Our records indicate the complainant has an appointment with our District Manager on 6/6/15, to view our digital video showing the damage was present prior to the Car Wash.
We appreciate the customers concerns however; after investigation, it was determined the problem did not occur due to any negligence on the part of Delta Sonic.The complainant claims he was rear ended at the entrance of the Car Wash however; there is no evidence of a collision via digital video. Furthermore; the claimed damage is on the driver side fender, and is not consistent with being hit from behind.Although we cannot accept liability for this claim, we would be happy to assist the complainant’s insurance carrier with their investigation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Spoke to the area manager, he told me there is no way the damage could have been caused when my car was dried. He was not there to see my car go through the wash undamaged and see me leave the lot with my vehicle scratched. I know the damage occurred when the female dried my car, I dont know if she did it maliciously or if the towel she used had debris. If Delta Sonic had a reliable camera system they could have easily viewed my car before and after and seen that the damage was caused there. He lied and stated the towels are changed regularly, thats a lie I have had my car dried with a dirty towel on more than one occasion, forcing me to go back through the wash.
Regards,
[redacted]
We have attempted to appraise fairly and properly all the
information and reports available to us regarding the occurrence of the alleged
incident. Our investigation reveals the
pre-spray system was working properly and while the vehicle was under the
control and direction of the driver,...
they inadvertently hit the
pre-sprayer.
We feel badly when any damage occurs at our wash, regardless
of the cause. Even though the damage was
not caused as a result of our negligence, in the interest of customer goodwill,
we are willing to offer a courtesy Scratch Repair at our Detail Shop. We are also willing to order a replacement
tail light and have a repair technician with our Repair Department install the
replacement light.
We feel this offer is more than fair under the
circumstances. If this offer is
acceptable, the complainant can contact our office to make arrangements for the
Scratch Repair service and tail light replacement.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Why would I want super kiss tickets if that was how my car got dented in the first place. This is ridiculous. I demand to be reimbursed for the damages your company has caused on my vehicle! Stop with the run around! This has been going on for way too long now. The customer service at Delta Sonic is absolutely horrible.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]the vehicle has never been an accident. Ever. You can run a carfax on it. In fact the only damage was done by your company. I had a collision shop determine you caused the damage. You had an inspector which is also your employee say otherwise. Now we need a third party not chosen by either of us to inspect car and prove you caused damage
Regards,
[redacted]
We have attempted to appraise fairly and properly all the information and reports available to us regarding the occurrence of this alleged incident. Our investigation has determined that the incident was the fault of another customer, who accidentally took their vehicle out of neutral. Each...
driver is instructed at the entrance of the Car Wash to place their vehicle in neutral. Any variation of these instructions can cause a collision during the Car Wash. Although this incident was beyond our control and we cannot accept liability, in the interest of customer goodwill, we can arrange for Delta Sonic’s Auto Body Repair Shop to repair the vehicle at no cost to the customer.
We have completed our investigation and have determined that we did not contribute to the complainant's damages. The complainant returned to our location approximately 4 hours after passing through our Car Wash tunnel to report the alleged damage. No claim was presented at the time of...
their visit, nor did any employees notice the damage upon the complainant's vehicle at our drying station. Our digital video also shows the complainant's vehicle exiting the Car Wash with the rear brake light intact. In addition to these findings, 1,768 vehicles passed through the Car Wash tunnel on the same day with no similar reported incidents. A copy of the video has also been provided to the complainant's attorney. Due to these facts, we must respectfully deny this claim.
The complainant can forward the written estimate. We will process fair cost reimbursement to the complainant as determined by an independent insurance adjuster.
Thank you for contacting us. Please respond with the claim number so that we can look into this matter. If a damage claim has not been filed as of yet, please return to the location to file a claim with the Site Supervisor so that we may properly investigate this matter. Thank...
Our records show this claim is currently under review. The review process typically takes 5 business days. Once the investigation is complete, the complainant will be contacted with further information.
Hello, I am not seeking a free oil change. I would like an explanation as to why the oil change was not done and, more importantly, why a Delta Sonic employee deceived me instead of simply admitting that the oil change had not been done. I currently have a Delta Sonic sticker in my...
