Kelly's Express Car Wash

I am rejecting this response because:I do not agree with his statement at all. I had taken my cars to th same car wash several times before including the damaged car. I would want them to prove his statement if they have a video evidence of the whole incident. I left the bumper there in anger due to the poor response by the manager of that kelly car wash location. Instead of solving my problem he left without notifying me what to do next. Also there is no way that he can tell that the bumpetbumper was ripped before because it was stuck in the moving machines for a while and the machines caused the damage to the bumper. I am never taking my car back to that car wash again

In response to Ms. [redacted]'s complaint....While our employee was drying the rear windshield, Ms. [redacted] turned on her rear wipers, which struck our employee's hand. Fortunately, he was not injured. This incident has been captured by our video system.Because of her actions our car wash is not liable for...

her damage.

Review: I WENT TO GET MY CARWASH AND THERE WAS A 10+ LINE OF CARS. I WAITED IN LINE WHILE AN ATTENDANT([redacted]) CAME AAND COLLECTED MONEY WHILE I WAITED. I GOT TO THE PLACE WHEN CAR WAS PUT INTO NEUTRAL AND PROCEEDED FOR CAR WASHING. THE MACHINE SQUIRTED A SMALL AMOUNT OF SOAP AND THAT WAS ALL AT FIRST. MY CAR MOVED FORWARD WITHOUT THE BRUSHES OR WATER COMING INTO PLAY. I SAT AND WONDERED WHAT WAS GOING ON (THIS WAS NOT MY FIRST TIME HERE). ALMOST THROUGH THE CAR WASH THE WATER CAME ON AND THE FLAPS FLAPPED AGAINST MY CAR, DRYER AIR CAME ON AND MY CAR WAS THROUGH. I DROVE MY CAR TO AN PARKING SPACE AND GOT OUT TO TALK WITH SOMEONE ABOUT THE WASH. I CAME IN CONTACT WITH AN OLDER GENTLEMAN WORKER WHOM I RECITED THE STORY ABOUT THE CAR WASH. HE TOLD ME THAT THERE WAS A PROBLEM AND DIRECTED ME TO GET BACK IN LINE (12+ CARS BY NOW). THE CAR WASH PROPERTY WAS SO CONGESTED THAT EVERYBODY HAD TO MOVE INCH BY INCH JUST NOT TO HIT ANOTHER CAR COMING IN OR GOING OUT (VERY CONGESTED). I WENT BACK UP TO THE GENTLEMAN AND TOLD HIM TO JUST REFUND MY MONEY THAT I DIDN'T HAVE TIME TO WAIT IN THE LINE. HE WENT AND TALKED WITH WHOM I NOW KNOW AS "[redacted]". HE CAME BACK AND TOLD ME THAT I HAD TO GET BACK IN LINE THAT I WOULD NOT GET MY MONEY BACK. I ASKED HIM WAS IT TRUE (DEVASTATED BY THE RESPONSE)THAT THEY REFUSED TO GIVE MY MONEY BACK AND WAS REWARDED WITH A "YES". HE TOLD ME THAT HE JUST WORKED THERE AND THIS IS WHAT HE WAS TOLD TO DO, I TOLD HIM THAT I NEEEDED TO TALK WITH SOMEONE/MANAGER ABOUT THIS SITUATION. [redacted] WAS SUMMONED AND SMURKED THE WHOLE TIME HE WAS TELLING ME THAT HE WAS NOT GIVING BACK MY MONEY ($3). [redacted] SAID TO JUST COME BACK ANOTHER DAY FOR A FREE WASH. I TOLD HIM THAT I COULDN'T BELIEVE HE WASN'T GOING TO GIVE MY MONEY BACK.[redacted] MADE CLEAR THAT I WASN'T GOING TO GET IT BACK. IT WAS EITHER GET BACK IN LINE OR COME BACK. IT WAS LIKE, I GOT YOUR MONEY SO EITHER YOU DO WHAT I SAY OR OH! WELL!. HOW CAN YOU JUST KEEP MY MONEY FOR A SERVICE THAT WAS NOT RENDERED. GIVEN A PIECE OF PAPERDesired Settlement: JUST MAIL ME MY MONEY BACK AND I WILL NEVER USE THIS CAR WASH AGAIN. THERE BUSINESS/WORK ETHICS ARE NOT TO MY LIKING AND I WILL NOT PROMOTE ANYTHING POSITIVE ABOUT THEM IN THE FUTURE.

