productive on either end.