vehicle's window indicating that I received an oil change on February 14, 2016, even though an employee in the lube shop later acknowledged that my vehicle was never serviced.Thank you, [redacted]
Thank you for taking the time to express your concerns. We value our customers and careful consideration is given to all customer inquiries. Attached is a handout we provide to every customer that purchases the Unlimited Car Wash Plan. It summarizes the plan details and benefits. Salient points include: 1. Our regular retail price for this plan is $29.99 for a standard vehicle and is the only price advertised on signs or print. 2. We offer lower introductory pricing for new members which is only guaranteed for the first two months. 3. Customers may cancel any time after the first month’s charge. 4. We provide customers 30 days’ notice of any price increase right on their receipt and on the express pay terminal screen. 5. We let customers know that they may still be eligible to receive a discounted rate based on usage-but again, our regular rate is $29.99 a month for a standard vehicle. 6. All Unlimited Plan members are also eligible to receive discounts on gas purchases, discounts on Oil Change and Detail Shop services and the use of an expedited Super Lane where available. We only offer an introductory period price as disclosed and a discount for our customers that do not use our services regularly. Based on your current usage of 9 washes per month, you are considered a high-level user. With your level of use at the $29.99 price, you pay less than $3.50 per wash, for our very best Super Kiss Car Wash. We can assure you that this is below our variable cost to wash a vehicle. Other members may be at a lower rate due to the low user discount. Taking into consideration that you are also eligible to receive discounts on gas purchases, discounts on Oil Change and Detail Shop services and the use of the expedited Super Lane where available, we truly feel that we are extending a great value. Although we cannot process a refund, we will send complimentary passes as a gesture of customer goodwill. Thank you again for taking the time to communicate your concerns. We appreciate your business and hope this response helps to clarify any questions you may have.
We have thoroughly investigated the circumstances concerning the incident reported. After reviewing every possibility, we have been unable to find a cause that could be related to any Delta Sonic procedures. Our records show we serviced hundreds of vehicles on the same day and did not...
receive any reports of similar damage. We have also shown the complainant our digital video which displays that the service was performed properly. We would be willing to re-evaluate this claim if the complainant can provide documentation relating to the damage and the cause of it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.
The reason for my complaint was terrible customer service and racial discrimination. I've attached an audio recording FILE of my April 21st call with [redacted], the district manager. I explained to him how [redacted], the [redacted], car wash manager, had called me a "sand[redacted]" along with other unprofessional profanities. But [redacted] just shrugged those off like it's not unethical. [redacted] made no attempt to resolve the customer service complaint, but instead used an angry verbal tone, making excuses for everything and being biased saying he and [redacted] have been friends for over 20 years. He conveniently said they have no audio surveillance when I asked him to review what profanities [redacted] said to me. In fact, [redacted] only called me the day after I had to find his email through his [redacted] page...several days after the incident and not within 48 hours as Delta Sonic customer service had said.He only wanted to meet to discuss getting my business from them again after I told him I'd been a loyal customer for years. I originally thought a group meeting was a good idea, but I started feeling ill the day before. I texted [redacted] that I couldn't make the 3pm meeting with no reply from him. The unlimited lane gave numerous problems in the past. Even if it worked, the unlimited lane entry design is bad and unsafe. A sharp right across the other two lanes and then a sharp left has to be made to enter the "pre-soak" station. [redacted] and [redacted] didn't keep the third booth open. That could have prevented this situation. The car wash quality itself is good and low price. Those are the only reasons I put up with subpar customer service. But this time [redacted] crossed the line. So, I want him, [redacted], and the blonde female cashier to be held accountable for their improper behavior with me. And my car never lunged forward until I was told to pull up. The driver in the car in front of me got out of his car first. The blonde cashier was flirting with him and not caring. She had also been rude to me two other times by not smiling, making eye contact, and remaining silent after I had been polite and said "thank you" to her.I want an unbiased objective investigation done and appropriate actions taken. I don't want to see this treatment of minorities by Delta Sonic to end up like [redacted]. If you look at other review sites, you'll understand that the customer service has been very bad at [redacted] locations for too long now.
Regards,
[redacted]
From: [redacted]Date: Thu, Nov 3, 2016 at 11:39 AMSubject: Re: You have a new message from the Revdex.comTo: Revdex.com <[email protected]>Good morning,I spoke to a representative this morning and he refunded and cancelled my account.Warm regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is not completely satisfactory to me. But, since it is hard for this business to give refunds, I have decided to just accept their gift card offer. Instead of losing my hard earned money to them.I used the service 1x this month because they have a 2week guarantee anyways on their Carwash. It is written on their receipt. And, another thing is because I could not get hold of them over the phone, I ended up getting a Carwash.Thank you very much.
Regards,
[redacted]
The Director of Loss Prevention & Security outlined to the customer the reasons the trespass notice was issued. After discussion with the customer, the trespass notice has been revoked.
We appreciate the customers concerns. The customer's Unlimited Car Wash Plan has been terminated as per his request. A refund in the amount of $18.48 has also been processed for this months charge. The manager of our Unlimited Department has also called the customer and left a...