Business

Response:

We will be sending the customer his money back as he requested.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I took my Honda accord 2004, white to Kelly's car wash on 01/22/2014 for car wash. While my car was being washed by the machines. Their machines ripped my front bumper off and it got stuck in the machines. After my car was out of the washing area I got out of my car because I heard loud noises while in the process of washing. So I suspected something is wrong . I noticed the front bumper was missing so I went to see and I found the my bumper was stuck in the machines. I told the guy at duty and he stopped the whole system. He pulled my car's stuck bumper out of the rotating machine and put it outside. He called his manager and he showed up and he told me they can not do anything about my loss. He was being rude and he left. I called cops and they told me that they can not do anything about it. I want the refund for the damages caused to my car by their equipment. Also I want the refund for the amount of car wash. That was $3.00.Desired Settlement: I want the refund and the cost of new bumper and paint and installment. The total cost is totaling in $150.00 in paint and installment and $65.00 for new bumper. And $3.00 refund for that particular car wash at that day. All together $218.00

Business

Response:

The customer had significant prior damage to his front bumper in at least 3 areas of the bumper. He had prior broken mounting tabs as well as substantial paint scrapes indicating prior trauma. This all lead to a bumper that was not attached safely or correctly. The pressure the brushes exhibited on this car was the same pressure as the other 250 cars that we washed on 1-22-15, without any incident of bumpers coming off. I explained to customer that this vehicle has been in many front end collisions which caused this to happen. This being the case we have absolutely no responsibility for him not properly maintaining his vehicle. I have been in the car wash business for 44 years and I have never seen a properly attached bumper come off in any car wash. The customer left the bumper at our car wash and it has been thoroughly inspected and we are keeping for potential future evidence. I hope this rectifies this situation. Thank you, Tim

Consumer

Response:

I am rejecting this response because:I do not agree with his statement at all. I had taken my cars to th same car wash several times before including the damaged car. I would want them to prove his statement if they have a video evidence of the whole incident. I left the bumper there in anger due to the poor response by the manager of that kelly car wash location. Instead of solving my problem he left without notifying me what to do next. Also there is no way that he can tell that the bumpetbumper was ripped before because it was stuck in the moving machines for a while and the machines caused the damage to the bumper. I am never taking my car back to that car wash again

Review: Kelly's Car WashI have been to Kelly's Car Wash on numerous occasions and found that many of their services are non-functional. Being that the owners are not present at the scene and there is no working phone number, it makes things extremely difficult. I have myself, placed 2 tokens in the vacuum machines and have also scene many others on the scene who are dealing with the same issue. And then there is the problem of having to get change for a $20 from the store. Spending time, gas and so on. I would like a full refund plus whatever compensation.Desired Settlement: I would like a full refund plus 10 dollars for inconvenience.

Business

Response:

I need to know which location the customer visited and is referring to? The address the complaint was mailed to is an admin office, there is no carwash here. It's possible the location referred to is one that is no longer under our management, but I need to know the location. If it is the coin operated carwash on Mack Road, we no longer operate that location.

Review: I took my car through the carwash at the [redacted] location and felt a huge slam halfway through the carwash. Upon inspection afterward, I found 2 large dents in the tailgate and the tail light depressed. I had a bike rack folded up and attached to the hitch so the [redacted] only offers coverage if it's 100-200 dollars in damage but no more. The damage is extensive. So, it's only their fault if damage caused by their equipment is inexpensive?

The reasoning for not covering the repair cost is contradictory. The [redacted]) states that it "should be universally known" that the bike rack should not go through the carwash, however, the two workers pre-washing the cars said nothing about the bike rack!

Afterward I point this issue out to the pre-wash attendant and he says "ya that definitely wasn't there when you went in" and they pre-washed all sides of the vehicle including the back of the vehicle.

The [redacted]) didn't work with me at all on this, I would expect a business to have insurance in place to cover such matters.Desired Settlement: I would like to have Kelly's Express Car Wash cover the repair cost of my vehicle which was damaged as a result of their car wash.

Business

Response:

Hello [redacted], Revdex.com and anybody who views this response, First to [redacted], we are in the business of cleaning customer’s cars and we are saddened that you experienced something to the contrary. You came to us with the expectation of bringing your dirty vehicle to us and leaving with it clean, dry and shiny and that is not what you experienced on Saturday, April 23rd. (This is not a admittance of fault as I will explain in more detail.) To anybody viewing this that has no understanding of how an express car wash works, the following is a brief explanation: when a customer comes to us to wash their car they pull their own vehicle to an unattended pay station (which is where our sign is posted stating what we won’t take liability for) and there they purchase the wash packages and add any extra services. Once they finish with their selections, they pay and once the gate rises, they pull up to our carwash entrance where an attendant guides the customer on to a conveyor, pushes a button and sprays down the car. Then the customer (remaining in vehicle) puts it into neutral with their foot off the brake and is brought through the tunnel and the car wash process cleans their car (please note that the attendant does not see the rear of the vehicle until the car is in the car wash “machine” or equipment). For a more visual understanding of the car wash process please view this video [redacted] . Our "disclaimer sign" is clearly posted for all customers to see so they understand their risks and what we take responsibility for and what we don’t take responsibility for. It states “ALTHOUGH OUR WASH IS VERY SAFE WE ARE NOT RESPONSIBLE FOR :” Then there is a short list including antennas, bug shields, loose chrome, etc. Please note that this list also includes “Any Non-Factory Installed Items” also in BOLD red letters again it states “DO NOT USE if vehicle has… non standard accessories.” Please allow me to add that the items on this list are within car wash industry standards. You will see the same type of sign with nearly the same verbage at any car wash you would take your car to. On Saturday, April 23 at 11:30 am [redacted] came to wash his SUV. Keep in mind this is a Saturday where this location washed over 450 cars and where they washed 57 cars on this hour alone. [redacted] pulled up among many other cars, paid and pulled in to line to wash get his car washed. During this process every customer can clearly see our sign. If he had heeded our sign and warnings we would not be here today. You see this whole occurrence is due to his failure to heed our warnings. On the back of [redacted]’s vehicle was a large bike rack (similar to this style [redacted] that had seemingly a 18” separation from his vehicle while in the upright position. This is why we have signs. When you are going through a machine that “wraps around” your vehicle you don’t want to have something sticking out the back that could cause the equipment to get wedged between. While the employees where spraying down [redacted]’s car he was moving towards the equipment with his car in neutral and his foot off the brake. Once they were at the back of the car he was already in the equipment and employees noticed the large bike rack and quickly pushed a retract button. This is standard procedure for us if someone ignores our warnings. This reduces, but doesn’t prevent, risk by pushing our equipment out to as far as it can go. In [redacted]'s case, unfortunately, this bike rack was just large enough that while going through the second “wrap around” which was in its retracted position it just slightly grabbed it. That is all that it took for the whole piece of equipment to get pulled between the bike rack and his SUV. It pulls until the wraps move from a horizontal position to a near vertical position (it is a miracle that our $12,000 wrap hub was not damaged) and finally works its way free. This is when the damaged happened. I do have video of this which clearly shows it all. [redacted]’s claim has been denied not because the damage is expensive. We work in an environment where accidents happen occasionally and when we have truly been liable for damages we have paid (in some cases dearly) to fix them. This claim is simply being denied because we are not responsible for non standard equipment and non standard accessories and we will not pay for damage caused because of someone’s failure to heed our warnings. It is never easy to call a customer to explain these things. While speaking to [redacted] over the phone he was polite but clearly not accepting of what I had to say which is understandable when you are being told what you don’t want to hear. I did say that if this was something that would be a simple “$100-$200” fix we could work something out but he and I clearly knew that wasn’t the case. Yes, we obviously have insurance but I don’t see how that makes us liable just because we have “insurance in place to cover such matters.” These cases are very few and far between and are never fun to deal with. [redacted] feels like we are ignoring and dodging responsibility, but we are clearly not. We are in the business of serving our community and I love to watch as people come with dirty cars and leave with them clean and shiny. It is really unfortunate that this is where this has ended up but my conscience is clear and our stance is firm. Thank you for taking the time to read my response and I hope that it helps to clarify anybody’s opinion on this matter. [redacted]

Consumer

Response:

I am rejecting this response because:There machines caused the damage to my car not to the "non-standard" equipment. I understand the signs states they are not responsible for the equipment but that is not the issue. The "non-standard" equipment wasn't damaged the car was damaged in the car wash as a direct result of the wrap around equipment. In addition, nothing in the reply address the fact that the workers simply let the car go through as if all is ok. So, they understand damage will occur and send it through? In the phone conversation with the [redacted], he states that it is universally known that the bike rack shouldn't be take through the car wash and yet his employees did not make this clear or stop the wash to explain.This is poor business practice. The company has a systemic problem as I see other customer's claims of damage and similar responses. This is too bad as I'm sure more cases will end the same way.

Business

Response:

Official reply to [redacted] rejection, I will try to be more clear this time by responding directly to Mr. [redacted]’s rejection again to help any reasonable person who can use unbiased judgment to rationalize situation. Please keep in mind that the car wash industry and the automobile makers work closely to insure that they are designing vehicles that will have no issue with car wash equipment because both parties understand that the owners of these vehicles will be customers at car washes. So any modern vehicle that comes through any modern car wash should have no complications while going through the was process. Once someone makes “modification” or adds accessories then they are no longer under the umbrella of understanding between the car wash makers and the car manufactures. This is why we discourage customers to come in with “accessories” and have posted signs warning them to that we will take no responsibility for cars that have them. Here is our response line by line: [redacted] - “There machines caused the damage to my car not the “non -standard” equipment.” Response – The damage is a direct result of our equipment getting stuck on your non-standard accessory (bike rack) which we take no responsibility for. [redacted] – “I understand the sign states they are not responsible for the equipment (bike rack) but that’s not the issue. The “non-standard” equipment wasn’t damaged the car was damaged…” Response – We are glad that you understand our sign. Again, the bike rack is the direct cause of the incident. [redacted] – “nothing in the reply address the fact that the workers simply let the car go through as if all is ok. So, they understand damage will occur and send it through?” Response - I did clearly address this in our original response and will quote directly from it. “While the employees where spraying down [redacted]’s car he was moving towards the equipment with his car in neutral and his foot off the brake. Once they were at the back of the car he was already in the equipment and employees noticed the large bike rack and quickly pushed a retract button. Which is standard procedure for us if someone ignores our warnings. This is reduces but doesn’t prevent risk by pushing our equipment out to as far as it can go.” [redacted] – “…conversation with [redacted], he states that it is universally known that the bike rack shouldn’t be take through a car wash…” Response – Yes, I do believe that it is universally understood that you don’t take a car with a bike rack hanging on the back of the vehicle through a car wash were machines “wrap around” your vehicle. Fortunately, we have procedures that reduce risk in place when people fail to recognize this but they are no guarantee. Just for curiosity sack I did a simple google search “should I go through a car wash with my bike rack” and within a few clicks came up with this and so much more. [redacted] Can I go through a car wash with my rack on my car? No! When you wash your car you should remove the rack because: The rack might snag on some of the machinery of the car wash and damage your car, or worse, the car wash Wand washing your car could blow dirt underneath the pads of your rack system, which will end up damaging the vehicle's finish You want to take the rack off so that you can clean away any water stains or dirt that managed to sneak under your pads. Also so you can check your contact points for wear [redacted] Should a Bike Rack be Removed before Going Through an Automatic Car Wash Question: If I want to remove the trike carrier because I am going on a trip and dont need it, how easy is it to remove. Also, how does the carrier affect taking my car to a car wash. Is that possible or does it have to be removed. I have a Mercedes C 300 Sport sedan 4matic 2013 [redacted] Expert Reply: Removing the Hollywood Racks Trike Carrier part[redacted]that you referenced is pretty easy. Basically you would just need to reverse the installation. It would be just a matter of removing the hitch pin bolt and then sliding the rack out of the hitch. You definitely would want to remove the rack before going through an automatic car wash. expert reply by:[redacted] Notice that the repetitive for this particular bike rack strongly advised his customer to remove rack first. “You definitely would want to remove the rack before going through an automatic car wash.” I would encourage Mr. [redacted] to consult his user manual to see if it has anything to say about car washes. The simple fact is this. Mr. [redacted] I am deeply sorry that your experience with us was anything but one of a clean vehicle. Which is what we take pride in doing. I deal with all claims individually and take special care to investigate and take care of the customer. I feel like in your case I have gone the extra mile to present the facts in this and this will conclude our responses.

Consumer

Response:

I am rejecting this response because: There was never an issue with the clarity of response rather the lack of logic in the response. Again, the [redacted] at Kelly's car wash, [redacted], states that it is "universally known", when referring to this situation then continues to make an excuse for why his employees didn't know that damage would occur from the carwash to my car. It's simple, you train employees to understand when to stop the carwash and advise customers that damage will occur.I too can search [redacted] and show you all why not to go to Kelly's car wash due to damage in other cases, below are their comments :-Proof that management can make or break a Company... This company had great service until a problem arose and management decided it was more important to save a few bucks versus improving customer satisfaction...he opted to only cover $200 of this repair (sounds familiar)... We are now about 6 weeks later and car is not fixed and haven't heard from anyone. Signed your truly- No car and No money! Thanks [redacted] (sounds like [redacted] has his speech down)-The car wash automated machine dented my car. If you dont want ur car damaged, go to a different car wash.-Never been at a place so bad. Even primetime offer to fix your car for their machine [redacted] ups. Bever going here again.-Don't go to this Kelly's to get your carwash. If you do decide to go due to all the good reviews make sure you check your car for any scratches and such. I had gone through the automatic carwash and came out with scuffs on my car. The management at this location is rude and treated me like I had scratched my car-I am so shocked !!! I went in today for the works car wash ($14.00 ) and end ended up with a big gouge down the back of my 2015 Ford Explorer I didn't see it till I was home . I tried calling but no answer I will drive back over to see what they say and I will update my review depending how it goes . I know things happen but I feel sick to my stomach . I have had my suv for about 8 months...and the list goes on folks. Bottom line here is...don't go to Kelly's carwash or risk damaging your vehicle. There is patterned behavior here and clearly management does not care. Regardless of the excuses they come up with as to why their employees are not properly trained to stop damage there is no excuse for a business to be run this way.