Our records indicate the complainant has an appointment with our District Manager on 6/6/15, to view our digital video showing the damage was present prior to the Car Wash.
We appreciate the customers concerns however; after investigation, it was determined the problem did not occur due to any negligence on the part of Delta Sonic.The complainant claims he was rear ended at the entrance of the Car Wash however; there is no evidence of a collision via digital video. Furthermore; the claimed damage is on the driver side fender, and is not consistent with being hit from behind.Although we cannot accept liability for this claim, we would be happy to assist the complainant’s insurance carrier with their investigation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Spoke to the area manager, he told me there is no way the damage could have been caused when my car was dried. He was not there to see my car go through the wash undamaged and see me leave the lot with my vehicle scratched. I know the damage occurred when the female dried my car, I dont know if she did it maliciously or if the towel she used had debris. If Delta Sonic had a reliable camera system they could have easily viewed my car before and after and seen that the damage was caused there. He lied and stated the towels are changed regularly, thats a lie I have had my car dried with a dirty towel on more than one occasion, forcing me to go back through the wash.
Regards,
[redacted]
We have attempted to appraise fairly and properly all the
information and reports available to us regarding the occurrence of the alleged
incident. Our investigation reveals the
pre-spray system was working properly and while the vehicle was under the
control and direction of the driver,...
they inadvertently hit the
pre-sprayer.
We feel badly when any damage occurs at our wash, regardless
of the cause. Even though the damage was
not caused as a result of our negligence, in the interest of customer goodwill,
we are willing to offer a courtesy Scratch Repair at our Detail Shop. We are also willing to order a replacement
tail light and have a repair technician with our Repair Department install the
replacement light.
We feel this offer is more than fair under the
circumstances. If this offer is
acceptable, the complainant can contact our office to make arrangements for the
Scratch Repair service and tail light replacement.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Why would I want super kiss tickets if that was how my car got dented in the first place. This is ridiculous. I demand to be reimbursed for the damages your company has caused on my vehicle! Stop with the run around! This has been going on for way too long now. The customer service at Delta Sonic is absolutely horrible.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]the vehicle has never been an accident. Ever. You can run a carfax on it. In fact the only damage was done by your company. I had a collision shop determine you caused the damage. You had an inspector which is also your employee say otherwise. Now we need a third party not chosen by either of us to inspect car and prove you caused damage
Regards,
[redacted]
We have attempted to appraise fairly and properly all the information and reports available to us regarding the occurrence of this alleged incident. Our investigation has determined that the incident was the fault of another customer, who accidentally took their vehicle out of neutral. Each...
driver is instructed at the entrance of the Car Wash to place their vehicle in neutral. Any variation of these instructions can cause a collision during the Car Wash. Although this incident was beyond our control and we cannot accept liability, in the interest of customer goodwill, we can arrange for Delta Sonic’s Auto Body Repair Shop to repair the vehicle at no cost to the customer.
We have completed our investigation and have determined that we did not contribute to the complainant's damages. The complainant returned to our location approximately 4 hours after passing through our Car Wash tunnel to report the alleged damage. No claim was presented at the time of...
their visit, nor did any employees notice the damage upon the complainant's vehicle at our drying station. Our digital video also shows the complainant's vehicle exiting the Car Wash with the rear brake light intact. In addition to these findings, 1,768 vehicles passed through the Car Wash tunnel on the same day with no similar reported incidents. A copy of the video has also been provided to the complainant's attorney. Due to these facts, we must respectfully deny this claim.
The complainant can forward the written estimate. We will process fair cost reimbursement to the complainant as determined by an independent insurance adjuster.
Thank you for contacting us. Please respond with the claim number so that we can look into this matter. If a damage claim has not been filed as of yet, please return to the location to file a claim with the Site Supervisor so that we may properly investigate this matter. Thank...
you.
Our records show this claim is currently under review. The review process typically takes 5 business days. Once the investigation is complete, the complainant will be contacted with further information.
Hello, I am not seeking a free oil change. I would like an explanation as to why the oil change was not done and, more importantly, why a Delta Sonic employee deceived me instead of simply admitting that the oil change had not been done. I currently have a Delta Sonic sticker in my...
vehicle's window indicating that I received an oil change on February 14, 2016, even though an employee in the lube shop later acknowledged that my vehicle was never serviced.Thank you, [redacted]
Thank you for taking the time to express your concerns. We value our customers and careful consideration is given to all customer inquiries. Attached is a handout we provide to every customer that purchases the Unlimited Car Wash Plan. It summarizes the plan details and benefits. Salient points include: 1. Our regular retail price for this plan is $29.99 for a standard vehicle and is the only price advertised on signs or print. 2. We offer lower introductory pricing for new members which is only guaranteed for the first two months. 3. Customers may cancel any time after the first month’s charge. 4. We provide customers 30 days’ notice of any price increase right on their receipt and on the express pay terminal screen. 5. We let customers know that they may still be eligible to receive a discounted rate based on usage-but again, our regular rate is $29.99 a month for a standard vehicle. 6. All Unlimited Plan members are also eligible to receive discounts on gas purchases, discounts on Oil Change and Detail Shop services and the use of an expedited Super Lane where available. We only offer an introductory period price as disclosed and a discount for our customers that do not use our services regularly. Based on your current usage of 9 washes per month, you are considered a high-level user. With your level of use at the $29.99 price, you pay less than $3.50 per wash, for our very best Super Kiss Car Wash. We can assure you that this is below our variable cost to wash a vehicle. Other members may be at a lower rate due to the low user discount. Taking into consideration that you are also eligible to receive discounts on gas purchases, discounts on Oil Change and Detail Shop services and the use of the expedited Super Lane where available, we truly feel that we are extending a great value. Although we cannot process a refund, we will send complimentary passes as a gesture of customer goodwill. Thank you again for taking the time to communicate your concerns. We appreciate your business and hope this response helps to clarify any questions you may have.
We have thoroughly investigated the circumstances concerning the incident reported. After reviewing every possibility, we have been unable to find a cause that could be related to any Delta Sonic procedures. Our records show we serviced hundreds of vehicles on the same day and did not...
receive any reports of similar damage. We have also shown the complainant our digital video which displays that the service was performed properly. We would be willing to re-evaluate this claim if the complainant can provide documentation relating to the damage and the cause of it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.
The reason for my complaint was terrible customer service and racial discrimination. I've attached an audio recording FILE of my April 21st call with [redacted], the district manager. I explained to him how [redacted], the [redacted], car wash manager, had called me a "sand[redacted]" along with other unprofessional profanities. But [redacted] just shrugged those off like it's not unethical. [redacted] made no attempt to resolve the customer service complaint, but instead used an angry verbal tone, making excuses for everything and being biased saying he and [redacted] have been friends for over 20 years. He conveniently said they have no audio surveillance when I asked him to review what profanities [redacted] said to me. In fact, [redacted] only called me the day after I had to find his email through his [redacted] page...several days after the incident and not within 48 hours as Delta Sonic customer service had said.He only wanted to meet to discuss getting my business from them again after I told him I'd been a loyal customer for years. I originally thought a group meeting was a good idea, but I started feeling ill the day before. I texted [redacted] that I couldn't make the 3pm meeting with no reply from him. The unlimited lane gave numerous problems in the past. Even if it worked, the unlimited lane entry design is bad and unsafe. A sharp right across the other two lanes and then a sharp left has to be made to enter the "pre-soak" station. [redacted] and [redacted] didn't keep the third booth open. That could have prevented this situation. The car wash quality itself is good and low price. Those are the only reasons I put up with subpar customer service. But this time [redacted] crossed the line. So, I want him, [redacted], and the blonde female cashier to be held accountable for their improper behavior with me. And my car never lunged forward until I was told to pull up. The driver in the car in front of me got out of his car first. The blonde cashier was flirting with him and not caring. She had also been rude to me two other times by not smiling, making eye contact, and remaining silent after I had been polite and said "thank you" to her.I want an unbiased objective investigation done and appropriate actions taken. I don't want to see this treatment of minorities by Delta Sonic to end up like [redacted]. If you look at other review sites, you'll understand that the customer service has been very bad at [redacted] locations for too long now.
Regards,
[redacted]
Our District Manager will re-evaluate the claim at the time of the visual inspection scheduled for 7/15/15.
From: [redacted]Date: Thu, Nov 3, 2016 at 11:39 AMSubject: Re: You have a new message from the Revdex.comTo: Revdex.com <[email protected]>Good morning,I spoke to a representative this morning and he refunded and cancelled my account.Warm regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is not completely satisfactory to me. But, since it is hard for this business to give refunds, I have decided to just accept their gift card offer. Instead of losing my hard earned money to them.I used the service 1x this month because they have a 2week guarantee anyways on their Carwash. It is written on their receipt. And, another thing is because I could not get hold of them over the phone, I ended up getting a Carwash.Thank you very much.
Regards,
[redacted]
The Director of Loss Prevention & Security outlined to the customer the reasons the trespass notice was issued. After discussion with the customer, the trespass notice has been revoked.
We appreciate the customers concerns. The customer's Unlimited Car Wash Plan has been terminated as per his request. A refund in the amount of $18.48 has also been processed for this months charge. The manager of our Unlimited Department has also called the customer and left a...
detailed message with this information.